Anyone else getting hacked off with waiting for a Canyon?

[bonsaibilly]

Glad you at least got a bike and fwiw the Dale will be as good as any canyon.
BB

 

[Jumpingjalapeno]

Mate I'd be fit to be tied. I'm waiting for my less sexy but hopefully real life Merida. Hope you enjoy your cannondale!

OK, to add to this thread, here is my story, sorry for writing an epic - but if you are thinking of buying from Canyon, you may want to read it.

I placed an order on the 18th August, within minutes of the 2016 bikes being announced. I actually wanted to place an order in March but they were sold out of my size. The date quoted for delivery was the week starting 21st September - so just a month wait.

On the 16th September I got an email announcing a 10 week delay due to 'supply of components'. I was not a happy bunny, but was prepared to wait as the bike was the perfect spec for me.

On the 20th October - yet another email this time no new delivery date, but containing waffle about communication issues and the move to a new factory.

29th October and 30th October - 3 despatch emails that looked very weird but a package turned up. Unfortunately it contained just two water bottles which I was charged for.

31st October - a 'whooops email' blaming their new I.T. system. At this point I tried talking to Canyon on pretty much a daily basis trying to find out what was going on. Nobody could help at all, no information at all on the order.

4th November - a bulk email from the CEO to all affected customers basically saying sorry, but offering no solution or timescale on the order and stating that customer services will have no idea either.

14th November - another 'we have not got a clue' email from the CEO. This time saying that in between 7-10 days they will have a clue

24th November - thanks to @jay clock I sent an email to the CEO, this got passed on to his secretary. At last we were getting somewhere. Howeever, we did not get too far. Over the next few days emails went back and forth.

27th November - I was told that there was a 'priority meeting' to discuss the topic scheduled for the 30th.

30th November - Some news!!! There is no way my bike would be ready until the end of February - more than 6 months after it was ordered. I was offered a 10% discount.

1st December - I bought a Cannondale, picking it up at the weekend. Despite stories of squeaky BBs and yet another new BB standard - at least it is a bike that exists.

 

[Milkfloat]

Cannondale is now hanging in my garage, it seems the Canyon is still a figment of someone's imagination.

 

[Penski]

Edit: So the situation has changed considerably for the downhill since I made this post. You can find the latest on page 9 or by clicking here
I'll add my experience into the mix.

Also made my order for a Spectral as soon as the 2016 models were announced on 18th of August. Expected delivery date was 21-28 September. I paid via bank transfer mid September.

On the 17th of September, I received a 'shortage of components' email. I contacted them, and they said they would have more information after their move to their new facility on the 5th of October. I didn't hear anything, so I contacted them again, and they said dispatch should be very soon.

On the 20th of October I received a new email apologising for the delays, explaining that their move to new premises had experienced some issues, and that their new IT system was soon to be up and running. On the 23rd of October, I received a new order confirmation that stated delivery to be week starting 28th of October. I contacted them again and they say my delivery/dispatch was imminent.

Their systems don't seem to be giving them too much information at this stage...the UK support guys (as friendly and as helpful as they are) generally just never had the information to be able to provide any decent updates.

On the 30th of October I receive a new order confirmation which states a dispatch date for January the 4th!!!!!!!!!!!! I am of course shocked, so I contact them immediately and they say that this latest update is incorrect and was sent to everybody by mistake. The following day I then receive an official email saying to disregard this order update:

Important information regarding your order


Please disregard the order confirmation you received from us yesterday. If a payment request accompanied this confirmation, please also disregard this request. In case you have already submitted payment for your order via a link (credit card, PayPal, Ideal), rest assured that your payment method will not be charged until the time at which your order ships.


During the transfer of orders from our old system into our new system we experienced critical failures. This had the unfortunate consequence of releasing over 10.000 orders that, for the most part, contained misinformation. We have already begun reworking all orders into our new system, and you will receive an accurate order confirmation from us within 2 weeks.


Since the 22nd of September we have been deeply involved in the implementation of our new SAP software system. During the course of this implementation we have encountered enormous difficulties, and we are working day and night to resolve these issues. Please accept our most sincere apologies for any inconvenience we have caused you. We value you as a customer, and we are grateful for your continued understanding.


Your Canyon Crew


This message was created automatically, please do not reply.

At this point, the UK support guys...having clearly been messed around by the motherland and lack of progress, start to say that they cannot provide an accurate date at the moment, but their system will be up and running soon and should be able to do so then.

On November the 4th, I receive a 'personal message from (CEO) Roman Arnold' apologising for the delays and explaining it on the facility move and new IT system:
(Sorry Roman, I hope you don't mind me sharing your personal message)

Dear Friend,


I am writing to apologize personally to you for the delay of your order and the lack of service that we are able to provide you at this time. The level at which Canyon is currently performing could not be further from the standards we as a company, and as avid riders, strive for. Our goals are to build the best bikes in the world, and to provide our customers exceptional service. We are not delivering on these goals, and it is therefore my duty to give you a full explanation of the issues we are experiencing.


In 2013, we embarked on two large-scale projects to meet increasing global demand for Canyon bikes. These included constructing our brand new, state-of-the-art Canyon.Factory and upgrading to an enhanced, fully customised, company-wide IT infrastructure. The combined objectives we set will allow us to provide you with more flexible, faster, and fundamentally better service. Our aim is to set a new benchmark within and beyond the cycling industry. Finally, after more than two years of extensive planning, implementing, and building, our new IT infrastructure is live and we have started production in the Canyon.Factory.


