Canyon Spectral and Torque battery recall - Refunds NOW offered - December 11, 2024 update

[@andrewrivera4029]

Wow thanks for the heads up! I’ve got the Torque ON 7 gotta check the battery case.

[@EMTBReview]

Yeah definitely get in there and check and get your 'inconvenience fee check'

[@kyledavis635]

5% with nothing regarding additional consideration is pathetic. Canyon is going to be hurt beyond just their E-bike offerings - and rightfully so! The company is toxic at the moment...

[@EMTBReview]

Absolutely. Need a public statement, a face to the issue that customers can bank on. Give some assurances and clarity to save the customer base and the brand.

[@lowielawrence1513]

I got original email stating about bike but have not had any new update since, I do not know where this info has come from

[@kyledavis635]

@@EMTBReview Yep. They are being very short sighted in not recognizing that their entire brand is going to be tarnished... I live in San Diego and have visited the Canyon HQ just a short distance away from here. I was not impressed - they had outdated models and didn't even present their most in demand offerings etc. They also offer virtually no customer service out of that location. YT on the other hand, has their "Mill"/HQ a bit north of here, in San Clemente, and their customer service vibe is notably better than Canyon in my estimation. I had at one time considered the Canyon Spectral ON CFR. I wouldn't touch the company in any way, shape or form now. I am also interested in YT E-bikes, and would feel comfortable buying from them...

[@christiantimmer9226]

You said this kind of issue could cost millions of Dollars... Fore sure this WILL cost Canyon millions of Dollars. Sad but true

[@akawazzupwitdat1543]

Great update with Canyon issues 👍👍 I am so glad I didn’t go with that brand and went for the Transition Repeater 🍻🇨🇦

[@EMTBReview]

Glad you went with a great brand!

[@amir_mtb]

Thanks Francis - love your reviews and now your news reels! Mistakes happen, but the way they're not owning up to it makes me certain I'll never own a canyon (not ebike, not road, not anything). Other companies such as Fox and Specialized owned up to much smaller and less dangerous mistakes.

[@EMTBReview]

Yeah, it's tough to see how they're handling this.

[@Spazzroberts718]

I can’t believe I won’t have a working battery until after 4 months from purchase date. Also, I can’t believe what a tiny compensation they’re offering us.

[@EMTBReview]

Yes, most are very unhappy.

[@sersolo3112]

Dam

[@WonTONgaming218]

I am so glad i bought my YT Decoy instead of the Torque ON. I was preparing to buy a canyon torque on, but when i was about to order, all their bikes were marked as SOLD OUT. I waited a few more days and realized there was a battery issue and I was so relieved I didn't make that dire mistake. I'm super happy with my new decoy and have zero regrets. I feel bad for canyon owners however, as they are only being offered a partial refund. That is unacceptable.

[@the_DOS]

Same here. I got the Decoy because I emailed Canyon to see how fast they would respond to my email and it took them close to 2 weeks to respond to a simple question. YT responded the next day, so I knew I would be in good hands.

[@EMTBReview]

Glad you're happy with your bike! The partial refund is the big bummer here. You lucked out for sure.

[@davidgrothen3943]

hope your non shimano - YT custom - battery remains happy too

[@WonTONgaming218]

@@davidgrothen3943 so far so good. 💪🏽

[@jbdb21]

4:52 I don‘t think there‘s a problem with translation, „refund“ is pretty clear even for non-natives. I wonder whether that‘s on purpose, and whether Canyon might argue you later that you cannot ask for a bike refund since you already accepted one, albeit of only 5%. I hope I‘m wrong, but „refund“ is clearly not the right term if that‘s meant to be a compensation for the inconvenience and costs for not being able to use the bike.

[@jameskelly1557]

I'm purposefully not applying for the refund for that reason

[@RaStaMan1njiii]

now that you pointed that out, this refund might be what we are going to be paying for a new batt xd

[@EMTBReview]

What do you think is the right word they should’ve used instead of refund?

[@jbdb21]

@EMTBReview If it were a genuine compensation, they could call it gift, thank you gift, compensation, indemnification, whatever, but in their communication they call it a „partial refund of your bike’s purchase price“. Maybe that’s simply a way to make sure they would not pay back more than the total bike price should the customer accept the partial refund and later pursue a full refund. I am however wondering whether accepting a refund, although only partial and small, could reduce the customer’s ability to claim a proper bike refund or any other refund, should they be unhappy in February with the proposed solution to the battery problem.

