RLBiker
New Member
Hi everyone, I am about to become an emtb owner... soon... hopefully...!
Took advantage of the festive delivery offer from Canyon and ordered a Spectral:On back on 3rd December. Possibly got the last 2018 model (I preferred the Fox/SRAM spec), although they seem to have come back in stock in a few sizes. Website said it would ship 3-8 dec. Order confirmation said 10-14 but hey that's just a week, still arrive by xmas right? Wrong.
Bike supposedly shipped on the 14th. DHL tracking says is arrived at the Koblenz DHL terminal and here we are 13 days later, it is still there with no movement, no updates, and not a word Canyon.
They are living up to their legendary customer service reputation by politely and kindly failing to give me any useful update or info on what is happening with my bike.
I've chased DHL freight using the number provided on another forum post - I spoke to Sue on 01543 525008 who was very helpful but hasn't managed to update me just yet. Fingers crossed she might be able to tell me why my consignment is running late.
Canyon UK said Canyon Germany are closed but they've sent an email. I spoke to Michelle who also insisted that at least 2 weeks is an optimistic delivery time for an emtb (battery - dangerous goods - paperwork and complexity), although in a previous email a Michelle had said 7-10 days (maybe there is more than one Michelle?). I pointed out that it's a little difficult now to trust what they are telling me as the story has changed a few times already.
I called Canyon Germany who it turns out were actually open and again sounded very polite and helpful. They first said the bike has only made it from the factory to their HQ, and they are very busy with back orders, but when I pointed out I have a tracking number they confirmed it is actually with DHL at Koblenz but could not really explain why it has been there for 13 days with no movement. The dangerous goods topic came up again, this seems entirely likely as a cause for a delay but this isn't the first emtb they've sent right? I suspect something else is amiss but Canyon dont want to tell me! They insisted the necessary paperwork for the battery has been completed and the delay can only be due to the busy time of year. At this busy time of year I would be surprised to find DHL could cope with having large boxes blocking up their depots for 2 weeks at at a time.
The misinformation and doubt is killing me at the moment, this has been a very stressful bike purchase and its worrying to have a £4500 dent in my bank balance to a company who are so unable to tell a straight story or communicate internally. I am holding onto the excellent reviews of the bike by those who have finally gotten their hands on one!
The 'Two minds' thread in newbies gave me some interesting if worrying reading.
Is anyone else on here is in a similar fix and waiting for a Canyon emtb? I would be interested to hear what you have been told if anything!
Took advantage of the festive delivery offer from Canyon and ordered a Spectral:On back on 3rd December. Possibly got the last 2018 model (I preferred the Fox/SRAM spec), although they seem to have come back in stock in a few sizes. Website said it would ship 3-8 dec. Order confirmation said 10-14 but hey that's just a week, still arrive by xmas right? Wrong.
Bike supposedly shipped on the 14th. DHL tracking says is arrived at the Koblenz DHL terminal and here we are 13 days later, it is still there with no movement, no updates, and not a word Canyon.
They are living up to their legendary customer service reputation by politely and kindly failing to give me any useful update or info on what is happening with my bike.
I've chased DHL freight using the number provided on another forum post - I spoke to Sue on 01543 525008 who was very helpful but hasn't managed to update me just yet. Fingers crossed she might be able to tell me why my consignment is running late.
Canyon UK said Canyon Germany are closed but they've sent an email. I spoke to Michelle who also insisted that at least 2 weeks is an optimistic delivery time for an emtb (battery - dangerous goods - paperwork and complexity), although in a previous email a Michelle had said 7-10 days (maybe there is more than one Michelle?). I pointed out that it's a little difficult now to trust what they are telling me as the story has changed a few times already.
I called Canyon Germany who it turns out were actually open and again sounded very polite and helpful. They first said the bike has only made it from the factory to their HQ, and they are very busy with back orders, but when I pointed out I have a tracking number they confirmed it is actually with DHL at Koblenz but could not really explain why it has been there for 13 days with no movement. The dangerous goods topic came up again, this seems entirely likely as a cause for a delay but this isn't the first emtb they've sent right? I suspect something else is amiss but Canyon dont want to tell me! They insisted the necessary paperwork for the battery has been completed and the delay can only be due to the busy time of year. At this busy time of year I would be surprised to find DHL could cope with having large boxes blocking up their depots for 2 weeks at at a time.
The misinformation and doubt is killing me at the moment, this has been a very stressful bike purchase and its worrying to have a £4500 dent in my bank balance to a company who are so unable to tell a straight story or communicate internally. I am holding onto the excellent reviews of the bike by those who have finally gotten their hands on one!
The 'Two minds' thread in newbies gave me some interesting if worrying reading.
Is anyone else on here is in a similar fix and waiting for a Canyon emtb? I would be interested to hear what you have been told if anything!
