Aaaarrrrrrghhhh!!!!!!

[bruiser]

So, we took Kris' Rt to the dealer at 10:00 this morning. Need new rear tire and have them look at the suspension pump and rear shock. I don't expect them to have a pump in stock but they do have the tire. Then I'm talking to the mech about the RT and he says " Did you bring your cover? It'll be next week before I can even look at it". "You do realize, this is a holiday weekend and I have watercraft to get out". :cus: :gaah: I went back this afternoon and spoke with the service manager and explained that I need the RT by NEXT Tuesday for a 900 mile round trip starting Wednesday. I also said that if he can just troubleshoot the suspension while the rear tire is off and order parts I'm fine with that. He said he would see what he can do and call me tomorrow. So a question begs, how long does it take to change a :cus: tire??????? I purchased two RTs from these folks, they're good folks to deal with, but the service side sucks when it comes to motorcycles and Spyders. The next closest Can Am dealer is 83 miles one way.

 

[flaggerphil]

I had a dealer like that only 20 minutes from me. I fired him and now go to a dealer that's about 50 miles away. Well worth it, to me.

 

[Camdenlake]

Not cool. That is exactly the reason the closer dealer to me did not get my business they are way more concerned about the marine side. I would chat with the service manager and hint at going somewhere else if they are too busy? Somtimes works somtimes not. Might be worth the 83mile drive thats a touch less than the dealer i go to he is about 150miles ish. Nice ride though .


Josh

 

[ARtraveler]

Can I say welcome to the club :roflblack: This has been an ongoing complaint by many members.

Beginning this year, they got a new service manager at my dealer and also wanted to "play the game" with me. I previously had next day or immediate service. PS. I always made an appointment for non-emergency issues. We had the go around once and I had a friendly talk with the owner--we have the problem solved for the moment.

The same happened with my wanting to order the comfort seat for the other RT. The parts people wanted a $600.00 deposit up front. I told them I would order it from the internet and they would lose the sale. The owners spouse called me about a half hour after I got home and apologized and said they would order the item with no deposit down. I have never had to place a deposit on any ordered item before, and I have never stiffed them or returned anything I ordered. Always there, usually within 24 hours to pick up my order.

I have been making purchases from this company since 2001. 3 Kawasaki's and and now 4 Spyders. That's way over 150,000 in purchases and I am not even thinking about farkles and service costs on top of that.

Dealer personnel don't realize that a little customer service goes a long way. If the other dealer was not even worse, there would have been a different outcome here.

 

[Arr MiHardies]

I always call and schedule service at least a week ahead of time. When I do I expect my machine done and ready for pickup by the following day at latest, and my dealer has never let me down. Luckily I've never had an issue where my machine was unusable, so the handful of times a part was needed, I'd place the order and come back for service when it had arrived.

Did you drop in for service unannounced? If so, those people that were there first or who had appointments should rightly be getting the priority. It's called waiting in line folks. If you did have an appointment however, you are right to be upset. Same as if they service someone's machine that came in after yours.

But I think a lot of people drop in out of the blue for oil changes and the like like most of us are used to doing with our cars at a quick lube and expecting instantaneous service.

 

[Arr MiHardies]

By the way, a title like that is sure to catch my attention.

 

[JaymeG33]

Sounds like the dealer we bought ours thru. Needless to say we switched.

 

[Recluze]

So, we took Kris' Rt to the dealer at 10:00 this morning. Need new rear tire and have them look at the suspension pump and rear shock. I don't expect them to have a pump in stock but they do have the tire. Then I'm talking to the mech about the RT and he says " Did you bring your cover? It'll be next week before I can even look at it". "You do realize, this is a holiday weekend and I have watercraft to get out". :cus: :gaah: I went back this afternoon and spoke with the service manager and explained that I need the RT by NEXT Tuesday for a 900 mile round trip starting Wednesday. I also said that if he can just troubleshoot the suspension while the rear tire is off and order parts I'm fine with that. He said he would see what he can do and call me tomorrow. So a question begs, how long does it take to change a :cus: tire??????? I purchased two RTs from these folks, they're good folks to deal with, but the service side sucks when it comes to motorcycles and Spyders. The next closest Can Am dealer is 83 miles one way.

Is their Service Manager Helen Waite? As " bring your bike in then go to Helen Waite"

I spent close to $200K with the dealer I bought my Spyder from. At one point he had the bike in the shop for about four months and then delivered it back to me with low oil pressure.

I now have an out of warrenty Spyder and I am much happier with that. Eventually I will have to go to a dealer as this is the nature of the beast. But I will go to one that deals in over-the-road vehicles. Not someone that sells two stroke outboards and has the Spyder as a side line. BRP really did a poor job in selecting its dealers. They would have been years ahead in selecting reps who dealt in motorcycles exclusively. Having a jet ski in the shop for a long time is one thing. The same dealer managed to ruin another Rotax engine in my jet ski also. Don't talk to me about the reliability of the Rotax engine because they are only as good as the mechanic working one them. In my case I went through four before I sold everything with a BRP logo on it. I am back because of the exceptional engineering in the Spyder and because there is no real competition in this area.

