Send them a letter, with the regulation in it, make sure to cite the exact section of Polish law, and ask them for a response within 10 working days. Send the letter with your regular mail system and a separate copy that requires a signature and return-receipt, this will show that they have been served and if they refuse to sign, if you don't get the regular mail letter back it will again show that they received at least the regular mail letter. That is usually enough to get the company doing the right thing. If that still didn't work, in the US you could take them to court and you would likely have an easy win in small-claims court (assuming the law was on your side). The possible tricky part would be showing that the failure was from a defect and not a crash, but if you have proof of the previous frame, that might do the trick without having to bring an engineer into it.

When a company takes this route and does not fulfil their obligations required by law, you should stop trying to call them or email them. You need to change to written correspondence because it leaves a much better trail. You also need to summarize all of your previous dealings, you should make written statements about who you talked to and their response, then sign them. You might include this with the letter above and put it all together with "evidence items". Item 1, frame broken by defect. Item 2, previous frame broken by defect. Item 3, email correspondence showing 1st frame was a defect. Item 4, record of telephone conversation with John where frame 2 warranty was refused, etc.

 

Thank you. I have kept a good record of e-mail correspondence with Canyon as a proof. I treat court as a last resort if needed. Other than that I am trying to solve the case amicably with conumer protection rights institutions from EU.

 

I see this is another one of those "started a MTBR account specifically to trash talk a manufacturer for not replacing my broken bike" threads. same old song. OP appears out of nowhere just to disparage a company, then never returns to the site to contribute anything of value. Canyon is not going to read this and they don't care.

 

..Regulations in Poland say..

being a German company, said regulations don't really mean anything to Canyon...

 

They do if they want to keep selling in Poland.

 

You probably should consult a lawyer in Poland... It will important to know where you bought it. From a Polish subsidiary of Canyon, or the the European (maybe German?) HQ? I'm in the US and buy things from CRC (in Ireland, or UK?). If one of their bikes causes trouble, i assume whatever their conditions say as long as they comply with EU/UK/Ireland law. The fact I'm in the US is meaningless to them. So you should clarify where the other party resides and if Polish law applies. the EU rules will apply, but they may not be as generous as the Polish ones.

Maybe a Polish bike forum has someone more knowledgeable?

Also find out who has the burden of proof. If they have to proof that their product didn't have defects, you have better chances. If you have to proof your case, you have to hire an expert that investigates your frame etc. Most if not all warranties stay or fall with which party has to proof.

I also would consult someone if the Polish rules really are what you think they say. You may have quoted one sentence out of context, the next sentence could say something to the contrary.

Sounds like Canyon replaced the first frame under warranty, no problem. They sold you the bike with 6 year warranty. 6 years are over, anything above that would be goodwill. I don't know how heavy you are, how you ride, if the seatpost was all the way in above the minimum etc. Getting 7 years out of an MTB frame can be a long time if you ride like Sam Pilgrim.

Read the warranty conditions. Many people think it means the manufacturer guarantees it won't break for 6 years. But what it actually says that it is free from defects in material and workmanship. Big difference. This would typically cover a bad weld, or a sandcorn got into the tube or heat treatment was improper. Not if it just breaks from fatigue or possible abuse. Did it last 6 years? If so, it is safe to assume the manufacturing and material was exactly as specified.

 

You probably should consult a lawyer in Poland...

Maybe a Polish bike forum has someone more knowledgeable?

But what it actually says that it is free from defects in material and workmanship. Big difference.

Thank you. I did consult with own lawyer and a lawyer from the consumer rights organization. They did confirm the understanding.

I provided the thread to the WW forum as in Poland (single country) there not too many riders, the brand increases its interest and demand but still on its way ...

Note the first time with same place and condition frame got replaced this time the initial evaluation was positive - frame to be replaced. Only after looking at the date of purchase it was rejected. I thought this is an interesting case.

Some other example:
You buy Toyota with 3y warranty. At the 2nd year and 11 month an engine stops working due to major issue and gets replaced. Do you have only 1mth warranty for the engine or 3 years?? This is the case ...

 

Seven years on a frame (1 x 4 yrs, 1 x 3 yrs) is pretty good; I’ve never kept a bike longer than a few years 🙄

Since it’s Canyon’s warranty, they have the right to interpret the warranty any way they want, but in truth, your warranty started when you paid for frame #1 and it ended six years later (2019).

I’d ask for a discount if they won’t extended the warranty, but be forewarned if you trash talk Canyon and they figure it out, I wouldn’t be surprised if they tell you to take a hike.

 

Seven years on a frame (1 x 4 yrs, 1 x 3 yrs) is pretty good; I've never kept a bike longer than a few years 

Neither have I before Some specifications got "old fashioned" like 2x10 drivetrain, Avid elixir 7 brakes ... but most serves really well, is regulary serviced, replaced etc.

 

Hey OP, ask us if we care.

 

There was a time in the U.S. when skis had a one year warranty that started again at the time the skis were replaced. Back around 1964-1969 or so I remember people purposely breaking a ski so that they could get new skis and then break those replacements to get a seemingly endless supply of skis. That only lasted a few years for obvious reasons, and I'm not sure that system ever existed for other products or not.

Think of warranty replacement from the standpoint of the worker putting things together. At some point, if warranties are continuous, the worker is building stuff for free. At that point, he'll just quit making the item and move on. And we'll all be without frames.

