please keep us updated! and update about updates could be multiplied by the time zones! now it's uncertain
Important safety note from Canyon: the Spectral:ON CF / CFR and Torque:ON CF models may have damage to the battery
- Thread starter Arminius
- Start date
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- battery canyon ebikes
DeanBeanoTaylor
Member
I hope there's another update after that!
The website is now showing a form that allows you to claim a "partial refund" but there are no details if they expect you to send the bike back, or if this is just a goodwill gesture to compensate owners for the months they've been unable to use the bike?
Canyon have been absolutely shocking in terms of comms and clarity through this entire saga, I'll never allow another one in my household.
Edit: hilariously (not), trying to claim the refund through that form for my partner's bike (which is one of the affected ones - BT0004 battery, Torque:ON CF) gives this page:
So this is Canyon saying the bike is safe to ride, right?
Canyon have been absolutely shocking in terms of comms and clarity through this entire saga, I'll never allow another one in my household.
Edit: hilariously (not), trying to claim the refund through that form for my partner's bike (which is one of the affected ones - BT0004 battery, Torque:ON CF) gives this page:
So this is Canyon saying the bike is safe to ride, right?
DeanBeanoTaylor
Member
wowThe website is now showing a form that allows you to claim a "partial refund" but there are no details if they expect you to send the bike back, or if this is just a goodwill gesture to compensate owners for the months they've been unable to use the bike?
Canyon have been absolutely shocking in terms of comms and clarity through this entire saga, I'll never allow another one in my household.
Edit: hilariously (not), trying to claim the refund through that form for my partner's bike (which is one of the affected ones - BT0004 battery, Torque:ON CF) gives this page:
View attachment 151649
So this is Canyon saying the bike is safe to ride, right?
Ive just completed the form and I have been offered a partial refund of a whopping £311. That's for a Spectral: ON CF9 purchased November 2023 which is RRP at £6,999.
Its hilariously insulting
I managed to battle past their cr4p website and I can top that!
Torque:ON CF Roczen, purchased mid July 2024 for just north of £8k, they've offered a whole £373
. Absolute bunch of clowns.
DeanBeanoTaylor
Member
Unbelievable!I managed to battle past their cr4p website and I can top that!
Torque:ON CF Roczen, purchased mid July 2024 for just north of £8k, they've offered a whole £373
Careful check if you have any other consumer rights protectionI managed to battle past their cr4p website and I can top that!
Torque:ON CF Roczen, purchased mid July 2024 for just north of £8k, they've offered a whole £373
it was just a message from one user with one screenshot, and noone received the same, or i didnt see...
The wording in Canyon’s offer made me laugh….”to show our gratitude we’re offering a partial refund” ….. as opposed to saying sorry we supplied a product that does work etc, you’re not able to use it….. you’ve been unable to make any alternative plans …. We’ve missed our own communication timescales…..
I think Canyon have let their customers down
I think Canyon have let their customers down
This "partial refund" appears to be a payment to cover the time the bike has been unusable -- the numbers roughly line up with the 1/72 calculation, but they've pro-rated it to the very day that the notice was sent out.
Using @DeanBeanoTaylor as an example, purchase price of the bike £6999 / 72 = £97 a month.
£97 a month / 4.3 = £22.55 a week (I'm using weeks because I cba to count the days).
There are 14 weeks from the start of Nov to the start of Feb, 14 weeks * £22.55 = £315. He was offered £311 which is pretty close.
So it looks like Canyon are expecting people to be able to use their bikes again from the start of Feb. When you go through the partial refund form it asks for your address so they can ship a "fixing kit" (ffs, you'd think they could employ a copywriter) so I'm guessing they have some solution that can be retrofitted by the customer.
DeanBeanoTaylor
Member
It has to be a new battery at least as they've advised us to dispose of current ones
Be warned that this is probably a trap such that if you do agree to this you may compromise your legally enforceable right to a product return for a full refund as defined in so-called "Lemon Laws" applicable in your legal jurisdiction. Recommend talking to a lawyer before accepting any of the above 'offers'. Am now out of this thread.
Whilst Canyons approach to provide pavements for the unavailability of the bikes is in principle a good step forward…. There’s a but….its impact is to erode the residual value of the bike if you end up returning/ rejecting the bike.
