Trey83

I agree 100%. I typically buy local as I have with all of my previous bikes. I would have paid full price for the bike fit regardless of the outcome. It just doesn’t make sense to knowingly try to make the wrong size work. It was just a knee jerk reaction in a moment of frustration. I only went with the Canyon because they are a reputable company and I felt this spec Endurace was a great value. (Carbon, 105 Di2 for 2699 plus shipping).

you misread one of my posts. I ordered a small and the box and bike that showed up were medium. I am quite confident it was a mistake.

mstateglfr 

Oh good point, a bike shop has never pushed a customer into buying a bike in stock vs ordering one in the correct size. And a bike shop has never pulled stock parts off a bike to swap for something else, and then replaced with lower spec. ***

I could go on and on, or we could agree that people make mistakes, whether they work for a DTC brand or in a shop.

bbbean 

Wow, you've had some terrible experiences. I've been in and out of bike shops since the 1970s, and have never had that kind of experience.

Of course, even if you do find a bad bike shop, you do still have the option of test riding a bike or walking out the door empty handed if they can't give you what you want. If the shop simply makes a mistake, you can fix the problem right then and there.

PeteHski

I have no idea how you came up with any of these assumptions. I would simply take it at face value ie they accidentally shipped the wrong box. Anything deliberate seems highly unlikely to me.

PeteHski

Double post - deleted

Polaris OBark

I'm assuming they don't box them in San Diego, but I may be wrong.

I'm (obviously) speculating about the intentionality.

I was very familiar with the case where General Motors put Chevy engines in their Oldsmobiles deliberately, so I recognize that not everything is accidental.

PeteHski

Well you could never “accidentally” fit the wrong engine to a car. Equating that sort of mass deception with Canyon shipping the wrong sized frame to a customer is ridiculous.

To do something wrong deliberately you need a motive, which I presume GM had in their case. But I don’t see any motive for Canyon to deliberately ship the wrong frame size. So I would assume it was just a dumb mistake somewhere along the line.

Polaris OBark

The motive would be to sell a bike now, rather than later. I'm not suggesting that actually happened. I am speculating that it could have happened, in exactly the same way a LBS can push someone to buy a bike that is not their size so that they can move the inventory. (Canyon, to their credit, strongly discourages buying a bike that is not the recommended size.)

Nonetheless, Canyon made a mistake (or whatever), not the OP. That much is completely unambiguous. They should do something more than simply allow him to return the bike, get on a waiting list, and meanwhile have him hope that they don't find a scratch on the frame or some other reason to deny him a full refund.

PeteHski

I don’t think Canyon are that desperate to shift stock, or dumb enough to think sending the wrong size without warning might actually work. It’s a bit different at the LBS when there is a sales guy trying to convince you that the bike they have in stock is the right size, even if it isn’t. Of course a reputable shop wouldn’t do that either.

I’m also going to bet that the OP gets a full refund unless they took a baseball bat to the frame out of frustration.

Polaris OBark

OK, I am not asserting that this is the case. Somewhere back there, you or someone said it was implausible. It is not. It might very well be wrong. If it is right, I doubt it was a decision made by the CEO and board of directors.

It is odd that we are asked to give Canyon the benefit of the doubt, when Canyon seems a bit reluctant to give the benefit of the doubt to the OP (but it sounds like they came around). The part about the return inspection is what would have annoyed me.

Hopefully you are right.

They treated us well (once we got past the phone tree).

Polaris OBark

I have. I wound up giving the bike away to my kid's (starving) flute teacher. It has put me off Trek, and prior to that I was a customer since near the beginning (1981) and a slobbering fan.

I don't think it is that infrequent in a high-pressure sales environment. I "should have" known better, but they worked their magic.

Camilo

Interesting argument. On par or exceeding the normal BF 'Argument Room" tradition. I TOLD YOU ONCE! One speculator arguing with another and another. But I have skimmed most of it (mostly to find out about the OP's actual customer service experience), so what does that say about me?

tomato coupe

Actually, you stated that it was more realistic that Canyon tried to do something underhanded than it was that they made a simple error.

PeteHski

That's what I thought was absurd. The idea that someone at Canyon made a conscious decision to ship the wrong frame just to make a sale is laughable. But I always underestimate the level of cynicism in the world today.

PeteHski

It is far more odd to suggest it wasn't a simple mistake in this case. But I suppose Occam's razor is less fashionable than conspiracy theory.

I also missed the part where Canyon were doubting the OP's claim that they sent the wrong frame? A return inspection would be a pain, but not unexpected on a $3k item. I could have predicted that from my own experience of returning high value items for whatever reason.

This is the small risk you accept when buying direct, but with a little patience things can usually be sorted out. The only problem I see in this case is lack of stock in the correct size, which could potentially lead to a lengthy delay. Canyon stock has been very patchy over the last few years, with inventory selling out very fast. I don't know if this is still a problem now.

thin_concrete

Thanks for clarifying. I did misread it.

Trey83

I just dropped the bike off with FedEx. Now I am off to a few LBS to see if anything catches my eye.

tomato coupe

The situation is really no different than with an LBS. If you called the LBS and told them they gave you the wrong item, they wouldn't issue a refund until you brought the item back.

Trey83

Well I will keep the thread updated with the return process but I will not be purchasing another Endurace for the time being. I looked at 4 LBS’s today and came home with a Giant Defy Advanced 1. Not nearly the value of the Endurace but the shop that I purchased from offered amazing customer service and the bike was really impressive on the test ride.

bampilot06

Congrats on the giant!

PeteHski

I have both a Giant Defy (Advanced Pro 2) and an Endurace ( CF SL8 Etap) and the fit is almost identical in my size L. I have to say I prefer the Endurace, but mainly because it has a higher component spec. They ride much the same otherwise. Sounds like you got a good deal. Enjoy!

bbbean 

Congrats! Well done.

ussprinceton

could you please post pictures of your new Defy?

Polaris OBark

Occam's Razor asserts that all other things being equal, we should favor the hypothesis with the fewest ad hoc assumptions.

Perhaps it is an ad hoc assumption for you to assume Canyon will behave differently from other businesses, such as LBS and GM.

teejaywhy

You're just going all in with this aren't you.