Bad experience with BRP customer service today

[Captain Fin]

:chill:
:banghead: I called BRP customer service today about my alignment issue on my new can am RTS. I found out from the Rep. that the south Miami dealer had not yet reported to BRP that the alignment issue had not been resolved or sent the Photos of the excessive tire wear. My can am has been in the shop Three times with alignment issues and the new front tires are worn out at 900 miles. BRP said I may go to any can am dealer for service and gave me the phone numbers for the Davie and Pompano Beach dealers. The Pompano Beach dealer said they do not do alignments. The Davie dealer said that alignment was not convered under the BRP warrenty and that I would be responsable for the cost of the repair even on a new bike. Now I am angry. I am finding that being civil does not work with BRP. I called back and told them about what their dealers had to say and that I intended on contacting a Florida lemon law attorney. They are now assigning a senior Rep. To my case. I am still waiting on the call!

 

[Ivorspyder]

Try Broward Motorsports in Davie or Palm Beach.I have not taken my Spyder there yet but did take my Goldwing to Palm Beach and found the service good.

 

[BajaRon]

Try Broward Motorsports in Davie or Palm Beach.I have not taken my Spyder there yet but did take my Goldwing to Palm Beach and found the service good.

This isn't going to help unless these dealerships are familiar with and set up to do an alignment on a Spyder. There is good service and then there is competent service. You don't necessarily find both at the same place. Expecially when you are talking about a one of a kind service as is alignment on a Spyder.

The bottom line here is that it appears this Spyder came from the factory with a misaligned front end or something happened to it shortly after delivery to the customer.

Unless the dealership can find owner induced damage, this has to be a warranty issue. Unfortunately, someone needs to step up to the plate and get this corrected.

A simple matter like this should not cause a black eye on the entire Spyder line and corporation. But it does.

If Lamont and I can align a Spyder in his garage, you'd think a dealership could find a way to get it done. It's not rocket science. It just takes someone with some skill that wants to get it done right.

 

[CyncySpyder]

Hot off the press vía coconut telegraph!

pps::yes::yes: Just got a call from south Miami dealer that BRP has. aproved another set of front tires and alignment. I was told that BRP has givin the mechanic some new tips on alignment. I still dont feel warm and fuzzie. Only time will tell. I hope BRP doesn't run out of tires. Now we go for alignment attempt four.

I copied this from a new post that he just made, so hopefully with the Tech. Line now involved lecturef_smilie:Should have been a long time ago IMHO:lecturef_smilie they can get this solved and get the owner back on the road to happiness:yes:​

 

[Captain Fin]

Broward Motosports in Davie said alignment would be at my expense. Not warranty.

:banghead:

Try Broward Motorsports in Davie or Palm Beach.I have not taken my Spyder there yet but did take my Goldwing to Palm Beach and found the service good.

:banghead:"click:"click:

 

[Kratos]

This isn't going to help unless these dealerships are familiar with and set up to do an alignment on a Spyder. There is good service and then there is competent service. You don't necessarily find both at the same place. Expecially when you are talking about a one of a kind service as is alignment on a Spyder.

The bottom line here is that it appears this Spyder came from the factory with a misaligned front end or something happened to it shortly after delivery to the customer.

Unless the dealership can find owner induced damage, this has to be a warranty issue. Unfortunately, someone needs to step up to the plate and get this corrected.

A simple matter like this should not cause a black eye on the entire Spyder line and corporation. But it does.

If Lamont and I can align a Spyder in his garage, you'd think a dealership could find a way to get it done. It's not rocket science. It just takes someone with some skill that wants to get it done right.

The guys in the forum world surpass most dealer mechanics because they have a love for the product, and study it down to its core. Most dealerships and their mechanics don't share that enthusiasm so they don't seek to know the details and just do what is "common" problem shooting.

How many times has anyone experienced getting some info off the forum, took it to their dealer, and he had no clue what they were talking about?.........Countless.....

 

[MikeinGA]

:chill:
:banghead: I called BRP customer service today about my alignment issue on my new can am RTS. I found out from the Rep. that the south Miami dealer had not yet reported to BRP that the alignment issue had not been resolved or sent the Photos of the excessive tire wear. My can am has been in the shop Three times with alignment issues and the new front tires are worn out at 900 miles. BRP said I may go to any can am dealer for service and gave me the phone numbers for the Davie and Pompano Beach dealers. The Pompano Beach dealer said they do not do alignments. The Davie dealer said that alignment was not convered under the BRP warrenty and that I would be responsable for the cost of the repair even on a new bike. Now I am angry. I am finding that being civil does not work with BRP. I called back and told them about what their dealers had to say and that I intended on contacting a Florida lemon law attorney. They are now assigning a senior Rep. To my case. I am still waiting on the call!

