Canyon suggested I sell or crash my frame before letting me to buy one.
Some context:
So I’m pretty mad at myself because I bought the wrong bike. Honest mistake for not checking the sizing chart. Give me shit for it if you want but here is why I didn’t check in all fairness.
I am a size M rider since 2008. Because I’m a Size M Person… Never failed me. I am 5’6″ and I bought a strive cfr in size M.
Because I have been riding a Strive AL (2015) in size M and it fit me perfectly. Loved that bike. Love the shapeshifter. Never had an issue. Never needed Canyons help…
Here is my reasoning of why I’m a bit mad at Canyon after looking at myself:
In my mind labeling something as M,L,XL… describes the size of the rider/wearer not the article itself. This Strive CFR size M is for people of 5’8″-6’1″ according to canyon. Those are not M sized People. Those are L-XL people. M sized people are 5’4″-5’8″
And the internet tells people between sizes to size down with the strive… It was on sale I had to decide quickly… Fair?
So in my mind Canyon screwed this up because they wanted a 29er Enduro and couldn’t make this work for truly S sized people. So they just shifted the size labels to make it look better than having M as their smallest frame size…
Am I crazy, or is that just misleading on Canyons part?
So the crazy thing is that I actually thought, “ok my bad, should’ve looked” so I hoped that canyon would see that there is a mutual misunderstanding and SELL me a size S frame. They are a internet direct to customer seller after all. It’s not like I can try these out anywhere but in Germany…
I didn’t ask them to take back my frame or to admit their mistake or to give me anything for free. They have crash replacement frames that they give out for free so they have the frames… So why shouldn’t I be able to pay for one? Right??
So I had a back and forth with them, pleading my case and by the 2nd reply I basically begged to please look into a solution for buying a size S frame. Let me give you more money please. I just want to ride a bike…
Canyon suggested that i start a crash replacement ticket for the frame once it’s broken without any guarantees that they will be able to downsize because under warranty they only give you back what you bought. And then only if they think the kind of crash warrants it. So no guarantee at all that destroying the frame will work.
The crazy thing is that this bike is unsafe for me to ride (it’s that big, it literally buzzed my butt with the wheel and I can’t get the front wheel up because I can’t get my weight far enough back) and they suggest I crash it. I’m not a lawyer but that sounds insane to me.
Their other suggestion was to sell it on the second hand market and then just buy a new bike from them in size S (not available for months) so I’m pretty mad at them for being on such a high horse…
I find this really terrible customer service. It’s culturally German of course to get punished for making a mistake and I know because I grew up there but this just doesn’t make sense to me economically.
But I also know that Germans are relentless in detecting marketing errors and this is pretty obviously that.
They must struggle like any other bike company out there right now…
So sadly this was my last Canyon. And I am selling this frame (perfect condition btw) if anyone wants it. Hit me up. I ship within Canada… It’s a fantastic bike. I don’t want to destroy it so I hope someone will buy it soon so I can afford to buy a frame and get back in the trail.
You fucked up with the sizing, it takes 2 min to look at the geo chart where it is clearly written. S-M-L-XL means different things for every bike/brands, same for clothes or shoes, for everything, sizing is not standard. If you get the wrong size then you have the 30 days return policy, why did you not send it back? You fucked up twice. Their support is definitely not great but you are in a very rare case, they can’t have a process for every edge case.
ConfusionBubbles on
You didn’t ask them what size to buy, didn’t use their tool to see what size should fit, didn’t read any reviews or experiences from other users, and didn’t return the bike in the 30 days period while it was still unused?
But the customer support is the problem? Bro 😄
Brilliant-Wing-3872 on
If it is an unridden frame then Canyon would most probably treat it as a 30 day return.
cincity2018 on
Bike geometries can change over time…You didn’t do your homework when making a 10 year leap
BlisteredUk on
I’d say you’ve received the customer service you should’ve on this occasion. As already mentioned, the size charts work well on the site and you’ve even said that you’ve found references to downsize, but you ignored it based on your previous bike.
I’d progress with selling it and just order a the correct size. You obviously like the bike and this isn’t Canyon’s fault at all, no matter how you try to spin it I’m afraid.
Elasion on
I’m 6’0 and only ridden a Medium across 4 brands (per their size charts). Don’t know what you’re on about saying their sizing is non-standard. I can’t imagine a 5’9 rider thinking they need a Large like you’re suggesting.
