Canyon Quality Problems

Boardinbob – sorry, but your wrong. Lets agree to disagree.

I’m not questioning you, I’m just saying it’s one of two things, and it’s poor service from Canyon, though if you’re as arsey with them as you are on here I’m not surprised they’re dicking you about.

Maico – Stop.. my original frame, went to meet a frame shipped from Germany in London headquarters.

Where a qualified experienced mechanic was to specifically oversee the components from the 1st frame, be put on the 2nd frame.

But they still stuffed it up. and the 2nd frame arrived with same fault AND faulty brake AND scratch.

You are starting to sound like you work for Canyon.

ok bob. Enjoy your torque.

To get it that out of whack it must have been built by Intense 😆

Northwind – that comment made my other half 😀 😆 😀

I asked him why and i’ve just had a 10 minute lecture of the history of Intense!

So generally we are happy with Canyon then? 😆

I bought a Nerve am in 2010 after much dithering. The bike itself is great, although i did have some problems with both it and the service. Initially had a creak in the frame, which a mechanic friend identified as due to cracks in the headset. After a bit of to-ing and fro-ing they agreed to replace the frame, sent it off to Germany and they sent it back. Sadly on the return they broke the rear mech, leaving it hanging loose off the frame. Again, after much to-ing and fro-ing they agreed to replace it, but took 3 weeks to supply a replacement – claiming SRAM had none of them in stock that month.
As i said, the bike is great, and you can have issues with any bike, but i found it frustrating that literally no one will answer the phone in the UK office, even well into open hours. Also, the initial reaction to any dispute seemed to be “its your fault”. I still have the bike, still love it, but it has soured my opinion of Canyon.

That’s all very impressive Maico however, their processes and systems weren’t good enough to stop the same problem slipping through the net twice eh?

FWIW I think their bikes are very good however, as spudly1979’s post also demonstrates you cant just wheel the bike back into the shop, eyeball someone knowledgeable face to face, hopefully have the problem diagnosed quickly / get the peace of mind that you aren’t going to have a battle on your hands just to prove there is a problem.

Apologies if I have missed it somewhere in this thread but what model of Torque did you order apinkone?

Nothing else really seems to come close to them for the price so I’m very tempted, I possibly shouldn’t take the risk though!

Cheers

Euanc- Torque FRX.

If you decide on it. Use your credit card. Its the only method of payment that has a law applicable that gets your cashback.

And whatever you do…. DO NOT USE IT before fully checking it over top to toe. See my above quotes from them.

You MUST give them 3 attempts to correct a problem if you use the bike before claiming warranty. Its in their T+C’s you sign when you buy. As soon as you use it.. They are not obliged to give you refund.

Sounds a bit of a nightmare story on the Torque, can’t say I’d have been any more patient with them either. I don’t own a Canyon (although they’ve been on a couple of short-lists for new bikes) but from what I’ve read they’re generally very good when it comes to sorting out small issues but can be a complete nightmare when it comes to replacing frames

ive got a hardtail and AM.

had the hardtail for nearly 3 years and never had a problem with it, just the usual wear and tear over the years.

the nerve am ive had a couple of problems. the main one bieng the pivot bearings (which seemed to be a common one. this was after about 9 months i notice the top cap on the pivot bearing worn down. so i open it and the bearing were just disingrated. phoned them up and they said that the bearings were wear and tear and are only covered for 6 months, but bieng a valued customer blah blah blah, we will look at it. they arrange to pick it up and drop it off, didnt cost me a penny. they contacted me by email through every stage, and it was decided that for what ever reason they replaced the rocker arm its self and the bearings.

so was happy with the result and i was always kept informed with what was happening with my bike.

ive had a new headset on the bike (didnt no if that was still under warrenty, but i just replaced it, bearings in hubs replaced, new BB etc. bike gets rode as it should do, hard, so the wear and tear is acceptable.

if i had to complain it it would be the paint job has faded in places and the delivery charge is too much imo, if i need to buy something from them. but thats it.

i would buy again if i had the money 🙂

Euanc- Torque FRX.

