log in
register

Canyon Customer Service

  • Creator
    Topic
  • April 3, 2019 at 5:59 pm #29501
    mat4404

    Quite unbelievable.  I was just about to press order on a new Canyon bike when I thought I’d just dounle check Trust Pilot. Worryingly, the company is rated 3.3/10 and there are a speight of seemingly well founed 1 star reviews. Normally that’d be enough to put me off a purchase, but I did really like the bike, so I thought I’d give Canyon the benefit and engage with them for their side of the story. I was expecting the usual; blame the post office, blame a supplier, blame whatever … however, what they said was this (full transcript):

     

    Jack (03/04/2019, 12:22:29): Hello, how can I help you? 
    null (03/04/2019, 12:22:54): hi 
    null (03/04/2019, 12:23:56): I’m looking to purchase a bike but am really put off by the latest trust pilot reviews. I’m very concerned re the delivery and after sales customer service. What can you do to allay my fears? 
    Jack (03/04/2019, 12:26:46): Hey there, 
    Jack (03/04/2019, 12:28:56): I’m sat here monday to friday along with my team looking after all of the UK and Ireland orders. We do this because we ride bikes – I wouldn’t be sat here if i didn’t want people cycling1 
    Jack (03/04/2019, 12:29:30): We have a team of mechanics down stairs and warenty guys to ensure everyones bike is back on the road after any misshaps. 
    Jack (03/04/2019, 12:32:43): Ofcourse people are more than happy to let out a rant online as is the way with the modern world and a thank you out there is rarely ever seen. The trust reveiw is a small amount of orders to which typicaly customers don’t help them selves. You wouldn’t believe it! At least once a week I have a customer yelling down the phone that he had a puncture on his 5k bike. We can’t work miracles like ending all punctures – that is just the ride of life. But, we do ensure our customers ride awesome bikes and are taken care of! 
    null (03/04/2019, 12:33:23): Just to let you kow i am still here 
    null (03/04/2019, 12:34:07): Thank you for your response. 
    null (03/04/2019, 12:35:02): I appreciate that there’s a lot of numpties out there, but by the same token, stories of people having to wait 8 months for delviery where it was initially promised in 2 months are disconcerting. 
    null (03/04/2019, 12:35:49): That’s not unreasonable  behaviour and most other recent reviews suggest similarly 
    null (03/04/2019, 12:37:15): It’s also the case that a lot of companies have 4, 4.5 or 5 start ratings, but Canyon has a 1.5. Surely Canyon don’t attract more unreasonable people than say Ribble (4.5 stars) 
    null (03/04/2019, 12:38:04): I’m not looking to grill you, I just need reassurance that my bike, if ordered, would arrive on time, undamaged and as promised 
    Jack (03/04/2019, 12:39:35): Well, only one way to find out! 
    null (03/04/2019, 12:41:16): You’ve just made my mind up for me. Cheers pal 

     

    I was rather flabbergasted at the response, partiucalrly the part bolded. Perhaps will think me too harsh on the chap on the other side of the screen but I’ve never expereicned such nonchalantly terrible service for a prospective £4.5k purchase. 

     

    I thought I’d post so that others in a similar situation to me can be aware how seriously Canyon are taking their recent bad publicity. 

     

  • Creator
    Topic
Viewing 15 replies - 1 through 15 (of 23 total)
1 2
  • Author
    Replies
  • February 5, 2021 at 4:19 pm #938761
    0
    Chris Hayes

    ….that BB squeak isn’t

    ….that BB squeak isn’t going to improve…just saying. Or fix itself.

    February 5, 2021 at 7:10 am #938759
    0
    zeeridesbikes

    Hambini? 

    Hambini? 

    February 5, 2021 at 7:04 am #938757
    0
    zeeridesbikes

    Just to add my own experience

    Just to add my own experience – I ordered a endurace cf 8.0 disc from stock back in 2018. It was delivered in just over 7 days as they said, and was in perfect condition. It’s a lovely bike and aside from the usual maintenance it’s been a joy to ride. 
     

    Shame that the latest model is £600 more expensive for what is effectively the same bike. 

    February 4, 2021 at 11:56 pm #938755
    0
    Morton Baggot

    Quite unbelievable indeed.

    Quite unbelievable indeed. What we witness here is a man armed with nothing but a keyboard for deffence, battling for his livelyhood with only top down information as ammunition. 
    Canyons reviews as our case, this fellows scruptulus attempt to preserve his own standing is honerable. Firing rebuttles’ discerning to the consumer, yes. Inacurate, oblivious or not to the consumers best interest – History dictates countries have gone to war with less artilary to back this service agent.  One coud put forward “Jack’s” responses to be an honest gloss to the dim light of truth. 
    To  elicidate philhubbards’ comment bellow (and I mean to with good intent); one’s attempt to enter a service of faceless comerse over that of thier own local bike shop is to forego such assurance in service. This is a business model risk Canyon mitigates with a competitive pricing strategy.
     I’d like to put forward “Our service agent has not over sold, under sold nor sided to the corporate head. As a statistician I could protest; MAT4404 may well have been subject to the rightly feared delays and we could look at this service agents transcript as a simple honest act to deviate our consumer from dissapointment”. 
    Yours,
    Morton Baggot 

    August 4, 2020 at 10:44 am #938753
    0
    thelighterthief

    15 months ago I bought an in

    15 months ago I bought an in stock bike (Edurace CF 8.0) and it arrived in perfect condition on the exact day they said it would. I assembled it in about 30 minutes (taking my time as it was my first online bike purchse). Went for a century ride at the weekend and the only thing I was unhappy with was the saddle and the shimano brake pads. I’ve tweaked the fit a bit (which is a ballache due to an unusual stem diameter) and cleaned it but that’s all it’s needed.

