Canyon bikes nightmare!
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).Posted 4 years ago
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.Posted 4 years ago
I sent a couple of emails which were answered within 48 hours.Posted 4 years ago
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 !
I am not a nutter – i am just customer who has shared real issues and concerns with Canyon Bikes, as other have done. I do so to find out if others have experienced the same – so we can build up picture of both the bike quality and service quality on offer by Canyon.
So far, i experienced appalling email service, and the phone not answered or call returned. Others have experienced exactly the same. Further, Maico above, is of the view its bloke operating out his bedroom and Canyon are not bone-fide UK company, which is a even bigger concern, and explains the poor service.Posted 4 years agoWhathaveisaidnowMember
i think its only fair to expect that there are going to be varying opinions of service. Canyon have recently dedicated a new base to this i believe , workshop etc, i think it was hardly ideal at the start form what i can gather.
i also think they should at least have test ride demo days over here or some bikes that people can try out!!Posted 4 years ago
They did. You didn’t bother to check it out if you were interested/thought it was important?Posted 4 years agoandyrmMember
Further, Maico above, is of the view its bloke operating out his bedroom and Canyon are not bone-fide UK company, which is a even bigger concern, and explains the poor service.
Just because the UK sub-operation hasn’t reached VAT registration threshold yet, doesn’t in any way indicate it’s not a bona-fide company.
You keep using very emotional language such as “appalling email service” – can you please quantify this, sticking solely to the facts rather than the emotions you feel about the situation?
I have 3 friends who’ve bought Canyons and none have had any problems.
Fact is that they are now shifting significant numbers of units – by definition, sometimes things will go wrong, just on a statistical basis. Sadly, in these days of internet forums, it’s all too easy for people to convey these occasional and minor issues as if they are something much bigger.
I think the telling thing would be a factual comparison of number of bikes sold to warranty/customer care issues. Everything else is just noise.Posted 4 years ago
My cards on the table too – very happy Canyon customer here. Bike came exactly when they said it would, it was well protected in the box, cleanly set up and rides beautifully.
Oh, and it was about half the price of equivalent spec bikes from Spesh, Giant, Trek etc.
I would recommend them without fail to anyone considering buying new.Posted 4 years ago
The VAT registration threshold is £79000. That’s not profit but turnover and easily reached.
I’m a VAT registered sole trader and virtually every other business I’ve dealt with over the years are registered. It’s curious Canyon(UK) aren’t set up as a proper business like the highly reliable and efficient German operation.
I have seen something similar to this in another line of business.
In that case a German watch factory appointed a UK dealer without realizing it was someone operating from home. When they did find out they moved the business to a dealer with a store front in Bond St. Brand image is everything.
Canyon (UK) post on the forums so I guess I’ll be ‘corrected’ shortly !Posted 4 years ago
I was thinking of buying a canyon bike – i was nervous buying a bike i could not try on the internet so tried the support numbers – tried about 20-30 times over 4 month period at different times of the day – never answered – left messages – no response whatsoever. Further, message on machine said they were dealing with other customers, and it never changed.
Have asked their email service a number of direct questions from size, to delivery over a six month period – questions ignored or avoided. I found some of the answers arrogant and rude – I summarised this as “appalling” – not emotional just shocked at the arrogance.
Asked several times about trying a bike for size – told i would have to go to Germany – no mention of the above test day?
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.Posted 4 years agomulv1976Member
You have apparently had a bad experience with a bike company.
Many, many others (including myself) have had no problems whatsoever and have actually found them to be excellent value and service. And would recommend them to anyone who asked.
Hmmm – obviously they must be an unprofessional, one man band operating out of someone’s bedroom. Or you could just be one unlucky (or perhaps just impatient?) punter out of thousands…Posted 4 years ago
I reckon that “you shared to find out if its a one-off or a trend” then finding loads of others who had good experiences would tend to suggest that your experience is probably not the norm, eh?
It’s nor peculiar that people who’ve had good experiences with a particular company are prepared to say so (and recommend that company).
If you’re shocked/surprised that lots of people who’ve had good experiences are prepared to say so, then you must only be looking for others with bad experiences and aren’t actually interested in what people’s real experiences have been.Posted 4 years ago
No, i would have believed the good experiences if they had not tried to discredit my experiences at the same time – and would have felt a lot more confident about dealing with Canyon – instead I have discarded all those opinions which have tried to discredit and only counted those that are polite and look genuine.Posted 4 years ago
Discarded people’s good experiences on what criteria and why? Just because someone says something you think sounds like they’re being mean to you doesn’t change the fact they had a good experience.
“I don’t like what you’re saying about me so I’m going to ignore what you have to say about something else”. Nice. Grown up. Proper approach to evidence. Carry on 😆Posted 4 years agoandyrmMember
Patriotpro – calm down dear. You seem angry that I hold a different view and am presenting another angle. It’s nothing personal, just a different opinion and from the perspective that the customer is definitely not always right.
Not sure how many bikes Canyon have dold, but I see a lot on the trails and a quick google search reveals 300+ employees at their HQ, so a significant sized operation.
Sadly there will statistically always be problems, but on here and in real life, it appears the majority have had a good experience.Posted 4 years ago
Jackass,I think you have it,so what does pinkfish base this
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.
on?How old are you anyway pinkfish?Posted 4 years ago
No, i have not bombarded them, i have just asked them polite and normal questions over the last six as part of buying process. My main concerns:
– were size, as their size system seems to undersize
– delivery and dates – accuracy
– what happens if does not fit or there are issues
– can i try – where are they in Germany
– why no answer on the telephone
– and few others i cannot remember
All quite normal, when you are buying £5K worth of bike. I also went to Trek and went through similar process with the top spec Domane. Also looked at Focus.Posted 4 years ago
Sorry Bob,slight cross post.Pinkfish,I just wonder why you were looking at the Domane,as it is a road bike.Did you come on here to complain because Canyon would not answer questions that were so important to you that you cannot remember what they are,about a road bike?Posted 4 years ago
Yes i ordered the bike on the basis that the UK support would improve, but the bike has been delayed several months. I thought the responses/handling over the last few months have been rude and arrogant. This made me nervous so searched the internet for Canyon Issues/problems and i got lot of negative responses about the canyon service, some very similar to my experiences. I am now very close to cancelling the order and building my own bike.Posted 4 years ago
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