Canyon customer service

Gabbo

All I can say is, I hope when the bike arrives, it's in a standard much higher than their customer service. They don't respond to emails, nor do they answer calls. Good stuff Canyon!

Anyone else experienced this with them before?

Scotty-Gee

Yeah sounds about right, I didn't get much humour when on the phone to the UK team. Not what you expect when spending several £K.

However all was forgotten about when the bike arrived, the boxes are great (despite having to pay for them) and the quality is superb.

Gabbo

At least I'm not alone in this. Hopefully the bike will make up for it, but their customer service is to be despised of.

edten

I've had nothing but good experiences with them. Bought two bikes and had a warranty replacement sorted out. Always got back to me within 24-48hrs via emails and on the phone (I used the German phone line) they were always helpful. Warranty replacement took two weeks which isnt bad considering having to have the item shipped over to me, and I think they had to spray the item up as no longer a current colour way.

Gabbo

edten wrote:

I've had nothing but good experiences with them. Bought two bikes and had a warranty replacement sorted out. Always got back to me within 24-48hrs via emails and on the phone (I used the German phone line) they were always helpful. Warranty replacement took two weeks which isnt bad considering having to have the item shipped over to me, and I think they had to spray the item up as no longer a current colour way.

I can't talk German unfortunately, otherwise I would call their German support team

Gabbo

What's the number for the German customer support? I've seen it but unsure whether I am dialing it in correctly:

+49 (0)261 40 4000

Scotty-Gee

You wont need the 0.

0049 261 404000

imposter2.0

Gabbo wrote:

I can't talk German unfortunately, otherwise I would call their German support team

In my experience, most Germans speak English better than we do.

Gabbo

Imposter wrote:

Gabbo wrote:

I can't talk German unfortunately, otherwise I would call their German support team

In my experience, most Germans speak English better than we do.

That's actually very true

Gabbo

Scotty-Gee wrote:

You wont need the 0.

0049 261 404000

Ta pal!

Gabbo

Yep, the German customer service team is definitely the way forward. Just spoken with them without any hassle whatsoever. No language barrier, nothing. :-)

chrispsmith83

Yeah I found the German customer service team to be amazing, the english one kept getting me confused with a different customer. I wanted to change my stem but didn't know which size so the German team kindly sent me 2 and said just send back the ones you don't want. and each email ended with 'We hope you enjoy your canyon' which i thought was a nice touch too

jonny_trousers

I didn't fight in 2 World Wars so that you lot could experience superior customer service from Fritz!

Good to hear Canyon's reputation remains intact.

muzzan

edten wrote:

I've had nothing but good experiences with them. Bought two bikes and had a warranty replacement sorted out. Always got back to me within 24-48hrs via emails and on the phone (I used the German phone line) they were always helpful. Warranty replacement took two weeks which isnt bad considering having to have the item shipped over to me, and I think they had to spray the item up as no longer a current colour way.

Hi,

I may be about to put this to the test. Getting some noise from the front wheel when under load. Have had some initial contact & the guy seemed helpful enough. I think you have to pay the carriage even on a warranty claim is that right? Can you say how much they charged you for this?

muzzan

edten wrote:

I've had nothing but good experiences with them. Bought two bikes and had a warranty replacement sorted out. Always got back to me within 24-48hrs via emails and on the phone (I used the German phone line) they were always helpful. Warranty replacement took two weeks which isnt bad considering having to have the item shipped over to me, and I think they had to spray the item up as no longer a current colour way.

Hi,

I may be about to put this to the test. Getting some noise from the front wheel when under load. Have had some initial contact & the guy seemed helpful enough. I think you have to pay the carriage even on a warranty claim is that right? Can you say how much they charged you for this?

Raffles

When I was considering purchasing a Canyon I found the UK support to be total and utter rubbish. When I contacted german support , they actually answered the phone but once again the support was rubbish.

Needless to say I didnt buy a canyon and id be concerned for any customers who have warranty issues as the support is dreadful.

edten

Gabbo wrote:

edten wrote:

I've had nothing but good experiences with them. Bought two bikes and had a warranty replacement sorted out. Always got back to me within 24-48hrs via emails and on the phone (I used the German phone line) they were always helpful. Warranty replacement took two weeks which isnt bad considering having to have the item shipped over to me, and I think they had to spray the item up as no longer a current colour way.

I can't talk German unfortunately, otherwise I would call their German support team

Luckily for me they spoke english!

edten

muzzan wrote:

edten wrote:

I've had nothing but good experiences with them. Bought two bikes and had a warranty replacement sorted out. Always got back to me within 24-48hrs via emails and on the phone (I used the German phone line) they were always helpful. Warranty replacement took two weeks which isnt bad considering having to have the item shipped over to me, and I think they had to spray the item up as no longer a current colour way.

