Up until now I've had nothing but good to say about Canyon. Unfortunately, it looks like they've employed Dave Hinde in their customer service department.
Long story short, my frame is cracked and they have the bike. I offered to strip it and just return the frame but they insisted on seeing the whole bike. Have now been told it will be a month from them being notified of the crack to making an 'assessment' (I sent them photos on day 1), and no info on when I'll get it back after that. When I said that this was unacceptable, that I was going on a biking holiday and that I would be seeking compensation to cover the cost of hiring a bike, this is the reply I got:
Nowhere in our terms we offer an express service neither you have asked for a lead time. The
Factory works according to first in first out. Your bike is scheduled as all other bikes form our customers.
We will not cover any costs or pay compensation as there is no law which says that we have to return your bike in a specific time frame. Please check our terms before you start threatening us with unreasonable comments.
Yes, the frame has a crack, this can happen and that's why we have warranty terms.
So they've accepted the frame is cracked, OK, they won't pay compensation, fair enough. It's the 'no law which says that we have to return your bike in a specific time frame' and last offhand 'our frames break, so what?' comment that worry me, and I'm more than a bit angry at being accused of making unreasonable and threatening comments.
I've complained to Canyon head office and guess what? No reply.
So unfortunately, as good as the bike is, I wouldn't recommend a Canyon to anyone if this is the way they deal with customers.