BRP is not fair

[Spyderjockey]

I have always been a staunch supporter of BRP and bragged them up to everyone that asked me about the Spyder and raved about what a great machine it is. After the way they have ignored me especially Carlo, I no longer have any enthusiasm for them or their customer support. For several weeks I have been trying to get my issue resolved with me having to pay over $1000 to have my sprockets and belt replaced. Carlo would not return my phone calls or emails that have been sent to him and there were plenty of them. He finally called while I was not home after I really got nasty with him on another email that was sent to him. He told my wife he had been trying to get us by phone and we were never at home. Funny thing is we have voice mail, never was a message left, I also of course have caller ID on my home phone and no number from him or from anyone at BRP showed up on that phone. I also had no call from him on my cell phone which of course shows all calls. I never received any email in response to all my emails to him. Also my wife told him to call me on my cell phone and that I was in a good service area and she said I know he wants to talk to you. He said he would call me as soon as he hung up with her....he never did. I don't know.... what do you think...was that an UNTRUTH when he said he had been trying to get a hold of us.

I know of several people that have had the same work done on their Spyder and some paid nothing and some only paid for the deductible. I am wondering why I am not being treated the same as these people were. One person had no warranty at all...no original or extended warranty and they took care of him and he only paid for .7 of an hour for labor. This also brings me to another sore subject I was charged 3.5 hours of labor for basically the same work being done except they didn't replace his rear sprocket. On that note my dealer said if 1 component was changed then all components had to be changed...IE: my front sprocket needed replacing so they replaced the rear sprocket and the belt. I don't believe they needed changing and took the rear sprocket and belt to another dealer and they agreed and said they would have replaced the front sprocket and all I would have paid would have been the $50 deductible. A third dealer agreed and would have handled it the same way. My dealer maintains that BRP insists that all components need to be changed even though these other 2 dealers say there is nothing in the shop maual to that effect. At any rate I paid over $1000 and now BRP issued me a check for $50 to...I guess to appease me.....to me it was a slap in the face!!

I would like to hear from other people that have had to have a sprocket, or both sprockets and/or all components changed and if it was covered by BRP and if not if you had to pay for that kind of labor (3.5 hrs.)

As I said I have always been enthusiastic about BRP and the Spyder and have had 2 parties buy a Spyder on my recomendation and who knows how many others were influenced by my enthusiasm for the Spyder. BRP sent me another package with dozens of little pamphlets to hand out, which I have always been really happy to do before. This time I am tempted to send them back and tell BRP to get another sucker to distribute them. I still like the Spyder....but BRP has made me lose any confidence that all are treated the same. I have come to the conclusion that BRP really doesn't care enough to even respond to a person's complaint.

I know this wasn't expressed as well as it could of and should have been.....but I am so p----d off I can't think straight. Please respond if you have any thoughts on any of this. Thanks for taking time to read this post.
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[wyliec]

Maybe I missed it; but, why was the work on your spyder not covered under warranty?

[Spyderjockey]

Maybe I missed it; but, why was the work on your spyder not covered under warranty?

I don't know why either , since so many others were covered under their extended warranty and one person was taken care of with no warranty at all. I was sure that it would and should be covered. Another person had to have the same thing done like 3 or 4 times and he was covered every time. This is why I am so disgruntled...... the fact they have refused to cover me under the warranty.

[Firefly]

I don't know why either , since so many others were covered under their extended warranty and one person was taken care of with no warranty at all. I was sure that it would and should be covered. Another person had to have the same thing done like 3 or 4 times and he was covered every time. This is why I am so disgruntled...... the fact they have refused to cover me under the warranty.

This just isn't right... sorry for your troubles. Sounds like they are considering those parts to be 'wear' parts.....

Those parts probably needed replacement due to BRP having the belt too tight--- by their own specs!

[IWN2RYD]

I too have had my struggles with BRP. I will not make any excuses for them, but they did shut down pretty much everything for three weeks, as they do every year in July or Aug. Not all of it but darn close. This is according to my contact @ BRP.

Now that said. I went to my dealer and expressed BRP's lack of communication, with a firm dissatisfaction delivery. He contacted his Rep. That rep and my dealer then contacted their contacts inside BRP. And bang... 48 hours later I had a point of contact and a few weeks later we came to an accord.

No one should have to go to this extreme considering these bikes are not your $6k-$10k crutch rockets that do get far better support than these get (Corporate wise).

BRP has a product that can put them on the map for decades. Only the short mindedness of a cubicle manager is failing the company. Most of us purchasing these bikes are not 18. When we spend our hard earned monies we expect to be taken care of in a satisfactory manner.

This is not yet something we can say BRP is doing. It is time they listen to us before it is to late and the damage they do to themselves will be the same as Harley did in the late 60's and 70's. It took them almost 20 years to finally get that stink off.

Anyway... Get with your dealer if possible, have them get a hold of the Rep and see what they can do for you.

After all. That is what part of the commissions from our purchases pays their salaries for is it not?

