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September 24, 2017
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  • Gooda

    Hopefully they’ll manage their intro into the US market far better than they have their move into the Australian market i.e have bikes available to deliver to buyers within 4 months of purchase.

    • James Huang

      It’s inevitable that such a tremendous undertaking will be fraught with issues, I think. Let’s just cross our fingers and hope for the best.

      • George Darroch

        It’s not inevitable. Ensure sufficient manufacturing capacity and work with a competent logistics partner.

        They’ve done a terrible job, and we have every right to be skeptical of their claims. What should have been 4-6 week delays were 4-6 months. Let’s hope they’ve improved, but nobody has to offer them that faith.

        • Yolandadmanno3

          “my room mate Lori Is getting paid on the internet $98/hr”…..!tc384urtwo days ago grey MacLaren. P1 I bought after earning 18,512 Dollars..it was my previous month’s payout..just a little over.17k Dollars Last month..3-5 hours job a day…with weekly payouts..it’s realy the simplest. job I have ever Do.. I Joined This 7 months. ago. and now making over hourly. 87 Dollars…Learn. More right Here !tc384u:?:?:.?.?.?.? http://GlobalSuperJobsReportsEmploymentsLinesGetPay-Hour$98…. .????????????????????????????????????????????????????::::::!tc384u….,.

          • Dani El

            How about go fuck yourself Margaret?

            • Dave

              How about stop replying to robo-spam? It only helps them when they get reply notifications, and will only make you look like an absolute plonker when the spam is deleted and your profane post will still be hanging there.

              If you’re that angry, posting online is probably not a good idea. A far healthier way of dealing with it is to get outside on your bike and unleash your anger on the local hills, you’ll be far better off for it.

              • Dani El

                I don’t give a shit about all that. Have a nice day though!

            • Laurens

              I think that’s how her room mate Lori makes said money.

        • Morten Reippuert Knudsen

          2-4 months is nok uncommon in europe either – sometimes they are just out of stock for certain frames or bikes durring the year. Usually the most popular ones.

          • awesometown

            yeah, that’s just not good supply chain management if you’re waiting 2-4 months for a non-custom bike. If they hit those delays in the US market it’s going to be hard to find a reason to pick canyon over cannondale.

  • Hi Gooda, as the Australian Market Manager I would like to clarify your comments for the other readers of the site. We launched the Australian site on the 15th December. Our first customers were riding their bikes at Christmas! That is in line with the two week lad times suggested in the article. Now, I am certainly not saying that every size of every model was available at launch time. There were certainly some with 4 month lead times from our production facility – which were clearly advertised on our site. This is no different to the more traditional supply chain, of which I have near 10 years of experience. In the more traditional model there will also be similar wait times for specific models.
    In summary, to date after our first 6 months of operation, looking at all of the performance indicators, the Australian launch has been a great success!!

    • JasonM

      Why are you offering such a limited range? For an online model where you don’t have to hold any stock what is the advantage of only offering a few select models in the Canyon range? I was all set to buy two of your models and had been waiting 6 months from the initial announcement of them being available in Aus to the launch to then find out the the models I wanted were not being shipped to Aus. Even after talking to you at the St Kilda super crits about them!! Then after finding out about @Canyon_Delays which has now been suspended and the mess your system was in I’ve thankfully moved on.

      • Hi Jason the reason for the limited range is due to some future plans that will get bikes to customers in Australia even quicker than two weeks. This will involve local inventory and unfortunately due to our market size in comparison to the global market it makes sense not to offer everything. Sorry that we couldn’t satisfy you with what you wanted. Hope you are enjoying your new bike, whatever it maybe.
        In relation to delays, this was actually mentioned in the article and was due to a brand new factory and operating system across the business. Things are going very well now.

        • Hamish Moffatt

          Why wouldn’t you offer the popular models quickly from local stock but allow the whole catalogue to be ordered with longer lead time? It’s infuriating to Australian customers when importers decide to omit some models, and unnecessary in your case.

          • Hi Hamish thanks for the feedback. Whilst on the surface it may seem that there is absolutely nothing to be done to have a model offered in Australia, there are a number of actions that need to be addressed to offer additional models.
            In saying this of course I would be very interested to know specifically which model you would like to see in the range?
            Maybe we can add this one in if there is the demand.

