Canyon Aeroad - Read if you planning on purchasing one

[button]

Hi Hubbers,

 

I would like to state from the outset that this is not a scathing review of Canyon nor is this intended to sway you from making a purchase. Rather, I'd like this to be an informative post that you can take into consideration when making your bike purchase. 

 

I speak here, purely, on the Aeroad model from Canyon.

 

A little background... 

 

I purchased my Canyon April-May this year. I was absolutely blown away by their prices and components, not just on the Aeroad but on ALL of their bikes. Including the 30% tax and duty charge (15% each), the Aeroad at my door came to a rough R78K. This was the 8.0 Model with Reynolds full carbon wheels and Ultegra Di2. Finding anything close to this locally would have set me back +100K! So it seemed a no-brainer to buy the Aeroad. 

 

I am happy to explain the import process but thats not the point of this post. All in all bike arrived relatively hassle free.

 

I loved the bike! looked great, rode even better! 

 

After the second or 3rd ride I noticed a small hairline crack in my top tube, just forward of the seat-post. I emailed Canyon with images. They made me cut the old frame in half and sent me a new frame free of charge. No import duty or tax. All canyon's responsibility - I was very impressed. Had the bike rebuilt and continued my riding. A couple of weeks later I noticed another crack very similar to the first - in the same place. I was devastated and contacted Canyon again and with very little questions asked they replaced my frame in a similar manner as the first time around. Again I was amazed at the service I received. Bike was rebuilt again. 

 

About a month ago I was going down Sandton Drive (A regular road on a regular route here in Johannesburg) 

I got into an aero-tuck as I, and everyone else does when getting to this part of our regular course. The road surface is a normal (for South Africa) tarred road. I was in the aero-tuck on the top tube half way down the descent and heard my frame crack underneath me as i went over a rougher surface of the road... Suddenly everything came together and I realised what happened to the last 2 frames! This is where my email string picks up...

 

I am 86kg. 1.83m... (relevance to follow)

 

 

Hi ***. 

 

My Canyon Aeroad frame has cracked on the top tube again! This is now the 3rd time this has happened. 

 

I was descending on the top tube this morning and I heard it crack. This is very frustrating and now the 3rd time this has happened. I understand the top tube is not as strong as the other parts of the frame but surely it should not crack? You have world tour riders on the same frame and they spend a lot of time on the top tube. I did not expect this when I bought this bicycle. It’s very disappointing.

 

This is now the 3rd time and I am frustrated and I am starting to run out of patience with this issue. I also have to pay every time for my bike to be be stripped and rebuilt when you send a new frame. 

 

I spent a lot of money on a ‘top line’ aero bike and if I can’t optimize my aero position by sitting on the top tube when I’m descending then what’s the point?

 

Please get back to me as soon as possible. 

 

See images attached. 

 

Regards 

 

 

Service Center | Canyon Bicycles GmbH via z9vvaoxyfx1jnn.0y-lcabuac.eu11.bnc.salesforce.com 

to me

Hi ***,

thank you for your email.

First of all I would like to apologise for our late response.

Thank you also for freely admitting, that you have been sitting on your top tube whilst riding, as this is not covered under our warranty or guarantee, as this is not considered a normal use for a bicycle.

Under normal riding conditions only very minor forces are led through the top tube which is why it is not designed to withstand considerably larger forces like a riders body weight.

Whilst it is of course very tempting to mimic what pro riders are doing it should always be considered, that on the one hand they are usually much more experienced regarding bike handling and many do not actually sit on the top tube but rather hover over it keeping tension in the legs. Also when winning a stage nets you 11000 € risking an expensive frame in the process is usually worth it.

Regarding the circumstances we can only offer you a new frame under our crash replacement program. (a small discount on a frame only)

Kind regards,

***
Servicecenter

 

 

 <>

Tue 21 Aug, 10:47 (6 days ago)

 

 

to Service

Hi ***,

Thank you for your reply.

 

I, however, can not accept this response. I found your email brash and somewhat offensive. 

 

If this is the way you talk to your customers and your target market then my perceptions of Canyon are way off.

 

Firstly I am a Cat 1 rider. This is one level under a domestic pro here in South Africa. I know how to ride a bicycle. Comparing me to a pro and suggesting I have damaged my frame due to a lack of skill or knowledge is offensive. I also find it hard to believe that on long descents riders would choose take tension in his legs the whole time. But that's just my opinion and I'm not a pro so what would I know... right?

 

I rode a Giant before this, had it for 2 years, sat on the top tube all the time and never experienced this issue. I have friends on Cannondale, Specialized, BMC, Trek (all of which make aero frames) - who descend on their top tubes and they have never had issues. I thought of Canyon to be part of the top brand manufacturers but if your bicycle frames break easily like this then I'm starting to doubt my assumptions. 

 

If you (Canyon) know the Aeroad to be so very weak in this area then why is it not communicated clearly to potential buyers? Why is there not a disclaimer upon checkout or even better a 'DO NOT SIT' sticker on the top tube? I could only imagine the drop in sales if this 'fault' in your design was communicated clearly. I spent a lot of time and energy searching for a new bicycle. I could have chosen anything but the look and 'value' of the canyon settled my choice. If this 'cracking' is par for the course with the Aeroad frame then I am really starting to regret my bike choice. 

 

On top of this I paid 30% duty and tax to bring the bike in. I could have easily bought something locally and if it was communicated to me that my top tube will break that is exactly what I would have done. Its not as easy for us in South Africa to get bikes from you than it is for people in Europe and I went through the effort and admin because I perceived your quality to be up there with the best.  

 

You referred to the fact that pro's earn 11000 euro for a stage win so breaking a frame is worth it. This seems, to me, to confirm the fact that your frames crack like this regularly. If this is the quality standard that you strive for at Canyon then this is very disappointing.

 

I am very saddened by all of this. I loved my Aeroad, I really did. This reply from youl has left a bitter taste in my mouth and if anyone asked me my opinion about the Aeroad I would have to be honest and say; "Yeah its a nice bike but your top tube will break if you sit on it".  

 

For a direct-to-customer business model I was absolutely shocked at this response. This could really impact your sales. I ride with a huge group of people here in South Africa - a mix of pro's and amateurs, managers and directors, team owners and sponsors - they have all been through this with me and have seen the response I have received and they too have been amazed. After hearing good things from Canyon I'm sure some of them will be having second thoughts.

 

If this top tube crack is not as regular as you have made it out to be and it is a factory fault or a carbon mold fault, then I want a new frame. If this is as regular as your email reply suggests then I am out of suggestions and dont know what to do and I'd hope that you have an answer for me.

 

I dont want to have to go to social media and forums about this for advice. I hope to receive a reply from you in which you actually have your main target market and customers interests in mind.

 

Regards

 

 

Service Center | Canyon Bicycles GmbH via uyetr4x8vodhu.0y-lcabuac.eu17.bnc.salesforce.com 

to me

Dear ***,

thank you for your email from the 21st of August 2018.

We apologise, if you considered the answer from our Servicecenter as brash. It is not our intention to treat our customers rude.

But as my colleagues from the Technical Support informed you already, in the present case we only can offer you our Crash Replacement Service, because such an issue is not covered under our warranty / guarantee.

Since the sending of your bike for check to our Canyon workshop in Germany seems not to be a viable option for you, we can give you the addresses of two service partners in South Africa, which you can contact regarding that issue.

Shop Name:       John O Connor Cycles
Address:              3, Aquarius Building, Rothesay Pl, Mouille Point, Cape Town, 8005, Südafrika
Phone: +27 21 434 7741
Website               www.joccycles.co.za/

Shop Name:       BMT Bike Shop
Address:              Black Horse Centre, C/o Dorp and Market Street, Stellenbosch, 7600, Südafrika
Phone: +27 21 887 3417
Website               bmtsa.co.za/

Kind regards,

***
Customer Relationship Management

 

______________________________________

 

I was absolutely shocked at their reply to my very lengthy email. They didn't answer any of my questions. I understand they would never admit that there is a problem with their frame but I fear that their silence regarding my email does just this. 

 

It seems to me that manufacturers are trying to save weight anywhere they can with these new age aero frames and they end up compromising their bikes so much that they sit on such a fine line between beneficial and detrimental 

 

I would love to hear your guys thoughts and opinions and if anyone has experienced issues like this with their Canyon or even with other bikes. 