If you decide on it. Use your credit card. Its the only method of payment that has a law applicable that gets your cashback.

And whatever you do…. DO NOT USE IT before fully checking it over top to toe. See my above quotes from them.

You MUST give them 3 attempts to correct a problem if you use the bike before claiming warranty. Its in their T+C’s you sign when you buy. As soon as you use it.. They are not obliged to give you refund.

Ok thanks for all the info, it’s good to know, just a shame you had to find it out the hard way!

Bought a Grand Al 29 in December 2012. Arrived quickly, no issues at all.

Liked it so much I stuck an XTR groupset and lighter wheels/finishing-kit on it, racing it all this year. Honestly one of the best bikes I’ve ever owned.

Would happily order another.

Von – Make friends with a solicitor, have them make your phone calls for you. Gets things moving along nicely. ;o)

apinkone – Member
theblackmount – yes! On all counts.

Also on the complaints… If I knew it was going to be this hard to explain online, and posters would turn on me. I wouldn’t have bothered.

I learned not to buy from Canyon, and not to post on forums a bad review. As neither is easy.

Having read/seen your explanations of the issue on here, I’m not all that surprised what wires got crossed when speaking to Canyon.

Dougal – lol…why pay for a dog when your own bark is loud enough.

2nd bike has now departed for germany. Fingers crossed the refund happens quickly without issue.

But I’ve to wait till arives in germany and then gets inspected, then bank processing…. So… 2 more weeks is estimate

Then…. Get to order a new bike elsewhere… YIPPEE!

Honourable george – believe it or not. Canyon understood straight off the bat. Problem was they couldn’t get me a frame without the fault. Which they admitted they failed to do.

Having read/seen your explanations of the issue on here, I’m not all that surprised what wires got crossed when speaking to Canyon.

There was nothing wrong with the explanation, just the usual crowd of people jumping to the wrong conclusion and polluting the thread with wrong information.

The problem seemed clear to me after reading the thread once.

honourablegeorge – Member

Having read/seen your explanations of the issue on here, I’m not all that surprised what wires got crossed when speaking to Canyon.

We have three Canyon’s in the household.

No problems at all with the Nerve XC or AM, both 2011 models. Came ready to ride, and both have been hassle free. IMO they made a mistake speccing the large air can on the rear of the AM, the shock blows through the travel more quickly than I’d like, but Propedal sorts that and on the upside it’s an immensely plush ride.

I did have a problem where the RH SPD cage came loose after 6 months, a known problem. Sorting it was hassle free, with postage costs returned, but it did take about 5 weeks.

I also have a 2012 Torque FRX. I love the bike, and again came completely set up. We just had 8 days hard riding in PDS, and on day 4 the back wheel practically disintegrated. I must have smashed it hard, the whole thing just came loose. In retrospect it must have been coming loose for a while and I hadn’t spotted it, as the bike is way more planted around fast corners now, but c’est la vie.

It took me 20 mins to tighten back up, so I only missed one run, but I guess this would have been a much bigger problem had I not noticed and/or not been able to rebuild myself.

I’ve found Canyon UK to be perfectly good to deal with, and to resolve things quickly. I’m flabbergasted that something like needing an extra washer would be thought to merit returning (rather than a trip to an LBS at Canyon’s expense) but the hanger misalignment sounds like a nightmare. Fortunately I’ve experienced nothing like that.

Update as requested. Refund has been received.

Good on you apinkone. Shame it was such a hassle for you – both from Canyon and some of the to$$ers on this forum whose nuts are clearly smaller than raisins – but equally clearly bigger than their brains.

Laika

I’ve encountered the very same issue in my ’13 FRX as apinkone – misaligned rear derr. hanger 🙁 – PICS
I’ve reported this to the local Canyon rep. and they’ve forwarded it to the main Service team in Germany but it has been 3 weeks now without an answer …