[Closed] Canyon bikes nightmare!

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]

Sorry to here your nitemare. First you must be mad buying and receiving a new bike in a cardboard box!
I was after a new bike last month and a few people advised me to go canyon or ghost or cube. So glad I never.
You should send it straight back recorded.
Then get yourself a nice bike from specialized. They are fantastic and help you with any problem you get.also they phone to ask you to bring the bike back after 3 months for an inspection .

First you must be mad buying and receiving a new bike in a cardboard box!

Cardboard box did you say?!

[img] [/img]

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

[img] [/img]

After reading this post both before and after buying a Canyon bike I thought I would add to it.

My bike had a couple of teething problems - the chain was slipping due to a faulty rear mech. Nothing that couldn't be fixed very easily.

I emailed Canyon several times, who replied quickly. They could not have helped more.

Firstly they asked me to take it to my local bike shop for a set up. They paid. This did not sort the problem.

I identified a problem with the lower jockey wheel on the rear mech. They just sent me a new one after I explained that I was due to take the bike on holiday in around a week.

Problems sorted in the quickest and most helpful manner.

I cannot fault Canyon bikes or their customer service in the slightest.

And you joined the forum today?... Remarkable...

My thoughts also.
Astroturfing anyone?

I'm still pretty new to this forum stuff and some of the 'technical' terminology eludes me.

what's astroturfing please? I'm guessing it's posting something positive to cover a trail of negatives, likely under a pseudonym.

and the dog in the plane suit? adorable though he is, I gather the term 'flouncing' is key? a bit 'get your handbags out'?

Firstly they asked me to take it to my local bike shop for a set up. They paid. This did not sort the problem.

The local bike shop set up the bike and didn't notice the jockey wheel was stuck?

[url= http://en.wikipedia.org/wiki/Astroturfing ]Astroturfing btw![/url]

'astroturfing' is such a cool phrase!

I don't think a company like Canyon would be astroturfing on STW for some reason. They're a pretty big company and it'd be as damaging to be caught doing as leaving an unanswered thread. As it stands, this thread didn't exactly come out negative for them anyway.

Pinkfish: From your posts, you really sound like you'd benefit [b]massively[/b] from buying a bike from an LBS. The service, support and backup you'd get would definitely be worth the drop in spec over buying mail order. £5k should give you some very solid negotiating power and get you plenty of decent bike for your purposes. Good luck.

Haha, yet another fine example of why I stopped involving myself in forums.

I only joined to post my comments about my bike.

Nothing more, nothing less.

My local bike shop really leaves a lot to be desired, so it didn't surprise me to learn that they didn't spot the jockey wheel fault. Who knows if the problem didn't make itself clear enough until after the set up.

Either way, I wasn't going to buy a bike from them but thought that they would (at the very least) be able to identify a problem. My mistake.

I'm no Canyon raver, I just thought I'd sign up to contribute my opinion on a thread that I'd read before buying my bike.

Again, my mistake.

Hi all,

While we certainly monitor forums such as this we do not engage in any form of "astroturfing" (did not actually know that word so thanks!).

Interesting forum thread and some healthy debate going on which is always good to see... as many of you have commented buying a Canyon is not for everyone. Our model works for a very large (and rapidly growing) community of very satisfied UK customers. For this reason we now have a permanent base in Kingston on Thames, a larger customer service team - and we're looking into options to offer better technical service including the use of mobile mechanics etc in future.

That said, as some users on here have pointed out there will always be some customers who would benefit from additional support from their local bike shop in dealing with any minor mechanical issues. The bike market is diverse in this country and offers consumers a wide range of buying choices (and price points).

We've obviously gone to great lengths to make the online model work through offering an online sizing guide, delivering our bikes in a specially designed box which requires minimal re-assembly, and offering UK based customer service and technical support.

We'd would encourage anyone here who still has any doubts to give us a call in the UK on 0208 549 6001 and have a chat with one of our team regarding any technical or product enquiries related to our bikes.

Regards,
Canyon UK.

