Canyon CEO: ‘We failed to deliver the level of service that our company stands for’

Canyon founder Roman Arnold apologies to customers for months of delays

Canyon’s CEO and founder Roman Arnold has issued an open letter apologising for production and shipping delays that have left thousands of customers waiting months longer than promised for delivery of their new bikes.

Since October, the German company has been going through the process moving into a new factory and introducing new computer software, something which according to Arnold “did not go as planned.”

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“Towards the end of 2015, in response to the rapidly growing demand for our products we took a major step for the future of Canyon. We opened up a brand new, state-of-the-art factory and implemented a new company-wide IT system. Our goal was to streamline our processes to provide all of our customers around the world a simpler and better experience when buying a Canyon bike.

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“Unfortunately, at the start, the total opposite occurred. As soon as we began implementing the new system unexpected problems arose. Instead of improving our processes, they were brought to a standstill.

“Customer and order information vanished and we subjected many of you to ridiculous delivery times. On top of that our customer service was ill-equipped to answer the huge number of enquiries quickly, nor could they access the information necessary to give you the answers you needed.

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“All of these problems, while unintentional, were our responsibility and I deeply regret how many of you have been affected.”

These problems cam to a head in January when a reduced customer service capacity over Christmas lead to a number of letters and emails reaching Cycling Weekly complaining about the problems.

One customer was given customer reported ordering a Canyon Endurace in September, with an estimated delivery time of six weeks, but was then told in January that his bike would in fact not be delivered until late March, more than six months after placing the initial order.

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And this story seemed typical of many other customers’ experiences, with Canyon’s Facebook and Twitter pages inundated with complaints from disgruntled consumers, with one even going as far as setting up a Twitter account specifically to publicise the problem. However, according to Arnold, these problems are now “working themselves out.”

“Over the last few weeks we have dramatically improved the situation thanks to the sustained effort and commitment from the entire Canyon Crew. Our new systems perform better with each passing day. We have learned a tremendous amount from this experience and are certain that in the future we will be much better prepared for any challenges.”