Spectrum: Significant delays in delivery and missing information: Many customers of the Koblenz-based bike manufacturer Canyon are not only very insecure at the moment, but also quite annoyed. What's wrong with Canyon? Now Canyon founder and managing director Roman Arnold has his say.
Here is Roman Arnold's official statement on the current situation:
With the enthusiasm for our product, we took an important step for the future of Canyon at the end of 2015: We introduced a new merchandise management system and opened a new production site in Koblenz to meet the growing demand from enthusiastic fans worldwide for their dream Canyon bike can. Unfortunately, we initially achieved the opposite, because problems arose during the changeover phase that we had not foreseen and which initially caused our processes to falter instead of improving them: the result was missing information for our customers and sometimes considerable delays in delivery. And our customer service could not answer your many inquiries quickly enough and not always satisfactorily. I'm passionate about things that excite me myself - so I totally understand how upset you must be about it. Your emails, calls or posts reflect this to us.
With our commitment and the great personal commitment of the entire Canyon team, we have already achieved a lot in the last few weeks: the new systems are increasingly interlocking, the processes in the new production are running smoothly and it is foreseeable that we will be able to will be much better prepared for the future. We'll be posting regular updates on canyon.com/experience/news to keep you up to date on our progress. Because we know that Canyon not only has to stand for the best bikes, but also for the best service. Unfortunately, we won't be able to do that overnight - but as quickly as possible and as thoroughly as necessary. We have already completed an important mountain stage, but there is still a long way to go. We very much hope that you will continue to place your trust in us.
I would like to personally thank you for your loyalty and patience. - All of us at Canyon do our best to meet your and our own requirements in every area - as a professional outfitter and service partner - 100 percent.