- SOCAL, U.S. - Bought brand new Canyon Aeroad CF SL in June 2020, and by November the receiving end of the thru-bolt had stripped, making it impossible to tighten/secure back wheel. In the course of a week Canyon had me send pics, and concluded that it didn't look that bad. They told me to take it to my local bike shop and I would be reimbursed up to $40. When my mechanic was able to see it a week later, he confirmed it was totally stripped and couldn't be re-tapped. The threads are within the frame, so I had to ship the entire bike back to Canyon for evaluation. I was told once they received it, I would get notified of "potential resolution". One month later, and I'm still in the dark. Yesterday I bought a used Specialized Roubaix, and still awaiting some sort of follow-up from the folks at Canyon. At least I'm able to ride again. Praying Canyon does the right thing. Feeling like a sucker until they do.
Unfortunately their warranty performance and customer service is pretty poor at the moment. I'm sure it will be resolved to your satisfaction, bit be prepared to chase them, over and over again. If I was in the US, I would steer clear of Canyon. I don't think US support is that good at all.
My 1 week old new spectral is currently at Canyon UK having a motor/speed sensor issue sorted. been told its a software problem. The guys at Canyon Uk have been great so far.
It's not a software issue, it's the position of the sensor. Not a great frame design. Very easy fix. Pretty much all pre August Neuron, Spectral & grand canyon:ONs had the same issue.
Christ I’m pleased I came across your channel and vids. I was literally just about to press the button on a neuron tonight. Will do some more homework and perhaps look at the focus before I do.
Hi, hope I havent put you off completely, the Neuron ON is a great bike that I would 100% be keeping if I hadnt pulled the trigger in the Focus. I believe all the issues have been identified and addressed. However that doesnt guarentee you'd get a good one. The Jam2 is a great bike tho.
trickyricky MTB hi mate. No you haven’t but I was concerned with the extent of the problems seemingly coming from the Canyon stable. I’ve been considering the neuron and the grail on as a commuter but now you’ve highlighted the focus I’m looking at the thron2 to act as both. Looks good and it has the Bosch battery so will have the range and some trail capability.
@@darrenmilo9565 yeah I must admit I do like the Focus bikes. Theres something reasuringly solid about them n I like the solid rear triangle design... less to go wrong. Canyon design great bikes, they just to get a hold of the QC coming from Malasia.
I've had the same issue with my linkage as well as the seat clamp not holding the seat post at 4nm(poorly tapped hole and a too short of a grub screw imo) Canyon uk did the inspection on Wednesday and now waiting on a replacement frame from Germany. Which will be at least 4 weeks. Plus what ever canyon UK take to swap it over from my old frame. In fairness canyon UK have been very quick to respond and helpfull, I think as you said the German end is letting them down.
@@danielegray666 blue/light blue? Wasnt aware they had any other colours choices. Though the only colours were grey/orange and grey/black. Except the 9.0 which is black. Is this a special for another country?
Ah yes, I forgot they did the 7.0 in that colour. Only asked as I know they now have my replacement bike in stock in London. But that the 8.0 in grey/black
Just been following the Neuron suspension pivot saga with interest. EMTB reported bushing issues after testing Spectrals earlier last year. Seems to have been an issue on more than one bike they tested! I was considering ordering the Neuron ON 9 but thought I'd check customer services in UK first to see if the problem had been rectified. They wrote back saying they knew nothing about it!? Strange after your experience and the published review which first alerted me. I would be more likely to go ahead with my order if they had been candid about this since it's clearly been brought to their attention already. Expect that by now it will be resolved though so will probably go ahead and order.....Your vids - really informative and helpful. Top marks!!
Thank you for the kind feedback. Yes that is disappointing from the CS team, they are clearly aware of it. It is a great bike though and they may well have resolved it by now. Good luck!
Hi, thx for the video and updates! I've been thinking about a Neuron for a while and will prob push the button on one soon... How did you find the Canyon seat height after ordering a size up? Did you have to fit an aftermarket dropper or could you reach pedals comfortably. Cheers!
@@trickyrickymtb5622 Hi thx for the quick reply! Sorry I'm not very down with the kids :-) when you say slammed you mean it was at the lowest position possible = it could not drop? I also saw you reduced the reach by 10mm... was it a bit long? Cheers appreciate you taking the time to reply... I'm 6'2", 33" inside leg and ordered a L yesterday.
@@markhayes2362 yeah the dropper collar was down as far as would go (touching the top of the seat tube) I shortened the stem as I suffer from lower back fatigue and prefer a more upright riding position your height and leg measurement should suit large perfectly.
Just can't believe that you got fed up with Canyon and you live in UK. Can you imagine if you live in the U.S .A this is why Canyon is out of my buy list.
Canyon know how to design a bike, building them is another thing altogether at the moment. I think if I were in the U.S I would not consider them either.
- SOCAL, U.S. -
Bought brand new Canyon Aeroad CF SL in June 2020, and by November the receiving end of the thru-bolt had stripped, making it impossible to tighten/secure back wheel.
In the course of a week Canyon had me send pics, and concluded that it didn't look that bad.
They told me to take it to my local bike shop and I would be reimbursed up to $40.
When my mechanic was able to see it a week later, he confirmed it was totally stripped and couldn't be re-tapped. The threads are within the frame, so I had to ship the entire bike back to Canyon for evaluation. I was told once they received it, I would get notified of "potential resolution".
One month later, and I'm still in the dark.
Yesterday I bought a used Specialized Roubaix, and still awaiting some sort of follow-up from the folks at Canyon. At least I'm able to ride again. Praying Canyon does the right thing. Feeling like a sucker until they do.
Unfortunately their warranty performance and customer service is pretty poor at the moment. I'm sure it will be resolved to your satisfaction, bit be prepared to chase them, over and over again. If I was in the US, I would steer clear of Canyon. I don't think US support is that good at all.
My 1 week old new spectral is currently at Canyon UK having a motor/speed sensor issue sorted. been told its a software problem.
The guys at Canyon Uk have been great so far.
It's not a software issue, it's the position of the sensor. Not a great frame design. Very easy fix. Pretty much all pre August Neuron, Spectral & grand canyon:ONs had the same issue.
Christ I’m pleased I came across your channel and vids. I was literally just about to press the button on a neuron tonight. Will do some more homework and perhaps look at the focus before I do.
Hi, hope I havent put you off completely, the Neuron ON is a great bike that I would 100% be keeping if I hadnt pulled the trigger in the Focus. I believe all the issues have been identified and addressed. However that doesnt guarentee you'd get a good one. The Jam2 is a great bike tho.
trickyricky MTB hi mate. No you haven’t but I was concerned with the extent of the problems seemingly coming from the Canyon stable. I’ve been considering the neuron and the grail on as a commuter but now you’ve highlighted the focus I’m looking at the thron2 to act as both. Looks good and it has the Bosch battery so will have the range and some trail capability.
@@darrenmilo9565 yeah I must admit I do like the Focus bikes. Theres something reasuringly solid about them n I like the solid rear triangle design... less to go wrong. Canyon design great bikes, they just to get a hold of the QC coming from Malasia.
I've had the same issue with my linkage as well as the seat clamp not holding the seat post at 4nm(poorly tapped hole and a too short of a grub screw imo) Canyon uk did the inspection on Wednesday and now waiting on a replacement frame from Germany. Which will be at least 4 weeks. Plus what ever canyon UK take to swap it over from my old frame.
In fairness canyon UK have been very quick to respond and helpfull, I think as you said the German end is letting them down.
What model, colour and frame size did you order?
@@trickyrickymtb5622 Neuron:ON 7.0 in Blue/light blue Large 2020
@@danielegray666 blue/light blue? Wasnt aware they had any other colours choices. Though the only colours were grey/orange and grey/black. Except the 9.0 which is black. Is this a special for another country?
Ah yes, I forgot they did the 7.0 in that colour. Only asked as I know they now have my replacement bike in stock in London. But that the 8.0 in grey/black
I'm going to message them as I'm not bothered what colour if I can get it back quicker
Thanks for the vid - can you tell me what brand is your bike stand..? Looks cool.. thanks..
Got it from Decathlon, it was their best one. Its pretty good, but struggles with the heavy emtbs. I have a park tool stand now, something.. 10.3
Just been following the Neuron suspension pivot saga with interest. EMTB reported bushing issues after testing Spectrals earlier last year. Seems to have been an issue on more than one bike they tested! I was considering ordering the Neuron ON 9 but thought I'd check customer services in UK first to see if the problem had been rectified. They wrote back saying they knew nothing about it!? Strange after your experience and the published review which first alerted me. I would be more likely to go ahead with my order if they had been candid about this since it's clearly been brought to their attention already. Expect that by now it will be resolved though so will probably go ahead and order.....Your vids - really informative and helpful. Top marks!!
Thank you for the kind feedback. Yes that is disappointing from the CS team, they are clearly aware of it. It is a great bike though and they may well have resolved it by now. Good luck!
Still waiting for my replacement rocker pins. Canyon have not responded to my last two emails requesting an update. Very poor
There were a couple of times where I had radio silence. Not great, but in the end they were ok. Keep at it hopefully you'll get a reply
Mines on its way please please be ok
Fingers crossed for u
Hi, thx for the video and updates! I've been thinking about a Neuron for a while and will prob push the button on one soon... How did you find the Canyon seat height after ordering a size up? Did you have to fit an aftermarket dropper or could you reach pedals comfortably. Cheers!
Hi, no the fit was perfect. I had the 150 post slammed and had a perfect height. My inside leg is 84cm for info
@@trickyrickymtb5622 Hi thx for the quick reply! Sorry I'm not very down with the kids :-) when you say slammed you mean it was at the lowest position possible = it could not drop? I also saw you reduced the reach by 10mm... was it a bit long? Cheers appreciate you taking the time to reply... I'm 6'2", 33" inside leg and ordered a L yesterday.
@@markhayes2362 yeah the dropper collar was down as far as would go (touching the top of the seat tube) I shortened the stem as I suffer from lower back fatigue and prefer a more upright riding position your height and leg measurement should suit large perfectly.
@@trickyrickymtb5622 Nice one! That's given me the confidence I needed :-)) Keep up the great vids and reporting... so helpful!
Just can't believe that you got fed up with Canyon and you live in UK. Can you imagine if you live in the U.S .A this is why Canyon is out of my buy list.
Canyon know how to design a bike, building them is another thing altogether at the moment. I think if I were in the U.S I would not consider them either.
I've got rocker bolt 'issues' too. Keep an eye on all of those bearings when you get some miles on it 😉
See my channel if you like
Actually sold it straight after getting the warranty issue sorted. Kept the Jam2 that I ordered while this was being fixed.