 

[Firefly]

I always call and schedule service at least a week ahead of time. When I do I expect my machine done and ready for pickup by the following day at latest, and my dealer has never let me down. Luckily I've never had an issue where my machine was unusable, so the handful of times a part was needed, I'd place the order and come back for service when it had arrived.

Did you drop in for service unannounced? If so, those people that were there first or who had appointments should rightly be getting the priority. It's called waiting in line folks. If you did have an appointment however, you are right to be upset. Same as if they service someone's machine that came in after yours.

But I think a lot of people drop in out of the blue for oil changes and the like like most of us are used to doing with our cars at a quick lube and expecting instantaneous service.

:agree:

Whenever I have needed service at my local dealer, it has been scheduled and they understood I would be waiting in the lobby for the work to be completed. Once I left it for 4 days for a DPS replacement. No way am I dropping a bike off and have it sit for a week before they even take a look at it. I've been firm on my needs and time I expect to pick my Spyder up.

For the original poster..... they should be able to swap the rear tire in under 2 hours... easily.

 

[Texmac1011]

Jeez, I feel like the minority. I try to schedule ahead of time when I can, but twice I have dropped by for an immediate problem and they looked and fixed right away. I bought 1 spyder and do most of the maintenance, so I'm no VIP. Just good customer service!

 

[BLUEKNIGHT911]

LOYALTY TO CUSTOMER

Well so much for the long held theory that you should always BUY YOUR SPYDER from the dealer who is going to service it ...otherwise they might NOT give you GOOD SERVICE......YEA RIGHT !:roflblack::roflblack::roflblack::roflblack::roflblack::roflblack::roflblack::roflblack::roflblack::roflblack::roflblack::roflblack::roflblack:.......Mike

 

[ARtraveler]

Like everything else--it appears that the times and the things--they are a changin.

 

[jScotD]

maybe they are overwhelmed.. 4 months waiting time? I thought that only happened with Jaguar XJS's

 

[bruiser]

I had an appointment, worked it out with them two weeks ago. I don't just drop in expecting service on the fly on any of my vehicles. As I said, these are good folks, they just need to get better service. I'm in the service business. Our company policy is that when we get a service call, we call the customer within two hours. We're on site within 24 business hours. For warranty we need to be on site by the next day. We also work on competitive equipment with the understanding that it may take us up to a week to get parts for that particular machine if none of our parts will work on it. We are factory direct service for our branded equipment. We've been through this before and I agree that BRP could do a better job of ensuring their sales partners provide acceptable service to it's customers.

 

[coz]

no dealers in cincinnati

the only dealer around here is 30 miles north in middletown. if you bought from them, they are a few weeks out. if you didn't buy from them they are many weeks out. i don't look forward to the day that i have to go there.

 

[daveinva]

Hey, look on the bright side: with three wheels, you can ride all winter long, and the line to service jetskis and other motorcycles will be shorter.

Alas, then it becomes *snowmobile* season for a lot of folks... can't win!

 

[Bob Denman]

:gaah: This can just drive you NUTZ! YOu could try telling them that if the bike isn't ready for the trip; they'll be supplying you guys with a loaner for the duration... :shocked:
That might just get their attention.

 

[murphybrown]

Dealers so close..wow you guys are SPOLED!!!

Sorry I just had to :roflblack:. You have to travel "that far" i.e. 20-50 miles!!! Just saying: I am 169 miles one way from my dealer...most times with a scheduled appointment I am there when they open at 9 and depending what needs to be done back home by dinner time....and for me the sad thing is the elderly (hehehehe older than me!!) couple who have made this business a success since the '70's are retiring and selling. Their Can-Am Spyder dealership will be gone...my great tech will be going to work (hopefully) at a dealership in ID that has been talking to BRP about handling the Spyders...but that means I will now have to travel over 200 miles one way...
That is the beauty of living (literally) in the middle of the great state of WA...I get a great Spyder ryde just to get my oil changed!!!!:yes::yes: Heck I am already planning on my Spring oil change at Cowtown :yikes: (Spyderfest 2013..whoop, whoop)..so no complaining about how far I have to ryde to get service on Ms Spyder....
Everyone have a great day and find time to ryde....:clap:

 

[dannymax]

Service and reputation are everything when you're working for the public.

The solution to poor turn around time seems simple to me....give your service guys more hours! It's fine for the sales people to have 'bankers hours' but if the service guys can't keep up with the work load then they need to spend more wrench time.

I worked a lot more 16 hr days than 8 hr ones in my little tank-testing business, and, after the first couple years of getting it off the ground, I never put a nickel into marketing or advertising.

If these dealers go into business to make money.....why do they leave so much of it on the table?

 

[Tigger]

I totally understand the issues here. I wouldn't trust the dealer whom I bought ours from to even touch the bike (100 miles away).:lecturef_smilie: The dealer that is only 3 miles from my house, yes 3 miles, is horrible and can't be trusted to perform the work that you bring it in for. :banghead: ...So next up is Cowtown (120 miles). I hear good things on this board about them. :clap: