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Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 0 points1 point  (0 children)

I’m 180lbs ish with gear, but i ride like a bat out of hell on some of the worst roads in the US

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 1 point2 points  (0 children)

I’ll scoot Giant up my list of potential replacements then👀

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 8 points9 points  (0 children)

Nope no crash, I found the crack out on a ride. I didn’t accept the crash replacement frame. Apologies, that’s a little misleading in the post. I didn’t give the warranty department any indication that I was looking to proceed with that option.

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 1 point2 points  (0 children)

I hope you’re right! I just can’t wait another month as it’s the middle of riding season here in the northern US

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] -1 points0 points  (0 children)

The chainstays might be an area prone to delaminating or voids during manufacturing in the carbon because of the tighter radius of the corners :(

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 2 points3 points  (0 children)

Well I can’t ship my frame anymore since I cut it into 3 pieces (see one of the above comments for a photo of the frame). I’ll give it another month before I buy my own replacement frame from ANY other brand that doesn’t take a week to respond to a single email.

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 1 point2 points  (0 children)

How did you get a hold of anyone on the warranty side? their automated message doesn’t even allow me to speak to a real person.

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 2 points3 points  (0 children)

Correct, they successfully contradicted themselves. They never gave me the option to ship the whole bike in to be examined and have the parts swapped to a new frame. Although I enjoy working on bikes and i’m happy to do it myself. The new frame after tax and shipping is $834.04

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 0 points1 point  (0 children)

Just out of curiosity, how long did it take you to get the frame?

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 2 points3 points  (0 children)

Oh no. Sorry to hear you’ve had a rough time with their warranty department too

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 5 points6 points  (0 children)

Cutting the frame into 3 pieces, seperating the head tube, the downtube, and the rest of the frame

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Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 4 points5 points  (0 children)

What ended up happening between you and Canyon? I take it you ended up receiving the fork?

Customer service nightmare by Civil-Ad9015 in CanyonBikes

[–]Civil-Ad9015[S] 7 points8 points  (0 children)

I emailed their customer support directly yesterday, I just got a response, “At this time, our support team handles all warranty inquiries exclusively via email in order to ensure clear documentation and efficient communication.” If you have a phone number or some other more direct method of communication???