[Closed] Canyon Ultimate cracked frame

They are entitled to repair, replace or refund with deduction (although that option is never really taken tbh). How much was the bike when you got it?

Depends what their warranty terms are?

Sounds like they're seriously taking the mick if they have just decided to deduct 170Euros, just cos you've had some use out it.

Hi Andy, it was £2339, but with add ons, bike box and delivery it came to £2,493.

I'd consider that pretty crappy service.

Replacement frame or full refund.

The last year vs this year argument is pretty weak on a bike barely 6 months old. We've had a new model year replacement from Trek.

And decent firms also keep some frames back as warranty stock (we've bought a cheap CX frame from Scott and DT Swiss forks from Decathlon that were a few years old when they were clearing old warranty stock).

Their T&Cs state that 'In the event of a defect to any product supplied by us, the Customer shall be entitled to request from us to repair the defect or to supply another product (as ordered) which is free from defects.'

A very crude calc would say thy are depreciating 100% after a 7 year life.

But it's very rare for a company to actually do that, especially on something so new, maybe after 2-3 years you would expect pro-rata but not 6 months. Pretty poor show.

Thanks for all your comments, and will see what their response is, that is if they return my call. Their previous promises of emails and calls haven't so far materialised.
Thinking about the refund option - surely it wouldn't make sense for them to be left with all the second hand parts such as saddle, gear set, wheels etc.

I had an annoying warranty issue on a Canyon 4-5y ago, at the time the UK side was run by a guy working out of a shed in Essex and it really took the shine off things for me. After escalating to Germany I got a happy ending

Do Canyon still have a Mickey Mouse UK office or has this changed?

thats a bit rubbish from a customer service perspective. I have 2 canyons so not against the direct model, but given all the nightmares you hear about them I'd doubt I'd buy another any time soon.

They have a service centre in Chessington, Surrey. You would have thought with the numerous negative customer service comments that have been posted, that they'd be keen to clean up their act!

I feel your pain. I waited two months for my SLX to arrive, then rode it three times before it developed a crack in the seat tube.

Canyon initially claimed it was just a crack in the lacquer, not the carbon itself, and said they'd just order a stronger seat clamp, which is bizarre. I kicked up a fuss and said I absolutely wasn't having that, so ended up with a new frame. Had to wait 14 weeks (!) for it to arrive though, by which time summer was long over. It then spent the winter upstairs while I rode my training hack.

For balance, it's my second Canyon and I haven't had any problems with the first. But the experience has really taken the gloss off what is otherwise a SPECTACULARLY good bike, which is a real shame. I honestly don't know whether I'd ever buy Canyon again.

FWIW, I agree with the other posters. They need to be replacing your frame, free-of-charge.

they've advised they cannot replace the frame as it's last year's model and they only have this year's model.

This in itself baffles me 😕 So what if they only have 'this year's model'? I cant imagine the frame has changed significantly from last years to this years to make swapping components an issue so cant see why they wouldn't give you this years frame. I would have thought it cheaper for Canyon to do that than refund you nearly the full amount and be left with a pile of used components.

Personally, if this is how they're treating you on a 6 month old bike, I'd take the refund and go elsewhere

You would have thought with the numerous negative customer service comments that have been posted, that they'd be keen to clean up their act!

Half the posts seem to be about long lead times. Suggests they're not doing all that badly. You want top notch service, buy locally.

Bit shit though admittedly.

Interesting, I've had a similar issue, can I ask whereabouts on the seat tube?

Sounds like you might have got the work experience kid. Ask them for a new frame and if that doesn;t work then email the germans directly.

That does sound poor. I nearly went for a canyon but they kept pushing back lead times. So I went with Rose pro rs. 2 years later after around 5k miles developed a crack. Had to ship back to Germany but brand new Xeon frame with all the parts swapped over inside 3 weeks. Not all direct models mean poor service

Purchased a Canyon Ultimate CF SLX 8.0 in Sept '15

The date here is important.

