Roman Arnold Issues Apology to all Canyon Customers

Feb 23, 2016
by Pinkbike Staff  
Inside Canyon

Dear Friend,

At Canyon, it has always been our goal to build the best bikes. Whether for professional athletes, weekend warriors or first-time riders we strive to offer each of you the perfect riding experience. Over the last few years, the growing demand for our bikes called for a total overhaul of our systems and facilities.

As you will already know, the process of upgrading and transitioning did not go as planned. Throughout this period of transformation, we failed to deliver the level of service that our company stands for. We are heartbroken that this has caused many in our community to lose their faith in Canyon. On behalf of the entire Canyon Team, I would once again like to express my deepest and sincerest apologies for this, as well as do my best to explain the situation.

What happened?

Towards the end of 2015, in response to the rapidly growing demand for our products, we took a major step for the future of Canyon. We opened up a brand new, state-of-the-art factory and implemented a new company-wide IT system. Our goal was to streamline our processes to provide all of our customers around the world a simpler and better experience when buying a Canyon bike.

Unfortunately, at the start, the total opposite occurred. As soon as we began implementing the new system unexpected problems arose. Instead of improving our processes, they were brought to a standstill. Customer and order information vanished and we subjected many of you to ridiculous delivery times. On top of that our customer service was ill-equipped to answer the huge number of enquiries quickly, nor could they access the information necessary to give you the answers you needed.

All of these problems, while unintentional, were our responsibility and I deeply regret how many of you have been affected. As a person who is extremely passionate about riding nothing gets me more excited than the idea of getting a new bike, so I can honestly sympathise with how upset you must be. Your emails, calls and posts have not gone unnoticed, they have been taken to heart.

A new Canyon…

Over the last few weeks, we have dramatically improved the situation thanks to the sustained effort and commitment from the entire Canyon Crew. Our new systems perform better with each passing day and our production problems are working themselves out. We have learned a tremendous amount from this experience and are certain that in the future we will be much better prepared for any challenges.

To achieve greater transparency and you all informed on what is happening inside Canyon, we will begin posting regular updates under the News section of our website. We have learned the hard way that it is not enough to build award-winning bikes, we must also provide the best service possible. Unfortunately, we can’t do this overnight but we are concentrating all our efforts on improving as thoroughly and as quickly as possible. We have nearly reached the end of this chapter, but a long road still lies ahead of us. We sincerely hope that you will continue to put your trust in us as we move forward towards a brighter future and a better Canyon.

I want to personally thank you for your loyalty and patience. The whole Canyon Crew is giving their best to meet your expectations and we won’t stop working until we do.

