I mean, the photo isn’t taken before it broke so presumably it’s a result of the cage not being there any more… although if the chain fell off the jockey wheel that could also have broken the cage 
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Could have been some random road debris getting caught up in chain/RD pully, but I’ve only seen that happen on MTB’s where there are more twigs/rocks flying around (and it’s still very rare/unlucky even for MTB’s). I would suspect an assembly/setup error of some kind, just hard to tell where the force was based on the pic. There should be very little load on that part when things are operating normally, so something abnormal happened to cause the break. Could have even been damaged/cracked in shipping and was just barely hanging on. I would check chain length, but typically OEM’s size their chains too long rather than too short. I’ve seen chains incorrectly routed through jockey wheels (basically running on the cage support rather than entirely on the wheels, but that should have left some wear marks where it was rubbing. A close inspection should tell a story of where the force came from to break that section off.
On the scratch, just move on. Banged up bikes with scratches and wear have been scientifically proven to be faster… Garage queen bikes are notably slower. It sucks that it happened the way it did, but scratches and wear are inevitable if you use your bikes as intended. Getting the first scratch “out of the way” is one less thing to worry about going forward.
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I never thought so many ppl would respond on this topic, so thanks everyone for your feedback and opinion.
Canyon got in touch yesterday and have been excellent. They have apologized and offered me the option to return the bike for a full refund or send a replacement mech.
To be honest, I really wasn’t sure what to expect from them, however so far, their UK based customer service has been excellent and ahave taken ownership of the issue.
I’m now thinking returning might be the best option.
Thanks
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Full refund and buy the bike again.
New mech, no scratch, they still get their sale, everyone wins.
Except for a few days/week of inconvenience.
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Wow…that is surprising, but after another poster outlined UK warranty regs, I guess it makes sense.
Congrats….here in the US, you would be on your own most likely.
If a full bike replacement is an option, I’d certainly go that route. When you get it, have a shop give it a full once-over before your ride it.
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Canyon sent me a new frame no questions asked when mine cracked weeks inside its warranty period. They went out of their way to include a new headset etc. I couldn’t fault the service in the UK. I’m not a fan of the proprietary parts however and would think twice about buying another for that reason.
I had this happen to me, as did a friend of mine. We both replaced the cage, which is relatively cheap, but still a pain in the ass. I was really disappointed in Shimano. This happened during COVID with my SL6, and parts were hard to come by. Ultimately, I replaced the RD with an Ultegra RD, which works just a well and has an alloy cage. Still have the DA RD, though. If I ever sell the bike, I’ll put the DA back on, but I think an Ultegra RD is the better way to go.
I have a Specialized that had chain slap hit just outside of their clear tape. I used nail polish, and bought a Lizard Skin chain stay protector. It worked… In my case, it was total wear/tear, so I didn’t even try to warranty it. But those Lizard Skin wraps are really tough. Just take it off and clean under it every month or so of riding…
I have some of those in my bike, they came with the bike as I bought it secondhand. Very good protection and I had to remove one, no residual glue at all. My next new bike (if I buy a new one) will receive one of those kits - ride wrap, etc.
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Yeah, it’s Velcro that holds them on, but grit can get into any gaps, hence remove it every so often just in case…
This exact thing happened to my Aeroad CFR last April, on my 2nd ride!
Canyon weren’t particularly helpful at the time, asking me to send the bike back and re-order a new one, with a 2 month wait. I just bought & fitted the replacement cage myself, but the damage to the chainstay does irk me.
This is identical to mine. I’ve sent mine back. Thanks for sharing this.
I’m not sure if I’ll buy again through them, for a change they have plenty in stock, so I’ll see.
I’d call it a lucky escape and take the full refund personally…
I just wanted to write a small update on this story in case anyone ever finds themselves in a similar situation.
Although I was really disappointed at first with the Shimano cage failure and the thought of sending my brand-new shiny bike back to Germany was depressing. Canyon customer service (which takes a lot of criticism online) were outstanding.
The day the bike was received and signed for, by their team in Germany, I received a full refund into my account. There was zero messing around. This was very much appreciated, I never had to chase anyone. Some might say, this is expected and should be standard procedure, I agree, however its often not the case with many other online retailers.
At this point, I had then thought about buying a different bike altogether, I thought maybe go via a LBS or even extend my budget and really annoy my wife 
However I really was impressed with how Canyon dealt with the situation, furthermore the fact my expectation of their proposed poor service was totally flipped around, made me want to give them my business. Also, when you factor in I wanted an Aero bike that had a dura ace spec for less than >£9k, there ain many options 
Fast forward a few weeks, I have the new bike, its been raced and ridden >300 km thus far. I love it, its turns heads, its fast and the weather in the UK is just starting to pick up.
Life is good
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Glad you got a good resolution. FWIW my experience of Canyon support in the UK has also been outstanding. 8 years of ownership, I’ve had to contact them on 4 occasions (including cracked Shimano cranks before Shimano officially admitted there was a problem, and getting replacements for proprietary parts that had worn out), all handled quickly and satisfactorily. Realise experiences in other countries may vary, but wouldn’t hesitate to buy from them again here.
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I would agree with the comments on Canyon UK customer service. They genuinely seem to try and do the right thing.
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Canyon always been very helpful to me doesnt surprise me they offered a refund. Glad you got a good outcome.
I’d echo the comments about great Canyon service in the UK. Admittedly I am lucky to live very near their UK HQ in Chessington.
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It seems that the difference in costumer service from Canyon US and Canyon everywhere else is night and day.
From what I understand they’re basically different companies.
I’m glad that they solved it for you. In my case (US) I have already spent more than I initially “saved” vs other brands because I have to replace a few OEM parts and fix other things. That could’ve been easily avoided if they had decent CS.
However, I see a lot of positive experiences from people in Europe.
It seems the difference is in EU warranty regulations vs. a culture difference within the company.
But yeah, the US customer service is pretty bad for a lot of people.