I gave them a call earlier today about mine since I’m the second owner and the first hasn’t heard anything. But that is surprising since the bike checks the boxes of model and stem. Was told they’re escalating and I’d hear back in 3-5 days.
I did get earlier emails about the recall, and when I asked about not having a local canyon rep, they indicated my lbs could do it, they would send another email with details.
Still waiting.
TLDR: Brought the bike into the shop and had to bring it back home since the parts are not in stock. Will have to return once parts arrive.
Well, just went through a cluster f*CK of a time trying to get my Speedmax sorted. So I made an appointment at a Canyon service partner and a day before drop off I received confirmation. Great. I live in Munich though, so I had two options. Mind you, the shop is on the other side of Munich and I had to bring a second bike in for warranty well. Option 1, rent a van and have the bikes slide around. Option 2, take both bikes on the subway. I went with option two, which was about as much fun as one can imagine taking escalators, opening doors and riding the subway with two bikes. Finally make it to the shop where I’m told the parts are not in stock and they expect the parts at the end of January. Great, fine, I’m not riding the bike anyway I said to myself. And then the service guy said… “please don’t leave your Speedmax here. It’s an expensive bike, we already have 5 in the back waiting for the parts so we do not want to risk something happening to all of time. Just bring the bike back when the parts arrive”. I wound up repeating that fun train ride a second time (parts were not in stock for the second bike either!) and get to do it all over again in another month.
I hope you guys are having more luck than me XD
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How has your response been? I am waiting to see if I am going to have to travel 4 hours to maybe get it fixed or if my LBS can be “trained” to do this
Thanks ahead for any response
t
I reached out and heard back. I have 4+ hours from a service station, from the email it looks like my LBS(Shimano dealer) was the link they sent might be able to do it. I’ll update as I know.
6 business days or so ago for me they said they’d reach out to my LBS and respond within 7-10. We’ll see! Otherwise 9 hour or so round trip.
9 hours round trip here too. lol. You in Wyoming, too. Hahaha
Tennessee, surprisingly. Have to drive to Atlanta. 9 hours at the bad end, probably more like 8. Still not a reasonable solution to this issue, though.
And the ‘solution’ is, if your fork is undamaged, the placement of a small metal ring inside the fork. About an inch wide……
Jeroen
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Any updates for any US-based riders that are far from a service partner?
Going on day 16 of waiting on them to check with my LBS, was told that would take 7-10 days.
Trying to be patient, but also know the squeaky wheel usually gets the grease…
I’m curious to what kind of service should be expected when you buy from an online seller instead of a local store. If you bought it at a local store, you can expect to take it right into them.
The pricing model of selling you a bike that would cost a few grand more in the store and shipping it to you online does not include shipping every one of those bikes back to themselves and back to you again.
Don’t get me wrong, it sucks the situation every Canyon rider is in, but the reason why Canyon is attractive is they cut some aspect of the dealer margin out entirely, pass it on to you with some savings and then use the rest of that otherwise dealer margin to support this direct to consumer model.
If an individual person thinks their logistics of taking or shipping a bike back and forth are too costly, time consuming, or a hassle, just multiply that by every bike sold and ask which is the easier problem to solve?
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Yep, it is a thing.
They have been in contact with me as Velofix was over 4 hours away for me. They sent me some options including LBS (which is not an option- they are a BMX shop and fit road bikes by having you stand over the frame-ummm no) They gave me a list for two shops in 90 min. away that I have worked with-one is REI and I am waiting reply for when to take the bike.
Good luck
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They first offered Velofix and then rescinded the next day and then offered up REI. While I am a member of REI, I prefer my local bike shop to work on my bicycles and am awaiting Canyon to approve them to do the work or else I’ll 
with REI.
I’m really not that concerned as the bike made it back and forth to New Zealand without imploding while Canyon was trying to figure out an actual response.
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That’s great that you saw some movement with them and they’re at least responsive with options. How long has the process lasted for you?
@Lehrn2Lose same question for you.
Definitely a valid thought. They probably saw that problem get big enough, and partially what pushed them to the partnership with REI.
There’s still the issue of getting those techs trained on Canyons, getting the the parts or tools they need, and beefing up spare/replacement parts channels. Which you think they’d have done with some of the money saved by cutting out dealers.
It has been about 3 weeks from the first email. Waited a week then they have been in contact every couple of days. Now will be the test to see if the REI mechanics are certified to do this. Another local LBS would not do the repairs when I went to them with the info, etc.
Same story here. About 2 mo. drama. If they don’t get the protective part to REI in a week, I’ll be traveling to my first 70.3, in New Zealand, without a bike. Actually, into the final training block, in NZ leading up to said race. Recipe for success, right? Gulp. 
Let’s hope this resolves soon.
You could take off the stem and check for visible damage before racing. My steerer started to split after only 1800mi. I wouldn’t trust my bike at this point. If the surface looked fine however… 
Speaking of which, am I the only one whose taken a look and posted photos? I would be curious to know what everyone else’s steerers look like. My stem has a noticeable sharp edge where it sits against the steerer.
Not a bad idea. May get Canyon USA off their butts.
Other half of me worries if I do that and send them the photos, I’ll have voided something and they’ll tell me I’m SOL. I dunno. Did you mean post online or share directly with Canyon?