Canyon service

[Crydda]

I have read a number of posts where people are concerned as to potential service and repair issues, when thinking about buying a Canyon bike.
I have a Canyon Ultimate SLX and it’s certainly the best road bike I’ve ever ridden and of course buying direct from the factory offers a great specification for your money.
I made a trip to Koblenz to try before buying and everyone was friendly and helpful; however the problems arose when the bike developed a wheel issue.
After six months use, the Mavic (carbon fibre) rear wheel pinged a spoke, causing a pretty severe buckle. I emailed Canyon and as I was planning a trip to the UK, from my home in Bohemia, I decided to return the bike in person to the factory in Koblenz.
The wheel was examined and a spoke replaced, but Canyon refused to do the work under warranty and charged me 30 Euros. I was a little disappointed at this, but pleased that the repair was done quickly and seemingly efficiently, so that I could travel on the the UK and look forward to some great summer cycling.
But, on my first ride after getting home, the same problem arose – I pinged a spoke and the wheel buckled (all on a flat, smooth surface). I have no idea whether it was the same spoke as previously.
I took the wheel to my local shop, where they recommended sending it to Mavic (UK), which I did. Mavic immediately relaced the entire wheel under warranty, without question and I have had no trouble since.

Since then I have been having a dialogue with Canyon, who have offered me 15 euros compensation, but refuse to acknowledge, either any warranty claim or that they carried out an inadequate repair. (I have since learnt that Mavic specify that the complete spoke set should be replaced, when one breaks).
So, from my experience, I would say buyer beware. If you’re a competent bike mechanic; then you certainly won’t find a better bike for your money, but if you want excellent back up and service, I wouldn’t recommend going the Canyon route. Find a good local bike shop and buy a bike through them.

 

[gianimadrid]

By chance would you know how it is possible to purchase a frame set from them here in the US?

 

[DirtyWorks]

By chance would you know how it is possible to purchase a frame set from them here in the US?

Option #1:
Their OEMs likely already have customers in the U.S. and will not let Canyon compete with them.

Option #2:
It's expensive and not tax-favorable for them to sell in the U.S. too. If they were based somewhere in Asia, the revenue from selling in the U.S. is much more favorable.

Why is the OP arguing about 15 or 30 Euro when the bike itself was quite expensive??

 

[Fiemme]

I have read a number of posts where people are concerned as to potential service and repair issues, when thinking about buying a Canyon bike.
I have a Canyon Ultimate SLX and it’s certainly the best road bike I’ve ever ridden and of course buying direct from the factory offers a great specification for your money.
I made a trip to Koblenz to try before buying and everyone was friendly and helpful; however the problems arose when the bike developed a wheel issue.
After six months use, the Mavic (carbon fibre) rear wheel pinged a spoke, causing a pretty severe buckle. I emailed Canyon and as I was planning a trip to the UK, from my home in Bohemia, I decided to return the bike in person to the factory in Koblenz.
The wheel was examined and a spoke replaced, but Canyon refused to do the work under warranty and charged me 30 Euros. I was a little disappointed at this, but pleased that the repair was done quickly and seemingly efficiently, so that I could travel on the the UK and look forward to some great summer cycling.
But, on my first ride after getting home, the same problem arose – I pinged a spoke and the wheel buckled (all on a flat, smooth surface). I have no idea whether it was the same spoke as previously.
I took the wheel to my local shop, where they recommended sending it to Mavic (UK), which I did. Mavic immediately relaced the entire wheel under warranty, without question and I have had no trouble since.

Since then I have been having a dialogue with Canyon, who have offered me 15 euros compensation, but refuse to acknowledge, either any warranty claim or that they carried out an inadequate repair. (I have since learnt that Mavic specify that the complete spoke set should be replaced, when one breaks).
So, from my experience, I would say buyer beware. If you’re a competent bike mechanic; then you certainly won’t find a better bike for your money, but if you want excellent back up and service, I wouldn’t recommend going the Canyon route. Find a good local bike shop and buy a bike through them.

This issue has nothing to do with Canyon. The Mavic wheel broke, Mavic should warrant it. Which they did by giving you a new wheel.

 

[Suedehead]

This issue has nothing to do with Canyon. The Mavic wheel broke, Mavic should warrant it. Which they did by giving you a new wheel.

Well, in some european countries, among them Germany I believe, it is the seller (Canyon) who should warrant it.

 

[frenchfry]

Well, in some european countries, among them Germany I believe, it is the seller (Canyon) who should warrant it.

I tend to agree with this.

Of course after sales service is more complicated when purchasing a bike on-line. I had a derailleur issue with my Canyon and they were willing to look at it if I shipped them the derailleur. This seemed too complicated to me so I just bent it back into position myself and it appears to be OK. I figure that with the savings by buying Canyon I could simply buy a new derailleur and still be way ahead if my self-repair didn't work.

By the way I am very pleased with my Canyon and would buy another one. One of the main reasons I bought Canyon is that they are one of the few manufacturers that offers large sizes.

 

[Black-Balled]

Well, in some european countries, among them Germany I believe, it is the seller (Canyon) who should warrant it.

Is that law?

Seems odd, given that canyon would then have to hire mavic specialists .

Canyon kind of gets the worst of all sides here- it helped a customer out- even though it odd not have the skills to do so- and then it gets spoken of poorly as well.

I am not sure what the op is complaining about:
- a spoke broke.
- canyon fixed it, likely only because you showed up in-person.
- mavic corrected the repair....gratis.

Get on with your life and don't buy any more mavic wheels!

 

[stutue]

I'm just staggered that you got good service from Mavic.

 

[frenchfry]

I'm just staggered that you got good service from Mavic.

Almost everyone here has Mavic wheels and I never hear anyone complain about reliability or service, and the French are chronic complainers

 

[stutue]

Can't have ridden them much then.

Mavic freehubs have a plastic bushing that wears out in a few thousand miles. Built in failure. Google mavic screech of death.

Even if you have a pair of race-only wheels with tiny mileage, Mavic won't be interested at all if they are over 5 years old....regardless if you are willing to pay. So in a sense their wheels are disposable. Wouldn't be an issue except that they cost £££££££

To be fair that last point isn't just a Mavic issue, but a factory wheel issue.

 

[Suedehead]

Is that law?

Seems odd, given that canyon would then have to hire mavic specialists .

Yes that is part of consumer law in the European Union.

"If an item you bought in the EU does not look or work as advertised, the seller must repair or replace it free of charge, or give you a refund. A two-year guarantee applies from the date of purchase or delivery."