May 13, 2020 canyon.com
Canyon // News & Stories

Update on delivery and customer service

May 13, 2020 canyon.com

Due to the current coronavirus situation, it may take a little longer to deliver your order and answer your customer service request.

Update on delivery and customer service // Photo: Canyon.com

The measures currently implemented to protect against the corona virus infection may result in delays of shipment. In some cases, the internal processing time will be extended up to 5 - 7 days. Our logistics team is doing everything possible to minimize any delays in shipments while assuring the safety of all Canyon team members. Due to the current situation the shipping service providers may experience additional delays and restrictions in shipping.

Our service teams in Koblenz and at our international locations are fully staffed and available for you via chat, telephone and website contact form. Due to the unpredictably high volume of customer requests, all contact channels are currently experiencing above-average response times. We ask for your understanding if you have to wait longer on the phone or chat. The answering of inquiries via the website contact form currently takes several days. Our service colleagues will do their utmost to answer your requests as quickly and as thoroughly as possible. We sincerely hope for your understanding and patience.

You can also find further information in our FAQ section about the Corona virus situation.



FAQs

16.03.2020

Dear Canyon customers and Canyon fans,

16.03.2020

The health and welfare of our staff and customers is our top priority. We are closely monitoring the developments around the coronavirus situation and have already initiated a number of measures to protect our colleagues and customers from infection. Many employees are already working from home. We have re-organised how production, assembly and logistics work together to provide our colleagues maximum protection against infection. When it comes to social interaction and contact with customers, we’re consistently following the guidelines prescribed by health authorities.


Canyon Blog Info Canyon Factory // Photo: Canyon.com

Regardless of all measures taken: the coronavirus is continuing to spread. Against this background, we have decided to implement a number of preventive measures at all Canyon locations.

Please be aware that we have changed some services (in some specific countries) we usually offer which include personal interaction, e. g. personal bike pick-ups or drop-offs at our service workshops. Also, following the recommendations of authorities, we have closed our showroom in Koblenz for the time being. Information on service changes and changes of the opening of locations will be published on the specific country website on canyon.com. Please make sure you check the website for more information before you come to visit us. Thanks!

Only together can we manage to slow down and contain the spread of the coronavirus. I would therefore like to make an appeal at this point: I ask all customers, fans and employees to support us in our efforts to contain the coronavirus. Make sure you get information about what everyone can do from authorized sources. Please follow recommended hygiene guidelines and official recommendations on how to protect yourself from infection and encourage your families and friends to do the same. We must all stick together and pull together!

I ask all customers and fans for your understanding about the changes to the operation of the showroom and technical service. Above all I would like to take this opportunity to thank all Canyon employees from the bottom of my heart for their flexibility and calmness, as well as for their help in containing the coronavirus!

Roman Arnold, CEO, Canyon Bicycles



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