Important safety note from Canyon: the Spectral:ON CF / CFR and Torque:ON CF models may have damage to the battery

cfvillaverde said:
Finally received good news, got an e-mail from Canyon confirming a formal "order" for my new battery, 900 Wh, with estimated delivery between the 21st of April and the 2nd of May so it looks in the next couple of weeks my bike will be functional again !
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Unfortunately, my optimism is vanishing. Reaching this week without any movement around the shipment, I reached out to Canyon support yesterday and today received from them a very confusing e-mail which gives me the impression they do not know exactly what is going on. I think the order confirmation I received is just another tactic to entertain the situation but no evidence any battery has been shipped yet.

Personally, I am done and will now proceed on the legal path as the resolution of the problem is exceeding any reasonable warranty resolution time.
 
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SummerMadness said:
I kicked up a stink yesterday and got a dispatch note today. Expecting delivery over the next 2 weeks.
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IME they only way you’ll get anywhere with Canyon is to keep on their case…. Ignore the promises of updates and that they are escalating your request…. Those are just holding: delaying responses.

Saying that the staff are only doing what they are told and it must be a very toxic environment drip feeding bad news
 
I did get a dispatch notes for two batteries. Both 900Wh batteries. One bike came with 720Wh. Asked kindly to only send one 900 and the 720Wh. I do not use the 900Wh.

Still waiting a a reply on how they going to deal with batteries that bought separately. I bought also a spare 720Wh. I only use the two 720....

Till now not so happy with Canyon. They do not score high with clear communication an responding on questions.
 
Straker said:
IME they only way you’ll get anywhere with Canyon is to keep on their case…. Ignore the promises of updates and that they are escalating your request…. Those are just holding: delaying responses.

Saying that the staff are only doing what they are told and it must be a very toxic environment drip feeding bad news
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Yep, you must be polite to their staff, not their fault and push regularly and you seem to get results that way
 
Okay, so I’ve been incredibly patient with this entire process, and of course, I’m also quite irritated. Yesterday, I finally received some good news in the form of an email from Canyon. They informed me that I’ll be receiving my battery between the following dates:

"The delivery date is confirmed for:
May 12th – May 23rd"

Once I receive the item and inspect it closely, I’ll provide an update here.
 
I've had 3 cracked battery's since owning the bike. I've had an email saying I will not receive a battery until August! So basically would of not been able to use my bike for 10 months. I only have a size Small Spectral so I think the smaller battery's are delayed maybe?
I'm going to keep fighting for a refund on the bike.
 
rsmart said:
I've had 3 cracked battery's since owning the bike. I've had an email saying I will not receive a battery until August! So basically would of not been able to use my bike for 10 months. I only have a size Small Spectral so I think the smaller battery's are delayed maybe?
I'm going to keep fighting for a refund on the bike.
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I have 2x 900 batteries coming, both saying being dispatched and already had one delayed by another month... the 720wh are delayed longer. Have had to accept the bigger ones for now, have a 720wh already so time will tell if the bigger one will affect the agility of the bike. But I feel your 😢
 
rsmart said:
I've had 3 cracked battery's since owning the bike. I've had an email saying I will not receive a battery until August! So basically would of not been able to use my bike for 10 months. I only have a size Small Spectral so I think the smaller battery's are delayed maybe?
I'm going to keep fighting for a refund on the bike.
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Martin Lewis’s website and CAB are worth checking in with….. also the product failure is a ‘safety’ failure which automatically makes goods unfit for purpose in the UK.

Good luck with getting a usable bike again
 
SummerMadness said:
I have 2x 900 batteries coming, both saying being dispatched and already had one delayed by another month... the 720wh are delayed longer. Have had to accept the bigger ones for now, have a 720wh already so time will tell if the bigger one will affect the agility of the bike. But I feel your 😢
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I had also two 900 on the way. I really enjoy my Torque ON with a 720. Makes it a bit more play full. Difference is 900 grams. I really noticed this...

Canyon is upgrading the 720 for 900 for all customers when it fits in the bike. They did not gave me a notification about this upgrade. I only did get an email that two 900 will be shipped. Asked them kindly to send One 900 and a 720. The 720 is the batterij I used the most in my bikes.

