Canyon - Waited 8 months for my order

Flâneur

why would you not pay over the internet with your credit card, loads better on the problem insurance

penski

bernithebiker wrote:

Paying by bank transfer (i.e. with zero protection), 6 months in advance, to a company that may be sufficiently weakened by this catastrophe to go bust strikes me as folly......

You are probably right, it would have been better to take precautions just in case. Having said this..I think the primary reason for the delays is their sudden and explosive growth. In one email, they revealed that over 10 000 orders were affected by a system glitch that sent out incorrect order information.

ayjaycee

Penski wrote:

.................Having said this..I think the primary reason for the delays is their sudden and explosive growth. In one email, they revealed that over 10 000 orders were affected by a system glitch that sent out incorrect order information.

If you believe that sh1te, you will believe anything. In very simple terms, it's what we used to call a 'clusterfcuk' when I was at work.

darren636

What's so attractive about canyon?

MikeBrew

AK_jnr wrote:

Heavy then?

Heavy when ?

redvision

Penski wrote:

In one email, they revealed that over 10 000 orders were affected by a system glitch that sent out incorrect order information.

Yep, the email said the order had been cancelled.
Only to then receive another saying it was an error and the order was in fact still live.

Completely incompetent.

penski

Today I have ordered a Commencal META AM V4.

Excited to receive it - let's see how long it takes. It said in stock on the site.

DanTe1977

The fun dosnt end when/if you ever get the bike.
They've screwed up every single transaction I've ever had with them. 2 cancelled orders and then eventually got an Aeroad. Waited months for a Garmin mount, a frigging mount ffs. They even sent 2 water bottles from the same order independently with a 3 week gap.
Their latest party trick was to sell me their bike shuttle hard case failing to realise that an XL bike won't fit in! I only realised when I saw the new ad for it 5 months later. They've had the case back in Germany for a day or two short of a month with still no refund back in my bank.
There's so much more that's gone wrong too.
They should be embarrassed.
Worst company I've ever dealt with..

Bobbinogs

Penski wrote:

Today I have ordered a Commencal META AM V4.

Excited to receive it - let's see how long it takes. It said in stock on the site.

Yepp, proof if ever it was needed that Canyon could (and generally do) make a c0ck up of every order they ever get and there will still be folks who are happy to buy from them. I guess it is fortunate for Canyon that no one else in the world makes a good bike at a reasonable price, oh, hang on...

redvision

Bobbinogs wrote:

Yepp, proof if ever it was needed that Canyon could (and generally do) make a c0ck up of every order they ever get and there will still be folks who are happy to buy from them. I guess it is fortunate for Canyon that no one else in the world makes a good bike at a reasonable price, oh, hang on...

I think many people get swayed by the reviews from sites like this one (see BR home page) which big the bike up.
BR fail to mention how many years it took them to be handed an SLX to review

bernithebiker

In Cycling Active magazine this month there is a glowing review of a Canyon CF 8.0.

Even though the magazine must surely be aware of all the Canyon problems, no mention whatsoever is made of the fact that you will have a nightmare if you place an order for one, or that the wait is likely to exceed 6 months (i.e. after the summer has finished).

Did I hear someone say 'journalistic integrity'? Possibly something to do with the expensive full page add for a Canyon Ultimate CF SLX 10 pages prior?

Ste_S

Canyon do seem to look after journalists quite well. GCN have had a couple of vids up based around Canyon factory visits, and one (two?) of the presenters have Aeroads.

redvision

Ste_S wrote:

Canyon do seem to look after journalists quite well.

Well at least they do look after someone well then :roll:
Shame it's not the paying customers though.

poppit

Got 3 Canyons, couldn't really fault their ordering system or the bikes but it was before their latest problems though.

DanTe1977

I got my order in just as this sh*t filled snowball started to roll down the hill, so didn't have the 'advantage' of reading about it all online.
Anybody who orders one now must be either desperate, thick or be a fully levitating zen master.

penski

As you may know, after I cancelled the Canyon I opted to order a Commencal - another direct sales company based in Andorra.

The order was dispatched within 1 working day. This morning it has arrived at my doorstep.


From order to delivery - within 2 days

bendertherobot

OPEN THE BLOODY BOX AND SHOW US!

DanTe1977

They must have bikes over here in a warehouse, it takes 2 days to from Andorra through the traffic jams of spainards buying duty free fags into Spain.

ddraver

Commencal are nt direct sales either (or they werent)

Tiesetrotter

Yo'll wait 8 months go on your ride and see the other 8000 who got theirs first and then the slightest crash will give you a cracked frame .......... back to eight months.

