If they're not offering a full refund or replacement, they've just removed themselves from my potential future bike list. Partial refund is pathetically inadequate.
@@digital.olimon Service and parts availability will improve for the rest of their line-up after the partnership w REI. It is hard to be patient w this situation being so unresolved. I don't have this bike , but I have been subjected to recalls before from Specialized. They always made me whole, but with long waits or frame color changes, etc.
@brianpope7345 a battery is an integral part of an e bike. If it's found to be defective and unusable through no fault of the purchaser, a full replacement or refund for the purchaser should be forthcoming. Don't know why that would even be up for discussion.
Thank you for posting these videos. Finally bought the bullet and bought ebikes for my wife and I then this happens a month later! Very dissatisfied with Canyon response.
Who in their right mind at Canyon would think that someone paying 5K+ for a bike and then not being able to use it for at least four months would think that $230 is an acceptable amount. Just replacing the battery is not going to repair their reputation. If they want me to ever consider another Canyon bike, they're going to have to do a heck of a lot more than that.
I love my Bike!....but they expect me to not ride it for at least 3 months or longer and right when MY Season for riding starts leaving without a bike that I put 75 miles a WEEK on! And for this they think $231 is remotely acceptable?! I have had it 22 months after paying 5K+ and even a THOUSAND would have been low! And now there is no way to sell it as it will be worthless without a Battery, and even AFTER a battery is given no one will want the bike. They have destroyed the value totally, yet want to offer chump change for the damages. At least offer HALF OFF a new bike of the same kind!? The NEW battery better be as strong or stronger in WH as well and have a warranty of YEARS! If anything it needs to be upped to 750WH from 720 on the small frames and 900 or more on the rest.
welcome to the world of EVs if it's that bad on a bicycle imagine when you bought 30'000$ worth of batteries , EV batteies are 33% to 66% of the cost of an EV people who bought a Ford Mach-E on sale paid 50k for 15k of actual car needless to say it's non-resellable
Love the Torque On…that said, it’ll be the last Canyon I buy. Battery issues with cracking were reported BEFORE I bought my bike (Oct 2023) on FB many times. I had thought “ahh overtorqued the bolts”, but appears a flawed design of frame/battery connection that they seem to have been all too happy to continue selling until enough people were affected that they finally took some action. This refund is a joke, as it doesn’t cover the fact that I can’t even give away the bike, let alone sell it to get a different one. Very disappointed in how this all is going. Actually wishing I’d gone YT instead 🤷♂️
Interesting that the YT battery is also made by Trend Power, Specialized too I think, but canyon seems to have settled for a poor design. The YT’s looks solid.
@ well, the YT is secured at both top and bottom of battery…which I think it Mich of the problem with the Canyon battery. Not having both ends secured allows it to shift slightly and cause issues…so I feel like it’s BOTH a Canyon and Trend Power issue
very informative, seems like a long wait, and sounds like it may have taken them a long time to decide what to do, thinking they listened to your previous videos, then decided, OK lets make new batteries, and I feel like I can see someone else in the meeting saying well we better give them something for there time off the bike, calling it a refund makes me also think they are watching the Videos. so looking at the positive side, I think this is good news and, at least now they are looking at fixing the issues. and also mentioned in your video a smaller battery would be received quite negatively, so it looks like they are addressing that by building a new battery, if so ! then this community is working. I hope so, they have a couple of bikes I would like to try !
I don't even have a Canyon but I've been following this issue very closely. You've been the foremost informative on it I must say. I feel like Canyon wants to the right thing, but how much are they being constrained by GBL(their owners). In any case nice work as usual.
Manurfacturing mistakes happen. Canyons future depends on how they handle this. If Canyon read this post, please take heed from history. Your customer communications absolutely need to get better. Immediately. It is understandable that your legal team is probably calling the narrative, but if this isn't handled right, you won't have a legal team to give any advice, Canyon will disappear, which no-one wants. I'm sorry this has happened, but your communication sucks and needs improving pronto.
I'll never buy another Canyon, and I'll tell everyone I know to stay away from them. I'm trying to get a full or partial refund on the grounds that the bike was sold to me unfit for purpose, I had my battery replaced after 4 months of owning the bike due to it cracking, that was 2 years ago. Not only that, but I've had 3 batteries replace to date, and only now they decide to do something about it.
Good info and video. I feel so bad for the riders who only have this bike to ride. Canyon is not doing nearly enough in my opinion and I think they need to offer a total refund for those not willing to wait for a fix and they are shooting themselves in the foot regarding future and/or returning customers. I'm guessing Santa Cruz (for example) would have a completely different response.... Not nearly good enough Canyon.
Yes, a smaller company would have a harder time financially except they would probably react a little more personally and get support from their customer. Canyon needs to think “small”.
What would they do? Canyon doesnt build batteries. This isnt their doing. This youtube guy talks like Canyon is building batteries when they dont. There is no "track record"....this is an unpredictable thing Canyon had and has no control of. Reality exists.
Thanks for the update and info I purchased my bike in Late July of last year, and I have absolutely loved it so far, a very capable Mtn bike IMO . My bike is affected but upon inspection I found no cracks at this time ' I am very unhappy about the whole battery thing for several reasons. Of course, the fact i can't ride it is really bad but beyond that, I looked for months on end for a bike I felt was worth spending that much money on. I was not completely sold on the whole e bike thing, but I rolled the dice. That said. I am 70 and live in Colorado. I can still ride a regular bike quite well, but it was getting harder every year...I want to keep riding!!!. I thought this was the answer for me to prolong my ability to ride difficult single track for at least another few years, VERY disappointed, to say the least, for a 5K bike that is 5 months old. I'm hopeful they will fix this issue sooner than what is expected I agree with others that the minimal refund is a complete joke and an insult for a bike that cost more that the car I drive I think they will make it Right
Thanks for that story. I’m not much younger than you and feel similar as far as having an ebike here in Tahoe. I’ve met people in their 80’s on eMtb’s up 2000 ft above the lake on technical single track having the time of their life. Such a great thing. I’m of the belief Canyon will make this right for us somehow. Thanks for sharing!
I tought about it and noticed 2 things that are different on Bosch batteries 1) on my cube the battery is a Bosch OEM metal body battery, no attachements (likeTrek) no changes on it 2) I remove the bike plastic cover, plug-latch it in (no screws) then replace the cover I can imagine the battery has leeway to move a bit if the frame flexes, if canyon battery is hard fixed or screwed on the frame + plastic cover it might explain the problem
Yes, the battery is fasted to the frame at the bottom with two screw close together. Cracks appear all over however and even the indicator light penetration is delaminating. I received a response from Bosch that their batteries are UL approved so presumably better quality.
This is why some kind of common standard for batteries (& motors for that matter) is needed. Lack of any standard is one of several reasons why I won't be buying an electric bike.
Safety standards are really needed. There are some including UL 2849 but not many manufacturers comply with them as they are not required. They should be, I agree.
@jimm244 Seems crazy to me. When the bike brand decides to stop producing the battery for your bike you have to just throw the frame away. Even if you can buy one it can be £700. As for the motors - another £800. Batteries & motors often fail at about 2 years. Also resale is poor because new motors & battery technology change so fast. Constant money pit imo.
This issue is terrible for Canyon and their customers. The battery issue with Canyon’s e-bikes strikes fear in my heart! I love riding my Turbo Levo (working great so far) and would be heartbroken if the same happened to my bike.
@@malva1547 Turbo Levo is a great bike (as are Canyons). I’ve looked at their battery in photos and although it has a seem in the long dimension and a few penetrating screws it looks like it has much less chance to develop cracks. I think we all need to just check our batteries from time to time is the lesson here. Specialized is a very big brand as well so I’m guessing they would respond well to any discovered failures - (oh, and I bet this situation has all of them assessing their situation so that’s the silver lining I guess).
