Hey everyone,
Just wondering if anyone else has had a similar experience with Canyon’s warranty process. I opened a warranty case on April 10th and it's now May 7th — almost a month later — and the issue is still unresolved.
Canyon's support has been incredibly slow to respond, and when they do, they never seem to have a clear answer. After some back and forth, they finally sent me a shipping label, but UPS is refusing to pick up the bike because the box is too big. I’m using Canyon’s original box, so this caught me completely off guard.
Canyon just says they have a “business contract with UPS” but haven’t given me any kind of solution. I feel stuck in limbo here. The bike’s ready to go, but I can’t ship it, and support keeps dragging their feet.
Anyone else been through this? Any tips or advice on how to get things moving?
by scottbear3
6 Comments
Find a way to drop the bike off yourself to UPS. They won’t go out of their way to help you with this.
In which country?
Are there any UPS stores or drop off points near you? If they are refusing to pick up but you have a shipping label and a box that they’ve shipped before and you can get your bike to their location, they should take it. It’s not ideal for you but better than not being able to ship your bike at all.
I’d found enough horror stories about Canyon’s customer service that I ultimately decided to go with a different brand last month when I bought a new bike.
My partner had issues with her Endurace (hadn’t been pre-assembled correctly before canyon shipped it to her) and their customer service was a nightmare to deal with
Drop off is explicitly not possible (at least in Germany). I had the same problem and had to schedule pick-up again. In my case this was clearly a UPS problem, not a canyon problem (not defending their customer service – it’s not great)
Also should I just request a refund and has anyone done that?