BRP Tech/Customer support? NOT!

[spyder30517]

Just wanted to get some opinions from fellow Spyder Lovers
Currently my Spyder has been in the shop for 3 weeks now with a DPS issue.I have spoken with Carlos about this so BRP is aware of the issue I am experiencing.
From what the dealer is telling me that they cant find any problem with DPS unit - Of course it has no steering assist but that unless they are getting fault codes from the BUDS then the DPS must still be OK -
Even though I had the service manager try to turn mine and compare it to a NEW SM5 they said they couldnt/wouldnt replace DPS without the BUDS or BRP telling them to do so.
Since Carlos is on vacation until July 6th, myself AND the dealer have repeatedly tried to contact BRPs tech service - I have called 6 times a day for last 8 days tech support has been open.
Always get the same message that NOBODY is available to take my call.
BRP has yet to call the dealer back to discuss the issue with my Spyder or from what I am told by the dealer, authorize the DPS replacement.
And on top of that dealer tells me that the DPS units are on backorder!
And they cant tell me when they can get one.
Im thinking I am going to just pull Spyder out of shop, keep riding it and order a DPS myself ($869.00) and once DPS arrives take it back in for the replacement under warranty and get my money refunded for DPS.( have to check that out w/dealer first).
From what I have read on here alot of Spyders have been sitting in a shop somewhere waiting entirely too long for DPS units and other parts. Come on BRP - get your suppliers and your tech support in gear! If any dealers are on here reading this PM me and let me know if you have a DPS sitting on your shelf

Sorry for venting but has anyone else had this same issue of trying to get in touch with tech support/back-ordered parts?
How was it resolved?

[Frig]

I went in for 6,000 mi service (waited there 8 hours for it) then they told me they had to order parts. I went back 2 weeks later. Now they have had it for 2 weeks and they're still waiting for a part that they screwed up on the first attempt. I'm sure it will be in for at least 3 weeks. I'm beginning to HATE Extreme Machines and BRP. It's summer! We should all be out ryding. I started to look at some Hondas and am thinking about selling the "headache" Spyder. If I wanted aggravation, I could just stay at work.

[mxz600]

The DPS can be bad and not throw any codes. My dealer said the same thing, no codes, DPS is OK. I emailed Carlo and he called me the next day. He contacted my dealer and they replaced it.
Side note: when I took my Spyder in for replacement of DPS, when dealer ordered it they said it was backordered. I went and picked up my Spyder and rode it for the 2 or 3 weeks it took to get it in. When the DPS arrived to the dealer I took the Spyder up there, they replaced it and I could have had it back the same day. I picked it up 2 days later.

[spyder30517]

I wonder if they will order it under warranty? Kinda seems a high risk for them if it turns out its not the DPS even though I know it is - just the techs dont seem to use their common sense to compare mine to another one and actually FEEL the DPS not working LOL - I just dont want Spyder sitting for 1-6 more weeks in a shop - kinda need it for my transportation back and forth to work.
Ill keep this updated - heading up to dealer in a little while

[bone crusher]

I wonder if they will order it under warranty? Kinda seems a high risk for them if it turns out its not the DPS even though I know it is - just the techs dont seem to use their common sense to compare mine to another one and actually FEEL the DPS not working LOL - I just dont want Spyder sitting for 1-6 more weeks in a shop - kinda need it for my transportation back and forth to work.
Ill keep this updated - heading up to dealer in a little while

Is your dealership a platinum dealer? My dealership sends its main tech to weekend BRP classes every several months...he has a great grasp on the workings of the bike. I have them do my maintenance and they also do installs of aftermarket stuff for me...your relationship with your dealership is what will determine how quickly things get done, and how well they are done. If your dealer doesn't go to bat for you, then that really stinks! Find a platinum dealership if you can...their standards are much higher...

[qasamm]

Is your dealership a platinum dealer? My dealership sends its main tech to weekend BRP classes every several months...he has a great grasp on the workings of the bike.

Who do you work with? I have yet to need service and would love a referral to a good Spyder shop in the area.

[murphybrown]

Wow I read about the lack of response from BRP customer service. This has not been my experience. I feel that if I get a response in 4 business days that they are excelling at customer service. I have had 2 issues, all around recall parts being back ordered or said shipped and not..etc. Both times that I have left messages at 1-888-864-2006 or 1-888-864-2002 I have gotten a return call with updated information within 3 business days. Also, the person calling had checked on my concerns (actually calling the dealer directly), took ownership/accountability that indeed BRP had neglected to send some of the parts needed to fix recall;gave the new ship date and gave me a timeline to call my dealer and verify receipt. AND if this did not occur I was to call back to BRP...so this Thurs. will be the check w/dealer day to see if balance of parts have arrived. Meantime, I am ryding the heck out of my Spyder...not going to waste these glorious days...
I don't do anything magical when I call..just state my name, vin# of my spyder, issues (in a clear & concise manner) and end with HELP and here is my contact phone numbers (said clearly & slowly and repeated). I encourage you to persist and insist and maybe you will be able to change your opinion of BRP customer service.