+44 (0) 208 549 6001
uk@canyon.com
www.canyon.com
@canyonuk

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

Quiet day in the office in Kingston today? 🙄

Wow. A six month old thread - really?

Wow. A six month old thread - really?

Because it comes up in google searches for canyon service. So good to have a response and contact details for anyone who is looking for it.

Better than any response I had from hotlines with my lapierre claim..

Ordering a bike from Canyon
Pre-order.
I live in Japan and was finally in a position to buy a decent Mountain bike, my friend recommended me to try Canyon Mountain Bikes - he has 2 of them and I was able to ride one of his one day - I loved it. I spent a lot of time checking both online and in local bike shops and as far as value for money goes and the quality of components offered on the bike I could not find a better deal - Canondale came close but still price was higher and the Canondale bike did not have the high quality components that Canyon offered.
I sent of a few e mails to Canyon's service center asking various questions but received no replies (Some of these questions were answered at a later date when the answers were of no help to me)
Ordering the bike.
I finally settled on a bike the Grand Canyon CF SL 7.9 S.E. in a large size - Canyon's sizing chart told me I should be ordering a medium, I also e mailed about this sizing and was told I should stick to their sizing chart and order a medium - but after carefully and repeatedly sizing up their large size geometry with my present medium sized bike I felt like the large would be a better fit - this decision caused me a lot of stress and worry - after all it is not a cheap bike, and as I am importing I don't want to get the sizing wrong. (Ultimately I made the right choice more on that later)
Waiting for my bike.
I placed my order on the 4th. of June which is week 23 - I was told I could expect my bike on week 27, after week 27 had come and gone and I heard nothing I contacted Canyon and was told my bike was delayed till week 29. I finally had to go though 5 delays - but every-time I had to ask repeatedly if my bike was shipped and was then told my bike was delayed, at one point after the 3rd. delay I was told my bike was ready for shipment and will be shipped out within 48 hours - after hearing nothing, after I waited 72 hours I contacted Canyon and told there was an error, my bike had not been shipped and I was issued with a new order number. At this stage I was panicking as I wanted the bike for my early August summer holiday I was told I would likely have the bike in time, but after that received 2 more delay notifications - I was never told about delays until I had repeatedly e mailed asking about my order. My summer holiday came and went around mid August (week 33) I received an e mail telling me my bike will be shipped soon and passed onto the courier company, I didn't pin too many hopes on this new delivery date but this time it was for real! I was really excited so set about tracking my order - not such an easy task as I was given the wrong tracking info. by Canyon, it took me several e mails to both Canyon and Courier company to finally get proper tracking information.
Bike arrives.
Finally on 23rd. August after a long wait and many delays my bike arrived, by this point I had lost faith in Canyon so didn't feel the excitement that one should feel when receiving ones first carbon MTB - I was expecting more problems with some aspect of the bike, I was thinking that if Canyon's mechanics are anything like Canyons service department I will be guaranteed a bike with a problem - BUT I was not disappointed the bike was really well and safely packed, I was able to put the bike together without any problems at all, my first ride was on the road gear change etc. was very smooth and as it should be, the next day took a ride on my local trail which was well washed out covered in debris but this bike plowed through and over everything in its path, as my old bike was over 10 years old with components near 6 years old I just can't compare the 2 - night and day - I love this bike and really can't find any fault with it. The sizing chart recommended me to get a medium size but the large size frame I got suits my long limbed 179Cm. body perfectly - so anyone contemplating a bike order should carefully check sizing and not take the word of sizing charts.
Conclusion.
Though my order experience was bad and I felt that very often the people answering my questions really didn't know much about bikes, were sloppy and really slow in answering my questions, the final product was excellent but I do worry that finally the mechanics putting the bikes together will develop the careless attitude that sales department have - maybe my experience was the 1 bad one out of hundreds of good ones.
Would I recommend Canyon bikes ? Yes I would but if you are in a hurry for a bike you might want to choose a model that is available for purchase straight away, if you are in a position to wait well and good. I would buy from Canyon again but hope that they will endeavor to improve the services department and answer questions in a more timely and professional manner.