Just got off the phone with Carlo

[Batmobile]

He called me back for the second time since contacting them by phone and email ten days ago to follow up on my issues. I told him the dealer ordered a new DPS to hopefully fix the problem with the occasional check engine light and scrolling "CHECK DPS", but they still didn't know exactly what to due about the surging.
He wouldn't say what was done to the ECM during the update but they are aware of the issues some of us are having.:thumbup: Thanks to all who reported there problems. He did assure me they are working hard on addressing the issue and should have a fix in the upcoming days to give to all the dealers and make public on the BRP website. He said the technical details probably will not be released.
So those of you having issues also don't give up just yet. Some of my faith has been restored and I hope to have my great ride back again.:clap:
:yes:

 

[wyliec]

He called me back for the second time since contacting them by phone and email ten days ago to follow up on my issues. I told him the dealer ordered a new DPS to hopefully fix the problem with the occasional check engine light and scrolling "CHECK DPS", but they still didn't know exactly what to due about the surging.
He wouldn't say what was done to the ECM during the update but they are aware of the issues some of us are having.:thumbup: Thanks to all who reported there problems. He did assure me they are working hard on addressing the issue and should have a fix in the upcoming days to give to all the dealers and make public on the BRP website. He said the technical details probably will not be released.
So those of you having issues also don't give up just yet. Some of my faith has been restored and I hope to have my great ride back again.:clap:
:yes:

Sounds promising. I have dealt with Carlo before and he does follow through.

 

[jedd]

Awesome thanks 4 update.:thumbup:

 

[Smylinacha]

He called me back for the second time since contacting them by phone and email ten days ago to follow up on my issues. I told him the dealer ordered a new DPS to hopefully fix the problem with the occasional check engine light and scrolling "CHECK DPS", but they still didn't know exactly what to due about the surging.
He wouldn't say what was done to the ECM during the update but they are aware of the issues some of us are having.:thumbup: Thanks to all who reported there problems. He did assure me they are working hard on addressing the issue and should have a fix in the upcoming days to give to all the dealers and make public on the BRP website. He said the technical details probably will not be released.
So those of you having issues also don't give up just yet. Some of my faith has been restored and I hope to have my great ride back again.:clap:
:yes:

Boy that Carlo sure gets around. I wonder if he's the only dude working the phones there.:roflblack:

 

[CheeseCake]

Guess I'll reschedule...:gaah:
I was going to take her on Saturday and have the update done...

Thanks for the update!

 

[Batmobile]

Boy that Carlo sure gets around. I wonder if he's the only dude working the phones there.:roflblack:

:roflblack:

If you call his direct line it says he is executive of consumer services.

 

[Batmobile]

I called my dealer tech to let him know what I was told so he would wait for their fix and not tear everything apart looking for something else. He said he would wait for a bulletin.
I asked if the new DPS came in yet and he said no and they didn't tell him how long it would take. He then told me that BRP told him when they were deciding to replace it that they are finding that 1 out of every 4 spyders that get the update are having to have the DPS replaced.:yikes:
So, if there are approximately 12,000 spyders between the US and Canada, thats 3,000 DPS units needed. How long would you guess it would take to have that many extra?

Anyway, just passing this along incase any of you get the occasional check engine light with scrolling "CHECK DPS" or feel something funny in the steering after the update. You may want to get it checked out right away and not wait.

 

[Smylinacha]

:roflblack:

If you call his direct line it says he is executive of consumer services.

Maybe the ONLY executive of Customer Services?

 

[glynnk]

He called me back for the second time since contacting them by phone and email ten days ago to follow up on my issues. I told him the dealer ordered a new DPS to hopefully fix the problem with the occasional check engine light and scrolling "CHECK DPS", but they still didn't know exactly what to due about the surging.
He wouldn't say what was done to the ECM during the update but they are aware of the issues some of us are having.:thumbup: Thanks to all who reported there problems. He did assure me they are working hard on addressing the issue and should have a fix in the upcoming days to give to all the dealers and make public on the BRP website. He said the technical details probably will not be released.
So those of you having issues also don't give up just yet. Some of my faith has been restored and I hope to have my great ride back again.:clap:
:yes:

Chris--That's good news. Hopefully, the follow through will be effective.

Glynnk

 

[nater1]

When I talk to Carlo he was nice

When I talk to Carlo several times with him mostly calling me he was very nice, and respectful. I got the impression he cared about his job, and the success of their product line. But then again I was very direct, and respectful of him. Do not side track from your concern with side comments.

But I recommend, any time you have a problem of any serious concern call BRP direct besides taking it to the dealer. Tell the that facts plain, and simple.

 

[bone crusher]

Guess I'll reschedule...:gaah:
I was going to take her on Saturday and have the update done...

Thanks for the update!

