steelheadmike
WKR
TL/DR version:
Canyon sent me a piss-poor cooler and gave me piss-poor service.
Long version:
I really wanted to own a Canyon Cooler. I ordered one through Amazon when they went on sale for BF (I had a bunch of credit after I returned a Yeti Hopper I got for my b-day). When I opened up the package something didn't look right. The lid appeared to be warped, the front sealing lip was not straight (making a good seal difficult), and the lid was off center about a 1/4". The fit and finish was definitely subpar. Needless to say, I'm not impressed with the quality of the cooler that has a $350 price tag.
I call them and shortly after email pictures of the defects hoping to make a warranty claim (as instructed by the manual). I never hear another word from them. In the meantime, I'm getting nervous that I'm going to be stuck with a crappy $350 cooler. I begin a return with amazon in order to see what the return shipping would be if I have to eat the cost (probably $50-75). I cancel the return when the info was unavailable. I email Canyon 3 days later and get this:
"It is not the normal fit or finish of our product but once the return is requested, your intentions are in black and white. We didn’t get a chance to help before the return was requested. Our products have a high level of fit and finish equal to or better than our competitors and our warranty is better than anyone in the business. We never got a chance to make it right with you before you requested the return. Please follow amazons rules and communicate with us through the amazon marketplace."
What intentions??
Canyon decided to have me return the cooler to them through Amazon rather than deal with my cooler as a warranty issue. The first page on the manual says "Do not return cooler. Contact Canyon for warranty issues". Even Amazon said the return authorization (that I cancelled) was in their hands. They could have dealt with my cooler as a warranty issue, got me a new cooler, and this post would be raving about how freaking great Canyon Coolers are. I'll be rocking a Yeti or Engel this year.
Canyon sent me a piss-poor cooler and gave me piss-poor service.
Long version:
I really wanted to own a Canyon Cooler. I ordered one through Amazon when they went on sale for BF (I had a bunch of credit after I returned a Yeti Hopper I got for my b-day). When I opened up the package something didn't look right. The lid appeared to be warped, the front sealing lip was not straight (making a good seal difficult), and the lid was off center about a 1/4". The fit and finish was definitely subpar. Needless to say, I'm not impressed with the quality of the cooler that has a $350 price tag.
I call them and shortly after email pictures of the defects hoping to make a warranty claim (as instructed by the manual). I never hear another word from them. In the meantime, I'm getting nervous that I'm going to be stuck with a crappy $350 cooler. I begin a return with amazon in order to see what the return shipping would be if I have to eat the cost (probably $50-75). I cancel the return when the info was unavailable. I email Canyon 3 days later and get this:
"It is not the normal fit or finish of our product but once the return is requested, your intentions are in black and white. We didn’t get a chance to help before the return was requested. Our products have a high level of fit and finish equal to or better than our competitors and our warranty is better than anyone in the business. We never got a chance to make it right with you before you requested the return. Please follow amazons rules and communicate with us through the amazon marketplace."
What intentions??
Canyon decided to have me return the cooler to them through Amazon rather than deal with my cooler as a warranty issue. The first page on the manual says "Do not return cooler. Contact Canyon for warranty issues". Even Amazon said the return authorization (that I cancelled) was in their hands. They could have dealt with my cooler as a warranty issue, got me a new cooler, and this post would be raving about how freaking great Canyon Coolers are. I'll be rocking a Yeti or Engel this year.