Does BRPCare care?

[IdahoMtnSpyder]

The reason I ask is I've sent two PMs to BRPCare and have gotten no response back at all. One was about discrepancies in the RT service manual about jacking points, sent in November. The other was about my CB radio, sent last week, that leaked water and self destructed.

BRPCare, are you there? How about some answers, even if it is only "forget about it"!

[oldguyinTX]

Good luck getting an answer. If you are under 50, you might get a response during your lifetime.

[Ben Burped]

NO !

[vstrommer]

You would like to think so?:lecturef_smilie:

[Bob Denman]

Calling out a member... ANY member like that; is just plain rude! :lecturef_smilie:

[StanProff]

The reason I ask is I've sent two PMs to BRPCare and have gotten no response back at all. One was about discrepancies in the RT service manual about jacking points, sent in November. The other was about my CB radio, sent last week, that leaked water and self destructed.

BRPCare, are you there? How about some answers, even if it is only "forget about it"!

What did your dealer have to say?

[IdahoMtnSpyder]

What did your dealer have to say?
About?

[jtpollock]

NO !

:agree: Once they have your money that's all they care about :mad::cus:

[SPECTACUALR SPIDERMAN]

i do believe they care about your money, does that count?

[Bob Denman]

I HAVE been helped by Steve...
But that's not what this is about. :banghead:
The O.P. actually asked a somewhat reasonable question; and this is deteriorating into a:
"Let's storm the Bastille, and KILL them! :gaah:" thread
(speaking figuratively; of course!)
There are far better ways to deal with this, than in an open forum...

[MouthPiece]

I agree with StanProf. Why not ask your dealer. (and if the reply is "about", I'd suggest about the questions you wanted to ask BRP reference jacking points.

Chris

[BRPcare]

The reason I ask is I've sent two PMs to BRPCare and have gotten no response back at all.

I'm sorry you hadn't gotten a response to your questions. The way we monitor Spyderlovers, we don't always get alerted to new PMs but we always answer emails to our brp.care@brp.com inbox. That's the recommended method for getting in touch with us.

[murphybrown]

:agree: Once they have your money that's all they care about :mad::cus:

I kindly disagree. I have found them nothing but helpful....:thumbup:

[Tango]

The reason I ask is I've sent two PMs to BRPCare and have gotten no response back at all. One was about discrepancies in the RT service manual about jacking points, sent in November. The other was about my CB radio, sent last week, that leaked water and self destructed.

BRPCare, are you there? How about some answers, even if it is only "forget about it"!

Give Steve a chance. Maybe he's unaware, out for vacation, lost in the holiday's. He also may have been replaced. :dontknow: He has been good posting here. :thumbup: Tom :spyder:

[Tango]

I didn't read the whole postings. I see Steve is still with us. And he has responded. :clap: Back to the OP. Did you contact your dealer as has been asked? :dontknow: Have him open a case with BRP? :dontknow: Come back and post the progress? :thumbup: Tom :spyder:

[jaherbst]

If memory serves me right IdahoMtnSpyder did not buy from a dealer. He bought it used in the Northwest. Still should have no bearing on going to a local dealer to seek help. Warranty should still be good.

On an open forum as Bob said, is a poor place to vent, rant etc. about this. Had he gone to a dealer they would have handled it and put him in touch with the right people and proper address.

By bashing BRP we are only diminishing our own product to the public. He has had an other Spyder previous and well knew what he was getting into when he purchased the second from a private party.

I am sure if he contacts Steve his problems will be resolved if warranted.

Jack

[MikeT]

My only interaction with BRP Cares was the result of my responses to their survey regarding the Delivery Experience. I spent a 30 minutes on the phone with their rep going over the particulars of the survey, and followed up with an email. I never got any follow up. I can certainly understand why some feel that BRP's care is superficial.

[Chupaca]

From my time here I have seen them getting better and better and helped many of us with issues. Agree that starting at the dealer level and moving up is the best way...:thumbup:

[robmorg]

I've had a few different experiences with BRPcare - the organization, not Steve personally - and I have come to realize that they do care. That's not to say that they are easy to deal with however. If you want satisfaction from BRPcare, the after-sales support organization for BRP, you first have to understand a few things about them.