These costs are never borne by the "manufacturer" as a concept because ultimately the manufacturer is always the man or woman producing the goods.

 

7 years for a frame is good. Be happy with that and then go and buy a new bike.

Its time.

 

Is Toyota really a good example? Those engines last forever.

 

They've had their issues.

 

There was an iconic shampoo commercial where the product worked so well that the original customer told 2 friends and then they told 2 friends and so on, and so on...

If Polish consumer protection law is the equivalent of and so on, and so on, then you skated and Canyon can decide if they can shift your cost on to their larger market.

Continually restarting the warranty clock isn't right--it's not even equitable.

If I were Canyon I'd make you sue me to enforce the Polish version of equity. If I got enough of these suits I'd cede the market/headaches to Trek or the local Polska MTBR company.

Sent from my moto x4 using Tapatalk

 

Or you can do what Honda had to do in China for the 1.5L turbo direct injected cars. Gas past the rings contaminating the oil in a significant amount.
The government banned the sale of anything with that engine and had Honda buy back any already out there.
No more problem.

 

Obtaining a new replacement frame after 3-years and and getting a total 6-7 years riding in on the two of them is quite a run.

Having a higher expectation of obtaining additonal free replacement frames is not practical in this day and age in my opinion.

Sent from my kukui using Tapatalk

 

Thanks for all replies, viewpoints, etc. I'll provide an update once the case is finally settled (amicably, or else).

 

Are we this bored, really?

 

I've never been bored at any point, ever. Just saying. Also, our Camry is approaching 300K miles. Only problem is that I can no longer put my bike rack on it because a tail gater smashed into it on the highway, drove the entire hitch up under the car, and not I can't put my tray rack on it. Thinking it's not worth having a body shop fix the hitch frame, as the car is so old. Then again...It could go another 75,000 miles.

 

Epilogue: The Black Arrow has risen anew

"Good morning, we re-examined your situation and discussed it. The warranty has been acknowledged - according to the knowledge we have obtained, you are right. We're sorry for this situation. The frame you have is not available, but we ordered you a newer, fully compatible platform. The new frame will be in the stealth color. As soon as the frame is delivered to us at the office in Szczecin, we will contact you for replacement."

3 weeks following the above note from Canyon new gear arrived at my place. Took the opportunity and replaced used 2x10 xt drive-train to 1x12 sram nx and out of date avid elixir 7 brakes from to shimano slx. Expect to replace old mavic crossmax to recent model in the next few months.

Many thanks guys for all comments and advice on this thread!

 

Gawd in heaven, if you effing ask for a warranty on this frame, may the trail fairies find your arse and beat it to a muddy pulp.

"Good morning, we re-examined your situation and discussed it. The warranty has been acknowledged - according to the knowledge we have obtained, you are right. We're sorry for this situation. The frame you have is not available, but we ordered you a newer, fully compatible platform. The new frame will be in the stealth color. As soon as the frame is delivered to us at the office in Szczecin, we will contact you for replacement."

3 weeks following the above note from Canyon new gear arrived at my place. Took the opportunity and replaced used 2x10 xt drive-train to 1x12 sram nx and out of date avid elixir 7 brakes from to shimano slx. Expect to replace old mavic crossmax to recent model in the next few months.

Many thanks guys for all comments and advice on this thread!

 

So, you joined this forum (and probably others) to pressure a bike company into doing something it should not have done. And it worked. Sad.

I’ll tell you what Canyon should have told you: Go piss up a rope.

 

So, you joined this forum (and probably others) to pressure a bike company into doing something it should not have done. And it worked. Sad.

I'll tell you what Canyon should have told you: Go piss up a rope.

+1

I'm all for pressuring companies to honor warranty to the last day and to the exact promise they made. but publicly shaming them to get more than promised is a shake-down. Now everybody who wants more than the promised warranty knows what to do. At the expense of everybody else.

the next "why are bicycles so expensive" thread should get a link to this thread.

 

The jealousy and plain old nastiness in here is rather eye opening. Grow up.

 

The fact that you think any of this has to do with jealousy is a good indicator of who needs to grow up.

 

^
Doesn't approve of consumer standing up for his rights by law and fighting back, gets called out as corporate schill, wants to fight....

What OP did is no different than leaving a negative Google review, or calling out a company on Facebook. Manufacturers, insurers, governments find creative ways to deny legitimate claims every day - taking the fight to them and applying counter pressure where it hurts is :thumbsup:

 

Congratulations on being so woke. Of course, your facts as we know them are wrong, but I understand that rarely matters.

The OP is clearly outside of the stated warranty period. He utilized this platform and likely others to pressure a company into doing something it should not have done. I find it reprehensible. And it IS different than leaving a Facebook review.

As for your fight comment, I merely offered you the opportunity to spew offensive things in person that you find easy to type. You know, to help your transition from keyboard warrior to real-life warrior. If I were some anonymous corporate schill, I imagine that would be against policy.

 

To only get seven years out of a frame is pure trash.

 

LOL at dorks getting bent out of shape that someone got a nice warranty deal.

Some people will whine and cry about anything apparently.

 

Blatant twotone and herr,
Canyon is an online based company. They probably know about online complaints and how to handle them, I’d reckon. A good faith frame warranty here and there, even if not done to the letter of the contract, is not going to make bike prices rise. They have stiff competition.

 

Canyon

It's three, three, three bikes in one.

Congrats to the Polish OP, may this one last you another 7 years.
=sParty