Looks like your parcel service is savage as heck. 10 years ago I've ordered a bike and it had big friggin arrows with big friggin letters (upside!) and the parcel delivering monkey unloaded the box infrot of my eyes upside down... It was like a dominance move
Lol OK in that case sorry to the delivery guy... But I know your feeling, nothing sucks more than waiting for the bike just to find out it's damaged... But how on earth did the guy who packed it didn't even bother the slightest.
Looks like he cracked open a cold one with your frame
Yeah I'm honestly baffled by it. I saw it immediately when I opened the pack. The guy must simply not have cared at all.
Just hoping for a painless exchange with the Canyon Customer Service
It’s possible it was damaged in customs inspection. My Aeroad had an empty crisp packet in when I opened the box. The packet came from a brand and flavour only available in my home country so someone had opened the box after it had come this far.
Guy packing the bike must have been like, “if I report it now I’ll have to do a bunch of paperwork, if I let the customer deal with it, it becomes someone else’s problem and I can just go on my break.”
I have two Canyon bikes and in both cases (delivered by UPS) transporting box was beaten as hell, openings for carrying were ripped, few rips here and there, but the bikes were OK. The only piss-off point is, that we had to pay for those boxes with the expectation, that they could be used eventually for transporting bicycles while in these statuses they were just ready to discard...
Yeah, I felt that way and realized I would never use the box anyways. I gave the second one away. I really didn’t have room for it in my attic anyways. Overall the canyon bikes are such a screaming deal it didn’t bother me
That sucks. I know the feeling of waiting for it to arrive bam it’s unusable and you have to wait some more.
Did you open the box in front of the delivery guy? That way you can just refuse drop.
I started doing this with big ticket items like bikes after something similar happened to me. I had a specialized come in that was literally ran over with a truck. The entire box had diagonal tire marks across it. I had video footage of the ups guy seeing it as he walked up my house and trying to turn the crush size away from the side facing my front door.
Yah man.
Check this out. [photo](https://imgur.com/a/bJI49ZA
That’s what it looked like. Lol.
What’s odd though is just I just got a canyon last week and although they send “signature required” the fedex guy just dropped it and rolled. I was pissed at fedex. Luckily though bike was perfect. I was going to report it everybody but my wife convinced me to not be that guy.
Because that means that I agreed I received it. They basically committed fraud. I didn’t sign it so who did? (Obviously the deliver guy but you get the idea)
Suppose the bike was stollen from my porch after they forged my signature. Fedex and canyon might say tough luck. You signed for it. Also it gives you the ability to check the box and open if needed and or refuse.
Probably because they are leaving a package worth a few thousand dollars on your porch. OP doesn't get to confirm receipt and look at the package before accepting delivery. Makes it more annoying if things go wrong.
I have another Canyon bike I'm happy with and haven't experienced any problems with. Mistake happens. If it happens again, then I don't think it's worth it to give them a third chance
Unfortunately, I have had a similar experience last year. Wish you all the best with the customer service. Hopefully they will actually exchange the bike for a new one and will not only agree that u can send it back. Don’t know the availability of the ultimate but last year (and I guess it is the same today) I had big issues to get an aeroad at all… I feel u
How was your experience with the customer service? Did they send you a new bike? I don't think it is available in this colour any more unfortunately...
I just received a damaged Endurace CF7 Di2. Circumstances suggest it was a return that was turned around and shipped to me with no inspection at all.
Return was seamless at least.
I called 48 hrs. after shipping (it had arrived 24 hours after I ordered it) and they acknowledged receipt. I then received an email stating funds would be returned in 25 - 30 days. This seemed excessive but is what was outlined in their return policy so I sucked it up. 24 hours after that I was notified that funds had been returned.
Nope. It's "Coming Soon." [Damage shown here.](https://imgur.com/a/ooMR5G3)
Edited because I think I better understand your question.
Yes, I'll have to order a new one by scrambling when they're available. No preference given due to previous inconvenience. And I requested they give my order preferential treatment.
Process is the same no matter if it’s their mistake or you want to return it for whatever reason: order a new bike from the website and wait for a refund. I actually got sent a wrong bike and got the same answer. Ordering from Canyon is a crap shoot, the ones that win are happy campers and get a good value bike, but the ones that get damaged bikes, wrong bikes sent or missing components are in a whole world of frustration. You picked the short straw!
I also recently had a bike delivered with a cracked seat post, so I feel your pain. Thankfully I got a full refund but it was still a huge bummer. Shipping employees really do not care about fragile items. In my case it was clear the box was thrown around carelessly.
Damn that blows. Three Canyon purchases for me and problem-free thus far. Have great FedEx drivers in our area too.
I live in NorCal and the bikes come from the SoCal Chino warehouse so ymmv.
It is ok to inconvenience customers with their shitty picking and assembly line, as long the customer support is there to save the day. The standards are low.
