I rarely write public reviews, but my recent experience with Canyon Bicycles has been deeply disappointing and worth sharing, especially for those considering purchasing directly from them. Timeline & Issue: • I purchased a new Canyon Ultimate CF SLX 8 Force AXS road bike that arrived with a broken headset, rendering the bike un-rideable and unsafe out of the box. • I immediately filed a warranty claim and coordinated with Velofix, Canyon’s Authorized Service Partner, who confirmed the issue. My Attempt to Work with Canyon, I asked for a reasonable resolution, including: o Reimbursement for the headset repair via Velofix, o A partial refund for the inconvenience, o Or alternatively, a discount off another Canyon bike (same price tier). Unfortunately, Canyon was unwilling to honor any of these options, despite the bike being defective from the start. Customer Service Breakdown: • Communication delays were excessive, 48 to 72 hours between responses, which only improved after I began calling the service department directly. • Rather than honoring the warranty with a proper fix or accommodation, I was told to simply return the bike, as if that erased the time and energy already spent. • Their proposed alternative to my dissatisfaction of this offer was sending the bike back for 4–6 weeks for internal repairs - completely unreasonable for a brand-new purchase. No Real Solution Offered: • No replacement or rebuild of the same model (which is now out of stock), • No coverage of local repair costs despite using their service partner, • And no partial refund for the defective product. Final Thoughts: I wanted to give Canyon the benefit of the doubt and work toward a resolution that kept me a Canyon customer. Instead, I’m left frustrated, out of time, and without a rideable bike. Direct-to-consumer brands should take more responsibility, not less, when something goes wrong. Unfortunately, Canyon fell short and I will be going to a different bike brand for my road cycling.