            • Hamish Moffatt

              Hi Darryl, thanks for replying. I didn’t have a particular model in mind or a particular interest in any Canyon bike, just frustrated to see yet another manufacturer not bring their whole product line to Australia – especially as there doesn’t seem to be the stock issues that would affect other brands that use traditional supply chains. cheers.

            • Goran

              Hi Daryl. I am a first time buyer. I wanted to get some assistance with a few things. First my bike size. Also shipping costs etc and do you have any sydney lbs partners that i can visit for assistance if needed ? Thanks

    • Pimpdalyrical

      Will your 2016 lineup be available at US launch, or will your run here begin with the 2017 model year?

  • Connor

    I wanted my Endurace in late 2014 so much I ordered it and had it sent to my mum’s house in the UK and then picked it up when I went back to the UK for Xmas hols…I then bought it home to Melbourne in a bike carrier within my luggage allowance. Yes, the lead times can be annoying BUT the quality and value of the merchandise was worth the planning…if we’re dropping $3-$10k on a new bike a bit of patience and planning isn’t too much to ask. It’s another quality choice for us consumers that we didn’t have before….watching Valverde’s white Ultimate SLX bounce up Dolomites or one of Kristoff’s Aeroad in a sprint, how could we not want either of this as a buying option. Trickier than an LBS sure, but a legitimate option where the price/spec equation CAN work in your favour.

    • slowK

      …or Cadel’s 2009 worlds win, or Gilbert’s 2011 rampage, or Quintana’s 2015 Giro…

      Pro race success isn’t a huge factor in my bike buying decision making, but the good associations definitely do no harm.

      • Dave

        The number of flabby middle managers riding BMC bikes in Australia would suggest that, while not applicable to all individuals, it does help drive sales volume.

  • SpartanBike

    what about the canadian market?

    • James Huang

      I’ll find out and update the article as soon as I hear from Canyon.

    • James Huang

      Just heard back. Sorry, no comment on Canadian operations.

  • Mike Jacoubowsky

    The local bike shop will retain a very significant advantage- matching the right customer to the right bike. We, like many shops, allow customers to order on our website, for pickup in the store. People are ordering these bikes just like they would from Canyon. That includes the guy who’s 5’6″, weighed 280 pounds, and ordered a closeout 60cm tri bike because it was such a great deal. Obviously, when he came into the store, we steered him in a more appropriate direction! Clearly, there is a subset of the market that doesn’t need or benefit from this, but it is, in fact, a subset. Most people who haven’t been life-long riders don’t know the various options, don’t understand how subtle changes in fit can make the difference between a bike they love to ride and one that spends its life sitting in the garage, one more well-intentioned idea that didn’t work out.

    We, the local bike shop part of the industry, really have to watch out for things that “dumb down” our advantages. On line ordering is becoming increasingly important, but it should not be at the expense of what makes us different from a pure on-line play. We need to accentuate those differences, much more so than we need to imitate the sales process of the Canyons of the world.

    • Hi Mike, Yes the local bike shop is still an option for some customers. Suggesting that Canyon “dumb down” the experience is an interesting statement. We offer local service but in a different way.
      I head up the Australian Service Centre and one of the most frequently discussed pre purchase subject with our customers is getting them on the correct size bike. We understand reach and stack – in fact one of the team is a qualified bike fitter! Another big plus is that if one of our customers do end up on the incorrect size we offer a 30 day right of return where they can exchange for the correct size bike.
      Another point is that Canyon customers are free to choose a bike fit of their choice. In fact I personally just had a fit done on my road bike by someone that I would suggest is one of the leading bike fitters in the country – http://www.riderfit.cc. My bike size was correct and only required very minimal adjustment.
      Finally, the clear out you mention is interesting. Just last month I was visiting one of the independent fit studios that we work with in Sydney and he was showing me one case where a customer had purchased a big brand Tri bike – one that associates themselves very closely to the major benefits of bike fit – from a shop where the bike was 2-3 sizes too small………

      • winkybiker

        I think the opportunity to use independent bike fitters is one of the advantages of the Canyon model. The bike fitter can also give independent advice on the style of bike (and brand?) suitable for the rider. Of course, one can get an independent bike fit done and take that to the LBS, too, but there may be a risk of still being steered to the wrong bike by a salesperson incentivised to push a certain brand/model.

  • roddders

    Company with shit supply and awful customer services expands to America. At least they’re getting free publicity from people they give bikes to.

