BRP customer service?

[woods]

Or,lack there of!Waiting 2 weeks for parts to fix the downshift problem on my new 18 RT and still nothing!Ridiculous!The only good thing is it gets a lot of laughs from people I ride with who ride anything else!Is this typical or is the issue so widespread they ran out?

[ARtraveler]

Or,lack there of!Waiting 2 weeks for parts to fix the downshift problem on my new 18 RT and still nothing!Ridiculous!The only good thing is it gets a lot of laughs from people I ride with who ride anything else!Is this typical or is the issue so widespread they ran out?

There have been several reports of the condition you report. They probably re-stocked the warehouse with the usual 10 or so.

My dealer was supposed to order a shift actuator for my 2014. We will see if it gets here before the first snow.

UPDATE: the dealer got my shift actuator parts. Bringing it in on Friday 10/5. Will see how much when its over. Warranty gone--so its all on me.

[almosthere]

My bike has been at the dealer for 3 and a half weeks. they have replaced ECM and other computer modules and now planning to replace the entire wire harness to try to fix problem that started with not being able to down shift out of 6th gear.

[canamjhb]

I have had 3 different BRP products in the last 10 years (Outlander, Commander, & Spyder) and I guess I'm a slow learner. The BRP "service" network sucks. Dealers typically do not stock ANY parts. Technicians are woefully trained. And BRP continues to build products that need special tools and special computer needs to repair and service.
My local independent motorcycle shop, that I have used and trusted for many years, won't touch a Spyder.....

[jlc41]

Just had my paddle shifter replaced on a 2018 F3L wouldn't shift. BRP is aware of the problem.

Good luck folks.

Joe

[Chupaca]

Other oem parts suppliers seem to be better stocked and make one wonder if they are buying up the stocks. ? I know it doesn't help and dealers can not order from them but I know I have been able to get parts that were on backorder from dealers. I use mostly cheapcycleparts.com and they used to be cheaper as well.
I know they have unit and we used to sacrifice the occational one to get parts for customers and repalce them when the parts finally arrived. Bummer hope they get what they need to help you all out....

[woods]

Get the feeling that after the check clears it's "bye now,next!" Haven't had a lot of this kind of trouble with my skidoo's.

[PaladinLV]

You are "assuming" that 1. dealer informed BRP immediately of the problem. 2. That BRP immediately ok'd the warranty work. 3. That dealer immediately ordered the repair part.

My dealer said he "always" receives parts within 2 - 5 days.
I guess it was just a fluke that it took 3 weeks to receive the part I needed! LOL
My point let's not jump on BRP. Though they are "partially" at fault, we never have all the facts with these "Parts" issues.
Let's face it, the dealer is always going to pass along the blame.

AJ

Or,lack there of!Waiting 2 weeks for parts to fix the downshift problem on my new 18 RT and still nothing!Ridiculous!The only good thing is it gets a lot of laughs from people I ride with who ride anything else!Is this typical or is the issue so widespread they ran out?

[bluewoo]

My 18 RTL is @ the dealer now for a new DPS unit - they all shouted " we can make an order now" since they have to be at a $150 min for free shipping!

Find out if they get one in this week, but my luck, probably not.

If you ever have the DPS die while going into a turn demand that it gets replaced immediately and not wait for it to happen again as BRP wants it too.
Code P1F00 - calibration failure - I crossed the yellow line onto incoming traffic when the DPS turned off, was very lucky no cars were coming!

Filed an incident report with BRP seven days ago and has been quiet ever since........................

[Big F]

Or,lack there of!Waiting 2 weeks for parts to fix the downshift problem on my new 18 RT and still nothing!Ridiculous!The only good thing is it gets a lot of laughs from people I ride with who ride anything else!Is this typical or is the issue so widespread they ran out?

My dealer has mine on order for weeks also. BRP told him there is a huge backlog of orders????????????
BIG F

[IdahoMtnSpyder]

My dealer has mine on order for weeks also. BRP told him there is a huge backlog of orders????????????
BIG F

You know, it's possible the reason for the delay is BRP found out they need to re-engineer the switch assembly and are not sending out replacements until they have a new one ready. They just haven't said so. That's kind of what they did in 2014 with the RT CB radio issue. With the new cluster and BRP Connect system the communication protocol for the CANbus and shifting may be altogether different now. The CANbus processor in the left switch is different from years past. Keep in mind the Spyder is an assembly of interconnected computers. When one is screwed up, they all can be screwed up. The left switch is its own little special limited purpose computer!

[woods]

Glad bugs are getting worked out under warranty.If they have to redo the switch assembly won't that mean a recall?If they have a basic defect then it's only a matter of time/mileage before they all fail.Seem's like the majority of the forum community have solid,dependable units and hoping mine will be too.I understand that some vehicles off the assembly line will have problems and accept that but extended wait's for parts from factory are a different story!

