jcthorne
Well-known member
All too often we hear stories of troubles with bikes, troubles with dealer service or troubles dealing with bike companies. This is not that post. I want to tell about a GREAT experience.
On Sept 7th I had that day all bikers fear. No, not the accident thank goodness, the day the bike under them truly fails. I lost power driving my 2015 Spyder F3 down US290 returning home from an amazing 6200 mile bike trip, just 40 miles from home. By the time I could pull to the shoulder, there was a cacophony of mechanical clanks and thuds coming from the engine. The kind we all know spells the end of an engine. That was the bad news. Amazingly enough, everything, and I do mean everything dealing with this issue went right from that point on.
I called BRP Can-Am On-Road roadside service. They were helpful, concerned and got me a bike transport taking my bike to my dealer of choice. They called back several times while we waited and afterward to make sure we were ok. Bike was delivered to Team Mancuso Powersports North in as good a condition as possible.
The next morning I spoke with Kevin Craig, service manager at Team Mancuso. He was very accomodating and concerned. Over the next few days they got my bike in the shop and tore into it to determine what went wrong. Opened a case with BRP under my BEST warranty coverage. BRP asked for some additional tear down to verify what went wrong. Was determined that needle wearings on the oil pump drive shaft and gear had failed. Bike lost oil pressure and failure progressed.
BRP warranty approved the repair but there was no 2015 engine assemblies available. Kevin spent some time researching through BRP Parts and following superseded part numbers, then verifying what he found with BRP service. It was determined that a 2019 engine assembly that was available in parts warehouse would indeed work. BRP authorized purchase of the new 2019 engine and it was shipped to the dealer.
Yesterday I got a call from Team Mancuso that my bike was ready for pickup. I went there to do so, I have to say with some trepidation as to what I was going to find. The bike had been fully detailed and was looking brand new, top to bottom. Kevin spent time with me explaining how the repair process went.
Throughout this process Kevin kept me informed as to what was going on, invited me in to see specifics of what failed, up to date every step of the way. He truly understood my concern for the warranty process, concern for having a bike I could actually travel on with confidence. He was also instrumental in keeping BRP informed with correct information so the warranty claim could be reviewed and approved in a timely manner. His complete professionalism throughout this ordeal made a very bad situation far better.
I would also like to thank Steve, the ace BRP tech that actually did the wrench turning on my bike. Thanks for your attention to detail, and a job obviously well done.
