[Closed] Canyon bikes nightmare!

not in my experience they're not, canyon have been great to deal with.

Same here - I haven't had to email them since the bike arrived, as I've not had cause to, but during the order process I found they replied within 24 hours without fail. Happy customer here.

looking around other threads it would appear that there have been delays on a bike mr pinkfish has ordered so there is a bit of cyber revenge going on.

pinkfish - welcome to the forum. I hope your problem is sorted.

It's somewhat stange to me that the only 2 users who I've ever seen on here complain like that have both been new users - and the only thing they've ever posted about is Canyon bashing.

Anyway, it may well be true.

I've got a Canyon, it arrived before they said it would, they answered all queries before and after the sale promptly and in what I'd call a friendly manner. I have no problems recommending them to anyone willing to accept the direct selling approach - and the downsides that can bring.

If that's not you - then I'd say cancel the order. I'm sure they'll happily refund you before they ship it (because they'll even refund you after you've had it for a test ride).

I have found Canyon to be very good and helpful when I have dealt with them - they were fine about a cancelled order.

my aeroad was late, but then it was the first batch of the bike. to compensate they sent me a lovely note book, they must have known I have a thing for stationary 😳

I post because I have had serious issues with Canyon service - rude and arrogant emails and they nether answer the phone or return calls - this rings alarm bells especially when buying an expensive bike from this organisation. In particular, I would like to understand if others have received the same so i know exactly what and who i dealing with.

Moreover, I would guess from the title, and content of this thread, I am not the only one that has been shocked by the shoddy way Canyon deal with their customers.

I sent a couple of emails which were answered within 48 hours.
The bike arrived the day predicated and was perfectly set up.
The idea a largish German company don't answer the phone is ludicrous !
There are five possibilities:
1)phoning on a German public holiday
2)not taking into account the time difference
3) phoning the UK number which I find hard to take seiosly as they are not (at the time of checking) VAT registered IE. some bloke operating out of his bedroom !
4)LBS shilling
5)bad luck

I am very pleased with the service I received from Canyon. Ordering process and delivery was fine, bike very well put together and rides very well. Fully informed throughout delivery process.

whoops typo: seriously

Moreover, I would guess from the title, and content of this thread, I am not the only one that has been shocked by the shoddy way Canyon deal with their customers.

I've had no 'serous' problems with Canyon - when I had a warranty issue they dealt with it just as quickly as a LBS, forks had a fault, sent them to pace, got them back.

After 5mins of riding you realised there was no grease in the hubs.....? :-0

I am not a nutter - i am just customer who has shared real issues and concerns with Canyon Bikes, as other have done. I do so to find out if others have experienced the same - so we can build up picture of both the bike quality and service quality on offer by Canyon.

So far, i experienced appalling email service, and the phone not answered or call returned. Others have experienced exactly the same. Further, Maico above, is of the view its bloke operating out his bedroom and Canyon are not bone-fide UK company, which is a even bigger concern, and explains the poor service.

i think its only fair to expect that there are going to be varying opinions of service. Canyon have recently dedicated a new base to this i believe , workshop etc, i think it was hardly ideal at the start form what i can gather.

i also think they should at least have test ride demo days over here or some bikes that people can try out!!

They did. You didn't bother to check it out if you were interested/thought it was important?

https://www.canyon.com/_en/service/news_event.html?nt=3981

Further, Maico above, is of the view its bloke operating out his bedroom and Canyon are not bone-fide UK company, which is a even bigger concern, and explains the poor service.

Just because the UK sub-operation hasn't reached VAT registration threshold yet, doesn't in any way indicate it's not a bona-fide company.

You keep using very emotional language such as "appalling email service" - can you please quantify this, sticking solely to the facts rather than the emotions you feel about the situation?

I have 3 friends who've bought Canyons and none have had any problems.

Fact is that they are now shifting significant numbers of units - by definition, sometimes things will go wrong, just on a statistical basis. Sadly, in these days of internet forums, it's all too easy for people to convey these occasional and minor issues as if they are something much bigger.

