Canyon ordering problems.

WhistlingDixie

Has anyone ordered anything from these laid-back lads? Here's what's happening to me:

• I placed a web-order (13th August) for the bike but the site responded that they'd ring me for my credit-card details when I tried to enter them.
• They email me 6 days later saying that the credit-card payment didn't work and that I should contact them. I reply by email saying I thought they were to phone me.
• They phone me the next day (20th August) and take my credit-card details.
• The email me a couple of days later saying that I should contact them as the credit-card payment didn't work.
• I email back asking them to phone me.
• A couple of days later (27th August), having heard nothing from them, I send an email outlining that I wasn't happy with the service, that a simple order was becoming a drama, and that I wanted the name of a manager to take the matter further. They didn't reply!
• I got the name of the manager/owner and forwarded the last complaining email back with "FOA: <Manager's name>" as the subject (they only have one external email address: info@canyon.com). They sent an automated reply saying they had too many phone-calls and emails to reply in a few days and that I should "refrain from sending several e-mails per enquiry as this will result in delays in dealing with all other customer enquiries".

I'm pretty angry :mad::mad: with this service, and would gladly take my money elsewhere but for the fact that the bikes are great and I really want one of them. Does anyone have any advice?

Lumen

It's not unusual.

Morgan

https://www.youtube.com/watch?v=UOArsNMVqGg

petethedrummer

Were you buying a Road or Mountain Bike?

I was gonna get a MTB from them but went with a Cube from chain reactions instead after hearing all the horror stories.

WhistlingDixie

Thanks for the replies folks.

@petethedrummer: I'm trying to get this mtb.

I reckon I'll just have to be a lot more tolerant and patient. I got the phone number and rang it today from my mobile but I can't connect to them

petethedrummer

goodness thats a top end machine, I bought at the other end of the scale.

CheGuedara

If you don't have luck with them you could always consider a bike from their German rivals like this one. Dealt with them before and they're pretty good - had my bike in maybe 10 days from ordering



Cheaper too

WhistlingDixie

CheGuedara wrote: »

If you don't have luck with them you could always consider a bike from their German rivals ...

What's the company called?

@petethedrummer: yeah it's a nice bike, but I'm a total mtb Fred :pac: (I gave up the smokes a couple of years ago and saved a good few grand in doing so, so I justify spending that money on a healthy hobby).

nitrogen

I'm also in the process of ordering, despite having read the other horror stories. For an online business not to have an e-commerce booking system a decade into the 21st century is shocking.

As you said, WhistlingDixie, it's the fact their bikes are better than their competitors in the same price range that makes them appealing and I'm willing to put up with a longer than usual wait.

I never got a call to ask for my credit card details, but gave them a call (After a minute of German, I eventually got a human) and spoke to a pleasant guy who informed me my bike will be shipped once my card is charged. I'll report back soon.

CheGuedara

Sorry, linked the photo but didn't give the name -

They're Roseversand, they'd be well known on the continent for their bikes under the Rose (MTBs) and Red Bull (Road, entry to mid market MTB & Touring bikes - & nothing to do with the drink) brands. Their website is www.roseversand.com

Diarmuid

WhistlingDixie wrote: »

Does anyone have any advice?

Ring them up, give them your cc details, wait for them (on the phone) to confirm payment, get expected date of delivery, hang up. If that doesn't work, look for a different bike.

WhistlingDixie

Thanks Diarmuid and everyone else for the replies. I'll ring them on a decent phone and see what the story is.

petethedrummer

WhistlingDixie wrote: »

@petethedrummer: yeah it's a nice bike, but I'm a total mtb Fred :pac: (I gave up the smokes a couple of years ago and saved a good few grand in doing so, so I justify spending that money on a healthy hobby).

I have never smoked so by rights I should buy myself €10,000 bike!!!!

ravendude

I'm actually thinking of a canyon MTB myself too (either the AM or XC).
The canyon specs look better than pretty much anything else I've seen, and definitely looks a lot more bang for buck, - even when compared with this "Rose" below.
ie. the canyon's use top notch components with very low weight - all fox forks, easton handlebars, formula oro etc.

My only concern is that I can't find any reviews.

The hard part for me at the moment is deciding on the AM or XC model as a general purpose bike, think I'm liking the wide tires and forks on the AM given the low weight.

Would be very interested to hear how the OP gets on, - keep us posted......

