Poor customer relations

[gseely]

Don't get me wrong. I love my Spyder, but over a month ago, I contacted BRP through their website, identifying myself as a current customer. I asked the following simple question: "Are there any significant differences between the 2009 SE5 and the 2010 RS? If so, what are they?"

I didn't receive a reply until today. Here it is:

"Thank you for contacting BRP.
In response to your request, we would kindly invite you to contact your authorized BRP dealership for all technical & parts questions. They will be the best ones to help you with your request.
To find a dealership in your area, please visit our website at:http://corp.brp.com/en-CA/Sales.Network/Index.htm
Sincerely,
BRP Team"

Well, the fact of the matter is that it's a very long drive to the closest BRP dealer, and this is the type of information they should have had at their fingertips. Maybe it's just me, but I dislike being ignored for a month, and then blown off with a boilerplate reply that didn't even attempt to answer my question.

[Lamonster]

Let help with your question- NO, they are pretty much the same other than color.

[fastfraser]

I know BRP doesn't have the best customer service going for itself but when was the last time someone E-Mailed GM to come pair models?? I'm sure their reply would have been the same, although quicker.

[gseely]

Let help with your question- NO, they are pretty much the same other than color.

That's all I wanted to know. Thanks!

Guess I shoulda come here in the first place...

[woodz428]

I think customer service has virtually disappeared within the last decade. I build Hot Rods and Custom cars for a living, 13 years in business for myself. I deal with hundreds of companies and it seems that less than 25% have ANY customer service...at all. That includes such noble brands as Snap-On tools(I own $80,000 of tools and equipment, probably 75% S-O) who I have contacted several times a year for the last 6 years to just get a rep to stop by occasionally for tool replacement. They are worthless. I can't even get a dealer here once a year, or once every 6 years for that matter. I have to go through another shop that is visited, go the 20 miles from my shop to that one, leave the tool and then return once it's replaced. That's what I paid all this cash for?? Their service has been going down every year and is getting worse. I have purchased my last S-O tool and recommend others avoid them.
I have had 2 body suppliers take money and seem to evaporate, at least until I leverage them with a visit from their local constables, both have gone under, although I got what I paid for after a bunch of pushing/shoving. I am now going through that with an A/C supplier that took my money in early December and promised it within a month( I had a vehicle that was due to leave). After a month and a half I called and the owner said " They were built and shipping fell down, I will spend $1000 if I have to, to get it to you overnight ". That was over a month ago. When it didn't arrive I tried several times to again contact them and their voicemail was full, they didn't respond to e-mails or faxes. Tuesday I filed with my CC company and sent another fax stating what measures I was taking and gave them until tomorrow to make some signicant effort to return my $2000 or I would be posting on every Hot Rod forum I was on about their practices. I also am a Judge at the new products part of the Trade Show next month and mentioned that I would be glad to tell all the other shops how they operated. I did get 2 calls from the peon yesterday, but have not seen any "signicant" effort yet. Tomorrow morning I will do as I said and send them a fax to the links.
No defense of BRP, but many comapnies while they use e-mail are not that internet savvy yet and don't respond in as timely manner as expected. I think that is an issue with larger existing companies than newer ones.
I think that we will see a gradual drop in customer service in all areas until they realize that it is their Customer service that really keeps them in business. Those that grasp that will prosper and hopefully the others will go belly up.

[bone crusher]

Don't get me wrong. I love my Spyder, but over a month ago, I contacted BRP through their website, identifying myself as a current customer. I asked the following simple question: "Are there any significant differences between the 2009 SE5 and the 2010 RS? If so, what are they?"

I didn't receive a reply until today. Here it is:

"Thank you for contacting BRP.
In response to your request, we would kindly invite you to contact your authorized BRP dealership for all technical & parts questions. They will be the best ones to help you with your request.
To find a dealership in your area, please visit our website at:http://corp.brp.com/en-CA/Sales.Network/Index.htm
Sincerely,
BRP Team"

Well, the fact of the matter is that it's a very long drive to the closest BRP dealer, and this is the type of information they should have had at their fingertips. Maybe it's just me, but I dislike being ignored for a month, and then blown off with a boilerplate reply that didn't even attempt to answer my question.

