BRP Customer Service

[MangoMike]

Sorry to beat a dead horse, but has anyone ever had a response from Customer Service?

I called this morning at 9:35 (they open at 9:30) and received the standard "due to call volume" response. I've also sent several email messages, non of which have ever been answered.

When you pay close to $30K for a bike I'd think that some customer service would be offered.

Is there some secret to getting answers from BRP?

Mike

[Fire Joe]

I have gotten replies back from Carlo and Nancy both regarding my issue. Not sure what your issue is related to but mine was for my Spyder catching on fire. Granted I didn't get same day responses, I did get them.

Hope it all works out for you as far as getting replies back and getting whatever issue you have resolved.

[MangoMike]

Thanks, I'm glad to hear that they did respond to you. This gives me some hope.

Mike

[bjt]

Once Carlo put our issues on his "radar", he was easy to get ahold of.

[canam9]

It was about ten day before I got a call back,maybe more. My mind is not what it once was.

[dabreitbach]

I usually don't reply unless I feel strongly about the topic and this one I do.

If BRP EVER wants to become a MAINSTREAM bike manufacturer they NEED to get this customer service problem SOLVED. I am not saying that you make one phone call & everything is hunky dory. You should be able to make ONE phone call durring normal buisness hours (at least) and talk to a live person who at LEAST can give you SOME answers on basic things.
( I am not even going into the parts back order nightmare.)

With all the advertising lately they are at a crossroads. Awareness is way up and if they can't get this straightened out they will blow this chance and will never become mainstream. They keep treating this like a recreational product. That is not going to work with the public that treats this like everyday transportation bike. Thats what they are advertising this as anyway. People want answers not voice mail bulls--t.

BRP please think about this. That is what we americans want and dare I say most customers around the world want.

Its time to step up to the plate and become MAINSTEAM!

[MangoMike]

Excellent points, especially about BRP becoming Mainstream. They need to corporately embrace their position, which may quickly evolve into the premier touring trike company in North America. They have developed an outstanding platform for this in the RT, and it will only get better as it is flushed out. Outstanding Customer Service, both from BRP and their dealers will go a long way to cementing their position at the top of this market.

But, if they don't soon step up and improve parts availability and customer service, this position may quickly fade away. Honda, Harley, Victory, and BMW and going to give up market share easily. But the Spyder is capable of taking a good share of this market.

Mike

[FANG]

Have had great customer service from Carlo. When my ECM went out last year. I posted on my problem on this Forum and I received a call about 3 days later and then again after the work was completed to see if everything was completed to my satisfaction.

BRP reads the forum. Lamonster has been the driving force behind this happening. Thanks Lamont

[aka1004]

i've dealt with carlo and nancy and carlo seemed genuinely interested in solving the problem but nancy was like a sleazy lawyer, the way she talked and was just looking for things to blame on, aka aftermarket products.

[Smylinacha]

They need to have more people on board besides just Carlo and Nancy for Customer Service (maybe that is why you have to leave voicemails so often). As much as they can help - just knowing it's two people makes it seem like a Mom & Pop Shop, not a Corporation. And Mom & Pop shops do not grab much market share.

[wildbill6565]

I called last week and only waited about two minutes but did not tall to Carlo but he was there.

[punji]

Check your private messages....

[MoonChaser213]

I'v been trying all day with no success to get a call through. Sent a email this morning. The service manager at Ride Now in Ocala said that he talked to someone this morning (could not say who_) and they couldn't help me. I don't think he talked to anyone....blowing smoke ....again

[dancogan]

I usually don't reply unless I feel strongly about the topic and this one I do.

If BRP EVER wants to become a MAINSTREAM bike manufacturer they NEED to get this customer service problem SOLVED.

I think your point is a good one, but the problem lies with dealers who seem to not give a dang and parts that are always on back order. There should be no need for customer service at the company level except for some very exceptional circumstances, such as a bike that catches fire. The rest should be competently handled at the local level. BRP needs to supply parts and require tech training in a way that assures that can and does happen.

[bone crusher]

They need to have more people on board besides just Carlo and Nancy for Customer Service (maybe that is why you have to leave voicemails so often). As much as they can help - just knowing it's two people makes it seem like a Mom & Pop Shop, not a Corporation. And Mom & Pop shops do not grab much market share.

Good points...they should be expanding their staff so that they can handle more of the customer service issues. As more bikes get on the road, it only makes sense that there will ultimately be more problems...the company should be dealing with this fact as it grows...

