...we all are aware that negative is posted more than positive, but the ratio is still way off. The 2013 delayed/denied recall is a prime example. IMO in light of the fact that these bikes are not a $50 cheap Chinese POS, BRP should have a dept that is available for communication with the customer, OH, I forgot the end user isn't their customer, the dealer is their only customer.
Bill,
As you know, there are two sides to every disagreement. (I think it was you that suggested there were actually three sides, but I still don't agree with that.
) Let's look at some of the things you said above about the 2013 RT situation, for example...
Delayed Resolution - I actually believe that it took them two years to figure out a reasonable fix that would actually work. Did the NHTSA help them arrive at that point? Sure, but that's what the NHTSA does. Virtually all vehicle manufacturers need the "incentive" of the NHTSA to help them get to the point of ultimate resolution - whether or not a formal government case is filed.
Deniability - In today's litigious environment, large corporations must be extremely careful about admitting fault and responsibility. Otherwise the public would sue them into oblivion. That's just a fact. It's frustrating as heck though, for customers who have to wait - just like in the case of the current D.E.S.S problem.
As for a "department to communicate with customers", of course you realize that BRP does have that. It's the "After Sales Support Team', also known as BRPCare. Your complaint is not that the department doesn't exist, but in how their "front line" people too often go about dealing with customers. And your argument has validity, from my perspective. I've given this a lot of thought, in the past, and here is the conclusion I have come to...
BRP does in fact, seem to be under the impression that the best way to filter out frivolous owner claims is to give owners a hard time up front. They appear to take the position that "serious" and "legitimate" claims will be pursued through that "initial filter' and therefore do ultimately deserve serious consideration and potential resolution. On the few occasions that I have had reason to contact BRP Customer Service by phone, I have indeed ALWAYS been met with a bit of a hassle. Their first position is always, "Go see your dealer." After I've told them I've already done that, they have always been polite to me, but steadfast in their initial refusal to do anything with a phone call - thereafter blaming their position on someone higher up who's job does NOT involve taking phone calls. But... they also have a system for working beyond that point.
Any customer who has a claim denied can email or write to BRP Customer service with a claim dispute. In the case of U.S. customers, the first step is go through BRPCare U.S. headquarters in Sturtevant, Wisconsin, or Spyderlover forum members can email "
[email protected]". You simply give them the facts, along with whatever written support you have, and ask that the claim be passed up the ladder for further consideration. The one time I've had to do that, I went through Sturtevant, and ultimately received a letter from the Canadian home office with a fair resolution that made me completely whole.
I'm not necessarily saying that that is how the system SHOULD work. I don't agree that BRP should put their customers through that "filter". I'm just saying that's apparently their system and it does work, for those willing to pursue it. And that's a LOT better than I can say for some other companies, like General Motors Corporation, for example. :sour:
pps: I went back and re-read your original message and I read right past the word "not" the first time I read it. Sorrys that i misquoted you. Glad you're getting the problem addressed. :thumbup:
