Things have been anything but smooth at Canyon in recent months: the introduction of a new inventory management system and the opening of a new production site in Koblenz led to massive delivery delays and unclear conditions as to when, for example, ordered bikes would be delivered. Now the processes seem to be slowly settling down and Canyon founder and CEO Roman Arnold has written to customers:

Canyon has stood for the best bikes and great sporting success for years - there are no compromises here. However, as you have also noticed, modernizations in our Koblenz plant have led to some uncertainty among our customers. On behalf of the entire Canyon team, I would like to apologize to you once again.

What was going on?
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 inventory management system and opened a new production site in Koblenz in order to be able to meet the growing demand from enthusiastic fans worldwide for their dream Canyon bike. 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: Missing information for our customers and sometimes considerable delays in delivery were the result. And our customer service was not able to answer your many inquiries quickly enough and not always satisfactorily. I myself am passionate about things that inspire me - and can therefore fully understand how annoyed you must be about this. Your emails, calls and posts reflected this to us.

A mountain stage...
We have already achieved a lot in the last few weeks with our commitment and the great personal dedication of the entire Canyon team: the new systems are meshing better and better, the processes in the new production are settling in well and it is clear that we will be much better equipped for the future.

On canyon.com/experience/news we will be posting regular updates to keep you up to date with our progress. Because we know that Canyon not only has to stand for the best bikes, but also for the best service. Unfortunately, we can't do this overnight - but we can do it as quickly as possible and as thoroughly as necessary. We have already taken an important mountain stage, but we still have 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 standards in every area - as a professional supplier and service partner - 100 percent.

Your Roman
Founder & Managing Director, Canyon Bicycles GmbH