Yours sincerely,

Roman Arnold,

Founder & CEO, Canyon Bicycles GmbH


MENTIONS: @Canyon-PureCycling




151 Comments

  • + 260
 I wish every company would be this open and honest about their company and the errors they may have made. Stay classy, Canyon.
  • + 50
 No...I think most companies should just blame their availability issues on the containers of their bikes being held up at shipping ports.
  • + 13
 the first sorry letter about their issues was from November 2015 in Germany .......
  • + 5
 Sugoi, read and learn...
  • + 3
 This is actually the case where I'm from.lol
  • + 12
 Finally they are honest, but since September 2015, I've ordered 5 bikes there and I'm still waiting for the last one, that was finally avaiable... The worst thing about that is the fact, that they shifted the delivery dates back for just a few weeks over and over and so I thought, I might get my bike in November, then they said Ferbruary, and then in the beginning of April and now the latest date is the week from the 18th April. It's alway so frustrating when you get another Mail with another date further away. And the hotling workers are saying the problem will be solved in the next week...since October. So faith and reliability shrank down to a minimum...
  • - 2
 Mr. Arnold, You sir are a gentleman.
  • + 11
 I ordered a Strive 3 weeks ago, and have already received it, along with kickass customer support checking in with me multiple times along the way. I feel for the guys that were screwed around with delays and such, but there does seem to have been a change for the better. Thanks for being honest Canyon, and thanks for the great bike!
  • + 5
 If canyon is being honest and this is all an IT issue it's quite a relief. Much better than if some QC issue has left 1000's of frames in the skip or some industrial action has left them without a factory. I hope they bounce back from this, they make good bikes.
  • + 7
 Interesting, on a North America website the feedback on this news is WAY better than here in Germany.
  • + 7
 once again, you people are nuts.
  • + 9
 As much as this is good.
Before this happened (summer 2015) these ARSE HOLES cost me a whole race season waiting for a rear chainstay to be replaced because they insist on taking the whole bike back. Then their communication between the British CS and the German factory was abysmal to the point that i refused to pay for the work done as i had been made to wait FOUR MONTHS for what was a straight swap out of the chain stay and a brake bleed and pad change that they had insisted i had done......
I say about time they accounted for their actions. Cheap prices have to mean a lax in the company somewhere i.e their customer service
  • - 3
 Honest would be to give something back to customers, an apology just doesn't cut it And the quality of their bikes is.... questionable...
  • + 2
 I know peeps have had issues, but last year when I ordered a bike from them I got it in 2-3 weeks, and that is all the way here in Singapore. Didn't have any complaint.
  • + 4
 @maybenotaprofile you have bought 5 bikes in the last 5 months? If we could all be so lucky... Hard to feel too bad for you, as you could have gone to any other brand anytime along the way.
  • + 2
 @ldhbaker Yes the first 4 bikes were 2015 bikes. I ordered the first in the normal online store (not the factory outlet) to recieve a mail two days later, that the bike is not longer avaiable and cannot be send to me. The I ordered another model to recieve the same mail again. After that he first bike appeared in the shop again and the same procedure started again. Then after I heard nothing of bike No. 4, I decided to take a little bit more money and go with a 2016 bike. The following story is as described before...
I'm stil a pupil, so my budget is not the biggest and Canyon offers the best bikes for a price of 2500€, so I wanted to stick with the brand, because I thought I might get a bike in year 2015. But NOPE! Thanks to Canyon!
  • + 1
 I totally respect their honest to their costumers. Me, I just love banshee bikes, I use to have mythic (banshee) rune until late 2011, than I was so excited for the new rune v2 it was coming out, so I did ordered the rune v2 by the end of 2011. Finally I did receive the frame, I was beyond the moon, happy, excited... Started to build the bike and bam, first thing on the rear dopouts while I was instaling the brakes, I had to use the bushings as they didn't fit well. I did write to a banshee team, they said contact this one and that one said contact that one, at the end they told me we are fixing the issue and we will let you know for further news. Never got sorted. I thought I was the only one with that issue. On 2015 I bought the second rune v2 (second hand) but on medium sized frame, guess what, he did the same thing with bushings. Honest makes people more trustable.
  • + 1
 ...So would your carbon bike be classed as a Plastic or Hardware, NOI? Would it be a class 150, 200 or 300? Would it be pallet priced or individually inspected?
  • + 2
 Canyon should run their ordering process like Domino's Pizza - bring up the app on your mobile device, place your order, then track the pizza real time on the app from dough to oven to door. Now that's transparency.
  • + 110
 Send free bike. I will forgive!
  • + 81
 Sounds like they upgraded to SAP...
  • + 18
 Haha this guy knows
  • + 12
 haha! My acronym for SAP used to be "Stupid Ass Program"....PITA mostlySmile
  • + 9
 on sap now not working... back to pinkbike
  • + 4
 You beat me to it.
another acronym "Slow And Painful".
  • + 8
 Damn, on Monday I have a meeting at work, about our SAP implementation kick-off. We will even get a "war room" and stuff. Guess a parking lot pump track would be better! Gonna email my boss
  • + 2
 LOL- insider knowledge!!!
  • + 3
 They told a mate with order problems that yes they had bitten the SAP shit pill....
  • + 23
 SAP says it all went awesome. They would never lie to sell more product.

news.sap.com/canyon-bicycles-innovation-wheels
  • + 20
 HAHA. SAP. The joke of the tech industry. They prob designed press-fit, too.
  • + 4
 SAP is terrible. It's like a Huffy for the price of a Canyon.
  • + 5
 SAP is also known as Germany's revenge after WW2. Seems like it's backfired when it starts killing their own companies though.
  • + 14
 So true. A few years ago we were doing work for the CEO of a mid-sized manufacturer that had just been acquired. When the new parent company requested they switch to SAP, the CEO said, "If you do that, you'll ruin the company, and I'll quit."

I thought he was just being pigheaded. I was wrong.