Unfortunately I have to wait till august for the 720. Till then I will use the 900. Compensation for the Spectral ON CFR LTD will be till the 720 is delivered.

Still waiting on what Canyon going to do with compensation and replacement for customers that bought a spare batttery. I bought an extra 720. Till now Canyon is not sure if customers get a compensation. Replacement will be when all batteries for the bikes are send out. :(
 
Well contacted Canyon, been told that my order had been recieved for the battery, which is a 900wh( original 720wh) and that my additional compensation could take upto 4 weeks before i see it. If i dont recieve the battery in May then its speak to my credit card company and start the process for full refund.
 
I received this email last week. Still waiting for some kind of tracking number and can't wait to see how long it is till I receive the additional "refund"?

Dear ........,
As announced, we are reaching out to you with the order confirmation of your replacement battery.
The delivery date is confirmed for:
May 12th – May 23rd
We’ll hurry up and process your order now to get it shipped to you as soon as possible.
We appreciate your loyalty and thank you for your patience.
Best regards,
The Canyon Crew
 
Reviewing multiple sources of information there´s no evidence a single person has received a new battery, no one ! All these e-mails and "fake" orders, estimated delivery times, etc ... look like tactics to hide a reality which is that 7 months after the notification there is not a single user who has received the new battery.
 
divit said:
Wish i had bought the YT now.....
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I think its the same shit :) YT is the same level of b2c business with the same bad and cheap solutions

I hate canyon and would never buy it again not cuz of this story with batteries, but cuz of bad design of bearings protection, bad design of the headset that is full crap and hard to replace. Bad customer support that only tells your fair tales.

Right now I know a lot of ppl with TurboLevo who change 2-5 motors during 2 years. Its usually fast, but getting broken motor on a race or on vacation - is sad

Or for example new Cannondale Moterra SL, I know one guy, and his bike is already 6 months in service. There is also problem with the battery, and they are replacing not only the battery, but the motor also. He got new battery during this 6 months, but still awaiting the motor...
 
[Update] - finally a new battery is now on its way for me. Got a DHL tracking number yesterday which shows activity with package (originally being shipped from Koblenz) on its way so I am confident now I will receive a new battery during the next few days. 🤞
 
Just got my e-mail saying delivery between yesterday 🤦‍♂️ and 23rd May. We'll see. Nothing on the orders and tracking site, but given that they just sent the e-mail, not a surprise.
 
cfvillaverde said:
[Update] - finally a new battery is now on its way for me. Got a DHL tracking number yesterday which shows activity with package (originally being shipped from Koblenz) on its way so I am confident now I will receive a new battery during the next few days. 🤞
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Great! Can you post a foto once it has arrived? Thx.
 
rsmart said:
Got a picture to see what it looks like ?
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Quick google search gave me this
www.emtb-news.de

Akku-Probleme bei Canyon Spectral:ON und Torque:ON [Update]: Ersatzakku ab sofort bestellbar

Akku-Probleme bei Canyon Spectral:ON und Torque:ON [Update]: Ersatzakku ab sofort bestellbar Canyon arbeitet weiterhin an einer Lösung für Spectral:ON CF / CFR und Torque:ON CF. Im Februar 2025 soll eine Lösung bereitstehen. Den vollständigen Artikel ansehen: Akku-Probleme bei Canyon...
www.emtb-news.de www.emtb-news.de
 
Just got a "your order is in picking and will be ready for dispatch in the next 1 - 5 days" message. Let's see how long it takes them, but it deffo looks like they're finally on the move
 
Looks like they did not change anything in battery case shape, but probably the plastic mix/composition from which the casing is made has been improved(?). And there are new bolts! Looks like a bit longer than old ones.

Instructions from canyon says: dispose of the old screws
CANYON BATTERY INSTALLATION GUIDE

pics below are from: forum emtb-news.de
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Talked to Canyon support today. They said the bike can't be returned under any circumstances except the 30 day return period and all I can do is wait for the battery to be replaced... Unbelievable. What a disgrace...

As expected, they didn't change anything in the battery, so I'm expecting the 2nd series of battery replacements, but most likely they will tell us that the cracks on the new batteries do not affect anything and we can continue to use the bike :)
 
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