Important safety note from Canyon: the Spectral:ON CF / CFR and Torque:ON CF models may have damage to the battery

[Winford]

but better water tightening of inside components…..

I sure hope so.

My spectral cf8 has been a nightmare with water issues. With a sealed battery. I washed the bike often and it shut down 2-3 times ever ride. Stopped washing it and it stayed running for 2 months before wet weather hit, and I had to clean mud off chain every ride. Which brought back shutting off mid ride issues again. Sometimes its the battery shutting down, if going up hill and It shuts off. Batter spits out the overdraw amp code. When coasting, i think its the computer wires were they go into the motor. My buddies have had less issues with same bike. Shimano replaced ep 801 once trying to fix it, and wiring harness between battery and motor once. Ill be happy with a new battery. Hopefully it solves the main issue of shutting down. Sure would like to enter a few races

 

[fankus]

Check the wiring between motor and speed sensor. Mine had a small cut and when it was wet it caused errors.

 

[divit]

So anybody rwcieved one of the fabled batteries from canyon yet???

 

[Ozone08]

So anybody rwcieved one of the fabled batteries from canyon yet???

Not yet, I'm waiting for the inevitable, "expected April/May" email.

 

[Winford]

, "expected April/May" email.

they paid us for 2 month wait, and are taking 4 or more months

 

[SummerMadness]

Just checked in with Canyon - they told me, notifications will be sent out in the next two weeks and they "will" be delivered before the month end.... doubt it!

 

[SummerMadness]

On another note: I have a friend who is moving aboard - he has a 2 year old black Spectral:On CF9 in XL (he's very tall). He rode it once so its literally brand new - he wants to get rid of it.

Bike will come with the new battery once it arrives! Let me know if anyone is interested in buying it and throw a sensible offer across. Am based out of London, England.

 

[BDM]

The status of the Spectral On on Canyon's website has recently changed from 'available soon' to 'sold out'. With the promised arrival of the new battery design, this is rather strange. On the contrary, one would expect the model to become re-orderable.

 

[alleeex]

On 3rd March Canyon finally accepted my request to return the bike (Torque:ON). Just a shame that it took from 21st Dec and raising a S75 claim with Klarna to get to this point .

 

[Straker]

On 3rd March Canyon finally accepted my request to return the bike (Torque:ON). Just a shame that it took from 21st Dec and raising a S75 claim with Klarna to get to this point .

Same here…. It took from November until they grudgingly paid up.

Their reluctance to comply with consumer law should tell people all they need to know about Canyon as a company.

 

[Ernesto Tamayo]

Is the middle of march, anyone received the new battery?

 

[yoterryh]

I occasionally watch the EMTB Review YouTube channel, run by Francis Cebedo, and I watched the most recent video last night. The episode was a bike industry news update and I tuned in to see if there was anything about Canyon. Sure enough, there was! He mentioned that though replacement batteries have begun shipping, only 700 watt batteries are currently being shipped and that the 900 watt batteries are not available yet!!

Needless to say, this is disturbing to me if true since I'm awaiting a replacement 900 watt battery! I commented on the video and asked where he got this info, since I've seen nothing about it here or in two different Canyon Facebook groups I follow. He replied and said it was "according to the Canyon Facebook group members." Has anyone else heard this?

Here's a link to the YouTube video:
The Canyon segment starts at about 8'07" in.

 

[Winford]

BS is what it is.

 

[Dcl74]

I've literally just been talking to Canyon UK support and all they could tell me is that the first batch were due to ship in March and that was it. So if you didn't get your request in early you may find yourself waiting longer!

 

[DylanJM]

When was the current gen of the Spectral:ON released? 2022? I think they are likely gonna release a refresh this year and will do the barest minimum to support the people with the battery issues on the current gen.

 

[divit]

Probably flogging a dead horse here, but anybody in UK recieved the fabled battery. Guess if anybody had, this thread would be buzzing.....

 

[Ernesto Tamayo]

Probably flogging a dead horse here, but anybody in UK recieved the fabled battery. Guess if anybody had, this thread would be buzzing.....

I am receiving it in USA, but not a single word from Canyon

 

[SummerMadness]

I am receiving it in USA, but not a single word from Canyon

I was told by canyon support that they are sending them out this month. They have 10 days....so let's see

 

[Seth Oakes]

I completed the order form for a new battery on day 1 when it was available. I received my partial refund a few weeks ago after lots of back and forth. After my impatience has grown thin, I reached out this morning to see what is happening in the US considering there are only 9 days left this month. Here is the response I received from the Canyon employee:

This is the dialog from mt chat with the Canyon Staff member.

The shipment of the batteries starts at the end of this month, what we know is that the 720Wh batteries will be shipped first and then the 900Wh batteries, and all in the order in which customers filled out the form. Understand however that’s the way we are trying to respond all of our customer request in order. Rest assured, we are working to fulfill all orders as quickly as possible. You should receive an email once the battery is going to be ready to be shipped. you're going to receive an email informing you during these weeks, an email notification as soon as it is ready to be shipped. you're going to receive notification, I can't tell you exactly. when you're going to receive that notification but that's supposed to be during these weeks; March and April weeks. The information I just gave you is what we have right now, eventually you're going to receive during this weeks (march and April) notification regarding your battery and when it's going to be send it to you. That's the only information we have at this time, I don't want to give it to you false expectations. I have no information about when it's going to be sent, that's the only information we can provide at this time, You may receive an email once the battery is ready to be shipped to you to inform you when it's going to arrive, but I'm not able to give you on a specific date on that.

