a GREAT story...

[jcthorne]

20181002_172743.jpg

All too often we hear stories of troubles with bikes, troubles with dealer service or troubles dealing with bike companies. This is not that post. I want to tell about a GREAT experience.

On Sept 7th I had that day all bikers fear. No, not the accident thank goodness, the day the bike under them truly fails. I lost power driving my 2015 Spyder F3 down US290 returning home from an amazing 6200 mile bike trip, just 40 miles from home. By the time I could pull to the shoulder, there was a cacophony of mechanical clanks and thuds coming from the engine. The kind we all know spells the end of an engine. That was the bad news. Amazingly enough, everything, and I do mean everything dealing with this issue went right from that point on.

I called BRP Can-Am On-Road roadside service. They were helpful, concerned and got me a bike transport taking my bike to my dealer of choice. They called back several times while we waited and afterward to make sure we were ok. Bike was delivered to Team Mancuso Powersports North in as good a condition as possible.

The next morning I spoke with Kevin Craig, service manager at Team Mancuso. He was very accomodating and concerned. Over the next few days they got my bike in the shop and tore into it to determine what went wrong. Opened a case with BRP under my BEST warranty coverage. BRP asked for some additional tear down to verify what went wrong. Was determined that needle wearings on the oil pump drive shaft and gear had failed. Bike lost oil pressure and failure progressed.

BRP warranty approved the repair but there was no 2015 engine assemblies available. Kevin spent some time researching through BRP Parts and following superseded part numbers, then verifying what he found with BRP service. It was determined that a 2019 engine assembly that was available in parts warehouse would indeed work. BRP authorized purchase of the new 2019 engine and it was shipped to the dealer.

Yesterday I got a call from Team Mancuso that my bike was ready for pickup. I went there to do so, I have to say with some trepidation as to what I was going to find. The bike had been fully detailed and was looking brand new, top to bottom. Kevin spent time with me explaining how the repair process went.

Throughout this process Kevin kept me informed as to what was going on, invited me in to see specifics of what failed, up to date every step of the way. He truly understood my concern for the warranty process, concern for having a bike I could actually travel on with confidence. He was also instrumental in keeping BRP informed with correct information so the warranty claim could be reviewed and approved in a timely manner. His complete professionalism throughout this ordeal made a very bad situation far better.

I would also like to thank Steve, the ace BRP tech that actually did the wrench turning on my bike. Thanks for your attention to detail, and a job obviously well done.20181002_172743.jpg

[Saluda]

Good to hear.

[Sarge707]

I'm Happy for you!!! When the dealer Stands in your corner it can be All the difference in the world!!

[ThreeWheels]

This is great news.
Nice to read a story with a positive outcome.
Very nice indeed.

[frj322]

That's a great story! So glad it worked out for you!
I have to be honest, WAY too few people tell a tale like this. I spent 26 years as a master Chevrolet technician and now have moved on to the role of automotive instructor. In those 26 years I could count on 1 hand the amount of people who related the experience you just did. As a technician I "made it happen" countless times but never really heard from the customer. As humans we are all too ready to complain (it's just human nature) but we very seldom give the accolades to the people who deserve it for a job well done.
So happy you had a great experience and so happy you gave a shout out to all the people who helped you get it resolved. I guarantee you made their day!!!

[Firefly]

Awesome.. great to hear of BRP taking care of someone like this.

[Bob Denman]

It's good news: to hear some good news!

...And it's also a welcome change.

[ARtraveler]

It is GOOD to hear some GOOD news.

[Tenic]

It is GOOD to hear some GOOD news.

Well live in such a negative world. People are more likely to complain than to praise for a job well done. Thanks for posting such a positive story.

Rick

[jcthorne]

Glad folks enjoyed reading the post. I have been pretty critical of BRP on a number of items over the years but sometimes they really do try and get it right. I thought it only fair to post the good side too.

[PW2013STL]

I like this story, and wish more would post there positive outcomes!

[Tenic]

I like this story, and wish more would post there positive outcomes!

It's been my experience, and I've been on both ends, that businesses work harder to please their customers when they have a positive reputation to maintain.

Rick

[capt.jim]

Thanks for the uplifting story, it doesn't get much better than that.
Team Mancuso sounds like a competent and caring dealership.