Warning to all Canyon full suss owners

Welsh_Tom

But dose he have the same problem? Can you give us a outline to what they said? I.e. "you are the end user its your fult" it late for not ording one. I got it coming in a week. I am going to mail them and ask how it should be.

Fudgie

Welsh_Tom wrote:

But dose he have the same problem? Can you give us a outline to what they said? I.e. "you are the end user its your fult" it late for not ording one. I got it coming in a week. I am going to mail them and ask how it should be.

No, completely different problem. Sorry I can't say more as it's not for me to discuss.

As to the hose routing. I'm beginning to think that routing it over the BB is perhaps a better route than underneath - as long as it isn't allowed to rub directly on the frame. So all you have to do when yours arrives is to check that it's a smooth run and stick some protection on. I might even re-run mine over the BB!

stubs

Welsh_Tom Hi mate if you tape it up it should be fine. Emailing them is a good idea the more emails they get on this problem and they might get the message that something is not right and they need to treat there customers a bit better.

AMcK

Fudgie wrote:

As to the hose routing. I'm beginning to think that routing it over the BB is perhaps a better route than underneath - as long as it isn't allowed to rub directly on the frame. So all you have to do when yours arrives is to check that it's a smooth run and stick some protection on. I might even re-run mine over the BB!

Ha! I re-routed mine underneath yesterday as that appears to be the way it should have been done originally. Noticed that there was also a slight rub starting where it sat on the frame above the BB, but nothing by comparison to the downtube.

Two other mates have a canyon (after riding mine, I might add!!) - one routed over, one under originally - both now under.

Sent back all the info they asked for, and am awaiting a response. They are aware I came across the issue on the forum which prompted my checks, so must be equally aware of the interest it would generate.

Dobbs

Oh dear. I've pointed a few mates in the direction of Canyon, I think I'll tell them to look elsewhere sharpish!
A company can have the best quality and value product but if their CS is poor, I won't touch them or recommend anyone else do, and MTBers have long memories.
Except me. My memory is not very good.

allen.coulson

I presume the second cable going underneath the BB is the front mech which of course has to pull downwards so even re-routing the rear brake cable over the top will not remove the 'trip' hazard of the cable snagging which is what I don't like the look of although I guess that the risk of snagging the cable is low.

The design issues seem to be routing that does not bed the cables tighter than the specifid radius of curvature to avoid inhibiting the inner cable or messing up the fluid flow.

Then there is the abrasion issue which must be safety related - it certainly seems to be and hen there is the exposure of the cables under the BB which to me is a safety issue.

Goods sold in the UK have to be safe - law - just that.

In the original photos it does seem that Canyon have applied some protection to the underside of the downtube so why not to the BB.

And then there is this issue of consistency as to he routing which to me is a QA matter.

For all their gobbing on their website - and in fairness they have some real accolades they don't mention any QA certification - does not surprize me.

My bike has got a sticker on it saying manufactured to whatever spec it is - which is a safety standard - doe the Canyon have one on the frame.

I hope that Canyon are picking up these remarks which by and large are objective - but should also give them caue for concern. This forum pasted CRC and they came out of it better as a result hopefully Canyon will too.

stubs

Just done my hose re routing took me 20 minutes easy as anything would have taken the factory seconds to do it right

You need
3 x zip ties
1 x piece of tape, helicopter tape is best but duct tape will do
1 x small screwdriver
1 x cutters to cut zip ties
1 x scissors

I left the pedals on you might be able to get away with out cutting the zip ties if you take pedals off. Carefully cut the 2 zip ties holding the hose to the chain stay. Carefully prise off 2 of the half moon clips on the downtube with the screwdriver. Cut a piece of tape to cover the weld on the bottom bracket down tube joint. Cut a piece of tape to go between the two zip tie mounts on the chainstay. The following photos show how I did it. I also put a piece of duct tape on the hose to protect from rock strikes possibly not needed but I am feeling very twitchy at the moment.