I am expecting they use the same mold and add a glass re-inforced plastic or something similar...it would save time over starting from scratch or making the WH rating reduced which we DON'T want.
The battery charger and the connector is the same as the one for my Specialized Turbo Levo. I can charge the Canyon batteries with my Levo charger and vice versa
Just as an FYI if you accept a partial refund here it may effect your consumer rights going forward if you need to pursue a full refund option. Canyon were very specific in the wording of this communication and a team of lawyers would be involved to try and limit their liabilities as much as possible here by any means. I'm still arguing for a full refund after being offered a buy back...don't see why I should pay for canyons poor quality and faulty bikes.
@@roadlesstraveledtruckee Same as what you mentioned 1/72 per month used, my bike is 14 months, but has been out of usage since August for another warranty problem, they're offering 10 months deprecation on it - initially with "no terms and conditions" but on further enquiry...they'll inspect the bike and if they spot any other issues they may offer you less after the fact....any installed parts wouldn't be considered etc either. I've basically rejected that offer as I'm pushing for a full refund in my case.
@bradsanders6954 it's mentioned specifically as a partial refund in my email. Are you genuinely calling people ass holes because they're not happy with canyons response here? What the hell is wrong with you?
@@bradsanders6954your comments may be applicable for your own particular circumstances, however Canyon have used the term ‘partial refund’ for a major part of their customer base.
Thank you for these videos, this is how i found out about the problem. I will wait for a new battery, hopefully i will get another 900. Time will tell,iam going to buy a used ebike so i can ride . I did not want to get another emtb this way .
So I bought my bike second hand, and it is a US model that was brought up to Canada. I phoned Canyon and had a human on the line in less than a few minutes. They are already connecting me by email and phone with Canadian reps, and are including me in the rebate process. I totally hear the frustrations of people in a worse situation than myself, but it is good that the system seems to be working thus far and they are considering more than just their direct customers. They have some sort of battery task force set up, and seem to be taking quite an organized approach to this. I'll be happier when I have a few hundred bucks and a new battery, but the response was positive so far, and the people have been helpful.
@@roadlesstraveledtruckee So I had problems getting my bike registered because I got it second hand, and the previous owner left the country without helping me transfer the ownership. I told Canyon my situation, and then kind of lost track of it through the holidays. This morning at 8am (PST) I get a call from Germany, and it's a Canyon service rep who is following up to make sure I have my case registered properly. He helps me complete the registration, AND get in line for the refund process, and indicates they are looking to start shipping as early as March. Seems like pretty good service to me so far. I was rather surprised that they sought me out for follow up.
I am waiting for their response (24 to 48 hours) about my full refund request since I purchased it September 30, 2024. I received my bike October 3. My free return date ended November 2. Common sense says there is no way they suddenly discovered the issue on November 5, November 3, or even September 30. From what I've discovered this has been a long time in the making. Which means Canyon KNOWINGLY sold me a defective product. I'm sure the Washington State Attorney General would have a heyday with this. Pending Canyon's response I may be initiating a class action suit.
Trend Power. HQ in Hong Kong with main offices and mnfg in China and Taiwan. They are a contract manufacturer rather than a customer facing brand and therefore will build to any company’s specifications with certain limitations. They supply much different batteries to YT and Specialized from what I can tell.
I bought my spectral on September 27 this year. A size small, mx wheeels. Got to use it for a month, and now i don't get to ride with my friends on the nice dry, frozen trails we have had in november and december. I am devastated 😢 And I find this refund thing a joke, and a bit assaulting. To rent a bike twice a week in this period would cost me 2250 euros from November6th to February 5th. Make a refund for that! And also add the amount for a downpayment on a bike that can't be used. That being said, no one around here has rental bikes in size small, so neither way there are no good solution with this. I miss my riding friends, and hopefully I will see them some time next year.. but at this point, I can't sell my bike to get a new one, and I don't have the money to just buy an extra bike for this. I spent my savings for years on this bike.. feels like a scam..... 😢
This is very unfortunately. I really hate hearing stories like yours and it is exactly the reason Canyon should be putting more effort into resolving this for each customers situation.
@@anettedalePut a piece of tape on the crack and ride that thing! I haven’t even pulled my battery. It needs to get wet for it to be an issue. If it’s not gonna get wet I’m not worried.
I have a TorqueON Roczen that is affected. Luckily i have a a spare e-bike and this isn't affecting me to much as a ride the spare bike in wintertime anyways. I was presented with a partial refund of 447€ or a 671€ voucher to spend on their website. I opted for the voucher. In my case it was a good offer because of the spare bike i have (so i can still ride) and the Bikepark season is over anyway. But i can imagine i would feel different if it was my only bike to ride. Also the bike itself is a killer bike, so would want any other bike. I have a 900Wh battery in the bike now. When they sort out this mess, maybe i'll purchase a spare 720Wh one with the voucher, so when i do want to sell the bike, it will have more value.
I have 3 ebikes, and 2 of them are identical ebikes. I gave up driving recently, and I need mine for transportation. Very sad for people who bought these, I would be livid.
Is it a battery case material problem or is it they thought it would be neato to use the batteries as load-bearing within their carbon fiber frames and that stress is causing the cracks? If that is the case a complete recall is warranted I think.
It’s not load bearing in terms of providing support to the frame as it only connects at the bottom. Hard to say if the frame itself is flexing and in terms of flexing the battery or… but the case is pretty light material.
Hey any word on the refund for the three bikes. It was a tough call but zi called canyon today and asked for a refund and they escalated it and I should hear back. Do you think it will not be possible to make a safe battery fit in these framed as the battery is so slim? My fear is they will not be able to make a safe case as it is so skinny and this might lead to a disaster. All the batteries for the other e bikes are way fatter. I am not sure how this is going to play out. I have found a couple other brands that I can go with for the 180 190 travel bike that I need.
@@trailpimp6369 I have not heard back but plan to call them again. They were suppose to get back to me by now but may be stalling. They probably also know who I am so it’s probably not a routine reply. I do think they can create a new battery that will fit. My approach would be an extruded aluminum case with no penetrations and cast end pieces with all the indicators and connectors on those (they could change the cell format to create a more dense packing I suspect too). Challenge for them will be the integrated on/off button. I would love to see them blank off the on/off button, create a new connector to replace the Rosenberger connector, and create a dedicated charging port in a redesigned cover that replaced the access cover that has to be pull off every time. I doubt all that will happen, and I still think a solution by February is very best case. If this happens, I think it means they have already been working on this for months if not longer. I will post as soon as I learn more. Thanks for checking in and let me know if you hear anything.
Thanks man I found the Scor ZLT 680 that ai like it is 190 180 and has a Bosch motor or the propain Ekano 170 180. These are good options for what I need. Good feedback by the way and thanks.😀😀
Just spoke with them. They lost my case… so I submitted another request. They did say they are handling refunds/returns on case by case basis. They also said we should expect to hear what the resolution will be in Mid-January, then the resolution to be implemented the first of February. I’ll have to check those other bikes out, don’t know about either but the Bosch is a solid choice both motor and battery. I did see the price of the YT went up, maybe because of lack of competition from Canyon right now…
Yes, that seems like the most equivalent option and the Bosch battery already has UL approval. Just seem to be sold out at the moment and also have less range. This would work for many though.
E-bikes in general are just a struggle for brands to be quick with replacement. Glad I didn’t buy a canyon I was interested tho. But I had to do a shimano motor warranty replacement mid summer this last season and it took over 8 weeks to get me a new motor. Im betting they don’t pause your warranty as you’re waiting for replacement. Sucks especially when they only offer a 2 year warranty from purchase.
This is a huge bummer! I'm leaving on a trip early January and allot of the trip i was going to be using my Spectral on! Ughhhh and of course their customer service has been pretty much silent......
