BRP Customer Service

So last week, I tried to register online for a BRP promotion... having bought a new 2018 RTL and having downloaded a GPS program, by registering it I'm supposed to get a $120 CDN Mastercard in the mail. Promotion closes Dec 31 so I decided I better get it done. So....

1. Website didn't work ... I entered all the info in as requested but the little hamster wheel in the middle of the screen just kept spinning for 5 minutes and then said "Please try again later".
2. So I did. The site said the email address I provided was already in use. But to check on whether the rebate claim had been submitted I was required to have a claim number, which the little hamster wheel had not provided.
3. So I emailed Customer Service. Received an email back saying I would be contacted within 24 hours. No worries.
4. Also no contact. Sent a second email 2 days later. Received same message, someone would contact me within 24 hours.
5. 24 hours later an email comes saying my concerns had been escalated to a "Senior" Customer Service Rep. I should be contacted with 24 hours. This time the email contained a telephone number to call if I wanted to contact the rep directly. So I called.
6. Customer Service number (Canadian one) is out of Service. Emailed again. Pointed out everything that had happened to date. Received the requisite "Someone will contact you within 24 hours" response.
7. Today, 72 hours later, I FINALLY got an email from a person, apologizing, and telling me my request would be looked into.

And they wonder why BRP has a bad customer service reputation.....


NOTE: AS of Dec 26 the issue was fixed by BRP... not sure if they updated their service phone number but they did deal with my request.

That's business as usual. :cheers:

I had to contact them about 18 months ago.Nice to see things haven't changed

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Originally Posted by Ex Winger

I had to contact them about 18 months ago. DARN PATHETIC to see things haven't changed

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A bit nearer the truth and still keeping it polite!

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Originally Posted by Northofthesix

And they wonder why BRP has a bad customer service reputation.....

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I honestly thought it was only us here in the Land Down Under that received this kind of "customer focus". Luckily here in Aus we only need try two times and then we can hand it to our consumer protection agency who wield a big stick. After 4 moths waiting for my roadside assist via the dealership then BRP, I reported them to said agency and had it in 7 days plus some bribes from BRP.

Well if you never expect anything you will never be disappointed!

That’s what Mom used to say.����

Totally weird, what else can ya say to this? Sadly this happens way to often. Will it ever improve, of course not.

Same or similar happened to me in 2014. I finally sent them a written letter via snail mail, return receipt requested. They got it but I still didn't receive and answer. BRP customer service is just about the same quality as their OEM rear tires.

I called their customer care number. Left message an phone number months ago. Have never heard back from them. That was on my Spyder.
Questioned the place where bought wife Spyder when we took it back to dealer couple weeks after buying it. Found 2 bad place on the chrome side pieces on parts on frame by rear foot rests, no chrome on them. Dealer says not covered because its called blemished. If we had looked over the Spyder real close an found the big blemishes we would have made them change the parts or found another Spyder to buy. Not even going to try BRP customer service again to ask them about it. BRP customer service in my opinion is worthless.

Sadly, that is what most motorcycle dealers and corporates are all about, they delay long enough they complaint goes away. Check it out, who wants the aggravation of chasing a problem forever? They hold all the cards.

So in fairness to the actual humans at customer service... today they fixed the problem for me. My hunch is that corporate makes it difficult to get help, as bikerbillone says, hoping you'll give up... but today, at least, the people manning their customer service fixed my issue. Hopefully somebody will address the fact that their phone number is out of service....

REMEMBER!! This is the same company that makes the CRJ and the Airbus A220 jets that we all fly on.
How's customer service for the airlines?

T.P.

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Originally Posted by T.P.

REMEMBER!! This is the same company that makes the CRJ and the Airbus A220 jets that we all fly on.
How's customer service for the airlines?

T.P.

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Oops, have you got that wrong, like a lot of other folks have and probably still do! Years ago it was all the same company but in 2003 the Recreational Products division of Bombardier was spun off as its own company and renamed BRP, Inc. in 2004. There is no connection between Bombardier, who makes airliners and rail vehicles, and BRP, other than maybe some of the top level stock owners being the same.

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Originally Posted by Northofthesix

So in fairness to the actual humans at customer service... today they fixed the problem for me. My hunch is that corporate makes it difficult to get help, as bikerbillone says, hoping you'll give up... but today, at least, the people manning their customer service fixed my issue. Hopefully somebody will address the fact that their phone number is out of service....

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So in fairness you should amend your original post with the outcome, “today they fixed the problem”. Why? because many hear don’t read every thread.

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Originally Posted by TicketBait

So in fairness you should amend your original post with the outcome, “today they fixed the problem”. Why? because many hear don’t read every thread.

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Done!!