Canyon Deliveries: still suck!

Triathlon Forum
1

Hi there, just a warning for those considering a Canyon and who might think, like I thought, that they had solved those huge delivery issues they were having…
(well since their CEO was open about it and said it was fixed AND since they are still actively pushing for Christmas sales, I did think they were in very good shape)

Long story short, I would combine an upcoming trip to Europe with the delivery of a Speedmax CF 9.0 SL, which would be my Christmas gift (given my 2 children, who were excited to give dad a “German” bike, as I’ll be racing Roth 2017).
Chose a model and a color out of my preferred zone, just to make sure it would meet me with some weeks to spare.

Checked about the delivery with them, 4 (four) days ago and everything was fine, according to Gabriel from Canyon.

Wrote today, to double check, as it was not shipped this week… Then Luca replied back, to say that it will be shipped next year (mid January, in theory), bcs “they had some issues with the frames…” (wow, with the piece that they should control the most?!? Besides being proprietary, I thought it was manufactured by them…)

I then explained that will not be there anymore, but he’s offering a free bottle cage, as compensation…

Wow, I guess they will NEVER come to the US, as they will stand no chance to be in business with such lousy services!
:frowning:

2

Would you prefer they ship you a frame that may break? Which is worse for the company, missed delivery dates or people getting injured on broken frames?

3

Would you prefer they ship you a frame that may break? Which is worse for the company, missed delivery dates or people getting injured on broken frames?

I would prefer what they promised, with the quality they promised on the date they promised. If not I would like a refund option or for them to compensate for their issues.

4

Wow, that’s a huge inference on your side… Do you work for Canyon and have some inside info?

What I understood from their sentence was that there was a delay problem, not a structural one…
And a perfect frame/bike that reaches after I leave is useless anyway.

But this is not an argument thread, it’s just a warning one, as they now keep pushing Christmas sales while are not ready to deliver as promised.

Good for you, LBS guys, as they are lousy.

Cheers

5

But this is not an argument thread, it’s just a warning one…

Clearly you misunderstand the purpose of the Internet.
.

6

Probably should have said QC issue and left it at that. Dropout alignment, brake mounts, headtube diameter, it can be lots of non-structural things…But it could be anything from QC to delivery. Companies really can’t make boats go any faster or have more availability… One of the major shipping corporations from Taiwan/China (pretty sure Canyon is Taiwan manufactured) went bankrupt not long ago, and things are still a bit crazy from reshuffling stuff around. But really, ports and boats have a standard of deviation that’s larger than you’d expect for 2016.

7

Hi there, just a warning for those considering a Canyon and who might think, like I thought, that they had solved those huge delivery issues they were having…
(well since their CEO was open about it and said it was fixed AND since they are still actively pushing for Christmas sales, I did think they were in very good shape)

Long story short, I would combine an upcoming trip to Europe with the delivery of a Speedmax CF 9.0 SL, which would be my Christmas gift (given my 2 children, travelling with me, who are excited to give dad a German bike, as I’ll be racing Roth 2017).
Chose a model and a color out of my preferred zone, just to make sure it would meet me with some weeks to spare.

Checked about the delivery with them, 4 (four) days ago and everything was fine, according to Gabriel from Canyon.

Wrote today, to double check, as it was not shipped this week… Then Luca replied back, to say that it will be shipped next year (Jan), bcs “they had some issues with the frames…” (wow, with the piece that they should control the most?!? Besides being proprietary, I thought it was manufactured by them…)

I then explained the whole case and that will not be there anymore, but he’s offering a free bottle cage, as compensation…

Wow, I guess they will NEVER come to the US, as they will stand no chance to be in business with such lousy services!
:frowning:

With price/value they offer I would never buy their bikes expecting exactly what you experience…too good to be true…

ultralight carbon bike with e-tap and some good wheels for 4500USD…

https://www.canyon.com/en-mx/road/ultimate/2017/ultimate-cf-slx-9-0-sl.html

8

After a few more iterations with them, I conclude that…

a) They have increased the # of people in Customer Care: fast replies indeed
b) However these CRs are “well trained” to politely say that “they understand and are sorry” in different ways. I.e., no solution. After 2 or 3 iterations, they’ll stop replying.
c) Delivery problems (and maybe larger ones) seem still an issue, as they had confirmed it was about to be delivered 4 days before my final check, when things turned very bad
e) A friend who had issues wrote to their CEO and he forwarded to someone who handled better. I’m trying the same route
f) If you like to be face problems to show your solution skills by buying from them, this might help: rarnold@canyon.com

:-o
…

9

I understand your frustration but, in the end, hope you’re happy with the bike. They do make a gorgeous ride.

You’ll have to keep us informed when you get it (with plenty of pics :)).

10

Companies really can’t make boats go any faster or have more availability…

The supply chains for all this stuff we love, like and want, that is made either in part or wholly over-seas is incredibly complicated. Brands are also trying to walk a tight rope of Just-In-Time with everything - all the various moving pieces.

I recall a few years back when I was working briefly for Brooks, an entire 6 months, of one of Brooks best selling shoes at the time (The Beast) was missed because their was a significant delay in the glue that they used being delivered to the factory in China that made the Beasts for Brooks!

Of course a further complicating factor with all the fancy stuff in this business bike/tri, relatively speaking it’s all low production run stuff. And in keeping with the Just-In-Time process, there is never a point where mass quantities sitting around at any one time.

HOWEVER many retail consumers have VERY high expectations these days - order it on Amazon Prime and it’s at my door in 2-days! That’s the world we live in, so they apply the same rigor to dealing with a company like Canyon as well. Based on their success, most of the time Canyon gets this all done, but sometimes stuff does back everything up, and if you, the customer only give them a narrow window for delivery or else, then there is really nothing Canyon can do in the very short term.

11

Your warning is late and people who tend to make knowledgeable purchasing decisions know all that already.

It is well known that there is high demand and low stock for their bikes… and yeah, that ALWAYS works out well, because… uhhhh, they are German after all.

Contrary to better judgement (assuming you did your research), you went with that route anyway, fully aware of the risk.

Doesn’t reflect too well…

Hi there, just a warning for those considering a Canyon and who might think, like I thought, that they had solved those huge delivery issues they were having…
(well since their CEO was open about it and said it was fixed AND since they are still actively pushing for Christmas sales, I did think they were in very good shape)

Long story short, I would combine an upcoming trip to Europe with the delivery of a Speedmax CF 9.0 SL, which would be my Christmas gift (given my 2 children, travelling with me, who are excited to give dad a German bike, as I’ll be racing Roth 2017).
Chose a model and a color out of my preferred zone, just to make sure it would meet me with some weeks to spare.

Checked about the delivery with them, 4 (four) days ago and everything was fine, according to Gabriel from Canyon.

Wrote today, to double check, as it was not shipped this week… Then Luca replied back, to say that it will be shipped next year (Jan), bcs “they had some issues with the frames…” (wow, with the piece that they should control the most?!? Besides being proprietary, I thought it was manufactured by them…)

I then explained the whole case and that will not be there anymore, but he’s offering a free bottle cage, as compensation…

Wow, I guess they will NEVER come to the US, as they will stand no chance to be in business with such lousy services!
:frowning:

12

Just so you know your post smacks of first world problems. Shit happens, you’ll get your luxury good at a later date. Chill out.

13

Yes, I did my homework.
Yes, it seemed that they had solved their major issues with delivery dates…

Unfortunately, no, they have not. That’s exactly why I made this post. To let you know, if you care.

In fact, ALL Companies have problems, no doubts.
What differentiate the good from the ugly is the way they treat them.

And Canyon did poorly: case is closed, no bike for me.
BTW surprisingly I paid yesterday for the bike, in another mistake of theirs, who charged my credit card (instead of upon shipment, as it’s stated in their “proof of purchase”).

No I just need my money back!

:-o

14

Companies really can’t make boats go any faster or have more availability…

The supply chains for all this stuff we love, like and want, that is made either in part or wholly over-seas is incredibly complicated. Brands are also trying to walk a tight rope of Just-In-Time with everything - all the various moving pieces.

I recall a few years back when I was working briefly for Brooks, an entire 6 months, of one of Brooks best selling shoes at the time (The Beast) was missed because their was a significant delay in the glue that they used being delivered to the factory in China that made the Beasts for Brooks!

Of course a further complicating factor with all the fancy stuff in this business bike/tri, relatively speaking it’s all low production run stuff. And in keeping with the Just-In-Time process, there is never a point where mass quantities sitting around at any one time.

HOWEVER many retail consumers have VERY high expectations these days - order it on Amazon Prime and it’s at my door in 2-days! That’s the world we live in, so they apply the same rigor to dealing with a company like Canyon as well. Based on their success, most of the time Canyon gets this all done, but sometimes stuff does back everything up, and if you, the customer only give them a narrow window for delivery or else, then there is really nothing Canyon can do in the very short term.

No but companies CAN set a reasonable and realistic expectation with the customer and communicate without being asked when there is a problem. Also, offering some better resolution when you can’t deliver would be good.

15

Agree with not being able to make boats go faster, but this is about setting customer expectations. Look at Apple - during the initial launches of iPhones, there is always imbalance between supply and demand. Once they sell out of available stock, then tell their customers it’s backordered and there will be a delay. Everyone happy.

The problem comes when you promise on-time delivery, and then dont deliver. Nothing to do with sky-high customer expectations - they (he/she) just expect what they are told to expect, which in this case was on-time delivery of an ordered bike.

Aside from initial NPI glitches, any disruption in the supply chain should be easily communicate-able to customers in such a way as avoid the over-promise/under-deliver scenario here.