It would have been more positive if they’d described the payment as
Ex Gratia as it should be a goodwill payment
Ernesto Tamayo
New Member
This is what I don't get it:
What is the purpose of this offer and what is reason for it?
What is a partial refund?
By accepting any of either options, that is all I get refunded?
Are the offers are just for waiting two more months for a possible solution?
What happens if they don't find it.
They don't give a day, they are saying in February.
This is going for at least 4 months
This is part of what I asked Canyon few moments ago, I hope that they give a reasonable offer before I take it to a lawyer
What is the purpose of this offer and what is reason for it?
What is a partial refund?
By accepting any of either options, that is all I get refunded?
Are the offers are just for waiting two more months for a possible solution?
What happens if they don't find it.
They don't give a day, they are saying in February.
This is going for at least 4 months
This is part of what I asked Canyon few moments ago, I hope that they give a reasonable offer before I take it to a lawyer
JP-NZ
E*POWAH Elite
Hahaha FFS Canyon are a joke.
"Partial refund" they should admit they are at fault and fix the issue by refund or replacement. If I had one of these bikes and being told to wait to December, now wait till January for an answer in February is just taking this piss.
This is going to be a massive issue for Canyon going forward
"Partial refund" they should admit they are at fault and fix the issue by refund or replacement. If I had one of these bikes and being told to wait to December, now wait till January for an answer in February is just taking this piss.
This is going to be a massive issue for Canyon going forward
| Well we will see what they come up with. Email wasnt what i expected but really wasnt holding my breath. So as it stands, next correspondance will be Mid-January, and the fix February, or to quote Canyon "Current update" We’re on track to have a solution available for you by February 2025. Would it kill them to give us all an update with something more substantial, like what exactly they are doing to remedy the issue, or even potential solutions they are working on.
| ||
Lol, comedy.
I send them my bike back, currently is being in delivery. Once its delivered ill just ask them when my full refund will be performed.
I already miss the black friday deals because of this waiting and its a loss for me so i dont want to wait any longer for some unknown solution.
I clearly stated to them that the product I bought from them does not met what was stated in the ageement (purchase of fully functional product) and therefore i want a refund.
I send them my bike back, currently is being in delivery. Once its delivered ill just ask them when my full refund will be performed.
I already miss the black friday deals because of this waiting and its a loss for me so i dont want to wait any longer for some unknown solution.
I clearly stated to them that the product I bought from them does not met what was stated in the ageement (purchase of fully functional product) and therefore i want a refund.
txominsabin
New Member
I did return. Just a new Orbea Wild owner...
The Wild looks like a good alternative as a range extender is an option, Canyons usp was the battery size
Zed.
Active member
As much as I like the Torque:ON and I’m willing to wait a bit on the ‘fix’ I’m concerned about the lack of clarity about the warranty and it’s ticking away while we wait 
I bought a new Roczen in July and it’s just an expensive ornament now
I’ve not accepted the ‘partial refund’ yet and want more clarification
Also from what I’ve read, they've (Canyon) have not mentioned anything about new batteries as replacements…
Rich.
I bought a new Roczen in July and it’s just an expensive ornament now
I’ve not accepted the ‘partial refund’ yet and want more clarification
Also from what I’ve read, they've (Canyon) have not mentioned anything about new batteries as replacements…
Rich.
I got my spectral in the mega sale so even with a refund i wouldn't get something as good. I'll hang on to mine wait for the update and ride my other bike
DeanBeanoTaylor
Member
I'm kinda thinking the same as I got the Spectral:ON cf9 model for £5,200 down from the £6,999 RRP, so any partial refund above what they're offering currently wouldn't be sufficient enough to get a like for like replacement as that would be around £7k+
DeanBeanoTaylor
Member
Also they're not offering these buyback's as I've questioned it, so I'm unsure where this is coming from. That's in UK anyway. All theyre saying is that the recent small partial refunds are a 'good will gesture' and 'not a solution'
Mine was about 4k I think cf8 with VAT off it was extremely cheap, add in the reimbursement it’s a good deal. I’m sure it’ll be made right and I got another bike to ride until then
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