Canyon are terrible

asprilla

Seriously, there needs to be a warning thread, or at least a place where those of us who are suffering can come together and form a self help group.

Having got the bike on Monday, my issues are:

1. Bar end cap missing. Not a massive issue, but it's sloppy. First world problem, but annoying all the same.

2. Scratch on the top tube. This is not as annoying as you'd think as running a Sharpie over it made it vanish (I coloured it in) but still. If I didn't think I'd have to wait 17 weeks for a replacement I'd send it straight back. This is a winter bike, so although I want to keep it in perfect nick, I don't expect it to stay that way for long.

3. The mudguards I ordered are missing parts so I can't fit them. Spares have to come from Germany, so that's at least a 10 day wait.

4. FD-6800s have a grub screw aligned perpendicular to the cage that presses against your frame to brace the mech when shifting and give a more positive shift. To protect your frame Shimano provide a little backing plate (two actually, one for down tubes with a cut-out and one for round tubes). Canyon haven't fitted this so the grub screw will scratch the frame. I'd prefer it if any scratches were my responsibility, not the manufacturers.

Coupled with all the delays and poor comms it has been a pretty terrible experience and not something that I'd recommend anyone else go through. I keep looking at their 29ers and thinking that they would be fun but if Iever bike the bullet on something that that it most certainly won't be coming from Koblenz.

ugo.santalucia

You should go to Koblenz yourself to pick it up, it's a beautiful beautiful area even for cycling.

So what's next? Send it back for full refund and get a Genesis instead?

asprilla

Would love to but it kinda defeats the cost element, as does spending time and effort to resolve issues.

It's painful.

I asked if I could escalate my mudguard issues and was told to email. When I rang back about the FD issue I was told to send pictures to the guy who answered both calls and was given the same email. So that's a non-escalation fob off route I was given first time then....

veronese68

Reading about the delivery woes of you, IP and Dhope I must admit to thinking I don't think I would be ordering from them if I was in the market for a new bike.

itboffin

ugo.santalucia wrote:

You should go to Koblenz yourself to pick it up, it's a beautiful beautiful area even for cycling.

So what's next? Send it back for full refund and get a Genesis instead?

I did just that a couple of years back then decided to NOT buy the Canyon but to buy a Cervelo instead, I also managed to bag a KOM leading up to the fort 8)



Koblenz is a lovely place really worth a visit

itboffin

Me after my sweet victory

itboffin

and more celebrating post Amstel gold race

ugo.santalucia

You give a whole new meaning to "going off topic"

MrSweary

Counterbalance : I ordered mine middle of December last year and it was with me fully intact within 10 days. It has been an awesome bike to ride.

itboffin

ugo.santalucia wrote:

You give a whole new meaning to "going off topic"

well i do like to try my best, nom nom nom ...

https://drive.google.com/file/d/0B85rDM ... sp=sharing

rick_chasey

Went for $6.5m



Expensive canyon

sophidog

itboffin wrote:

and more celebrating post Amstel gold race

you shouldn't eat mussels with a fork, you use a mussel :!: Only jealous, they do look good....

greg66_tri_v2.0

itboffin wrote:

Me after my sweet victory

Not sure you could look much less pleased! Miserable old git!

DrLex

The expression is more that of considering the dental bill that may result from the jarring bite on dense flapjack.

Back on topic, I'm siding with Veronese68's view - now Rose or Spesh @ LBS.

rick_chasey

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

asprilla

Rick Chasey wrote:

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

Canyon have had these issues since they started and don't seem to be making and headway in resolving them.

ugo.santalucia

Asprilla wrote:

Rick Chasey wrote:

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

Canyon have had these issues since they started and don't seem to be making and headway in resolving them.