Jack Sheet

I was once a proud owner of a Canyon nerve XC 8.0. The first three weeks were fantastic on that bike. I was really impressed by it. Great bike, great price....what could go wrong.

Well after serveral short rides, I planned a big one part way through my holiday. An hour into my trip the bike started to make some rather strange noises. I checked the bike over and it seemed fine. Two hours into the trip and BANG the pivot bolt behind the chainset fell out.

I managed to walk home with the bike to contact Canyon UK, who assured me that they will be able to sort this out quickly.

It took a further 5 and a half weeks of telephone calls, emails and general frustration to finally get a full refund. Now I will tell anyone that Canyon manufacture a wonderful product and as long as everything goes well then you are onto a winner. But you shold judge a company by how well they sort out problems. On that basis Canyon are the worst company I have EVER, EVER dealt with.

The day after I got my refund (Thursday), I was in my LBS purchasing an awesome Trek EX 9, which I picked up on the Friday after work and funny enough I have no problems whatosever in the month I've had it.

Fudgie

Uh oh!

Revolver22

I ordered a Canyon Nerve AM yesterday before reading all of this. :shock:

Up until now I had only read positive things about them!

If I am honest I am not too worried about the cable issue as it does seem a very easy fix now it has been brought to everyone on heres attention by the unlucky couple of people. I was intending to swap the Avids with my Hope Tech X2s when I get the bike anyway so I will be able to make sure I protect the bike as needed.

But I am a bit worried about the aftersales service, the speed of it doesnt sound the greatest, and the fact they are quibbling over things they should sort out without any dramas.

I think however people are a bit harsh to go bashing Canyon for quality control and poor attention to detail. One of the things that attracted me to the bike was exactly that, the attention to detail - things like the rubber parts on the hoses to prevent cable rub (look around the head tube), the protective strip on the downtube, the internal routing for the gear cables, which, whilst fiddly, helps to extend their life and maintenance. Neither of these things are common on bikes anywhere near this price range and so I think it is unfair to suddenly slate their general QC and attention to detail because a cable appears to have been routed differently on different bikes.

Welsh_Tom

I asked about robs problem as I was worryed it was a safety issue. I love this thread I can not wait for my bike now . . .

allen.coulson

Revolver is right that no-one should slander Canyon - libel may b the better word. I don't think anyone is libelling them. but these issues and the build inconsistency and concerns over safety should not be ignored and sharing them is valuable. They look nice bikes - no one says differently. But if I'm going to be going down the hill at 40 mph then I want n doubts at all.

If I bought a german car (porsche that would be) then I' would not want to re-route the cables.

(..well perhaps not 40)

antop34

or.... you could just suck it up and ride! put some tape over it or lizard patches and it wont get any worse. A small scratch will not cause part failure and if it does you ride FAR too heavily.
I am sorry but this made me laugh, really made my day!!

AMcK

I agree - to date, I've had nothing but fair, reasonable and good quality customer service and communications from Canyon, particularly with Cullen. And I've not had an update since they requested some extra info for them to investigate, so currently I've no reason to think that it will be anything otherwise (aside from the experiences discussed here).

Can't speak highly enough of the bike itself, and the component/ride quality - which is why I was so surprised to discover this issue, because of the attention and eye for detail (which I'd been going on about as it came out of the box) that was taken elsewhere with frame protection - as Revolver22 mentioned.

BUT It's because of that, I didn't check for the hose rub - more fool me, you might say (and I am kicking myself a bit). But because of the build inconsistency uncovered about whether the hose is installed over or under the bb, it seems that Canyon have missed this detail, which is the cause of the problem.

What they do next, of course, will determine my ongoing view of how they treat existing customers alongside the new sales.

CraziScot

I'm the happy owner of a Nerve AM 8.0, been ridden pretty much every day for the last month and not had a single problem or issue. Have to say this has been and interesting read.........