[canam9]

Sounds to me like the dealer is the one who took you for a ride. Just my $.02

[dave01]

Sounds to me like your dealer handled this in the wrong way. If they dont request work/parts to be covered under warranty when they submit the work-order, then its handled just like regular repairs.

[Spyderjockey]

This just isn't right... sorry for your troubles. Sounds like they are considering those parts to be 'wear' parts.....

Those parts probably needed replacement due to BRP having the belt too tight--- by their own specs!

That is exactly what I have been saying and even had a couple of dealers agree that that is why they have been lowering the belt tension values......I believe they have lowered it about 3 times....I think they are trying to prevent further problems by doing so. It looks like to me also that people who have around 30,000 miles on their Spyder are the ones who are experiencing problems like this. I still maintain though that if they have covered other people under warranty for fixing this problem that I had...which they have.....they should do the same for me.

[BajaRon]

Not to cover for BRP or Carlo, but it seems like your dealer ripped you off. Some of these guys are so used to shoveling manure on the customer without consequence that they do it all the time.

If the belt and rear sprocket are good then they don't need to be replaced. Were you running the original belt tension?

If stuff goes bad prematurely because you are following the manufacturer's specs. then you should not have to pay for replacement.

I woudln't give up. Somebody's messing with you on this one. My money is on the dealer but still, Carlo or someone from BRP should be getting in touch with you.

[Spyderjockey]

Not to cover for BRP or Carlo, but it seems like your dealer ripped you off. Some of these guys are so used to shoveling manure on the customer without consequence that they do it all the time.

If the belt and rear sprocket are good then they don't need to be replaced. Were you running the original belt tension?

If stuff goes bad prematurely because you are following the manufacturer's specs. then you should not have to pay for replacement.

I woudln't give up. Somebody's messing with you on this one. My money is on the dealer but still, Carlo or someone from BRP should be getting in touch with you.

Yes, I was running what the dealer had set the tension at according to BRP values. I have never touched the belt tension value. I tried and tried to get Carlo to return numerous phone calls and numerous emails and was unsuccessful to get him to contact me. After a final email that I sent he finally got the message of how upset that I was and did call whne I was not at home and talked to my wife. He said he had tried several times to call us but that we were never home. I have caller ID and voice mail and no message was left from him and no call ever showed up on caller ID from him. My wife told him to call my cell phone because I really wanted to to talk to him and gave him my number and he said he would call as soon as he hung up with her....he never did. I have given up on Carlo but not on trying to get some satisfaction from BRP.

[BajaRon]

Yes, I was running what the dealer had set the tension at according to BRP values. I have never touched the belt tension value. I tried and tried to get Carlo to return numerous phone calls and numerous emails and was unsuccessful to get him to contact me. After a final email that I sent he finally got the message of how upset that I was and did call whne I was not at home and talked to my wife. He said he had tried several times to call us but that we were never home. I have caller ID and voice mail and no message was left from him and no call ever showed up on caller ID from him. My wife told him to call my cell phone because I really wanted to to talk to him and gave him my number and he said he would call as soon as he hung up with her....he never did. I have given up on Carlo but not on trying to get some satisfaction from BRP.

Each situation stands on it's own. But overall, I know Carlo has been a great help.

I don't have any answers for you. Seems like a raw deal and raw deals always have a source. Hang in there and you should be able to get somewhere.

Have you considered small claims court? It would be too bad it can't get fixed an easier way. But sometimes you have to go to the wall or throw in the towel.

That may be your next decision.

[Questions]

I too had to have the sprocket replace and the belt on my 2008 Spyder- my dealer ( Reno's Yamaha- KC MO.) did all the work and didn't charge me a dime- they had it complete in 2 days and even gave me a ride home when I took the bike over there to have them look at it that day ( they were concerned with me riding the bike in the shape it was in). Sounds to me that your issues are with your dealer and not BRP?
One of the selling points to my purchase of the Spyder was the dealer and Reno's always takes care of his customers!

[Spyderjockey]

I too had to have the sprocket replace and the belt on my 2008 Spyder- my dealer ( Reno's Yamaha- KC MO.) did all the work and didn't charge me a dime- they had it complete in 2 days and even gave me a ride home when I took the bike over there to have them look at it that day ( they were concerned with me riding the bike in the shape it was in). Sounds to me that your issues are with your dealer and not BRP?
One of the selling points to my purchase of the Spyder was the dealer and Reno's always takes care of his customers!

Just curious as to how many miles was on your Spyder when you had the problem and did they replace the other sprocket?

[dave01]

On that note my dealer said if 1 component was changed then all components had to be changed...IE: my front sprocket needed replacing so they replaced the rear sprocket and the belt. __

This one line lets me believe your dealer doesnt know crap about Spyders. Its not a chain and sprocket drive system, where one worn part will affect the others. Now, if the rear sprocket showed damage, then ok. Unless you have issues with the splines on the sprockets, the belt is the sacrificial part in the drive system and the sprockets should outlive the belt by a long way. If you have any other dealers near you, then run away from these guys....fast

[fastfraser]

Sounds to me like the dealer is the one who took you for a ride. Just my $.02

+1. As to why Carlo didn't respond in a timely manner I can't say .Almost any post I have read about Carlo is that he is a stand up guy !

