Disappointing experience with CANYON Bike 令人失望的CANYON购车体验
Update on Jun 12: Bike is finally in delivery
Update on Jun 13: The 1st bike was delivered yesterday. The pick-up for the 2nd bike is now scheduled for Jun 11-15.
Just to share my experience of ordering a CANYON bike (actually two), although I still haven't received it (which is why I am writing this post)...
So, I ordered a MTB from the Factory Outlet on Jun 3 (Sunday). Because it was already in stock and I live in Munich, I expected the bike to arrive within a week, so I planned a bike trip for the coming weekend (Jun 10). In the order confirmation it also stated "prospective shipping date Jun 4-8". However, as of today (Jun 12), I still cannot get my hands on the ordered bike. On Jun 5, I received the shipping confirmation from CANYON, saying the packages (one for the bike, one for the accessories) were already shipped. Actually DHL didn't pick them up until 3 days later (Jun 8). Meanwhile I have contacted the Customer Service several times, which didn't live up to my expectations. Firstly, the Live Chat was almost always "offline". Only once I saw it showed "Live Chat" instead of "Live chat offline", but when I tried to connect, it again showed "not available". Secondly, I had to wait awfully long time to get connected when calling the CS. When I selected the German service, I was told I was at 20 in the waiting list. So I dialed again and chose English instead. The waiting list was shorter than the German service. But when I got connected with the "English" CS representative, I was greeted in German... So we continued in German, although I chose the English service (which was fine for me, just a bit weird). On Friday, I had to wait half an hour to get connected (I was at 2 in the waiting list). Thirdly, they are not able to respond Email inquiries promptly. They say they would need up to 5 days to reply due to "very large amount of inquiries" (sehr hohes Aufkommen). All of the three above mentioned points show an incompetency to serve the customers well and providing a comfortable buying experience. I mean, CANYON is a direct-selling company, so providing good services remotely is essential.
Back to the shipping. The fact that CANYON shipped the bike on Jun 5 and DHL picked it up on Jun 8 made me assume the cooperation between CANYON and DHL was worrisome, which was confirmed by the subsequent development. On Jun 8, the DHL showed a prospective delivery date of Jun 9 (Saturday) for the bike. For some reason, DHL decided to deliver only one of my packages (pedals) and not to deliver my bike. So unfortunately I had to cancel my planned bike trip on Jun 10. On Jun 11 (Monday), DHL still didn't deliver my bike. So I called CANYON CS again (this time no waiting), asking whether I could get a voucher (Gutschein) for the delayed delivery and whether CANYON could ask DHL about the delay. CANYON CS rejected issuing me a voucher as a compensation, and stated that they couldn't do anything about the DHL delivery until Jun 14 (only after Jun 14 can they submit an inquiry Nachforschungsauftrag). So basically, CANYON says the delayed delivery was not their fault and suggested me to have more patience and wait (so I have the time to type this post up). Again, as a direct-selling company, CANYON should cooperate with good shipping partners to ensure fast and prompt shipping and delivery of the ordered products.
Regarding my 2nd order. Again, it was also from the Factory Outlet so it was in stock. Since it took so long to get my bike and the shipping cost more than 30 Euros, I thought it might be wiser to pick the bike up in Koblenz. It turned out to be absolutely wrong. In the order confirmation I received on Jun 11, the prospective pick-up time is Aug 13-17 (!!!). It is ridiculous that it would take more than two months to preparing a bike that is already in stock for my pick-up in Koblenz. Although I was told during a call that it usually took 4 weeks between the ordering and the pick-up, I was still shocked to learn I would need to wait 11 weeks! From a customer's perspective, it only shows how inefficient CANYON is: the assembly of a bike that is already partly assembled takes less an hour, maximal 2 hours, but they need 11 weeks to move the bike from the factory (or wherever they store the bikes) in Koblenz to the Showroom in the same city. I understand that many workers might go on vacation during the summer months, but it is still difficult to comprehend the super long waiting period.