I think the telling thing would be a factual comparison of number of bikes sold to warranty/customer care issues. Everything else is just noise.

My cards on the table too - very happy Canyon customer here. Bike came exactly when they said it would, it was well protected in the box, cleanly set up and rides beautifully.

Oh, and it was about half the price of equivalent spec bikes from Spesh, Giant, Trek etc.

I would recommend them without fail to anyone considering buying new.

Well what a massive surprise, andyrm turns up on a customer-service bashing thread. So you're practising what you preach, can you quantify "significant units"?

The VAT registration threshold is £79000. That's not profit but turnover and easily reached.
I'm a VAT registered sole trader and virtually every other business I've dealt with over the years are registered. It's curious Canyon(UK) aren't set up as a proper business like the highly reliable and efficient German operation.

I have seen something similar to this in another line of business.
In that case a German watch factory appointed a UK dealer without realizing it was someone operating from home. When they did find out they moved the business to a dealer with a store front in Bond St. Brand image is everything.

Canyon (UK) post on the forums so I guess I'll be 'corrected' shortly !

Facts

I was thinking of buying a canyon bike - i was nervous buying a bike i could not try on the internet so tried the support numbers - tried about 20-30 times over 4 month period at different times of the day - never answered - left messages - no response whatsoever. Further, message on machine said they were dealing with other customers, and it never changed.

Have asked their email service a number of direct questions from size, to delivery over a six month period - questions ignored or avoided. I found some of the answers arrogant and rude - I summarised this as "appalling" - not emotional just shocked at the arrogance.

Asked several times about trying a bike for size - told i would have to go to Germany - no mention of the above test day?

VAT threshold is £79K - thats about 10 to 20 bike sales - More of a concern is law governing the bike sale - UK or German. If it is German a UK consumer will find it very difficult to seek redress.

Maico thinks the UK arm is one bloke operating out of a bedroom - i suggest you ask Maico to substantiate this claim as sounds shocking and goes quite some way to explaining the appalling service.

Facts

You have apparently had a bad experience with a bike company.

Many, many others (including myself) have had no problems whatsoever and have actually found them to be excellent value and service. And would recommend them to anyone who asked.

Hmmm - obviously they must be an unprofessional, one man band operating out of someone's bedroom. Or you could just be one unlucky (or perhaps just impatient?) punter out of thousands...

No, just a bad experience with Canyon Bikes over a long period, which I shared because I would like find out if it is a one off or trend. Little shocked/surprised that some people have tried discredit my experiences and talk up canyon. Very peculiar.

I reckon that "you shared to find out if its a one-off or a trend" then finding loads of others who had good experiences would tend to suggest that your experience is probably not the norm, eh?

It's nor peculiar that people who've had good experiences with a particular company are prepared to say so (and recommend that company).

If you're shocked/surprised that lots of people who've had good experiences are prepared to say so, then you must only be looking for others with bad experiences and aren't actually interested in what people's real experiences have been.

No, i would have believed the good experiences if they had not tried to discredit my experiences at the same time - and would have felt a lot more confident about dealing with Canyon - instead I have discarded all those opinions which have tried to discredit and only counted those that are polite and look genuine.

Discarded people's good experiences on what criteria and why? Just because someone says something you think sounds like they're being mean to you doesn't change the fact they had a good experience.

"I don't like what you're saying about me so I'm going to ignore what you have to say about something else". Nice. Grown up. Proper approach to evidence. Carry on 😆

Patriotpro - calm down dear. You seem angry that I hold a different view and am presenting another angle. It's nothing personal, just a different opinion and from the perspective that the customer is definitely not always right.

Not sure how many bikes Canyon have dold, but I see a lot on the trails and a quick google search reveals 300+ employees at their HQ, so a significant sized operation.

Sadly there will statistically always be problems, but on here and in real life, it appears the majority have had a good experience.

No, just ignoring those who discredit or twist others valid views or are rude because i suspect the motives behind are not genuine

Pink fish - have you actually bought a bike from them or just bombarded them with questions over a long period and not got a response?