They went ahead with the switch, the CEO quit, and the SAP took up about a year of the company's time, completely ruining their ability to release new products to keep up with their competitors. They never recovered, and ended up being spun down and having their remaining products folded into the parent company within a few years.

Somewhere around $30-million worth of value, dissolved by a SAP integration.

Hope things work out better for Canyon.
  • + 2
 Problems with SAP are mostly because of the "chair to keyboard" bus.
  • + 2
 SAP,still going, it was crap 15years ago!
  • + 13
 So funny to read all of these SAP comments. In the history of mankind these words have never been uttered..."Our transition to SAP went smooth. I find the interface to be intuitive and user-friendly".
  • + 7
 Lol. Of course it's SAP. As someone who has worked on SAP for the last five years (R3, APO, GATP, BW), there aren't enough words in the English language to describe how unintuitive and shitty their products are. I was thinking the whole time while reading this article, "I would be my house that they're implementing SAP"
  • + 4
 SAP = Search Another Person

Shitty software. I've had constant headache every time I'm at my office.
  • + 2
 As soon as I read "IT problems" I assumed SAP. Does anyone know for sure?
  • + 3
 My bad. Missed a few comments there. It was SAP! On mobile or would edit...
  • + 1
 LOL
  • + 50
 IT companies are generally selling crap and I tell you this as an IT software architect. In order to get a proper product, you have to grab them by the balls and squeeze tight for a long period, otherwise you will get a shitty system which will cause a lot of problems. I have seen this too many times. Funny thing is that customers (companies) are shooting themselves in the head by requiring unrealistic dates form software vendors and not hiring proper test teams. Small vendor will sign anything just to get contract and will issue unfinished software just to keep dates, because if you fail to deliver, customer will look for someone else. But when the systems goes to production, even when it fails, they have no choice because they have already thrown the old system away :-) . An then for a couple of year when someone mentions about changing the system he is considered insane.
  • + 9
 look like testing in production
  • + 38
 As said above, "I don't always test my code but when i do, i do it in production"
  • + 9
 We installed a new accounts package at my company around 3 years ago. We have hired a company to engineer it to work for us at frankly ridiculous expense and they took our money, told us it was no problem and that the package would handle our business model and delivered a product which was a million miles away from what we needed, we have a guy on staff who's job it has been for 3 years to work on the package and make it work for us and it still isn't perfect. The part about vendors telling you what you want to hear cuts pretty close to the bone.
  • + 6
 IT sector is terrible to deal with since for any regular person it is dark magic. If a contractor comes to your company and messes up the floor or toilets it's easy to kick them in their butt, however IT people are just impossible to check. They can come up with any explanation they want. At my office we are struggling with a provram to register working hours and generate invoicing. After 3 years we still can't register and manage time and write invoices when away from work.
  • + 4
 To zero in on it further, the blame for these issues are the combination of IT sales people and the managers that are responsible for making purchasing decisions.

The IT sales people ARE SALES PEOPLE! What do you expect?

The managers are normally never made up of individuals with enough knowledge to turn down these bull5h1t solutions companies try to push and as a result of that lack of knowledge can never envision long term in house objectives that can get them where they want to go without spending money, and worse yet, tax payer dollars.

Now throw in this idea that it's better to outsource, an voila, you have an expensive 5hit sandwich.

I'll never forget having the pleasure of squaring off with Ido Ben Moshe of Zend (PHP) as to why their tool was sub-par. Before this meeting I had written a report to the department head on what it would be like to live with the tool. While I was detached in tone, there were significant issues that caused the management to back away from the tool. We met with them anyway to give them a chance to answer the issues presented, to which they failed, all the while behaving as if their experience was greater than ours.

I hope Canyon rests on the thinking and usage of permanent in house IT teams and better testing procedures in the future. The best of luck to them.