No brainer

http://www.genesisbikes.co.uk/bikes/roa ... m-disc-ltd

itboffin

Asprilla wrote:

Rick Chasey wrote:

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

Canyon have had these issues since they started and don't seem to be making and headway in resolving them.

there's a good reason for that, people continue to buy them. Ultimately many companies see nothing other than cash flow, if the orders are coming in then a few delays and complaints they can live with, if people dont place orders because of bad PR or started cancelling them as rapidly as they placed them then questions would be asked and a solution would have to be found.

sloppyschleckonds

Asprilla wrote:

3. The mudguards I ordered are missing parts so I can't fit them. Spares have to come from Germany, so that's at least a 10 day wait.

Canyon use UPS for all their deliveries, I've had 2 orders placed this month both on a Tuesday and both delivered on the Friday so not sure where a 10 day wait comes into it.

rick_chasey

Asprilla wrote:

Rick Chasey wrote:

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

Canyon have had these issues since they started and don't seem to be making and headway in resolving them.

Have they?

I had no problems with mine.

Wheelspinner

Rick Chasey wrote:

Asprilla wrote:

Rick Chasey wrote:

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

Canyon have had these issues since they started and don't seem to be making and headway in resolving them.

Have they?

I had no problems with mine.

Yes but you probably hinted you are a mod on BR and they dared not risk screwing up.

rick_chasey

Wheelspinner wrote:

Rick Chasey wrote:

Asprilla wrote:

Rick Chasey wrote:

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

Canyon have had these issues since they started and don't seem to be making and headway in resolving them.

Have they?

I had no problems with mine.

Yes but you probably hinted you are a mod on BR and they dared not risk screwing up.

Yeah. The red pseudonym opens so so many doors...

asprilla

Rick Chasey wrote:

Asprilla wrote:

Rick Chasey wrote:

Every company gets a 'growing pains' period when they're on a fast growth trajectory.

This is clearly Canyon's.

Canyon have had these issues since they started and don't seem to be making and headway in resolving them.

Have they?

I had no problems with mine.

Successfully delivering two orders doesn't mean they are a roaring success. As ITB points out, they won't improve unless the bottom line is impacted.

itboffin

I'm an architect for numerous online brands including many that frequently feature on here, there has been lots of talk about whether taking an order knowing that they might not be able to deliver in a reasonable timeframe is damaging to brand image and ultimately customer loyalty.

Would you still push the button if you knew it was 6+ months?

I would if I had a realistic date.

asprilla

itboffin wrote:

I'm an architect for numerous online brands including many that frequently feature on here, there has been lots of talk about whether taking an order knowing that they might not be able to deliver in a reasonable timeframe is damaging to brand image and ultimately customer loyalty.

Would you still push the button if you knew it was 6+ months?

I would if I had a realistic date.

Me too. I design the business process around these things and honesty is always the best policy. The moment you disappoint someone then that's damaging the customer experience and the brand.

itboffin

True dat

veronese68

Some of our suppliers are notoriously unreliable with their delivery dates, as a salesman it drives me up the wall. If asked by a customer I just tell them the delivery date cannot be trusted as the supplier lies like a flatfish and we should get them at some point. Unfortunately for us there are no alternative suppliers for these parts without major tooling investment. Canyon have competition and I suspect it may start to affect them, although they may not care if they are still making money.

il_principe

Canyon's problem is that they break the first rule of Customer Service - 'Under Promise, Over Deliver'. To wit, endless emails advising of a 1 week/2 week delay. Each time raising and then dashing your hopes.

They might be learning though. Last week I was told I'd get the bike in late Feb. Today Canyon tried to take the money from my Credit Card only for Barclays to block the transaction! :roll: Hopefully all sorted now but if they are taking payment then the bike should be almost ready for dispatch. Once again my hopes are raised.

Hope it arrives in better condition than Asprilla's...

Edit - just had the email to say 'we are currently preparing your order for shipment'

Happy days. Asprilla - how long did yours take to arrive from shipment conf to delivery?

veronese68

Fingers crossed for you IP, maybe a fat man with a beard will deliver it in his sack.

EKE_38BPM

Veronese68 wrote:

Fingers crossed for you IP, maybe a fat man with a beard will deliver it in his sack.

Is this who you mean?

ddraver

IP - from my experience you should ve got it next week, might not be there by Xmas though. It ll be a greaat NYE pres though!