I don´t usually post here, just read, but I´d like to expose my experience with Canyon. Just so you know what you are buying and what you can expect from them. I don´t think you would describe the following as an acceptable customer service at all.
I have sometimes critisized e-mtbs until life gave me a bitter surprise. I started gettin weaker and weaker for no reason until I got diagnosed with a degenerative condition. I used regular bikes until I could no longer climb anything slightly resembling a hill. Sold my beloved tallboy and bought an electric bike from Canyon.
I live in Spain. I bought a Canyon Spectral ON CF 9. That was 7000 euros. (almost three months of my salary). Yes. Salaries in Spain are way lower than in the States. The bike was awesome and I liked it a lot. After a few months of enjoying it, in November 2024, I received an email from Canyon saying that the battery may take fire due to cracks in the casing. Stop using it immediately if you have them. Do not charge it. We will set a pickup service to take them to headquarters. In four weeks we´ll inform you of the next steps to continue using your bike. I checked my battery and I had three cracks.
December 2024: Please dispose of the batteries according to your local regulations. ( So I guess no pickup service). We hope to reach a solution in February, but we are giving you a partial refund. (after filling multiple online forms, 370 eur in my case, that took 10 weeks to arrive ).
January 2025: batteries will start to ship in March. Will be an improved version of the same capacity (720Wh in my case)
March 27th, 2025: we will start sending batteries in March (as in the four days left of March?) But its going to be the 900Wh one, no matter what battery you had. And if you return the battery we previously told you to get rid of we might give you a small refund.
I wrote them that that was not a solution for me, as the 900Wh battery weights 4 more pounds and it makes the bike more difficult to handle. And due to my condition, my rides are short, I would never make use of more capacity.
Their response: the 720Wh batteries are going to be delayed until August 2025.
I have contacted them multiple times on email and on the phone trying to get a solution.
According to them they don´t have a single battery they can lend me before sending the replacement so I can enjoy the bike in the meantime.
I told them my condition keeps getting worse and I offered to share my medical reports so they can see I´m not making anything up trying to skip the waiting list. They said it would mean no difference, as they don´t have a single spare battery. Multiple times on email and on the phone. I might be a little biased, but for a company their size that´s a lie.
They also refuse to give me a shipping address for returning the bike when I asked for a refund.
They also refuse to give me another bike.
So basically I´m stuck with an expensive paperweight, as I already have difficulties walking and I can no longer practice “regular” sports.
But wait, it gets better.
I send them a new email a couple of weeks ago and they tell me the 720Wh batteries have been delayed again and can not confirm me a new date.
8 months waiting. Now they tell me it's going to be at least a whole year. Thats when I lose my cool and start complaning about them online, on a spanish forum, pinkbike and their instagram.
Guess what. I receive a new email stating that the new 720Wh batteries will not be delivered until November. Coincidence or payback?
That is a whole year without a bike, best case scenario. Worst case: at this rate, I don´t know if I will be able to ride when I get a replacement.
So my mission now is use the time I would have spent on my bike informing you guys and whoever wants to listen of their crappy customer service and lack of humanity.
BTW: Today is day 242 without a bike, but who´s counting.
I have sometimes critisized e-mtbs until life gave me a bitter surprise. I started gettin weaker and weaker for no reason until I got diagnosed with a degenerative condition. I used regular bikes until I could no longer climb anything slightly resembling a hill. Sold my beloved tallboy and bought an electric bike from Canyon.
I live in Spain. I bought a Canyon Spectral ON CF 9. That was 7000 euros. (almost three months of my salary). Yes. Salaries in Spain are way lower than in the States. The bike was awesome and I liked it a lot. After a few months of enjoying it, in November 2024, I received an email from Canyon saying that the battery may take fire due to cracks in the casing. Stop using it immediately if you have them. Do not charge it. We will set a pickup service to take them to headquarters. In four weeks we´ll inform you of the next steps to continue using your bike. I checked my battery and I had three cracks.
December 2024: Please dispose of the batteries according to your local regulations. ( So I guess no pickup service). We hope to reach a solution in February, but we are giving you a partial refund. (after filling multiple online forms, 370 eur in my case, that took 10 weeks to arrive ).
January 2025: batteries will start to ship in March. Will be an improved version of the same capacity (720Wh in my case)
March 27th, 2025: we will start sending batteries in March (as in the four days left of March?) But its going to be the 900Wh one, no matter what battery you had. And if you return the battery we previously told you to get rid of we might give you a small refund.
I wrote them that that was not a solution for me, as the 900Wh battery weights 4 more pounds and it makes the bike more difficult to handle. And due to my condition, my rides are short, I would never make use of more capacity.
Their response: the 720Wh batteries are going to be delayed until August 2025.
I have contacted them multiple times on email and on the phone trying to get a solution.
According to them they don´t have a single battery they can lend me before sending the replacement so I can enjoy the bike in the meantime.
I told them my condition keeps getting worse and I offered to share my medical reports so they can see I´m not making anything up trying to skip the waiting list. They said it would mean no difference, as they don´t have a single spare battery. Multiple times on email and on the phone. I might be a little biased, but for a company their size that´s a lie.
They also refuse to give me a shipping address for returning the bike when I asked for a refund.
They also refuse to give me another bike.
So basically I´m stuck with an expensive paperweight, as I already have difficulties walking and I can no longer practice “regular” sports.
But wait, it gets better.
I send them a new email a couple of weeks ago and they tell me the 720Wh batteries have been delayed again and can not confirm me a new date.
8 months waiting. Now they tell me it's going to be at least a whole year. Thats when I lose my cool and start complaning about them online, on a spanish forum, pinkbike and their instagram.
Guess what. I receive a new email stating that the new 720Wh batteries will not be delivered until November. Coincidence or payback?
That is a whole year without a bike, best case scenario. Worst case: at this rate, I don´t know if I will be able to ride when I get a replacement.
So my mission now is use the time I would have spent on my bike informing you guys and whoever wants to listen of their crappy customer service and lack of humanity.
BTW: Today is day 242 without a bike, but who´s counting.
