Have a few rides in now, and was dealing with Canyon for minor cosmetic damage that happened in shipping.
First the unboxing experience. Wasn’t bad, feel they could use more descriptive text to go along with the current instructions. I’m pretty handy and have done a lot of my own bike repairs, so it wasn’t bad. But I could see where someone could get a little confused.
The bike looks amazing. I like the dark colors, as they will allow for and chips to be touched up easily. The front wheel did suffer some cosmetic damage in shipping, which smudged a decal/sticker.
The ride is just as great. I come from a Trek Domane, which the fitter said was way to relaxed for my body type (shorter end of normal legs for my height, and plenty flexible). This bike feels like it was made for me, even with me just adjusting myself currently. Once I get to the fitter I’m sure it will be even better.
The customer service experience was great. I submitted a ticket with them documenting the damage and asking how we should move forward. It took a week and a half for them to get back to me, with an email during that time explaining they are busy and prioritize urgent needs (I understood my cosmetic damage was not urgent). They offered me Canyon store credit and if I wanted a mechanic to look qt it they would compensate that too. Though they agreed it looked to be cosmetic. So I got some Canyon swag to help support the company that sold me an awesome bike and were extremely fair in making things right, along with a spare derailer hangar.
1 Comment
Have a few rides in now, and was dealing with Canyon for minor cosmetic damage that happened in shipping.
First the unboxing experience. Wasn’t bad, feel they could use more descriptive text to go along with the current instructions. I’m pretty handy and have done a lot of my own bike repairs, so it wasn’t bad. But I could see where someone could get a little confused.
The bike looks amazing. I like the dark colors, as they will allow for and chips to be touched up easily. The front wheel did suffer some cosmetic damage in shipping, which smudged a decal/sticker.
The ride is just as great. I come from a Trek Domane, which the fitter said was way to relaxed for my body type (shorter end of normal legs for my height, and plenty flexible). This bike feels like it was made for me, even with me just adjusting myself currently. Once I get to the fitter I’m sure it will be even better.
The customer service experience was great. I submitted a ticket with them documenting the damage and asking how we should move forward. It took a week and a half for them to get back to me, with an email during that time explaining they are busy and prioritize urgent needs (I understood my cosmetic damage was not urgent). They offered me Canyon store credit and if I wanted a mechanic to look qt it they would compensate that too. Though they agreed it looked to be cosmetic. So I got some Canyon swag to help support the company that sold me an awesome bike and were extremely fair in making things right, along with a spare derailer hangar.
Overall great experience so far!