Rather throw a few more pounds at the situation and get something more exclusive or closer to home. Or stick to a dealer I can walk through the door of.

tmg

It amazes me that the CEO comes out saying he's embrrased by the issues but its now all sorted and still people are having issues with getting orders delivered. I guess they have ultimate confidence in the product and that people will sit and be treated appaulingly just to be able to have the bike, my bigger concern would be if thats how they treat prospective customers how will they treat you once you have bought the bike and have an issue, that would definately stop me from buying

Not sure why they dont hire some more people to build the bikes up and clear the backlog quicker

redvision

Well folks, just had a message from my mate who ordered a 'from stock' aeroad over 3 weeks ago to say he had received an email from canyon this morning cancelling the order. He has rung them and they told him the size he ordered is now out of stock (despite it being in stock when he placed his order).

Not sure I helped as i reminded him that I had warned him there would probably be issues as it was canyon.

Still, could have been worse, at least he had only waited 3 weeks before the order was cancelled.

gweeds

Unreal.....

bendertherobot

redvision wrote:

Well folks, just had a message from my mate who ordered a 'from stock' aeroad over 3 weeks ago to say he had received an email from canyon this morning cancelling the order. He has rung them and they told him the size he ordered is now out of stock (despite it being in stock when he placed his order).

Not sure I helped as i reminded him that I had warned him there would probably be issues as it was canyon.

Still, could have been worse, at least he had only waited 3 weeks before the order was cancelled.

If you go on their website it says either, for in stock, you'll have it in 10 days or, for "bespoke"

* Your bike will be shipped to you in this period if we receive your order today and you receive an order confirmation back from us.

T&C's aside that's pretty bloody clear isn't it. Order today, that's the date you'll get your bike. Except that some people won't. And, if your bike is in stock, despite our super dooper allocation system which is far more advanced than, say, Wiggle, you will get it. Except you might not.

Shambles. In stock means that. In stock. And, if two orders for one bike are placed a micro second apart, then you'd expect the error to be sorted next day, at the latest. 3 weeks for in stock cancellations. Jesus.

bendertherobot

Hmm, wondering whether I should do my first "investigative journalism" piece on my blog

gweeds

Remember what Canyon said to me when I queried how an 'in-stock' bike could result in a cancelled order.

'Dear Guy,

Many thanks for your e-mail.

Apologies for any confusion it is because our website is getting currently updated and some of the dates are wrong on our website as well as the fact that 'in stock' is the example template that automatically appears on the website whilst no dates are uploaded and present. Thanks for your considerations.'

I mean FFS - what are they on?

redvision

I know. It is shocking.
I thought the constant delays with my order were bad enough but to order something in stock and then 3 weeks later to be told it is no longer available, wtf?!!

Sums up canyon customer service at that moment.

Another customer they have lost.

From a personal pov, I went to my LBS last week, picked up my dream bike from them on weds! Full bike fit and first service included in the price, which they gave me for 15% under the rrp, and imo made it far far better value than the canyon.
And the best thing about it, no 9 month wait to get my bike!!! :-)

bendertherobot

Thing is, a few short pieces aside, no cycling website has taken them to task. I keep asking, on Facebook, on both bikeradar, road.cc and roadcycling, when they proudly display their new review Canyon, how long it took to come. Likes by readers, no response from editors. It's the elephant in the room. Twitter is awash with it. How much of a sample is it? No idea. Does sound like a lot. Far far far too many

redvision

The media are a big issue here. They are they ones who have enhanced canyons reputation by each and every review raving about the bikes, but as you say, no mention of the delays and how long they had to wait to get the bike to test.
Although maybe canyon had focused on building bikes for media reviews to encourage orders...

I thought the article in January regarding the issues might kick canyon up the behind and start to sort the problems but it has not.

Too many people (myself included - until I saw the light) are all too happy to accept the delays and canyons promises that it will be shipped 'next week', all because they believe, from the reviews, they are getting the greatest value bike ever made :roll:

tmg

Have never ridden a canyon, they look nice bikes but are they really that good that your prepared to be treated like dirt just to get one and then run the risk of having a nightmare if something goes wrong?

Its also a shame that the cycling press aren't taking them to task on it and continue to advertise and support a company that is a black mark on the industry right now