[@grzegorzc421]

I have spectral on cf 7 with BT0004 (900wh) battery. I Just wanted to register for refund and.... They said it is not to my bike?? A month without bike and they say everything ok?? So why I got email to stop riding? Then to register to refund... Bug or something else? Has enyone had anything like that?

[@EMTBReview]

Is it affected? You can enter the serial number of the bike here: www.canyon.com/en-us/customer-service/repair-spares-warranty/spectral-on-and-torque-on.html

[@grzegorzc421]

So You mean it is only about those 4 batteries?? One model Bt01, one BT02 and So on? I thought it is about all BT0004, and pictures only shows example where and how to find number :/

[@suklaamonni11]

It`s a bug, I also got the message that this didn`t affect my bike a few times when filling the form. Maybe on the 10th try the site accepted my serial number and I got to fill the rest of the information. Just try again.

[@RadioReprised]

Shimano forced Canyon to use Trendpower as the only ''Approved'' Battery if they wanted to run Shimano Motors. Shimano has some liability in this mess as well IMO! 4 months or MORE of no riding for $231 is an INSULT to customers! This is 400 miles of riding missed for a paltry sum. Offer Me a NEW battery AND half off a new CF-8 with a BOSCH powertrain!

[@curtrichardson8002]

4 months of riding is 1300 miles for me

[@EMTBReview]

Thank you for your feedback. Yes the $231 is an insult indeed every day without once pride and joy mountain bike is painful. And now the resale value of this bike has probably plummeted. As far as the battery, canyon made the directive to create their own battery so they could offer something unique in the marketplace. It’s only recently that Shimano certified the Trendpower battery.

[@RadioReprised]

@@curtrichardson8002 Yes, I meant I have missed 400 already....I usually get 75 a week.

[@Greedy470]

How does this not effect the STRIVE ON?

[@billmcmillan7735]

The Strive On has different motor and battery.

[@EMTBReview]

Correct, Strive:On is on a Bosch motor and Bosch battery

[@OVER-bENGINEERED]

Can you remove the battery and just pedal your bikes?

[@EMTBReview]

Yes, definitely. Will become 42 lb bikes instead of 50 lbs

[@briank5486]

no. not without gerry rigging the motor/battery compartment. the cover snaps onto the battery. if you pedal w the cover off, it will rip tje wires off the bike

[@jameskelly1557]

bought a spectral on in july, and was loving the bike so far. The partial refund is meaningless, wouldnt pay for 3 days emtb rental for the 4 months . I was really hoping canyon would 1-Give full details of the plan of action- They still HAVE NOT SAID OR CONFIRMED if they will replace the battery, or outlined a single action they are taking. 2-Give a GUARANTEED timeline, and fixed monthly compensation for any overrun. 3-Offer a no quibble Buy back on all bikes, minus usage fee as per age of bike. The email today gave NO information and the partial refund is meaningless. I am no wiser as to whether i should wait for a fix or start a return. yesterday i was hoping i'd be prepared to wait. Today i'm leaning towards returning the bike.

[@MrAllmotorB]

Naa screw it id keep riding it life is to short

[@EMTBReview]

You need to be a consultant for them.

[@MrAllmotorB]

@@EMTBReview no different than the big airbag recall years ago on millions of cars you think everyone just stopped driving lmao. These are bicycles. I’m riding my bike until they figure out what to do period.

[@mrd6093]

@@MrAllmotorB YEA SORRY I UNDERSTAND.

[@drahoslavhorvath]

I am so happy that I bought Trek Rail... half year ago. I was considering Canyon also...

[@EMTBReview]

Good choice! you dodged the bullet for sure

[@trailpimp6369]

So does this mean they are going to fix the issue and do a partial refund. I have a Torque on

[@EMTBReview]

Correct. All indications are partial refund now. Full fix announced on Feb 2025

[@trailpimp6369]

@ Thanks FC I love my bike and want to keep it.

[@billmcmillan7735]

I’ve ridden mine 900 miles and love it. There’s nothing else on the market with the same geo, suspension travel and component quality!

[@trailpimp6369]

@@billmcmillan7735 Exactly the same for me. No other e bike like the torque and how capable it is. From street to ski lift bike park. I have 2700 miles on mine and have had it less than a year. Most of the miles are bike park days at the ski lift at my local ski resort Northstar.

