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

[DeanBeanoTaylor]

Yes I was emailing them every few days asking for a refund. A new battery wasn’t an option in my mind no way it could be properly tested in a short space of time.

I have to agree, I've been thinking the same recently even a new battery could fail. Such a shame as its a great bike i love it. Do you have an email address that you've been in contact with please?

 

[juzeppe]

I have to agree, I've been thinking the same recently even a new battery could fail. Such a shame as its a great bike i love it. Do you have an email address that you've been in contact with please?

The site has a form, from which you can start the communication. After they reply, you can continue the thread.

 

[Mikerb]

Re cost to Canyon for buybacks the costs a bike may been 6k to the buyer but significantly less to Canyon......and they can re sell buybacks as used bikes with a fix for the battery problem at a later date. If there is no guaranteed fix in the short term , buyback may be their cheapest option.

 

[Weeksy]

Email from Canyon UK

View attachment 151306

Massively impressed by Canyon with that. Not many would go down that road that's for sure. It's a bloody shame, but if they do that for everyone, then it's hard to argue with.

 

[Mikerb]

Ps...."buyback" sounds different to "refund".....the former being based on a valuation possibly related to age and condition...the latter infers refund of purchase price.

 

[Lexle]

Seems fair but for people that have done upgrades is it going to be an issue if they do not have the stock parts?

I imagine is you bought a way more expensive fork and sold the stock stock one you would be in a pain. Or just random buy a used similar one?

Seems like they would strip the bike and sell the parts, wdyt ?

Currently the market for used parts is as low as never before..

 

[Weeksy]

Look at it this way.... If the owners were selling their 22 Spectral, would they expect to get £4000+ for them.... heck no... So it's a win really isn't it.

 

[juzeppe]

Look at it this way.... If the owners were selling their 22 Spectral, would they expect to get £4000+ for them.... heck no... So it's a win really isn't it.

lets wait when other countries, not only UK will get their advises

 

[sluette]

lets wait when other countries, not only UK will get their advises

someone on emtb-news.de stated 6.12. for gemany...

 

[irie]

someone on emtb-news.de stated 6.12. for gemany...

The above link says:

 

[sluette]

no, it is linked just one post above from 12.13 User gosing:

"Canyon hat mich heute telefonisch (vmtl über nen Outbound Callcenter Dienstleister) erreicht, und von sich aus nächste Informationen am FR. 6.12. versprochen."

"Canyon contacted me by phone today (presumably through an outbound call center service) and proactively promised further information on Friday, December 6th."

 

[irie]

no, it is linked just one post above from 12.13 User gosing:

"Canyon hat mich heute telefonisch (vmtl über nen Outbound Callcenter Dienstleister) erreicht, und von sich aus nächste Informationen am FR. 6.12. versprochen."

"Canyon contacted me by phone today (presumably through an outbound call center service) and proactively promised further information on Friday, December 6th."

Akku-Probleme bei Canyon Spectral:ON und Torque:ON: Diese Canyon E-Bikes sollst du nicht mehr nutzen

Akku-Probleme bei Canyon Spectral:ON und Torque:ON: Diese Canyon E-Bikes sollst du nicht mehr nutzen Wichtiger Sicherheitshinweis von Canon: die Modelle Spectral:ON CF / CFR und Torque:ON CF können Schäden am Akku aufweisen. Die Koblenzer bitten darum, bei betroffenen Rädern diese umgehend...

www.emtb-news.de

 

[Winford]

Why should they be backed by Shimano?

Canyon did the batteries with Trendpower

So they are not responsible for anything like design or quality issues…

Shimano covers the powertrain, because its all designed by shimano. Canyon buys the powertrain from Shimano. The shimano warranty tag is on your battery. Did canyon design the motor and wiring and battery? yes Its like the wiring, shimano used Rosenberger connections and outsourced that, the same way they outsourced the battery. Canyon did not design the rims on our bikes. DT Swiss did. Canyon did not design the motor, shimano did. Cayon did design the shape and told Shimano to fit their powertrain in the bike. Here is where the BS stops. The battery is covered by Shimano for warranty reasons. Canyon has to deal with the problem, because they so9ld us the bikes. So either Shimano replaces the batteries, or Canyon buys back the bikes.