All companies can have problems, so it's how they deal with it that is crucial for the future, and so far they haven't been good enough, so they should learn from how Specialized handles such things
Canyon proactively called me. Just to say that taking the refund (for me 299 Euro) has no impact on any other options later. They will also check buyback options for me (not offered in my country). I consider the on fly as replacement. I was really impressed the way the guy handled the call, considering how many angry customers they have to handle. I can tolerate the waiting time during the winter but it is borderline.
Despite this being a long known flaw, it appears they have not been working on newly designed unflawed batteries long enough to have them ready as a replacement.
@@roadlesstraveledtruckee as I commented on another video my guess is that they can't find a proper manufacturer, chinese taiwan quality has fallen down a cliff since 2020 and it's accelerating downwards really fast I work in manufacturing for packaging we need chinese products, plastic tubes and containers nothing complex and the more time passes the more off-spec they are which blocks machines and increase operator work and machine downtime it has become a real problem, it wasn't 2 years ago
Dude this sucks man. I have had this Bikea year now and put 2700 miles on it and love it. It is the only bike I have the Torque. It is winter here in Tahoe but I can still ride in Carson. I wish I would have put flex seal all over the battery and just kept riding it. I think I may just buy another e bike but it will be hard to find one this good that is this capable and amazing. It took me three years to select the right e bike. Why do more company’s not make more capable e bikes that are ski lift bike park shredders like this.
Just the one that was cracked. Other two are still in the bikes. Nevada City is really good. You would like it on your Torque, especially Talon Show and the other trails next to it that drop down the south slope. Professionally built Enduro trails, and a great switchback return trip to do them over again.
@@roadlesstraveledtruckee Thanks man I will hit it up. Hopefully when this all resolves we can meet at Full Belly Deli for a sandwich and beer to celebrate👊👊🤩
Do you know if by accepting the money it disqualifies you from any future legal recourse? A lot of time it can be misconstrued as a settlement. I’m not a lawyer but it crossed my mind
Depends on where you are. In Australia and probably EU a contract between consumers and a company does not override consumer law. The US is a backwater in regards to consumer rights so who knows there.
The fact that it's called a partial refund and not a compensation payment may result in you losing your right to reject the goods completely and seek a full refund
"That is perfectly fine. You will receive further information regarding obtaining a replacement battery when the supplier is ready to deliver a new one."
People "demanding Canyon do something right now" How could they? They didnt build the battery. A reputable party built it. How is that Canyon's fault? I realize its F'd. Canyon is absolutely doing all it can. A new design battery cant be done over night.
I don’t care about the refund and I don’t want a refund. All I want is a safe 900WH battery. Been riding this bike for seven months and absolutely love it. I don’t like waiting either but I want them to take the time to get the new battery sorted out so we don’t have more problems later.
I got the notice, it doesnt read like a partial refund. Its an amount of money to make you slightly happier while waiting for a battery recall. It doesnt say partial refund anywhere. But clicks and likes are important. A "partial refund" would mean nothing, whaddya gonna do go buy a battery somewhere else? My Spectral ON battery has no cracks no problems, Im gonna keep riding it and checking it. This need to make Canyon seem bad is an internet thing, no matter what they do a youtuber can make it all bad. Like your doing. Canyon bought these batteries in good faith from a reputable maker.
You are not alone in your thinking. My attempt is to provide objectivity and awareness to the situation. My notice did say “partial refund” but I suspect the words used may have been different for others. The words below were in my notice: “As a Thank You We truly appreciate your understanding. To show our gratitude, we’re offering a partial refund of your bike’s purchase price, which can be paid out as either:…
I may be in the minority here, but if I get a small refund AND a new battery, I will be alright with it. My concern is the timing. February does seem optimistic. When the snow starts melting in March, if I'm not riding my bike, I might start going a little crazy.
@@roadlesstraveledtruckee Every time you buy something in this day and age, you are taking a risk....car. appliance, electronics....I've had total lemons with all these items, and been hung to dry many times. Partly, my expectations are pretty low as a consumer. But I also feel I am an informed consumer who knows the probability of items failing and the vendors offering nothing, and I made the purchase knowing something like this could happen. I'm super unhappy that it did happen, but at least feeling some relief today that I might get my bike back on the mountain.
I think you‘re not the minority and if indeed Canyon manage to provide a good solution to the battery problem plus a bit of cash to say sorry and thank you, a lot of people will say fair enough. One problem though, is being left in the dark with little more than hope about what the solution will be and about its timing, because we can all imagine the challenge of designing, testing, producing a new battery. Another problem is for all the people who really need their bike now, for various good reasons, and cannot ride it.
@@jbdb21 Yes, you're right in that I am lucky that I don't NEED to ride my bike right now. Would suck to be in that position. I share the concerns about the timeline, but given the scope of this problem, I am hoping they are making it the highest priority.
And this is another one of the problems with these DTC companies. You really have very little recourse. I noticed a comment where someone was going to go to their Attorney General. Honestly, I hate to tell you, but good luck with that. He’s not gonna go very far with it. About the best solution I can give is to always pay through PayPal. That will give you 12 to 18 months of protection. I would think in the case like this you would have a 100% refund pretty quickly. Good luck for anyone who is dealing with this. I do feel for you.
So the bikes are just nothing worth? No one would buy a used bike with this issue? I mean, that could happen with batteries, i don’t blame canyon, but it’s just super frustrating. So you get refund and a new battery some day?
I just sold my analog bike last summer so the torque: on is my only MTB. Compensating a couple to a few hundred dollars for not being able to ride YOUR bike for half a year is a joke. I wish I went with a different company!
That would be a recall, and would be fixed in a few days max. At least that’s what good companies do. I honestly cannot believe we’re in this situation. I researched for a good bike for several weeks just to pull the trigger on a paper weight. What a joke!!!! I’m back to square one…. Looking for another e-mtb, different company of course just in case the outcome of this is not reasonable. If anyone has attorneys please post their info so we have a resource.
That’s a joke from canyon, correct? I’m glad I didn’t go for a canyon e-bike. When I saw the bike’s battery didn’t inspired me confidence. The same goes with the YT battery. I’m pretty sure the replacement batteries will have issues too since they will have to rush to make new ones. Those call centers are hired for a reason. To give the customer a peace of mind. Imagine all the people that cannot ride a regular bike because of health issues and the only way they can get their therapy is through their e-bike and now they can’t! Perhaps canyon needs to pay you out according to the mileage/usage of the bike. The more you used it the less you get refunded but I think it’s fair. To protect their imagine they gotta own it and stand behind their flaw and payout like I mentioned. That will save face for them and create that trust for current and future customers. Otherwise I see a big dent in their company. Class action lawsuit in the end from those that actually depend on the e-bike because of health issues? 🤔
Thanks for the reminder to get a letter from my shrink! I ride to help with my PTSD. I also have an analog gravel bike, and just purchased a Swytch kit for that.
I would! I do own a affected Spectral and love it. I absolutely don't like that situation but I understand that this could mean insolvency for Canyon and they probably try really hard to avoid that and help us somehow as well. I do understand the feelings but I also understand that you can't repay thousands of bikes worth thousands of USD without going bankrupt. They probably could have reacted earlier but what do we know they did in the background. Would be good and well earned to hear a official statement from them.
@@frischensbub So hard to second guess when your not in their situation but it seems some sort of solution that included more communication and options regarding trade in and discounts on future bike coupled with a new battery solution could work. Canyon could then offer the traded bikes as used but “Canyon Certified” with new batteries. There is “business school” math that might suggest creating more long term customers this way actually is better for the company in the long run. This is a challenge, however, if investors are thinking short term.
@@roadlesstraveledtruckee Every one of the auto manufacturers have had major recalls, class action suits, and buybacks. Yet they all survived and are back to making billions. Canyon, if you're listening, consult VW. Your future is at stake.
Has anyone gone through the refund process? Does accepting the refund have any legal implications for the future, such as forfeiting any rights to later claim for a bike refund should one be unsatisfied with the solution provided or its delay?
That is a keen observation. I was watching for that on the website but the way I went in there were no waivers or releases. I also asked for a full refund in the comments just to be safe in this regard
Sure seems like that is the tradeoff at this point. Makes me want to be much more aware of what battery lurks inside the frame from now on. Thanks for the comment because that’s a tradeoff that has been implied but perhaps not stated as explicitly as you did.
😂😂😂😂 Excuse me while my human powered bikes never had any recalls. This is what happens when you try to force regular people on battery bikes. Batteries aren't ready for these applications. Just get stronger naturally.
Have had my Spectral 29 CF8 for 1.5 years. $3400 for a carbon frame, XT everything but the chain, and Fox 36 Perf. Elite/Float X Per. Elite in the back. Zero issues. Now that I'm looking for an ebike, I might skip Canyon. This debacle is disappointing.
@@just4ivaylo92 I’m not in the market for an ebike….yet, gonna give it a couple more years, bet by then ebike tech will bring us even faster, longer range, more reliable bikes and economies of scale will bring prices down.
I said no partial refund. I want a new battery, or a full refund. Their reply was: "That is perfectly fine. You will receive further information regarding obtaining a replacement battery when the supplier is ready to deliver a new one."
@roadlesstraveledtruckee Contacted Danish branch. They said "man", which in this context translates to "they" - I read that as either Canyon Germany, or who ever makes the battery.
I get your point but it feels like your disappointment made you lose a balanced look… you seam to make it sound so negativ on porpoise… what you are talking about isn’t a refund… it’s a we are sorry here you get some money for the wait… and I feel like probably 95% of regular bikers are capable of checking their battery… I am sure you looked into what the actual concern is… and it’s about moisture… and/or structural cracks with the mounting points… My 2 cent (not financial advice / not safe to follow lol)… check your battery… make an educated guess whether you feel affected… canyon has to ask you not to use it… but I guess most MTB riders (spectral / torque) have at least basic understanding of the danger and some balls :) (know the risk and decide accordingly)… sure lithium fires aren’t fun (they are really mean, seriously)… so dont be complacent… but don’t let this stop having fun lol… this sounds too much like a depression podcast (not meant as an offense)… I am so stoked that they are working on a new battery… freaking love the race update for the EP801… it’s close to freezing here and it’s still so much fun lol… so thanks for the video and maybe be a bit more clear on what their money offer is and what to look out for when wanting to keep rocking… show us some positivity pls :) …one last question… why do you have three Spectral’s? 🎉
Thanks, this is really good feedback. 3 Canyons: Mine, my wife, and my friends who comes up to the mountain every week to ride. Also, yes, seemed negative. I was trying to be balanced however and may not have hit the mark. I want to be sensitive to everyone from the person who has another bike to ride, loves their canyon, and sees this as a great opportunity to get a new battery to the person who took out all their savings to buy one for each family member just weeks before they got the notice. Very different feelings so I tried to remain unemotional. That probably came across as negative or dry. Add to that - I’m new at this and still learning so I really do appreciate this kind of feedback. Thank you.
@roadlesstraveledtruckee Hi have you received any response to your full refund request? I am waiting now 3rd day (called them once and requested 2 times refund via thier website). The refund that is offered on the website is a joke. I am based in the UK. Regards Seb NO MORE CANYON EVER!
@@roadlesstraveledtruckee Hello. I hope you are well. The below is an update on my case. I managed to speak with someone at Canyon UK after 3 phone calls and passing my call from one to another person. What a shit show, basically Canyon customer service runs from written script. The scustomer service manager refused to accept their own (Canyon warranty - I asked for a refund or similarly equipped e-bike as my Torque) Firstly he blamed Germany once I informed him that under the UK law Consumer Act they need to respect thier own warranty gave them 11 working days for an official response to my warranty claim. The guy on call was blaming Germany and said that bike was purchased from Germany therefore warranty won't be accepted in the UK. Absolutely clueless guy about customer service and UK laws. They all pretend that nothing has happened and we are all happy. I don't have a high expectation that they will accept my request for a refund and it is high probability that will have to start a law suit against Canyon demanding refund, costs and damages. Will provide an update once have comms from them. Good luck to you all who statarted battle with Canyon. Regards Seb
@@SebastianSiemowitSobczykthat does sound like a SS…. This does not bode well for Canyon if their future actions are anything like what you experienced. Thanks for sharing this. I’m still holding out hope that they are investing in an approach that gives their customers a delightful solution rather than what would likely be a more costly investment in a legal defense. Your experience, however, seems to favor the later possibility.
I would be _absolutely livid_. I do 50-100 miles a week on my EMTB, it's essential for my health and it's also my main hobby. Not use it for 3-4 months? No way. I'd be riding regardless tbh.
I think some are taking that approach. The chance of fire is probably low, particularly if you check the battery often and it is stored (and ridden) in a safe place. Thanks for sharing.
Thank you for posting these videos. Finally bought the bullet and bought ebikes for my wife and I then this happens a month later! Very dissatisfied with Canyon response.
If they're not offering a full refund or replacement, they've just removed themselves from my potential future bike list. Partial refund is pathetically inadequate.
I feel the same way for sure.
Same here. I was looking at a spectral, not even a ebike... but if this is how how handle a recall then, no thanks!
@@digital.olimon Service and parts availability will improve for the rest of their line-up after the partnership w REI. It is hard to be patient w this situation being so unresolved. I don't have this bike , but I have been subjected to recalls before from Specialized. They always made me whole, but with long waits or frame color changes, etc.
The bike is just fine, just battery issue. Nobody would give you a full refund just because the battery is bad. Use your brain cells people.
@brianpope7345 a battery is an integral part of an e bike. If it's found to be defective and unusable through no fault of the purchaser, a full replacement or refund for the purchaser should be forthcoming. Don't know why that would even be up for discussion.
I think 5% refund is a complete insult for the hardship we have to endure.
Thanks for sharing this sentiment.
Thank you for posting these videos. Finally bought the bullet and bought ebikes for my wife and I then this happens a month later! Very dissatisfied with Canyon response.
Who in their right mind at Canyon would think that someone paying 5K+ for a bike and then not being able to use it for at least four months would think that $230 is an acceptable amount. Just replacing the battery is not going to repair their reputation. If they want me to ever consider another Canyon bike, they're going to have to do a heck of a lot more than that.
I agree.
I love my Bike!....but they expect me to not ride it for at least 3 months or longer and right when MY Season for riding starts leaving without a bike that I put 75 miles a WEEK on! And for this they think $231 is remotely acceptable?! I have had it 22 months after paying 5K+ and even a THOUSAND would have been low! And now there is no way to sell it as it will be worthless without a Battery, and even AFTER a battery is given no one will want the bike. They have destroyed the value totally, yet want to offer chump change for the damages. At least offer HALF OFF a new bike of the same kind!? The NEW battery better be as strong or stronger in WH as well and have a warranty of YEARS! If anything it needs to be upped to 750WH from 720 on the small frames and 900 or more on the rest.
They sure need to hit it out of the park with new battery and connector.
That means a new battery is $231…..
welcome to the world of EVs if it's that bad on a bicycle imagine when you bought 30'000$ worth of batteries , EV batteies are 33% to 66% of the cost of an EV people who bought a Ford Mach-E on sale paid 50k for 15k of actual car needless to say it's non-resellable
Love the Torque On…that said, it’ll be the last Canyon I buy. Battery issues with cracking were reported BEFORE I bought my bike (Oct 2023) on FB many times. I had thought “ahh overtorqued the bolts”, but appears a flawed design of frame/battery connection that they seem to have been all too happy to continue selling until enough people were affected that they finally took some action. This refund is a joke, as it doesn’t cover the fact that I can’t even give away the bike, let alone sell it to get a different one. Very disappointed in how this all is going. Actually wishing I’d gone YT instead 🤷♂️
Interesting that the YT battery is also made by Trend Power, Specialized too I think, but canyon seems to have settled for a poor design. The YT’s looks solid.