There is a lot of confusion among Spyderlover members about BRPcare. It may be helpful to some to share a little of what I've learned. (Steve, please correct me, if I say anything here that is not true.)

First, as forum members, some of us confuse BRPcare with the individual, Steven M. They are not the same. Steve is just one employee of the vast after-sales organization of BRP. If you look at Steve's signature, you will see that he is a Dealer Tech Support Team Lead, with a duel responsibility of working on their social media team. BRPcare is active on just about all social media, including Facebook, Twitter, Instagram, various BRP product forums (of which Spyderlovers is just one of several), and probably more. Steve is too kind to say this himself, but it is simply NOT his job to interact with specific Spyder Owners on this forum (although I hear that he sometimes does). In other words, sending Steve a PM is NOT the way to contact BRPcare. He couldn't possibly answer them all for every forum.

To get an idea of the size of BRPcare, take a look at the photo below, which was taken when the Montreal team moved into their new office facility not long ago. Steve, are you in this picture?

http://www.spyderlovers.com/forums/attachment.php?attachmentid=123193&stc=1

And this is just one office of BRPcare team members. They are also in many cities around the world, including the BRPcare U.S. office, which is located on the Evinrude Marine Division campus in Sturtevant, Wisconsin. BRPcare handles customer and dealer support for not just Can Am (both Spyders and Off-Road vehicles), but also Sea-Doo, Ski-Doo, and Evinrude Marine Engines.

If you need to contact BRPcare, as Steve said above, I have found that the very best way is to email them. The email address I have used is BRP.service@brp.com. I am guessing (don't know for sure) that brpbare@brp.com is just another address for the same inbox. You could also call the telephone number in the user manual (715-848-4957) which will get you to the BRPcare team in Sturtevant, WI. (There is another number for the Canadian Team in the manual) I have found that calling via telephone is not as convenient as emailing them unless you already have an active case number.

As with most vehicle manufacturers, you will get much better customer service if you contact your dealer (or any dealer) first. BRPcare has an extensive dealer support team that works closely with dealers. If you call BRPcare BEFORE contacting your dealer, they will often tell you that they cannot help you until you "talk to your dealer". Yes, it sounds rude, but it's just the way they are set up. Most (but not all) BRPcare case numbers are set up by the dealer network, and that's the way BRPcare wants it. It just won't get you anywhere to argue with their system. However, once you do that, BRPcare can be very responsive via email and the phone - but NOT on forum private messages.

I should add two more things from my own personal experience...

BRPcare representatives are not all perfect - much like any other large organization, there can be a few "bad apples" in the bunch. If you run into one of those, it's best to simply email them, tell them what happened, and ask for a call from someone else. They will respond.

The same is true if you do not get the resolution on a specific case that you believe is fair. You can always send them a letter (by regular postage or email) and ask them to send your case up the ladder for review. THEY WILL DO THAT. I personally had this experience with BRP concerning reimbursement of expenses for pre-recall heat related work on my 2013 RT. The ultimate settlement was indeed fair and satisfactory to me.

[ARtraveler]

BRPcare has helped me twice. I received quick replies and they solved my issues both times.

[IdahoMtnSpyder]

I'm sorry you hadn't gotten a response to your questions. The way we monitor Spyderlovers, we don't always get alerted to new PMs but we always answer emails to our brp.care@brp.com inbox. That's the recommended method for getting in touch with us.
Thank you very much for the response. It is good to know that we should not be looking at using PMs here on SL to contact BRP Care. This is the kind of information I was hoping to learn in response to my posting. I will offer some comments later about how concerns like this may be avoided in the future. I will also redo my PMs into emails as you recommend.

[IdahoMtnSpyder]

I HAVE been helped by Steve...
But that's not what this is about. :banghead:
The O.P. actually asked a somewhat reasonable question; and this is deteriorating into a:
"Let's storm the Bastille, and KILL them! :gaah:" thread
(speaking figuratively; of course!)
There are far better ways to deal with this, than in an open forum...
Good valid point. I think in the back of my mind I thought that a litany of negative comments could result, but I was feeling sufficiently frustrated I was willing to take that risk. The responses by Steve at BRPcare and Robmorg above are just the type of information I was hoping to get in response. I trust many of us have learned more about BRP Care.

