Canyon Buying Experience, Not Great.

skinnygav
skinnygav Posts: 50
edited August 2010 in Road buying advice
Hi all,

I recently bought a road bike from Canyon which in all honesty was a bit of a nightmare. My initial order was for the ultimate al with the double crankset, after the order they send you a confirmation that does not detail any specifications of the bike i.e. no colour/cranks or anything, just the model.

As such I e mailed them asking for a confirmation of the spec and they said it was the version with the compact cranks, this e mail arrived just after they had dispatched the bike. So I cancelled it and re ordered with specific details re crankset teeth numbers etc. They confirmed this but when the bike arrived, you guessed it... compact cranks. They also confirmed that the original bike was the double after all. I'm in a position now where i've waited too long to get the bike and really can't face returning it especially as i've no idea what bike they will send next.

I'm sure the bike is great but i'm posting this more as a bit of a warning really as i've seen posts by individuals ordering from them, I just wished i'd ordered from a UK based company that you can communicate more easily with. The only thing Canyon can do for me is another re order after I have returnded the bike, not good enough IMO.

Comments

  • Garry H
    Garry H Posts: 6,639
    You live and learn. Just sell the crankset and buy a compact, not the end of the world.
  • giant_man
    giant_man Posts: 6,878
    yeah I do agree. surely the best thing here is the frame, no?
  • skinnygav
    skinnygav Posts: 50
    yeah i'm not questioning the quality of the product just the whole buying experience was a bit of a disaster.
  • bigpikle
    bigpikle Posts: 1,690
    that sounds terrible - cant get when people say "sell the compact and buy a double"... You ordered the bike with a specific spec and they sent the wrong one, and thats really poor. Why would you have to go and spend more £££ to sort their mistake out and then have to go about fitting new kit, not to mention what happens if there is a warranty claim :evil: Mistakes happen of course, but its a shame with something as obvious as this.

    Good luck getting it back to them and replaced with the correct bike. Looks like somewhere to avoid...
    Your Past is Not Your Potential...
  • EKIMIKE
    EKIMIKE Posts: 2,232
    Well that's a bit of a pain. By contrast i had a faultless experience when buying from Canyon. These sorts of things are the biggest problem about mail order. I've had similar experiences with many UK based online shops.
  • Garry H
    Garry H Posts: 6,639
    Bigpikle wrote:
    that sounds terrible - cant get when people say "sell the compact and buy a double"... You ordered the bike with a specific spec and they sent the wrong one, and thats really poor. Why would you have to go and spend more £££ to sort their mistake out and then have to go about fitting new kit, not to mention what happens if there is a warranty claim :evil: Mistakes happen of course, but its a shame with something as obvious as this.

    Good luck getting it back to them and replaced with the correct bike. Looks like somewhere to avoid...

    Why not? He took the risk of buying a bike over the net from a comapny based in Germany. As far as I have heard anyway, the frames are great and are a real bargain. ( Would consider one myself if I was looking for a new bike). He could have paid a lot more for a bike of equal quality from a local seller, but would have had peace of mind thrown in. If he replaces the chainset, he's still quids in over the LBS option and I assume that was his intention by buying from Canyon in the first place. Wouldn't stop me from buying from them. I really don't see what the big deal is.
  • skinnygav
    skinnygav Posts: 50
    Garry, I have not questioned the quality of the product and yes I took the risk but it cost a lot of money (to me it is a lot of money anyway) and I would expect it to be correct.

    My post was more of a heads up to the community that I found them hard to communicate with, even after clarifying exactly what I wanted, screenshots of their website etc they still sent the wrong bike.
  • bigpikle
    bigpikle Posts: 1,690
    Why not? He took the risk of buying a bike over the net from a comapny based in Germany. As far as I have heard anyway, the frames are great and are a real bargain. ( Would consider one myself if I was looking for a new bike). He could have paid a lot more for a bike of equal quality from a local seller, but would have had peace of mind thrown in. If he replaces the chainset, he's still quids in over the LBS option and I assume that was his intention by buying from Canyon in the first place. Wouldn't stop me from buying from them. I really don't see what the big deal is.

    ...because he bought and paid for a bike and they sent a different one?

    Next time you order a car and they send a different model and a different colour, then I guess you'd be happy to sell it and replace it with the one you wanted then....?

    I dont care if you buy over the web and try and get a bargain. If they dont ship what you bought then you have a right to be unhappy!
    Your Past is Not Your Potential...
  • Buckled_Rims
    Buckled_Rims Posts: 1,648
    I suppose it also comes down to the time of year you ordered the bike. Personally, I would never buy or order a bike from Easter to well after the TdF simply because the companies are far too busy with orders coming in for the Giro and TdF, summer etc.

