A Crazy Situation (In Need of Advice)

[DrJohnnyFever74]

So, some backstory...

Over the last 6 or so months I have been browsing the Canadian website for Canyon and in the outlet section I noticed that they sold slightly used (returns), previous test or new e-bikes with cosmetic issues. However, for some reason, they never sold any in the new section. Couldn't understand why but never really gave it much thought. All i knew is I wanted one and they were of exceptional value compared to other brands. But every Monday morning they would have a fresh batch of e-bikes listed in their outlet section. So I'm finally a new and first time owner of an e-mountain bike. Pulled the trigger on A Canyon Torque ON 7 and was delivered yesterday.

Upon unpacking the things inside the box, there was one key component missing. The battery. I frantically started going through everything a second time thinking I may have missed it but nope, I somehow got shafted. I was pretty disappointed and angry so I decided to chat it up with Canyon to get to the bottom of things and the rep that I was speaking to said that he would forward my concern higher up as he was not able to give me a solution. A short time later I received an email:

"Hi John, thank you for your chat. We were told that unfortunately there was an error on the website and you should return the Torque ON 7 because we are not yet able to sell e-bikes in Canada, we are very sorry for the inconvenience."

I was given info on how to start the return process and gave me a link to proceed. i was promised that I would get a full refund on what i paid for the e-bike. He also stated that in order to get my refund of the taxes and duty paid (approx $1500), I would have to contact UPS. Which i did. They stated that taxes and duty are non refundable as the package had made its way to its destination and received in good order. Well at this point in time I'm not having a very good day so I figured you know what, all is not lost. I figured it would make more sense to keep the stupid thing and try to find a battery for it rather than sending it back and lose $1500 from Canyon's mistake. Thing is, I can't for the life of me find any dealer in Canada that sells these batteries. Most of my searching pointed me to websites across the pond who do not ship batteries internationally. This is a problem.

I decided to email Canyon back last night and told them that they need to step up and do the right thing and either reimburse me everything, including the duties and taxes or somehow figure out how to get me a battery. I also told them that they have been selling e-bikes on their Canadian website for months. But the truth of the matter is I paid for the complete e-bike. Almost 24 hrs later, no response. I'm thinking I'm on my own. So the battery that is supposed to come with the bike is the Shimano BT-E8035L. Its a 504Wh battery. But I have read that the 630Wh battery (BT-E8036) is the exact same size and is supposedly interchangeable (I cannot confirm this as I have no way of trying it).

Ultimately I was hoping to find a shop near me that had them or sold them but I can't find one. My idea was to take my bike there and test it with their battery first before i decide to pay extra now for a whole new battery. Just to see if the bike starts up and operates normally. So as for now, I'm stuck with an analogue e-bike and have no idea where to go from here. Quite the situation it seems. Now if only I could get any ideas/solutions/workarounds from the smart bunch from this forum lol. I appreciate anything at this point. Thanks...

 

[KnollyBro]

Wow. I don't think it is a good idea to try to fix a problem with Canyon by buying your won battery as it will not be a cheap fix. You will probably get screwed with your warranty if/when you have a problem as Canyon asked you to send the bike back. I hope you paid for it with a Visa credit card as you can file a complaint with them and get a full refund.
I recommend you buy a bike for a LBS where you can get a full warranty and service, if the need arises.

 

[DrJohnnyFever74]

Wow. I don't think it is a good idea to try to fix a problem with Canyon by buying your won battery as it will not be a cheap fix. You will probably get screwed with your warranty if/when you have a problem as Canyon asked you to send the bike back. I hope you paid for it with a Visa credit card as you can file a complaint with them and get a full refund.
I recommend you buy a bike for a LBS where you can get a full warranty and service, if the need arises.

But if i return it, I'm out the $1500 for the taxes and duty I paid. Thats my issue. In my mind, I would be better off just sourcing a battery from somewhere and make it work. I did use my mastercard to pay for the bike but I've never had to dispute a purchase before. That still involves me having to send the bike back, correct? Also I found that the bikes in the LBS's are soooo much more than I can afford. Even if i buy a battery for my Torque ON, it will be cheaper than buying anything out of a physical store. I guess there are people out there that have to save a few bucks where they can but in the end I suppose it could come back and bite you in the rear. I was just the unfortunate one I guess. We'll see where this goes.

 

[#lazy]

So, some backstory...

Over the last 6 or so months I have been browsing the Canadian website for Canyon and in the outlet section I noticed that they sold slightly used (returns), previous test or new e-bikes with cosmetic issues. However, for some reason, they never sold any in the new section. Couldn't understand why but never really gave it much thought. All i knew is I wanted one and they were of exceptional value compared to other brands. But every Monday morning they would have a fresh batch of e-bikes listed in their outlet section. So I'm finally a new and first time owner of an e-mountain bike. Pulled the trigger on A Canyon Torque ON 7 and was delivered yesterday.

Upon unpacking the things inside the box, there was one key component missing. The battery. I frantically started going through everything a second time thinking I may have missed it but nope, I somehow got shafted. I was pretty disappointed and angry so I decided to chat it up with Canyon to get to the bottom of things and the rep that I was speaking to said that he would forward my concern higher up as he was not able to give me a solution. A short time later I received an email:

"Hi John, thank you for your chat. We were told that unfortunately there was an error on the website and you should return the Torque ON 7 because we are not yet able to sell e-bikes in Canada, we are very sorry for the inconvenience."

I was given info on how to start the return process and gave me a link to proceed. i was promised that I would get a full refund on what i paid for the e-bike. He also stated that in order to get my refund of the taxes and duty paid (approx $1500), I would have to contact UPS. Which i did. They stated that taxes and duty are non refundable as the package had made its way to its destination and received in good order. Well at this point in time I'm not having a very good day so I figured you know what, all is not lost. I figured it would make more sense to keep the stupid thing and try to find a battery for it rather than sending it back and lose $1500 from Canyon's mistake. Thing is, I can't for the life of me find any dealer in Canada that sells these batteries. Most of my searching pointed me to websites across the pond who do not ship batteries internationally. This is a problem.

I decided to email Canyon back last night and told them that they need to step up and do the right thing and either reimburse me everything, including the duties and taxes or somehow figure out how to get me a battery. I also told them that they have been selling e-bikes on their Canadian website for months. But the truth of the matter is I paid for the complete e-bike. Almost 24 hrs later, no response. I'm thinking I'm on my own. So the battery that is supposed to come with the bike is the Shimano BT-E8035L. Its a 504Wh battery. But I have read that the 630Wh battery (BT-E8036) is the exact same size and is supposedly interchangeable (I cannot confirm this as I have no way of trying it).

Ultimately I was hoping to find a shop near me that had them or sold them but I can't find one. My idea was to take my bike there and test it with their battery first before i decide to pay extra now for a whole new battery. Just to see if the bike starts up and operates normally. So as for now, I'm stuck with an analogue e-bike and have no idea where to go from here. Quite the situation it seems. Now if only I could get any ideas/solutions/workarounds from the smart bunch from this forum lol. I appreciate anything at this point. Thanks...

Have a word with Sam Pilgrim on his insta , he’s the main man now !
Seriously, I’d be spitting nails if I was you and demand ALL cash back with interest !

 

[Martin (Mallorca Guiding)]

So, some backstory...

Over the last 6 or so months I have been browsing the Canadian website for Canyon and in the outlet section I noticed that they sold slightly used (returns), previous test or new e-bikes with cosmetic issues. However, for some reason, they never sold any in the new section. Couldn't understand why but never really gave it much thought. All i knew is I wanted one and they were of exceptional value compared to other brands. But every Monday morning they would have a fresh batch of e-bikes listed in their outlet section. So I'm finally a new and first time owner of an e-mountain bike. Pulled the trigger on A Canyon Torque ON 7 and was delivered yesterday.

Upon unpacking the things inside the box, there was one key component missing. The battery. I frantically started going through everything a second time thinking I may have missed it but nope, I somehow got shafted. I was pretty disappointed and angry so I decided to chat it up with Canyon to get to the bottom of things and the rep that I was speaking to said that he would forward my concern higher up as he was not able to give me a solution. A short time later I received an email:

"Hi John, thank you for your chat. We were told that unfortunately there was an error on the website and you should return the Torque ON 7 because we are not yet able to sell e-bikes in Canada, we are very sorry for the inconvenience."

I was given info on how to start the return process and gave me a link to proceed. i was promised that I would get a full refund on what i paid for the e-bike. He also stated that in order to get my refund of the taxes and duty paid (approx $1500), I would have to contact UPS. Which i did. They stated that taxes and duty are non refundable as the package had made its way to its destination and received in good order. Well at this point in time I'm not having a very good day so I figured you know what, all is not lost. I figured it would make more sense to keep the stupid thing and try to find a battery for it rather than sending it back and lose $1500 from Canyon's mistake. Thing is, I can't for the life of me find any dealer in Canada that sells these batteries. Most of my searching pointed me to websites across the pond who do not ship batteries internationally. This is a problem.

I decided to email Canyon back last night and told them that they need to step up and do the right thing and either reimburse me everything, including the duties and taxes or somehow figure out how to get me a battery. I also told them that they have been selling e-bikes on their Canadian website for months. But the truth of the matter is I paid for the complete e-bike. Almost 24 hrs later, no response. I'm thinking I'm on my own. So the battery that is supposed to come with the bike is the Shimano BT-E8035L. Its a 504Wh battery. But I have read that the 630Wh battery (BT-E8036) is the exact same size and is supposedly interchangeable (I cannot confirm this as I have no way of trying it).

Ultimately I was hoping to find a shop near me that had them or sold them but I can't find one. My idea was to take my bike there and test it with their battery first before i decide to pay extra now for a whole new battery. Just to see if the bike starts up and operates normally. So as for now, I'm stuck with an analogue e-bike and have no idea where to go from here. Quite the situation it seems. Now if only I could get any ideas/solutions/workarounds from the smart bunch from this forum lol. I appreciate anything at this point. Thanks...

https://www.deporvillage.com/bateria-para-cuadro-shimano-steps-e8035-504wh

 

[DrJohnnyFever74]

Have a word with Sam Pilgrim on his insta , he’s the main man now !
Seriously, I’d be spitting nails if I was you and demand ALL cash back with interest !

Pilgrim couldn't be bothered by us lol. He's gotten too big. I guess I could raise a huge stink and make all the demands I want but all they have to say is no. I'm trying to not let this get to me but it's still slowly festering and eating me up inside. But I honestly cant remember the last time Ive "lost it" over anything or anyone.

 

[paquo]

is it as easy as buying the battery and installing it ? Might it need some programming?

 

[DrJohnnyFever74]

https://www.deporvillage.com/bateria-para-cuadro-shimano-steps-e8035-504wh

Thanks but that one there is the non "L" version. Its a different length and it won't fit.

 

[DrJohnnyFever74]

is it as easy as buying the battery and installing it ? Might it need some programming?

Yes I just need to find one (what would be ideal is if there was anyone out in the London Ontario region that has one that I could try and see if my bike would even power on and I could go from there) and as for the programming, I think its plug and play.

 

[Hobo Mikey]

If the shop admitted it was there problem as the website was wrong it’s down to them to give you a 100% refund including all the taxes etc.

 

[Sander23]

Can't you go to a local canyon dealer to ask them to help you? I'm sure they have a stronger voice

 

[Monkey Dog]

You should be seeking legal advice.
They've sold you a 'complete' bike (clearly a breach of contract) & their own words are "we are not yet able to sell e-bikes in Canada". You have this in an email.
Both are their mistakes and not your's. You should not be trying to rectify them.

 

[Martin (Mallorca Guiding)]

Thanks but that one there is the non "L" version. Its a different length and it won't fit.

That was just a 2 second google.. I'm sure if you spend 5 mins you'd find the exact one... if not, there's a ton of places in China to make you one....worth exploring...but maybe best sticking to the one meant for your bike...good luck!

 

[fenwick458]

You should be seeking legal advice.
They've sold you a 'complete' bike (clearly a breach of contract) & their own words are "we are not yet able to sell e-bikes in Canada". You have this in an email.
Both are their mistakes and not your's. You should not be trying to rectify them.

Exactly this

 

[turbolego]

Dude. Just forward this stuff to your credit card company, dispute the charge, and if Canyon can't make it right by refunding the full price, well then I'd use the money you get back from the credit card company to have someone ship you a battery.

 

[Sherman]

Dude. Just forward this stuff to your credit card company, dispute the charge, and if Canyon can't make it right by refunding the full price, well then I'd use the money you get back from the credit card company to have someone ship you a battery.

Canyon already agreed to refund. The problem is the duties and taxes which are not handled by Canyon. If UPS is unwilling to help, I would contact the local customs and ask how to proceed with duties and taxes refund.

Quick search returned this:
Importing by mail or courier: Applying for a refund of duty and taxes

I hope this sorts out. Talk about a ruined NBD

 

[DrJohnnyFever74]

If the shop admitted it was there problem as the website was wrong it’s down to them to give you a 100% refund including all the taxes etc.

I've been thinking this too. I've already emailed them stating that they either owe me a battery or they have to refund everything I paid including taxes and duties. I've yet to receive a response.

 

[DrJohnnyFever74]

Can't you go to a local canyon dealer to ask them to help you? I'm sure they have a stronger voice

If only it were that simple. Canyon is an online retailer only located in Germany. I'm in Canada. They are what you would classify as a "bike in a box" brand where they ship to you and you have to do some minor assembly yourself when it arrives at your doorstep.

 

[Mr_Price]

UPS are (partly) lying. You can claim the duties back, that’s pretty easy and common. Any fee for delivery and handling will have to be eaten - I believe by Canyon but good luck with that.

If you can find a shipping company that will handle the battery get one. It might need to be handled by a 3rd party but totally worth it.

 

[DrJohnnyFever74]

You should be seeking legal advice.
They've sold you a 'complete' bike (clearly a breach of contract) & their own words are "we are not yet able to sell e-bikes in Canada". You have this in an email.
Both are their mistakes and not your's. You should not be trying to rectify them.

I would be willing but I'm not sure the cost would outweigh the benefit. As a battery in Canada (if I can get a hold of one), is around $1200. The cost of a lawyer here to help me would be well over that. I've never had to hire one but I'm sure it would be $5000+. Maybe even way more because Canyon is located in Germany. Thats the other problem. They're in a totally different country than I am.

 

[DrJohnnyFever74]

That was just a 2 second google.. I'm sure if you spend 5 mins you'd find the exact one... if not, there's a ton of places in China to make you one....worth exploring...but maybe best sticking to the one meant for your bike...good luck!

Thanks and I have googled for hours lol. They're out there. The majority I am seeing are located in Italy and around that area. I have yet to find one that will ship to Canada. I think it has something to do with the batteries labelled as dangerous goods and there are many hoops to jump through when shipping internationally. My search continues lol.

 

[Suns_PSD]

Order online and ship the battery to my home in the USA, then I'll ship you the battery.

Only issue is can I legally ship a battery?

 

[DrJohnnyFever74]

Dude. Just forward this stuff to your credit card company, dispute the charge, and if Canyon can't make it right by refunding the full price, well then I'd use the money you get back from the credit card company to have someone ship you a battery.

I'm thinking of looking into this. But I'm not sure if they will require me to ship the bike back first.

 

[MOTO13]

Dude. Just forward this stuff to your credit card company, dispute the charge, and if Canyon can't make it right by refunding the full price, well then I'd use the money you get back from the credit card company to have someone ship you a battery.

