Can Am Accessory Customer Service Experience

[George1]

As a long term motorcycle rider I have owned lots of different bikes & to me customer & dealership service has to rank in the acceptable range or customer service for me to remain as a customer. My 2021 Spyder RT Limited is my first BRP/Can Am product & myself like many others wants to add to & dress up my bike. What I would like to do is share my experience contacting them for after the sale accessory service.

I purchased the Can Am version running board lights for my new Spyder from The Can Am website & installed them on my 2021 Spyder RT Limited. The polarity was backwards on the OEM GPS plug. Once I reversed that the right running board light worked but not the left one. I checked all the connections & tested the plug on the driver side connection with a test light & it wasn't getting any power. Then I noticed the right side was cutting off & on when I stepped on the running board. I couldn't figure this out. I called BRP & was transferred from one operator to another. One rep told me to drive the bike to a local dealership & they would replace the lights. I found this unusual because I purchased the lights off of the BPR Accessories website & Installed them myself & I felt he was just trying to get me off the phone.

So I called Can Am back and had to explain all over again the issue I was having. I told them the left running board didn't work & the right one turned off & on when I stepped on the running board. They said they would ship me a replacement set & I would receive an email later that day with a tracking number showing the lights are coming. The email never came so I called back the next day.

The first rep I spoke to said they had no record of me calling before. It appears the operators they use are all overseas and listen to your complaint & then transfer you to another rep stating since I purchase from the web store I must talk to someone else. In total I was transferred four times and was on the phone for over an hour. Finally I got to what I believe was an operator in the United States. I was on the phone with him another 30 minutes. This was a beating. This operator emailed me some paperwork & he said he was emailing me a return shipping label for the defective lights but I had to ship back the defective running boards before they shipped the replacement ones. This was all totally different than what I was told by the other rep on my first call a few days earlier. So I took the running boards back off the Spyder. I then bench tested them using a 12-volt power source. The right one lit up however I could not get it to flash anymore when I bumped it. The left running board didn't work & as before I used a test light and there was no power coming thru the wire to it. I boxed them back up. I never received a return shipping label.

So I emailed Can Am and said I was waiting on a return address label to be shipped to me. The next day I received an email back stating Can Am did not send out return shipping labels. I replied back & said that goes against everything the previous reps at BRP had told me. That was the last time I heard from Can Am. So far they had failed to respond. So I took the running boards along with the paperwork the reps had emailed me, made copies of the paperwork & shipped the running boards back on my own dime ($27 with insurance). I put the copies of the paperwork inside the box & I had the RMA # clearly on the outside of the box as well as inside the box on the paperwork. So far I have not received the replacement running boards or any correspondence from Can Am.

I am so upset at Can Am with the lack of professional phone reps, lack of care & service, the never ending way they transferred me from person to person on the phone, lack of keeping phone recorders, no follow up from Can Am that I will never ever again purchase another item or accessory from BRP/Can Am. It is not worth the trouble or headache.

So far I have not had any dealings with Slingmods or Spyderpops but I have to believe their customer service is far better. I rank Can Am right up there with XM-Sirius Radio and OnStar, horrible.


This is on the Can Am Website where they sell the accessories.

https://can-am-shop.brp.com/on-road/us/en/warranty.html

[LifeLongRider]

I've had only one dealing with Slingmods and it didn't go well. I received a defective sets of lights, very similar to your experience, and they refused to take them back. I rewired the lights and eventually worked out the issue but refused to deal with Slingmods again. This is just my experience as others have had positive experiences with them.

[bigbadbrucie]

I’m sorry to hear of your problems, but am glad that you posted that link to the website, as there is another COMPLETELY different website for accessories that is NOT connected with BRP that you may want to try. His website is www.canamaccessories.com that may have what you’re looking for. He is in Canada also. I have used him a few times and have been happy with his service. The man’s name is Pierre. Check out his website.

Bruce

[Ex-Rocket]

I have dealt with SpyderPops many times and he gets an A+++ from me. They are easy to contact either by phone or email and they stand behind everything he sells. I had a problem with bumpskid LED's going out on my previous Spyder and he shipped me a replacement LED's at no charge. Plus he's a sponsor of Spyderlovers, which I try to support when I can.