Jackass,I think you have it,so what does pinkfish base this

They don't answer the phone, return messages, and email service is appalling. Yes they are cheap, but they are arrogant and a night mare when things go wrong.i would avoid.

No, i have not bombarded them, i have just asked them polite and normal questions over the last six as part of buying process. My main concerns:

- were size, as their size system seems to undersize
- spares
- delivery and dates - accuracy
- what happens if does not fit or there are issues
- can i try - where are they in Germany
- why no answer on the telephone
- and few others i cannot remember

All quite normal, when you are buying £5K worth of bike. I also went to Trek and went through similar process with the top spec Domane. Also looked at Focus.

pinkfish - Member

instead I have discarded all those opinions which have tried to discredit and only counted those that [s]are polite and look genuine. [/s] agree with me

I am old enough to understand the difference between poor and appalling service - and to know that if customer is going to spend £5K + on a bike - it might be a good idea answer emails and pick up the phone.

Do they sell any £5k+ bikes?

How old?

pinkfish

In one post you say you've bought a bike and in this one you say you're asking questions as part of your buying process!
Have you bought a bike, yes or no?

Sorry Bob,slight cross post.Pinkfish,I just wonder why you were looking at the Domane,as it is a road bike.Did you come on here to complain because Canyon would not answer questions that were so important to you that you cannot remember what they are,about a road bike?

😆 at pinkfish refusing to tell how old...

Tell us pinkfish, what £5k+ bike were you looking at with Canyon?

Definitely not coming off too well so far, pinkfish.

TBH though,Canyon have missed a trick here,if they had humoured pinkfish long enough,he would have eventually had the money to buy one of their bikes.

In a few years time......

Yes i ordered the bike on the basis that the UK support would improve, but the bike has been delayed several months. I thought the responses/handling over the last few months have been rude and arrogant. This made me nervous so searched the internet for Canyon Issues/problems and i got lot of negative responses about the canyon service, some very similar to my experiences. I am now very close to cancelling the order and building my own bike.

😆 pinkfish as if we wouldn't notice your complete failure to answer any of the questions above...

No, just ignoring those who discredit or twist others valid views or are rude because i suspect the motives behind are not genuine.

Pot. Kettle.

To be honest, you seem like you would be pretty hard work as a customer, but it's entirely possible that you may have received what you consider to be genuinely bad service from Canyon. So, you came on here to see if others had experienced the same. Fair enough. But if you read through the past four pages with any degree of objectivity, it is clear that the overwhelming majority of Canyon customers have had very positive experiences - myself included. (And no, I don't work for them or have any other vested interests.)

That obviously isn't the response you were hoping for, but I'm afraid it's the response you've got. If you don't like Canyon, there's a simple solution - don't buy one.

EDIT:

Tell us pinkfish, what £5k+ bike were you looking at with Canyon?

The top-of-the-range Aeroad and Ultimate CF SLXs are over £5k. Just.

Lol rumbled.

Excuse me mister, got any free stickers?

Most companies selling over the Internet try to channel questions back through the website as they try and cover all information on there and not employ pre sales people answering questions on what size bike do i need or do you sell it in another colour.

Whereas the likes Trek who have pre sales people / reps etc. can answer pre sales questions better.

However once you have bought something from them, they will normally deal with you much better.

If you have been delayed so long, why don't you just cancel?

Just for your information the bike prices on the Canyon site have all reduced because the pound is stronger - the ultimate cf slx is about £5,500 with delivery and comfy seat post

Cracking stuff pinkfish - you still haven't answered any of the questions asked of you.

Is this going to be a repeat of Paxman vs Howard on Newsnight?

Incidentally pinkfish, are you old enough to know what that reference is to?

What i am nervous about is if something goes wrong - - the bike value is very good, but the £1000 odd saving will be wasted if Canyon email support is useless and they don't answer the phone.

Yes, given the amount negative remarks i found on this and other parts of the internet - i even found part of an internet site dedicated Canyon's failing - i will probably cancel and order Lynskey helix frame make up my own bike.

