tomato coupe

I quoted you verbatim. Everyone can read the post and verify that.

You're just throwing s%#^ at the wall at this point.

Polaris OBark

I quoted myself verbatim directly above, and in context. Your quote was out of context, which speaks volumes about your honesty.

Do you work for Canyon, Spiro?

tomato coupe

As stated, you're just throwing s#&% at the wall at this point. Everyone can read your posts and see the context of your statement(s). End of story.

PeteHski

He dug a pointless hole and then just kept digging.

It's so obvious that Canyon accidentally f**** up the shipping order rather than some deliberate act by a rogue employee or some ludicrous company policy of just shipping the nearest size in stock. But let's not forget that GM deliberately put different engines in their cars, so that obviously makes it a "realistic" possibility. Companies obviously never ever make simple shipping errors and if they did they would issue a refund before seeing the item returned. Not in my world.

PeteHski

I'm going to take a wild guess that he doesn't work for Canyon. Am I right?

sfrider 

This is pretty lame; to start with they should pick up expedited shipping on the replacement. Yes, it's expensive for something this size, but humans make mistakes and when they do correcting it is simply part of the cost of doing business. This is why every business has processes, to reduce the opportunity for human mistakes and hence costs. Obviously they can't ship you an S if they don't have any on hand, but they could see if they have the next up model in S in stock and offer that. Or get a special shipment expedited from the factory. Canyon is not a sketchy low-margin fly-by-night operator, they can do better than than to merely pick up standard shipping for the replacement. I mean, WTF. It's also entirely possible the service rep you had on the horn can't authorize this, or doesn't know if there's a more organized remedy in the works as it doesn't seem to be a one-off, so maybe ask to speak to their manager.

SpedFast

I wonder if the Canyon rep had known how many people on a bike forum were going to be watching their customer service in action if they might have been a little more forthcoming. I'm not disputing their position, just saying.

Trey83

Hard to say. However, companies should realize that there are countless social media platforms and it doesn’t take a big time YouTuber or other platform to cost them some sales if they don’t respond appropriately. There was at least one other member that said they were considering a Canyon before this thread. I don’t even intend for this to be a Canyon bash thread. I would still consider purchasing a Canyon in the future but I would be lying if I didn’t say this experience would be in the back of my mind as I weighed the options.

Camilo

And typical fodder the endless BF arguments among strangers who evidently have a need to be right and convince strangers that they are. People who often are knowledgeable and pleasant forum members who seem to have otherwise complete lives and healthy relationships, but also seem intent on proving otherwise.

teejaywhy

Not understanding what was less forthcoming? What was their position that was less than satisfactory?

teejaywhy

They DIDN'T tell him that. You made that up. As you have made up every other "what if" scenario in this thread.

SpedFast

You misunderstood my comment. I wasn't saying the way they handled the problem was unsatisfactory. I was just wondering if they would have handled the situation any differently if they knew that it was being followed on a popular bike forum. This is a popular bike forum, right?

Camilo

How should they have handled it better? They are paying for the return, and as soon as they get the return (iow, inspect that the bike is actually returned and not damaged by the sender), they will refund the money. Seems like a reasonable policy to me.

SpedFast

Items I have had to return in the past with different sellers have issued full refunds almost immediately after receiving confirmation that said item had been accepted by carrier. They might have physically checked inventory in warehouse for correct item and shipped immediately if available. Or offered a heavy discount for buyers inconvenience and patience. Offered an upgrade at no additional cost. Lots of things they could have done over and above standard operating procedure. It was their screw up, own it.
With that said, I'm not disputing their handling of the problem. It's SOP, period.

datlas 

Should we retitle this "New Bike Day THREAD Goes Wrong??"

Would appreciate an update from OP on how it's going.

Trey83

The gentleman I spoke with last week was supposed to check into an ETA of when the bike would be available to reorder. No one has followed up since the initial contact aside from the email containing the return shipping label.