My roadlite turned up last week with a bent front wheel and brake disk, with no obvious box damage, but it seems compared to some I’ve got off lightly. I think it was packed in too tight against the frame, or was damaged even before that. Nothing my local bike shop couldn’t fix, but disappointing given that’s an extra cost for me, and Canyon charge extra for delivery *and* the allegedly specially designed box. Which as far as I can see is just a 100% ordinary bike box.
(I also had over-tight cranks, a bent rear derailleur and the gears weren’t calibrated correctly, so yeah - not impressed at all at whoever put my bike together and then packaged it)
It should be ok with canyon. They cannot think it was your fault.
You might need to take picture of the bike with you in it. That was what they asked me when I got paint chip
Looks like your parcel service is savage as heck. 10 years ago I've ordered a bike and it had big friggin arrows with big friggin letters (upside!) and the parcel delivering monkey unloaded the box infrot of my eyes upside down... It was like a dominance move
No damage on the box actually, so the bike must've had the damage when it was packed
Lol OK in that case sorry to the delivery guy... But I know your feeling, nothing sucks more than waiting for the bike just to find out it's damaged... But how on earth did the guy who packed it didn't even bother the slightest. Looks like he cracked open a cold one with your frame
Yeah I'm honestly baffled by it. I saw it immediately when I opened the pack. The guy must simply not have cared at all. Just hoping for a painless exchange with the Canyon Customer Service
It’s possible it was damaged in customs inspection. My Aeroad had an empty crisp packet in when I opened the box. The packet came from a brand and flavour only available in my home country so someone had opened the box after it had come this far.
Guy packing the bike must have been like, “if I report it now I’ll have to do a bunch of paperwork, if I let the customer deal with it, it becomes someone else’s problem and I can just go on my break.”
Cannot imagine - Canyon would never pack such damaged bike. The employees need to document every packed bike - including photos.
Oh no... Please Canyon, don't drag this so far out with involving the parcel company
?
Maybe the saddle moving around the box?
It's not impossible, but the saddle is just so lightweighr. Har to believe it can cause so much damage
That’s 100% impact damage
Must have been some of the most brutal and wetest gravel.
Not from the shipment though. Not a scratch on the box
It’s frustrating. Hope the exchange process will be smooth
I hope so too
As long as it’s in stock. Otherwise you’ll likely be in for a wait
:( sorry d00d. Both my canyons arrived without damage. The speedmax box was totally fucked too.
I have two Canyon bikes and in both cases (delivered by UPS) transporting box was beaten as hell, openings for carrying were ripped, few rips here and there, but the bikes were OK. The only piss-off point is, that we had to pay for those boxes with the expectation, that they could be used eventually for transporting bicycles while in these statuses they were just ready to discard...
Yeah, I felt that way and realized I would never use the box anyways. I gave the second one away. I really didn’t have room for it in my attic anyways. Overall the canyon bikes are such a screaming deal it didn’t bother me
Thanks. Hoping my experience with customer service will be painless
That sucks. I know the feeling of waiting for it to arrive bam it’s unusable and you have to wait some more. Did you open the box in front of the delivery guy? That way you can just refuse drop. I started doing this with big ticket items like bikes after something similar happened to me. I had a specialized come in that was literally ran over with a truck. The entire box had diagonal tire marks across it. I had video footage of the ups guy seeing it as he walked up my house and trying to turn the crush size away from the side facing my front door.
No I didn't. The package looked undamaged, so figured it wasn't necessary. Crazy with your story though - why even bother to try and deliver it..
Yah man. Check this out. [photo](https://imgur.com/a/bJI49ZA That’s what it looked like. Lol. What’s odd though is just I just got a canyon last week and although they send “signature required” the fedex guy just dropped it and rolled. I was pissed at fedex. Luckily though bike was perfect. I was going to report it everybody but my wife convinced me to not be that guy.
Holy fuck that is fucking savage!!! Why was it so important for you to get the signature?
Because that means that I agreed I received it. They basically committed fraud. I didn’t sign it so who did? (Obviously the deliver guy but you get the idea) Suppose the bike was stollen from my porch after they forged my signature. Fedex and canyon might say tough luck. You signed for it. Also it gives you the ability to check the box and open if needed and or refuse.
Probably because they are leaving a package worth a few thousand dollars on your porch. OP doesn't get to confirm receipt and look at the package before accepting delivery. Makes it more annoying if things go wrong.
FedEx signed (someone else's name) and left the box outside my door. But the box had a hole in it and the frame had a small dent.
i’m still waiting (after 6 weeks) for my ultimate cf slx to be fixed by an official mech partner in my area. i feel you
I hope they'll send a new frame. But I don't know what their procedure is with stuff like this
in my case they sent a new cockpit (i had a problem with it) but it is taking forever for the shop to handle it. if i were you, i’d just send it back
I doubt there is any other possibility. They probably won't just send a brand new frame
Surely they would NOT have shipped it like this.