CheGuedara wrote: »

If you don't have luck with them you could always consider a bike from their German rivals like this one. Dealt with them before and they're pretty good - had my bike in maybe 10 days from ordering



Cheaper too

CheGuedara

ravendude wrote: »

The canyon specs look better than pretty much anything else I've seen, and definitely looks a lot more bang for buck, - even when compared with this "Rose" below.
ie. the canyon's use top notch components with very low weight - all fox forks, easton handlebars, formula oro etc.

Cant find any significant differences there myself only the price difference between the two

petethedrummer

ravendude wrote: »

My only concern is that I can't find any reviews.

I had the same problem, kept getting results for Mountain biking holidays in the Grand Canyon! But the Silence-Lotto team use their road bikes, so they're not complete cowboys.

ravendude

CheGuedara wrote: »

Cant find any significant differences there myself only the price difference between the two

Sorry, think I was comparing the Nerve AM 7 (I'm interested in the AM 7 and 8) with the Rose Rose Granite Chief LTD XT (with the Rockshox fork),
Think the Roses are generally on a par alright.

Generally, - it looks hard to compete with these German bikes, you're getting a lot for your money. Though I'd like to get a hold of some reviews, - even translated German reviews. Anyone speak German who can find some reviews, - would be happy enough even to muddle through something translated with babelfish.

Its hard enough even to find reviews of the Cubes, though there are 1 or 2 on bikerader. Unfortunately, the Cubes seem to be going up in price.

Morgan

There are reviews on the Canyon site:
http://www.canyon.com/_en/service/testreports.html

Probably all good though, considering the location.

That said, everyone I know who's bought a Canyon has been happy with it.

petethedrummer

There's 15% off alot of the cube bikes on chainreactions, more on others.. might bring them inline with the Canyon and Rose bikes. Also the prompt delivery and close proximity of the shop is bound to be worth a few quid extra.

http://www.chainreactioncycles.com/Brands.aspx?BrandID=681

ravendude

Just came across a review on BikeRadar of the Rose bikes mentioned above.
Came out looking very impressive...

http://www.bikeradar.com/news/article/rose-mountain-bikes-2010-preview-22952

Still looking for some decent reviews on the Canyons though...

Diarmuid

Every time I start looking at Full sus mtb bikes (I bought my only hardtail mtb 10 years ago) I have to google the difference between cross-country, enduro, free-ride and all-mountain. Still not sure about some of them!

PS The Giant Trance and Anthem range of bikes seem to get tons of great reviews...

WhistlingDixie

Just to update:

My payment has been processed now. I had to do a money-transfer rather than a credit-card transaction because my limit was 2500, so the credit-card payment wouldn't work for them, even though I had a balance of 3700 PLUS the 2500 limit (so I should have been covered for 6000+ purchases).

The whole experience hasn't been so bad really. :) Certainly not a horror-story. Maybe mentioning the owner's name in the subject field of the email helped, or maybe her even got the email I sent to [what I thought might be] his email address. Or maybe they just got their act together regardless, who knows.

Bottom line is: for anyone thinking of getting a Canyon, do it!!!

Morgan

I'd be interested to hear how you get on with the Hammerschmidt.

WhistlingDixie

Yeah, I'll let you know here. Bike should arrive in 2 weeks. Should be 1/fun setting it up. If the worst comes to the worst I might bring it to OC Tuning at the KCR - heard great things about the guy there, and he's reasonable with the prices too!

ravendude

WhistlingDixie wrote: »

Just to update:

My payment has been processed now. I had to do a money-transfer rather than a credit-card transaction because my limit was 2500, so the credit-card payment wouldn't work for them, even though I had a balance of 3700 PLUS the 2500 limit (so I should have been covered for 6000+ purchases).

The whole experience hasn't been so bad really. :) Certainly not a horror-story. Maybe mentioning the owner's name in the subject field of the email helped, or maybe her even got the email I sent to [what I thought might be] his email address. Or maybe they just got their act together regardless, who knows.

Bottom line is: for anyone thinking of getting a Canyon, do it!!!

To be honest, these things happen even with the big retailers, - I had similar nuisances with Evans, - it took 5 weeks from order to refund. But, - I'd surely order from them again though if the price was right despite it all.

I really like the look of these Canyons, - I reckon the Germans wouldn't put up with sub standard bikes, - if their cars, kitchens, roads, <Insert anything requiring engineering here> etc. is anything to go by.

I'll let the OP be a guinea pig first though

ravendude

WhistlingDixie wrote: »

Yeah, I'll let you know here. Bike should arrive in 2 weeks. Should be 1/fun setting it up. If the worst comes to the worst I might bring it to OC Tuning at the KCR - heard great things about the guy there, and he's reasonable with the prices too!