6月12号更新：单车终于在投递中了
6月13号更新：第一辆车已于昨日投递，第二辆车预期交车时间已提前到6月11-15日。
分享一下我在CANYON的购车体验（尽管我还没收到单车，但正是因此我才写下这篇博文）
6月3号（周日）我在官网的打折区订了一辆山地车。由于是他们的库存车并且我住在慕尼黑，我以为我在一周内就能收到，所以安排了周日单车之旅（6月10号）。订单确认里面写着“预计发货日期6月4-8号”。然而直到今天（6月12号），单车仍未到手。6月5号，CANYON给我发了发货确认，说两个包裹（一个是车，一个是配件）已发货。而实际上DHL在三天后（6月8号）才揽收。期间我多次联系CANYON客服，令人失望。首先，网页上的在线聊天几乎一直显示“不在线”。只有一次我看到他们没有显示“不在线”，但是当我点进去以后，又显示“不可用”。其次，给客服打电话时要等好久才能接通。第一次我选了德语服务，我在等候名单里排在第20个。于是我重拨选了英语，这次等得少一些，但是接通的时候，客服用德语给我打招呼，于是我们就用德语继续对话了（对我来说这还好，就是有点奇怪）。周五的时候，我等了半个小时才接通（等候名单里排第二）。第三点，他们回邮件太不及时了。他们说由于“非常大量的邮件”，他们需要至多五天时间才能回复。以上提到的三点都显示了CANYON无力为顾客提供良好的服务和舒适的购物体验。作为一个直销公司，CANYON理应提供良好的远程服务。
回到发货的问题。CANYON说5号就发货了，而DHL直到8号才揽收，这让我觉得他们之间的合作有问题，这在之后的事情中得到了验证。8号的时候，DHL显示预计在9号（周六）投递，但不知为何，DHL那天只投递了装配件的那个包裹而不投递单车。所以我只好无奈地把原定10号的单车之旅取消。11号（周一）DHL依然没有投递我的单车，于是我又打了CANYON客服电话（这次没有等待），问他们能否因为投递延期给我一张代金券以及能否问一下DHL到底为什么没有投递。客服拒绝了给我代金券，还说DHL的投递他们也没办法，要等到14号他们才可以向DHL提出调查申请。CANYON的意思就是，DHL迟迟不投递不是他们的责任，让我再耐心等等（所以我有时间写这些）。再重申一下，CANYON作为一个直销公司，理应和好一些的物流公司合作来保证快速和及时的发货和投递。
关于我的第二个订单。我又在Factory Outlet订了一辆库存车。由于邮寄单车太慢了并且还要花30多欧，我以为选择去Koblenz自取会好一些。然而事实并不如此。6月11号我收到的订单确认里说预计提车时间是8月13-17号（！！！）。太荒谬了，居然要两个多月来准备一辆库存车！尽管之前在电话里我已经得知从下订单到提车一般需要4周，但是当我得知我要等11周的时候，我还是震惊了！从顾客的角度来说，这展示了CANYON是多么的低效：组装一辆已部分组装的单车一般只要不到1小时，最多两个小时，而CANYON却要花11个星期把库存车从Koblenz的工厂或者仓库运到在同一个城市的展厅Showroom。我知道很多工人可能在夏天去度假了，但是依然实在是无法理解这超长的等候时间。
Update on Jun 13: The 1st bike was delivered yesterday. The pick-up for the 2nd bike is now scheduled for Jun 11-15.
Just to share my experience of ordering a CANYON bike (actually two), although I still haven't received it (which is why I am writing this post)...
So, I ordered a MTB from the Factory Outlet on Jun 3 (Sunday). Because it was already in stock and I live in Munich, I expected the bike to arrive within a week, so I planned a bike trip for the coming weekend (Jun 10). In the order confirmation it also stated "prospective shipping date Jun 4-8". However, as of today (Jun 12), I still cannot get my hands on the ordered bike. On Jun 5, I received the shipping confirmation from CANYON, saying the packages (one for the bike, one for the accessories) were already shipped. Actually DHL didn't pick them up until 3 days later (Jun 8). Meanwhile I have contacted the Customer Service several times, which didn't live up to my expectations. Firstly, the Live Chat was almost always "offline". Only once I saw it showed "Live Chat" instead of "Live chat offline", but when I tried to connect, it again showed "not available". Secondly, I had to wait awfully long time to get connected when calling the CS. When I selected the German service, I was told I was at 20 in the waiting list. So I dialed again and chose English instead. The waiting list was shorter than the German service. But when I got connected with the "English" CS representative, I was greeted in German... So we continued in German, although I chose the English service (which was fine for me, just a bit weird). On Friday, I had to wait half an hour to get connected (I was at 2 in the waiting list). Thirdly, they are not able to respond Email inquiries promptly. They say they would need up to 5 days to reply due to "very large amount of inquiries" (sehr hohes Aufkommen). All of the three above mentioned points show an incompetency to serve the customers well and providing a comfortable buying experience. I mean, CANYON is a direct-selling company, so providing good services remotely is essential.
Back to the shipping. The fact that CANYON shipped the bike on Jun 5 and DHL picked it up on Jun 8 made me assume the cooperation between CANYON and DHL was worrisome, which was confirmed by the subsequent development. On Jun 8, the DHL showed a prospective delivery date of Jun 9 (Saturday) for the bike. For some reason, DHL decided to deliver only one of my packages (pedals) and not to deliver my bike. So unfortunately I had to cancel my planned bike trip on Jun 10. On Jun 11 (Monday), DHL still didn't deliver my bike. So I called CANYON CS again (this time no waiting), asking whether I could get a voucher (Gutschein) for the delayed delivery and whether CANYON could ask DHL about the delay. CANYON CS rejected issuing me a voucher as a compensation, and stated that they couldn't do anything about the DHL delivery until Jun 14 (only after Jun 14 can they submit an inquiry Nachforschungsauftrag). So basically, CANYON says the delayed delivery was not their fault and suggested me to have more patience and wait (so I have the time to type this post up). Again, as a direct-selling company, CANYON should cooperate with good shipping partners to ensure fast and prompt shipping and delivery of the ordered products.