 

[HandsomeDanNZ]

As an outsider looking in, I can’t ever imagine contemplating buying a Canyon.

This whole saga has just been shocking and they’ve been so unresponsive and slow to act. I’d be demanding my purchase price back, they could come and pick up the bike and I’d move on.

Surprised there hasn’t been a class action suit yet.

 

[Ozone08]

I can't help but think the whole "Partial Refund" thing was just Canyon's insurance policy of buying time without the risk of people demanding a whole refund and return of thousand of bikes that they would end up mostly scrapping. As I was filling out my Partial Refund form I was thinking I'm basically signing my rights of a full refund away.
A few weeks ago I made a post saying I'd be surprised if we had batteries in hand by April, Now I'm barely optimistic in thinking May I might be able to ride this 2 wheeled ornament.

Moral of the story is: never go for a partial refund..

 

[irie]

. As I was filling out my Partial Refund form I was thinking I'm basically signing my rights of a full refund away.

By accepting a partial payment you were indeed signing away your rights under consumer law to return the faulty goods for a full refund.

 

[Straker]

I can't help but think the whole "Partial Refund" thing was just Canyon's insurance policy of buying time without the risk of people demanding a whole refund and return of thousand of bikes that they would end up mostly scrapping. As I was filling out my Partial Refund form I was thinking I'm basically signing my rights of a full refund away.
A few weeks ago I made a post saying I'd be surprised if we had batteries in hand by April, Now I'm barely optimistic in thinking May I might be able to ride this 2 wheeled ornament.

Moral of the story is: never go for a partial refund..

I did make that very point several months ago,

 

[SummerMadness]

I specifically asked that question and have the transcript saved. The partial refund does not affect any statutory rights according to canyon

 

[Straker]

I can't help but think the whole "Partial Refund" thing was just Canyon's insurance policy of buying time without the risk of people demanding a whole refund and return of thousand of bikes that they would end up mostly scrapping. As I was filling out my Partial Refund form I was thinking I'm basically signing my rights of a full refund away.
A few weeks ago I made a post saying I'd be surprised if we had batteries in hand by April, Now I'm barely optimistic in thinking May I might be able to ride this 2 wheeled ornament.

Moral of the story is: never go for a partial refund..

It took several months to get a full refund out of Canyon and at no time did they make any attempt to expedite the process……. Communications would be answered by a “we will escalate that”…. Those communications would then fail to garner a response almost as if they went into a don’t respond box and hopefully the customer will go away….

Good luck with getting out on your bike, I really liked mine however… the day I go my money back I picked up a new bike and went back out on the trails….. and the misery of not having a bike was over ….

 

[HeathenRides]

Full notice - Mandatory battery check and safety notice

Extract:
„Understanding the issue
The batteries used for our E-bikes are sourced from reputable companies and tested to meet or exceed industry standards. We have been notified that a small number of batteries may be liable to damage the housing appearing as small cracks, gaps or similar.

In rare circumstances, this could allow moisture inside the battery, potentially triggering a short-circuit that bypasses the fail-safe protection mechanisms. Whilst extremely unlikely, we cannot rule out that a damaged battery might catch on fire, resulting in a risk of personal injury or damage to property.

We must instruct you to please stop using any of the affected batteries in your bike and to not charge them.
….“

Crazy being worried about fire when buying a expensive emtb that is sold in Europe with all the quality checks riles and legislations in Europe. I hope the consumers have right to get a new battery for free.. Luckily I don't have those bikes.. Good that you warn people we emtb people should always support each other we are using a lot of money on our bike's and struggling to have everything in order so we can fully enjoy our bike's.. Canyon should get a fine without it being pushed on to the consumers. I think several brands should also get some serious warnings and recommendations from authorities about snapping carbon belts in motors poor bearings and other quality related issues.. I would totally support canyon owners to get new free batteries on the company

 

[HeathenRides]

It took several months to get a full refund out of Canyon and at no time did they make any attempt to expedite the process……. Communications would be answered by a “we will escalate that”…. Those communications would then fail to garner a response almost as if they went into a don’t respond box and hopefully the customer will go away….

Good luck with getting out on your bike, I really liked mine however… the day I go my money back I picked up a new bike and went back out on the trails….. and the misery of not having a bike was over ….

Good that you got your money back they should be fined for every day you had to worry and not being able to use it

 

[Zed.]

I did make that very point several months ago,

Think I might have done something similar


Rich.

 

[irie]

Think I might have done something similar

Rich.

Me too last year.

 

[fankus]

Guys, frankly speaking, this sounds insane. I can't believe that you just cant ask for refund. So many months of waiting, lack of biking, and eventually your bikes will still lost more value due to issue.
I suggest to be more aggressive with your claims, it worked for me.

Just to give you a hint: I had Torquen, returned it, then I went into the same river second time and I bought ... Striven CFR. From outlet, used a bit (37km).
And this was best decision ever. Comparing to Torque, Strive is handling way better, feels lighter (but its not), climbs better and there are not constant issues with the motor skid plates.

If any of you consider that - do not hesitate, you will not regret.