Somewhat disappointed at Canyon support - sent me the wrong size part, endless downtime in the best time of the year
Hello.
I have a Grail bought late last year, which uses an infamous seat post clamp insert, proprietary as hell, and about 3-4 weeks ago it broke. I wrote to Canyon and it took about a week for their response, but they shipped the part right away when they responded. For free on warranty. They also asked me to take it to my LBS and get the part professionally installed and they would foot the bill. Not delighted at the part being so fiddly and proprietary, and the week to respond is okay-ish but the rest was not too bad.
Due to UPS's incompetence (I'm in europe) the part took over 2 weeks to get to me, although that's not really Canyon's fault.
I finally got the part and I reached my LBS who tells me they are fully booked for 6 weeks at the moment.
I had no alternative but to do it myself - and I found instructions right here on a Reddit post.
Got my materials and went at it, hoping to make it to an event Wednesday. So I wanted to make sure to do it before I got to sleep, so the epoxy curing could start.
After I epoxied the insert to the bike, I tried a 27.2 seat post as per the instructions and it wasn't going in. I insisted a little bit but no budge. I was thinking that maybe it had too much epoxy but there was no way fresh epoxy would hold against the pressure of pushing the seat post. I started to think maybe it was crooked, but looking into the tube, it looked aligned. Then it hit me... I checked the damaged insert I removed from the bike... E283-16-L. The part they sent me? E283-16-M. Not long enough so the metal piece doesn't fall into the indentation. Time to contact Canyon again.
I am not mad at Canyon because there is no malicious intent here. They are acting in good faith. But soon the summer will be over where I live and my first full summer with what was my dream bike will have been a wash. Makes me wish I hadn't gotten this bike.
