Blown away at great Canyon customer service- Mtbr.com
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  1. #1
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    Blown away at great Canyon customer service

    So I ordered a Canyon Inflite last week and didn't realize that their proprietary handlebars wouldn't work with a normal handlebar Garmin mount. I went on their website and saw that you got a discount if you buy it alongside a bike and they replied with "we just sent you one for free".

    Absolutely blown away. Never had a customer service employee just go "oh here's something for free", much less a $40 part shipped for free.

    Thumbs up to them.

  2. #2
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    Thanks for posting this. We are seriously thinking of buying from them, but were worried about what the on-line customer service experience would be like.

  3. #3
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    I called them before ordering and the rep enthusiastically talked to me about bottom brackets and various options and even considerations I hadnít thought of. Very pleased with the customer service.

    Direct to customer bike sales like Canyon and YT are going to change everything.

  4. #4
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    Seems like their email response time is lacking. I emailed them Monday (on 3rd day) and haven't heard back yet. YT responds within hours.
    That said I did call in to ask questions about a bike and the rep was on top of it and I ended up ordering my bike. Hoping the after sales support is just as good.......but hopefully I won't need it.

  5. #5
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    Email response in New Zealand is a day or two with responses coming from Melbourne, Australia.

  6. #6
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    Having issue with my new bike....email response is lacking still. Hoping to get this solved quickly.

  7. #7
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    Try calling them. They are great on the phone when I've talked to them.

  8. #8
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    Quote Originally Posted by Len Baird View Post
    Try calling them. They are great on the phone when I've talked to them.
    I did, and while they were polite all that was offered was to wait until my email was answered. They did finally respond almost 5 days later telling me to reach out to KS for support. It's hard to be patient when your new bike sits....lol

  9. #9
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    I bought a Canyon Endurace road bike and will definitely vouch for great service. Talked on the phone first and then bought online. Iím lurking in here cause Iím interested in a Lux but waiting to see if they will roll out a redesign for 2019.

  10. #10
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    I bought a Canyon Ultimate road bike and got great service too. Oh, and the bike is awesome. Unlike some big brands, they don't skimp on parts they think you won't notice. Everything is top notch quality.

  11. #11
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    I am a little disappointed, though, that you don't get a choice of stem length on their bikes that come with the one piece stem/bar combo thing. It's like hey, you get to spend $400 right off the bat to get your bike to fit.

  12. #12
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    Quote Originally Posted by Alias530 View Post
    I am a little disappointed, though, that you don't get a choice of stem length on their bikes that come with the one piece stem/bar combo thing. It's like hey, you get to spend $400 right off the bat to get your bike to fit.
    That is pretty dumb. I mean, one piece bar/stem is dumb regardless, but on a complete bike? That's like fixing the seat at one height.

  13. #13
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    Quote Originally Posted by jaggrin View Post
    I bought a Canyon Endurace road bike and will definitely vouch for great service. Talked on the phone first and then bought online. Iím lurking in here cause Iím interested in a Lux but waiting to see if they will roll out a redesign for 2019.
    I was all about getting in line for a Lux. I have a 2017 Exceed with the exceedingly notorious Sram brakes. Front one doesn't want to work when it gets warm out. Canyon's recommendation is to take it to a dealer for warranty. Bummed. It's a known issue. Seems like I could just sent it to Sram for warranty if they would request a RA from Sram. Any non-Canyon parts have to be warrantied thru LBS rather than Canyon, that should go smoothly.............

  14. #14
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    To ship screws to Singapore costs $USD107 so it's not all great. No standard post option, all via UPS or DHL

    Trying to get an order together with spares that aren't on their website so each clarification via email takes 2+ days.

    Spoke to a lady on the phone was very nice and apologetic.

    Personally I think they need a better online catalog for all parts and products, and much quicker turnaround. All possible with better tech. I.e. Find your bike, find the part, checkout, multiple shipping options, click buy, no humans.

  15. #15
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    Bought My strive cf 7.0 4 weeks ago from Canyon USA and it was a pleasure. Bike arrived in prefect condition and was packages very well. A week after I got my bike, I got an email where they were offering free shipping. I called them up and they refunded me the shipping the next day. Email response is definitely super slow, but I was able to get all of my questions answered over the phone immediately anyway.

    Canyon didn't have the strive press tool or derailer hangars on their USA website. Gave them a call and had them in my hands in 4 business days.
    Love my new Strive.
    Love the service I got.
    Will definitely buy my next bike from Canyon

  16. #16
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    Maybe all the good customer support people are no longer with the company?
    I bought a Strive CFR frame back in late Feb, and it was shipped missing some pieces. I can't get them to even respond to me. It's ridiculous.
    Worst customer support in the bike industry I have ever dealt with, and that's saying something as I have dealt with Sepcialized's complete and total lack of customer support.

  17. #17
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    To be fair, there is this little pandemic thing happening that might be affecting their ability to communicate.

  18. #18
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    they do have a phone number, are you saying you tried to call and they don't pick up the phone? They also have a chat on their website.

    There is no excuse for not getting a reply if you sent them email, but you should try to call them directly if you haven't done that yet. I can't imagine you are waiting for 2 months to get missing parts from a bike that was delivered in Feb.

  19. #19
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    I put in a ticket on their site, they acknowledged it and said they are "working on it". Called and the guy just said yeah, they will get back to you. Since then, no replies on emails regarding the ticket.
    It's annoying because it is the small parts for the cable port, the little screws to attach them to the frame and the upper headset missing something.
    So I literally can't do much of anything to build it yet. I gave up on the headset and just purchased a headset top of the proper size. So I can at least cut the fork to length and get that going. But yeah, just frustrating.

  20. #20
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    that's definitely not acceptable!

  21. #21
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    Quote Originally Posted by brex17 View Post
    Maybe all the good customer support people are no longer with the company?
    I bought a Strive CFR frame back in late Feb, and it was shipped missing some pieces. I can't get them to even respond to me. It's ridiculous.
    Worst customer support in the bike industry I have ever dealt with, and that's saying something as I have dealt with Sepcialized's complete and total lack of customer support.
    Maybe a global pandemic is happening?


    Sent from my iPhone using Tapatalk

  22. #22
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    I did finally get the missing cable port cover in the mail yesterday. And they threw in some decals. So that's nice.
    My son loves the bike, but I hope to not have to use their support system again.

  23. #23
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    Quote Originally Posted by tgoods View Post
    Maybe a global pandemic is happening?
    That doesn't affect their ability to communicate with their customers in any way. It's kind of par for the course over there, unfortunately.

  24. #24
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    Quote Originally Posted by smmokan View Post
    That doesn't affect their ability to communicate with their customers in any way. It's kind of par for the course over there, unfortunately.
    This! Pandemic or not, companies need to communicate via email at least and it should not take more than a couple days to at least reply...

  25. #25
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    We have 2 bikes from them, and I know of at least 5 others in our club.
    Missus' 17 LUX was no hassles and continues to be awesome.
    This year (before Corona) I ordered the Endurace CF SLX, shouldve taken 4 days, it took 4 weeks to get to me (Germany to Switzerland, approx 800kms), repeated emails were lacklusterly answered, and I didnt get a tracking number until the day before arrival. Having said that the bike itself is awesome, and as mentioned above the attention to detail is great.

    As for the others in club, I only know of one that had transport damage, which you can blame on Canyon, but it was a pain in the arse to get it all sorted.
    always mad and usually drunk......

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