Canyon Bikes CEO Roman Arnold has penned an open letter, profusely apologising for subjecting customers to “ridiculous delivery times”. The reason? In 2015 they tried to implement better company systems, and it went very wrong. He wrote:
“Towards the end of 2015, in response to the rapidly growing demand for our products we took a major step for the future of Canyon. We opened up a brand new, state-of-the-art factory and implemented a new company-wide IT system. Our goal was to streamline our processes to provide all of our customers around the world a simpler and better experience when buying a Canyon bike.
Unfortunately, at the start, the total opposite occurred. As soon as we began implementing the new system unexpected problems arose. Instead of improving our processes, they were brought to a standstill. Customer and order information vanished and we subjected many of you to ridiculous delivery times. On top of that our customer service was ill-equipped to answer the huge number of enquiries quickly, nor could they access the information necessary to give you the answers you needed.
All of these problems, while unintentional, were our responsibility and I deeply regret how many of you have been affected.”
It’s a terrible situation to see a company and their customers in.
can could read the full letter at this llink, but despite being widely reported it seems to have disappeared entirely from the Canyon website.