Short version:
there’s so many posts here about negative experiences with Canyon support, and it seems that you never hear about the good experiences. So here’s a good one- they were extremely responsive, made everything right, and replaced a faulty fork under warranty. They couldn’t color match it, but I think the black actually looks pretty cool- what do you think??
TLDR version:
I’ve been dealing with some rotational play in my Ultimate CF SLX headset- no lateral play, preload set perfectly and torqued to spec. New T-bar, new headset bearings- even had the guys at the Canyon shop and showroom in Encinitas, CA install a new fork clamp- which helped significantly, but it was still there, and seemed to get worse again after a few weeks of riding.
So I reached out to Canyon support. They immediately got back to me, and after a few email exchanges they directed me to take the bike to the nearest REI (who, if you haven’t heard, they’ve partnered with). It wasn’t ideal, but it was better than nothing. And since the bike is still under warranty, Canyon covered the cost of everything involved. After a diagnosis with their mechanic, I received an email that they were sending a new fork, as all other causes of the problem had been addressed.
Full disclosure- I wish it didn’t take as long as it did, and going through REI was not convenient by any stretch. BUT, Canyon was immensely responsive, and I do believe they worked to make it right as quickly as they could. And I’m very pleased that they DID make it right at all. The folks at REI said the same- that they were (and have been) very great to work with.
As for the new fork, I WAS initially disappointed when they said they couldn’t color match as that colorway is no longer available, but I have to say, I really like the black after all! And if there is any rotational play, it is so minimal that it is not noticeable. Knowing how the fork and clamp work- and how they actually fit together in the CP0018 headset, it is a mystery still as to why and how there was as much as there was, but I can safely say that I no longer fear for my life on winding descents over 30mph. I will say though, as much as I absolutely LOVE this bike, I think that headset design is an absolute poor design and should never have been produced- it’s the one and only thing that makes me even consider another bike.
As for the old fork, it had to be sent back. According to REI, they are requesting it to be sent to direct to Germany to further investigate, as it is so unusual. I intend to reach out to Canyon to see how this progresses, purely out of curiosity…..
by Tiny-Championship514