IMPOSSIBLE TO ORDER CANYON ROADLITE 5.0 [ HELP ]

bcun

Hi all, I have been trying to order this bike for over 2 weeks now and have all but given up as its seems pointless......Problem is when you phone canyon it is impossible to get to speak to anybody,its just a german answering machine all the time... Have phoned 8 different times and emailed at least 8 times also to which they dont even bother to reply to..... Very annoyed at this as it is very bad customer service....Has anybody else had this same problem i wonder.... Its a pity cos their bikes are very nice in terms of looks and spec,but their customer service is s**** to say the least and thats no joke.......Looks like i will have to get a specialized allez sport instead [ around same price ] even though the canyon bike is far better..... Why advertise to sell bikes online when you cant even answer the phone to potential customers with enquiries..... [ CRAZY ] Any advice on this is welcome apart from the obvious [ GIVE UP ]......... Cheers:(:eek::mad:...........

Raam

Can you order online? I added a bike to the shopping cart.
http://www.canyon.com/_en/outlet/list.html?type=race

bcun

:(Hi raam,thanks for your post,, the bike i am looking for is Canyon Roadlite 5.0 compact 56cm frame in fuji metallic white,it wont let you order this online unfortunately...... Only seems to let you have 2 choices which are both wrong colour and wrong size,,,way to small for me...... Thats why all the phone calls and emails to canyon to try and get some info all to no avail i am sad to say....Cheers.................

TinyExplosions

Are you sure it's an answering machine, and not one of those automated "press one for service, press two for sales" etc etc. I remember phoning them last year, and got through just fine, and they were very helpful on the phone.

(as an aside, I've just put a white, 54cm with a compact in the shopping cart -and they've given me a free torque wrench )

littleknown

i had no problems with them but never needed to phone just ordered online and the whole thing was done without a hitch.

ask this guy for a german contact to help you. fboada@canyon.com

good luck, very nice bikes

heffsarmy

I ordered a canyon ultimate cf off them last year no hassle what so ever, rang them to change the stem(too short) sent old one back and within a week sent me the new one over.

Morgan

bcun wrote: »

:(Hi raam,thanks for your post,, the bike i am looking for is Canyon Roadlite 5.0 compact 56cm frame in fuji metallic white,it wont let you order this online unfortunately...... Only seems to let you have 2 choices which are both wrong colour and wrong size,,,way to small for me...... Thats why all the phone calls and emails to canyon to try and get some info all to no avail i am sad to say....Cheers.................

Just clicked through the website - no problem getting this configuration into the shopping cart.

bcun

:)Hi guys,, thanks for your posts tinyexplosions,littleknown,heffsarmy,morgan and all you other guys who replied as well..... Went online again and finally was able to order the bike this time though their was still one small hitch,, i did everything right and checked it over and over but for some reason it kept telling me i was ordering a 50cm frame and not a 56cm frame which is what i want....so i just left a note on bottom of page saying 56cm and not 50cm so hopefully this should suffice...... If they dont have 56cm in stock which i think is the case and they have to assemble me one from scratch,does anybody know what kind of timeframe we could be talking here in terms of it arriving...Are we talking weeks or months of a wait,has anybody ordered a bike from canyon that was,ent in stock and if so how long before it arrived..... More posts on this much welcomed and thanks for the help once again.... I,m just thinking the 50cm frame would be perfect for me if i was a SMURF but thankfully i,m not,no offence to all you small people out there...............Cheers................