    It does occasionally creak a little more than my steel road bike with a square taper cartridge bb but the bike is solid, easy to ride, more comfortable than my steel tourer and quite frankly a bit of a bargain. My lbs stocks cube and giant and I couldn’t have got anywhere near this bikes spec that way. I was unlucky in that the spec changed to GP5000s just after I bought it 

    July 12, 2020 at 4:23 pm #938751
    0
    ktache

    Something to do with the

    Something to do with the diamond frame, every noise seems to come from the bb area.

    July 12, 2020 at 4:20 pm #938749
    0
    joeegg

    Just a note to recarobob. My
    Just a note to recarobob. My Canyon started creaking and I was certain it was the BB. Removing the chainset the bearings were perfect. So to the headset. Again, smooth bearings and no play. Eventually I traced it to the front qr,the DT wind on type.Changed to Campag levers and silence.

    July 12, 2020 at 11:05 am #938747
    0
    Spangly Shiny

    My bad, sorry about the typo.

    My bad, sorry about the typo.

    July 12, 2020 at 11:04 am #938741
    0
    Spangly Shiny

    I do not think that the

    I do not think that the creaking is caused by a lack of grease during assemby, more likely it is an issue with the BB shell and how well it was manufactured. A poorly made BB shell will cause increased wear on the bearings and the accompnying “Canyon creak”.

    In your position and knowing Canyon’s track record I would have the BB shell professionally measured by a metrologist to find out whether it meets specifications. 

    Specifically you need to know about thc circularity of the holes, their concentricity and their size. If they are not up to specification then you have good grounds for a replacement from Canyon.

    July 11, 2020 at 2:33 pm #938745
    0
    Compact Corned Beef

    If the chap had responded

    If the chap had responded ‘yes, I can assure you that your bike will arrive on time, as ordered’ would you have promptly decided that all would be well?

    And perhaps more pertinently, if not, what would have allayed your concerns?

    July 11, 2020 at 12:44 pm #938743
    0
    mdavidford

    Conentricity? Is that a

    Conentricity? Is that a measure of how barbaric they are?

    July 10, 2020 at 10:09 am #938739
    0
    Recarobob

    I didn’t have any issues with

    I didn’t have any issues with the delivery of a new bike back in November 2019, but having since ridden it for about 4 months/1200 miles since the weather has improved, the bottom bracket has started creaking/clicking. I know this isn’t an unusual problem but Canyon’s reponse was it’s ‘wear and tear’ so isn’t covered by any warranty. My response was whoever built the bike – Canyon – didn’t use enough grease and I wouldn’t expect a bottom bracket to do this after so few miles. They won’t accept this argument so I’ve got to get it fixed at my own expense. When I’ve had this problem with a bike bought from Evans they replaced the bearings at once. So Evans 1, Canyon 0. Don’t trust Canyon customer service.

    April 8, 2019 at 12:11 pm #938737
    0
    longassballs

    Good points, Phil.
    Good points, Phil.

    It’s worth remembering that even if Canyon’s service was as perfect as could possibly be it would still inherently not be as good/easy as dealing with your lbs.

    April 8, 2019 at 7:42 am #938735
    0
    philhubbard

    I think the thing to bear in

    I think the thing to bear in mind is that the UK support is a remote help desk, essentially they get fed what information the head office in Germany wants to feed them. None of their staff work in the German office and I highly doubt that they go to Germany for training or to look at new products so they will only see what comes across their desk.

     

    I think that all Canyons have to be taken with a pinch of salt, you expect bad service as all the money goes into producing a bike as cheap as possible. All of you have mentioned in your review how long it takes to arrive, not the warranty on the frames and not the fact that you have to post most warranty items back to Germany to be inspected (at your own expense). If you really like that bike then go for it, if you can get a bike within 10-15% of the value go to your LBS and speak to them and they will probably sort you out a deal, throw in a service and look after you if anything goes wrong

    April 7, 2019 at 11:41 pm #938733
    0
    longassballs

    It’s not that Canyon don’t
    It’s not that Canyon don’t make great bikes cheaper than almost everyone else – they do. Nor that you can’t order a bike from them, everything work out and be totally satisfied. I’m sure this happens 99% of the time.

    It’s what happens when something goes wrong that you measure a company’s service by. It’s pretty clear that Canyon’s is lacking. Not completely awful or fraudulent, however if you have a problem you might have to work bloody hard to get it sorted out.

  • Author
    Replies
Viewing 15 replies - 1 through 15 (of 23 total)
1 2
  • You must be logged in to reply to this topic.