  • Larry @CycleItalia

    “The German brand moved to a new factory in Koblenz last year…” The word factory implies manufacturing rather than assembly…the article should clarify this as I believe the frames are made in Asia?
    Interesting partnership with the clothing brand…spend all the loot you save buying a bike direct on overpriced kit?
    How soon will the big S company introduce their “screw the independent bicycle dealer” program to join the big T and G in the USA?

    • That’s correct – there are a few factories in Asia that they use for frame manufacturing, with QA and assembly done in Germany. We visited their home in Koblenz last year: https://cyclingtips.com/2015/10/a-visit-to-the-home-of-canyon-bikes-in-koblenz/

      • Larry @CycleItalia

        QA is?

      • Deryck Walker

        Re delivery times etc, all first world problems if you ask me.

        Anyone insinuating a frame built in Asia is inferior to a frame built in Europe needs to come out of the dark ages.

        Similar to the automotive industry, many of the brands that were previously viewed as lower-priced lower-quality have lifted their game significantly to be on par, if not better than the non-asian constructed products. I’m not saying im a huge fan of consolidation and homogenisation in any industry, but the significant volume/revenue has allowed for massive investment in R&D & manufacturing processes that has brought many of the companies (previously viewed as low cost low quality) to the top the market.

        I know ill get hit over the head for saying this, but I would contend there is no performance difference between lets say a mid range giant and a high end parlee. You may even find the giant is faster with significant more $ R&D.

        Note: I’ll frame the above by saying I own a set of Enve 3.5s.

        • H.E. Pennypacker

          True. But the sense of superiority that comes with owning a Parlee or similar is, from what I gather, just exquisite.

    • fignon’s barber

      Larry, with all due respect, the “Big 3” add C also, have been wrecking the life work of small family owned businesses for years. I know of a number of LBS that have been bankrupted because the bid brand corp forced them to take on an unrealistically large annual stocking orders in order to qualify for a livable discount. They pay in January, Big Brand announces new models in april, said LBS is stuck with unmovable inventory (unless they give up their margin), each year sucking the blood out of the mom and pop shop. Specialized even leverages a quota before the LBS can sell the profitable items like helmets. I quite enjoy seeing the likes of S,T,G, AND C being nervous. I’ve often said if I ever owned a bike shop, I’d sell everything but bikes!

  • Crydda

    Well good luck to them; the bikes are superb value – the best available, in my opinion, but they really will have to improve customer service dramatically, if they are to succeed in the US. American customers do not like being f*****d around and given Canyon’s recent track record, it is nowhere near good enough to succeed in the States

    • C Hurtado

      While it’s “noble” and all that Roman Arnold publicly apologized for “issues” related to new “IT” problems, the truth of the matter is that Canyon has had the most unusual- read “worst” customer service I’ve ever encountered. German retailing has traditionally had a very unsavory reputation WRT customer service.
      Canyon has taken that to a new level. My 1st and 2nd hand experience with canyon (we just “love” trying to communicate with them) is that there has been for several years an inflexible, rigid, “piss off, if you don’t like it go buy something else” attitude. As mentioned, this is not something new nor a result of a recent “IT” overhaul unless they have been in an overhaul for 5 years. The saying goes “shit runs downhill” and I have often thought about what the mindset or customer service mission statement of those who run the company are. Here are some examples:
      -10 days to receive a response to emails
      -Yes, we at canyon promise to provide you the paperwork in order to receive your VAT refunded. Order bike, pay in full, 3 months later bike in hand. “We no longer provide such paperwork for VAT refunds”. Eat the VAT sucker.
      -Want a longer stem (a stem that used to be quite difficult to get in 1 1/4 steerer) so your bike fits correctly, fine, the stem is in stock but that will delay shipment of your bike for 3 weeks.
      -Crash replacment? Sure, we’ll sell you a new fork to replace your rock damaged fork for 10% off but you’re going to have to ship your entire bike overseas for us to sell you a fork. Ship the bike in order to buy a replacement fork?????? #@! I couldn’t believe my ears when I heard that. 2 month turnaround. NO thanks.
      -Fine, forget the crash replacement, I’ll pay retail for a new fork. No email response. Bought a new Giant.
      -Thought about a new aeroad. Key word is thought. Who buys an aeroad (who should actually be riding an aeroad) buys the correct size and uses the stock 90mm stem length on the aero integrated bar? A tel conversation and inquiry with a canyon customer service rep ensued. Customer service rep “Vee cannot substitute a different stem length, if you vant a different length, you must take delivery of the stock bar, then take the stock integrated bar to the office in Germany to personally exchange the length and pay a fee”. This friend bought a new Cannondale Super Six HiMod EVO.