:-)
  • + 1
 Not only small vendors. Big vendors also do this. In this case it was SAP. Sometimes it's better to bring in highly trained contractors (ie. not Indians) that will whip out what you need. Most of the best systems that I've worked with were written by a small team of contractors.
  • + 3
 Yup, big vendors are worse than small, as they can generally be pretty confident their legal departments are bigger than yours. I've been working on getting a new health IT system implemented since before my son was born, he's now four and a half. Some of the functional specifications promised as 'compliant' in the tender response only made it into a development release early this year, and I only got documentation on it yesterday. The only reason we have got this much out of them is by refusing to sign off on go-live and the associated $1.5M that goes with it until they deliver what was agreed in the contract. Another (much larger) customer went live on the product in 2011, and I've seen their "Significant Issues" list hardly budge since then. The only things that have been delivered to them are as a result of our ball-squeezing efforts, or them caving in and agreeing to pay for extra development. They's also had issues with dirty data as a result of rushed data migration, not to mention extra admin overheads and existential mental pain from dealing with 'workarounds'. Moral of the story is once you've agreed on product 'acceptance' and paid your lump sum, good luck with getting things fixed. Yes, we have completely blown our internal project salary costs as well as timelines, but at least we'll get the product we signed a contract on when we finally go live in a couple of months. Not all roses of course, our existing systems have their own not insignificant challenges, but better the devil you know than literally risking lives using a beta quality product in a production environment. Also worked on some NPfIT projects in the NHS in 2008-09, I must have been evil in a past life!
  • + 3
 True dat brother. I've worked on SAS software where we found out that the vendor sold us a version that was not implemented anywhere even though they sold it as 200+ installations. We then found functionality that not only didn't work but was half implemented with syntactical errors. When we confronted the cheeky bastards they just said, "Yeah, we know." Once you pay the f*ckers, that's it. Although I did see one client actually try to sue the vendor for selling them crap. Not sure how that ended.
  • + 2
 @WAKIdesigns
Yeh, you have nailed it. Let's take Canyon, when they order frames from Taiwan, they have people who can actually check the product quality inch by inch. But if the didn't, their Asian friends would sell them crap, just list this IT corp did. The reason is that they do not hire anyone to whom IT is not black magic.
  • + 3
 @BDKR - You are 100% on the money. I am an IT Project engineer (I implement what the sales team sells) and I can't tell you how often the sales person makes promises that the IT guys simply can't keep. The client ends up with unrealistic expectations, and I end up working my ass off for weeks, sometimes more than 24 hours straight, to meet the customers need. Then after i've killed myself trying to please the customer, they just bitch at me for not meeting the unrealistic expectations set by the sales person. It is a thankless job.

Fortunately, the company I work for now allows me to operate as a Sales Engineer, and vet the solutions before the client sees the project proposal. I get to make sure it is realistic, which has made the projects I implement go SOO much smoother.
  • + 1
 @rallyimprezive I'm lucky now that my supervisor (our group lead) was a developer for years so he knows how stupid managers and sales people can be.

But yeah man... I remember those days of dreading what a sales person told someone.
  • + 28
 That letter would have more impact if we even had the possibility to be a customer in North America
  • + 6
 World is reading.
  • + 11
 "We strive to offer each of you the perfect riding experience."

Well done with the subtle marketing use of "strive" in the apology letter. Next task, incorporate "Spectral" into your next open letter.
  • + 4
 If they are pros I am sure "shapeshifter" will eventually make an appearance!
  • + 6
 "Dude, solving this was like trying to cross the Grand Canyon at night. The problem was Spectral in that we couldn't see in the dark, the Lux levels were too low. We have the Nerve to apologise, and will Strive to Exceed your expectations, please feel free to Torque to us if you're feeling Stitched up"
  • + 8
 Start to sell to Brazil and South America. People here really need your bikes. Trust me, we don't have all the diversity of brands other countries do and we want to ride bikes the local companies are not producing and the companies responsible for importing and officially represent foreigner brands are not willing to import.
  • + 4
 i couldn't agree more. Ever wanted a Canyon, but in my last trip i don't planned the costs of bringing one with me.
  • + 10
 I would suspect this is due to Brazil's high import tax/duty rates.

"Duty rates in Brazil vary from 0% to 35%, with an average duty rate of 22.77%. Brazil operates a 'Simplified Tax Regime': Imports by post valued up to US$3,000 are subject to a flat Import Tax of 60% on the CIF value of the import."

This would make a $3500 bike cost you $5600 by the time it makes it to Brazil. And that does not count shipping, which is also taxed. (CIF - Cost, Insurance, Freight). A distributor would have to pay these taxes stocking his/her store with bikes, then charge their customers extra to cover the duty and shipping.

