Originally Posted by
CliffordK
Talking to employees should trump the general notes on the web page, especially when there was further clarification
This is right. If the company won't back specific repeated assurances or promises made by their employees, any information you receive from any employee of the company cannot be trusted. *None of it.*
I'm in the market for a new bike. I've thought about buying one of their bikes. I was already on alert because Canyon's new trainer ads violate their own warranty. This new incident puts the company on my no-buy list.
In addition to working with your credit card company, I'd probably post to twitter. Companies nowadays monitor social media more than they would an obscure feedback forum. I'd probably emphasize that the company will not back up *any* promise made by *any* customer service employee.