Had you bought it in October, the new Consumer Rights Act would apply. Here it's the good old SoGA that's relevant.

Under SoGA, a retailer must repair or replace. If they won't / can't, you're entitled to a refund adjusted for the amount of time you've had use of the goods (it's called "recision"). So whilst a bit crap for you, they're well within their rights to do what they've done.

However. Note the word "retailer." It's the place you bought it from which is liable, not the manufacturer. Unless you've bought direct, I'd be approaching them.

Is there any other way to buy a Canyon...?

Does SoGA apply to EU purchases? Or would it be the local equivalent? Saleaufgoodzakten?

You want top notch service, buy locally.

That's right, it's only the direct sales companies that are big bad wolves. Meanwhile, back in the real world....

Yeah, confuses me too the insistence that local = best. I'd reckon on more than half of the LBSs i've dealt with over the last 30 odd years have been somewhere between averagely bad and utterly incompetent.

And almost all of them have had little or no idea what their legal obligations are, other than taking money off customers, then fobbing them off if anything goes wrong.

I'd agree in terms of actually going into the shop versus trying to get someone on an email is more useful, however the shop still has to deal with a distributor who has to then deal with the bike co. itself.

Not all black and white.

Sounds Canyon learned a thing or two from Tony Ellsworth....

Not sure I'd want them to "repair" my cracked carbon frame TBH.

I know it's possible and probably reliable, but it's then worth sweet FA when its time to sell on.

Well as expected Canyon didn't call as promised so I called them just before they closed. Apparently they've agreed to waive the €170 usage fee, but will confirm this in an email tomorrow - common sense prevails! Asked about refunding additional items such as Canyon bottle cages, water bottles, ass saver ( don't want Canyon emblazoned on any future bike), but they've said no. Might as well cut my losses and accept to close off this issue.

I had a similar situation with a different brand. A 2014 frame developed a paint defect and the lacquer started pealing off. I was offered, a new 2014 replacement front triangle or a 2016 frame in the new colours, take my pick!

Just goes to show how different company deal with things.

Would that be a brand which charges almost as much for a frame as Canyon do for a full bike though?

Not that low price excuses crap service, but people should adjust their expectations a bit IMO.

Sounds like the OP has been offered a reasonable compromise now anyway.

Not that low price excuses crap service, but people should adjust their expectations a bit IMO.

But when you spend £2500 on a bike you are still buying a premium product. One of their key USPs is that they are cheaper because there is no middle man, but you are still shelling out a lot of money.

Besides, are canyon actually making less of a profit on each bike than say trek or Spesh? all they are doing is passing on some of the saving of not selling through a distributor or shop. So if this is the case you'd expect exactly the same turn around times and service as any other manufacturer once the bike lands in their returns department.

Sounds like their communication could have been better but they've dealt with it well in the end. Compared to some stories on here this has gone well!

So if this is the case you'd expect exactly the same turn around times and service as any other manufacturer once the bike lands in their returns department.

And it sounds like that's what he's got.

It'll just be more hassle to post it off to Germany and email them rather than popping down the LBS.

Though there are some upsides to dealing direct with the manufacturer, in that you don;t have a potentially ****less bike shop getting in the way and injecting their own BS into the process.

Trek replaced my 7 year old broken Gary Fisher Roscoe with a brand new Trek Remedy (current model had only been out 2 months). I'd expect a new frame form this year...

I nearly went for a canyon but they kept pushing back lead times. So I went with Rose pro rs. 2 years later after around 5k miles developed a crack. Had to ship back to Germany but brand new Xeon frame with all the parts swapped over inside 3 weeks. Not all direct models mean poor service

Agreed - as a serial breaker of frames, and having had a couple of bad experiences with a certain popular online retailer previously, the warranty was a key factor for me. Rose's simply states that they will replace all broken frames within the 6 year warranty period.

Not had cause to test it - but it's good to know they're stand by their products.