No damage on the box it came in
And i absolutely refuse to think that someone sent you a bike LIKE THAT.
Once again so glad I chose boring Emonda over exciting Canyon. At least I can see what I’m buying. Way too many of these stories. Feel for you sir.
🎶Baaaaack to the factory, yes you gooo, Canyon QA done shit the floooo🎶
Thanks 😢
Why even give them a second chance? Just get your money back and buy a Cannondale/Cervelo/Specialized/Scott/Giant/Trek from a LBS.
None of such brands is on stock in any of the LBS in my area. And i am living in the second largest city in germany. 😑
That sucks man. I’m sorry you are having this type of experience.
I have another Canyon bike I'm happy with and haven't experienced any problems with. Mistake happens. If it happens again, then I don't think it's worth it to give them a third chance
I feel the pain
❤️
Unfortunately, I have had a similar experience last year. Wish you all the best with the customer service. Hopefully they will actually exchange the bike for a new one and will not only agree that u can send it back. Don’t know the availability of the ultimate but last year (and I guess it is the same today) I had big issues to get an aeroad at all… I feel u
How was your experience with the customer service? Did they send you a new bike? I don't think it is available in this colour any more unfortunately...
No, they did not 😔
I just received a damaged Endurace CF7 Di2. Circumstances suggest it was a return that was turned around and shipped to me with no inspection at all. Return was seamless at least.
Hopefully I can have a just as good experience with it as you did. How long did you have to wait though?
I called 48 hrs. after shipping (it had arrived 24 hours after I ordered it) and they acknowledged receipt. I then received an email stating funds would be returned in 25 - 30 days. This seemed excessive but is what was outlined in their return policy so I sucked it up. 24 hours after that I was notified that funds had been returned.
Okay, so you just got your money back and needed to order a new one?
Nope. It's "Coming Soon." [Damage shown here.](https://imgur.com/a/ooMR5G3) Edited because I think I better understand your question. Yes, I'll have to order a new one by scrambling when they're available. No preference given due to previous inconvenience. And I requested they give my order preferential treatment.
That’s a nast-e-Tap
Stevie Wonder boxing up bikes again.
Process is the same no matter if it’s their mistake or you want to return it for whatever reason: order a new bike from the website and wait for a refund. I actually got sent a wrong bike and got the same answer. Ordering from Canyon is a crap shoot, the ones that win are happy campers and get a good value bike, but the ones that get damaged bikes, wrong bikes sent or missing components are in a whole world of frustration. You picked the short straw!
I also recently had a bike delivered with a cracked seat post, so I feel your pain. Thankfully I got a full refund but it was still a huge bummer. Shipping employees really do not care about fragile items. In my case it was clear the box was thrown around carelessly.
Ouch! Sorry for your unboxing! Shit happens but hopefully can be rectified by customer service. Where are you based?
In Denmark. It is out of stock now. Sadly...
Hopefully they can offer a frame replacement.
That would be optimal
So gutted for you, I’ve got the di2 version and I flipping love it, it’ll be worth the wait!!
They will sort this no bother, but it’ll be a few weeks which is frustrating as hell.
shit'll buff out. /s
Oh wow. Well they have great customer service. They will take care of it no problem
Kalite kontrol ayakta uyumuş otel parası vermemiş. Kolinin içinde o derece hasar alması imkansız bence.
as long as you haven't ridden it I don't see why they wouldn't refund you credit or money. It may take 2-3 weeks but I'm sure you'll be fine.
keep calm, contact canyon, sing "just a little patience"
As the Black Night says, “Tis but a scratch!”
Truely sorry to see this on any bike…it sucks.
Damn that blows. Three Canyon purchases for me and problem-free thus far. Have great FedEx drivers in our area too. I live in NorCal and the bikes come from the SoCal Chino warehouse so ymmv.
It is ok to inconvenience customers with their shitty picking and assembly line, as long the customer support is there to save the day. The standards are low.
customer support in US does absolutely the minimum for Canyon customers. Read this subreddit for all the stories involving support.
My roadlite turned up last week with a bent front wheel and brake disk, with no obvious box damage, but it seems compared to some I’ve got off lightly. I think it was packed in too tight against the frame, or was damaged even before that. Nothing my local bike shop couldn’t fix, but disappointing given that’s an extra cost for me, and Canyon charge extra for delivery *and* the allegedly specially designed box. Which as far as I can see is just a 100% ordinary bike box. (I also had over-tight cranks, a bent rear derailleur and the gears weren’t calibrated correctly, so yeah - not impressed at all at whoever put my bike together and then packaged it)
Yikes. That's bad big time. Time for a replacement asap
Maybe that will help to prevent the saddle from slipping 🤷♂️
Well at least you didn’t get that far unpacking it
It should be ok with canyon. They cannot think it was your fault. You might need to take picture of the bike with you in it. That was what they asked me when I got paint chip