[RickWB]

Hey Brucie:

The link you provided appears to be incorrect. Try http://canamspyderaccessories.com

Rick

[bigbadbrucie]

Hey Brucie:

The link you provided appears to be incorrect. Try http://canamspyderaccessories.com

Rick

Only one comment......”oops”.....Thank You.

[Valkrocket]

Wow.... what a nightmare. I have never dealt with BRP accessories and never plan to after reading your post. I have in fact, dealt with TricLed, Lamonster Garage and Spyderpops and will vouch for all three vendors. I would highly recommend TricLed for any accessory lighting you may want to add in the future. Cindy is one of the most pleasant and knowledgeable people you will ever meet. I screwed up and cut a wire installing my Sequential Fenderz LED lights and she shipped a replacement free of charge including shipping. To me, that goes above and beyond customer service and is why I would never hesitate to order anything manufactured by them in the future. Lamonster and Spyderpops are right up there with their accessories and service for us members. Hoping you get that mess straightened out soon.

[Scotts8826]

I've ordered two things directly from Can-Am/BRP for my 2020 RTL. They were passenger armrests and the auxiliary light. Both times I received the items in good order. Nothing with LED lights or electrical itmes. One thing I did notice was that neither item actually came from BRP, they both were shipped from different dealerships. I'm wondering if BRP notifies their dealers of an order and sees who wants to fill it?

[JayBros]

I think BRP's parts software program knows what dealers have what parts. A couple years ago I needed a part and local dealership was no longer in business. I received the part, right radiator screen, the one on my roadster the victim of a rabbit strike, very promptly, less than a week from order to receipt, from a dealership in upstate NY.

[Shadowrun]

Wow.... what a nightmare.

—THIS—

…I'm wondering if BRP notifies their dealers of an order and sees who wants to fill it?

I’ve seen this exact thing happen with 2 of my Orders from BRP. The order arrives with paperwork bundled inside with the dealers Shipping Invoice.
Thought it was odd but… what I needed shipped quick, and had no complaints on the products. (So far)

Didn’t even happen to me and I can feel my blood pressure rising.
I’d recommended a Letter to CanAm directly, and let them know how your experience was.

I can say that I’ve had great experience out of TricLED, plenty of Lamonster, and Spyderpops.
Goodluck out there

[YIRYDE]

Wow.... what a nightmare. I have never dealt with BRP accessories and never plan to after reading your post. I have in fact, dealt with TricLed, Lamonster Garage and Spyderpops and will vouch for all three vendors. I would highly recommend TricLed for any accessory lighting you may want to add in the future. Cindy is one of the most pleasant and knowledgeable people you will ever meet. I screwed up and cut a wire installing my Sequential Fenderz LED lights and she shipped a replacement free of charge including shipping. To me, that goes above and beyond customer service and is why I would never hesitate to order anything manufactured by them in the future. Lamonster and Spyderpops are right up there with their accessories and service for us members. Hoping you get that mess straightened out soon.

I have ordered lots of items from Spyderpops, Lamonster and Tricled. I have had minor problems with all three and they resolved the issues promptly. Tricled (Cindy and Reggy) is great.

[Pooch]

I am sorry you have had to endure such a wretched ordeal with BRP. I do hope it is finally resolved favorably for you.
I ordered the adjustable air wings for my 21 RTL from The BRP parts link … received an email that they would be sent as soon as they found a dealer who had them in stock…I thought that odd. Nevertheless I did receive them a few days afterwards and am waiting on my 3000 mile first service to let the dealer put them on.
Thank you for posting your ordeal so that I would think twice before ordering direct from BRP again.

[BadMonk]

Personal experiences will undoubtedly be all over the place from good to bad. So what the heck. I avoid BRP if possible - one bad experience, two very slow delivery experiences. SpyderPops gets a vote of no confidence and I won't use them again. Sling Mods and LaMonster is where I go to find products even though both have had minor issues. These days, it seems like sloppiness, inefficiency, lack of attention to detail, and poor customer service plague businesses.