Another Dealer Rant...

[bruiser]

I'm not going to cuss and threaten. Just state our feelings. Took Bruisersbaby's RTS in on Tuesday morning as soon as the dealer opened. It showed brake failure and code C0049. We had just got it out of the shop for 11,000 mile full service week before last. For that we took it in on a Wednesday and they called us Friday afternoon that it was ready. Went by today to check on it, they hadn't even touched it. I asked when they expected to get it in and they said they would try tomorrow. Their tech had an engine job to do. They have three techs but only one Spyder tech. And he splits his time between two stores. When BB got home and I told her she was not happy. We would like to have this fixed before Spyderfest.

She called and told them we would pick it up tomorrow. They called back about 20 minutes later and said they planned on getting it in tomorrow around 10:00 or 11:00. The guy said they had 75 job orders. Believe me, I understand workload. I was a service rep for 24 years. I guess my biggest concern is the attitude. 4 wheelers and PWC comes first to them. I even had the Spyder tech tell me just before Lamonts BBQ last year that PWCs and 4 wheelers had to come first because it was Labor Day weekend. We had taken it in on Tuesday for a new rear tire. Only after I had a discussion with the service manager did they get it done on Thursday the day before we left for the BBQ. We've purchased two Spyders from them. But I guess that doesn't make much difference. We decided to give them one last shot and see if they get it in tomorrow. But this is it.

Friend of mine purchased his Victory from them. He took it in for it's first service and they pretty much did the same thing to him. Took it in on Tuesday morning and didn't get it back until that Friday. Now he takes it to another dealer. I will now too. I will travel the 95 miles one way to another dealer. By the way, I called the other dealer and asked if I could bring it to them tomorrow. Told him what was happening with the Spyder. The service manager said to bring it up and they'll put it on the BUDS while we wait. We called them back and told them what our dealer said but also told them they'll be getting our business in the future.

 

[Pennyrick]

:banghead:

I understand the frustration.

You are taking the correct action but nearly 200 miles round trip is hard to take.

Once you get the machine back, I would think a thoughtful letter to BRP would be in order. They can't police their dealers without feedback.

 

[ARtraveler]

Some dealers just don't get it when it comes to service. That of course will be their loss now. There are two different dealers here, one like you described, and the one I do business with.

Given the fact that you have spent 40 grand or more, you would think they would make an effort to take care of service issues on a timely basis.

This is an ongoing saga with a lot of dealers, and hopefully the bad ones will be weeded out. Service after the sale is their bread and butter, and it blows my mind to see places throw away good business opportunities.

Please keep us posted.

 

[Bob Denman]

It's a shame when it has to come to this... :shocked: Good luck with the new dealer, and we'd like to hear all about them! :thumbup:

 

[Wiredux]

I travel 150 miles round trip to mine. Bruser. There are 2 there. What one did you take it to? I have has good luck mine.

 

[spyderpoop]

service

I bet they would have had anything done you needed on it before you bought it a shame so many dealers have no service after the sale attitude with this company hope you get it fixed and find another dealer

 

[bruiser]

Dan,
They own the one you took yours to as well as the one I deal with, which is their original store. One of the techs quit at the other store, that's why the primary tech has to split his time between the two. Like I said, the biggest complaint I have is their attitude. I stood there today for a good twenty minutes before anyone would even talk to me. There was one customer ahead of me at the counter. After the guy told me they would try to get to it tomorrow, he looked at me and said "sorry about that". I don't know, maybe I'm just expecting too much.

Bruisersbaby e-mailed the other dealer we will now utilize after she had talked to them on the phone. Within 15 minutes she had an answer to her e-mail, from the owner. He assured us he would do everything he could to help us. He also said his is a platinum rated dealer. We'll see.

 

[joet82]

most of the time, brake failure just means that the brake fluid is low. check that first, you might be able to correct it yourself. if it's beyond that, good luck with the dealer.

 

[bruiser]

Brake fluid was checked at the last service and when the failure code showed up. It is right where it should be.

 

[ulflyer]

Bruiser, I guess Winston-Salem is too far from you isn't it?
They have two spyder techs and I've had good luck with them. They haven't started getting backed up yet for the summer rush but will soon.

 

[pickelhead]

I bought my Spyder from the dealer in Winston-Salem and had my 600 mile service done there. They gave me great service there but were 200 miles one way. I have since found a closer dealer. Their senior tech Has probably forgotten more than most techs have ever learned. The dealer I use now is in Greenville, SC. The senior Spyder tech is named Lang. Spyd3r told me how good he was, and he was oh so right! I'm 107 miles com the dealer in Greeneville, but they are worth the 214 miles round trip!

