CANYON Bikes 'Customer Service'

Montroc

Just slightly related to my last post...

I'm having serious problems dealing with Canyon's Customer Service Dept. (or lack there of...), anyone had a good experience with them at all?

Ole Rodrigo

Yes, on different issue. They have a UK office for customer queries and sales from the UK and Ireland. If they have to contact the factory in Germany there might be a delay in resolving your problem. Aside from that I found them very helpful.

Chips Lovell

I'm pretty happy with my Canyon frame but their customer service, at least the one in the UK, left a lot to be desired.

Bought a frame with a press fit bottom bracket. Canyon didn't provide info on what standard it was, which you need to buy the correct cups. The customer service rep not only wasn't able to provide an answer but didn't even understand the question. It took a week or more of emailing back and forth before getting a satisfactory answer, by which time I'd found out myself by a process of trial and error.

Also a friend with a Canyon trashed their forks in a crash. CS rep told him they don't do replacement forks and he'd have to put in for a whole replacement frame. That doesn't sound right to me. Either their policy is crazy or the rep got it wrong.

Montroc

ror_74 - any chance you have the name of the person(s) you found helpful?! Coz I certainly can't seem to reach him? Was it long ago...?

Montroc

Vladimir - Canyon 'say' they've got a crash replacement plan for most parts, forks too I think. But then again, their site says a lot of things that they're not standing by... like great customer service for one!

Ole Rodrigo

It was Cullen Ward, about the start of May - uk@canyon.com.

Montroc

Cheers, thanks

elduggo

WOW, Canyon customer service.

have they outsourced it to a local creche? They're absolutely appalling.

was expecting delivery of a bike this week, as per the order confirmation document I got from them. I got no word so I contacted them. Eventually they let me know that the bike will be shipped almost a month later than expected because of blah blah blah. It took me to contact them to find this out and they were still slow in giving me any info.

I bought a canyon back when they were new. Everything was done through Germany then and they were so much better to deal with than this UK shower.

they're lucky their damn bikes are so good, otherwise I'd take my business elsewhere.

Cond0r

I contacted them recently to ask if a fairly simple request (I thought) would be possible when placing an order; getting a 172.5mm crank on a size 53 instead of the 170mm they list for that size. The answer was "sorry, no". Considering I'm handing over €2.5k, I thought something like that could be accommodated.

Compared with Rose, who are in a similar direct-to-consumer game, on their site you can specify everything; right down to the stem & crank lengths, handlebar width, which side you want the front brake mounted and even whether you want the stem up or down.

I know where my business will be going..

godtabh

I had one issue when ordering my bike. They forgot to ship a second bottle cage. One email and a week later it was sorted.

They were very good at answer pre sales questions and updating me on the progress of my order (when requested). I'd highly recommend them