They've done the smartest thing by fixing it this way in this publicised case, but it still leaves huge questions about their QC for the average customer. It would be nice if they publicly committed to improving that, specifying how they are doing that, and challenging anyone to test them again in a year or so.

Great job Mapdec for helping the customer, good job Canyon for taking the responsibility however... I'm 99% sure this case would not have a happy ending if not for the reach Mapdec has and the pressure this has put on Canyon to take care of this customer. It's great to see the owner finally getting what he has paid for in the first place.

Let’s hope Social Media is actually doing some good for quality and service in the cycling industry. As we know it needs a massive kick up the A&£3. Kudos to Canyon

Great to see you put out a positive video for Canyon’s effort to correct a miss on their front. No one is perfect and they should be given a fair opportunity to address items. Nice work to yourself and Canyon!

Great job! Your hard work is greatly appreciated.

Excellent video! Great to see both sides not just the trashing.

This is great to hear and it's good publicity for you and them. My Canyon arrived very well sorted, no issues so far. Amazing to see how they followed up and fixed everything and gone above and beyond to ensure satisfaction!

Customer support like this is getting very rare! So good to see that it still exist! :D

Good to see and hear that Canyon solved all the issues. For the money payed by the customer, Canyon still had to do it first time right. Luckely it wasn’t sent to Hambini… 😁

I am glad you're making these videos!! Kudos to Canyon for making this right!

Brilliant video, very well done you and of course canyon! Faced up to the issues and fixed them!!🙌🏾

Excellent video, fair and square. Great reaction Canyon.

I'm about to purchase my first road bike. I have done test rides on about 10 different bikes across 4 or 5 manufacturers and the same number of group sets. Even though I haven't been able to test ride a Canyon, they are still currently at the top of my list as I am making this decision. I didn't see the original video, but this video sure makes me feel better about Canyon. Thank you for posting this!

This is great to hear, I think Canyon went above and beyond to make things right 👍

Watched both videos and kudos for you and Canyon. Great to see some positive vibes instead of just negative vibes. Subscribed as well 😎🇫🇮

The person that put my Endurace together did a great job. I didn't have to do any adjusting and was particularly impress with the bar tape job. I want to change the bars but I know the tape will never look this good again. I got lucky.

Terrific video and you’ve shown how a quality individual should act. My compliments.

I respect that they thrown in freebies and refunded money for the shoddy work, my question is why did it take a video from a bike shop to get it done like that properly??? If i spend that money on a bike and it came through like that i wouldnt even bother with going through the bike shop, straight back in the box and all of my money back immediately no excuses. Good thing the customer has the bike, some money back and also some freebies for the pain in the arse work arounds. Props to mapdec to call this bullshit out keep it going!

I love Canyon bikes. This is a great example of doing the right thing. I currently own 3 of their bikes and I wouldn’t change anything.

Respect to you, Sir. And to Canyon as well. Still, the REAL compensation would be to see this oversight on their part not happen in the first place.

I have the utmost respect for you for sharing the faults AND the corrections Canyon made. Very responsible and excellent customer service. Too bad the customer lost so much time. I know it isn't a perfect world so I get it. And Canyon did a great job fixing it. Excellent job with the follow up.

Excellent work from Mapdec Cycle Works. Once again honesty & integrity of the highest degree..... Serious times we are living in... ❤️

good work on both sides of this story. and good work, Canyon!

Great job giving an honest appraisal of the bike faults and fixes. Companies need to be held responsible for their products and you are doing this in a practical way that helps all consumers. Love your work

Good to hear Canyon doing right. You pay a lot of money for a bike and shouldn’t have to do all those repairs. Some people don’t have the means or ability to. Good video, nice to see.

Excellent Video. BTW I just ordered my 1st Canyon Endurace... Im here in the States.. 😮

Well done to Canyon for sorting this out and not hiding behind a corporate screen, Top marks.

Agree . I would certainly be looking to oder as my next bike

Wow! Worried about getting it now after watching this video.

I’m in Australia. I can’t imagine having to send my bike back to Canyon. I think I’ll buy from my LBS.

