Did you have to switch to mechanical?
Nope, Sram etap (and Shimano Di2) can be installed on mech frames. The replacement frame came with all the appropriate plugs for the housing holes.
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Quoting this so that it doesn’t get overlooked. This goes a long way, I think.
I’ve had great luck with Specialized; they replaced a Crux frame for me, as well as a pair of S-Works XC shoes when the toe stud anchor came loose in the sole. No questions/problems either time. A friend of mine also got a carbon Epic hardtail frame to replace an OLD aluminum frame he cracked.
I haven’t personally needed it yet, but my Trek dealer tells me all the time about things Trek covers that shock him (in a good way). Their crash replacement policy on wheels is why I am going with their offerings for the foreseeable future.
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Ah, nice.
This also reminded me to kick myself for not getting the deal on Di2 groupsets from the TPC last month.
Just got back from my LBS with a new front wheel after I cracked the original that came with my Madone by hitting a rock that wasn’t pointed out on the group ride I was on.
I know not directly related to your issue but over the years I’ve been pretty happy with Trek, and this latest claim under their carbon care cover has left me feeling pretty good about the brand in general.
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havnt read the whole thread, but a few ideas for ya… Most reputable credit cards have protection for things like this. Your warranty and crash replacement is part of the price you paid for your new bike. This isnt a goodwill gesture, you paid for it. Send them one more email and make it clear that if they are unable to make good on their warranty, you would like a refund. Otherwise, the next discussion will be with visa/amex to discuss a chargeback
As far as brands that are great, Trek gets a lot of smack talk, but they absolutely stand behind their product and their warranty is about as good as it gets. Santa Cruz and Cervelo (really anything from Pon) is exceptional as well.
I have an aeroad and Ive been a total Canyon evangelist but as of the last year or 2, their US support has gone from great to nearly non-existant. Canyon is not on my list for my next bike unless I find one used and cheap. Too many proprietary parts that have no benefit over standard ones and theyre never in stock
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When my SL3 frame cracked, Specialized offered me a free SL6 rim brake frame or a 25% discount on an SL7. I took the SL7. They did want the original receipt which was some work to track down.
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I spotted a delaminating seat stay on a Trek road bike - I don’t remember which model but it had been purchased within the prior year. About two weeks later I saw my riding buddy back out on a new frame, even a newer model. Trek did what was right which was good to see.
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Assuming a crash replacement policy is advertised at point of sale, I’d regard that as contractual, and would be inclined to pursue the matter if it wasn’t honoured in a timely manner. UK law is quite robust on this point, but - and here is the problem - your contract is between you and the seller. In other words, you would (in theory) have to sue the bike shop (who would then be expected to sue the wholesale to recoup, etc). This obviously discourages a lot of people.
I have had an excellent experience with Trek. I bought an almost new Madone in 2021, seeing on Trek’s website that warranties on new models were transferable for a year to new owners. And the frame developed a crack around the isospeed decoupler a couple of months after I bought it. The local Trek dealer pointed out the bike I’d bought was actually a 2020 model year, and thus not covered by the warranty. However, they reached out to Trek and explained that I had bought the bike in good faith and under the understanding of a transferable warranty. Trek replaced the frame - I just had to pay the shop labour to strip the old frame and transfer the parts over (£150 iirc).
Friends have had similarly excellent experiences with Specialized. Someone has just received a brand new SL8 frame after their SL6 developed a chainstay crack.
I’m afraid that Cannondale and Canyon have pretty terrible reputations in this area in the UK (at least around my area). I’ve told the story on here before of how Cannondale rejected a claim for irreparable bottom bracket damage on the ground of ‘crash damage’, and how one large LBS no longer stocks them after they were losing long term customers when clearly legitimate warranty claims were being refused. As others have noted, Canyon usually say something along the lines of ‘yes, you’re entitled to a warranty, but we don’t actually have the item in stock. Please wait an unspecified period of time for a replacement, or accept a small discount on a new model’.
Generally speaking, I would now only buy a new bike using my credit card, simply for the consumer protection that gives me. Having seen my wife argue with a retailer for 4 weeks about a replacement laptop, and seeing the problem resolved within 5 days after a call with the credit card company who simply stated to the retailer that they would be reversing the transaction, I’ll be following that example from now on.
Even my chinese bike (Carbonda) has better customer service than this 
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Exactly, it’s one of the reasons I bought it. Without that there’s no benefit from buying new over used from a trusted seller.
I’ll take a look into filling a dispute but I understand that it’s a headache when it’s a warranty issue. Hopefully I’m wrong.
Haha even Comcast has better customer service.
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What a crappy situation. They should be better than this. I think this thread has singlehandedly talked me out of a Canyon purchase. I have been looking at their bikes for some time, but now have no interest.
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Ive only done this once about 5 years ago, but with Amex, it was totally a breeze. I spoke with a rep, they told me exactly what documentation they needed. I sent pictures confirming the issue and screenshots of all correspondence with the company. They handled the rest and had the money back in under 48 hours.
If youre at an income level that you can buy a $5k+ bike, youre at an income level that your credit card company/bank has every incentive in the world to ensure youre a happy customer. Let the dog hunt!
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Exactly, I’m not asking more than what the contract says. Since they can’t uphold their end of the deal, I’d expect them to find a suitable solution. I even suggested something that’d make me pay more than I should but they just want me to buy a new bike.
It seems that Trek and Specialized actually stand by their products.
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It got even worse when Canyon US got an “infusion” of private capital. This is just corporate lingo for “killing the golden goose”.
That’s one of the downsides of a direct-to-consumer brand. Service is worse and there is no dealer that can argue effectively on your behalf. It is you against a big company. What are you going to do, sue them?
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That was funny! That’s saying something. To the OP…can you reach out to any european shops and get help? I’d consider getting a fork and selling it and then put that money towards another bike brand.
Good luck! Keep us posted
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Not that easy, they use 1 1/4 steer tubes. Not that easy to find a brand name one that’s gonna fit. They also have a proprietary stem that’s essentially a carbon quill. It’s pretty much canyon or nothing
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Giant overdrive is 1 1/4 inch too
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