[Closed] Canyon bikes nightmare!

I own a Canyon and have had a couple of warrenty issues in the past (there are threads on here somewhere) - Canyon uk have been quick and direct.

Most warrenty's are delt with in the UK - apart from frames - In the warrenty section of the web site it says in cases where a lbs can fix the problem Canyon will pay for this.

A new bike having an issue with gears, my first thought would be its be cable stretch? as for the free hub, mine came with little grease in there - thats how its supposed to come, its not supposed to have half a tube packed in like the bareings in shimano hubs.

Is it the bushing or the mount hardware thats the problem with the rear shock. I did notice when i changed mine to offset that the stock "top hats" seem really soft

Satisfied Canyon Nerve A.M owner here 🙂

I've ridden the bike a fair few times in the past month

I'd change the bushes and give the brakes a bleed.

My advice was well meant, JFDI......... 30 mins tops and move on. All normal part of mtb ownership.

As far as I know Canyon UK is one bloke - he might be on holiday?
Just a thought.

OH has a Nerve AM and a problem with the mech hanger was sorted very quickly. I would expect to have to perform a few 'tweaks' after a couple of rides, but that's it. I'd suggest you write to Canyon and explain the issues clearly. No joy after a week then send it back?

And ignore the 'what do you expect' and 'should have bought from your LBS' crowd. We call it Capitalism.

Hth
Marko

OH has a canyon nerve xc female specific one, nothing wrong with it at all. As it was a direct buy and saved a fair few quid, after delivery dropped it into my LBS for a once over as they will spot more things than me, came back clean bill of health, £1.5k for a bike £50 for LBS time, full XT groupset, Fox shocks, great looking bike, still a bargain!

Would buy from canyon again and again, most LBS will be more than happy to give a bike the once over.

I must admit, you do seem to hear quite a bit of negatives regarding the support provided by Canyon. I doubt i'd buy without the distributer being close to hand (ie. LBS or even in the same country!)

stick to UK brands from now on,

stick to UK brands from now on

Is there such a thing?

Orange?

stick to UK brands from now on
Is there such a thing?

It's the stock top hats that are made of cheese I suspect

My gf bought a canyon and the forks made a terrible noise straight out the box, and the gears hadn't been set up at all. Forks were fixed under warranty, canyon uk support were helpful.

it doesn't matter where bike made, just where/who support is. On-one uk have been excellent, couldn't ask for better support, and they mnfr in Taiwan i think. i've been emailing back and forth with the design guy (Brant, who found me). and the shop, and it's not even like they're expensive.

Interesting that a thread having a moan about the quality of a brand most on here seem to rave about get's the locals all over excited as if it couldn't be true. If it was a thread about the poor quality of say an Orange it would be over run with people saying how bad they are, shouldn't have to put up with it, load of rubbish, etc.

Just saying like 😉

OP- and the mech?

chestrockwell- anyone getting the same spec of bike from Orange would have paid a stack more, so there's a difference there. Though I doubt the reality would be anything like you say, this place has more fanbois than h8ers.

mattjevans - Member

Is it the bushing or the mount hardware thats the problem with the rear shock. I did notice when i changed mine to offset that the stock "top hats" seem really soft

It's a **** design frankly. Comes up in many bikes though- I mean, I love my Herb, and it's a top flight bit of kit so it was a bit annoying that they used split top-hats which got battered oval (ok admittedly after the endurance downhill). So they've been replaced with proper ("heavy duty") hardware now which won't do that. Now my Cotic was specced by an engineer not a beancounter so it had proper hardware from new.

Cost has nothing to do with it Northwind. If the price for a huge spec at a low price is a mince frame then that's not such a good deal imo. My point is that there's many threads on here where people ask what bike they should get and the answer is often Canyon with people falling all over themselves about how good they are. A thread comes up suggesting they're not all that and the same people slate the op and even accuse them of being some sort of secret agent!

Maybe that is simply because many people have had, shock, horror, a good experience in buying a bike from Canyon?