Another thing I felt was slightly odd was their offer to refund the shipping on the second bike. Free shipping wasn’t a terrible offer to compensate for the mixup but he said I would have to place the new order and pay the shipping on the replacement bike and then I could follow up with them and get the shipping refunded. If you are going to offer fee shipment to compensate for my inconvenience then why further inconvenience me by forcing me to request another refund rather than just giving me free shipping in the first place? I would think they could issue a discount code for the $100 to make things easier.

I understand it’s all their operating procedures. However, it’s worth noting that Canyon doesn’t care if the mistake is theirs or not. You will be treated just like someone who got buyers remorse and decided to return the bike.

Trey83

FedEx tracking says the bike should arrive at Canyon today. I wasn’t able to get it to my nearest FedEx location till Thursday which was my first day off since the mixup. No follow up on Canyons side other than the RMA shipping label.

I have since purchased a Giant Defy from a LBS so I won’t be pursuing another Endurace for the foreseeable future. I will keep the post updated with the return process though. See post 116 for additional details.

eduskator

Time lost. Money lost. We live in an era where customer experience (from A to Z and after-sale service) is ultra important to attract and retain customers. The bicycle market is highly competitive.

In this specific example, free shipping (or a 100$ rebate if you'd like) on the 2nd bike was offered as a courtesy and as an apology for the mix up. OP didn't find it was enough and ended up giving his money to another (and better, IMO) bike manufacturer.

End of the story = Canyon lost $ in shipping fees and a customer.

PeteHski

I think there are a few issues here going against Canyon. Firstly they don't physically have stock in the correct size, so that makes it hard to complete the sale. Secondly this is a German company with a limited US presence and no dealers, so I doubt customer service is as good as it would be in Europe. Stock levels are probably lower too with less spec options. That's the impression I get anyway from online chat about Canyon. Their customer service in the UK is very good IME, but I would be less inclined to buy from them in the US. I've heard more mixed reviews from the other side of the pond.

datlas 

Thanks for the update. Hope you enjoy the new bike!!

mstateglfr 

Bud, I read all your posts in this thread and then I read post 100 where you recap all your posts in the thread.
Your position/view is no clearer after reading post 100 than it was while I read all the posts as they were made.

I genuinely thought you were accusing Canyon of intentionally trying to swap a size M for a size S. I thought that since you said that.
You then created a bunch of other scenarios which largely walk back your initial claim of Canyon intentionally trying to hide a wrong size frame due to being out of stock for the correct size. But I honestly still don't know what your view is on this, since you have posted so many possible scenarios and then gone at people for recapping your scenarios.

Sy Reene

Not sure you've been on the Canyon site again recently, but their offer is a bit adding insult to injury?

TakingMyTime

Canyon has virtually nothing in stock. Especially if you're looking for an Endurace. I check the website daily and chat with them about once a week. No one there knows when new models will arrive so in some cases it's probably best to look somewhere else.

About 1 year ago I bought an Endurace CF SL from them. After receiving the bike there were several problems but Canyon addressed those problems and even paid for the shop to do the repair. Unfortunately after closer inspection there were some other problems that could not be repaired and I returned the bike. For the record they treated me like a king. There wasn't anything they wouldn't do to make the bike "right". But unfortunately there were several problems I was not willing to take a partial refund for and I returned the bike. I've been waiting 6 months for another one to be come available.

Sy Reene

It's not just stock levels, but also a number of models aren't even listed (even as out of stock) that are available on their worldwide site.
For the Endurace as an example, they list a $7900 SLX9 eTap, and the next lowest model is at $3k for the SL8 Ultegra mechanical. That's a big gap.

Meanwhile on Canadian site, there are other pricepoint options in between these extremes, such as SL8 Di2, SL8 Di2 Aero, SL8 Force AXS, SLX9 Di2. I'm not sure why a US buyer can't purchase from the WW inventory.. if they can ship to Canada, why not US?

TakingMyTime

Yeah, it's really weird and frustrating. I've been in touch with them in several other countries but they always defer to... "The US is its own market and we cannot cross ship". It's even got to the point where I've asked them how the US division can stay in business with only 1 or 2 models available. Even some of the overseas divisions are low on stock (but not as low as the US).