Hello everyone,
I received my new bike yesterday, a Canyon Aeroad CFR. When I picked it up from the pickup point, where it had been delivered only an hour earlier, I noticed that all the seals on the bottom part of the box had been cut and that the package could be opened very easily.
Since then, I haven’t removed anything from the box and I’ve contacted customer support to find out what the proper procedure is, because I don’t want to be blamed in case there’s any issue (missing parts, damaged bike, etc.).
Do you think contacting customer support first was the right thing to do, or should I open the box to check what’s inside?
by hitman_1780
13 Comments
You have a paper trail that you contacted them (with the photos)?
I’d go ahead and check the inside. If you don’t want to take anything out, that’s fine, but just check how it looks.
Not a bad thing to have it all documented incase soemthing is missing or damaged.
I personally would have just documented (take pictures/videos) and still assembled the bike. Who knows, bike could be perfectly fine and all parts could accounted for.
I have the conversation from the chat that I downloaded, and I also have our email exchange.
I’m going to assemble it tonight when I get home from work, hoping everything goes well.
My Aeroad ordered the day the new ones were announced came same way. They need to use better tape and the shipping companies need to stop being such gorillas with handling them.
https://preview.redd.it/h38sap6uxn3h1.jpeg?width=1079&format=pjpg&auto=webp&s=6d7ed8362a68fbc486422207aa09816acec21a94
Could have been customs? I know that sometimes can happen (Portugal)
That is pretty suspicious, but as long as you have it all documented then assembling the bike isn’t an issue. I worked for a dtc bike company before and this isn’t new unfortunately. Apparently, thieves like to open bike boxes in search of ebike batteries. We’ve encountered all sorts, like rocks, bags of cement, or even plant pots full of dirt placed inside to replicate the weight of a battery.
There could also be other reasons as to why it was opened. Some delivery companies are notorious for their less than stellar handling of large packages like these.
Could be worse. My friend received an empty box some tike ago through DHL. Someone stole everything fron the box.
Lol live in the trash and spend 10k for a bike
https://preview.redd.it/xh0zzi0qjo3h1.jpeg?width=4284&format=pjpg&auto=webp&s=4f6c425553fb7b442221d3956fa25ddeeca82720
Same thing happened to me 2 years ago
Picture of the inside of box doesn’t look like it was messed with to me. 99.9% chance there are no problems here, just inspect everything
Ok but is the bike ok, isn’t that the most important?
Order from Jenson next time, you will be able to live in the box.
Mine arrived with box open and some of the parts/boxes falling out. FedEx special..