Like the old saying: A Motor Vehicle Is Only AS Good AS It's Availability To Get Parts And Service. A good manufracture would give you a Spyder RT to use till they can get yours fixed. I think it would be a good idea for BRP to make a alignment jigs and give them to 2 or 3 of there best shops per state. That's IMHO.

Mike

 

[ARtraveler]

I hope you get your issues solved. I personally don't like it when the ball keeps getting passed back and forth, and the customer is stuck in between.

opcorn:opcorn:opcorn:opcorn:

 

[NancysToy]

I'm not too sure why this is a "proble with BRP Customer Service." It is certainly a problem with the dealer. BRP Customer Service seems to have responded, though. I do hope you get your problems fixed ASAP, but let's throw the rocks at the guilty party, not someone who seems to be trying to help.

 

[bruiser]

Customer service is only as good as the training they receive. And the pay usually isn't that great either. I hear from my clients all the time how bad the custmer service line at the company I work for is when it really isn't. If you can't get satisfaction from the CSR always ask to speak to tech support. You may have to hold for awhile longer. Another suggestion, always have the correct information, model, serial number, and as close to exact problem as possible. It's amazing how many calls I get with the problem being "not working correctly". That really doesn't help me understand your problem and just irritates the :cus: out of me. And when I have to go behind that great mechanic from another company or your ace mechanic and undo what they did just to get to the original issue...

 

[Arr MiHardies]

Customer service is only as good as the training they receive. And the pay usually isn't that great either. I hear from my clients all the time how bad the custmer service line at the company I work for is when it really isn't. If you can't get satisfaction from the CSR always ask to speak to tech support. You may have to hold for awhile longer. Another suggestion, always have the correct information, model, serial number, and as close to exact problem as possible. It's amazing how many calls I get with the problem being "not working correctly". That really doesn't help me understand your problem and just irritates the :cus: out of me. And when I have to go behind that great mechanic from another company or your ace mechanic and undo what they did just to get to the original issue...

I hear you! i get the "it's broke, fix it" service calls all the time.

 

[Jeriatric]

Type of service provided by BRP's dealer network.

Dealers may be independent agents but BRP grants them the privilege of being one.

IMO - It is BRP's responsibility to make sure their dealer network is committed to providing an acceptable level of service.

 

[SPYD3R]

i'm @ 22,000 miles, and my 2nd alignment... i'm told that "uneven wear is the way the bike was designed".... SORRY JUNIOR, but that does not satify me... mine wears on the inside of each front tire... the OEM's lasted just 10K, and now i have KUMHO's that are rated at 740 UTQG, or 80,000 miles... the inside thread is now half gone, outside shows ZERO wear.... it cost me ANOTHER $84 last week and i'm getting a little tired of this run-a-round.... i do know that there is 'no' camber adjustment on these... what i do is have the tires switched from side-to-side every so often... but that again cost buck$......

:chill:
:banghead: I called BRP customer service today about my alignment issue on my new can am RTS. I found out from the Rep. that the south Miami dealer had not yet reported to BRP that the alignment issue had not been resolved or sent the Photos of the excessive tire wear. My can am has been in the shop Three times with alignment issues and the new front tires are worn out at 900 miles. BRP said I may go to any can am dealer for service and gave me the phone numbers for the Davie and Pompano Beach dealers. The Pompano Beach dealer said they do not do alignments. The Davie dealer said that alignment was not convered under the BRP warrenty and that I would be responsable for the cost of the repair even on a new bike. Now I am angry. I am finding that being civil does not work with BRP. I called back and told them about what their dealers had to say and that I intended on contacting a Florida lemon law attorney. They are now assigning a senior Rep. To my case. I am still waiting on the call!

