Canyon warranty claim.

Angus McCoatup

Well-Known Member
Hi all.

Has anyone experience of making a claim against a Canyon warranty? I am in this process. I have had an Ultimate CF SLX carbon frame, for an little over 3 years. Last week, on a ride and without any warning, the chainstay snapped. The bike has been used strictly in accordance with the criteria it is meant for, ridden on roads only, within the weight limit, never been crashed, etc.

It's been sent back to Canyon UK who to be fair have been very responsive so far and have conducted a prompt inspection. They have done an initial report and sent this to their specialist materials team for further assessment. Options to be discussed after this- could take 2 weeks.

It is within the terms of the 6 year frame warranty, as I am the original buyer. Needless to say I am very apprehensive about the potential outcomes.

Any experience would be very welcome and I'll let you know how I get on.
 

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fossyant

Ride It Like You Stole It!
Location
South Manchester
Oof.
 
OP
OP
Angus McCoatup

Angus McCoatup

Well-Known Member
Certainly hope so. Although my LBS who are a Giant dealer telling me recently that getting hold of bits is a nightmare due to lack of staff in the distribution network. Stuff is stuck at Felixstow and they cant get it to warehouses as there are fewer drivers because of covid isolating.
 

Milkfloat

An Peanut
Location
Midlands
Most likely you will get a new frame, however some people on the Canyon Facebook pages have been waiting for a long time if the spare frames they keep aside for warrantees are out of stock. Most people seem to pay for the transfer of parts from the old to the new frame themselves.
 
OP
OP
Angus McCoatup

Angus McCoatup

Well-Known Member
Well, well, well. Canyon UK have examined the bike, compiled a report, sent this to their materials specialist team and have concluded that I do NOT qualify for a replacement under the warranty. The damage, according to them, is as a result of an external force and the 6 year frame warranty only covers manufacturing defects.

I feel like I've been done over by a 2nd hand car salesman.

I have not crashed the bike, it's been the typical fair weather bike, and never even so much been allowed to fall over. Where this so called external force has come from is a mystery to me.

I'm utterly disgusted.
 
Did they offer an insultingly small discount on a new frame?
 

glasgowcyclist

Charming but somewhat feckless
Location
Scotland
is as a result of an external force


That's too vague. What external force do they envisage caused it? I mean, just riding it in the manner it was designed for exerts an 'external force' on the frame. I'd ask for a full copy of the examination report so I could go over it in detail. I once had bits of an expert's report quoted to me as justification for refusing a £1300 claim (car related). I obtained a full copy of the report and it turned out they'd done some selective quoting and the conclusion in fact supported my claim. They coughed a few days later.

Consider starting a small claim against the retailer.
 
Well, well, well. Canyon UK have examined the bike, compiled a report, sent this to their materials specialist team and have concluded that I do NOT qualify for a replacement under the warranty. The damage, according to them, is as a result of an external force and the 6 year frame warranty only covers manufacturing defects.

I feel like I've been done over by a 2nd hand car salesman.

I have not crashed the bike, it's been the typical fair weather bike, and never even so much been allowed to fall over. Where this so called external force has come from is a mystery to me.

I'm utterly disgusted.
There is a guy called Raoul Luescher based in Melbourne. He is considered an authority of carbon bikes and does independent reports for Insurance, bike disputes with manufacturers and the Coroners have accepted his reports. I not sure if he prepared to comment without the bike but might be worth a try to send the full report and whole bunch of clear photos from all angles. Nice bloke. Manufacturers know this bloke.

If there is leg to stand on, might have to send the frame where scans will be done.
 

Cycleops

Guru
Location
Accra, Ghana
That really is very disappointing. I should ask them for evidence to support their conclusion. Tell them you are going to commission a report from an independent specialist and you'll see the retailer (that's who your contract is with) in the small claims court.
If they want to contest the claim they'll have to go to court and present their evidence. You might find they won't consider it worth the hassle and give in.
Either way I don't think you should take it sitting down. :boxing:
 
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