[IdahoMtnSpyder]

Let me share my thoughts and experience about improving how we contact BRP Care.

As you can see in his response above Steve has recommended that email is the best way to contact them. Unfortunately that email address is not shown on the Customer Service contact page at BRP, which is the page Lamont has a link to on the home page of SL. I also do not find it on the SL home page. The email form on the Customer Service page does not have provision for including photos or other attachments and is limited to 500 characters. You also, obviously, cannot send photos or other files via a phone call. That is an impediment to relying on contacting via phone. I suggest two changes to the CS contact page. 1) Include the option to send an email directly to brp.care@brp.com (brpcare@brp.com) using regular email; and 2) include a more specific note at the top of the page that customers MUST have contacted their dealer first. That requirement is noted in the narrative of several of the FAQs but it would be good to very clear that it is a requirement prior to direct contact with BRP.

I suggest Lamont write up a sticky for the General Discussion subforum outlining the recommended steps and contact methods to reach BRP customer service. In that sticky he could spell out that BRPcare does not normally take note of PMs sent to them and therefore PMs should not be used. This does run contrary to our normal practice of using a PM to contact another SL member, but is understandable considering how BRP Care functions. Maybe Lamont can include a non-standard option for BRPcare PMs to auto respond notifying the sender to use email instead.

There are two options in relation to PMs that BRPcare should consider. One is to disable PMs. That would force SL members to use other contact means. The other option is to have email notifications sent to the associated email address whenever a PM is received. If the email for the BRPcare account is different from brp.care@brp.com (brpcare@brp.com) then create a filter to automatically forward those notifications to brp.care@brp.com (brpcare@brp.com). Leaving SL members in limbo when we send a PM to BRPcare is avoidable.

I'm sure I am not the only one who has wondered why a PM to BRPcare wasn't answered. Adopting, or adapting, my suggestions above would quite likely keep anyone else from getting frustrated and making a post such as I did.

[IdahoMtnSpyder]

Let me expound a little bit what led up to my OP.

Back in November there was a discussion here about a hydraulic powered jack to lift a Spyder. Discussion ensued about the fact the jack supports the Spyder using the rear shock support. Several members said this was a big NO-NO. Others said it was no problem. I searched the RT service manual to find out exactly what it states. The result? There is a clear discrepancy in the service manual, one part saying no, another part saying yes. Here's the thread. http://www.spyderlovers.com/forums/showthread.php?87953-Interesting%85Just-Stumbled-Onto-This-YouTube-Video-Of-A-Can-AM-Jack&p=1061375&posted=1#post1061375

I decided to see if I could elicit a definitive answer from BRP because jacking up a Spyder is not a trivial matter. BRPcare is a member here and a good contact so why not send him a PM? I did, and linked to the thread. As stated in my OP I never received a response.

Then there is the saga of the CB that leaked water. See my discussion here: http://www.spyderlovers.com/forums/showthread.php?89254-Caution-about-BRP-CB-radio&p=1082980&posted=1#post1082980. I contacted the manufacturer and sent the CB to them for repair. They returned it without repair as it had too much water damage inside. It what? As I state in that thread I then contacted BRP customer service who made it clear I needed to talk to my dealer first. The dealer opened up a case. When I stopped in to ask about the status they gave me the CB back and said they were waiting for an answer from BRP. The service manager called me a couple of hours later and said the response was "Sorry Charlie, the CB is long ago out of warranty so they no way, no how, would do anything." I do not know how much info the dealer sent to BRP, or if they opened up the CB to take a photo and send it in support of my complaint. I then opened up the CB and was horrified at how bad it was corroded inside. Because I considered water leakage to the extent that occurred to be such an egregious quality failure during manufacture I decided to try one more time with a direct contact to BRP Care. Since they have a presence here on SL, and I had posted all the pertinent information and photos in the thread above, I figured a PM to BRPcare would be the most efficient means of contacting them. The lack of a response led to me making this post, especially since when I looked at BRPcare's profile and it showed he had been active on the forum several days after I sent the PM.

So, in my own defense I believe I have been reasonable in my actions and attempts to get a couple of clear answers. Failing to get those answers I got to wondering why not? As you can see in the posts above we all now know why.