Actually, you didn't get a response because it's a pretty dumb question...just kiddin'...

They want to lure you into a dealership to have you ride and buy one...plus, the simpletons answering your emails probably don't have any of the technical information to assist you...

[Amanda B]

Don't get me wrong. I love my Spyder, but over a month ago, I contacted BRP through their website, identifying myself as a current customer. I asked the following simple question: "Are there any significant differences between the 2009 SE5 and the 2010 RS? If so, what are they?"

I didn't receive a reply until today. Here it is:

"Thank you for contacting BRP.
In response to your request, we would kindly invite you to contact your authorized BRP dealership for all technical & parts questions. They will be the best ones to help you with your request.
To find a dealership in your area, please visit our website at:http://corp.brp.com/en-CA/Sales.Network/Index.htm
Sincerely,
BRP Team"

Well, the fact of the matter is that it's a very long drive to the closest BRP dealer, and this is the type of information they should have had at their fingertips. Maybe it's just me, but I dislike being ignored for a month, and then blown off with a boilerplate reply that didn't even attempt to answer my question.

I get the same response and I own a Spyder. I can't get on their Website similar to this one, though I had a card sent to me so I could. My name is spelled wrong on the card so I asked about that, still nothing from them. Others ride their spyder and earn pins for miles, I can't because I can't even get on the website. I asked about replacing a part that broke, still no response. I get the canned response if I get any response at all from them. That is the same way BRP was when I had my Jet ski. If you like the bike, get it but be aware they are rather unresponsive even after you get one. Maybe phone calls work better.

[SpyderWolf]

What email address are you all sending your questions to?

I have not sent any yet, but I know Sarge has posted contact information for BRP containing phone numbers and an email address several times on here. Not sure if those are the same ones you are using or not, but if not perhaps the result would be different.

[Amanda B]

SpyderTeam@brp.com

[SpyderWolf]

SpyderTeam@brp.com

Oh, that is the same address we sent the email message to on February 4th to register for the Daytona Owners Event. While a few people have posted they received confirmation emails, we have not received anything yet. I am hoping we get a confirmation soon, as this is the only reason my wife is willing to ryde her Spyder to Daytona with me.

[Big Arm]

SpyderTeam@brp.com

I sent a simple question to this address 5 wks. ago, and again 2 wks. ago
and still have not had a response from them.
So I'll ask it here......
What does the new RT-622 trailer weigh ??? and how much weight can it carry ??? thanks in advance.

[Lamonster]

I sent a simple question to this address 5 wks. ago, and again 2 wks. ago
and still have not had a response from them.
So I'll ask it here......
What does the new RT-622 trailer weigh ??? and how much weight can it carry ??? thanks in advance.

It weighs 250lbs and it is rated to carry 150lbs. GVWR 400lbs

[Big Arm]

Thanks Lamont
See....an answer in 20 mins. I knew I should of came here first.

[Firefly]

I get the same response and I own a Spyder. I can't get on their Website similar to this one, though I had a card sent to me so I could. My name is spelled wrong on the card so I asked about that, still nothing from them. Others ride their spyder and earn pins for miles, I can't because I can't even get on the website. I asked about replacing a part that broke, still no response. I get the canned response if I get any response at all from them. That is the same way BRP was when I had my Jet ski. If you like the bike, get it but be aware they are rather unresponsive even after you get one. Maybe phone calls work better.

BRP doesn't really have a site 'like this'. Theirs is not a user-forum--- they're leaving that up to places like this---which is pretty typical.

Specific questions about broken parts, service, etc. should be directed to your dealer.... or if you want a quick, accurate answer--- you've already found the right place...

[aubierules]

It weighs 250lbs and it is rated to carry 150lbs. GVWR 400lbs

maybe u need to add to ur list of accomplishments and call urself brp customer service representative...we get waaay more info from u

[SpyderWolf]

I just received my confirmation for the Owner's Event a little while ago, so I am good to go now.

Of course, I wasn't asking any technical questions in my email message either.