 

[hecoon]

i'm @ 22,000 miles, and my 2nd alignment... i'm told that "uneven wear is the way the bike was designed".... SORRY JUNIOR, but that does not satify me... mine wears on the inside of each front tire... the OEM's lasted just 10K, and now i have KUMHO's that are rated at 740 UTQG, or 80,000 miles... the inside thread is now half gone, outside shows ZERO wear.... it cost me ANOTHER $84 last week and i'm getting a little tired of this run-a-round.... i do know that there is 'no' camber adjustment on these... what i do is have the tires switched from side-to-side every so often... but that again cost buck$......

i had the same tire wear on my 08 spyder.
dealer said it was the way it was made and couldnt be aligned.

i took it to a mech at tire kingdom and he used a string and a board to align the tires.

i now have over 40k on bridgestones on the front.

the dealer here in jax fl just doesnt know how to do chit

 

[Captain Fin]

Captain Jim Stanger with Smooth Spyder stopped by Gilberts Resort

i had the same tire wear on my 08 spyder.
dealer said it was the way it was made and couldnt be aligned.

i took it to a mech at tire kingdom and he used a string and a board to align the tires.

i now have over 40k on bridgestones on the front.

the dealer here in jax fl just doesnt know how to do chit

Captain Jim looked at my spyder and agreed that I have a severe alignment issue. I asked him what dealer he used on his 08 spyder and he said he did his own service. His spyder looks better than what You would find in the show room. You can see the love and pride they have for the spyder. In an e-mail from BRP customer service they stated that all the mecanics certified by BRP are well trained and competant. Also they stated that I could go to any can am dealer for service. These are both false statements.

 

[capt.jim]

Captain Jim looked at my spyder and agreed that I have a severe alignment issue. I asked him what dealer he used on his 08 spyder and he said he did his own service. His spyder looks better than what You would find in the show room. You can see the love and pride they have for the spyder. In an e-mail from BRP customer service they stated that all the mecanics certified by BRP are well trained and competant. Also they stated that I could go to any can am dealer for service. These are both false statements.

Yes, that was the worst alignment ever, the wear bars are almost flush with the tires at 900 miles, the tires are feathering so badly you can pull pieces of rubber off the edges of what is left of the tread blocks. As you stated, the mechanic said he had no tools or knowledge of alignment procedures and just adjusted it so it didn't pull to one side anymore. I would check out an auto alignment specialist just to get his thoughts since there doesn't seem to be a competent dealer close by, they do it everyday and it may be a piece of cake to him. BRP should at least train their factory assemblers better so they are at least aligned correctly when they leave the factory if they can't be assured of their dealers competence.

 

[NancysToy]

It is shameful that any dealer would take that approach! The procedure is in the shop manual, which is not only available to them in written form, but also on their computer. In addition, BRP dealer tech support is more than willing to talk them through the procedures...if asked, either on the phone or by email. The "tools" are available at any home improvement store. My dealer had to go to Menards to get them. It is unfortunate that this dealer is such a dud. I'd be calling around and talking to the service managers at other dealerships, to find someone interested in curing the problem and looking up the procedures. Then I'd contact BRP again and have them contact that dealer to pave the way.

I doubt that an automotive alignment shop can help. The tools are different, the Spyder won't fit their rack, and they would need the procedure and specs, too. You can get a rough idea of the toe-in with two 2x4s or lengths of aluminum angle placed against the tires, but that is not accurate and has no way to check the steering center, since the dealer screwed that up already. If ever this needed a tech from Wausau, this is the time. BRP, if you are monitoring this, Captain Fin needs some help...fast!

 

[Captain Fin]

I plan to visit Lamonster for alignment if he can working me in.

I hear you! i get the "it's broke, fix it" service calls all the time.

If Lamonster can do the alignment for me, I plan to make a trip to his shop. The south Florida dealer is waiting on tires from BRP and is going to realign again. I can not travel on the spyder as is. It would not be safe. Im beginnig to see a trend on this site that if you own a spyder, you need to be prepared to service it yourself or get help from other spyder owners. It apeares that BRP has very little control over their dealers. The dealers are truely independent!

 

[NancysToy]

Based on what your dealer has already done, and on the 900 mile tire life, I would not let the dealer do yet another alignment, unless he is prepared to read the shop manual and buy a few simple tools. I would also not want to ride as far as Lamont's, or even another dealer that is very far away. Do you have access to a trailer? That would be the best way.Maybe another Florida owner can recommend a competent dealer. I agree that your Spyder is unsafe. BRP needs to know that, and get you a fix ASAP.

 

[bullant12]

In an e-mail from BRP customer service they stated that all the mecanics certified by BRP are well trained and competant. Also they stated that I could go to any can am dealer for service. These are both false statements.

:lecturef_smilie: Not to start an argument here... but to the OP, where do you base this? I have taken mine to 2 separate dealers, and others around my area have even towed their :spyder2: to other dealers for better workmanship and treatment, all under warranty.