Canyon did the right thing turning negative review to positive, great job more power to Canyon

Great video and content, keep it up 🙏🏻

This is great to see. I know that bad news sells and we all see so many videos of big brands being called out on sub par work and it is a shame that it happens. People at these jobs are human and make mistakes.

Loving the channel, especially approve of the measured and balanced approach, while still addressing the issues. Great content. The measured tone set in the vid seems complimented by thoughtful comments often based on experience, so chapeau to all ! In this case.... is the manufacturer doing enough ? For me yes...and no. Yes for doing their best to remove the symptom, albeit post event on an ad hoc basis and no for operating a fundamental business flaw. Canyon QC is lacking so perhaps it would be interesting to hear is that acceptable going forward (or not) and how it would or would not affect giving Canyon your hard earned cash ? Equally I hope Canyon Bikes monitor the channel and use it as an opportunity to tell us exactly what they're doing to improve QC and tackle the root cause, moving away from the sticking plaster approach. They can get it right as demonstrated (second attempt) now customers need to be convinced they can do it 'first time every time' and here is the platform

Nice one from Canyon done a good job on this one. Still should not of been like this in the first place hopefully they will put more care into bikes in the future

Awesome work! I would kill to have a shop like yours in my town! So many shops fall to short of this kind of customer service.🍻

Great to see a manufacture hold their hand up & day sorry but yes - we need to celebrate & recognise the good as well as the bad. One wounders how many others would have followed Canyons example.

I ordered a Canyon Speedmax with mechanical Ultegra. It came to me with 105. I called and talk to one of the sales reps and they immediately owned their mistake and refunded me $880 for an upgrade to Ultegra. I also have a Canyon and Aeroad and I will tell you that I love these bikes. Their customer service is excellent and they will always strive to make things right. No issues with my Aeroad thank goodness! My next purchase will be the 2023 canyon Ultimate CF SL

Customer service and process perfection are difficult to get right, but kudos to Canyon for making this right by the customer. I’ve heard good things about Canyon and this reinforces it.

I watched this video a while back and am happy to say that last week, my Endurace CF SLX 9 Di2 arrived, and apart from a slightly (I am nit picking) longer travel on the right brake lever (which should be easily fixed with a brake bleed when I get it services next), everything else is 100%. Even the Di2 firmware was up to date. Whomever does the bar taping needs a high five. Great job. If you have the means to get one of these, I highly recommend it.

Respect all around 💯

Many years ago I was a EDDY MERCKX dealer, one time I received a shipment of 3 steel frames and one had a fork that the paint on the inner blades of the fork was lightly painted so I mentioned this to my supplier when I was ordering five more framesets, when I received the 5 framesets, on the invoice it stated 4 MX Leaders framesets and one paint job, so I brought it up with my contact, and he said, since I'm just a great dealer for these older framesets, they decided to give me the 5th frameset for free so I just need to pay for the paint job.

Good job Canyon!!! All other bike brands should take notice and step up and follow Canyon's lead. I feel much better about buying and recommending Canyon. Things happen... It's how you handle it that really matters. Well done MCW!!!👍

Always found Canyon UK very helpful with any issues i have had with my aeroad

I've found Canyon UK service excellent when l had issues arise.

I have an Ultimate and wanted wider bars and Canyon swapped them over no worries, later on the Ultegra crank failed (common issue) and Canyon were very helpful with the issue. All in all Canyon are great to deal with.

Good to see a company doing work to fix it and you to exposing both the initial problems and publicizing the fixes. I’m especially glad they compensated for the hassle of shipping, missing a summer of riding etc especially given the cost. I had set aside Canyon as a brand I wouldn’t consider for a future bike purchase but now I’m reconsidering.

As a Canyon customer (3 top end bikes) I have to say I have seen quite a lot of negative press but have always been happy with their customer service. I've had a Aeroad frame replacement and a set of carbon base bars on my Speedmax CF SLX replaced, yes it's a bit of a fath boxing up the complete bike to send back but I personally have always been happy with their resolution and I'm currently in the market for a new summer top end bike and will definitely consider them again. Well done Canyon, you've certainly redeemed yourselves on mine and this guy's bike.