Firstly the how too posted earlier is exactly how my brake hoses came routed from the factory and to be honest having changed them to Hope Tech M4s I don't see why they would be routed any other way, but hey hoe thats for to people with the problems to take up with Canyon. Worth noting that this is the way Specialised among other brands route cables on a number of their models for those that are worried about snagging etc.

Secondly the frame protection from the factory on these bikes is excellent, as someone else pointed out, there are patches and rubber bumpers at all the obvious rub points. Normally one of the first things I check as frame rub is a pig once it sets in.

I'm glad to see that the Canyon bashing has eased a bit. My bike came with a bent rear QR axle which Cullen at Canyon UK got replaced with no problems. The first one they sent was wrong but that was part my fault as I didn't clearly state it was an RWS rather than a QR but it was all sorted quickly and with no fuss.

cat_with_no_tail

CraziScot wrote:

I'm the happy owner of a Nerve AM 8.0, been ridden pretty much every day for the last month and not had a single problem or issue

CraziScot wrote:

My bike came with a bent rear QR axle which Cullen at Canyon UK got replaced with no problems. The first one they sent was wrong but that was part my fault as I didn't clearly state it was an RWS rather than a QR but it was all sorted quickly and with no fuss.

Errrrrrrrm, can you say "contradiction"?

Not here to get involved in "Canyon Bashing". But let's at least get the facts right.

blablablacksheep

Tbh this isnt a major flaw or issue just a simple factory error by most likely a novice staff member either rushing or not understanding fully how to put the cabel routing proper.

If people were posting about QR skewers falling out or wheels breaking id be worried but it isnt.

People allways check things before you ride them right? sinse it seems like a simple thing to spot given im sure most of you check frame /bike over when you buy for damage ect.

either way given the helpfull post about fixing this issue i wouldnt be bashing the canyon given you getting a pretty sick bike for good value.

If like another person said i spent 3k carbon bike or 100k on a car id be very picky about the tiny things like a stich missing from car seat ect..

stumpyjon

Same thing happened to my Stumpjumper FSR, 3 years ago, brake cable wore quite a groove in the BB shell. Put a clear plastic lizard skin patch over the groove and it's got no worse. Obviously the plastic patch is stronger than the aluminium.

Brood

blablablacksheep wrote:

Tbh this isnt a major flaw or issue just a simple factory error by most likely a novice staff member either rushing or not understanding fully how to put the cabel routing proper.

If people were posting about QR skewers falling out or wheels breaking id be worried but it isnt.

People allways check things before you ride them right? sinse it seems like a simple thing to spot given im sure most of you check frame /bike over when you buy for damage ect.

either way given the helpfull post about fixing this issue i wouldnt be bashing the canyon given you getting a pretty sick bike for good value.

If like another person said i spent 3k carbon bike or 100k on a car id be very picky about the tiny things like a stich missing from car seat ect..

I think it's more of a customer service issue right now rather than a cable rubbing issue. We all know it's easy to solve IF you're aware of it!

No one likes to be snubbed when you have a genuine issue especially by Germans!

streetvw

from mine and the other guys who already own Canyons point of view its more a matter of how Canyon deal with the problem rather than the actual damage.

cooldad

Brood wrote:

No one likes to be snubbed when you have a genuine issue especially by Germans!

Don't mention the war.

cuthbertsavage

Right,

Im pissed now. BUT. I have a small paint rub. note PAINT rub in the area mentioned and have covered it with helicopter tape. no more problem. DONE. FIXED. END OF.

Please. Stop.

stuisnew

cuthbertsavage wrote:

Right,

Im pissed now.

Annoyed or drunk (or both)
Registering an interest from a lbs VS buying direct kind of way. Shouldn't make much difference but sometimes easier to haggle/complain when you're just round the corner rather than via e-mail or phones which never get answered. Good luck to you though.

Johnny Napalm

Yep, the internet is great for getting bargains, but can be a pain when you have issues. Unanswered phone calls/emails can become very frustrating very quickly.

