BRP Customer Service and Warranty

[Max LTD]

Good morning,

I am facing a serious customer service issue with BRP customer service and the dealer that is repairing my RT Limited. BRP first and second level customer service have not been helpfull and will not let me speak to someone more senior in their chain of command. Would someone help me find out how I can communicate with someone at BRP who would be willing to listen ?

Note: I have been extremely polite and patient so far and I plan to stay that way because I believe in great communication to resolve issues !

I have owned 3 Spyder RT so far since 2010 and never 'ever' had any issues with BRP... something is not right here and I need to find out what has changed within BRP !

Much appreciated

 

[oldguyinTX]

BRP is not known for good customer service. Try what I did. Write a letter to the CEO. (I actually wrote two). Mailing a letter to Canada takes a really stupid amount of time, but it eventually got me a phone call & resolution.

Jose Boisjoli
President and CEO
BRP Products, Inc.
762 Saint-Joseph Street
Valcourt, Quebec
JOE 2LO

Be sure to include your VIN#, be polite but firm in describing what the problems are, and what you would like done. Also include your contact information, address, Email, phone number. Best of luck.

 

[BRPcare]

Hi Max,

We are very sorry to hear about your experience. We invite you to give us more details about what happened via email to [email protected] , so that we can look further into this.

Laurence
BRPcare

 

[pitzerwm]

BRP is not known for good customer service.

This is the sad truth, keep us posted, sounds like you have someone's attention, but I wouldn't hold your breath on a satisfactory solution.

 

[Sam Mac]

What is the problem with your RT? What is the problem with your dealer?:dontknow:

 

[Questions]

I'd also be interested in some details. Helps us to understand both sides.

 

[oldguyinTX]

Pretty quick response from BRPcare.

 

[greatrides]

150 plus days in shop

2014 sts vert bad dealer new shop 120 miles away will be the third time back in 2 months! Long story short... I called Brp to many times with not one call back I understand your frustrations. So when it broke again 300 miles from home I was/ done so first step call brp. I asked if someone can call me back how will they help same old story same BS results!! But I was wrong got a call yesterday I could not get to my phone so I'm hoping for a call back Monday. Time will tell but I would not give up keep calling go to a different shop what ever it takes!
Good luck !!

 

[robmorg]

Good morning,

I am facing a serious customer service issue with BRP customer service and the dealer that is repairing my RT Limited. BRP first and second level customer service have not been helpfull and will not let me speak to someone more senior in their chain of command. Would someone help me find out how I can communicate with someone at BRP who would be willing to listen ?

Note: I have been extremely polite and patient so far and I plan to stay that way because I believe in great communication to resolve issues !

I have owned 3 Spyder RT so far since 2010 and never 'ever' had any issues with BRP... something is not right here and I need to find out what has changed within BRP !

Much appreciated

I would take Laurence at BRP Customer service up on his offer, if you haven't already. According to Steven M. (the BRPCare team leader who usually responds on this forum), that is an email address reserved for multi-media users like Spyderlover members. You may want to put it all in a letter and attach it to your email in .pdf format. Tell them everything - what has happened with the bike, what you have done so far, what the dealer told you, why you are not being treated fairly, and especially your experience with lower level customer service reps, and how those conversations have gone. Be sure to tell them why you believe your request is fair. The more information you give them, the more the "higher ups" will have to work with.

Contrary to some of the requests in this thread for more information, I would hold off on that until BRP has a chance to make things right for you. That is often easier for them if you do not make your complaint public.

My experience is that BRP Cares has some REALLY awful entry level reps, who are terrible at customer relations. I don't understand why BRP puts up with that. It's GOT to be costing them some customer loyalty. But if you can get past these entry level guys, you will usually get a fair resolution.

Also, you might want to read this thread. Lots of good info in there about BRP Customer Service.

Good luck with your issue.

 

[Jheck]

Pretty quick response from BRPcare.

After almost 40 years working in the medical field, it has been my observation, that when the CEO's contact information is made public, things get answered pretty fast.