Potential Canyon buyers, beware!

Questions about bike hire abroad and everything light bike related. No off-topic chat please

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ihsv
Posts: 3
Joined: Tue Sep 03, 2019 2:50 pm

by ihsv

In the advent of Canyon's latest super light disc brake offering I can imagine that some people are genuinely considering going Canyon. Therefore I felt like it was a good moment to share my experiences so that buyers can make well-informed decisions regarding their choice of frame.

I bought my current Aeroad SLX frame in february last year as a size medium after a crash. The bike worked perfectly until, sadly, I was part of a traffic accident in which I hit a motor bike head on. Luckily this did not happen at too high speeds and so I recovered almost completely. Canyon offers carbon inspections themselves and confirmed that I could still expect warranty to be in effect for the full duration.

Everything was fine with the frame onwards, except may this year a clicking or ticking noise developed seemingly coming from the bottom bracket area. Starting with my LBS we started replacing components, starting with bearings and moving parts. We were unsuccesful in improving the situation, and upon contacting Canyon themselves they told me "they were unavailable for maintenance jobs", while I clearly stated my group was essentially new. At this point I already replaced the shifters, derailleurs, crankset, chain, chainrings as well as headset, bb and derailleur bearings. I further swapped and checked also the pedals and cables which I borrowed from my TT bike, and also used anti-seize on all of the bolts I could find on the bike as well as regreased the threads. Their representative refused to help me initially and closed the chat windows without a goodbye or any room for my additional questions as to how to tackle this problem.
Eventually I did get lucky to get a representative that actually listened, they mentioned that they could recommend me an LBS that was specialized in Canyon. We replaced a few proprietary parts like hangers and bolts belonging to the frame set but still no success.

I then contacted Canyon again some 3-4 weeks after with my findings: I tried replacing and exchanging all components, and at this point the sound was actually getting worse and was becoming a loud creaking rather than clicking. The sound was clearly audible at >200W and >80RPM and it sounded like my bike could break any moment for >400W and >80RPM. So I sent my bike, they looked at it, tightened one screw at the fork and sent it off again. The issue was identically present, and I was getting a bit tired of waiting so long, so I asked them if it was possible to send my frame directly to the factory to have it checked by specialists in Germany. They refused to even consider it and insisted there was no reason to do so.

I then sent my bike off again. This second time, they tightened a screw at the chainring and replaced some screws near the headset. They also put some grease on the cable ferrules and confidently said that's what I was hearing (as if they knew what they were doing). All of the sudden they mentioned minor damage around the chain suck plate, implying the chain had come off since the last time I biked. With the tightness of the chain this was essentially impossible, but funnily only now they mentioned it. I strongly suspect they overlooked this during the aforementioned traffic accident.
When I got it back the problem was still present, and so they told me to completely replace these ferrules with plastic ones. This was a massive *f##k* partly because of my own doing, but I finally managed to replace these but the problem persisted.

It has now been 3 months after the initial appearance of the problem but the problem was still present. After having mailed them that I was getting pretty impatient at this point, they finally gave in to my question whether the bike could be sent off to germany. The waiting time was a whopping 2,5 months. That's implying it will take at the very least 5,5 months from start to finish to get the bike fixed. They refuse to give me a new frame along the way, everything is new and the people I thought were specialized in this brand don't know what's going on and just send it off to the painting factory. They also refuse to give me any replacement for the bike while I'm waiting, which by the way they're obligated by law, and they also refuse to give me a refund, which they are also legally required to offer if reparations exceed 1 month in total. I'm in talks with my lawyer right now to file a law suit and I will let you know what comes out of it. Certainly I would not have decided to buy a Canyon frame if they couldn't care less about consumer law. And I can imagine that many of you would feel the same.

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Calnago
Posts: 8417
Joined: Sun Nov 07, 2010 9:14 pm

by Calnago

Sheesh... the lawsuit, even if you win a new frame, will likely cost more in $$$ and frustration and your time than just buying a new frame. While this is very frustrating for sure, it’s certainly not an unheard of story. It’s these kinds of issues that I love to take on, the ones that the bike shops can’t seem to fix. It’s how I initially got into fixing problem pressfit bottom brackets... a friend had a persistent creak with his Cannondale Evo and at that time I wanted nothing to do with Pressfit BB’s so my standard advice was to say “take it back to where you got it and get them to fix it”. After several bike shops failed I felt sorry for him so educated myself on all things pressfit, tooled up, and went to work. His bike has been creak free since, and that was how it started. Unless your frame is legitimately cracked somewhere, I believe that creak is fixable. You didn’t say much about what they really did with the BB shell prep and seemingly countless reinstalls. More info on that would be good. Where are you located out of curiosity? I’m weird in that the tougher the challenge in this regard, the more I want to take it on as a pet project.
Colnago C64 - The Naked Build; Colnago C60 - PR99; Trek Koppenberg - Where Emonda and Domane Meet;
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by Weenie


HeluvaSkier
Posts: 177
Joined: Thu Sep 17, 2009 5:38 pm

by HeluvaSkier

Check the dropout/hub/QR/TA interface. I didn't see that on the list of areas that have been checked. A bit of grease in the right spot or swapping to Q/R or T/A with better hold may do the trick if this is where the noise is coming from.