Fudgie

Yes. It's the downside of buying direct and one factor you have to consider in your buying decision. But until now we haven't experienced Canyon's after sales customer service so we haven't been able to take it into account. I think that would suggest that the bikes are generally reliable and of good quality and the majority of us buyers are very pleased with them.

The cable rub problem discussed in this thread is a relatively minor matter in itself (unless it's damaged your frame, of course). But it's the first time we've been able to see how Canyon reacts to problems. The outcome of these complaints will help potential buyers weigh up the pros and cons of buying direct from Canyon. For instance, will the slim chance of your bike developing a fault and your complaint being rebuffed by the manufacturer outweigh the huge cost saving on a fantastic bike? Knowing what to expect, one way or another, makes the choice less of a gamble.

I used to own BMWs but had such awful experiences from the main dealer that I'll never own one again. I had a bad experience with a production fault when buying my Whyte through a main dealer. I wasn't treated particularly well and was put to a lot of inconvenience. The distributor was probably the main villain. So I got it sorted by myself but will never buy another Whyte. Therefore I find the opportunity to buy direct and cut out the distributor and bike dealer very attractive!

I'll certainly buy another Canyon but the outcome of these complaints will help me make a better balanced buying decision.

CraziScot

Cat With No Tail wrote:

CraziScot wrote:

I'm the happy owner of a Nerve AM 8.0, been ridden pretty much every day for the last month and not had a single problem or issue

CraziScot wrote:

My bike came with a bent rear QR axle which Cullen at Canyon UK got replaced with no problems. The first one they sent was wrong but that was part my fault as I didn't clearly state it was an RWS rather than a QR but it was all sorted quickly and with no fuss.

Errrrrrrrm, can you say "contradiction"?

Not here to get involved in "Canyon Bashing". But let's at least get the facts right.

Erm the facts are clear, Canyon packed the bike appropriately, the ham fisted courier/loader obviously dropped the box which smashed the MDF board protecting the QR, Canyon replace with no quibble. Simples, good customer service. I'll be more specific in my description next time.

So pretty simple, all the components work, I've not had to adjust or retighten anything so not had a single problem or issue seems pretty fair to me.

JEZ 8553

My cable routing on my Nerve AM 6.0 (SRAM groupset) was the same as Stubs. I had a very slight rub mark but I have the gloss puke green colour option which probably is better against rubbing due to being smoother than the anodized finish. Stuck some Paragon/copter tape over the area and should now be fine.

To be honest the bottom bracket can drop very low on mine and I personally wouldn't be happy running the brake cable under the BB shell where it could get pinched clearing logs etc.

Overall I was willing to take the risk of buying direct from Germany and having a spec that includes things like the front forks which cost nearly half the price of the bike separately

Welsh_Tom

Have you left it over the the bb?

stubs

JEZ 8553 wrote:

.

To be honest the bottom bracket can drop very low on mine and I personally wouldn't be happy running the brake cable under the BB shell where it could get pinched clearing logs etc.

I rerouted under the BB and wrapped a 1/2 inch wide strip of black duct tape round the hose. Went out today in appalling weather and rode every rocky loose bit trail I could find and banged it down a lot of steps and over a few logs. The duct tape isnt even marked. Think it might not be the problem I was worried about.

toasty

The majority of full suss frames I've had have had the odd bit of cable rub, my Meta now has a small bit in that same area, quickly heli taped up, no problem (I actually went back and tidied it with nail polish too :P).

My Mojo used to be bad around the top of the seat tube, the routing was rubbish there, it relied on a bit of innertube holding the cables together. Big brand wise, I've owned a Pitch, FSR XC and Enduro, all required tape after a couple of rides and spotting rub marks.

Just tape it up and ride. This forum gets so overexcited about nothing everytime someone breaks a nail. 100 miles is more than ample to rub a hole through the paint.