[mxz600]

I don't remember the exact days but, I emailed Carlo one morning and he called me the next day. After I explained my problem he was in contact with my dealer and he called me a couple of times with updates. After my Spyder was finished he called me again to ask if everything was OK and working to my satisfaction. I was very pleased and impressed with Carlo's efforts to help with my problem.
I do agree that there are problems with the system breaking down between BRP and their dealers. I hope it all gets straightened out sooner rather than later.
We have become a very demanding society, we what things done right, and done right now. With todays technology we expect everything to be perfect and it's just not the case. Remember BRP is new to this everyday type of vehicle, they are a powersport company and a very good one at that. There is a learning curve BRP has to go through to get all of this right. I wonder how well Harley, Honda and all the others did with the first 20,000 or so bikes they built. Anybody with any age to them at all has to remember Harley back in the day. You rode them for a week and then went over the whole bike tightening every bolt. They ran rough, started hard most of the time, left oil wherever it was parked, but it was a made in America Harley and life was good.

[buckey48]

Threads like this and the ones quoting Extremely high price for routine maintenance have me putting off buying a Spyder.

It may be a blast to ride (Don't know since I haven't been able to take a test ride (Thanks Eastbay Motorsports (Hayward,Ca and Speedsports, Livermore,Ca)). If this is how these dealers treat perspective customers, I hate to think how they would treat you when you have a problem.

In any event I do not have the patience to deal with these type of problems.

While it maybe a good idea, the customer service, downtime and various problems are not Acceptable.

If BRP does not get these problems resolved AND make sure the dealers are keeping qualified people to work on the Spyder,BRP will FAIL with the Spyder.

It is almost to the point of "being unsuited to the intended purpose". I.E. being able to ride and NOT just back to the dealer.

If this were the 1st year and not 3 years later a little slack might be cut, but since they came out in 2007 with full production in 08 a lot of these problems should have be resolved.

No wonder so many 2008 are up for sale, out of warranty and can't afford the repairs without one.

Just my 2 cents.

[bikeguy]

I think your point is a good one, but the problem lies with dealers who seem to not give a dang and parts that are always on back order. There should be no need for customer service at the company level except for some very exceptional circumstances, such as a bike that catches fire. The rest should be competently handled at the local level. BRP needs to supply parts and require tech training in a way that assures that can and does happen.

I agree. I don't know anyone who has called Honda, Harley, Victory, Yamaha, or General Motors, for that matter, and talked to a factory rep unless they were referred by a dealer. I don't know why BRP should be any different. That said, it seems that many dealers (mine is NOT included) don't place much emphasis on their Spyder customers. It is also obvious that many customers have had serious problems with back-ordered parts which might be a factory problem but could also be a dealer problem. As dancogan said, BRP needs to deal with this but I would be at a serious loss in recommending a way that they might do it.

Cotton

[Just Doo Me]

Threads like this and the ones quoting Extremely high price for routine maintenance have me putting off buying a Spyder.

It may be a blast to ride (Don't know since I haven't been able to take a test ride (Thanks Eastbay Motorsports (Hayward,Ca and Speedsports, Livermore,Ca)). If this is how these dealers treat perspective customers, I hate to think how they would treat you when you have a problem.

In any event I do not have the patience to deal with these type of problems.

While it maybe a good idea, the customer service, downtime and various problems are not Acceptable.

If BRP does not get these problems resolved AND make sure the dealers are keeping qualified people to work on the Spyder,BRP will FAIL with the Spyder.

It is almost to the point of "being unsuited to the intended purpose". I.E. being able to ride and NOT just back to the dealer.

If this were the 1st year and not 3 years later a little slack might be cut, but since they came out in 2007 with full production in 08 a lot of these problems should have be resolved.

No wonder so many 2008 are up for sale, out of warranty and can't afford the repairs without one.

Just my 2 cents.

2 cents is more than this post is worth.I guess you must be one of those people who believe everything they read on the INTERNET.Forums like this are like the doctors office mostly the small percentage of the people with sick spyders post their problems.There's a lot of great info. on this site but you have to sift out the good from the bad.Check out any forum online for any power sports product and you will see the same sort of complaints.Armchair quarterbacks are a dime a dozen.

[bone crusher]

Threads like this and the ones quoting Extremely high price for routine maintenance have me putting off buying a Spyder.

It may be a blast to ride (Don't know since I haven't been able to take a test ride (Thanks Eastbay Motorsports (Hayward,Ca and Speedsports, Livermore,Ca)). If this is how these dealers treat perspective customers, I hate to think how they would treat you when you have a problem.

In any event I do not have the patience to deal with these type of problems.