[Red RT-S]

Just to be fair to BRP I'll relate my story of their customer service. About noon on a Friday I pulled into a dealership in western NY. (I live in VT and was nearing the end of a 2-week road trip) The problem was that my 2012 RTS did not shift properly. While I went to lunch, the dealer dug in to it and decided the ECU needed to be reflashed. During the reflash process the ECU "froze". The dealer said that this could not be rectified by trying again and the ECU needed to be replaced. By now it was after 1 PM. The dealer said the deadline to order parts for overnight shipment was 11 AM, but they would try. If the part wasn't overnighted it would likely mean the repair would not be done until the following Tuesday because the dealership is closed on Mondays. BRP came through and the part was received early the next morning and the repair was completed by 11 AM. I don't know how delivery of the new ECU was accomplished. The BRP parts warehouse is in St. Jean-sur-Richeleau, about 300 miles from the dealership. That is a little far for BRP to have sent someone to hand carry it, although it would have been possible if expense was not an issue. Maybe they just went out of their way to get the part to the carrier before the truck left. I call that good customer service, and it saved me from sitting in a motel for three days.

[opiewhan]

I have had 3 different BRP products in the last 10 years (Outlander, Commander, & Spyder) and I guess I'm a slow learner. The BRP "service" network sucks. Dealers typically do not stock ANY parts. Technicians are woefully trained. And BRP continues to build products that need special tools and special computer needs to repair and service.
My local independent motorcycle shop, that I have used and trusted for many years, won't touch a Spyder.....

Share your comment about BRP service, they really do suck..

[woods]

I am glad others have had good factory service!It shows they are not a total fail! I can only speak about my experience and well,going on 3 weeks parts wait...

[Rick H.]

Or,lack there of!Waiting 2 weeks for parts to fix the downshift problem on my new 18 RT and still nothing!Ridiculous!The only good thing is it gets a lot of laughs from people I ride with who ride anything else!Is this typical or is the issue so widespread they ran out?

Have you ever owned a BMW or worse yet a Harley? When certain parts go south on a Beemer you can wait until you are old and gray before replacements make it in from Germany. H-D can be just as bad unless you have a current MY bike and if it's authorized they will pull a part from the assembly line in an emergency, but this is rare and only on current model year bikes. Otherwise, go get a couple of case of Snickers bars cuz you will need them before your Harley parts come in. BMW K1600's had a handlebar switch problem in which the switches wouldn't work if they got wet. They knew it was a problem yet they never issued a recall. They only replaced switches as they went bad and of course switches were backordered for weeks when the rush was on. All manufacturers have issues like this.


Rick H.

[woods]

Been on harley for 30+yrs,never waited over a week for anything except a painted tour pak,that was 2wks.On the other hand,I never found a v-rod dealer mechanic that was better than me,and that ain't sayin much!lol!

[WisconsinDavid]

BRP service for Spyders is the only thing that has made me gulp a bit. Previously I rode a Harley Ultra and their extensive dealer network made me feel comfortable striking off for just about anywhere. Last spring a group of friends rode out to MN,ND,MT,WY,SD,IA and home to WI. We were never too distant from a Harley dealership should a problem have developed. Looking for service availability for the Spyder across the same miles of that ride, dealerships would have been pretty few and far between. Any of you nervous of hitting limp mode (or worse) long from the friendly confines of a dealer's service department? My RS is a recent purchase, from a BRP employee, and only has 5k on the clock. What are your feelings/experiences with distance rides that take you a bit far afield from your homebase? ** If next June's weather isn't too severe to the north, we'll be on the road again running the top of Lake Superior, further east in Canada (where beer is way too expensive 'eh) and then back to the northshore of Lake Michigan and home. IMG_20180921_191550363.jpg

[Fatcycledaddy]

No worried in the least. We head out for two weeks at a time every year into some very remote places. Nothing for miles when you head out and around Lake Powell Utah, North Dakota, and not much around in many places in Canada either. After 4 riding seasons towing a trailer to all the states shown on my signature, I have yet had to visit a dealer because of a problem when on the road.
I would hate to have to plan my rides around where dealers are available, that means I would miss all of the byways out there.

[WisconsinDavid]

Good to hear the reliability across those miles has not made you think twice about it. I'll sleep better now!

[woods]

Comparing harley parts availability with spyder,I think,is unfair.The majority of HD dealers deal only in HD and as such are able to carry a large inventory of parts.Spyder dealers,at least the ones I've seen,sell multiple brands.There is a local shop that sells only BRP products but chooses not to deal in spyder's.Too bad for me as my dealings there with outboard and sleds has always been positive.

[woods]

2 1/2 weeks and bike is back.Shifts fine now but grip heaters no longer work.Checked fuses and all look good.Back to shop I guess.Anyone know which fuse exactly heaters are on on an 18?Couldn't hurt to double check!

[IdahoMtnSpyder]

2 1/2 weeks and bike is back.Shifts fine now but grip heaters no longer work.Checked fuses and all look good.Back to shop I guess.Anyone know which fuse exactly heaters are on on an 18?Couldn't hurt to double check!

If it's like the 2014 RT the grip heaters, front and rear, are on the load shedding relay, along with the fog lights and suspension compressor. Do any of the other items work, like the rear grip heaters? If so, then the fuse is good and most likely the shop guys missed connecting the front grip heaters harness together.

[woods]

Yes,rear heaters work.I kinda figure something didn't end up right with shift repair.Wish there were more dealers around,another 150mi round trip(or 2 !)isn't on the top 10 of things to do!Oh well,hopefully they will be able to expand in the future.

[Road-Kill]

My F3s blew another front sprocket 1.5 weeks ago and still waiting.
I feel your pain.

Or,lack there of!Waiting 2 weeks for parts to fix the downshift problem on my new 18 RT and still nothing!Ridiculous!The only good thing is it gets a lot of laughs from people I ride with who ride anything else!Is this typical or is the issue so widespread they ran out?