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TheSaucyCrumpet on
Bought a Canyon Grizl 7 in March of this year, I’d never bought a bike off the internet before so was nervous about sizing, but was pleased with the experience. Unfortunately as I fitted the seatpost (with a torque wrench) there was a snapping sound, and the paint on the seat tube had cracked. I spoke to customer support and they said that they wanted to examine it to check what had happened.
Long story short, it was just the paint that cracked, the carbon was fine, but they wanted to replace it anyway as it was a factory defect. They didn’t have any of the pink frames left as it had been discontinued, they offered to immediately replace with one of the new frame colours but I was enamoured with the pink so opted to wait to get the bike I really wanted. They scoured their facilities across Europe and found a single remainding pink size L Grizl frame in Germany and got it shipped to their service facility in the UK, built it up with my parts, and sent it back to me. Took a few months but I was consulted throughout the process and given options every time. Pretty pleased in the end, but a reminder than bike shops still have their place and would have made the whole thing a lot less anxious.
ETA this was resolved in early July, I’m just posting about it now.
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Bought a Canyon Grizl 7 in March of this year, I’d never bought a bike off the internet before so was nervous about sizing, but was pleased with the experience. Unfortunately as I fitted the seatpost (with a torque wrench) there was a snapping sound, and the paint on the seat tube had cracked. I spoke to customer support and they said that they wanted to examine it to check what had happened.
Long story short, it was just the paint that cracked, the carbon was fine, but they wanted to replace it anyway as it was a factory defect. They didn’t have any of the pink frames left as it had been discontinued, they offered to immediately replace with one of the new frame colours but I was enamoured with the pink so opted to wait to get the bike I really wanted. They scoured their facilities across Europe and found a single remainding pink size L Grizl frame in Germany and got it shipped to their service facility in the UK, built it up with my parts, and sent it back to me. Took a few months but I was consulted throughout the process and given options every time. Pretty pleased in the end, but a reminder than bike shops still have their place and would have made the whole thing a lot less anxious.
ETA this was resolved in early July, I’m just posting about it now.