I have a lot of clients in Brazil who have to deal with this on a regular basis.
  • + 3
 Exactly. We suffer a lot from all these duties, but if Specialized, GT, Cannondale, Scott and a few others can do it, I belive Canyon can too, and their direct sales policy would be great, since they would still be 10 to 20 % less expensive, even after our ridiculous amount of taxes... In some states an imported bicycle may be taxed at 72% of it's total value! Frown
  • + 9
 start you own Brazilian bike company, and make the frames in Brazil, no duties! problem solved!
  • + 1
 parallaxid , yes, I believe every Mountain Biker here supports the local companies in many ways. But Producing here has been harder because of taxes, as has happened in many other countries. On my Hard Tail I have used a frame ( and handle bar, seat post , saddle ) of a local small company of my area and it is really good but the variety of products is very limited and if you want anything more than a cheap XC ( ish) Hardtail, will not find... only imported brands. As MichaelHunt said, there is the problem of tax/duty rates. But this is not the only thing. The companies responsible for importing want to have a huge profit on every single product, sometimes going beyond 200%. And the local bike shops are not so different.
So a company like Canyon selling by internet and delivering here would bring drastic and welcomed changes for the consumers and the sport.
  • + 1
 Not only whit taxes...but the problems just keep growing: 1usd = 3,96brl, 1eur=4,37brl, minimum salary=880brl. We are pretty much tucked. The only solution is to work f# hard and make four times more money than everyone.
  • + 10
 Sell to North America. We want your bikes. Stop balljackin around and let us buy! That is all.
  • + 21
 They aren't going to expand while they have trouble fulfilling current orders in a timely manner
  • + 7
 Fair play. Admitted they have done wrong, and have promised to rectify it. Top class performance from Canyon. If things worked out, and their bikes stayed as good as they are now then they would definitely be a contender for my next bike.
  • + 9
 Too little too late. Already ordered a YT.
  • + 12
 I did the same - placed a Strive order Nov-15. After 3 weeks of getting mucked about and no clarity around the status of my order I cancelled it and ordered a Capra - glad I did. I'm sure I would have loved the Strive, it looks a great bike, but lost patience with them Respect for being open and admitting your mistakes tho Canyon.
  • + 5
 too bad.. i just wait 20 days for my bikes to be ready. Now my Strive is on the way!! WOHOO!! 3
  • + 4
 Big Grin I wish you a lot of fun with the shape shifter... I you are able to read some german have a look at mtb-news.de and read all the threats regarding this retarded system Big Grin I think 80% get broke within the first 8 weeks...
  • + 1
 My shapeshifter was broken After 3 Month. But the new 2016 Version of the shifter works perfekt. The Problems should be solved
  • + 8
 Sorry letters are fine but I am already waiting 2 months for a new shapshifter...
  • + 7
 And I fifth months...can´t trust them!
  • + 1
 Me too. My worry is they scrap the shapeshifter then ill be left with a useless bike. lets face it. My new ss will fail within a few months. Wish I got a different bike now. #should have got a YT
  • + 1
 I had to wait 4 Weeks. Last friday I got the new one. It Looks like this one works way better. You also get much faster from dh to xc Mode
  • + 1
 @premiumcuts I also preferred the strive to the Capra and I regret it a little bit
@Iceman666 Looking forward to getting mine...hopefully it is as you say and that thing works longer than the old one
  • + 4
 About time I got an apology of some sorts. My Canyon Strive dented itself on the seat tube and had a crack on the head tube and Canyon blamed me for their design issues. They had my bike for 3.5 months and I didn't even get the the issue sorted. Avoid at all costs.
  • + 1
 Similar story here. Took 5 months for them to send my Spectral back to me, and when they did it arrived back with extra dents that weren't there before! Send my bike to them in August 2015 and I'm STILL without a bike. But, y'know, they've said sorry now so that makes it all ok...
  • + 4
 PB published a story about Canyon recently and there was not a single mention of the problem that this company and his customers (many of them users of PB) were going through. Maybe PB didn't even know that, or maybe PB did known that but didn't want to upset one of its advertisers. Either of the two options is shameful, right?

¿what happened to avid brakes years ago? Thousands of riders worldwide had similar problems with these shitty brakes and PB said nothing. Sram finally had to recognize they were basically selling crap when the name was changed.

