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Canyon customer service and ownership experience

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Canyon customer service and ownership experience

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flag JDP1122
O+
Posted: Dec 5, 2020 at 12:50 Quote
I’m thinking about buying the new Canyon Spectral 29 but I don’t know anything about Canyon as a company. Hoping to get some feedback from people who can speak to their experience with the company. Customer service? Are they easy to deal with when it comes to warranty issues?, etc.
flag UndLos
Posted: Feb 2, 2021 at 12:20 Quote
Sorry, We are still in trouble with a broken frame on the spectral. Second time same issue and it took weeks to get any feedback. It is still the same for years.
I invest in a radon jab and i am still satiesfied.

JDP1122 wrote:
I’m thinking about buying the new Canyon Spectral 29 but I don’t know anything about Canyon as a company. Hoping to get some feedback from people who can speak to their experience with the company. Customer service? Are they easy to deal with when it comes to warranty issues?, etc.
flag Nerghal
FL
Posted: Jul 14, 2021 at 6:37 Quote
UndLos wrote:
Sorry, We are still in trouble with a broken frame on the spectral. Second time same issue and it took weeks to get any feedback. It is still the same for years.
I invest in a radon jab and i am still satiesfied.

Same here! Carbon chainstay on a 6 months old Strive that cracked right where they put a screw (!) to mount their protection. Canyon claims it is due to a crash because of a scratch on the saddle.

Avoid...
flag jonnymcc
FL
Posted: Sep 24, 2021 at 7:49 Quote
I had a spectral for 2 years, never cracked a frame but had 2 minor warranty issues and Canyon (UK) were great.

One issue i had to send the frame to them and I had it back within a week.

Really impressed with their customer service. Canyon have really upped their game on C/S since they got a bad rep in the early years!
flag deadbook
Posted: Nov 29, 2021 at 14:09 Quote
I'm dealing with their customer service right now. Nothing has changed. It takes 12-15 WORK days before they will even attempt to reach out to discuss the issue. This is after providing pictures and a written description. This is something told to you up front when you make a claim so its not a one time thing. It's been a terrible customer experience so far. A little communication goes a long way...
flag Bike1Bike1Bike
FL
Posted: Jan 23, 2022 at 0:02 Quote
Canyon Australia seem helpful and reasonable to deal with in my experience.
flag Whitesp0t
Posted: May 3, 2022 at 4:02 Quote
Canyon Norway. Got my new Canyon Sender CFR Underdog.
Came with a bent derailliur. Sent pictures and was fixed right away by the support.

Found out after a controll check of the bike before an bike event that the lower crown bolt was bent and stripped/forced in.
The support want me to find a local shop to fix the problem (New screws and make new threds). OK. Little bit upset.

At the bike event the o-rings on the biggest link just suddenly pushed out of the frame. Probably because of poorly greased at assembly. It was dry and warm all that weekend and rough terrain. I'm little bit hesitant about contacting them again, because these are just small problems. But its an expensive bike (for me) and expected a little more of the assembly to be honest.

Had YT Industries before. Same standard at support as Canyon i would say. It really depends on what people you talk to and how you talk to people to some degree.
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