You don't need to be an 'investor' to invest in Singletrack: 6 days left: 95% of target - Find out more
Forum search is down so I couldn't find another thread related to service from Canyon.
I just wanted to give props to Canyon support. I had a problem with the Shapeshifter on my 2016 Canyon Strive on Saturday. I posted a service ticket on Sunday, thinking that they would explain how to return the unit for repair.
First thing Monday morning I got an e-mail that a new Shapeshifter was being dispatched to me free of charge, no questions asked. It arrived yesterday including a new cable, two cable-ends, and a 10mm socket to fit the bolt on the swing link that needs a thinner walled than standard socket, and which will need to be removed to fit the new shapeshifter.
The exception that proves the rule?
Nope, I’ve had really decent service from them also. Had a problem with a mech hanger being cross threaded, dropped the bike into their service centre as it was a month old and they stopped what they were doing and fixed it there and then. I’ve also ordered loads of kit off them in the clearance section of the website (cheap POC stuff mainly) and it all arrived quickly and very well packaged.
Yes they screwed up for a bit with deliveries and wotnot but I’d say that’s firmly in the past now.
I had the same when my shapeshifter was being difficult, straight swap to the newer model with no questions asked.
I've only had one dealing with them and it was so painful I've sworn to never use them again.
3 months to sort out a refund on a helmet that arrived damaged!
Bought my Strive just over a year ago, it was already heavily discounted on the 'seconds' part of the website, week later they had another £300 off all bikes in the Black Friday sale, although mine was no longer in stock
Started live chat with them to ask about returning it and buying another model in the sale and no questions asked they refunded me the £300 straight away
only experience I've had of their customer service but it was A1