8 Comments
Canyon suggested I sell or crash my frame before letting me to buy one.
Some context:
So I’m pretty mad at myself because I bought the wrong bike. Honest mistake for not checking the sizing chart. Give me shit for it if you want but here is why I didn’t check in all fairness.
I am a size M rider since 2008. Because I’m a Size M Person… Never failed me. I am 5’6″ and I bought a strive cfr in size M.
Because I have been riding a Strive AL (2015) in size M and it fit me perfectly. Loved that bike. Love the shapeshifter. Never had an issue. Never needed Canyons help…
Here is my reasoning of why I’m a bit mad at Canyon after looking at myself:
In my mind labeling something as M,L,XL… describes the size of the rider/wearer not the article itself. This Strive CFR size M is for people of 5’8″-6’1″ according to canyon. Those are not M sized People. Those are L-XL people. M sized people are 5’4″-5’8″
And the internet tells people between sizes to size down with the strive… It was on sale I had to decide quickly… Fair?
So in my mind Canyon screwed this up because they wanted a 29er Enduro and couldn’t make this work for truly S sized people. So they just shifted the size labels to make it look better than having M as their smallest frame size…
Am I crazy, or is that just misleading on Canyons part?
So the crazy thing is that I actually thought, “ok my bad, should’ve looked” so I hoped that canyon would see that there is a mutual misunderstanding and SELL me a size S frame. They are a internet direct to customer seller after all. It’s not like I can try these out anywhere but in Germany…
I didn’t ask them to take back my frame or to admit their mistake or to give me anything for free. They have crash replacement frames that they give out for free so they have the frames… So why shouldn’t I be able to pay for one? Right??
So I had a back and forth with them, pleading my case and by the 2nd reply I basically begged to please look into a solution for buying a size S frame. Let me give you more money please. I just want to ride a bike…
Canyon suggested that i start a crash replacement ticket for the frame once it’s broken without any guarantees that they will be able to downsize because under warranty they only give you back what you bought. And then only if they think the kind of crash warrants it. So no guarantee at all that destroying the frame will work.
The crazy thing is that this bike is unsafe for me to ride (it’s that big, it literally buzzed my butt with the wheel and I can’t get the front wheel up because I can’t get my weight far enough back) and they suggest I crash it. I’m not a lawyer but that sounds insane to me.
Their other suggestion was to sell it on the second hand market and then just buy a new bike from them in size S (not available for months) so I’m pretty mad at them for being on such a high horse…
I find this really terrible customer service. It’s culturally German of course to get punished for making a mistake and I know because I grew up there but this just doesn’t make sense to me economically.
But I also know that Germans are relentless in detecting marketing errors and this is pretty obviously that.
They must struggle like any other bike company out there right now…
So sadly this was my last Canyon. And I am selling this frame (perfect condition btw) if anyone wants it. Hit me up. I ship within Canada… It’s a fantastic bike. I don’t want to destroy it so I hope someone will buy it soon so I can afford to buy a frame and get back in the trail.
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You fucked up with the sizing, it takes 2 min to look at the geo chart where it is clearly written. S-M-L-XL means different things for every bike/brands, same for clothes or shoes, for everything, sizing is not standard. If you get the wrong size then you have the 30 days return policy, why did you not send it back? You fucked up twice. Their support is definitely not great but you are in a very rare case, they can’t have a process for every edge case.
You didn’t ask them what size to buy, didn’t use their tool to see what size should fit, didn’t read any reviews or experiences from other users, and didn’t return the bike in the 30 days period while it was still unused?
But the customer support is the problem? Bro 😄
If it is an unridden frame then Canyon would most probably treat it as a 30 day return.
Bike geometries can change over time…You didn’t do your homework when making a 10 year leap
I’d say you’ve received the customer service you should’ve on this occasion. As already mentioned, the size charts work well on the site and you’ve even said that you’ve found references to downsize, but you ignored it based on your previous bike.
I’d progress with selling it and just order a the correct size. You obviously like the bike and this isn’t Canyon’s fault at all, no matter how you try to spin it I’m afraid.
I’m 6’0 and only ridden a Medium across 4 brands (per their size charts). Don’t know what you’re on about saying their sizing is non-standard. I can’t imagine a 5’9 rider thinking they need a Large like you’re suggesting.