While it maybe a good idea, the customer service, downtime and various problems are not Acceptable.

If BRP does not get these problems resolved AND make sure the dealers are keeping qualified people to work on the Spyder,BRP will FAIL with the Spyder.

It is almost to the point of "being unsuited to the intended purpose". I.E. being able to ride and NOT just back to the dealer.

If this were the 1st year and not 3 years later a little slack might be cut, but since they came out in 2007 with full production in 08 a lot of these problems should have be resolved.

No wonder so many 2008 are up for sale, out of warranty and can't afford the repairs without one.

Just my 2 cents.

All manufacturers have their issues when they come out with a new line. The Spyder is no different. The fact is that the vast majority of owners have no issues...but, as is usually the case, those who do make quite a noise.

I would buy a Spyder again and again. I have a 2008 and haven't had any serious issues....really, the only issues I've had are likely due to the things I've done (and have had done) to the bike.

I don't think there are as many flaws as you are reading about. Hey, the new iPhone has been rated poorly by Consumer Reports, but that is not slowing down the purchasing of the thing...there is an antenna problem...yeah, whatever...easy to get around that too...

So, too, are the issues with the Spyder...there isn't anything that cannot be resolved and your dealer is the bigger factor than BRP.

I don't believe the Spyder will fail...it's simply too cool of a motorcycle...BRP will grow to fit the needs, in time, and all will be fine. This is not blind faith...BRP has been around for a while and they will adapt accordingly....sure, we all want any and all fixes immediately, but this is not the case with much of anything these days...

If you buy the bike, you'll love the bike! Period!

[boborgera]

2 cents is more than this post is worth.I guess you must be one of those people who believe everything they read on the INTERNET.Forums like this are like the doctors office mostly the small percentage of the people with sick spyders post their problems.There's a lot of great info. on this site but you have to sift out the good from the bad.Check out any forum online for any power sports product and you will see the same sort of complaints.Armchair quarterbacks are a dime a dozen.

I felt the same way, have my Spyder over two years 13,000 miles.
Only been in the shop for 20 minutes in all that time [recall]
BUT if i couldn't fix all the problems i had myself and had to bring it into the shop every time, and wait for parts that 20 minutes would be months.
Right now my Spyder is in the shop for two weeks with something i can't fix [ECM] Parts on back order.

[smoothride]

I don't get it!

i email yesterday for an info, i included my phone number and got a call back within a few hours...

So far brp gave me a pretty good service. i own a skidoo, marine engine evenrude and now a spyder. i always being pleased so far.

[Smylinacha]

Maybe they have more than two reps but who knows - It just "seems" that way since we only hear of Carlo's name mentioned here and it was the first time I've seen someone named Nancy mentioned.

I mean BRP isn't a rinky dinky small company, they shouldn't act like it - specially when it comes to customer service.

Certain dealers have to step it up also. Not mine - I love mine but from the stories I am reading on here, some of these dealers are dopes.

Good points...they should be expanding their staff so that they can handle more of the customer service issues. As more bikes get on the road, it only makes sense that there will ultimately be more problems...the company should be dealing with this fact as it grows...

[Jornie1]

I must say that even though my RT SM5 problem brought on a 48 day stay in the Spyder hospital, I have gotten excellent customer service and support from BRP. Initially, very frustrating delivery confusion was eventually handled by Stephane Bertrand BRP district Sales Manager... and I mean things happened quickly after he got involved. Then, with my now infamous 48 day clutch problem, I have to say that the customer service was excellent through my dealer, Sun Sports Cycle & Water Craft, in Ft. Myers, FL. It took while as my problem was, (so far as I can determine), a one of a kind transmission/clutch problem. During that frustrating episode, I received two calls from Carlo. I received regular update reports on the status of my Spyder, from my now Spyder tech buddy Brad up to the GM. As an owner I couldn't ask for much more than that... So, you would have to put me in the very positive column for customer service!! ..Len

Sorry to beat a dead horse, but has anyone ever had a response from Customer Service?

I called this morning at 9:35 (they open at 9:30) and received the standard "due to call volume" response. I've also sent several email messages, non of which have ever been answered.

When you pay close to $30K for a bike I'd think that some customer service would be offered.

Is there some secret to getting answers from BRP?

Mike

[boborgera]

I don't understand, Someones Spyder is held hostage waiting for parts on back order,weeks sometimes months, your Spyder is finally released, then you fall in love with BRP/CARLO. Do most people who have a Spyder in the shop for long periods catch.
'' Stockholm Syndrome ''