I'm still going...many have no problem at all...I hope I fall into that category and there's no guarantee anything they put on in the future won't do any better...argh!

 

[WaltH]

I am happy that Carlo is giving you such good service. This has not been my experience. I sent him an email on July 26th, with a followup on August 10th and no reply yet.

I had a simple questions about the wheel bearing part numbers being different in 2009 than in 2008. I wanted to know what physical differences there may be relating to the new part number. I was not asking for the secret recipe.

If he is not going to answer my question, then he should say so. This simple task could have been handed off to an intern.

 

[nater1]

I see Carlo's desk with six different piles of complaints.

I see Carlo's desk having six different piles of complaints on it. They are ranked in a fire order, and that is what his education has taught him to do. I am sorry you are up set that he has not got around to your question but as you have read on here he has to solve problems like why someones bike is not running, why someones bike started on fire, why there is a surge issue, why the bike had shifting issue, what is wrong with the steering, and etc. To answer a question about a bearing that is under warranty will be placed in pile 6. You will hear from him so be understanding that he is not a question, and answer guy but a troubleshooting organizer for a team.

I am happy that Carlo is giving you such good service. This has not been my experience. I sent him an email on July 26th, with a followup on August 10th and no reply yet.

I had a simple questions about the wheel bearing part numbers being different in 2009 than in 2008. I wanted to know what physical differences there may be relating to the new part number. I was not asking for the secret recipe.

If he is not going to answer my question, then he should say so. This simple task could have been handed off to an intern.

 

[Batmobile]

I'm still going...many have no problem at all...I hope I fall into that category and there's no guarantee anything they put on in the future won't do any better...argh!

It's true, going by the poll you have a better chance of not having any problems at all. If you do get the surging and need an additional "fix", hopefully it won't be too long.

I didn't have any of the gas smell or running rich like some people had before the update and if that is what the original patch was supposed to address maybe that's why mine is having the surging? :dontknow: Maybe if you have had those issues you have a better chance of not having a problem after the update? I don't know, just guessing.

 

[Batmobile]

When I talk to Carlo several times with him mostly calling me he was very nice, and respectful. I got the impression he cared about his job, and the success of their product line. But then again I was very direct, and respectful of him. Do not side track from your concern with side comments.

But I recommend, any time you have a problem of any serious concern call BRP direct besides taking it to the dealer. Tell the that facts plain, and simple.

:agree:

 

[Lamonster]

I am happy that Carlo is giving you such good service. This has not been my experience. I sent him an email on July 26th, with a followup on August 10th and no reply yet.

I had a simple questions about the wheel bearing part numbers being different in 2009 than in 2008. I wanted to know what physical differences there may be relating to the new part number. I was not asking for the secret recipe.

If he is not going to answer my question, then he should say so. This simple task could have been handed off to an intern.

I agree with Nater1 on this. That's not Carlos job nor do I think he knows the answer. Why not ask your dealer or service manager? I'm sure they would be glad to take the time to find the answer for you.

 

[larryd]

Lamonster, several weeks ago when you had your rear hub bearing problem I thought you had said you ordered both bearing to compare the difference between the 08 and 09 bearings..or mayby I misunderstood?? Sorry about the hack of this thread...larryd :dontknow:

 

[Lamonster]

Lamonster, several weeks ago when you had your rear hub bearing problem I thought you had said you ordered both bearing to compare the difference between the 08 and 09 bearings..or mayby I misunderstood?? Sorry about the hack of this thread...larryd :dontknow:

I ordered the stock bearings (09) and it looked the same as my (08) bearings. I was comparing them to the aftermarket bearings I found on the web.

http://www.spyderlovers.com/forums/showthread.php?t=12932

Here's the stock 08 in the hub and 09 in the packing BRP bearing.

 

[WaltH]

I agree with Nater1 on this. That's not Carlos job nor do I think he knows the answer. Why not ask your dealer or service manager? I'm sure they would be glad to take the time to find the answer for you.

I wish you were right about my dealer. I started with the parts department where they had no idea, no parts to look at, and were not interested in calling BRP to find out. They said it would take an hour waiting on the phone to get and answer, if they could even get an answer. My dealer is not the place to go for answers.

I understand the point you and Nater1 are making. I was being a little selfish in my outlook. I viewed Carlo as a technical information source and forgot he is primarily a problem solver. My curiosity about a change in the rear wheel bearings is not an important issue. If my curiosity continues to bug me, I can always buy a set of the 2009 bearings and compare them to the old 2008 bearings I already have (from Spyder#1). I might even use them if they are not made in China, as are the 2008 bearings.

I want as many problem solvers as possible to focus on finding the real reason for the fires. I hope Carlo has many brothers and sisters.

 

[Lowflyingowl]

So what is Carlos' phone number? I've got a dead Spyder at the moment and may have to call to light more of a fire under the dealer.

Appreciate it!