Attermann
Posts: 371
Joined: Sun Jan 05, 2014 11:04 pm
Location: Denmark

by Attermann

There are so many areas that can creek, so it’s more possible that you missed something inatead is it being a broken frame, I don’t think you can hear a tick when it’s broken.

ihsv
Posts: 3
Joined: Tue Sep 03, 2019 2:50 pm

by ihsv

HeluvaSkier wrote:
Thu Sep 05, 2019 6:27 pm
Check the dropout/hub/QR/TA interface. I didn't see that on the list of areas that have been checked. A bit of grease in the right spot or swapping to Q/R or T/A with better hold may do the trick if this is where the noise is coming from.
Good mention. Yes, I have tried four different QR's and one "non-QR"-style (the scandium ones with the separate tool to tighten it). I have greased all of them and it didn't matter. :-(

ihsv
Posts: 3
Joined: Tue Sep 03, 2019 2:50 pm

by ihsv

Calnago wrote:
Thu Sep 05, 2019 5:55 pm
Sheesh... the lawsuit, even if you win a new frame, will likely cost more in $$$ and frustration and your time than just buying a new frame. While this is very frustrating for sure, it’s certainly not an unheard of story. It’s these kinds of issues that I love to take on, the ones that the bike shops can’t seem to fix. It’s how I initially got into fixing problem pressfit bottom brackets... a friend had a persistent creak with his Cannondale Evo and at that time I wanted nothing to do with Pressfit BB’s so my standard advice was to say “take it back to where you got it and get them to fix it”. After several bike shops failed I felt sorry for him so educated myself on all things pressfit, tooled up, and went to work. His bike has been creak free since, and that was how it started. Unless your frame is legitimately cracked somewhere, I believe that creak is fixable. You didn’t say much about what they really did with the BB shell prep and seemingly countless reinstalls. More info on that would be good. Where are you located out of curiosity? I’m weird in that the tougher the challenge in this regard, the more I want to take it on as a pet project.
I'm located in the Netherlands but I have tried pressing two different BBs at local bike shops now since the problem started. At this point my best bet is that the BB shell is damaged from the crash I mentioned in the OP.

djbowen99
Posts: 102
Joined: Sun Aug 16, 2015 1:46 am

by djbowen99

nervermind

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Lewn777
Posts: 804
Joined: Thu Mar 09, 2017 5:35 am

by Lewn777

You're in the Netherlands?! You want to send the bike over the border! Surely you could drive it back to the HQ in a few hours, but they want to take 5 months over it!?

I recently fixed a very annoying creak. I tried a few different BBs, then changing my entire frame, that didn't work, so then I changed my rear wheel and jockey wheels, that fixed it. So I would try another rear wheel and new jockey wheels, but those are literally two out of 20 possible things. On other occasions a slightly loose skewer or a dirty droupout or even slipping header plug can cause creaks.

Five months is ridiculous, but this seems a normal business practice for German companies, I know BMW moto owners in Aisa that can literally wait years for warranty parts, yet can get them in a few weeks if they pay. It's almost as bad a the Italian shoulder shrug and then do nothing warrany, as it gives you hope.

It could very well be the BB shell that is broken, but almost as likely not. They are simply trying to avoid paying for a new frame.

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MayhemSWE
Posts: 342
Joined: Thu Mar 12, 2015 12:44 pm
Location: Stockholm, Sweden

by MayhemSWE

If the frame was broken in the crash, why would Canyon provide a new frame free of charge? Use their crash replacement policy and have your insurance company pay for it.

Wookski
Posts: 1092
Joined: Tue Feb 23, 2016 5:51 am

by Wookski

MayhemSWE wrote:
Fri Sep 06, 2019 9:17 am
If the frame was broken in the crash, why would Canyon provide a new frame free of charge? Use their crash replacement policy and have your insurance company pay for it.
Agree- unfortunate waste of time that a decent insurance policy would address. Replace the frame and get on with your life.

jorisee01
Posts: 313
Joined: Mon May 04, 2015 8:22 pm

by jorisee01

What brand and type BB are you using?

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Nefarious86
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by Nefarious86

MayhemSWE wrote:If the frame was broken in the crash, why would Canyon provide a new frame free of charge? Use their crash replacement policy and have your insurance company pay for it.
Glad i wasnt the only one thinking this.

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jencvo
Posts: 78
Joined: Thu Oct 18, 2018 12:01 pm

by jencvo

Wookski wrote:
Sat Sep 07, 2019 6:06 am
MayhemSWE wrote:
Fri Sep 06, 2019 9:17 am
If the frame was broken in the crash, why would Canyon provide a new frame free of charge? Use their crash replacement policy and have your insurance company pay for it.
Agree- unfortunate waste of time that a decent insurance policy would address. Replace the frame and get on with your life.
Just curious, what insurance options are you using for bikes? Ignore if off thread.

Wookski
Posts: 1092
Joined: Tue Feb 23, 2016 5:51 am

by Wookski

jencvo wrote:
Sat Sep 07, 2019 11:43 am
Wookski wrote:
Sat Sep 07, 2019 6:06 am
MayhemSWE wrote:
Fri Sep 06, 2019 9:17 am
If the frame was broken in the crash, why would Canyon provide a new frame free of charge? Use their crash replacement policy and have your insurance company pay for it.
Agree- unfortunate waste of time that a decent insurance policy would address. Replace the frame and get on with your life.
Just curious, what insurance options are you using for bikes? Ignore if off thread.
My bikes are listed as portable valuables on home and contents policy. New for old and covers most scenarios including theft whilst unattended (e.g. parked outside a coffee shop and going inside to order). Have only claimed a couple of times over the past decade and very simple process- use an app, take photos and provide description. Funds in my bank account within 72 hours.

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ave
Posts: 1824
Joined: Sun Dec 28, 2008 10:15 pm
Location: Hungary

by ave

Try a Hambini BB.

by Weenie


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