    I've just recently had my back wheel trued and the LBS was totally booked up with repairs and servicing for weeks! I even heard him tun down a customer whilst I was in the shop.
    CAAD9
    Kona Jake the Snake
    Merlin Malt 4
  • Garry H
    Garry H Posts: 6,639
    Bigpikle wrote:
    Why not? He took the risk of buying a bike over the net from a comapny based in Germany. As far as I have heard anyway, the frames are great and are a real bargain. ( Would consider one myself if I was looking for a new bike). He could have paid a lot more for a bike of equal quality from a local seller, but would have had peace of mind thrown in. If he replaces the chainset, he's still quids in over the LBS option and I assume that was his intention by buying from Canyon in the first place. Wouldn't stop me from buying from them. I really don't see what the big deal is.

    ...because he bought and paid for a bike and they sent a different one?

    Next time you order a car and they send a different model and a different colour, then I guess you'd be happy to sell it and replace it with the one you wanted then....?

    I dont care if you buy over the web and try and get a bargain. If they dont ship what you bought then you have a right to be unhappy!

    As far as I understand, he received the same bike, but with a different sized chainset. I wouldn't buy a car over the internet from a company based in Germany...

    I guess we all have different levels of of expectation.
  • PJC933
    PJC933 Posts: 28
    I would be intetested in comments on Canyoin bike - I am torn between just pick one of standards say a Specialised Tarmac Pro - £2500 - I can get great support from LBS fitted etc but £200 Equipes wheels on £2500 bike?Not great - compared to Canyon SL wheels and Chorus for similar price? Similar story whether Trek, Cannondale etc.
  • PJC933
    PJC933 Posts: 28
    I would be intetested in comments on Canyoin bike - I am torn between just pick one of standards say a Specialised Tarmac Pro - £2500 - I can get great support from LBS fitted etc but £200 Equipes wheels on £2500 bike?Not great - compared to Canyon SL wheels and Chorus for similar price? Similar story whether Trek, Cannondale etc.
  • EKIMIKE
    EKIMIKE Posts: 2,232
    Buy one only if you're confident that you're getting the right size. Factor in stem length too! I've got my Canyon now and i'm really enjoying it. But i spent ages measuring my current bike (now demoted to winter duties) and comparing it with the Canyon geometry charts.

    As for the ride - whilst i've not ridden many different bikes, the Ultimate CF feels awesome. Super stiff laterally whilst nice and comfy with regards to absorbing the bumps in the road. The handling is unbelievably good compared to my other bike too.

    The spec speaks for itself. Unbeatable value. Even the framesets are great value considering they come with stem and seatpost.
  • TimoH
    TimoH Posts: 120
    EKIMIKE wrote:
    Buy one only if you're confident that you're getting the right size. Factor in stem length too! I've got my Canyon now and i'm really enjoying it. But i spent ages measuring my current bike (now demoted to winter duties) and comparing it with the Canyon geometry charts.

    As for the ride - whilst i've not ridden many different bikes, the Ultimate CF feels awesome. Super stiff laterally whilst nice and comfy with regards to absorbing the bumps in the road. The handling is unbelievably good compared to my other bike too.

    The spec speaks for itself. Unbeatable value. Even the framesets are great value considering they come with stem and seatpost.

    Amen, Bro!

    If you get the size right, it is very difficult to be disappointed with the Ultimate CF. There are no weak points in the spec. It is one of those bikes that makes you ride more :D
  • I'd recommend them too. My experience with them was faultless. They answered any questions i had very quickly, politely and professionally and as long as you're sure about the size you need you can buy with confidence.
    I'm having to take things a little easier this week due to overtraining caused by how bloody good the CF is.
  • RDB66
    RDB66 Posts: 492
    I've just finished building up my CF, not riden it yet.

    I had great service from Canyon, had to wait just over 4 weeks for mine to be delivered.

    Stunning looking beast it is !! 8)
    A Brother of the Wheel. http://www.boxfordbikeclub.co.uk

    09 Canyon Ultimate CF for the Road.
    2011 Carbon Spesh Stumpy FSR.
  • bhm0381
    bhm0381 Posts: 2
    I was so impressed by the whole experience of purchasing and the building up of my ultimate CF SLX that i went ahead and bought the CF PRO to go with it,

    There is always going to that element of risk when buying from overseas,but as long as you know what you doing and have done your homework properly the results are highly rewarding.