I purchased a bicycle from Canyon on 31 August 2024, expecting a quality product and dependable support. Unfortunately, my experience has been the opposite, starting with a faulty motor discovered on my very first ride. Here’s a breakdown of the ongoing issue: Initial Contact and Delay: After noticing a loud motor noise on 7 September, I reported the issue immediately. Canyon directed me to a local service partner, who estimated a 2-3 week repair time. However, by 23 September, I still hadn’t received any feedback or updates. Repeated Escalations with No Resolution: I continuously reached out to Canyon's support and service center, only to be given vague or copy-pasted responses, with no concrete plan to fix the issue. Each time, I was either directed back to the service partner or told that "the motor is on the way." "Motor is on the Way" - A Ridiculous Excuse: The most frustrating part of this experience is the repeated claim that "the motor is on the way." Given that the motor could be delivered in just one day from the factory (only 400 km away), this excuse is simply absurd. Six weeks have passed, yet I’m still being told the motor is in transit. This is clearly a stalling tactic, showing a complete lack of accountability on Canyon’s part. Lack of Commitment and Unacceptable Offers: By early October, despite my multiple requests for a replacement or refund, Canyon’s support failed to commit to any real solution. Instead, I was offered a €60 gift voucher, which felt dismissive and inadequate. I informed them that this delay violates EU consumer law, yet they continued to refuse a replacement or refund. Current Status: With no resolution in sight and no credible commitment from Canyon, I am now forced to consider legal action to recover my costs. The continued use of the “motor is on the way” excuse after six weeks has completely eroded my trust in Canyon’s customer support. Prospective Buyers Beware: If you encounter an issue, Canyon's post-purchase support may be unresponsive, dismissive, and unwilling to take accountability. Despite the proximity of their factory, Canyon’s ongoing claim that a motor delivery is taking weeks is beyond belief and shows a serious disregard for customer experience. In hindsight the value of purchasing from a local bike shop would be a better decision, I have never had such problems from a local bike shop who normally cares about their customers and have a reputation to uphold. Also I will not touch something with a Fazua motor again, do yourself a favour and go google for the problems they have, you will see!