Canyon - Aftercare and aftersales

[CrispyDesigns]

I'm almost convinced a Canyon Strive:ON is going to be the next bike I add to my bike shed alongside my Orbea Rise M20. I've always bought my bikes (analogue and electric) from bricks and mortar bike shops. My question and concern is what has your experience of buying from a 'Direct to customer' brand?

The good, the bad and the ugly...

 

[Jdog]

I owned Canyon and YT non ebikes before both brands had UK hubs and the customer service was good but had to send the bike back to Germany which was a bit of a pain. Now both companies have a UK HQ and Canyon has authorised partners around the UK (and Europe) so it's likely as close as bricks and mortar shops now.

www.canyon.com/en-gb/customer-service/repair-spares-warranty/bike-service-finder.html

 

[CrispyDesigns]

I owned Canyon and YT non ebikes before both brands had UK hubs and the customer service was good but had to send the bike back to Germany which was a bit of a pain. Now both companies have a UK HQ and Canyon has authorised partners around the UK (and Europe) so it's likely as close as bricks and mortar shops now.

www.canyon.com/en-gb/customer-service/repair-spares-warranty/bike-service-finder.html

That’s very good to know. Apart from deciding between the Strive and the Orbea Wild it’s the one barrier that has stopped me from ordering

 

[Jdog]

That’s very good to know. Apart from deciding between the Strive and the Orbea Wild it’s the one barrier that has stopped me from ordering

I too had this decision to make and originally ordered the Orbea Wild but had to cancel due to issues that you can see in this thread - Orbea Wild issues

I then ordered the Strive, much better experience and have absolutely no regrets!

 

[CrispyDesigns]

I too had this decision to make and originally ordered the Orbea Wild but had to cancel due to issues that you can see in this thread - Orbea Wild issues

I then ordered the Strive, much better experience and have absolutely no regrets!

Wow! That thread certainly highlights some problems in production and QC at Orbea and LL. LL are my local bike shop (the Long Eaton store). I bought my Rise through them. To give credit where it’s due the quality of service and PDI of the bike was very good. I’ve since done all my own work and servicing myself.
Sounds like the Canyon Strive:ON is firmly in top spot for my next ride

 

[yorkshire89]

Canyon make some really nice looking bikes. There's been a few stories of them being poor with warranty and rejecting what looks like manufacturing issues, usually saying that the bikes have been ridden on bigger stuff than what they are designed for.

The Strive:ON mentions that it should only be used on moderate jumps and shouldn't be ridden in bike parks. I find this a bit strange when they say it's ready for E-Enduro racing.
You might want to look at the Torque:ON if you were planning on riding it hard or on DH tracks regularly.

 

[Rob Rides EMTB]

Canyon make some really nice looking bikes. There's been a few stories of them being poor with warranty and rejecting what looks like manufacturing issues, usually saying that the bikes have been ridden on bigger stuff than what they are designed for.

The Strive:ON mentions that it should only be used on moderate jumps and shouldn't be ridden in bike parks. I find this a bit strange when they say it's ready for E-Enduro racing.
You might want to look at the Torque:ON if you were planning on riding it hard or on DH tracks regularly.

From Canyon:

WHAT DOES CATEGORY 4E APPROVED MEAN IN TERMS OF HOW THIS E-MTB CAN BE RIDDEN?

Anything short of downhill world cup courses, big bike park hits, and freeride cliffs are within Strive:ON’s capabilities. It’s dialed in for brutally tough enduro stages.

 

[yorkshire89]

From Canyon:

WHAT DOES CATEGORY 4E APPROVED MEAN IN TERMS OF HOW THIS E-MTB CAN BE RIDDEN?

Anything short of downhill world cup courses, big bike park hits, and freeride cliffs are within Strive:ON’s capabilities. It’s dialed in for brutally tough enduro stages.

Enduro races do often include DH/bike park tracks, so you would expect it should handle that.
The Spectral:ON is in the same 4E category

Spectral:on cracked frame, warranty replacement rejected by Canyon

Here's an interesting one. I noticed a creaking one day from the bottom bracket area of my Spectral:ON and on inspection there was a large crack in an odd place near the motor (photo at bottom). I sent it back to Canyon under warranty and they've rejected the warranty claim: Canyon's material...

www.emtbforums.com

I've had friends break chainstays on the Strive normal bikes (Category 4). Canyon refused to warranty it and would only offer crash replacement despite failing. Hopefully their warranty process has improved since then but it's something I'd consider.