Regarding my 2nd order. Again, it was also from the Factory Outlet so it was in stock. Since it took so long to get my bike and the shipping cost more than 30 Euros, I thought it might be wiser to pick the bike up in Koblenz. It turned out to be absolutely wrong. In the order confirmation I received on Jun 11, the prospective pick-up time is Aug 13-17 (!!!). It is ridiculous that it would take more than two months to preparing a bike that is already in stock for my pick-up in Koblenz. Although I was told during a call that it usually took 4 weeks between the ordering and the pick-up, I was still shocked to learn I would need to wait 11 weeks! From a customer's perspective, it only shows how inefficient CANYON is: the assembly of a bike that is already partly assembled takes less an hour, maximal 2 hours, but they need 11 weeks to move the bike from the factory (or wherever they store the bikes) in Koblenz to the Showroom in the same city. I understand that many workers might go on vacation during the summer months, but it is still difficult to comprehend the super long waiting period.
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| The packages were sent on Jun 5, but were not picked up by DHL until Jun 8. |
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| DHL didn't deliver on Jun 9 as scheduled, neither on Jun 11 (Monday). |
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| The super long waiting period between ordering and pick-up: 11 weeks! |
6月12号更新：单车终于在投递中了
6月13号更新：第一辆车已于昨日投递，第二辆车预期交车时间已提前到6月11-15日。
分享一下我在CANYON的购车体验（尽管我还没收到单车，但正是因此我才写下这篇博文）
6月3号（周日）我在官网的打折区订了一辆山地车。由于是他们的库存车并且我住在慕尼黑，我以为我在一周内就能收到，所以安排了周日单车之旅（6月10号）。订单确认里面写着“预计发货日期6月4-8号”。然而直到今天（6月12号），单车仍未到手。6月5号，CANYON给我发了发货确认，说两个包裹（一个是车，一个是配件）已发货。而实际上DHL在三天后（6月8号）才揽收。期间我多次联系CANYON客服，令人失望。首先，网页上的在线聊天几乎一直显示“不在线”。只有一次我看到他们没有显示“不在线”，但是当我点进去以后，又显示“不可用”。其次，给客服打电话时要等好久才能接通。第一次我选了德语服务，我在等候名单里排在第20个。于是我重拨选了英语，这次等得少一些，但是接通的时候，客服用德语给我打招呼，于是我们就用德语继续对话了（对我来说这还好，就是有点奇怪）。周五的时候，我等了半个小时才接通（等候名单里排第二）。第三点，他们回邮件太不及时了。他们说由于“非常大量的邮件”，他们需要至多五天时间才能回复。以上提到的三点都显示了CANYON无力为顾客提供良好的服务和舒适的购物体验。作为一个直销公司，CANYON理应提供良好的远程服务。
回到发货的问题。CANYON说5号就发货了，而DHL直到8号才揽收，这让我觉得他们之间的合作有问题，这在之后的事情中得到了验证。8号的时候，DHL显示预计在9号（周六）投递，但不知为何，DHL那天只投递了装配件的那个包裹而不投递单车。所以我只好无奈地把原定10号的单车之旅取消。11号（周一）DHL依然没有投递我的单车，于是我又打了CANYON客服电话（这次没有等待），问他们能否因为投递延期给我一张代金券以及能否问一下DHL到底为什么没有投递。客服拒绝了给我代金券，还说DHL的投递他们也没办法，要等到14号他们才可以向DHL提出调查申请。CANYON的意思就是，DHL迟迟不投递不是他们的责任，让我再耐心等等（所以我有时间写这些）。再重申一下，CANYON作为一个直销公司，理应和好一些的物流公司合作来保证快速和及时的发货和投递。
关于我的第二个订单。我又在Factory Outlet订了一辆库存车。由于邮寄单车太慢了并且还要花30多欧，我以为选择去Koblenz自取会好一些。然而事实并不如此。6月11号我收到的订单确认里说预计提车时间是8月13-17号（！！！）。太荒谬了，居然要两个多月来准备一辆库存车！尽管之前在电话里我已经得知从下订单到提车一般需要4周，但是当我得知我要等11周的时候，我还是震惊了！从顾客的角度来说，这展示了CANYON是多么的低效：组装一辆已部分组装的单车一般只要不到1小时，最多两个小时，而CANYON却要花11个星期把库存车从Koblenz的工厂或者仓库运到在同一个城市的展厅Showroom。我知道很多工人可能在夏天去度假了，但是依然实在是无法理解这超长的等候时间。
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