FSA will not warranty this problem but will offer their 30% off "crash replacement". Even though the bike was never crashed. Problem is they can't offer a product that will to solve this issue. They claim they cannot warranty a product that is being used in a way that it was not intended to be used, in other words, backpedaling. It's not designed to do that.
This is footage of a customer’s new Canyon Neuron AL. Not just a standard rumble, clacking from the get go and especially noticeable on the backpedal. It seems to be cause by the champfered shape of the chain’s inner plate (make links) clicking into the FSA teeth.
The online correspondence with tech Vincent is below:
Chat started at 12:52 PM
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Neuron Al chain compatibility issue with FSA Comet Megatooth chainring.
12:54 PM
I’m sorry I don’t understand. I can only respond to a limited number of options right now.
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Chat started with Vincent
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Hello, how can I help you?
Vincent
12:54 PM
Hi, Vincent, I'm hoping to find out if the Neuron AL that my customer bought has any history of chain incompatibility. Her bike came with a Shimano 12speed hyperglide+ chain, and the crankset is an FSA Comet with a Megatooth 30t chainring (12SH). It's only got 100 miles on it, has been cleaned and relubed after each ride, but backpedaling has always been a bad rumble. When I inspect it closely it looks like the chain does not easily lock onto the tooth profile of the chainring.
12:57 PM
I see that other iterations of the Neuron came with a different crank, and if possibly, FSAs chainrings have been a problem. I can't replace it with anything other than an FSA chainring, or a new crankset altogether. So I'm thinking this might be a warranty issue if it was spec'd incorrectly from the get go.
12:59 PM
The Neuron AL has no history with incompatible chains. Must be 12 speed but not Srams single sided chain. Backpedaling should create rumble. These longer derailleur pulleys cause this. We do have a disclaimer at the bottom of our bikes. "Production Variations We strive for complete accuracy with our technical specifications. However, specifications are subject to change without notice. Variation between posted information and actual specification does not warrant any changes, modifications, or exchanges to any products affected by a variation. If we may provide further details, please contact our Canyon USA Service Team."
1:03 PM
This pertains to the bike coming with FSA.
Do you feel like the bike is out of tune?
1:04 PM
No the bike is perfectly in tune.
1:05 PM
V
Also, with the cassettes these days with a wider ranger the spacing is a lot larger, backpedaling would cause issue.
Vincent
You mind if I quote you on that: "Backpedaling should create rumble. These longer derailleur pulleys cause this" ?
Correct.
1:07 PM
The way the chain spins backwards is not how SHIMANO and SRAM design it. There is no tension the way it rotates backwards.
1:08 PM
V
When mechanics tune a bike, they do not pedal the bike backwards to tune.
Vincent
1:09 PM
Can I ask what country you're texting from?
1:12 PM
USA
V
Carlsbad California.
Vincent
1:12 PM
Are you a mechanic? If not please connect me to someone who is.
1:15 PM
V
Was a mechanic for ten years before working for Canyon in southern California. There are no "mechanics" on tend, we are all now Lifetime Support agents. But give us call! (833) 226-9661 MON-FRI 6AM – 6PM PST
V
on this end*