 

Again I dont want to be scathing but If I had this information at hand when I was making a decision I most likely would not have bought the Aeroad and I hope that potential buyers would appreciate the information. 

 

Thanks for taking the time to read this post 

 

Cheers

 

Edited August 28, 2018 by button

[Aurora]

Interesting, I have a Bianchi Oltre crack in the same place and was replaced no questions asked. 

 

I also get what you are saying as it should be considered as normal riding now days but according to their warranty it is not (I never read the small print either).

 

You here guilt in your email and thus voided warranty.

 

Their response does suck and was quite rude but unfortunately if this is stated correctly in their warranty, there is nothing you can do about it.

 

Was your bike not insured under all risks? If so, just claim on that and buy yourself another brand of frame.

 

I have actually been looking at a Canyon for a while but after this I may have to think again.

[Pure Savage]

This is why Quintana lost the tour last year when Froome attacked on his top tube, Froome knew Quintana would die if he tried to keep up! 

 

Hope they come to their senses and warranty it.

 

If not tweet Alex Dowsett/Valverde/Quitana/Kittel/Tony and ask them if their Canyon's also crack?

[Shebeen]

sjoe.

 

You've broken three frames, and they replaced the first two no questions asked?

 

This is either rider, manufacturer fault or both. With the internets today we should be able to solve this one.

[Pure Savage]

Interesting, I have a Bianchi Oltre crack in the same place and was replaced no questions asked. 

 

I also get what you are saying as it should be considered as normal riding now days but according to their warranty it is not (I never read the small print either).

 

You here guilt in your email and thus voided warranty.

 

Their response does suck and was quite rude but unfortunately if this is stated correctly in their warranty, there is nothing you can do about it.

 

Was your bike not insured under all risks? If so, just claim on that and buy yourself another brand of frame.

 

I have actually been looking at a Canyon for a while but after this I may have to think again.

 

Agreed re insurance, buy a Cannondale, I spend 43% of my ride on the top tube. No worries.

[Andrew_Smith]

Interesting...

[Clinton H]

Shocking , sorry you had to pay the school fees for the rest of us . 

[Headshot]

I see from a Google that a guy in HK had the same issue. He weighed 55kg and only rested on the TT at red lights. There is also a comment from someone that the top of the TT is basically for show as the strength is in the lower part of it. Mmm not so sure about that but I know nothing about carbon frame construction.

[eddy]

Interesting, I have a Bianchi Oltre crack in the same place and was replaced no questions asked.

 

 

And Canyon replaced not one, but two frames "No questions asked".

 

Maybe, just maybe, when thousands of riders ride their bikes for years without problems and one guy cracks three in the space of three months, we should look more broadly at the cause.

Edited August 27, 2018 by eddy

[karma]

Agreed re insurance, buy a Cannondale, I spend 43% of my ride on the top tube. No worries.

 

Interesting figure, how do you measure it?

My Garmin lacks that feature.

[Jewbacca]

A 2 minute google search shows that the cracking of Canyon road bikes is common place.....

[Madone69]

Agreed re insurance, buy a Cannondale, I spend 43% of my ride on the top tube. No worries.

out of interest...how did you come to this figure

['Dale]

It seems that your customer profile was red flagged after 3 replacements.

I would do it too.

 

It is a strange coincidence.

 

Wouldn't you question this if you were the brand manager, opening poster?

[Furbz]

whoa. i would have killed for a canyon. now not so much.

i rest on my top tube all the time on my Look, Giant, Cannondale and Ritte and never had any issues like this.

poor form Canyon.

 

there is also the outside chance the OP has an ass of Steel!

[Tristand]

Sitting on the top bar while waiting and sitting on it to settle the head set are hardly unusual too. Sounds like they are making the carbon too thin to get the weight of the aero models down. Makes you wonder if they should raise the 6.8kg limit for aero models?

[button]

sjoe.

 

You've broken three frames, and they replaced the first two no questions asked?

 

This is either rider, manufacturer fault or both. With the internets today we should be able to solve this one.

 

I was conisdering rider error but I had a Giant Propel for 2 years before this and never managed to crack a top tube