      Have an issue with a crack in a frame or fork for a mainstream brand, bring it in to your local bike shop, the local rep will take a look, and if a covered item, your new frame or fork or both should be on it’s way soon.

      Have a warranty issue with a canyon? IF there will be a office/distribution warehouse in the USA, plan on stripping your bike of all components, box it up, ship it out, $150 later, and wait… wait….. wait….. What? Summer is over? Too bad. Hopefully you have a spare bike to ride. After all, you saved $$ when you bought it.

      Canyon I think build some of the nicest bikes. The problem is that they are like crack cocaine and the addictive compound is that they give them away relative to other mainstream brands. There’s always another cheap alternative in a short skirt around the street corner. That only goes so far. Some people drink the kool-aid and would love to be called names, shamed to own a canyon and pay money for that experience but I don’t think that endures.

      My belief is that absent a complete internal operations model and customer service overhaul they will be doomed to pissing off many many customers in the USA. You can’t sell bikes with a BMW “just in time” manufacturing and component supply chain. You can’t hold up shipments of bikes with no explanation for extended periods of time simply because you’re out of cassettes. You can’t tell people who are seasoned cyclists that you can’t buy our bike and expect it to fit properly without an absurd amount of effort.

      The sad part about it is that other than 1 person I’ve ever spoken with at canyon, no one has ever understood nor empathized with the absurdity of their operations and lack of customer service. It’s as if not one person there rides a bike or cares really; they were seemingly all rejects from the public sector, the Deutches Bundesbahn regional office. They recite a line and act like robots.

      Good luck getting that ship in order. Rapha, PLEASE don’t partner any more than you already have.

      • winkybiker

        All legitimate gripes in my view. The stem length one is the strangest. You can’t specify stem length when you order? Why the hell not? You can’t just mail back the wrong one for the right one? Why the hell not? “Bring it into the office”? Are they serious?

        Nice looking bikes, but I doubt I’d go this route on the basis of the reports like this of very poor customer service.

        (I bought my last bike online, but from a bricks and mortar store. I knew exactly what I wanted, and was comfortable that they would do things like swap a stem if I needed to.)

  • david__g

    Oh great, Rapha getting involved.

  • charlesojones

    I look forward to Canyon bikes being available in the US. It’s been a long time coming IMO. They are sold almost everywhere but here.

  • Patrick Murphy

    Canyon have had their problems with getting bikes out for delivery but when ordering your bike you don’t actually pay for it until it has been shipped, so if you are frustrated with the delay then you can quite simply cancel your order. Myself, I own 2 Canyon bikes, both have been great, both arrived before the intended ship date.

    I do feel that Canyon have been given a really hard time by some, but at the end of the day the product itself cannot be argued with, they are great bikes, the pain will be worth the wait.

  • Conscience_of_a_conservative

    Canyon has been busy on social media. There are many people convinced that the brand is something special. Absent a pricing advantage there’s no reason get a Canyon over a Trek or a Specialized. This is an interesting business model. Dealer’s don’t have to finance inventory and bikes are built as they are ordered more or less.

  • Jennifer McDingler

    Just another overpriced Asian bike built by child slaves in toxic sweatshops. Where things are made matters. Buy American or European, unless you’re too poor or ignorant to care.

    • James Huang

      I’m sorry, but that’s just a stereotype that’s been unjustifiably perpetuated. I’ve been to reputable carbon factories in Asia myself and they’re hardly “toxic sweatshops” filled with “child slaves” but rather very modern and clean operations staffed by *adult* workers. By American or European standards, the wages are, of course, low. By as compared to the local currency, those workers are paid pretty well and the jobs are highly desirable.

      • Jennifer McDingler

        Logically then, you would have no objection to outsourcing the jobs of “journalists” such as yourself to Asia. There are plenty of Chinese “adult” workers willing to repost manufacturers’ press releases for a fraction of what Cycling Tips is paying you. Perhaps you could even visit them someday to verify that “those [journalists] are paid pretty well and the jobs are highly desirable.”

        • James Huang

          Like many other higher-end companies, Canyon contracts much of its frame manufacturing to Giant. Those factory jobs didn’t originate in Europe or North America and weren’t outsourced; they were established from the outset in Asia.


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