[COOLMACHINE]

Hey Spyder30517. We all have to vent every now and then. So sorry to hear of the wait involved..... Been there and experienced it myself. I'm sorry I have no answers for you but feel your pain. Jerry

[bone crusher]

Who do you work with? I have yet to need service and would love a referral to a good Spyder shop in the area.

I drive out to Talbot Powersports...in Easton...over the Bay Bridge...nice ride, about 70 miles...worth it...they are a platinum service dealer..family owned...really nice and fair. They don't give their services away, but they do things very well! Call and talk with Heather for service (she is the daughter of the owner)...if anyone wants to get a Spyder, send them to Lisa...she rocks! You can tell them I sent you...I have thrown a lot of business their way...

[Eraser]

Mine is also in for the DPS.I have been in touch with Carlos and BRP have opened a "file" on it.All updates were done and there is still a problem.My dealer says no-go for this week(I brought it in last Sat.).We are having a short week,it's Canada Day on Thurs.I hope they have it resolved by next week,my "Chrome" things are starting to show up in the mail and I would like to get back to enjoying my bike.Guess I'll go fishing this week-end,that's not so bad!!

[canam9]

Wow I read about the lack of response from BRP customer service. This has not been my experience. I feel that if I get a response in 4 business days that they are excelling at customer service. I have had 2 issues, all around recall parts being back ordered or said shipped and not..etc. Both times that I have left messages at 1-888-864-2006 or 1-888-864-2002 I have gotten a return call with updated information within 3 business days. Also, the person calling had checked on my concerns (actually calling the dealer directly), took ownership/accountability that indeed BRP had neglected to send some of the parts needed to fix recall;gave the new ship date and gave me a timeline to call my dealer and verify receipt. AND if this did not occur I was to call back to BRP...so this Thurs. will be the check w/dealer day to see if balance of parts have arrived. Meantime, I am ryding the heck out of my Spyder...not going to waste these glorious days...
I don't do anything magical when I call..just state my name, vin# of my spyder, issues (in a clear & concise manner) and end with HELP and here is my contact phone numbers (said clearly & slowly and repeated). I encourage you to persist and insist and maybe you will be able to change your opinion of BRP customer service.

Thanks for the info.

[spyder30517]

Well I FINALLY got through to someone at BRP Tech support at 9:31 am this morning.
I must say she was very helpful.
From what she explained to me that my DPS unit was to be replaced. What she couldnt tell me was when a new unit would ship.
This was contrary to what my dealer had told me just yesterday - they said they were still waiting on approval from BRP.
Anyway I did go and retrieve my Spyder from the shop and inquired as to when they thought a DPS unit would be arriving. Doesn't seem like anyone- BRP or Dealer can answer that one so Ill be out riding around without DPS assistance until it does show up. I have been riding without DPS for 3 months now and 3 trips to Spyder dealers telling me DPS was OK according to BUDS

Anyway all good to ride until part shows up.

I cant even imagine if this was a car and customers were told parts are back ordered and nobody knows when they will arrive - they wouldnt sell many if any cars doing business that way.
Maybe its time for BRP to start looking for other vendors who can keep up with the demand? Or require dealers to keep some of the warranty parts in stock - especially something like this that they know is having issues

Guess I am done with my venting - still LOVE my Spydie!

[Fire Joe]

Well I FINALLY got through to someone at BRP Tech support at 9:31 am this morning.
I must say she was very helpful.
From what she explained to me that my DPS unit was to be replaced. What she couldnt tell me was when a new unit would ship.
This was contrary to what my dealer had told me just yesterday - they said they were still waiting on approval from BRP.
Anyway I did go and retrieve my Spyder from the shop and inquired as to when they thought a DPS unit would be arriving. Doesn't seem like anyone- BRP or Dealer can answer that one so Ill be out riding around without DPS assistance until it does show up. I have been riding without DPS for 3 months now and 3 trips to Spyder dealers telling me DPS was OK according to BUDS

Anyway all good to ride until part shows up.

I cant even imagine if this was a car and customers were told parts are back ordered and nobody knows when they will arrive - they wouldnt sell many if any cars doing business that way.
Maybe its time for BRP to start looking for other vendors who can keep up with the demand? Or require dealers to keep some of the warranty parts in stock - especially something like this that they know is having issues

Guess I am done with my venting - still LOVE my Spydie!

Just wanted to pass along some info my dealership told me since I have noticed a few others post recently they too are riding around while waiting for a new DPS unit, actually so am I.

