Making a claim under Canyon's parts warranty

Zen0 · 03-12-2024 11:46AM #1

I have an Endurace CF SL which is four and a half years old. It has a very nice Canyon S15 seatpost, one of those ones made of two separate components which has a slight amount of flex in it, and which is supposed to smooth out some road vibration. The seatpost was a major reason why I went with the spec I did. During the summer I noticed some marks on the seatpost, which got more noticeable with time. In short, there is a crack in the seatpost, and it is no longer safe to ride. Canyon has a decent six year warranty on cockpits and seatposts, so I made a claim. I felt they dragged things out, but eventually sent me along to their local service partner, who confirmed that the seat post was indeed cracked, so I finally felt that Canyon were going to accept my warranty claim. More silence from Canyon, but eventually, when prodded they responded to say the seatpost was "damaged by an external for and is not something which is covered by the Guarantee period of your bike". I have never crashed the bike or done anything untoward with it. I am a light cyclist, so the only external force is my light body cycling the bike. I am gobsmacked by Canyon's response. Why offer a six year warranty and then respond like this?

I wonder are there others in here who have had cause to make a claim against Canyon's parts warranty. I would be interested in hearing any experiences, good bad or indifferent, before I consider my options.

TheDocMan · 03-12-2024 12:27PM

I've found their customer service atrocious. Got excuses, fobbed off with delivery dates, stupid explanations, even advised I could " sell the bike" as a solution. All i was looking for was a longer stem unit or a complete cockpit ,which i was willing to pay for on an 8 month old Canyon Ultimate CFR Team Replica Dura Ace ( 11k worth). Eventually eventually they admitted to cant get them and won't have them. So your stuck , nothing we can do. Disgrace

MojoMaker · 04-12-2024 11:28AM

They offer a decent length warranty to encourage your buying decision, and then have a series of loopholes which mean you have trouble availing of the warranty.

Reminds me of Nissan, and a thousand other companies.

Zen0 · 16-12-2024 01:50PM

For the benefit of anyone finding themselves in a similar situation, Canyon are not immune to a bit of persuasion. They offered me a 40% reduction on a new seatpost. While I felt that this was not in keeping with their six-year guarantee, the existing seatpost was over four years old and I only had so much energy for a fight. I asked them to reconsider their decision, setting out the facts of the case very clearly and the arbitrary nature of their decision. I also mentioned the option of recourse to the European Consumer Centre. I suspect that it was the latter which made the difference.

Making a claim under Canyon's parts warranty

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