Snapped rear stay Canyon Nerve 2014/15

larkim
larkim Posts: 2,485
in MTB workshop & tech
Anyone know if Canyon hold old stocks of frame parts for older bikes? Son's well used Canyon Nerve AL 6.0 snapped the rear stay tonight after years of reliable service.


2015 Canyon Nerve AL 6.0 (son #1's)
2011 Specialized Hardrock Sport Disc (son #4s)
2013 Decathlon Triban 3 (red) (mine)
2019 Hoy Bonaly 26" Disc (son #2s)
2018 Voodoo Bizango (mine)
2018 Voodoo Maji (wife's)

Comments

  • larkim
    larkim Posts: 2,485
    Just wanted to follow up with a post to commend the Canyon customer service team. Not fully resolved yet, but after the bike being damaged on Monday evening, I "live chatted" with them at 8am Tuesday morning. Was advised to email them using a specific contact form, which I'd completed by 8:15.

    By 9am I had an email back from an engineer saying there might be a part in the warehouse, could I send a measurement over and he'd check on Wednesday when he was in the warehouse.

    By noon today he'd got in touch to say there were no new parts available, but he had a used rear triangle on another bike in the warehouse which he could remove and supply to me.

    For a company with a sometimes poor reputation because of being online only, I think that's pretty exceptional service for a bike which "only" cost £1200 and is 6.5 years old.

    If it turns out that the replacement part doesn't fit etc, I'd still sing their praises for the speed and the enthusiasm they've had for sorting this out.
    2015 Canyon Nerve AL 6.0 (son #1's)
    2011 Specialized Hardrock Sport Disc (son #4s)
    2013 Decathlon Triban 3 (red) (mine)
    2019 Hoy Bonaly 26" Disc (son #2s)
    2018 Voodoo Bizango (mine)
    2018 Voodoo Maji (wife's)

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