 

[bruiser]

Bruiser, I guess Winston-Salem is too far from you isn't it?
They have two spyder techs and I've had good luck with them. They haven't started getting backed up yet for the summer rush but will soon.

Yeah. Winstom Salem is a good three hours. Thanks anyway.

 

[bruisersbaby]

AND IT CONTINUES

The dealer called, two minutes before their closing time, to let Bruiser know that my ryde was done and can be picked up tomorrow. They told him that they called BRP, and were told to flush the brake fluid since mine is close to 12,000. Remember, however, that when we took it in last week, it was supposed to be a full-service, brake fluid included to be checked. So far, Bruiser has not found this in the service manual, including the one with the new intervals.

We're done with these people!

 

[bruiser]

There is a requirement to change the brake fluid at 12,000 in the old maintenance schedule. Fourteen thousand in the new schedule. So, my question is, shouldn't this have been done on the "full" service just completed on 3/29/13 since there is almost 12,000 on the bike?? They said they called BRP and BRP said it's required at 12,000 miles and since there is almost 12,000 they needed to do it. I guess now I have to check and see that what they said they did on the full service last week was actually done.

 

[SpyderAnn01]

I hate to hear about poor service like you received. I hope you have better luck at the other dealer.

 

[flaggerphil]

This kind of "service" is why I fired the dealer that's only 20 minutes from my house and ride 120 miles round trip to my new dealer. I can't even imagine them telling me it would take 3 or 4 days to do regular service that you had an appointment for.

You'd think some dealers would figure this out, but apparently not...

 

[billybovine]

From my own experience it appears that BRP needs to do a better job of making the dealers adopt procedures to ensure good after sale customer service.

For example my Spyder dealer does not make service appointments. The service manager tells you a day and time to bring it in, but he does not record it anywhere. So if you call and the service manager is not available there is no hope in H*** that anyone else could help you. When you bring it in at the time scheduled it will sit for days without being looked at.

Another example is the service manager does not fill out a work order. This of course leads to something being forgotten or misunderstood. When my trip to the Spyder dealer is 2 hrs round trip, yes coming back tomorrow is inconvenient.

The parts dept. is no better. If it's not in stock they will order it but will not give you any idea when it will come in and when it comes in will not call to tell you right away, only if it sits around for a week and gets in their way.

It does not have to be this way. 15 minutes from my house is a BRP dealer and for some reason was not given the dealership for Spyders. Their after sales service is excellent. When an appointment is made it is kept. Full discussion of what's needed and is put on a work order. If for some reason they are unable to do what you asked or there is a delay they call to explain. When you order a part you are told if it's in stock at BRP's warehouse and when they expect it to arrive. My experience is usually the next day. When the part comes in they call.

BRP needs to do what the auto manufactures did and enforce their dealers provide good customer service.

 

[bruiser]

Picked up BBs Spyder this morning. Cost us another $161.33. That's on top of the $223.78 from last weeks "full" service. Here's what the work order said; Hooked to BUDS and found fail code for low brake fluid. Inspected and noticed fluid was real dark. Flushed entire brake system and re-bleed with new fluid. (Fluid is suppose to be replaced according to BRP every 12,000 miles or two years). What the tech told me, "we called BRP and they said brake fluid is supposed to be changed every 12,000 miles. We figured since you were close to that we went ahead and did it". Apparently they don't know that the new schedule is every 14,0000 or two years. OK so we're over the two years, but this was in last week for a "full" service. Why wasn't it done then??? Instead it took a fail code to get it changed. By the way, the new brake fluid is at the same level as the old fluid was.

Another issue I mentioned when we dropped it off was the switch cluster is very loose. I tried to tighten it myself but it didn't do much. Here's what the work order said; Switch housing is loose even on new units. Removed housing and applied thin rubber to tighten up. Huh? Funny thing is, the switch cluster on my 2012 is tight. I tried a couple of switch clusters while there and they were all tight.

When we picked the bike up I drove it home. There were greasy hand prints on the handle bars and oily marks all down the right side panels on the side of and under the seat. I washed the bike when we got home.

Am I expecting too much???

 

[billybovine]

I don't think so.

 

[CSW61]

We know the feeling. Took the wifes to a dealer about 50 miles away, friendly enough but everytime they worked on it from Oil Change to Limp Home we left with another code showing. So we finaly got all the codes cleared and started taking it to CowTown, What a difference. About 100 mile one way but when you make an app. they get you in and out without having to leave it most of the time. Only thing now is do I use CowTown or PitBull????? :dontknow: