A Crazy Situation (In Need of Advice)

[DrJohnnyFever74]

Dude,
I'm in Germany let me know what you need. They have them all over the place here and I can hit my LBS guy and can work anything for you if need be. Also do u have the cover for the battery or do you need one. a quick search and found it for 619 Euro. about 890 Canadian. Well have to figure out shipping but DHL is everywhere. I would keep that damn thing, yes you may lose the warranty but you have a kick arse bike.
Let me know
Mitch

STEPS BT-E8036 630Wh Battery integrated

Features - Shimano Steps Battery BT-E8036 integrated 630Wh Supports sleek frame design Optimum protection against the weather (IPX5 certified), surface damage and cold Recess for On / Off button and battery gauge...

www.bike-discount.de

That's awesome! I really appreciate it! But I do have a battery coming already and should be here tomorrow or the day after. Way more expensive here then what you can get them for in Germany it seems. I paid $1259.99 plus 13% tax =$1423.79. If I ever decide to get a spare battery or if I need parts for my ebike, would you be ok with hooking me up in the future? Mind you, I would compensate you for the trouble. The bike does look like its a kick arse bike. I need to post a pic lol.

 

[DrJohnnyFever74]

You should first ask to have a supervisor call you back. After that with no resolution turn them into CN consumer affairs or whatever dept CN calls it. Or they will continue to suck in money from people that order a Canyon in good faith as you did.

Yup, good idea. It was only the "used, test and brand new with cosmetic issues" ebikes that they had in their outlet section. Every Monday morning for months, there would be a handful of them for sale. I checked yesterday morning and it was the first time in a long time that there weren't any for sale. I'm assuming they have fixed whatever error they had on the site.

 

[KCMitch]

That's awesome! I really appreciate it! But I do have a battery coming already and should be here tomorrow or the day after. Way more expensive here then what you can get them for in Germany it seems. I paid $1259.99 plus 13% tax =$1423.79. If I ever decide to get a spare battery or if I need parts for my ebike, would you be ok with hooking me up in the future? Mind you, I would compensate you for the trouble. The bike does look like its a kick arse bike. I need to post a pic lol.

Not a problem man let me know what u need. I’ll be moving back to the states in around 6 months so let me know. I’ll bring one back and ship it to u if need be. DM me and we’ll work things out.
Enjoy the bike man. Looks sexy.

That's awesome! I really appreciate it! But I do have a battery coming already and should be here tomorrow or the day after. Way more expensive here then what you can get them for in Germany it seems. I paid $1259.99 plus 13% tax =$1423.79. If I ever decide to get a spare battery or if I need parts for my ebike, would you be ok with hooking me up in the future? Mind you, I would compensate you for the trouble. The bike does look like its a kick arse bike. I need to post a pic lol.

Heck yes let me know and I’ll hook you up.
I’ll be here for about 6 more months then moving back to the states so not too long.
DM me and we can talk. Good luck and enjoy that sexy beast.

 

[DrJohnnyFever74]

Not a problem man let me know what u need. I’ll be moving back to the states in around 6 months so let me know. I’ll bring one back and ship it to u if need be. DM me and we’ll work things out.
Enjoy the bike man. Looks sexy.

Heck yes let me know and I’ll hook you up.
I’ll be here for about 6 more months then moving back to the states so not too long.
DM me and we can talk. Good luck and enjoy that sexy beast.

Nice, thanks for offer! Not sure when I will have the funds to get a second battery because they cost an arm and a leg but I'm wondering if I should stock up on some replacement bearings? Like the proprietary stuff? Or are they universal fit and can be bought anywhere as long as you know the size? And you're right, the Torque ON is one good looking ride. So much so I didn't want to return it lol.

 

[G-Sport]

Not a problem man let me know what u need. I’ll be moving back to the states in around 6 months so let me know. I’ll bring one back and ship it to u if need be. DM me and we’ll work things out.
Enjoy the bike man. Looks sexy.

Heck yes let me know and I’ll hook you up.
I’ll be here for about 6 more months then moving back to the states so not too long.
DM me and we can talk. Good luck and enjoy that sexy beast.

Bear in mind you can't bring batteries on planes unless they are 160Wh or less...

