Conor Brannigan

Review of Canyon Bicycles GmbH

Unfortunately, my experience with Canyon is not so...

Unfortunately, my experience with Canyon is not so good. A couple of months ago, I bought a Lux CF SLX 9.0. The bike came on time and no issues to assemble. On first ride, the rear disc brakes failed. I contacted Canyon who were, in fairness, quick to respond, and they asked me to take the bike to a local store for repair and they would transfer me the money to cover it. I was lucky enough to get my bike into a shop and they repaired the brakes (bleeding etc. required). For the next 6 weeks, everything about the bike was perfect. I loved it.

On a ride one evening, I heard a strange noise coming from my rear wheel. When I got home, I checked and it seemed the freehub was broken. I emailed Canyon (unfortunately the only way to speak them these days) and in meantime, brought my bike to local bike store. They confirmed the freehub was indeed broken and that the wheel needs to go back to Canyon. I actually live only 1hr 30 from Canyon HQ so I figured best to bring the wheel to them instead of via courier. Unfortunately it took Canyon almost a week to get back to me via email to tell me it was OK to bring the wheel to their HQ (with COVID restrictions, I wanted to be sure I could do that and not waste my time on a 3hr round trip).

This morning I arrived at Canyon HQ (which is very cool btw), I waited only 20-30 mins to be seen by the workshop. The staff were very nice and they did a quick inspection of my wheel and confirmed the the freehub was 'kaput' and that the wheel needed to go back to the manufacturer, Reynolds. I expected this, so no issue. However, when I was told this process would take c. 5-6 weeks, I asked if it would be possible to get a replacement wheel to do me until I get my wheel was back. They said absolutely not and that I would just have to wait. To me, this really is unacceptable. This is a very expensive bike which is less than 2 months old. I would completely understand if I had damaged the bike in an accident, but the freehub braking is nothing to do with they way I rode the bike. I'm not exactly fit, so my riding is limited to forest roads or normal roads. I am meticulous with my bikes and wash/lube etc after each ride.

I do hope someone at Canyon reads this. I have also given similar feedback via a survey they sent out. Despite this, I actually want to order another bike from Canyon (this time the Grail). Their bikes are fantastic imo but situations like this are extremely frustrating. I now will have no bike for 2 months effectively (from wheel braking to getting it back). I can't envisage something like this happening with any other provider. By the time I get it back, it will be winter and the opportunity to ride in the evenings after work are gone. That is a real shame.