Important safety notice for batteries of your Spectral:ON CF / CFR & Torque:ON CF

binner

Hello, I received an email from Canyon about my emtb with the same title as this thread on the 6th November.  I checked the battery as per the instructions and it has cracks so I dropped the battery off at a Canyon service centre.  I asked for an update 2 weeks ago and was told to wait.  I cannot ride the bike without the battery as it is part of the locking mechanism for the bashguard.    There are no answers coming from Canyon as to how they are going to rectify the situation.  I am still in the warranty and guarantee periods.    

There is also this formal notice on the govuk website

As it is a safety critical alert I followed the instructions but in over 1 month nothing more from Canyon.

I am considering starting the process to get a full refund as I think the lack of any solution means I can claim one under the consumer rights act. I am after some advice as to how to proceed , any help gratefully received.

born_again

How long have you had the bike & where did you buy it from?

Alderbank

If you have owned it for more than a month, the CRA entitles you to a repair or replacement. You are only entitled to a refund if they can't repair or replace or the time taken to do that is unreasonable.

This is a major catastrophe to the company who seem to be doing their best to find a fix. There is lots of discussion about the issue on many other websites, such as this:
 https://www.reddit.com/r/CanyonBikes/comments/1gl0ucr/canyon_spectralon_battery_recall/

binner

I owned the bike for 18 months to answer the first question.  You can only buy direct from Canyon , I bought it via their website.

It has been 2 months now and nothing.  There is no fix in sight.  turns out the battery was not fit for purpose so a dangerous design fault. I have asked for a full refund as of 18th December.  The request was escalated on that day and no response so far to the escalation.   The last blanket update was before xmas and said wait until the end of Feb for a fix.  I have not able to ride the bike since the beginning of Nov.  

Alderbank

Would that be the editorial dated 20 December on the bikers' website ebiketips 'Canyon says it’s “on track to have a solution by February”?

https://ebiketips.road.cc/content/news/canyon-recalls-some-e-mtb-batteries-says-it-s-on-track-to-have-a-solution-by-february

molerat

binner said:

I owned the bike for 18 months to answer the first question.  You can only buy direct from Canyon , I bought it via their website.

It has been 2 months now and nothing.  There is no fix in sight.  turns out the battery was not fit for purpose so a dangerous design fault. I have asked for a full refund as of 18th December.  The request was escalated on that day and no response so far to the escalation.   The last blanket update was before xmas and said wait until the end of Feb for a fix.  I have not able to ride the bike since the beginning of Nov.  

You would not be entitled to a full refund but a refund based on your 18 months use of the bike and I suspect that would be a fairly considerable knock.

And in Alderbank's link it states they are offering a partial refund for the inconvenience.

I expect that it is a custom battery pack so an engineering / redesign solution is needed and that takes time, it is not like you can pick a replacement up off the shelf.

binner

I have spoken to canyon, there is a blanket update coming in mid January.  The end of Feb date was an estimate from Canyon customer service .  The partial refund is not on top of a full or depreciated refund it would be deducted from the any other refunds.  Each request for a full refund is being dealt with on a case by case basis at the moment.  @molerat I think you are right there are reports from other people on the internet that the full refund is an offer that takes into account depreciation.  I should hear back on my request on mid jan. It will be a hit but I have lost confidence in Canyon so I will take what ever money they offer and get another bike.  This experience has been less than satisfactory.    I cannot see them being able to redesign, test and manufacture enough batteries to get me riding again  any time soon.  There has been some speculation they will discontinue the bike and offer a full (including depreciation) offer.  If it follows the same pattern as the partial refund the cash offer will be an alternative to a larger discount on another Canyon bike.  

As to the dates I have mentioned Canyon have missed every date they have stated in any comms so I do not expect this to be resolved this month or even by March.

There is a formal notice of the recall from the Trading Standards which states the battery doesn't meet product safety standards.  I cannot include it yet as I am too new to the forum and cannot post links.

binner

I think that from a CRA perspective at what point does the time to fix become unreasonable

binner

Here is the risk description from the Office for Product and Safety standards PSD : 2411-0074

"The product presents a risk of fire as it has been identified that the battery may have damaged housing. The cracks or gaps in the battery housing may allow water ingress, leading to it short circuiting and causing a fire. The product does not meet the requirements of the General Product Safety Regulations 2005."

It is specific to the battery, however the battery is an essential component of the bike. Due to the way it is designed the bike cannot be ridden without the battery.