Hi,

I may be about to put this to the test. Getting some noise from the front wheel when under load. Have had some initial contact & the guy seemed helpful enough. I think you have to pay the carriage even on a warranty claim is that right? Can you say how much they charged you for this?

I didnt need to return the part, just sent photos but yes typically warranty returns postage is paid by the customer claiming and the supplier pays for the postage to return the replacement. Creaking from the front forks was my issue. I had the carbon forks and the drop out joint had cracked so creaked under load. Check for any small paint cracks. Does the noise temporarily go if you undo and firmly tighten the skewer? If it does then your problem seems very similar to my issue. I would also try different skewers as the KCNC ones I had creaked anyway.

jonny_trousers

Bollox, you lot have got me nervous again. I've read a few reports of Canyon frames failing in one way or another now (even if warranties were quickly honoured). I'm starting to wonder if I should look elsewhere. But then where would I get such a pretty bike with similar speck for that price?

MountainMonster

Every frame is vulnerable to cracking, and it could happen at any time, any place, and doesn't have much to do with Canyon. I knows of a lot of people with Canyon MTB's who have had no problems what so ever, so I would not worry!

Gabbo

Aww this is cute:



In my opinion the best looking bike of the Ultimate CF range. Campa forever!



It's what they said in part of an email to me :-)

Raffles

its a mystery why cannon uk cant be ar$ed to pick up the phone , thats just bad service in my books

giant_man

Raffles wrote:

When I was considering purchasing a Canyon I found the UK support to be total and utter rubbish. When I contacted german support , they actually answered the phone but once again the support was rubbish.

Needless to say I didnt buy a canyon and id be concerned for any customers who have warranty issues as the support is dreadful.

+1 - yup, same here, pretty unhelpful all in all.

LegendLust

Could it be to keep prices so competitive Canyon UK have indeed paid peanuts and got themselves monkeys working in customer support?

charlie_potatoes

Jonny_Trousers wrote:

I didn't fight in 2 World Wars so that you lot could experience superior customer service from Fritz!

Who's side were you on Jonny?

muzzan

edten wrote:

muzzan wrote:

edten wrote:

I've had nothing but good experiences with them. Bought two bikes and had a warranty replacement sorted out. Always got back to me within 24-48hrs via emails and on the phone (I used the German phone line) they were always helpful. Warranty replacement took two weeks which isnt bad considering having to have the item shipped over to me, and I think they had to spray the item up as no longer a current colour way.

Hi,

I may be about to put this to the test. Getting some noise from the front wheel when under load. Have had some initial contact & the guy seemed helpful enough. I think you have to pay the carriage even on a warranty claim is that right? Can you say how much they charged you for this?

I didnt need to return the part, just sent photos but yes typically warranty returns postage is paid by the customer claiming and the supplier pays for the postage to return the replacement. Creaking from the front forks was my issue. I had the carbon forks and the drop out joint had cracked so creaked under load. Check for any small paint cracks. Does the noise temporarily go if you undo and firmly tighten the skewer? If it does then your problem seems very similar to my issue. I would also try different skewers as the KCNC ones I had creaked anyway.

The sound I'me getting is metallic, kind of a hollow/echoey metallic creak if that makes sense. I guess this would make it less likely to be the forks, but we will see, hoping its just the spokes or the skewers like you say. Thanks for the info.

sloppyschleckonds

Raffles wrote:

its a mystery why canon uk cant be ar$ed to pick up the phone , thats just bad service in my books

Jessops have gone bust

dodgerdog

to put this in perspective I am going to go against the Board traditions and NOT blame Wiggle. Indeed I have just been on the end of excellent complaint resolution from them which has shown that a rational and well expressed (and targetted) complaint can and often will be met receptively.

Wiggle Customer Service had an initial failing but dispute resolution subsequent to the initial failing has been excellent.

WELL DONE WIGGLE!!

dolphin2000

I have to say I'm experiencing terrible customer service from canyon.

Do not reply to emails at CanyonUK. 5days later, re-sent twice - no reply.

Sent to Germany Canyon - same story no reply.

And their bike frames crack and fail, for no reason of the user - just that they randomly crack it seems.

Not good.

sloppyschleckonds

dolphin2000 wrote:

I have to say I'm experiencing terrible customer service from canyon.

Do not reply to emails at CanyonUK. 5days later, re-sent twice - no reply.

Sent to Germany Canyon - same story no reply.

And their bike frames crack and fail, for no reason of the user - just that they randomly crack it seems.

Not good.

Why don't you post the same on every canyon thread.....oh.......

charlie_potatoes

dolphin2000 wrote:

I have to say I'm experiencing terrible customer service from canyon.

Do not reply to emails at CanyonUK. 5days later, re-sent twice - no reply.

Sent to Germany Canyon - same story no reply.

And their bike frames crack and fail, for no reason of the user - just that they randomly crack it seems.

Not good.

LOL! Where are the photo's then????

Your agenda is becoming apparent.