 

[Lexle]

Shimano covers the powertrain, because its all designed by shimano. Canyon buys the powertrain from Shimano. The shimano warranty tag is on your battery. Did canyon design the motor and wiring and battery? yes Its like the wiring, shimano used Rosenberger connections and outsourced that, the same way they outsourced the battery. Canyon did not design the rims on our bikes. DT Swiss did. Canyon did not design the motor, shimano did. Cayon did design the shape and told Shimano to fit their powertrain in the bike. Here is where the BS stops. The battery is covered by Shimano for warranty reasons. Canyon has to deal with the problem, because they so9ld us the bikes. So either Shimano replaces the batteries, or Canyon buys back the bikes.

That would be funny because Canyon would be the only Company that Uses their own batteries and source them via Shimano. Can you please send this warranty mark pic?

 

[Winford]

Can you please send this warranty mark pic?

its a QR code/sticker on your battery. I have had shutting off issues on my bike, and Shimano already replaced the motor once, and wiring Rosenberger connection twice, and Canyon actually sent me the pictures of the QR code that belonged to my battery flat telling me its a Shimano problem. I deleted after shimano replaced my ep801.

Canyon would be the only Company that Uses their own batteries

Its not a Canyon battery, they outsourced that to Shimano. That way they were only responsible for the frame failures.



On a side note, we sold a lot of these to friends, we are tied to motorcycle royalty. One of our friends bitched to Canyon, and they said they would start the buyback process. We are in USA. So what I see is that squeaky wheels are getting greased with the buy back. QUESTIONS are they going to use the 1/72 formula X months used, and pay us cash and have us dispose of the bikes. Or will they send out shipping containers with prepaid return postage? Im with the rest of us, but will wait to hear what they tell us on the 8th

 

[Lexle]

funny, I work in the Ebike System Industry and that is the first time I hear that constellation. Who is the named manufacturer of the battery on its label?

If it is really Shimano canyon can be happy and take all bikes back and send the total invoice to Shimano..

 

[sluette]

Cube?

 

[irie]

Would I ever buy a Canyon bike? Nope.

Would I ever buy a bike with a Shimano motor? Nope. (Anybody's guess who the battery is manufactured by.)

 

[Lexle]

Cube?

Already edited

 

[Lexle]

its a QR code/sticker on your battery. I have had shutting off issues on my bike, and Shimano already replaced the motor once, and wiring Rosenberger connection twice, and Canyon actually sent me the pictures of the QR code that belonged to my battery flat telling me its a Shimano problem. I deleted after shimano replaced my ep801.

Its not a Canyon battery, they outsourced that to Shimano. That way they were only responsible for the frame failures.



On a side note, we sold a lot of these to friends, we are tied to motorcycle royalty. One of our friends bitched to Canyon, and they said they would start the buyback process. We are in USA. So what I see is that squeaky wheels are getting greased with the buy back. QUESTIONS are they going to use the 1/72 formula X months used, and pay us cash and have us dispose of the bikes. Or will they send out shipping containers with prepaid return postage? Im with the rest of us, but will wait to hear what they tell us on the 8th

On the Battery Trendpower is the labeld Manufacturer I do not find any hint of shimano

 

[irie]

On the Battery Trendpower is the labeld Manufacturer I do not find any hint of shimano

Well, that is interesting.

Trend Power | Reputable HK Toy Manufacturer

Looking for a reputable toy manufacturer? Click the link to find out more!

www.trendpower.me

 

[giles12212]

Hopefully they will get it sorted soon. Purchased mine using Cyclescheme so I'm a bit unsure of how a refund would work in the event of buyback.. Would maybe do an exchange for a bike with a different drive system on.