@ well, the YT is secured at both top and bottom of battery…which I think it Mich of the problem with the Canyon battery. Not having both ends secured allows it to shift slightly and cause issues…so I feel like it’s BOTH a Canyon and Trend Power issue
very informative, seems like a long wait, and sounds like it may have taken them a long time to decide what to do, thinking they listened to your previous videos, then decided, OK lets make new batteries, and I feel like I can see someone else in the meeting saying well we better give them something for there time off the bike, calling it a refund makes me also think they are watching the Videos. so looking at the positive side, I think this is good news and, at least now they are looking at fixing the issues. and also mentioned in your video a smaller battery would be received quite negatively, so it looks like they are addressing that by building a new battery, if so ! then this community is working.
I hope so, they have a couple of bikes I would like to try !
They have some really nice bikes so I hope they can resolve to get this right. Not a good start in my opinion.
I don't even have a Canyon but I've been following this issue very closely. You've been the foremost informative on it I must say. I feel like Canyon wants to the right thing, but how much are they being constrained by GBL(their owners). In any case nice work as usual.
I have yet to see an email from Canyon about any of this. Unconscionable that customers have to find out about this through the community.
Sorry you’re not getting notified. I would contact them so you’re on the list.
Manurfacturing mistakes happen. Canyons future depends on how they handle this. If Canyon read this post, please take heed from history. Your customer communications absolutely need to get better. Immediately. It is understandable that your legal team is probably calling the narrative, but if this isn't handled right, you won't have a legal team to give any advice, Canyon will disappear, which no-one wants. I'm sorry this has happened, but your communication sucks and needs improving pronto.
Wow. Really feel for you guys. Wishing you all the best.
@@echidna1263 Thank you!
almost bought this one and went with a ari timp peak, hope you get it resolved or get your money fully back!
I was looking at the Nebo Peak at one point. They look like good bikes.
I'll never buy another Canyon, and I'll tell everyone I know to stay away from them. I'm trying to get a full or partial refund on the grounds that the bike was sold to me unfit for purpose, I had my battery replaced after 4 months of owning the bike due to it cracking, that was 2 years ago. Not only that, but I've had 3 batteries replace to date, and only now they decide to do something about it.
Wow, these stories keep surfacing. Terrible.
Good info and video. I feel so bad for the riders who only have this bike to ride. Canyon is not doing nearly enough in my opinion and I think they need to offer a total refund for those not willing to wait for a fix and they are shooting themselves in the foot regarding future and/or returning customers. I'm guessing Santa Cruz (for example) would have a completely different response.... Not nearly good enough Canyon.
Yes, a smaller company would have a harder time financially except they would probably react a little more personally and get support from their customer. Canyon needs to think “small”.
What would they do? Canyon doesnt build batteries. This isnt their doing.
This youtube guy talks like Canyon is building batteries when they dont. There is no "track record"....this is an unpredictable thing Canyon had and has no control of. Reality exists.
Thanks for the update and info I purchased my bike in Late July of last year, and I have absolutely loved it so far, a very capable Mtn bike IMO . My bike is affected but upon inspection I found no cracks at this time '
I am very unhappy about the whole battery thing for several reasons. Of course, the fact i can't ride it is really bad but beyond that, I looked for months on end for a bike I felt was worth spending that much money on. I was not completely sold on the whole e bike thing, but I rolled the dice. That said. I am 70 and live in Colorado. I can still ride a regular bike quite well, but it was getting harder every year...I want to keep riding!!!. I thought this was the answer for me to prolong my ability to ride difficult single track for at least another few years, VERY disappointed, to say the least, for a 5K bike that is 5 months old.
I'm hopeful they will fix this issue sooner than what is expected I agree with others that the minimal refund is a complete joke and an insult for a bike that cost more that the car I drive
I think they will make it Right
Thanks for that story. I’m not much younger than you and feel similar as far as having an ebike here in Tahoe. I’ve met people in their 80’s on eMtb’s up 2000 ft above the lake on technical single track having the time of their life. Such a great thing. I’m of the belief Canyon will make this right for us somehow. Thanks for sharing!
I tought about it and noticed 2 things that are different on Bosch batteries 1) on my cube the battery is a Bosch OEM metal body battery, no attachements (likeTrek) no changes on it 2) I remove the bike plastic cover, plug-latch it in (no screws) then replace the cover I can imagine the battery has leeway to move a bit if the frame flexes, if canyon battery is hard fixed or screwed on the frame + plastic cover it might explain the problem
Yes, the battery is fasted to the frame at the bottom with two screw close together. Cracks appear all over however and even the indicator light penetration is delaminating. I received a response from Bosch that their batteries are UL approved so presumably better quality.
This is why some kind of common standard for batteries (& motors for that matter) is needed. Lack of any standard is one of several reasons why I won't be buying an electric bike.
Safety standards are really needed. There are some including UL 2849 but not many manufacturers comply with them as they are not required. They should be, I agree.
Exactly. They should be standards like D, AA.
I agree! I almost bought an e-bike last year. Soooo glad I stuck with analog.
@jimm244 Seems crazy to me. When the bike brand decides to stop producing the battery for your bike you have to just throw the frame away. Even if you can buy one it can be £700. As for the motors - another £800. Batteries & motors often fail at about 2 years. Also resale is poor because new motors & battery technology change so fast. Constant money pit imo.
Money pit is a definite possibility! But they are SO fun!! Like owning-your-own-amusement-park fun!!
This issue is terrible for Canyon and their customers. The battery issue with Canyon’s e-bikes strikes fear in my heart! I love riding my Turbo Levo (working great so far) and would be heartbroken if the same happened to my bike.
@@malva1547 Turbo Levo is a great bike (as are Canyons). I’ve looked at their battery in photos and although it has a seem in the long dimension and a few penetrating screws it looks like it has much less chance to develop cracks. I think we all need to just check our batteries from time to time is the lesson here. Specialized is a very big brand as well so I’m guessing they would respond well to any discovered failures - (oh, and I bet this situation has all of them assessing their situation so that’s the silver lining I guess).
I am expecting they use the same mold and add a glass re-inforced plastic or something similar...it would save time over starting from scratch or making the WH rating reduced which we DON'T want.
You may be right. I’m hoping for Al but do of course expect a 900 Whr unit.
Anyone else notice that the black box part of the charger gets very hot?
Yes, I run a small fan on it
It’s like it’s trying to charge the battery too quickly. Never had this issue with Shimano from 2017. Charger box also seems cheap.
The battery charger and the connector is the same as the one for my Specialized Turbo Levo. I can charge the Canyon batteries with my Levo charger and vice versa
Just as an FYI if you accept a partial refund here it may effect your consumer rights going forward if you need to pursue a full refund option. Canyon were very specific in the wording of this communication and a team of lawyers would be involved to try and limit their liabilities as much as possible here by any means. I'm still arguing for a full refund after being offered a buy back...don't see why I should pay for canyons poor quality and faulty bikes.
This is an important point, thank you. What type of buy back did they offer you and after how much time?
@@roadlesstraveledtruckee Same as what you mentioned 1/72 per month used, my bike is 14 months, but has been out of usage since August for another warranty problem, they're offering 10 months deprecation on it - initially with "no terms and conditions" but on further enquiry...they'll inspect the bike and if they spot any other issues they may offer you less after the fact....any installed parts wouldn't be considered etc either. I've basically rejected that offer as I'm pushing for a full refund in my case.
@bradsanders6954 it's mentioned specifically as a partial refund in my email.
Are you genuinely calling people ass holes because they're not happy with canyons response here? What the hell is wrong with you?
@@bradsanders6954your comments may be applicable for your own particular circumstances, however Canyon have used the term ‘partial refund’ for a major part of their customer base.
Thanks, great information, appreciate your insights
Thank you for these videos, this is how i found out about the problem. I will wait for a new battery, hopefully i will get another 900. Time will tell,iam going to buy a used ebike so i can ride . I did not want to get another emtb this way .
I’m hoping they come up with a real nice battery solution.
@roadlesstraveledtruckee me too and give all the people that have these bikes a lifetime warranty for the inconvenience.
I bought a used back up e-mtb as well ... A Trek Fuel EXe.
@@mossyhelmet That is a great bike! ..and TQ has robust battery and even better motor!
So I bought my bike second hand, and it is a US model that was brought up to Canada. I phoned Canyon and had a human on the line in less than a few minutes. They are already connecting me by email and phone with Canadian reps, and are including me in the rebate process. I totally hear the frustrations of people in a worse situation than myself, but it is good that the system seems to be working thus far and they are considering more than just their direct customers. They have some sort of battery task force set up, and seem to be taking quite an organized approach to this. I'll be happier when I have a few hundred bucks and a new battery, but the response was positive so far, and the people have been helpful.
Really great to hear about a positive experience. Thanks for sharing!
@@roadlesstraveledtruckee So I had problems getting my bike registered because I got it second hand, and the previous owner left the country without helping me transfer the ownership. I told Canyon my situation, and then kind of lost track of it through the holidays. This morning at 8am (PST) I get a call from Germany, and it's a Canyon service rep who is following up to make sure I have my case registered properly. He helps me complete the registration, AND get in line for the refund process, and indicates they are looking to start shipping as early as March. Seems like pretty good service to me so far. I was rather surprised that they sought me out for follow up.
@@Snoopytoque Very nice!
I smell a class action lawsuit in Canyons future!
You’re not alone in that thinking.
I am waiting for their response (24 to 48 hours) about my full refund request since I purchased it September 30, 2024. I received my bike October 3. My free return date ended November 2. Common sense says there is no way they suddenly discovered the issue on November 5, November 3, or even September 30. From what I've discovered this has been a long time in the making. Which means Canyon KNOWINGLY sold me a defective product. I'm sure the Washington State Attorney General would have a heyday with this. Pending Canyon's response I may be initiating a class action suit.
@@mtkoziol6495dispute the charge
Which brand of battery was it?
Trend Power. HQ in Hong Kong with main offices and mnfg in China and Taiwan. They are a contract manufacturer rather than a customer facing brand and therefore will build to any company’s specifications with certain limitations. They supply much different batteries to YT and Specialized from what I can tell.
I bought my spectral on September 27 this year. A size small, mx wheeels. Got to use it for a month, and now i don't get to ride with my friends on the nice dry, frozen trails we have had in november and december. I am devastated 😢
And I find this refund thing a joke, and a bit assaulting. To rent a bike twice a week in this period would cost me 2250 euros from November6th to February 5th. Make a refund for that! And also add the amount for a downpayment on a bike that can't be used.
That being said, no one around here has rental bikes in size small, so neither way there are no good solution with this. I miss my riding friends, and hopefully I will see them some time next year.. but at this point, I can't sell my bike to get a new one, and I don't have the money to just buy an extra bike for this. I spent my savings for years on this bike.. feels like a scam..... 😢
This is very unfortunately. I really hate hearing stories like yours and it is exactly the reason Canyon should be putting more effort into resolving this for each customers situation.
Why don’t you just ride it? I’m riding mine here in San Diego where it’s dry.
I have a small crack in one of the corners of the battery
@@anettedalePut a piece of tape on the crack and ride that thing! I haven’t even pulled my battery. It needs to get wet for it to be an issue. If it’s not gonna get wet I’m not worried.
I have a TorqueON Roczen that is affected. Luckily i have a a spare e-bike and this isn't affecting me to much as a ride the spare bike in wintertime anyways. I was presented with a partial refund of 447€ or a 671€ voucher to spend on their website. I opted for the voucher. In my case it was a good offer because of the spare bike i have (so i can still ride) and the Bikepark season is over anyway. But i can imagine i would feel different if it was my only bike to ride. Also the bike itself is a killer bike, so would want any other bike. I have a 900Wh battery in the bike now. When they sort out this mess, maybe i'll purchase a spare 720Wh one with the voucher, so when i do want to sell the bike, it will have more value.
Nice approach
I have 3 ebikes, and 2 of them are identical ebikes. I gave up driving recently, and I need mine for transportation. Very sad for people who bought these, I would be livid.
Is it a battery case material problem or is it they thought it would be neato to use the batteries as load-bearing within their carbon fiber frames and that stress is causing the cracks? If that is the case a complete recall is warranted I think.
It’s not load bearing in terms of providing support to the frame as it only connects at the bottom. Hard to say if the frame itself is flexing and in terms of flexing the battery or… but the case is pretty light material.
Hey any word on the refund for the three bikes. It was a tough call but zi called canyon today and asked for a refund and they escalated it and I should hear back. Do you think it will not be possible to make a safe battery fit in these framed as the battery is so slim? My fear is they will not be able to make a safe case as it is so skinny and this might lead to a disaster. All the batteries for the other e bikes are way fatter. I am not sure how this is going to play out. I have found a couple other brands that I can go with for the 180 190 travel bike that I need.
@@trailpimp6369 I have not heard back but plan to call them again. They were suppose to get back to me by now but may be stalling. They probably also know who I am so it’s probably not a routine reply. I do think they can create a new battery that will fit. My approach would be an extruded aluminum case with no penetrations and cast end pieces with all the indicators and connectors on those (they could change the cell format to create a more dense packing I suspect too). Challenge for them will be the integrated on/off button. I would love to see them blank off the on/off button, create a new connector to replace the Rosenberger connector, and create a dedicated charging port in a redesigned cover that replaced the access cover that has to be pull off every time. I doubt all that will happen, and I still think a solution by February is very best case. If this happens, I think it means they have already been working on this for months if not longer. I will post as soon as I learn more. Thanks for checking in and let me know if you hear anything.
Thanks man I found the Scor ZLT 680 that ai like it is 190 180 and has a Bosch motor or the propain Ekano 170 180. These are good options for what I need. Good feedback by the way and thanks.😀😀
Just spoke with them. They lost my case… so I submitted another request. They did say they are handling refunds/returns on case by case basis. They also said we should expect to hear what the resolution will be in Mid-January, then the resolution to be implemented the first of February. I’ll have to check those other bikes out, don’t know about either but the Bosch is a solid choice both motor and battery. I did see the price of the YT went up, maybe because of lack of competition from Canyon right now…
Should be a full refund or an exchange for another bike , ive got the spectral on and love it but to get back riding i would swap for the strive on
Yes, that seems like the most equivalent option and the Bosch battery already has UL approval. Just seem to be sold out at the moment and also have less range. This would work for many though.
Swap yeah, the DJI LOL
E-bikes in general are just a struggle for brands to be quick with replacement. Glad I didn’t buy a canyon I was interested tho. But I had to do a shimano motor warranty replacement mid summer this last season and it took over 8 weeks to get me a new motor. Im betting they don’t pause your warranty as you’re waiting for replacement. Sucks especially when they only offer a 2 year warranty from purchase.
My motor was replaced once as well. And true, motor only has 2 year warranty.
So basically YT is still the 🐐
YT must be doing well as a result of this. Looks like the price on the Core 4 Decoy is the highest I’ve seen at this point.
This is a huge bummer! I'm leaving on a trip early January and allot of the trip i was going to be using my Spectral on! Ughhhh and of course their customer service has been pretty much silent......
Yes, that is terrible timing. I wish Canyon was more forthcoming and supportive of these situations.
a lot vs allot
@@vashon100 I aint no english teacher 🤣
All companies can have problems, so it's how they deal with it that is crucial for the future, and so far they haven't been good enough, so they should learn from how Specialized handles such things
Canyon proactively called me. Just to say that taking the refund (for me 299 Euro) has no impact on any other options later. They will also check buyback options for me (not offered in my country). I consider the on fly as replacement.