Hey PB, everyone likes money, but beyond this there's a thing called decency. It's great that the legend writes nonsense about rights of way and divorces, but not all users are retarded.
  • + 8
 Sell to the Americas. Take my monies.
  • + 0
 they probably didnt sell it to US until now because the price will be Rocketing to airspace.. :O who knows..
  • + 4
 I´m a "victim" of this software update, belive me it was totally nuts I had to order my bike 3 times in a row, it took about 3 weeks just to confirm the order, and every time I ordered it again they told me they never recieved an order before^^
I got my order and shipping confirmation 1 week after I got the bike..

Right now I´m waiting for spareparts since 4 weeks, delivery date last week of january, talked to a service gut last week he told me it could take a "few" more weeks...
  • + 3
 Respect Canyon, you get my vote! It took Nerve to admit the issues and now they can Torque the systems down and Strive to do better now and in the future, I will be Spectral-lating about the future being Enduro unless the Claws new movies gets us all Stiched in a 360, personally I prefer a 720! All the best to Canyon!
  • + 6
 As a Canadian, I do not give a care.
  • + 4
 If you want to make it right, do something nice for the people who've been stuck for months with warranty claims etc with no information. Talk is cheap.
  • + 3
 its great the apology but you still have to bagger them with emails to get a situation resolved. I ve found some agents will work with you and others just close your ticket and say no to what ever your asking for .
  • + 2
 At first i said awwww, then i said wtf do I care i dont own a Canyon. So now I kind of feel like this is a publicity stunt to make everyone feel like sorry for Canyon. Tell me you offered your customers who actually buy your bikes a huge discount and made it right with them, otherwise it just kind of seems like ClapTrap.
  • + 1
 Respect on this one! Other companies only tell you to wait another week or so! It's exceptional that a CEO makes such a statement! It's difficult when a company grows so fast that you need a system like SAP and then you have more problems than before! I was never let down by Canyon so my next bike will be one again!
  • + 1
 This is total bs. Even before their new system their delivery times and customer service were abysmal. It was their own decision to switch to a different system, probably just to save them money in the long run. I don't really care about that. Other companies manage to provide good customer service and don't f*ck up, so why should I buy a Canyon?
  • + 1
 Because it's so much cheaper?
  • + 5
 Its just not been the same since Barrel quit EWS.
  • + 2
 gonna miss him Frown
  • + 0
 ????
  • + 1
 My bike is in the facilities of Canyon Portugal for more than five weeks waiting for a SS and seatstay. Every week I call there and do not know when it will be ready. If the Canyon is interested in resolving this issue, please reply to this review, I'll be happy to give you the details of the process.
  • + 1
 Can somebody help me. I have recently been massively let down by Canyon, and I am finding it difficult to get to speak to someone at Canyon about it - I am completely sold on Canyon, I have chosen Canyon as my next MTB, Endure - Strive 6.0 AL Race, but the service I have received and the post sales has been very poor, I don't seem to be able to get in touch with anybody who is actually trying to help me. Does anyone have a contact number, or email of someone who has helped them recently. Thanks.
  • + 1
 Hi! Anyone maybe know,how to contact canyon? Phones bussy all day long,same as chat, emails no reply. Has already written to one guy from there on fb, but this is stupid! Thanks if anyone have a way to get info, what is going on with order??!!:/ thanks!
  • + 1
 "implemented a new company-wide IT system" This reminds me of a south park episode where they have a new IT system called Intellilink and the Canadian medical system gets messed up because of it, anybody?
-I still love canyon
  • + 3
 Nice move.
info for the gravity riders, Torque DHX/EX prices just dropped 20% or so (might be also because starting price is higher than last year though)
  • + 2
 Or maybe they have to sold out because the new torque will be released in 27.5 wheels Wink
  • + 3
 Their top DH bike with xo1 and Cane creek DB is now 2300€ !!!!!!!!!!!!!!!!!!!!! That´s insane.
  • + 0
 Such a good price. Components alone are probably worth more!
  • + 0
 @wipz07 some people may buy it to upgrade some parts on their bike, sell the parts they don't need, and then just hang the frame on a wall because it's still a deal!