[Raptor]

+1. As to why Carlo didn't respond in a timely manner I can't say .Almost any post I have read about Carlo is that he is a stand up guy !

I have to agree. The dealer is ripping you off. Go to the BBB, Small CLaims, contact the State Attourney General, lower the boom on these clowns. BUT BRP SHOULD BE BACKING YOU UP. As for Carlo, I can't speak to that. I have heard stories both ways, so to me the jury is still out out on this guy. I know trying to get to BRP customer service via phone is an absoulte joke.

This has been one of my concerns with BRP from the beginning; the whole community should not be dependant on one man. They need to understand that if they don't fortify their customer support sector they are going to ruin everything they are trying to build with the product.

Good luck to you Sir. I hope you can get this resolved to your satisfaction.

[Roy's Bassets]

Its all about the mighty buck, if they can get it from you, they will.

[Spyderjockey]

I just wanted to thank everyone for their concern and support. Despite what is going on now I still love the Spyder and have found people who are the Spyder community are caring and really nice people. Hopefully some of the BRP people will track this thread and decide this whole thing should have a different outcome. More input from anyone would be great!! Thanks again!

[Spyderman1330]

I had 38,000+ miles on my 08 spyder and the front drive sprocket came completely off and the drivebelt hanging on the ground. It had to be towed to my dealer and was retightened to specs. When I was at Chicago for the homecoming I spoke to Kurt Otteson Product Specialist with BRP and told him the trouble I had. He in turn spoke with my dealer. I had also spoke with another sypder rider that had his done 3 times and he said the only way to correct it was replace the sprocket and bolt and washer with new parts. Before I had a chance to take it back the belt had started to wear a groove into the motor housing. I took it in to my dealer and they looked at it and said not to even drive it home that way. So they ordered a new drive sprocket, belt, bolt and washer and replaced it and I only had to pay for .7 of an hour labor and my spyder had run out of warranty. I think that everyone one should be treated equal and not just certain ones. BRP better give their customer support personnel some new training where it is needed. Just my $.02 cents!!

[SeaBreeze]

COME ON BRP STEP UP TO THE PLATE AND RESPOND!

[jgwoods]

Was your Spyder in warranty when the repairs were done? It is not clear from your post.
Out of curiosity how many miles do you have, and has your Spyder been serviced at the recommended intervals?

I cringe at the cost of parts and labor on the Spyders.

[musicarcade]

+1. As to why Carlo didn't respond in a timely manner I can't say .Almost any post I have read about Carlo is that he is a stand up guy !

about Carlo being a stand up guy, but he has been inundated from calls, at least that;s my take and what he basically said to me. I had called him 3 times for over a week and finally sent an e-mail where I semi- jokingly started the e-mail "Dear Carlo, you never write or never call..."
He called the next day stating he had called me several times, but I had no record of a return call since the 3 times I called.

Still, he gets things moving and I still glad that he's there to contact.

Although I haven't spoke with her I believe he has a woman that is working with him now.

[BajaRon]

So how does Carlo and BRP's lack of response, which is what the OP was unhappy with, fall back on the dealer?????

I didn't get that idea. My feeling is he is upset with #1-Cost, #2-Treatment by the dealer and #3-Lack of support by BRP. He woudn't even need BRP support if the dealer were treating him right.

I don't think anyone is saying that the lack of contact from Carlo is the dealers fault.

There are 2 separate allegations here.

1-The dealer is sticking it to the customer (which is the real issue. If the dealer where not taking advantage no one would even be talking about Carlo).

2-Carlo is not responding adequately to the 1st and primary issue.

I am not trying to make excuses for either.

It is obvious to me that the dealer is bad news and the major fly in the oitment on this one.

On the other hand, Carlo has come to the aid of many a SpyderLover and I just wanted to point that out. Even if Carlo is not coming through this time (which isn't a fact yet) I don't think it's reason to throw him in the trash.

[NancysToy]

I didn't get that idea. My feeling is he is upset with #1-Cost, #2-Treatment by the dealer and #3-Lack of support by BRP. He woudn't even need BRP support if the dealer were treating him right.

I don't think anyone is saying that the lack of contact from Carlo is the dealers fault.

There are 2 separate allegations here.

1-The dealer is sticking it to the customer (which is the real issue. If the dealer where not taking advantage no one would even be talking about Carlo).

2-Carlo is not responding adequately to the 1st and primary issue.

I am not trying to make excuses for either.

It is obvious to me that the dealer is bad news and the major fly in the oitment on this one.

On the other hand, Carlo has come to the aid of many a SpyderLover and I just wanted to point that out. Even if Carlo is not coming through this time (which isn't a fact yet) I don't think it's reason to throw him in the trash.

[millers1]

http://www.ag.ny.gov/