I was really impressed the way the guy handled the call, considering how many angry customers they have to handle. I can tolerate the waiting time during the winter but it is borderline.
That’s great, thanks for posting this.
Why don’t they send customers new batteries???
Despite this being a long known flaw, it appears they have not been working on newly designed unflawed batteries long enough to have them ready as a replacement.
@@roadlesstraveledtruckee as I commented on another video my guess is that they can't find a proper manufacturer, chinese taiwan quality has fallen down a cliff since 2020 and it's accelerating downwards really fast I work in manufacturing for packaging we need chinese products, plastic tubes and containers nothing complex and the more time passes the more off-spec they are which blocks machines and increase operator work and machine downtime it has become a real problem, it wasn't 2 years ago
Dude this sucks man. I have had this Bikea year now and put 2700 miles on it and love it. It is the only bike I have the Torque. It is winter here in Tahoe but I can still ride in Carson. I wish I would have put flex seal all over the battery and just kept riding it. I think I may just buy another e bike but it will be hard to find one this good that is this capable and amazing. It took me three years to select the right e bike. Why do more company’s not make more capable e bikes that are ski lift bike park shredders like this.
Yes, Nevada City looks good right now too.
@ yeah I want to try it never done it. I like Auburn and Folsom Lake too. Hey did you recycle all your batteries for the three bikes.
Just the one that was cracked. Other two are still in the bikes. Nevada City is really good. You would like it on your Torque, especially Talon Show and the other trails next to it that drop down the south slope. Professionally built Enduro trails, and a great switchback return trip to do them over again.
@@roadlesstraveledtruckee Thanks man I will hit it up. Hopefully when this all resolves we can meet at Full Belly Deli for a sandwich and beer to celebrate👊👊🤩
There you go - the best!
Do you know if by accepting the money it disqualifies you from any future legal recourse? A lot of time it can be misconstrued as a settlement. I’m not a lawyer but it crossed my mind
@@TheXavior12 Me either, not a lawyer that is. I would be careful and read everything, not sign any kind of commitment, and make your desires clear.
Same thoughts. Wrote to them: new battery or full refund/new bike. No answer yet.
Depends on where you are. In Australia and probably EU a contract between consumers and a company does not override consumer law. The US is a backwater in regards to consumer rights so who knows there.
The fact that it's called a partial refund and not a compensation payment may result in you losing your right to reject the goods completely and seek a full refund
"That is perfectly fine. You will receive further information regarding obtaining a replacement battery when the supplier is ready to deliver a new one."
People "demanding Canyon do something right now" How could they?
They didnt build the battery. A reputable party built it. How is that Canyon's fault? I realize its F'd.
Canyon is absolutely doing all it can. A new design battery cant be done over night.
Yes, new battery now is not something anyone can do, I agree. Thanks for your engagement and thoughts!
Canyon sourced it, so it is also their fault.
I don’t care about the refund and I don’t want a refund. All I want is a safe 900WH battery. Been riding this bike for seven months and absolutely love it. I don’t like waiting either but I want them to take the time to get the new battery sorted out so we don’t have more problems later.
Hopefully they have learned their lesson and build a bulletproof 900 Whr. The technology is out there for the taking.
I spent most of my summer job saving into the Torque ON CF back in Sep 2023, and I gonna get a refund of EUR 500 .....
Sorry to hear. I hope you get a good response from Canyon.
my plan is to keep riding the bike, worth the risk
Reasonable plan, maybe check the battery periodically.
Don’t purchase a Canyon bicycle
I got the notice, it doesnt read like a partial refund. Its an amount of money to make you slightly happier while waiting for a battery recall. It doesnt say partial refund anywhere. But clicks and likes are important.
A "partial refund" would mean nothing, whaddya gonna do go buy a battery somewhere else?
My Spectral ON battery has no cracks no problems, Im gonna keep riding it and checking it.
This need to make Canyon seem bad is an internet thing, no matter what they do a youtuber can make it all bad.
Like your doing. Canyon bought these batteries in good faith from a reputable maker.
You are not alone in your thinking. My attempt is to provide objectivity and awareness to the situation. My notice did say “partial refund” but I suspect the words used may have been different for others. The words below were in my notice: “As a Thank You
We truly appreciate your understanding. To show our gratitude, we’re offering a partial refund of your bike’s purchase price, which can be paid out as either:…
I may be in the minority here, but if I get a small refund AND a new battery, I will be alright with it. My concern is the timing. February does seem optimistic. When the snow starts melting in March, if I'm not riding my bike, I might start going a little crazy.
It sure helps when it’s the snow that stops us, agreed!
@@roadlesstraveledtruckee Every time you buy something in this day and age, you are taking a risk....car. appliance, electronics....I've had total lemons with all these items, and been hung to dry many times. Partly, my expectations are pretty low as a consumer. But I also feel I am an informed consumer who knows the probability of items failing and the vendors offering nothing, and I made the purchase knowing something like this could happen. I'm super unhappy that it did happen, but at least feeling some relief today that I might get my bike back on the mountain.
I think you‘re not the minority and if indeed Canyon manage to provide a good solution to the battery problem plus a bit of cash to say sorry and thank you, a lot of people will say fair enough. One problem though, is being left in the dark with little more than hope about what the solution will be and about its timing, because we can all imagine the challenge of designing, testing, producing a new battery. Another problem is for all the people who really need their bike now, for various good reasons, and cannot ride it.
@@jbdb21 Yes, you're right in that I am lucky that I don't NEED to ride my bike right now. Would suck to be in that position. I share the concerns about the timeline, but given the scope of this problem, I am hoping they are making it the highest priority.
And this is another one of the problems with these DTC companies. You really have very little recourse. I noticed a comment where someone was going to go to their Attorney General. Honestly, I hate to tell you, but good luck with that. He’s not gonna go very far with it. About the best solution I can give is to always pay through PayPal. That will give you 12 to 18 months of protection. I would think in the case like this you would have a 100% refund pretty quickly. Good luck for anyone who is dealing with this. I do feel for you.
Yes, and being so global has really got to make this hard.
So the bikes are just nothing worth? No one would buy a used bike with this issue? I mean, that could happen with batteries, i don’t blame canyon, but it’s just super frustrating.
So you get refund and a new battery some day?
Yes, one or the other or both we hope.
I think I want a total refund. It is my only bike.
I just sold my analog bike last summer so the torque: on is my only MTB. Compensating a couple to a few hundred dollars for not being able to ride YOUR bike for half a year is a joke. I wish I went with a different company!
Understandable. I’m ebike only for Mtb as well. It’s the way to go but we need reliable platforms. Imagine if you bought a car and this happen.
That would be a recall, and would be fixed in a few days max. At least that’s what good companies do. I honestly cannot believe we’re in this situation. I researched for a good bike for several weeks just to pull the trigger on a paper weight. What a joke!!!! I’m back to square one…. Looking for another e-mtb, different company of course just in case the outcome of this is not reasonable. If anyone has attorneys please post their info so we have a resource.
was hesitating to resell my mtb because of space but I guess ill keep it just in case
That’s a joke from canyon, correct? I’m glad I didn’t go for a canyon e-bike. When I saw the bike’s battery didn’t inspired me confidence. The same goes with the YT battery.
I’m pretty sure the replacement batteries will have issues too since they will have to rush to make new ones.
Those call centers are hired for a reason. To give the customer a peace of mind.
Imagine all the people that cannot ride a regular bike because of health issues and the only way they can get their therapy is through their e-bike and now they can’t!
Perhaps canyon needs to pay you out according to the mileage/usage of the bike. The more you used it the less you get refunded but I think it’s fair.
To protect their imagine they gotta own it and stand behind their flaw and payout like I mentioned. That will save face for them and create that trust for current and future customers. Otherwise I see a big dent in their company.
Class action lawsuit in the end from those that actually depend on the e-bike because of health issues? 🤔
Well said!