In any case, they pulled the fuse for my DPS before sending me home with my Spyder. They said it is not uncommon for a DPS unit to all of a sudden start working again and that I wouldn't want that to happen while riding hard, specialy if it happens going around a big bend or tight curves. I am very mechanically challenged so I took their word for it. Figured it can't hurt anything since my DPS isn't working anyway. Better to be safe than sorry and I thought it was very good of them to do that, shows they really care about their customers.

[spyder30517]

Wow I read about the lack of response from BRP customer service. This has not been my experience. I feel that if I get a response in 4 business days that they are excelling at customer service. I have had 2 issues, all around recall parts being back ordered or said shipped and not..etc. Both times that I have left messages at 1-888-864-2006 or 1-888-864-2002 I have gotten a return call with updated information within 3 business days. Also, the person calling had checked on my concerns (actually calling the dealer directly), took ownership/accountability that indeed BRP had neglected to send some of the parts needed to fix recall;gave the new ship date and gave me a timeline to call my dealer and verify receipt. AND if this did not occur I was to call back to BRP...so this Thurs. will be the check w/dealer day to see if balance of parts have arrived. Meantime, I am ryding the heck out of my Spyder...not going to waste these glorious days...
I don't do anything magical when I call..just state my name, vin# of my spyder, issues (in a clear & concise manner) and end with HELP and here is my contact phone numbers (said clearly & slowly and repeated). I encourage you to persist and insist and maybe you will be able to change your opinion of BRP customer service.

Yes customer service was good - no problems there - it was just the number of calls I had to make to finally get somebody on the line. I would think they would at least set up a voice mailbox so customers could leave a message instead of calling and hearing " Due to heavy call volume,no customer service reps are available to take your call" and then it hangs up

Anyway seems the DPS replacement process has been started so now its a hurry up and wait for the part to arrive at dealer

BTW Carlo got back to me within 2-3 hours after sending him an email about the DPS issue - THANKS CARLO!

[jabba11]

I went in for 6,000 mi service (waited there 8 hours for it) then they told me they had to order parts. I went back 2 weeks later. Now they have had it for 2 weeks and they're still waiting for a part that they screwed up on the first attempt. I'm sure it will be in for at least 3 weeks. I'm beginning to HATE Extreme Machines and BRP. It's summer! We should all be out ryding. I started to look at some Hondas and am thinking about selling the "headache" Spyder. If I wanted aggravation, I could just stay at work.

what "part" is it??

[jabba11]

Is your dealership a platinum dealer? My dealership sends its main tech to weekend BRP classes every several months...he has a great grasp on the workings of the bike. I have them do my maintenance and they also do installs of aftermarket stuff for me...your relationship with your dealership is what will determine how quickly things get done, and how well they are done. If your dealer doesn't go to bat for you, then that really stinks! Find a platinum dealership if you can...their standards are much higher...

whiel I agree that having a good realtionship with a dealer can affect the work they do on you spyder what I disagree with is that it dictates how quickly and well they are done. So I am to expect crappy service if I just walk in off the street and want a 6000 mile service or warranty work done because I dont spend a lot of time with them or smile and hug them all?? dont get me wrong on my harleys I had a great realtionship with my dealer and was allowed in the shop to watch and even help with maintenece on my bikes etc. Those days are gone now mostly becaseu of insurance issues... sadly.

[Highpsi]

Well I FINALLY got through to someone at BRP Tech support at 9:31 am this morning.
I must say she was very helpful.

For the record, you were not speaking to tech support. The fact you reference a "she" is proof.

BRP has no female tech support reps.

Futhermore, they seldom ever put customers in direct contact with tech. support.


Good luck with your issue - I hope the dealer will get something worked out for you soon!

[spyder30517]

For the record, you were not speaking to tech support. The fact you reference a "she" is proof.

BRP has no female tech support reps.

Futhermore, they seldom ever put customers in direct contact with tech. support.


Good luck with your issue - I hope the dealer will get something worked out for you soon!

DPS motor is on order (back ordered) so its just a hurry up and wait thing now so hopefully something will happen before the end of July
Meanwhile I still get to enjoy Spydie ridng around Florida

[Longlegs]

The DPS can be bad and not throw any codes. My dealer said the same thing, no codes, DPS is OK. I emailed Carlo and he called me the next day. He contacted my dealer and they replaced it.
Side note: when I took my Spyder in for replacement of DPS, when dealer ordered it they said it was backordered. I went and picked up my Spyder and rode it for the 2 or 3 weeks it took to get it in. When the DPS arrived to the dealer I took the Spyder up there, they replaced it and I could have had it back the same day. I picked it up 2 days later.

I started having steering issues again in Chicago. Not the steering lockup like I had last fall but it was like the power steering would pulse in and out while turning. The tech there checked my bike out and said he would call my dealer when he got back. He followed up on Tuesday and they determined I needed a DPS. I did not get a new DPS last fall when I had the steering lockup, just the computer update.
I am riding mine til the DPS comes in.