Normally with delivered bikes its just a matter of putting on the front wheel and pedals.

ravendude

Just noticed Cube's website has been fully updated with its 2010 range.
http://www.cube.eu/

Really liking the spec of the AMS 125, ( http://www.cube-bikes.de/xist4c/web/ams125-pro-white_id_35827_.htm), looks a bit bling, but I'm sure a bit of quality Irish mud will mute it a bit.- Will be interesting the see prices, - i know Cube have been unfortunately creeping up in price as they establish themselves in the market outside Germany.

Bunnyhopper

I'm resurrecting an old thread, I know, but it sounds as if Canyon might be trying to sort out some of these issues:

16.09.2009
Restructuring and Inventory

Dear Customers,

Our new trading year begins on 1 October 2009 and we will therefore be conducting our annual inventory. During this period we will not be permitted to transport any goods, record any receipts of money, accept repairs or deliver bikes. During this period orders may only be placed online and will be processed as quickly as possible.

Following our inventory we will also be restructuring our logistics this year. The internal processes demand that we fundamentally reorganise our entire storage location structure to ensure that the production and delivery processes run faster for our 2010 models. This restructuring will take somewhat longer than the usual inventory. Due to the extensive work which will be taking place in our storage facility and in the entire goods flow chain we will be unable to send goods or accept returned goods during this period. We would like to sincerely apologise for this inconvenience. Above all due to the extensive reorganisation of our entire logistics, our shop, repair shop and Service-Center will remain closed from 1 to 16 October.

From 17 October we will again be available during our usual business hours.

We apologise once again for any inconvenience this may cause
The Canyon Team

http://www.canyon.com/_en/service/news_event.html?nt=959

ravendude

Sounds promising, at least they're making an effort to get on top of things.
Growth in any company can be hard to manage.....

I'm really liking the look of their upcoming 2010 Torque ES range, will be very interested to see their prices. Their new Torque Alpinist looks like a cracking bike.
http://www.mtb-forum.it/community/photoalbum/showphoto.php/photo/46404/size/big/cat/

BTW, does anyone use this kind of bike (Fox TALAS 160mm fork(lowered in the pic above), Fox DMX5 air shock etc) on downhill tracks in Ireland? - I'm hoping a bike like this might open up these runs, - not expecting to keep up with downhill crowd, but wondering if this kind of bike would be up to the downhill tracks, and not too out of place...

Zipp101

A friend of mine speaks German,read raving reviews about these bikes bought one and has tipped me off to do the same.

Is the website the only way to get them?

WhistlingDixie

Zipp101 wrote: »

A friend of mine speaks German,read raving reviews about these bikes bought one and has tipped me off to do the same.

Is the website the only way to get them?

Yeah, only via online. They have nice price reduction now on '09 stock. I got a Nerve AM '09 myself and I'm very pleased that I did!

ravendude

WhistlingDixie wrote: »

Yeah, only via online. They have nice price reduction now on '09 stock. I got a Nerve AM '09 myself and I'm very pleased that I did!

Hey Whistling Dixie, did you actually get delivery of the Nerve AM yet?
If so, how long was the delivery and how are you finding the bike?
Thinking about a Torque or AM myself....

WhistlingDixie

ravendude wrote: »

Hey Whistling Dixie, did you actually get delivery of the Nerve AM yet?
If so, how long was the delivery and how are you finding the bike?
Thinking about a Torque or AM myself....

They received my payment on 8-September, and I got the bike by courier on 15-September. The price dropped by €450 on 12-September, and the bike needed a shim/washer inserted in the rear-shock mount (according to OC Tuning when I brought it up to get it set-up initially). So I was a bit disapointed when I discovered all of this, so I emailed Canyon with the result that they are covering my repair/set-up bill at OC Tuning, and also giving me a €150 voucher for my next Canyon purchase. Before I ordered I asked them when the 2010 models were coming out - they said Feb/March 2010: that's why I didn't hold off buying the 2009 one since I didn't anticipate the price drop.

Yeah I'm totally pleased with the bike apart from that. The Hammerschmit yolk is pretty cool in action, and also it means that you don't have to worry about the selecting the correct front/rear sproket combination that minimises chain-snaking. And I would buy another Canyon.

Diarmuid

That's a pretty fancy chainring! Does it work well? How would the AM compare to the XC? Less travel I guess. What's it like climbing? I was looking at the Nerve XC and the Lux MR but it's hard to find reviews and when you can't ride them I'm reluctant to buy