Thanks for the reminder to get a letter from my shrink! I ride to help with my PTSD. I also have an analog gravel bike, and just purchased a Swytch kit for that.
Might as well just close the company. Who is buying one after this debacle?
That is the Challenge they have right now. Seems they need to close it up or really do it right - not go just half way. We will see.
@roadlesstraveledtruckee the battery case has a lot of stress risers. Bad timing when the big bad DJI is flipping the script.
I would! I do own a affected Spectral and love it. I absolutely don't like that situation but I understand that this could mean insolvency for Canyon and they probably try really hard to avoid that and help us somehow as well. I do understand the feelings but I also understand that you can't repay thousands of bikes worth thousands of USD without going bankrupt. They probably could have reacted earlier but what do we know they did in the background. Would be good and well earned to hear a official statement from them.
@@frischensbub So hard to second guess when your not in their situation but it seems some sort of solution that included more communication and options regarding trade in and discounts on future bike coupled with a new battery solution could work. Canyon could then offer the traded bikes as used but “Canyon Certified” with new batteries. There is “business school” math that might suggest creating more long term customers this way actually is better for the company in the long run. This is a challenge, however, if investors are thinking short term.
@@roadlesstraveledtruckee Every one of the auto manufacturers have had major recalls, class action suits, and buybacks. Yet they all survived and are back to making billions. Canyon, if you're listening, consult VW. Your future is at stake.
Just ride your bike
they're finally coming out with their purchase cost per battery unit 😆 reselling for a fortune
Unacceptable....
I will be contacting our AGs office today
A full refund is required
What state are you in?
Texas
Has anyone gone through the refund process? Does accepting the refund have any legal implications for the future, such as forfeiting any rights to later claim for a bike refund should one be unsatisfied with the solution provided or its delay?
That is a keen observation. I was watching for that on the website but the way I went in there were no waivers or releases. I also asked for a full refund in the comments just to be safe in this regard
You may lose your right to reject the goods completely and seek a full refund if you accept a partial refund now.
Next time pay 25k+ ,maybe you will get better quality....
Sure seems like that is the tradeoff at this point. Makes me want to be much more aware of what battery lurks inside the frame from now on. Thanks for the comment because that’s a tradeoff that has been implied but perhaps not stated as explicitly as you did.
Lawsuit
Time to dust off your retired mtbs boys!
I got $500 credit
I'm going to to order the 900wh battery
F-canyon
😂😂😂😂 Excuse me while my human powered bikes never had any recalls. This is what happens when you try to force regular people on battery bikes. Batteries aren't ready for these applications. Just get stronger naturally.
Running and swimming are great choices and about as natural as you can get.
Hope Canyon survives this, got an XT equipped non-electric Spectral earlier this year, good bike, good parts spec, great sale price
They do compete very well on price
Have had my Spectral 29 CF8 for 1.5 years. $3400 for a carbon frame, XT everything but the chain, and Fox 36 Perf. Elite/Float X Per. Elite in the back. Zero issues. Now that I'm looking for an ebike, I might skip Canyon. This debacle is disappointing.
@@just4ivaylo92 I’m not in the market for an ebike….yet, gonna give it a couple more years, bet by then ebike tech will bring us even faster, longer range, more reliable bikes and economies of scale will bring prices down.
@@coastalhillbilly3419 agree. I think DJI is going to bring down the prices considerably.
I said no partial refund. I want a new battery, or a full refund. Their reply was:
"That is perfectly fine. You will receive further information regarding obtaining a replacement battery when the supplier is ready to deliver a new one."
Interesting. This is the first time I’ve seen these words (supplier providing a new one) so explicitly stated. Thanks for adding the comment.
@roadlesstraveledtruckee Contacted Danish branch. They said "man", which in this context translates to "they" - I read that as either Canyon Germany, or who ever makes the battery.
I get your point but it feels like your disappointment made you lose a balanced look… you seam to make it sound so negativ on porpoise… what you are talking about isn’t a refund… it’s a we are sorry here you get some money for the wait… and I feel like probably 95% of regular bikers are capable of checking their battery… I am sure you looked into what the actual concern is… and it’s about moisture… and/or structural cracks with the mounting points…
My 2 cent (not financial advice / not safe to follow lol)… check your battery… make an educated guess whether you feel affected… canyon has to ask you not to use it… but I guess most MTB riders (spectral / torque) have at least basic understanding of the danger and some balls :) (know the risk and decide accordingly)… sure lithium fires aren’t fun (they are really mean, seriously)… so dont be complacent… but don’t let this stop having fun lol… this sounds too much like a depression podcast (not meant as an offense)… I am so stoked that they are working on a new battery… freaking love the race update for the EP801… it’s close to freezing here and it’s still so much fun lol… so thanks for the video and maybe be a bit more clear on what their money offer is and what to look out for when wanting to keep rocking… show us some positivity pls :)
…one last question… why do you have three Spectral’s? 🎉
Thanks, this is really good feedback. 3 Canyons: Mine, my wife, and my friends who comes up to the mountain every week to ride. Also, yes, seemed negative. I was trying to be balanced however and may not have hit the mark. I want to be sensitive to everyone from the person who has another bike to ride, loves their canyon, and sees this as a great opportunity to get a new battery to the person who took out all their savings to buy one for each family member just weeks before they got the notice. Very different feelings so I tried to remain unemotional. That probably came across as negative or dry. Add to that - I’m new at this and still learning so I really do appreciate this kind of feedback. Thank you.
Way too long video. Canyon sold bikes with bad batteries. They are attempting to do some partial refunds. Done.
Hope you got something out of it. Thanks for hanging in.
@@roadlesstraveledtruckee Not much. too long
Hey mine bike have just 400 km so i will go on but after ride i will check my battery
This is a problem for 4 years so
@roadlesstraveledtruckee
Hi have you received any response to your full refund request? I am waiting now 3rd day (called them once and requested 2 times refund via thier website). The refund that is offered on the website is a joke. I am based in the UK.
Regards Seb
NO MORE CANYON EVER!
Two requests and nothing yet for me. Be persistent - delay favors Canyon unfortunately.
@@roadlesstraveledtruckee Hello.
I hope you are well.
The below is an update on my case.
I managed to speak with someone at Canyon UK after 3 phone calls and passing my call from one to another person. What a shit show, basically Canyon customer service runs from written script.
The scustomer service manager refused to accept their own (Canyon warranty - I asked for a refund or similarly equipped e-bike as my Torque) Firstly he blamed Germany once I informed him that under the UK law Consumer Act they need to respect thier own warranty gave them 11 working days for an official response to my warranty claim. The guy on call was blaming Germany and said that bike was purchased from Germany therefore warranty won't be accepted in the UK. Absolutely clueless guy about customer service and UK laws. They all pretend that nothing has happened and we are all happy.
I don't have a high expectation that they will accept my request for a refund and it is high probability that will have to start a law suit against Canyon demanding refund, costs and damages.
Will provide an update once have comms from them.
Good luck to you all who statarted battle with Canyon.
Regards Seb
@@SebastianSiemowitSobczykthat does sound like a SS…. This does not bode well for Canyon if their future actions are anything like what you experienced. Thanks for sharing this. I’m still holding out hope that they are investing in an approach that gives their customers a delightful solution rather than what would likely be a more costly investment in a legal defense. Your experience, however, seems to favor the later possibility.
I would be _absolutely livid_. I do 50-100 miles a week on my EMTB, it's essential for my health and it's also my main hobby.
Not use it for 3-4 months? No way. I'd be riding regardless tbh.
I think some are taking that approach. The chance of fire is probably low, particularly if you check the battery often and it is stored (and ridden) in a safe place. Thanks for sharing.
Thank you for posting these videos. Finally bought the bullet and bought ebikes for my wife and I then this happens a month later! Very dissatisfied with Canyon response.
Very bad timing for you to be sure. My wife and I really enjoy riding together for the first time FWIW, so hopefully this gets resolved soon.