Canyon warranty/ support

My brother is considering getting a Neuron CF. Has anyone got any experience of the quality of the warranty / support Canyon offer if he has any problems with it (e.g it cracks)?

I can’t say on the frame warranty but my brother bought a Grizl last year and he discovered the ekar shift lever was broken out of the box. He contacted Canyon and a UK rep got in touch to apologise and advise he sends it to an authorised service centre in Cheshire iirc. As he was keen to get the bike going my brother offered to buy a replacement lever and be reimbursed for the cost, I would then fit it. They were happy to do this no problem. Canyon refunded the lever cost very quickly, and also covered the cost of an ekar bleed kit.

Yes it was broken on delivery but these things can happen. It was the way they were flexible and quick to respond. Can’t fault them for that.

👍

Seems to work pretty well. A friend has had three replacement frames from them. Make of that what you will.

Again mine was minor but the hanger sheared after a couple of months. It looked cracked rather than bent.

Sent them an email saying it looked faulty. They responded saying it was unusual, not sure what has happened. We wouldn’t normally cover hangers but we’ll send you a new one for free by courier so you can keep on riding.

They are at least as good if not better than most bike companies. Check the small print though as if you are worried about frame cracks sometimes rear triangles aren’t covered (Specialized!)

I’ve not had warranty experience but general queries for a bike I’ve just ordered had really prompt and helpful replies, and they credited a packaging cost that I hadn’t anticipated (bike to work scheme) just to be helpful.

Ok thanks, I’ll let him know.

. @jonba- not heard of this re Specialized – I’ve got one, so interested about your comment – I’ve only ever heard great things about Specialized warranty?

Edit to add – just checked and it definitely says the lifetime warranty applies to seat stays and chain stays in the wording.

I have a Neuron that is about 4 years old

They cover the bike for 2 years and the frame for 6

An insert broke free from the carbon swing arm after 3 years. I uploaded photos and later that day they agreed to send a new swing arm. My responsibility to get it fitted.

This all took a while as i was away but it turned out they sent the wrong swimg arm. The xs is 27.5 all other sizes 29. So i went through the process again. Again they got back to me the same day and were apologetic and keen to get me sorted quickly. In the end i agreed to one in a slightly different grey as it was in the uk.

Overall better than i expected

It’s good, mate had a questionable warranty claim- they honoured it. Better than some of the stories on here about shop supplies bikes.

Carbon steerer on gravel forks cracked. A year out of warranty, so emailed for a price for a replacement. Told they’d had issues with stems being potentially overtightened and new forks had a redesigned steerer insert to prevent problems. Sent me a new updated  fork free of charge. It was for a grail with the double decker bars that needed a specific length and angle on the steerer cut, so they provided a postage label to return the old fork so the new one could be cut to the same measurements. Whole process took less than two weeks and cost me nothing.

I have a Spectral 125 CF and they were very helpful when the Fox shock started losing air.

All sorted quickly and no cost to myself.

Not warranty as such but when I flew to Australia with my road bike, the thin top cap bolt got slightly bent in transit – not enough to stop me tightening the headset but enough to be annoying.

At the World RR Champs in Wollongong, I spotted a Canyon stand so popped over and had a chat with them, they immediately phoned through to their Melbourne HQ and one of the guys who was travelling to Wollongong later that day brought a spare headset top cap and bolt with him. I picked it up the following morning and tried to pay for it but they wouldn’t accept any money.

So yeah, top service, they didn’t need to do any of that – could easily have said “well it’s just about working OK, sort it when you get back to the UK” but no, super helpful. 👍

All sounds good re Canyon overall, I’ll let him know- cheers everyone! Looks a good bike the new Neuron so coupled with this he’ll probably go ahead with it.