[@Jcool721]

Thanks, what a great video! Yes, huge problem for the company but also for the customers. They will fix it for sure but time is flying :-)

[@EMTBReview]

Totally agree! Time cannot be refunded, Especially riding time lost

[@bergmanst]

Wouldn't this be an issue for the other companies with same batteries. Not just Canyon. Or is this just a Canyon made battery's

[@EMTBReview]

This is just canyons custom battery. It is very unfortunate because they wanted to offer something unique to the market with higher capacity and configurable options. They wanted to differentiate, but it worked against them in this case.

[@Star_lord22]

according to the prior video its a battery specifically made for canyon.

[@thim8009]

I thought there were some batteries that were not affected. Can't they run a smaller battery or something. I dont own one, and i dont know, but i feel bad for the folks who are going through this.

[@EMTBReview]

all the batteries that fit this carbon frame are defective and cannot be trusted to be safe. Really an awful situation since they can't produce and test a new battery for many months.

[@andy5478-MTB]

Thanks for the info. I don't own one but had told a friend he might want to consider one if he found a good deal. This was days before the news broke. Fortunately he didn't buy. Canyon has handled this poorly and I feel for the owners. I don't possibly see how they can develop, manufacture, test, certify anything by February unless they knew about this long ago and they've been working on a solution much longer. The 5% thing is an insult. Just make sure if you take the money you're not signing away any rights to return or litigate etc.

[@EMTBReview]

You have a good point about the timeline. I'm curious to see if they can make good on their promises. This whole thing is messy and they’re doing it wrong

[@grillob3]

I am glad i did not get a torque on. I got a Fezzari Timp peak. I stay away from canyon due to bad reputation and lots of bad comments all over the internet

[@EMTBReview]

There a ton more bad comments now. And it can get a lot worse depending on how this is handled.

[@PhilosoFox]

I drive the Spectral and despite my battery pack hasn't seen a lot of cycles yet, my 900Wh pack is cracked too. Maybe the screwing in introduced structural tension and then having temperature changes on top of that and some moderate drops will do the trick to crack em. Sadly, the downtube compartment isn't fully sealed and some dirt and water can enter somehow (or did in my case). Now introduce water to these cracks and your garage will be ripe for some involuntary heat treatment. 😭

[@EMTBReview]

Oh man, you paint a good picture there. Is there no way to see if there's water trapped inside? Any corrosion?

[@PhilosoFox]

@@EMTBReview I never opened my battery pack compartment before checking for the batteries serial number and it had its internal fabric handle embedded in dirt from my virgin ride through the Alpes. So it went in there somehow. I guess we could somehow reseal the cases with latex or adhesive, but if it really is faulty design that might not suffice 🤷‍♀

[@DRDOOM-jl7tv]

I’am in the market for an E-bike I was looking at CANYON Torque and PIVOT Shuttle lt… looks like I’m going to pay the Premium and get the PIVOT Shuttle LT instead. Direct to consumer have killer pricing. But, going to your local dealer sounds better if problems do arise. 🤷‍♂️

[@EMTBReview]

The dealer is definitely a big plus when things go wrong! The consumer direct brands do have amazing deals, but the customer service does leave some to be desired. And with ebikes... things will go wrong that the customer cannot fix.

[@JuanTunonLuque]

I dont agree with the "refund proposal"... it should be a FULL REFUND, is their fault not mine! And i will not return nothing!!!! Canyon should cover ALL...!

[@billmcmillan7735]

It’s not a refund for the bike, it’s a gesture to try and generate some good will while they get new batteries produced. They are giving you some money and don’t expect you to return the bike.

[@Taxdeath]

Glad I spend my money on Specialized levo with the world's best support and next year when the G4 arrives it will again knock out all other brands including Amflow

[@EMTBReview]

This is just an 'inconvenience refund' for now while they make folks wait for the real fix.

[@ericperre4837]

and what about those that have a battery with no crack, to whom Canyon anyway said DON'T USE YOUR BIKE ? Eligible for a refund ?

[@EMTBReview]

Yes, eligible for refund for sure.

[@briank5486]

its hardly a refund. they give some crazy lowball number of 281-500$ and change. battery itself costs over 900$ so this is an insult

[@Nulter]

Outrageous!! I have purchased seven Canyons and have has issues getting a simple motor bolt that vibrated out. Now We have Two Spectral ON. An 8 and a Seven. ~Two grand for two new batteries. I have received no communications from Canyon either. Unacceptable imo. Unprofessional. Buy YT…

[@MrAllmotorB]

Specialized all day baby cakes 🎂

[@EMTBReview]

Thanks for sharing. Feedback like this is very valuable.