@taifi yep I was surprised that their 2016 range was still 26". Probably explains also why they went from 4 DHX builds to 2 and from 3 EX to 2. Is your 27" info just supposition?
  • + 1
 Yes, saddly, it is just a supposition, but all the things mentioned relates the change to 27.5 wheels. We`ll have an answer to that untill July Smile
  • + 1
 how lame...why don't IT contractors do a better job of
running real time simulations before releasing their product to the customer?
when i worked a stright job, that protocol was always a line item in the contract.
  • + 1
 I am so glad I cancelled the order I had for a Strive in 2015 ,waited from Aug to Sept then cancelled -,what got me was the endless words but still no goods

MY NEW YT CAPRA COMP AT £2k! arrives soon

Ta S
  • + 0
 He's right. You can build the best bikes in the world but if your customer service sucks... you're going down. Customer service is the easy part. Hopefully they will get their acts together. But they need to make it right for all those who ordered a bike only to realize by the time its delivered is obsolete.
  • + 1
 Open and honest...about 5 months too late! Not forgiven. Too little to late and too many lies to so many people.All lads wanted was a date of delivery not a date that moves when Canyon feel like it.
  • + 2
 Hmm not sure who their PR advisor is, but I had no idea of any issue until I read this. Damned if you do, damned if you don't I guess.
  • + 1
 DO they really GAF, or are they just kissing ass after they got SLAMMED in all the comments over the last several weeks when PB ran all the articles on visits to Deutsch Manufacturers??
  • + 2
 One more Strive owner with broken ShapeShifter! Let's see how much time I will wait for a new one.
  • + 2
 I say thanks roman. Gave me time to wait for the Transition Patrol carbon. Im stoked on that!!!!
  • + 1
 Hi Arnold,

That was very humble of you... Well done sir..!

When are you going to restart the network in Canada and the USA?

Thanks
  • + 1
 Dear Canyon,

Not good enough. Only a refund of my hard earned £3300 will change my opinion on your company.

Regards
Another pissed off shapeshifter owner
  • + 2
 Only time will tell, for now it sounds like the spent most of the time on PR.
  • + 2
 the same procedure as every year.. =)
"Our new systems perform better with each passing day" wanna see THAT!
  • + 3
 And again... Shop local Wink
  • + 1
 Really, you have never had issues with supply locally, give me a break!
  • + 1
 Never have and never will my local is always good to me Smile
  • + 2
 Business is like living in the wild. You make mistake = you are going down. Wish you the best, but sobbing won't help.
  • + 2
 I'f hate to be the vendor or consultants on that project. Somebody F'd up, huge.
  • + 1
 We are in June 2016 and Canyon is always not be able to supply its bikes in time!!!
  • + 0
 Wow that shows cahones.. all out honesty and to the point..canyon is already showing improvements in customer service with that public apology
  • + 2
 After reading this en the comments I'm definitely not buying a canyon!
  • + 2
 Well that sounds like a hell of a time.
  • + 3
 I'd say Oracle or SAP.
  • + 2
 Ewww Oracle
  • + 1
 update to Windows 10?
  • + 2
 It seems it was SAP. See comments and link above.
  • + 1
 Yep. These things are always a cluster fuck. SAP probably wrote be a reference into the contract so they could use their name in the above link.
  • + 1
 Nice, these pinkbike cucks (aka mods) warned me because I dislike normalfag-tier shit.

Thank f*ck Ridemonkey exists.
  • + 2
 I don't care, I ride Santa Cruz.
  • + 1
 Transparent, Trustable, Tinted, Forgivable by knowledge. Ride a Canyon and you`ll forget you've ever waited for a bike !
  • + 1
 Wonder if they swapped to SAP.
  • + 2
 Respect
  • + 0
 Better late than never. Good on Canyon for owning up and calling themselves out.
  • + 1
 arnold looks like daniel berger of dt-swiss ... a lot!
  • + 2
 SoooooooReeeeeyyyyyy
  • + 1
 Another reason I am stoked on Guerrilla Gravity..
  • + 1
 Cambria Bike are you listening?. . .
  • + 0
 They should Strive to sell in the US. Sick looking bikes!
  • + 0
 Dear Canyon, ship bikes to North America. Sincerely, Anthony Obrzut
  • + 1
 Good effort Canyon.
  • + 0
 Respect
  • - 2
 Class.
  • - 2
 This makes me want to buy a Canyon
  • + 2
 Not me & I owe one!
  • - 2
 All forgiven they hired Darren Berrecloth!!!
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