I have bought a canyon grizl 7 this days. I'm happy with the bike. In my second tour I realized that some rubber covers for two unused frame threats are missing. I wrote this issue to the service center, they shipped a spare set to me without any questions, I would buy a canyon bike again.

@ bar tape: looks like a eletrical tape, I use the Coroplast since years. It´s elastic and comes in many colours.

Great job canyon of making it right for the customer.

Ask the owner to keep us updated on how long it is until the chainstays crack, hope they dont but keep a close eye on them. My cousin is on his 3rd canyon carbon road frame, yes.......third! This is after suffering the same kinds of failures multiple times.

Nice balance and responsible journalism. A pity this is not the way the mainstream media works.

Have to say, very happy with Canyon’s services as a 2018 CF SLX owner. The Frame cracked during the pandemic, they did everything they can to find me a replacement despite the parts shortages. We eventually settled with the solution of downgrading to SL (a few hundred grams, no more than an iPhone, heavier but more robust) with Canyon refunding the difference in Frame price.

Well done ❤

A good company will always use the motto, “If you like our service tell your friends, if you don’t like our service tell us.”

At least some company take responsibility of their workmanship, unlike some other out there. (Ie Dolan). Side note - pity that video was taken down. It was really insightful and professional content that should be promoted more on what is actually happening out there in the market. Keep up the good work though, great content as always.

It's great Canyon fixed this and compensated him so well......but the skeptic in me says that if this matter wasn't so public on KZfaq the result would not have been the same for a regular consumer that received a terribly built bike.

Nice to see canyon making amends!

Well done Canyon. First class response

Really good to see this is and nice to see canyon issued a 550 refund to the customer. I was lookimg at the canyon ulimate previously and this video has restored some faith into the company 👌

Well done

Respect your video and also Canyon for putting right what was wrong in this case. Undoubtedly your video had some influence in how they dealt with the issue, and like you say let’s hope this leads to change on the assembly line where more care needs to be taken. Having said all that, I’m still shocked at just how badly they got it first time around, and as a customer spending that kind of money I think it would have been too much for me to accept and a refund would have been sought.

This is how customer should be treated.

In my case, my 5 year old frame was cracked at the bottombracket. I had to send some foto's to Canyon and the replied immediately: "send the bike to us and we'll fix it" And sure they did. No Social Media involved. So I'm still very pleased with my Canyon Bike.

Nice to see the loop closed in a positive video.

Kudos to Canyon. Chapeau to the mechanic. 😎

Not everyone has an advocate like you! It would change the industry.

I hope that the Bike Manufacturers realize that us, the Customers, really want to Buy & take pride in their brand bikes.

Well done Canyon. The money refund was a nice touch. Such build faults, however, shouldn't exist in the first place. Obviously.

Question is if they treat a "normal" customer without a youtube channel in the back the same way... On the plus side I have to say I use the same bike (but 11 speed, 2019) and it's a very good bike. Would have love to see better cable management with a 2022 model for that price, especially if you compare it with a 1500€ Rose bike...

Kudos to Canyon for making this right with the customer. But on the other hand, sad that customer had to take it to you for a quality control check.

Well done Canyon!

The first video made me wonder if Canyon would be a good choice but I have to admit that Canyon has gone above and beyond of what I would have expected from such a big company, and thank you to Mapdec for the honest and objective reporting.

Good job, Canyon!

My own experience with Canyon warranty is excellent, my bike warrenty was almost expired but they replaced the bike! No arguments just great service.

Canyon get a nice bar tape finish by using like a half width insulation tape. I redid mine by putting a roll of insulation tape in a vice and slicing down the centre with a stanley knife and you end up with nice skinny tape 😀 oh and the step in the handlebar helps the nice finish.

Fair play Mapdec Fair play Canyon

Well done Canyon 👏

As I am looking at a highend endurance myself, I still cannot grasp how such an expensive bike ends up in such poor state of delivery. Its quite nice and respectable that the service level is nothing to complain about but how are they going to prevent this from happening? Spending 7-10k on a bike I expect it to be pristine in the first place, especially from an online retailer...

Well done you and well done Canyon.

Nice work doing the revisit and fair play for doing it. Still doesn’t explain how it left the factory in that condition

Question is: Would Canyon accept the return if it wasn't for the video expose here on KZfaq? (P.S.- I own a Canyon road bike).