[robmorg]

IdahoMtnSpyder,

After reading your message above, I realize there there were two other things I could have included in my earlier remarks in this thread. First, BRPcare does seem more responsive to dealers than to individual owners, with respect to the amount of time it takes to respond to an inquiry. Even with dealer requests, folks have reported on the forum that it can sometimes take a week or two to get an answer for situations that are not the norm. I think they genuinely do get backlogged from time to time with cases. That said, I agree that they should probably work to improve their response time. In my own case, which I referred to in the message above, it took almost 60 days from first discussing it with the dealer to the final response from the home office in Valcourt. But I went through more than one level at BRPcare. During those two months, I emailed or called them about three times politely asking for an update. Don't know if that helped or not.

The other thing I might have said is probably obvious, and you alluded to it in one of your above messages. That is, when you email them, do attached as many pictures and other documents that you think cold be helpful to your case. It gives them more to work with, and makes it harder for them to say "no". Also ALWAYS include your case number, if there is an open case. If a dealer initiated the case get the number from the dealer before you email BRPcare.

[IdahoMtnSpyder]

IdahoMtnSpyder,

After reading your message above, I realize there there were two other things I could have included in my earlier remarks in this thread. First, BRPcare does seem more responsive to dealers than to individual owners, with respect to the amount of time it takes to respond to an inquiry. Even with dealer requests, folks have reported on the forum that it can sometimes take a week or two to get an answer for situations that are not the norm. I think they genuinely do get backlogged from time to time with cases. That said, I agree that they should probably work to improve their response time. In my own case, which I referred to in the message above, it took almost 60 days from first discussing it with the dealer to the final response from the home office in Valcourt. But I went through more than one level at BRPcare. During those two months, I emailed or called them about three times politely asking for an update. Don't know if that helped or not.

The other thing I might have said is probably obvious, and you alluded to it in one of your above messages. That is, when you email them, do attached as many pictures and other documents that you think cold be helpful to your case. It gives them more to work with, and makes it harder for them to say "no". Also ALWAYS include your case number, if there is an open case. If a dealer initiated the case get the number from the dealer before you email BRPcare.
Thanks. With this additional info I now really do think a synopsis of our comments and discussions here would be a very worthwhile sticky posting for Lamont to put up on the forum.

[BRPcare]

It was great to read these posts. Here, straight from the horse's mouth, so to speak, are the facts:


I've had a few different experiences with BRPcare - the organization, not Steve personally - and I have come to realize that they do care. If you want satisfaction from BRPcare, the after-sales support organization for BRP, you first have to understand a few things about them.

BRPCare is the identity we use on our online support channels - forums (such as Spyderlovers), Twitter, Instagram, etc. The rest of the after-sales department doesn't always operate under the BRPCare moniker, although we all share a customer care mindset. Every single person I've met here is always looking for ways to improve the ownership experience in any way they can.


First, as forum members, some of us confuse BRPcare with the individual, Steven M. They are not the same. Steve is just one employee of the vast after-sales organization of BRP. If you look at Steve's signature, you will see that he is a Dealer Tech Support Team Lead, with a duel responsibility of working on their social media team. BRPcare is active on just about all social media, including Facebook, Twitter, Instagram, various BRP product forums (of which Spyderlovers is just one of several), and probably more.

Yes, this is completely accurate (see above).


Steve is too kind to say this himself, but it is simply NOT his job to interact with specific Spyder Owners on this forum (although I hear that he sometimes does). In other words, sending Steve a PM is NOT the way to contact BRPcare. He couldn't possibly answer them all for every forum.

We do try to answer as many questions as we can, across all product lines. Either myself or someone in my team will respond to owners. Truth is on Spyderlovers specifically, it's mostly myself. I enjoy interacting with the community here, I'm passionate about the product, and I'm a long-time rider myself.