 

[milkandrelish]

Did you pay with a credit card? I would dispute the transaction and let them battle it out for you. You did not get what you paid for. I am sorry to hear about this, and I hope you find a good solution.

 

[DrJohnnyFever74]

Did you pay with a credit card? I would dispute the transaction and let them battle it out for you. You did not get what you paid for. I am sorry to hear about this, and I hope you find a good solution.

Yes I did however since Canyon asked for me to return the bike for a full refund, I don't think I would be able to dispute it. Could be wrong though.

 

[milkandrelish]

Yes I did however since Canyon asked for me to return the bike for a full refund, I don't think I would be able to dispute it. Could be wrong though.

Worth a try. I would not say that Canyon is offering you a "full" refund. They are just refunding the cost of the bike.

 

[DrJohnnyFever74]

So the battery I ordered just came in (Shimano BT-E8036) with much excitement. But when I unboxed it and held it up to the downtube, you can imagine how quickly my excitement turned to disappointment once again. The battery is way too big! I'm feeling pretty defeated right now. If anyone has the Shimano BT-E8035 battery or the Shimano BT-E8035L one, could you please measure it for me and post in the comments? Thanks for the help everyone. Hasn't been a great start to the year, that's forsure.

 

[Mteam]

So the battery I ordered just came in (Shimano BT-E8036) with much excitement. But when I unboxed it and held it up to the downtube, you can imagine how quickly my excitement turned to disappointment once again. The battery is way too big! I'm feeling pretty defeated right now. If anyone has the Shimano BT-E8035 battery or the Shimano BT-E8035L one, could you please measure it for me and post in the comments? Thanks for the help everyone. Hasn't been a great start to the year, that's forsure.

View attachment 104487 View attachment 104488 View attachment 104489

Looks like the bike takes the short BT-E8035 battery , and not the long version like you thought.

 

[DrJohnnyFever74]

Looks like the bike takes the short BT-E8035 battery , and not the long version like you thought.

What is really confusing is that this is right from Canyon's website. And from what I've gathered so far is that the 8035-L and the 8036 were the same size and interchangeable. Not sure where to go from here.

 

[Mteam]

What is really confusing is that this is right from Canyon's website. And from what I've gathered so far is that the 8035-L and the 8036 were the same size and interchangeable. Not sure where to go from here.

View attachment 104490

looks like incorrect spec on the canyon website in that case.

The uk canyon website lists it as the short 8035 battery

 

[DrJohnnyFever74]

looks like incorrect spec on the canyon website in that case.

The uk canyon website lists it as the short 8035 battery

View attachment 104494

Damn it. Story of my life lol. So fed up with this already.

 

[G-Sport]

Shimano website says that the 35 and the 35-L use the "same mount". I'm guessing (with hindsight) that this means that the socket they plug into is the same, but this may be info for frame builders rather than meaning they are all the same length etc.
Canyon website says 35 (no L) for me when I look, but this is only since 2021, maybe they used the longer one prior to that?

Either way, I think you are going to need to return this one and track down the E8035 (no L).

Good luck.

 

[Bummers]

Been following this since you posted and I'm gutted now! Hope you don't lose too much in postage fees.

 

[DrJohnnyFever74]

Been following this since you posted and I'm gutted now! Hope you don't lose too much in postage fees.

Hasn't been a pleasant experience to say the least. But I think I may have found the right one. The "A" on the end has me a bit concerned. At least its not an "L". But I found it on the Commencal site in Canada and now I am wondering if this battery is specific only to Commencal ebikes. Guess the only way to find out is to try it I guess.

COMMENCAL : Bike, Frames, Parts, Textile, Outlet, Second Hand...

COMMENCAL

www.commencalcanada.com

 

[G-Sport]

Hasn't been a pleasant experience to say the least. But I think I may have found the right one. The "A" on the end has me a bit concerned. At least its not an "L". But I found it on the Commencal site in Canada and now I am wondering if this battery is specific only to Commencal ebikes. Guess the only way to find out is to try it I guess.

COMMENCAL : Bike, Frames, Parts, Textile, Outlet, Second Hand...

COMMENCAL

www.commencalcanada.com

Shimano frame battery integ.STEPS BT-E8035A 36V/14Ah(504 Wh)without b, 641.00 CHF

Slim designInternal designLife expectancy: approx 1000 full charge cycles, without significant loss of powerOnly necessary maintenance measure: clean and gr

www.velofactory.ch

This site suggests the difference is that it doesn't have a "hold". No idea what that means but probably worth checking before ordering.

 

[DrJohnnyFever74]

Shimano frame battery integ.STEPS BT-E8035A 36V/14Ah(504 Wh)without b, 641.00 CHF

Slim designInternal designLife expectancy: approx 1000 full charge cycles, without significant loss of powerOnly necessary maintenance measure: clean and gr

www.velofactory.ch

This site suggests the difference is that it doesn't have a "hold". No idea what that means but probably worth checking before ordering.

I'm thinking without the cover?

 

[Sherman]

The current Torque:ON for sale in Europe has different battery in specs than the model in Canyon US site (available summer/fall 2023). Maybe there is a new version of the bike coming out.

 

[DrJohnnyFever74]

I called Commencal who had the battery listed on their website. I asked them if they could confirm the measurement of the 8035a battery they sold before I ordered another one that ended up not fitting and they told me it was 35 cm. Bam! Winner winner chicken dinner. Already placed the order and should arrive late next week or early the week after. British Columbia --> Ontario. Quite the distance. Already started the return on the battery that didn't fit. This better be the last of the issues.

 

[JP-NZ]

I called Commencal who had the battery listed on their website. I asked them if they could confirm the measurement of the 8035a battery they sold before I ordered another one that ended up not fitting and they told me it was 35 cm. Bam! Winner winner chicken dinner. Already placed the order and should arrive late next week or early the week after. British Columbia --> Ontario. Quite the distance. Already started the return on the battery that didn't fit. This better be the last of the issues.

What a drama filled run you have been on... Any further news from canyon, or are you not speaking with them anymore?

 

[DrJohnnyFever74]

What a drama filled run you have been on... Any further news from canyon, or are you not speaking with them anymore?

An absolute drama filled roller coaster. After multiple emails telling them that I was unhappy with their decision, I also suggested that maybe they could compensate me for the price of a battery, I could buy one and they reimburse me, or they could find a Canadian supplier, buy it and have it shipped to me. The last response I got was this. Might as well just screen shot the email rather than type everything lol. See pics...

 

[SwampNut]

For anyone who wants the short version of Canyon's answer, it was this: "Get fucked!"

I don't know about Canada laws, but in the US this is well covered by things like the warranty of merchantability. Basically the assumption that product purchased must do what it's intended or promised to do. You can't sell a car without an engine or other basic parts. And people tried, which prompted the laws. I'd be shocked if Canada didn't have such protections. A seller also cannot make their problem your problem. IE, they should be negotiating with UPS and "make you whole." Another US legal premise when someone is liable to you.

I would initiate a credit card chargeback. I've had to do this a few times for vendor issues. The cards will always side with the cardholder, in my experience, and force the vendor to prove they did their part. In this case, you have proof that they did not. In one case, I had to do a chargeback for a set of off road lights that had no wiring harnesses. The vendor simply said they had run out, and that I needed to just cut off the existing connectors and wire it myself. Umm... no! The card company rep was as perplexed as me, and commented something like "how do they think that's legal?" I had my FULL money back in a couple weeks and they told me to do whatever I want with the lights.

 

[Bummers]

For anyone who wants the short version of Canyon's answer, it was this: "Get fucked!"

I don't know about Canada laws, but in the US this is well covered by things like the warranty of merchantability. Basically the assumption that product purchased must do what it's intended or promised to do. You can't sell a car without an engine or other basic parts. And people tried, which prompted the laws. I'd be shocked if Canada didn't have such protections. A seller also cannot make their problem your problem. IE, they should be negotiating with UPS and "make you whole." Another US legal premise when someone is liable to you.

I would initiate a credit card chargeback. I've had to do this a few times for vendor issues. The cards will always side with the cardholder, in my experience, and force the vendor to prove they did their part. In this case, you have proof that they did not. In one case, I had to do a chargeback for a set of off road lights that had no wiring harnesses. The vendor simply said they had run out, and that I needed to just cut off the existing connectors and wire it myself. Umm... no! The card company rep was as perplexed as me, and commented something like "how do they think that's legal?" I had my FULL money back in a couple weeks and they told me to do whatever I want with the lights.

Their email is very conclusive though, return for a full refund. CC company will tell you to do that first then get in touch if there's problems.

 

[SwampNut]

Their email is very conclusive though, return for a full refund.

Your definition of "full" and mine are different. Like I said, the buyer should be made whole. Cards in the US generally presume the shipper to be an agent of the seller, and the transaction is complete when the buyer gets a whole product. The FOB principle is used in business, but I see no evidence that it applies to consumer purchases.

In any case, the card complaint will light a fire under their asses. Or even the threat of it, because even if the buyer is wrong, the process itself incurs charges and a strike on the vendor record.

Source: I have a card account, and we've only ever had one chargeback, and it sucked a lot.

 

[Bummers]

Well if he has the same amount of money at the end of the process as at the start then I assume that's a full refund.

No harm in trying a credit card chargeback though.

 

[DrJohnnyFever74]

For anyone who wants the short version of Canyon's answer, it was this: "Get fucked!"

I don't know about Canada laws, but in the US this is well covered by things like the warranty of merchantability. Basically the assumption that product purchased must do what it's intended or promised to do. You can't sell a car without an engine or other basic parts. And people tried, which prompted the laws. I'd be shocked if Canada didn't have such protections. A seller also cannot make their problem your problem. IE, they should be negotiating with UPS and "make you whole." Another US legal premise when someone is liable to you.

I would initiate a credit card chargeback. I've had to do this a few times for vendor issues. The cards will always side with the cardholder, in my experience, and force the vendor to prove they did their part. In this case, you have proof that they did not. In one case, I had to do a chargeback for a set of off road lights that had no wiring harnesses. The vendor simply said they had run out, and that I needed to just cut off the existing connectors and wire it myself. Umm... no! The card company rep was as perplexed as me, and commented something like "how do they think that's legal?" I had my FULL money back in a couple weeks and they told me to do whatever I want with the lights.

I'm on hold with mastercard as I type this. There's no harm in trying.

 

[SwampNut]

I'm on hold with mastercard as I type this. There's no harm in trying.

Curiosity question: In Canada do you report this to MC itself? Or did you mean your card issuer/bank? Here we handle it via whoever issues the card, whether Visa or MC. IE, you talk to Chase for a Visa they issued and fund.

Well if he has the same amount of money at the end of the process as at the start then I assume that's a full refund.

Right but they said that the import fees are not their problem, so that's not "made whole." In the example of my lights, the vendor told me I could get a refund if I shipped them back on my own dime. Not a huge amount, but...no.

Here's a funny one, not totally related, but... A company double-shipped my company on an order. We notified them. They asked us to send the extra product back. I asked for a prepaid shipping label, and they said they have no way to do that, but to send them back. I said no, we're not paying for your mistake. They threatened to report us for theft if we kept them. LOL!!

 

[DrJohnnyFever74]

Curiosity question: In Canada do you report this to MC itself? Or did you mean your card issuer/bank? Here we handle it via whoever issues the card, whether Visa or MC. IE, you talk to Chase for a Visa they issued and fund.



Right but they said that the import fees are not their problem, so that's not "made whole." In the example of my lights, the vendor told me I could get a refund if I shipped them back on my own dime. Not a huge amount, but...no.

Here's a funny one, not totally related, but... A company double-shipped my company on an order. We notified them. They asked us to send the extra product back. I asked for a prepaid shipping label, and they said they have no way to do that, but to send them back. I said no, we're not paying for your mistake. They threatened to report us for theft if we kept them. LOL!!

Yes, i used mastercard, therefore I have to call them. They transferred me over to the dispute department. I've never had to file a claim but I imagine I will have to send them a copy of my invoice ( it clearly states on my invoice as "complete e-bike" not an "e-bike without battery". They will probably also want to see the conversation through email I've had with them. Then from there, who knows.

 

[SwampNut]

Oh, that's weird. I know MC is a big Canada thing. Here, you really can't contact Visa/MC at all.

My experience in the past has been that you just compile all the emails and files that you have, and add a narrative to explain it.