The geometry chart on Canyon's website is accurate. I have a hard time believing someone spending 5k can't work out the size required. It's hardly likely to be a first bike purchase.

http://www.canyon.com/_en/roadbikes/bike.html?b=3098#tab-reiter2

There is also info on the returns process.

Another fail by pinkfish - questions asked of him but no answers given. Again.

Maico - the reason you're struggling is because pinkfish isn't really buying what he'd like others to believe. Once you figure that out, pinkfish is a whole lot easier to understand.

pinkfish - Member

i will probably cancel and order Lynskey helix

We keenly await the pictures.

Though, you might want to google Lynskey frame reliability stories too, if you want to avoid everything that's ever been criticised on the internet.

I have a Canyon and have no complaints. Haven't required the UK service desk so can't really comment on that. If you feel the way you do Pinkfish over a £5k bike you really should cancel your order. Venting your spleen here isn't going to help I am afraid.

Not that accurate if you know anything about bikes and sizing - its designed to go smaller because you generally you can adjust a bike bigger, but if its too large for you you can't make it smaller. Now if you know anything about long distance biking you would understand why you need the largest fitting frame possible.

*ding*

Another fail by pinkfish to answer the questions asked...

I can go on like this for A VERY LONG TIME INDEED 😆

Lynskey service is excellent - they answer their email and have even figured out how to answer the phone.

*ding*

ANOTHER FAIL PINKFISH...

What I can't work out is that how it took 6 months of emailing for those questions when I had a quick glance on their website it seemed to answer most of them for you.

Sorry but you seem like one of those customers that spend more time asking questions and talking about buying a bike than the ones that actually do.

Have you not read up about all these Ti frames cracking and not covered under lifetime warranties??

No the web site does not answer the questions - and yes i one of those customers that asks a lot of questions - especially when buying something valuable that i will use for several hours everyday.

Perhaps, this is the problem, Canyon don't like customers to ask questions.

i will probably cancel and order Lynskey

So despite all the "appalling" customer service and research you STILL placed a £5000 order?

Chapeau for successfully trolling for so long.

pinkfish - Member

Not that accurate if you know anything about bikes and sizing - its designed to go smaller because you generally you can adjust a bike bigger, but if its too large for you you can't make it smaller. Now if you know anything about long distance biking you would understand why you need the largest fitting frame possible.

Eh ? Every dimension and angle is shown for every frame size including things like reach.

If you read the earlier post - Canyon improved the service in UK - and then i ordered. I then found from experience (delays/email/phone) and others on this and other parts on the internet the service was still bad. I came here to find out if others experienced the same because i now considering cancelling the order.

pinkfish - Member

No the web site does not answer the questions - and yes i one of those customers that asks a lot of questions - especially when buying something valuable that i will use for several hours everyday.

Perhaps, this is the problem, Canyon don't like customers to ask questions.

More likely they are bemused people like you don't read what's there.

Returns policy quote:
"we provide for our customers a 30
day return policy. The 30 day period starts once the customer receives the goods and is complied with by return of the goods to us
within 30 days. The statutory revocation right remains unaffected"

Do you work for a UK bike shop or distributor ? You clearly have some sort of ulterior motive for trolling.

Yes i am quite aware of all the words on the site, their policy, English Law and European Law, section 75 of the consumer credit act, and especially the law relating to Internet purchases. I am retired, and don't work for any bike company. I just ordered a very expensive bike and was just shocked and appalled by service received, so shared it with others, and asked if anyone else had experienced the same, because i am considering cancelling my order.

shocked and appalled

so shocked and appalled you kept your £5000 order with them... 🙄

Original trolling a solid 8/10, now 7/10 due to repetitive hyperbole.

Just to say that Avid factory bleed is crap but if you know how to bleed brakes they can be as reliable as any brand.

[i]I called Canyon UK customer service late on Friday afternoon. Call was answered within 3 rings! I have now dealt with them 3 times since buying the bike 2 years ago (for advice on spares). Service has always been very prompt and all my questions have been answered.

Just cancel your order and do one if you're that bothered with their service. No wonder they didn't answer your emails.

You seem to think there's some sort of evil conspiracy - anyone who doesn't agree with you has an ulterior motive?! The majority of people think canyon are excellent - no conspiracy.