[@johndef5075]

Batteries should be standardized just like A, AA, AAA.

[@EMTBReview]

Life will be too simple :)

[@JuanTunonLuque]

Another thing, i used PayPal... i dont have a US Bank Account!!!!... what can i do!??? this is so frustrating!!!

[@EMTBReview]

Yeah, giving someone your bank account routing number is scary.

[@Arkane117]

The biggest issue for me is that this kills the resale value. I won’t be able to get much for it if I decide to sell it in used market..

[@EMTBReview]

OMG, didn't even think about that. Even if they fix it and recover well, the damage to the brand and demand will really affect resale value.

[@assureddampproofing4539]

Cheap Chinese plastic. Canyon had them specifically designed to fit their frame. Nothing to do with shimano etc. in all fairness canyon was not aware either. They trusted the Chinese process for batteries. We got nothing to do except go along with the process. The refund is apparently a Thankyou for understanding and patience. There’s still a solution to come. I’ve spoken to canyon today and they’re getting back to me with reference to upgrades on bikes should the bikes be replaced. I’ll post here once I know. Oh and I’m UK based.

[@EMTBReview]

Great share, thank you!

[@patton1977]

This is an absolute disgrace

[@EMTBReview]

This might go down as a study in customer support. Hopefully it will help other E bike manufacturers in the future.

[@jpravetz]

That's fantastic that they appear to be redesigning their faulty part so customers aren't stuck long term with the fault. That is unlike Specialized who have abandoned their gen1 and gen2 turbo levo owners to constant and expensive replacements, zero ability to service, and weasley warranty interpretation. I have three Specialized ebikes not working right now. So if you want to know what hate for a bike manufacturer is, I can tell you. PS if you know of any related lawsuits against specialized, let me know

[@EMTBReview]

Thanks for the share. As far as redesigning the battery case though, I don't think they have any other choice. The current case is unsafe and not an option. Would be cool if they can offer consumers something better. Like a smaller, lighter one that is compatible, given there are new battery cell options now.

[@PahadiPedaler]

They need a PR team and support system like Specialized. So many motor failure incidents, dont ride too much boost mode and yet those bikes are hot sellers. I think all these manufacturers should just switch to Bosch.

[@EMTBReview]

Absolutely. Specialized has survived the crisis. Canyon is in deep waters now. Bike brands will probably be wary of making their own batteries now.

[@mrd6093]

ALL OF THIS NEWS IS SAD SORRY TO SAY. IMAGINE SAVING UP FOR AN EXPENSIVE BIKE LIKE THIS AND HEARING THE NEWS ABOUT A FAILURE IN YOUR TECHNICAL BIKE JOY . I WAS SEEING MANY BIKE REVIEWS ON YOU TUBE ABOUT THE CANYON BUT WENT WITH THE BULLS BIKE IM SO GLAD .

[@EMTBReview]

I would have to agree with your sentiment. I’m not sure I’d feel comfortable owning this bike right now. Would be devastating if I saved up for it and it was my only mountain bike now since cannot ride.

[@simseven4967]

Bye Canyon👋🏻, why there is no „one battery for all bikes“ or few that fits all e-bikes and problem solved? No, each ebike model must have propietary battery which is not sold anymore after few years when the bike hit the market and they all preach about sustainability…🤭

[@EMTBReview]

Yeah the battery issue is tough since it is a key competitive advantage. Shimano batteries were so poor in size and range forcing some bike brands to make their ken

[@OscarHernandez-xx2je]

Glad I bought a Pivot

[@EMTBReview]

First class company for sure

[@gazj]

just a heads up this is a classic bait tactic if you sign up for the refund i bet my life there is something in there about giving up your right to sue them

[@EMTBReview]

Yeah, possibility. Not disclaimers and fine print though during the process.

[@Zetler]

Keep riding and sue them later is the way to go.

[@EMTBReview]

Some in the FB groups are just riding their bikes.

[@drspeedmon]

Thanks for the update! Just another reason to go Bosch and stay away from Shimano. Geez, in order to stay competitive Shimano will have eliminate the use of NON-Shimano batteries in the future.

[@EMTBReview]

One of the problems is Shimano batteries are so poor and slow to update with size and form factor. Canyon felt compelled to have their own battery made just so they could compete. The motor manufacturer really has to offer and test all these battery options.

[@stoneenforcer]

Shimano has lost most of the ebike market.

