TLDR: Canyon Endurace arrived broken in the mail, was never able to set it up. Returning it was such a hassle bc of their slow customer service. Took nearly two months. Not worth it if you’re in the USA and have to order by mail.
Really wanted the Endurace CF 7 in coconut. Settled for lillet when they didn’t re stock coconut. Bike came with rear derailleur hanging off the frame, with the hanger screw stripped and unable to be screwed into the frame. It wasn’t able to be set up as intended. The return process was very slow. They took on average 2-3 days to reply to every email, and they were not clear about how they required the bike to be packed for the return which only made it take that much longer. It took about 3-4 weeks just to get them to give me a shipping label. Entire process took nearly two months. Their customer service is super slow and disorganized, in my experience. I really love the way their bikes look, and I’d really love to ride one to test it out. But for now, I honestly must say that it was a bad experience. Maybe if they invest in better after sales support and change their business model to include in store sales on the east coast of the USA, then I’ll consider getting one. I remain jealous of those of you who’ve had a great experience and I do love seeing the canyons around when I ride. Maybe one day I’ll own one, but not for a while.
by bolognasweat
8 Comments
Thanks for sharing this.
I’ve been on the fence on buying one but have heard others saying that the bikes are great until something goes wrong.
My experience is people will downvote you for sharing bad experience. Or Canyon has a fleet of bots to downvote. But yeah after sales support is terrible and even their own listed local partner is ignoring all inquiries and requests.
Are you sure this is broken? It just looks like a screw came loose. Not what you want to see but not exactly a huge problem either
I’m sorry that you had a bad experience.
However, with all due respect, a lot of us had great experiences with Canyon bikes. Therefore, I believe it’s misleading to say “sharing in case anyone is on the fence about buying one.” I have two Canyon bikes and I’d buy a third one any day.
That really sucks.
Unfortunately there will always be cases of damage on delivery, but it is unacceptable for Canyon to take so long to respond and recover the situation.
I just don’t get why the customer service in US totally sucks when in Europe and APAC they do so well…. it’s probably outsourced and nobody give a f***
I had the same thing happen with an Aeroad. The derailleur hanger came loose and I couldn’t screw it back on; the screw simply wouldn’t go back in.
The problem is that when it fell off, the derailleur damaged the frame.
Fortunately, customer service in France is good and very responsiv
Holy shit my Grizl mech hanger was just about screwed in, but barely. I took the wheel off and the hanger was free hanging on the bolt
Yeah I read more and more Canyon support isn’t the same everywhere. Where I’m based (netherlands, close to their centre in Eindhoven) service is superb. Shame they can’t get it organized as well everywhere