Who here ordered a new Canyon bike for Christmas and got disappointed? While you’re definitely not alone, the company’s CEO wants to apologise to you, and offer reassurance that Canyon’s now getting to grips with the issue.
In an open letter, Roman Arnold has said he and his team are “heartbroken” that they failed to deliver the level of service that Canyon customers expect. He attributes the problem to a total overhaul of the direct-sell giant's systems and facilities towards the end of 2015, designed to meet growing demand.
“Throughout this period of transformation, we failed to deliver the level of service that our company stands for,” Arnold wrote. Canyon opened a brand new factory in Koblenz, Germany, and implemented a new company-wide system, and it was the latter that immediately caused delivery issues.
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Related: Check out our tour of the 'old' Canyon factory
Vanishing data
Canyon's bike assembly area, snapped by BikeRadar back in 2012
Customer and order information vanished almost overnight, said Arnold, and many customers were subjected to “ridiculous” delivery times. To compound matters, Canyon’s customer service was ill-equipped to answer the huge number of enquiries quickly, or access the information they needed.
A new Canyon
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