I bought a Canyon Nerve AM 9.0X in the spring. Bike had to go back for replacement frame, got a whole new bike back. Had a few problems with both that were quite annoying but not as much as the terrible customer service when trying to resolve these issues with them. Any bike can have problems but when they don't answer the phone or reply to emails it's very frustrating. I went direct to the german hq in the end who just redirected me back to the UK centre.

My brakes were an issue, solved by bleeding them which with Avid's is very easy. Had the whole rear suspension come loose after a few rides so had to limp home with one of the bolts hanging out. It was behind the chainset so couldn't access it whilst out. All stuff that you shouldn't have to put up with really, regardless of value for money.

All in all it's been a while for me to get it totally sorted but it is a great bike.

I bought an Nerve AM 9 July 11 and it is a really good bike. Cost just under £2k5 whereas similar from LBS, say a Trek Remedy 9, would have been around 3k2. Nice as they are at ATC, that would be a lot of after service added-value from the LBS!
Repair/service times are 7-10 days there anyway.

Canyon UK do a 2 year warranty and were good in sorting out Reverb problems out 3 times; all quick & efficient.

The big problems are from early Sept this year when I sent it back with pivot problems & play in the Hammerschmidt ring. SRAM are not helping (probably would be same with LBS (tho not CRC/Wiggle ha ha)); a month today and still no resolution on either issue!

I've happily recommended Canyon on other threads but recent experience is poor.

chestrockwell - Member

Interesting that a thread having a moan about the quality of a brand most on here seem to rave about get's the locals all over excited as if it couldn't be true. If it was a thread about the poor quality of say an Orange it would be over run with people saying how bad they are, shouldn't have to put up with it, load of rubbish, etc.

This.

I emailed there main HQ in Germany......they replied and said they would contact the uk dept to get in touch with me. So I get an email from canyon uk after about a month of waiting. It basically asked what the problems where.....I told them I had emailed about 4 times now and all the details where in the previous emails, I also detailed all my problems again anyway. So.............sent it off feeling optimistic, still awaiting a reply.....it's been a week and a half!

Hi All,

Just wanted to point out that Canyon has changed its operation in the UK considerably in the past 3-4 months. We now have a dedicated UK Service Center based in Kingston on Thames and a larger customer service team.

Please give us a call on 0208 549 6001 or email uk@canyon.com if you have any questions, comments or anything else related to Canyon Bikes in the UK and we'll be happy to help.

Cheers,

Canyon Bicycles UK Ltd,
Unit 7, Princess Mews, Horace Road,
Kingston upon Thames,
KT1 2SZ.

Does his now mean there will be the opportunity to test ride some of the bikes?

Northwind - Member

anyone getting the same spec of bike from Orange would have paid a stack more, so there's a difference there

*makes note not to buy anything from this guy in the classified*

had to use the customer service a couple of weeks ago. i must admit there were very good. emailed back to be several times within hours of every email (one was late at night too !! ) had a problem with rocker arm bearings, they picked the bike up FOC, replaced rear rocker arm/bearings and returned bike within 9 days.(again FOC. emailed me with updates etc.
i cannot fault them, with any buisness its impossible to be 100% perfect, but its how they deal with that what makes them worth dealing with.
a happy customer indeed

Exile brakes are crap whatever frame you stick em too...I've bought high end specialized bikes that had bushes missing from the fsr links, I'm sure once its fixed you won't have any further regrets

Avid brakes to bin please.

International Richard - Member

*makes note not to buy anything from this guy in the classified*

Because?

Northwind - Member

Because?

Northwind - Member

chestrockwell- anyone getting the same spec of bike from Orange would have paid a stack more

Implying i should expect a bargain to be under par

I had to call them the other day. Phone was answered a lot faster than previously and the chap I spoke to (Edward) was
most helpful.

International Richard- it's not a case of expecting bargains to be under par at all, you're just imagining that. It's expecting a premium product (Orange) to come with premium service, and not expecting a cheaper mailorder product (Canyon) to do the same. Comparing the 2 doesn't really make sense.

Was there ever an explanation of how the front mech was fitted wrong, considering it ought to be direct mount?

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.

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.

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

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.