I wouldn't be surprised if you hadn't placed an order at all. Or placed an order, shit yourself because its a lot of money on an Internet order, and you are now looking for excuses to cancel it. Get on with it then ffs...

One thing I would throw into the mix is that if you google just about ANY company, in any sector, along with the word "issue", "problem", "complaint" or "scam" you will find plenty of moany content.

The internet is full of online warriors who embark on a modern day equivalent of a "major, and I mean major, leaflet campaign" (see what I did there?) to vent their spleen about what they perceive to be a problem. Sadly, some people believe everything they read on the internet without considering that it is frequently just this - the venting of a frustrated person releasing their emotional state into cyberspace.

So just because you find some online sites moaning about Canyon, doesn't mean the moans are necessarily factually correct.

As I and plenty of others have said, overriding statistical indication is of positive reviews. And at the end of the day it is the statistics, the facts, the hard numbers that matter - everything else is irrelevant.

Can I just add:

Now if you know anything about long distance biking you would understand why you need the largest fitting frame possible.

WTF? No, you want the correct size, not the biggest you can possibly fit on!

Pinkfish For Canyons sake (and ours) just cancle the order and buy independently.

TBH I can see why any one would buy a 5k bike 'off the shelf' any way, even the good spec of a Canyon can be bettered by a bit of internet bargain searching at that price.

"Shocked and appalled" - You're joking right?

"I'm retired" - I didn't see that one coming.

"Largest fitting frame possible" - That's really old school roadie thinking.

We also can assume that pinkfish is a retired gentleman interested in a long distance type machine. . .

So the natural choice is a £5000+ super aggressive carbon race bike.

TBH I can see why any one would buy a 5k bike 'off the shelf' any way, even the good spec of a Canyon can be bettered by a bit of internet bargain searching at that price.

you might with some off the shelf £5000 bikes. But with Canyon that would only leave you with £800 or so for the frame, not enough for something to match the rest of your bits.

Why did this forum come to be called "Canyon Bikes Nightmare!" ?

I'm sticking with my original assessment....... + tin foil hat.

Jesus tonight pinkfish. If you think canyon are that bad and we are all making up our positive experiences, then cancel your order and stop moaning.

Just thinking there is a heck of lot of smoke (and mirrors), and everybody saying there is no fire..... curious.

This is great...

Why did this forum come to be called "Canyon Bikes Nightmare!" ?

This thread was always called that, you just posted on it...

TBH I can see why any one would buy a 5k bike 'off the shelf' any way, even the good spec of a Canyon can be bettered by a bit of internet bargain searching at that price.

Aside from the aforementioned point that with Canyon that leaves you very little for your frame, a lot of folk can't be bothered having to order from 20 different places to save £5.

Personally my last 2 bikes have been over that threshold, I've sold the bits I didn't want and replaced with what I did, and ended up (significantly) quids in.

VAT threshold is £79K - thats about 10 to 20 bike sales - More of a concern is law governing the bike sale - UK or German. If it is German a UK consumer will find it very difficult to seek redress.

Maico thinks the UK arm is one bloke operating out of a bedroom - i suggest you ask Maico to substantiate this claim as sounds shocking and goes quite some way to explaining the appalling service.

- can i try - where are they in Germany
- why no answer on the telephone

Why did this forum come to be called "Canyon Bikes Nightmare!" ?

why do so many people give a shit what pinkfish buys or doesnt buy, its his choice, if he wants to come on here slagging canyon off so what, its his opinion, if most of the people who replied to his bs didnt he wouldnt have lasted 5 pages, what a waste of 5 pages BORING, thats my rant over, and no i wont be drawn into a slanging match as i dont do internet warriors

Loving my Canyon and there service is very good email and phone, always answer my questions...

Just to add to the list of people pretending they have had a good experience.

what a waste of 5 pages BORING

how many posts or pages did you read before you got bored? Who made you read it?

and no i wont be drawn into a slanging match as i dont do internet warriors

[IMG] [/IMG]

[IMG] [/IMG]