[@stoneenforcer]

Canyons post sale customer service is among the worst I’ve experienced in the bike industry. Terrible company to deal with. Luckily Im not dealing with a battery issue as I run Bosch on my Strive On.

[@EMTBReview]

Thank you for the share.

[@peterthomson6161]

When the bike came out. They were promoting a lighter battery design. 😂

[@EMTBReview]

Had a great range with 900wh option

[@johnnywallace8123]

They owe their customers a new battery, not a 5 percent rebate.

[@EMTBReview]

Correct, the battery is coming for sure if they are able to make/test a safe one.

[@johnnywallace8123]

@EMTBReview Like your reviews, I bought a Bulls Copperhead AM 4 after watching the review that you did. Thanks.

[@bfranco1519]

Never wanted a Canyon. Never will buy a Canyon. Why don’t they just send all owners new batteries??? How a company handles problems says all I need to know about them…

[@EMTBReview]

They can't send new batteries right now because there are NO safe batteries that exist for these bikes. AFAIK, they are getting new ones made, testing them, and will be sending them out around Feb 2025

[@technoirzzzzz]

Wonder if Lebron James is regretting investing in this crappy company. Why doesn't Canyon ask for a cash infusion from their billionaire baller to cover their emtb debacle?

[@EMTBReview]

He’s not the dumb . His investment and association already turning to coal

[@technoirzzzzz]

Yup totally agree, LeBron is a shrewd business man, he should cut his losses and ditch Canyon

[@e_mtb]

Don't agree to their crappy voucher, these clothes cost 3-4 dollar in production and they sell it for 60-70, even twice the "cash" refund is more or less worth nothing..

[@EMTBReview]

I have to agree with you. The needed to start at $1000.

[@MrAllmotorB]

Start emailing LeBron James he should help out 😂😂😂😂😂

[@EMTBReview]

Poor guy has to get involved

[@MrAllmotorB]

@@EMTBReview bron has stupid money if he wants fame from riding their bikes The least he could do is donate some money to help the situation. The guy has a lifetime contract with Nike.

[@billmcmillan7735]

Although I’m disappointed that I can’t ride my bike, I love the bike and I don’t want my money back. I just want a safe 900 WH battery so I can get back to having fun. Remember Canyon doesn’t like this situation anymore than we do!!!

[@EMTBReview]

They are in a bad, bad place. They have a serious problem, no local dealers and no fix for a while.

[@jameskelly1557]

They need to tell us what they are doing about it, all we've had so far is "wait 5 weeks for more info" and "we'll have a solution in feb". They havnt even said they'll replace the batteries yet!

[@billmcmillan7735]

@ Looks to me like the only solution is replacing the batteries!

[@sersolo3112]

they are only giving a partial refund because people like you will just bend over and take it. A full refund should be given for a faulty product they sold

[@macalaman]

If 😊this is Canyon behaviour, I think they are done… nobody should ever buy a screw from them…

[@EMTBReview]

Appreciate the input!

[@RaStaMan1njiii]

All i hear is +300$ in a month and a new battery in 3-4 months, hopefully just keep riding and check butt cracks

[@EMTBReview]

You heard right. And did I hear butt crack? :)

[@MrAllmotorB]

All big name companies are laughing 🤣

[@EMTBReview]

They’re all scared. Huge vulnerability for all

[@MrAllmotorB]

@@EMTBReview I think you should do a video and go into detail on how you think all other companies are scared, that’s a big statement.

[@MrAllmotorB]

Removable batteries will always be a problem Companies where the dealer can only remove the battery don’t run into issues, Canyon built a cheap bike and you get what you pay for. I can’t believe you try and stand up for them. Do you not see how many people are so angry with how they are handling this.

[@EMTBReview]

@@MrAllmotorB I've done all the research and laying ou the info in as fair a manner as possible. Very easy for me and others to bash companies and users but it's better to provide useful info.

[@victorkan7288]

They can't survive this, they will probably declare chapter 11 in February.

[@e_mtb]

Such a battery is not that expensive in production and canyon will take recourse against the battery manufacturer, the manufacturer (shimano approved, so probably a bigger player) surely has some insurance against such production issues. So money wise it's not a direct disaster for canyon, they will easily survive it, but the reputation will take a hard hit, which might have impact on future sales of their ebike line-up

[@EMTBReview]

This will be interesting for sure, and it really depends how much money they had in the bank. They do have an investor with deep pockets LeBron James