Any change on this scale is bound to create difficulties. Nevertheless, the transition has not gone as well as I had hoped. Consequently, your order may unfortunately be one of many affected as we continue to come to terms with the challenge of transferring our production to a cutting-edge facility that is fully integrated with a new IT infrastructure. I am sorry for any misinformation you may have received surrounding your order. We have successfully identified all initial failures we experienced. Right now our teams are working day and night to solve them. As such, I feel confident in our estimate that you will receive an accurate order confirmation from us within the next two weeks.


The fact that the very changes that were designed to make your experience with Canyon better, yet are doing the reverse, causes me in particular great personal grief. While the general situation continues to improve every day, it could be another four to six weeks before we are performing back at the level we expect of ourselves. As much as we would like to address your queries as best we can during this time, please understand that unfortunately neither our customer service centres nor I have any additional details we can provide.


On behalf of everybody at Canyon, thank you very much for your continued patience and support. And from me, personally, thank you for your understanding.


Yours sincerely,

Roman Arnold
Founder & CEO, Canyon Bicycles GmbH

On the 14th of November, I receive another 'update' email:

Important information regarding your order


As promised in our most recent communication, we now would like to update you on the current situation at Canyon.


Previously we informed you about our all-new IT infrastructure and the go-live of our sophisticated Canyon factory. The very nature and vast scale of these projects regrettably led to delays in our production and shipping, resulting in a lack of information and undetermined waiting times for your orders. We are now happy to report that over the past five days we have made significant progress.


In fact, many Canyon customers have already received updated and accurate shipping dates. We are also in the process of sending out hundreds of daily shipments, and well over one thousand customers are now enjoying their new Canyon bikes. We are fully aware, however, that many of you are still waiting for your orders, and for this we apologise. We are literally working around the clock to get them to you as quickly as possible.


Over the next seven to ten days more customers will receive accurate shipping dates for their orders. Please note that when you receive a payment notification this is also verification that your order is ready and standing by to ship to you.


As riders ourselves, we understand how frustrating it is to wait for a new bike or to try out exciting, new products. As said, we are working night and day to get your orders to you as fast as possible. And while our focus currently lies on maximising distribution, every employee at Canyon is working flat out to restore productivity to the high standards we expect of ourselves.


Once again, we thank you for your continued patience, understanding and support at this admittedly difficult time.


Yours,
The Canyon Crew


This message was created automatically, please do not reply.

I've given up on the MTB dream by this stage . I get myself a Tacx Vortex trainer and subscribe to Zwift.

On November 20th I receive another order confirmation. This one has a stated provisional delivery of 11-15th January. I contact Canyon to enquire how much I should trust this date, and the guys tell me that this should be very accurate.

Last week I contacted them again, and they say that my bike will be dispatched on the 28th of December - I contributed this improvement down to other customers cancelling their orders.

So that's where I'm at. I'll probably have my bike in about 3 weeks time, ready to be stored away for winter

In the meantime, I have been considering other bike manufacturers but I just could not get close to the value that Canyon are offering. The reputation of their customer services has been utterly destroyed by now, yet I am still thinking about ordering my road bike through them. In one email they stated that over 10 000 orders were affected...I think this talk of bankruptcy is way off (plus they do not take payments until shortly before dispatch) - their popularity has just exploded to such a level that I would not be surprised even if their new facility is not big enough for them.

For anybody else thinking of ordering from Canyon - I don't think you'll be messed around as much with the dates as we have been recently. Their systems finally seem to be up and running. Up until VERY recently, dispatch dates for bikes was showing 2 weeks!! However this has mostly changed now across the site, which makes me think their IT guy has pulled his finger out.

Edit: So the situation has changed considerably for the downhill. I have provided an update to this post in another one on page 9 or by clicking here

 

[bonsaibilly]

Thing is, value is not measured in £s alone and I would consider your experience to have been a terrible waste of everything when there are lots of great bikes and ways to customise them without hanging on a phantom from Canyon! BB

 

[jefmcg]

I paid via bank transfer mid September.

plus they do not take payments until shortly before dispatch

I'm confused

 

[Milkfloat]

You get a choice, pay up front or pay on despatch.

 

[Penski]

I'm confused

You get a choice, pay up front or pay on despatch.

Yes that's right, you don't have to pay until dispatch is ready, but I didn't want any delays as I thought dispatch was around the corner.

 

[Milkfloat]

I am still battling with them trying to get a refund on some bottles/bidons they sent out that I did not order.

 

[jay clock]

OK, having rejected the bike 2-3 weeks ago I then got an email last night stain "bike ready in Feb". I emailed and got a reply saying not to worry bike has been cancelled and you should;t hear any more.

What actually happens is that they have charged the full bike price to my card (£1446) plus a second payment of £489. I cannot see what they relates to in any way. Utterly uncacceptable

 

[night cycler]

Jay, cotact your card issuer as soon as you can.

 

[Milkfloat]

I am yet to have a cancellation mail too, plus a refund for the small stuff they sent. I will chase them up, but I think it may be prudent to cancel my credit card too.

As night cycler suggests, you should contact your card issuer and file a dispute.

 

[SpokeyDokey]

Shambolic by the sounds of it - as per a previous post I'd not want Canyon anywhere near my money/card details.

 

[Stu Smith]

Canyon are making Ribble customer service look good. Never thought I would ever mention the words Ribble customer service and good in the same sentence..

 

[PeteXXX]

When I bought my Inflite 8 just before last Christmas, it turned up within the time they quoted, with the only problem being that Santander bounced my payment even though I'd told them the transaction was going to happen. A quick phone call to Canyon UK office sorted the hiccup..

I ordered mudguards for it early this summer and they took an age to turn up (Canyon waived the delivery cost)

I think they are a victim of their own success!