Well done to Canyon 👍

Kind of disappointing the 1st time around, but things (Let’s be honest) can happen (even though it shouldn‘t - and I couldn‘t afford to) - but at the end of the day, kudos for Canyon having it solved like that in favour of the customer. Seems rare these days from big companies…and smaller ones too - yes, looking at you Open etc 😉.

Well done to Canyon. Every brand puts out some lemons, the question is what they do about it.

Make sure you link this vid from the original vid by editing the description, I think that's a fair way to show Canyon's excellent response

I just sent back my Aeroad I after having it for 6 months and beeing able to ride properly 3 months. They only do care their bikes if you have such a big cycling channel. For me i had very similar problems without solution. The ultimate reason for sending it back was a small bubble on the carbons resin which reduces the strength of carbon and makes it unsafe. After 1.5 months of waiting for a repair, I used my legal rights and send it back for good. According to Canyon's claim, these pieces are being checked, but for some reason, such problems occur in my pieces.

Looks like all of those public reamings has made Canyon take note.

All right they solved the problem and made some discounts, but don't forget the price of that bike is huge and the profits they are making is huge. what they did was basic. In fact with all these problems I wanted my money back and would consider another brand. For the value of the bike I think it was a lack of respect.

I wonder if Canyon would have gone to this level had it not been for the original video on a popular KZfaq channel.

That tape looks like self fusing tape. I work with high tech equipment and I have used it for a long time and use it when I wrap my bar tape. It looks better than regular electrical tape and it bonds to itself, so it won't come lose. I could be wrong, but it appears to be that or something similar. Some people call it "bonding electrical tape" or "splicing tape".

I have a big bugbear with the QA at bike manufacturers from wheels to frames to complete bikes. Accidents can happen when shipping but the bike should be ready to use at the customers end and if not the company has failed it’s customer. Canyon have done the decent thing here and hopefully it’s a wake up call for better quality in their factory from now on.

A great resolution but personally if that was my bike I would still feel a little let down. One or two original niggles you can overlook but with so many faults it should never have left the factory. The happy outcome only largely due to your efforts would make me think twice about buying a Canyon.

Bought a Canyon Ultimate earlier this year. Blue painted, and i noticed a small field on the seattube that seemed to be missing some clear coat. Only a cosmetic thing, but still... Took a picture, and reached out to Canyon: - That does not live up to our standards of quality, please return the bike and we will send you a new one. Me: Ok, but now summer is here, and i can see you are out of stock on this model. If i return it, i will be without a bike throughout the season. Any suggestions? Canyon: No problem. Use the bike as you like this season. When we have a new frame available, we will send it to our servicepartner near you (Norway). Then you can bring your bike there, and they will swap the frame. That ended up as the sollution, no expences on my behalf. The mechanic at the workshop was surprised that Canyon gave me a new frame, it was a very small cosmetic defect. This was my Canyon nr. 7, which i told them initially, but still, i really think Canyon handled my case perfectly. A few q's for you: Based on your impression / knowledge, how would you rate Canyon in terms of build quality / fit & finish / attention to details? I appreciate / expect top quality, and i'm thinking of buying a new bike. Considering both the Look 785 Huez RS and the Time ADH 01 / 21. Which one would be your pick? I notice Look is considerably cheaper... Other brands i should consider? Great content from you guys, thanks! 🙂

Very good

This is nT a customer service action this was simply fixing what went wrong and fixed. Their customer service stil need improvement. I own a canyon and it’s great. Make no mistake I love my bike. When I went o buy another aero I had a billing address issue they sold the bike to another, with out reaching out and it was not up for discussion.

That’s how EVERY Canyon should reach the customer, no matter how much the bike cost. I wonder what the response would have been if you hadn’t got involved?

Fair play to them but when you mentioned he had missed the whole summer of riding while they sorted it i thought no way .... also, yes well done for sorting it and the extras thrown in ..... BUT you should be able to choose your bar width on a bike of that price and the biggest BUT is would they have done that if you hadn't made a video about it 🤔 probably not....

Kudos to Canyon 👏👏👏