To get an idea of the size of BRPcare, take a look at the photo below, which was taken when the Montreal team moved into their new office facility not long ago. Steve, are you in this picture?

http://www.spyderlovers.com/forums/attachment.php?attachmentid=123193&stc=1

Those are the new After-Sales offices here in Sherbrooke, Quebec (90 minutes east of Montreal). I am not in the picture because I was on vacation. I've met a number of you at events such as Spyderfest or factory tours here, but for those of you who don't know what I look like, here's a picture:

http://www.spyderlovers.com/forums/attachment.php?attachmentid=123198&stc=1


And this is just one office of BRPcare team members. They are also in many cities around the world, including the BRPcare U.S. office, which is located on the Evinrude Marine Division campus in Sturtevant, Wisconsin. BRPcare handles customer and dealer support for not just Can Am (both Spyders and Off-Road vehicles), but also Sea-Doo, Ski-Doo, and Evinrude Marine Engines.
Yes, another of our major after-sales office is in Badger State. We work together daily.


If you need to contact BRPcare, as Steve said above, I have found that the very best way is to email them. The email address I have used is BRP.service@brp.com. I am guessing (don't know for sure) that brp.care@brp.com (brpbare@brp.com) is just another address for the same inbox. You could also call the telephone number in the user manual (715-848-4957) which will get you to the BRPcare team in Sturtevant, WI. (There is another number for the Canadian Team in the manual) I have found that calling via telephone is not as convenient as emailing them unless you already have an active case number.
We've responded to PMs in the past, but the new forum monitoring software we were using wasn't picking up PMs (we'll definitely try and fix that ASAP, thanks IdahoMtnSpyder!). Your dealer should be your first step in getting any issue resolved, but we understand that in more complex situations, sometimes you want to talk to the manufacturer. Calling us, writing on the website form or emailing my team at brp.care@brp.com is the way to go.


As with most vehicle manufacturers, you will get much better customer service if you contact your dealer (or any dealer) first. BRPcare has an extensive dealer support team that works closely with dealers. If you call BRPcare BEFORE contacting your dealer, they will often tell you that they cannot help you until you "talk to your dealer".
We're continuously improving our dealer network and the fact is that your best bet is always to start there for any issue. (see previous).

We're a department comprised of some really passionate folks who do our best to get it right and our dealers are no different. No company is perfect, but I feel that BRP does a pretty great job of standing up for its customers, being accountable, transparent and making things right - then again, I'm a little biased. Most of us are riders too - I ride 3- and 2- wheels - and know the experience we want ourselves and other riders to have. I hope that the fact that we're present and active here on SL and elsewhere can help testify to that.

[stillriding]

...But your picture doesn't show you on a Spyder!

[robmorg]

Thanks for your response, Steve, and for filling in the details in some areas where I was a little murky. One quick question I have for additional clarification...

Does BRP.service@brp.com and brp.care@brp.com go to the same inbox, or does BRP.service take you to the Wisconsin team?


PS... Thanks for the picture. Now we almost know what you look like. :D

[jaherbst]

Thanks for your response, Steve, and for filling in the details in some areas where I was a little murky. One quick question I have for additional clarification...

Does BRP.service@brp.com and brp.care@brp.com go to the same inbox, or does BRP.service take you to the Wisconsin team?


PS... Thanks for the picture. Now we almost know what you look like. :D

​Steve is the one that looks like Wylie Coyote. i.e. All beat up from disgruntled members on this site. Hey folks, let's all give Steve a little slack. After

all he is the guy who gets all the "incoming" and has to deal with it reasonable or not.

​Jack

[Deanna777]

:agree: Once they have your money that's all they care about :mad::cus:Steve from BRP helped me 2 years ago. He got my issue solved. :clap: Deanna

[IdahoMtnSpyder]

Steve has informed me that PMs to BRPcare have been disabled for the time being. Also, the brp.care@brp.com address is specially set up for social media users. We are among the privileged!

Thanks, Steve.

[robmorg]

Steve has informed me that PMs to BRPcare have been disabled for the time being. Also, the brp.care@brp.com address is specially set up for social media users. We are among the privileged!

Thanks, Steve.Thanks for passing on this information.

It sounds like any Spyderlover member with a specific need to contact Steve personally, while they work out the PM problem, can simply send an email to prb.care@brp.com (prb.care@brp.com) , mark their email "Attn: Steven M.", and identify themselves as a Spyderovers.com member.

[Bob Denman]

Thanks Guys! :2thumbs:
I'm tucking that email address into my folder of important Spyder contact information! nojoke