 ffm
| | Posted: Oct 8, 2018 at 15:51 | Quote | | To all, Word of caution when dealing with Canyon. Post sale service is like a sheep in wolfs clothing. I bought a Spectral from them in 2014. Great bike but brakes failed within 2 months. They were replaced, so OK. Frame cracked after 18months. Finally got a replacement after 4 months. That frame cracked 18 months later........Rather than a replacement frame, I went for a crash replacement option for the new Spectral 9.0 CF Pro - NICE. But it arrived with a dropper that didn't work (how is that possible????)......Had to wait another 5 weeks for a replacement.....finally got to ride it and 1.5 rides in, the forks failed.......Asked for my money back so I could get a bike via a shop, and all they have offered is....send the forks back (at my cost!) and they will assess and send back to rockshox......Looking like another 5 + weeks till they come back. The time scale for this is 8th June 18, frame cracked, new bike arrived 22 August, dropper sent off 23 rd August, dropper back and on bike 2nd Oct, fork failed 4th Oct......still waiting.... I had Bike Park Wales booked for Fri 5th and Mon 8th - canyon's response to this was, well ride the bike anyway - I had 95mm of front fork travel!!!!! Really (great advise Jem from Canyon!)? Bottom line is once they have your money, they say things like "we have stream lined the process and will get you back riding asap", and "this will be sorted this coming week", BUT it never is. Think twice about buying Canyon. Spec and prices are good, unless it goes wrong.........If it does go wrong, they dont care....... FFM | | stonant
| | Posted: Oct 8, 2018 at 16:08 | Quote | | This is the price you pay for saving money. | | spaceofades
| | Posted: Oct 8, 2018 at 16:26 | Quote | | Cutting out the middleman is great, until you realize how much the middleman does for you. | | SpicyTrails
| | Posted: Oct 8, 2018 at 17:29 | Quote | | spaceofades wrote: | | Cutting out the middleman is great, until you realize how much the middleman does for you. |
This is exactly why the LBS has to be protected and appreciated for their work. Bicycle culture is about building relationships and trust. I have had customers coming back to me year-over-year for their new bikes and upgrades because they know a (GOOD) shop will stand behind their retailed products and stand next to their customers. | | titaniumtit
| | Posted: Oct 8, 2018 at 17:42 | Quote | | Tbh though, even some lbs’ can be utter sh*teheads when it comes to keeping a decent customer | | mfmediocremtb
| | Posted: Oct 8, 2018 at 18:39 | Quote | | I don't think that this is evidence that LBS are worth supporting (I've come across three shops that I'd gladly spend more money at than online, but most are one step from useless). Rather, this is telling about a single company. I try every time I need a part to check out a local shop first, usually met with upselling, condescension, and a lack of knowledge. I'll continue to try, though... | | Gmoneyog1
| | Posted: Oct 8, 2018 at 21:52 | Quote | | titaniumtit wrote: | | Tbh though, even some lbs’ can be utter sh*teheads when it comes to keeping a decent customer |
Do you own a house in forums or something? Geez | | titaniumtit
| | Posted: Oct 9, 2018 at 0:50 | Quote | | Gmoneyog1 wrote: | | titaniumtit wrote: | | Tbh though, even some lbs’ can be utter sh*teheads when it comes to keeping a decent customer |
Do you own a house in forums or something? Geez |
Point being? | | justinmariano
| | Posted: Oct 9, 2018 at 8:34 | Quote | | Negative experiences come just the same with shops as they do with direct brands. I also live in an area that is dominated by road and XC riders, so the LBS has nothing for me being a gravity dude. Anything I want would be special order, so I gravitated to the direct mail companies with only great experiences (YT in particular). The shops around here don't really give a sh*t about people like me, when there's 7 rich dudes in line behind me ready to drop $6k on the latest S-Works. It can still take weeks/months to get replacements from Kona, Trek, Specialized, etc. Their pool is three times as deep as a company like Canyon. Bottomline is it just sucks when you have defective parts, no matter what. The LBS might be a friendly face to bitch to, but 90% of the time they can't make a warranty replacement go much faster for you anyway. In mountain biking, we break parts, get defective ones, and things just stop working frequently. It totally blows, but sometimes you need to suck it up and reach into your own pocket in order to keep riding. You could always buy a new fork and sell the warranty replacement later on, too. Gotta think what's more important, customer satisfaction or having fun on your bike... | | seanondemand
| | Posted: Oct 9, 2018 at 9:03 | Quote | | Warranty is a tough beast to manage, it really is one place where a (good) LBS can be an advantage, but it can be dependent on the brand too. Some brands require that the frame get torn down and sent back for inspection before they'll do a warranty replacement, so that can cause a pretty big delay. If your derailleur or fork fails, you're dealing with that manufacturer instead, and that can vary a ton (Shimano, for example, is usually super good to deal with... when they have stock). Some companies, like Pivot or Santa Cruz are really great with warranty and try to make their process super simple, your LBS warranty guy will take some pictures and they'll assess with that and get things rolling right away. If you're dealing with a direct brand (YT, Canyon), you'll be dealing with the postal service more than anyone else. | | fredcook
| | Posted: Oct 10, 2018 at 12:23 | Quote | | I agree with some that bad service can come from an online retailer just as it can from a brick and mortar. The only thing though, in my experience at least, bad online service has been related to policy and process, versus with a local it's about the bad attitude of people. Honestly, bad attitude is worse than bad process. I do buy consumer direct bikes. I have never had any trouble with a local shop working on them when that rare need has come up. They've all been more than happy to help. After all, they make money doing so. I see all sort of competitors bikes in any given shop. They don't care what brand it is. At least not the shops I go to. And aren't bike shops a little like car dealerships. Car dealerships don't make a ton on selling cars. They make the real cash on service and support. And yes, you can take a BMW to a Chevy dealer to be worked on. I've done it (well, my daughter did, I just paid for it) And as for service from a consumer direct brand... ya gotta know how they handle warranty work. Do the research. There are some that have a great policy that includes an option of taking it to an LBS and getting reimbursed. Best of both worlds in my opinion. As always, there's good and bad with everything... | | Gmoneyog1
| | Posted: Oct 10, 2018 at 22:08 | Quote | | titaniumtit wrote: | | Gmoneyog1 wrote: | | titaniumtit wrote: | | Tbh though, even some lbs’ can be utter sh*teheads when it comes to keeping a decent customer |
Do you own a house in forums or something? Geez |
Point being? |
Ive just seen you in so many forums, even some from years ago. Very committed. | | titaniumtit
| | Posted: Oct 11, 2018 at 5:25 | Quote | | It’s a forum for many yes, and like many I have an opinion just like you. So no need for animosity okay | | mfmediocremtb
| | Posted: Oct 11, 2018 at 6:39 | Quote | | titaniumtit wrote: | | It’s a forum for many yes, and like many I have an opinion just like you. So no need for animosity okay |
| | Gmoneyog1
| | Posted: Oct 11, 2018 at 8:16 | Quote | | titaniumtit wrote: | | It’s a forum for many yes, and like many I have an opinion just like you. So no need for animosity okay |
I know its difficult to tell but i didnt mean it in a bad way, i was just impressed with how commited you were to the forums. Take it as you want but i meant it more as a compliment. Could've delivered it a bit better i guess. | | |
(well, my daughter did, I just paid for it)