 

[divit]

What is Section 75? It's part of the Consumer Credit Act 1974 that means your credit card provider is jointly and severally responsible for any breach of contract or misrepresentation by a retailer or trader.
This maybe a route for thoughs living in uk. I bought my Torque cf 8 about a month before the battery recall notice on my credit card, always use my card for big purchases. If i dont get a satisfactory resolution from Canyon and associated companies regarding battery, will head down the road of section 75. Its a pity, as i love the bike.

 

[Winford]

On the Battery Trendpower is the labeld Manufacturer I do not find any hint of shimano

qr code is shimanos. just passing on what canyon told me when i told them it could be a battery issue. I wated my problem fixed. They told me its a shimano covered product, and sent me pictures of the shimano qr.

 

[Winford]

If it is really Shimano canyon can be happy and take all bikes back and send the total invoice to Shimano..

not that easy, lawyers are involved and discussions between the two are probably ongoing. Factually shimano covers the battery warranty. Per my local Shimano service shop. They replaced my wiring from motor and Rosenberg connection.

Its like this, if a manufacturer defect is found on your whole drivetrain, it is a shimano issue, and any problems, canyon refers you to a shimano authorized service center. I have already been there done that. You have shimano cassette, chain, chain ring, motor, wiring, battery, brakes, computer, computer wires, shift levers, cables. Canyon only gets involved if you have a frame problem.

No canyon will not be happy, they are getting stuck with the bill, and refunding money on their part of the bikes that had no fault. My buddy is getting a refund for 2 bike she bought 4-5 months ago. Not determined an amount yet. Just told by canyon he is approved for the return process and that team will contact him. Who knows what takes place between closed doors with shimano and Canyon.

 

[Winford]

Well, that is interesting.

but non sequitur, because he does not know the facts. Battery is factually covered by Shimano. Canyon farms parts out. Its how they and other manufacturers all build bikes, less a few companies. Rims fail and DT Swiss has to fix it, drivetrain and brakes fail fails and shimano has to fix it, period. Crack a frame, and Canyon will tell you its not covered, stop jumping so hard and quit fking your bike up

My bike was shutting off midride, always coasting down a hill, or coasting on level ground. 2 to 6 times every battery. 4000' of climbing and 30 mile distance. Canyon sent me to a Shimano authorized service center in my town. The Shimano Service center who knew nothing about canyons or what was covered, said the batter would not be covered by shimano on my canyon. To which i emailed canyon who replied with the two pictures of my battery and its QR codes. Service center said oops our mistake, it is a shimano covered product. So to fix the problem shimano replaced my wiring and rosenburger connection. Problem persisted, two weeks later shimano replaced my motor, 2 weeks later shimano authorized another wiring harness. Thats where we are at now. But I found out that the culprit was water. These bikes dont like water, and if you ride a wet area, you will get these shut off issues. Had I had a battery issue, shimano would have replaced it.

side note, have ne friend with a new 2 month old spectral on, and he never got a battery safety notice. If this is true, and we can still get these batteries, id keep my bike. Im setting KOM and getting trophies on strava in the endurance capitol of the world

 

[irie]

@Winford

Under both UK and EU consumer law the purchase contract of the product is, unless explicitly otherwise stated, solely with the seller and the seller is thus solely responsible for the performance of the product.

I do not know if consumer and contractual law is or is not different to the above in your legal jurisdiction which appears to be California, USA.

 

[Gspot]

I am in the USA and the form does not list my country? Anyone know how to start the process in the USA? Winford? Did you receive the buyback option?

What if you bought a spare battery?

 

[Straker]

I think the proposed buy back solution by Canyon is a reasonable approach, if the age is calculated minus the stop note alert.

I’m interested to see if there’s an alternative option from Canyon tomorrow? I would just like to have sufficient information to make an informed choice….. money and run or a technical fix?

Any choice would depend upon timelines, warranty implications….. I’m saddened as I really like the bike especially after the motor software update.

 

[Ribinrobin]

Still interested what would happen for bike back option for those of us who have change components and no longer have the stock parts. Not sending mine back with a zeb on it