 

[Rob Rides EMTB]

Enduro races do often include DH/bike park tracks, so you would expect it should handle that.
The Spectral:ON is in the same 4E category

Spectral:on cracked frame, warranty replacement rejected by Canyon

Here's an interesting one. I noticed a creaking one day from the bottom bracket area of my Spectral:ON and on inspection there was a large crack in an odd place near the motor (photo at bottom). I sent it back to Canyon under warranty and they've rejected the warranty claim: Canyon's material...

www.emtbforums.com

I've had friends break chainstays on the Strive normal bikes (Category 4). Canyon refused to warranty it and would only offer crash replacement despite failing. Hopefully their warranty process has improved since then but it's something I'd consider.

I remember this coming up before on other bikes too. If I remember even the Specialized Kenevo isn’t rated for bike parks

Cube 140hpc 750/Cracked frame???

Hey everyone,i need your help on this one.After i cleaned my bike and as i inspected it for dirt i came up to this image.The bike has around 350Km and it doesn't seem like the usual wear and tear.What do you think ?

www.emtbforums.com

And the Trek Rail is only rated Category 3

 

[Jdog]

Are Canyon the only manufacturer to specify this? I don’t recall the Trek or Specialized bikes I’ve owned having category’s for riding.

Can’t say I’m a fan of the manufacturer dictating what I ride.

 

[Jdog]

I remember this coming up before on other bikes too. If I remember even the Specialized Kenevo isn’t rated for bike parks

Cube 140hpc 750/Cracked frame???

Hey everyone,i need your help on this one.After i cleaned my bike and as i inspected it for dirt i came up to this image.The bike has around 350Km and it doesn't seem like the usual wear and tear.What do you think ?

www.emtbforums.com

And the Trek Rail is only rated Category 3

Well that answers that then

 

[Rob Rides EMTB]

Well that answers that then

Your Rail was only rated to jumps under 61cm

 

[Jdog]

Your Rail was only rated to jumps under 61cm

Purely a coincidence but I only jumped 60cm jumps on the 20 odd occasions I went to BPW anyway.

What can I step up to on the Canyon?

 

[yorkshire89]

I think the main difference is you don't see many posts of Trek/Specialized bikes breaking and them saying it's been ridden beyond it's capabilities and it's not their problem

 

[Rob Rides EMTB]

I’ve seen a few.

But warranty is usually decent like you say on Spesh / Trek

 

[Rob Rides EMTB]

can’t say I’ve ever had a canyon warranty claim though so no experience here. But Spesh for sure usually excellent on warranty.

 

[w2ge]

No problems with my Canyon Spectral ON and over 1500 miles. Had one small issue at the start with battery pack lock but that was my fault, Canyon didn’t really know what to do (thread on here regarding shimano battery lock breaking). Shimano however sent me free of charge a replacement lock and with above thread fixed it myself. Regarding service my local bike shop loves to see me, a bikes a bike to them and money is money.

 

[Cyclopath1000]

So is any bike with or without a motor actually warranted for use in a big big park with the kind of jumps I see videos of? There is even a big bike park build in conjunction with the city of Elk Grove , ca that I’ve been to with a friend who could ride it that seems to be pretty big. I’m too old to learn
New tricks because my body is already worn out. You guys still have years full of spills to reach my level of wear.

 

[drocho]

From what I see on FB groups, how Canyon make decisions about warranty claims is not consistent.. And for sure the biggest disadvantage is that they do not offer frame rear/front triangle as a separate part to buy. So If you have a crash and crack your rear triangle the only way to fix it is to buy entire frame set.. which is veryyyy expensive..

 

[Jdog]

I have an experience update.

My friend has a 2 month old Spectral On and today he's noticed the battery case crack that's been mentioned on the forum here. He contacted Canyon and sent pictures, they're sending out a new battery.

Personal experience, my Strive On Bosch charger didn't come with a UK plug adapter, I contacted Canyon they said order one online and they'll refund me.

2/2 so far.

 

[RobbieMcManus]

From what I see on FB groups, how Canyon make decisions about warranty claims is not consistent.. And for sure the biggest disadvantage is that they do not offer frame rear/front triangle as a separate part to buy. So If you have a crash and crack your rear triangle the only way to fix it is to buy entire frame set.. which is veryyyy expensive..

That's pretty weak of them then. You would expect at least the triangle to get sold / ordered for replacement cases. Even if they would ask the broken one back to control the use.
It's not like it would be logistically unmanageable. Build to order could work, even restricting to the current models.
Sad.