THIS...fuck Canyon. Call the CC company and tell them what happened. They'll reverse the charges immediately (or should) and put it back on Canyon's ass. If Canyon indeed made a mistake, it's their mistake and need to make you whole. Otherwise, find a way to buy another Canyon (under a friends name or something) and when it arrives, yank the battery and ask for a full refund of one bike. I'd be friggin livid if I was you. You lay down literally thousands, they screw up and they want you to bend over and be happy as they take a dry run on you?? No way. You are literally just asking for the battery that was not included in order to operate the bike. Not asking for anything extra...not saying it's damaged...just want the what you paid for. If Canyon is any kind of company, they should have a battery express shipped to you already. This is crazy they would even begin to make you do anything and the only thing they should be doing is apologizing and getting you the battery the fastest way humanly possible. .

 

[DrJohnnyFever74]

Canyon already agreed to refund. The problem is the duties and taxes which are not handled by Canyon. If UPS is unwilling to help, I would contact the local customs and ask how to proceed with duties and taxes refund.

Quick search returned this:
Importing by mail or courier: Applying for a refund of duty and taxes

I hope this sorts out. Talk about a ruined NBD

Well thats interesting. So its kind of baffling that UPS has been in the game for so long and they would either flat out lie to me or the fact that they don't even really know how the process works? Definitely worth looking into as well and thanks for the link. I would honestly prefer to keep the bike if at all possible because it was such a good deal and an unbeatable price for what you get. Dealing with this whole battery thing, has been almost not worth it though.

 

[DrJohnnyFever74]

UPS are (partly) lying. You can claim the duties back, that’s pretty easy and common. Any fee for delivery and handling will have to be eaten - I believe by Canyon but good luck with that.

If you can find a shipping company that will handle the battery get one. It might need to be handled by a 3rd party but totally worth it.

Forsure. the bike is awesome. I would rather keep it then send it back tbh. And the cool thing about keeping it is that it would be a unicorn out here in Canada. No one else would have one lol. Not sure if that would increase the value of it if i were to ever think of reselling it but it would be cool to know that no one else has one.

 

[DrJohnnyFever74]

Order online and ship the battery to my home in the USA, then I'll ship you the battery.

Only issue is can I legally ship a battery?

I believe you could but there are alot of headaches involved i think. Classified as dangerouse goods and has to be handled a certain way. I do know that its such a PITA that if you were to go travelling to a different country with your e-bike, you have to send your battery separately. Explosion hazard.

 

[Mteam]

The battery you need is justa standard Shimano battery used in many ebikes, and there are various Shimano motored ebikes available for sale in Canada (aren't there?),so it must be possible to buy that battery in Canada, cant you just buy one from any Shimano dealer?

 

[DrJohnnyFever74]

THIS...fuck Canyon. Call the CC company and tell them what happened. They'll reverse the charges immediately (or should) and put it back on Canyon's ass. If Canyon indeed made a mistake, it's their mistake and need to make you whole. Otherwise, find a way to buy another Canyon (under a friends name or something) and when it arrives, yank the battery and ask for a full refund of one bike. I'd be friggin livid if I was you. You lay down literally thousands, they screw up and they want you to bend over and be happy as they take a dry run on you?? No way.

I am thinking of calling them. As for ordering another, there aren't any on their Canadian website anymore lol. They weren't supposed to be there to begin with. They are not allowed to sell e-bikes to the Canadian market. I think since my email to them, they have closed whatever error on the site they had and it's over. And yes its been frustrating. I'm sure I, like all of you's, have to work for a living, pay bills and try and save up to buy some toys. I'm in that category. It sucks forsure. I should in no way have to deal with Canyon's mistake.

 

[DrJohnnyFever74]

The battery you need is justa standard Shimano battery used in many ebikes, and there are various Shimano motored while available for sale in Canada (aren't there?),so it must be possible to buy that battery in Canada, cant you just buy one from any Shimano dealer?

Yes there are other brands that I'm aware of that use the Shimano EP8 motor here. I think Commencal uses it, Husqvarna and maybe some other ones. I've called some Shimano approved dealers and no one has any. When I google the model #'s of the batteries, I literally get no results in Canada. I've gone through pages and pages and everything is international. Might just be a stock issue? Companies are still trying to play catch-up? I still have my browser open and I'm scrolling to find something.