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Long delays last year after moving to new factory and introducing new IT system

After weathering a storm of customer criticism regarding late orders in 2016, Canyon now says that such problems are behind it and that delivery times are “extremely stable, even record-breaking.”

In February of last year, Roman Arnold, Canyon’s founder and CEO, wrote to customers outlining problems the firm was experiencing following a move to a new factory in Koblenz and the simultaneous introduction of a new IT system.

The new system resulted in a loss of customer and order information with many customers subjected to long delivery times.

Arnold said that the firm’s customer service was also ill-equipped to answer the huge number of enquiries which ensued.

Canyon now claims that all such problems have been overcome.

In a statement, the firm said: “All stages of production, delivery and service are working according to plan, problem-free, and smoothly at the newly opened Canyon Factory where around 300 bikes are being produced daily, nearing the capacity of the facility. In spite of this enormous demand in 2017, shipping is running smoothly and delivery times are extremely stable, even record-breaking.”

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14 comments

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tritecommentbot [2268 posts] 5 months ago
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I want to see an Evo landed at my door by the end of next week.

To make sure this is legit.

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Grahamd [584 posts] 5 months ago
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Once a brand has a tarnished reputation it takes enormous effort to rectify. Stating that "all stages ...record breaking" is a bold statement and sets high expectations. They now need to deliver on it.

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Saintlymark [17 posts] 5 months ago
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I had a Canyon Endurace delivered at the beginning of Feb and all was well. The box was damaged but that's not Canyon's fault!! 

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srchar [595 posts] 5 months ago
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Not only have they got to get over the damage to their reputation, but their bikes don't look that cheap anymore against the opposition.

Do people really buy Canyons because they _want_ a Canyon? Or, like I did, because it was a stupendous deal? (Ultimate AL SLX with Ultegra di2 and Ksyrium Elites for £1700)

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Fish_n_Chips [513 posts] 5 months ago
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Wouldn't touch a Canyon after all the problems friends have had.

Same with Focus bikes.

Great products but shoddy service damages brands shock horror...

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check12 [120 posts] 5 months ago
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Great bikes but prices aren't as good as they were and falling behind others on the customisation of your bike during ordering. 

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gdpetrie [37 posts] 5 months ago
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I got mine within a couple of weeks of ordering (in October) but that was 2016 stock.

The bike is fantastic & I'm extremely happy, but I do have to agree with some of the other comments -

Configuration options are limited - I wanted wider bars and rather than fitting those, they shipped me the bars separately, I had to fit & rewrap myself, then send the others back (at my expense)

Prices have increased significantly - I paid £200 more than the price that was quoted in a magazine review just a week after that was published and the 2017 model of my bike is now £500 more for an almost identical spec (when I spoke to Canyon at the time they said it was the same spec), the only difference was the wheels which were totally black (woohoo) but slightly heavier (& only $200 different on full manufacturer retail - the 2017 wheels are actually available cheaper online than the 2016 ones!!) - so cost wise, they are definitely not the value that they used to be.

Add to that, that you can't test ride in the UK (apart from very rare occasions) and no "local" service, it does make them a less attractive proposition than they have been, so if I was buying today it would certainly take a lot more thinking.

That said - if you can get a deal, go for it - it's fantastic & I love it  1

 

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Leodis [424 posts] 5 months ago
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I don't think this is just a Canyon issue.  I ordered a Orbea Orca in Jan with delivery expected end of March which was pushed back to May and I await another delay on a 2017 bike which has not left the factory.  This seems to be the issue for the whole bike industry, slow build times, poor customer service and shroom the customers.

I'd love to buy from LBS but its always the same old brands on offer for 2016 bikes at 2017 prices.

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crazy-legs [895 posts] 5 months ago
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gdpetrie wrote:

Prices have increased significantly - I paid £200 more than the price that was quoted in a magazine review just a week after that was published and the 2017 model of my bike is now £500 more for an almost identical spec

Prices have increased significantly across the cycle industry thanks to the £ falling so dramatically against the dollar, euro and yen. It's only going to get worse as well.

I do like the bikes, I've ridden an Ultimate several times and it's a superb bike it really is. I just wish Canyon were a bit more adventurous in the painting department. The total stealth look has had its day, I want something with a bit more imagination than that!

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bendertherobot [1448 posts] 5 months ago
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I wonder how high in the negotiating priorities will tariffs for bicycles be? 

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RafaelKiko [3 posts] 5 months ago
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What a delightful read, just when I'm having a huge load of sh*t to get an Ultimate CF delivered to France.
Chapeau, mates!

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Dawnybobs [1 post] 4 months ago
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I ordered my canyon on February. Delivery was supposed to be week commenting 26 march since then it's been pushed back week to week. Im still waiting they have said they won't charge me delivery. Im in no major rush my main concern is will it arrive ? I've got my heart set on it 

 

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velo-nh [123 posts] 4 months ago
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Dawnybobs wrote:

I ordered my canyon on February. 

I ordered a custom Trek earlier this month and they've already shipped it to my LBS.  Canyon doesn't even allow much customization.. yet they're that slow?  Yikes.

 

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ibr17xvii [208 posts] 4 months ago
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srchar wrote:

Do people really buy Canyons because they _want_ a Canyon? Or, like I did, because it was a stupendous deal? (Ultimate AL SLX with Ultegra di2 and Ksyrium Elites for £1700)

 

Thats some deal.