TinyExplosions

I was quoted about 6 weeks wait for one last year, so I suspect it's about the same

blorg

I went through the ordering process and had no problem adding a 56cm white Roadlite 5.0, you must have been doing something wrong? You put in the size at the "2. CONFIGURE" point. Good luck with the bike.

bcun

:)Thanks again for your posts tiny explosions and blorg, sorry i could,ent reply earlier but i was not near a computer till now..... Greetings to all you cycling folks from sunny orlando,florida in the usa.....Whats the weather like back in Ireland at present cos its really beautiful here guys.....Off to Disneyworld tomorrow to see mickey mouse and friends.....This chilling out in florida is not easy you know guys,but someones gotta do it right..... God i miss work [ NOT ].......ha ha ha................

murtagh

Hey bcun,
Just wondering what the status was on your bike? I orered a Roadlite 5 on April 21st and it still hasnt arrived!
What is even more annoying is that before ordering I rang them, asked what the delivery times would be (was told mid-June for black, mid-July for white) and then asked about the "Express bikes" they list on their site. Was told that the express bikes would be dispatched within 3 days. "Bob's your Uncle!" I thought... and ordered one that day

Since then I have had emails confirming my order, confirming my delivery date as week 20 (which is but a distant memory), confirming my payment... confiming everything. I rang again last week and after all the apologies I was told that my bike would be dispatched late last week or early this week and I would have it this week. I rang today just to get a delivery reference code from them... and was told... Your bike has not been built yet, we will be building it in the next 5 - 10 working days.
All this for an "Express Delivery" bike (ie pre-built, WYSIWYG, ready to go)!!!
Their customer service is appalling. The average wait time on the phone is 30-40 mins. I have had a number of promises of call-backs, none of which ever materialized. The excuses I've heard imply that they are having severe production problems.

Maybe this thread is a bit old for resurrection but I thought the subject was appropriate. I would strongly recommend avoiding this crowd (at least until they have their production problems sorted out). Another thing to be aware of is that there is no facility to pay for an order by credit card on their website. That will involve calling them. I was told when I asked about the delivery times before i ordered that if i paid by credit card they would call me to get my CC details... this was the first of the call backs I never received. When I eventually got a German friend to translate their answer machine so I could call them the reason i got was that "Yes, they received my order, but they forgot to call me for the credit card details".

These guys are having serious problems at the mo (the lad I spoke to today told me they have up to one hundred people calling up wanting to cancel orders every day!), and despite the undisputed value of their bikes I wish I'd never gone with them.

as an aside, for those of you who dont "spreken ze deutch" when you call them wait for the first guy to finish talking, then when the second message starts you can press 1 for general info, or 2 if you have an existing order (as the dialtone buttons have suddenly come alive!)... then sit back and wait... it'll come as no surprise that the on-hold music is terrible... they could at least give us some Hasslehoff!

I'm really disappointed I've had such a negative experience with this crowd, and I don't even hold blorg responsible for recommending them!!!

So let this be a warning... if you are going to order from these guys, find out a realistic delivery time first, and be prepared to pursue it with daily calls.


CANYON BIKES, ORDER NOW FOR XMAS 09!!!

bcun

:eek::(Hi murtagh, sorry to hear your having the same s*** from canyon as i did also... I had exact same problems as you... I eventually ordered my bike online only to be told about 10 days later that the roadlite 5.0 was no longer in stock and would not be available anymore in the near future by email........... Their bikes are lovely but their customer service sucks big time,i would,ent go near them with a barge pole again,a complete waste of time. In the end i bought a specialized allez sport 09 model and got a good deal on it and i am very happy with it,its a lovely bike........... My advice to you is go for something else mate other than canyon,and give canon a wide berth,the wider the better.......Best of luck..........

nitrogen

Hi murtagh,

Has your bike arrived yet? I'm contemplating purchasing a roadlite in the near future, but having second thoughts now after reading this thread.

Since these bikes can't be tested, what other make would be comparable to the Canyon frame size?

Cheers

FrankGrimes

murtagh doesn't post on here very often but I know him and yes he did get the bike after the end of a pretty comical and drawn out saga. They ended up getting the pedals he ordered completely wrong on top of the major delays and he said sorting that out was gonna take ages and lots of hassle.

All in all, I doubt you should go near Canyon unless you're saving serious money and are prepared to wait a long time to get your bike. Inefficient Germans, who knew?