Canyon good service
Gazmania1
Posts: 87
Evening all,
Just thought I'd let you people know about some really good service I've received from Canyon recently. Lots of threads around regarding poor service but I always think it's fair to highlight good service when you come across it.
I recently got a CF SLX and was out on a ride when I noticed a crack in the frame. It's around the seat tube where the post enters the frame. It looked like an over tightening crack but I'd only used the torque key that came with the bike so shouldn't have been a problem. Obviously not good, but these things can happen to any product but it's the mark of a good company how quickly they sort it.
After standing with my head in my hands for a few minutes in despair as I had only bought it a few weeks ago and need it for a cycling holiday in Majorca in 2 weeks time and was now faced with the prospect of no bike in Majorca (obviously I could hire one but I'm doing the Majorca 312 so really want to do it on my own frame that fits), I contacted Canyon and explained the situation. They asked me to send photos and the very next day I received an email saying they've ordered a new frame for me and they would arrange collection of my bike to sort.
Unfortunately it was going to take a few weeks for them to replace the frame so I asked if they could send me the frame and I would pay to get components swapped over. They said yes and I received the new frame yesterday. The time scale for all this was just 7 days from the first phone call to receiving the frame. That is pretty good service in my eyes. Now as long as the LBS can pull their finger out I should have the bike back in time for the trip.
Good news all round and service worth telling people about.
Just thought I'd let you people know about some really good service I've received from Canyon recently. Lots of threads around regarding poor service but I always think it's fair to highlight good service when you come across it.
I recently got a CF SLX and was out on a ride when I noticed a crack in the frame. It's around the seat tube where the post enters the frame. It looked like an over tightening crack but I'd only used the torque key that came with the bike so shouldn't have been a problem. Obviously not good, but these things can happen to any product but it's the mark of a good company how quickly they sort it.
After standing with my head in my hands for a few minutes in despair as I had only bought it a few weeks ago and need it for a cycling holiday in Majorca in 2 weeks time and was now faced with the prospect of no bike in Majorca (obviously I could hire one but I'm doing the Majorca 312 so really want to do it on my own frame that fits), I contacted Canyon and explained the situation. They asked me to send photos and the very next day I received an email saying they've ordered a new frame for me and they would arrange collection of my bike to sort.
Unfortunately it was going to take a few weeks for them to replace the frame so I asked if they could send me the frame and I would pay to get components swapped over. They said yes and I received the new frame yesterday. The time scale for all this was just 7 days from the first phone call to receiving the frame. That is pretty good service in my eyes. Now as long as the LBS can pull their finger out I should have the bike back in time for the trip.
Good news all round and service worth telling people about.
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Comments
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When I got my canyon it had a crack in it, swapped it no questions asked.0
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my new Canyon frameset getting delivered next week, really excited and pleased I went for the ultimate al slx and not a carbon frame. Hopefully the same weight but without the cracking problems (fingers crossed) !0
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The CF SLX weighs 790g.I'm sorry you don't believe in miracles0
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rs2000kurt wrote:my new Canyon frameset getting delivered next week, really excited and pleased I went for the ultimate al slx and not a carbon frame. Hopefully the same weight but without the cracking problems (fingers crossed) !
Surely you don't really believe it will be anywhere near as light or as stiff as the carbon frame.Boardman Elite SLR 9.2S
Boardman FS Pro0 -
Out of interest what canyon seat post were you using when the frame cracked?0
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do you actually believe it won't crack because it is an alloy frame? really?rs2000kurt wrote:my new Canyon frameset getting delivered next week, really excited and pleased I went for the ultimate al slx and not a carbon frame. Hopefully the same weight but without the cracking problems (fingers crossed) !0 -
Gazmania1 wrote:Now as long as the LBS can pull their finger out I should have the bike back in time for the trip.
Good news all round and service worth telling people about.
Out of interest did you book the bike/frame swap in with LBS before the new frame arrived?
Is it booked in with LBS now? How long have you got to get it done?0 -
Hi Bar shaker and Giant man.
Yes I seriously think it has less chance of cracking being ally and not carbon. Personally rode steel and ally frames for over 20 years without a problem, bought a carbon frameset and the bloody thing cracked after 6 rides. You've only gotta look on ebay and there's usually a few cracked or damaged frames for sale and even this thread has 2 !
Regarding weight, as I ride a xs (50cm) yes I expect it to be light and stiff but hopefully stiff in all the right places, Not teeth chattering stiff. Will weigh it post result when it arrives.0 -
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I was using the vcls 2.0 seatpost. It has crossed my mind whether that had anything to do with it but doesn't seem to be any similar problems brought back with an internet search.
It's with the lbs now and is supposed to be swapped over by tomorrow afternoon. I fly Thursday morning so it's really cutting it fine. Not sure whether I want to take it not having got any miles on it with the new frame. I've got another bike I can take but isn't as good.0 -
regarding point of no similar failures having been reported. Read the recent postings here show this is not an isolated failure
viewtopic.php?f=40042&t=12903747&hilit=canyon&start=900#p18800549
lots of similar failures on the SLX, that seem to appear in teh first few hundred miles.
Horizontal crack around seatpost stress relief slot . mainly VCLS II posts0 -
Gazmania1 wrote:I was using the vcls 2.0 seatpost. It has crossed my mind whether that had anything to do with it but doesn't seem to be any similar problems brought back with an internet search.
It's with the lbs now and is supposed to be swapped over by tomorrow afternoon. I fly Thursday morning so it's really cutting it fine. Not sure whether I want to take it not having got any miles on it with the new frame. I've got another bike I can take but isn't as good.
I'd take it mate, nothing beats riding a new bike in the sunshine !0
