BRP Customer Service

[boborgera]

2 cents is more than this post is worth.I guess you must be one of those people who believe everything they read on the INTERNET.Forums like this are like the doctors office mostly the small percentage of the people with sick spyders post their problems.There's a lot of great info. on this site but you have to sift out the good from the bad.Check out any forum online for any power sports product and you will see the same sort of complaints.Armchair quarterbacks are a dime a dozen.:gaah:

:lecturef_smilie:
I felt the same way, have my Spyder over two years 13,000 miles.
Only been in the shop for 20 minutes in all that time [recall]
BUT if i couldn't fix all the problems i had myself and had to bring it into the shop every time, and wait for parts that 20 minutes would be months.
Right now my Spyder is in the shop for two weeks with something i can't fix [ECM] Parts on back order.

 

[smoothride]

service

I don't get it!:dontknow:

i email yesterday for an info, i included my phone number and got a call back within a few hours...

So far brp gave me a pretty good service. i own a skidoo, marine engine evenrude and now a spyder. i always being pleased so far.

 

[Smylinacha]

Maybe they have more than two reps but who knows - It just "seems" that way since we only hear of Carlo's name mentioned here and it was the first time I've seen someone named Nancy mentioned.

I mean BRP isn't a rinky dinky small company, they shouldn't act like it - specially when it comes to customer service.

Certain dealers have to step it up also. Not mine - I love mine but from the stories I am reading on here, some of these dealers are dopes.

Good points...they should be expanding their staff so that they can handle more of the customer service issues. As more bikes get on the road, it only makes sense that there will ultimately be more problems...the company should be dealing with this fact as it grows...

 

[Jornie1]

Customer Service

I must say that even though my RT SM5 problem brought on a 48 day stay in the Spyder hospital, I have gotten excellent customer service and support from BRP. Initially, very frustrating delivery confusion was eventually handled by Stephane Bertrand BRP district Sales Manager... and I mean things happened quickly after he got involved. Then, with my now infamous 48 day clutch problem, I have to say that the customer service was excellent through my dealer, Sun Sports Cycle & Water Craft, in Ft. Myers, FL. It took while as my problem was, (so far as I can determine), a one of a kind transmission/clutch problem. During that frustrating episode, I received two calls from Carlo. I received regular update reports on the status of my Spyder, from my now Spyder tech buddy Brad up to the GM. As an owner I couldn't ask for much more than that... So, you would have to put me in the very positive column for customer service!! :2thumbs:..Len

Sorry to beat a dead horse, but has anyone ever had a response from Customer Service?

I called this morning at 9:35 (they open at 9:30) and received the standard "due to call volume" response. I've also sent several email messages, non of which have ever been answered.

When you pay close to $30K for a bike I'd think that some customer service would be offered.

Is there some secret to getting answers from BRP?

Mike

 

[boborgera]

:dontknow:
I don't understand, Someones Spyder is held hostage waiting for parts on back order,weeks sometimes months, your Spyder is finally released, then you fall in love with BRP/CARLO. Do most people who have a Spyder in the shop for long periods catch.
'' Stockholm Syndrome '' :yikes:

 

[altonk]

Only had one problem so far, oil pressure sensor leak. had it towed in, dealer said sensor was on "backorder" , see you in a couple weeks. I called BRP, opened a ticket and 3 days later sensor was there and bike was ready. Great service from BRP. I suspect that backordered parts are a front for we can't get around to it from the dealer. It's easy to blame BRP for the delay.

In general the spyder has been trouble free for such a new model.

 

[musicarcade]

:dontknow:
I don't understand, Someones Spyder is held hostage waiting for parts on back order,weeks sometimes months, your Spyder is finally released, then you fall in love with BRP/CARLO. Do most people who have a Spyder in the shop for long periods catch.
'' Stockholm Syndrome '' :yikes:

Yeah I guess they do.
I waited Jan/Feb/March for my steering DPS issues to be fixed. 2 DPS relacement a GPS, a SAS, and a few other letters I can't remember...
got it back in April and rode vfor 2 solid months and was happy as a clam and all was right in the world.hyea:hyea:
I appreciated Carlo's calls. Eventually BRP took the spyder dealership from that dealer as they were not making it happen.

Now, it's been 6 weeks on this current problem. They thought they fixed it on June 15, but when I pulled over and stopped on the way home it wouldn't start back up and was trailered the next day. I called Carlo the following day and recieved a message stating he would be out of the office travelling to Chicago and then taking a vacation and would be back in the office on July 6.

I KNEW RIGHT THEN that NOTHING was going to happen to my Spyder until AFTER July 6. I tried calling the other numbers but all I got was either they were closed for Jean Baptiste day, Canada day, or because it was a Monday. The other days I got "all agents are busy call back later"

It wasn't until Carlo returned that things began a slow move. He called me the wed. of his return, on Thurs, I get a call from the dealer ststing that BRP wants to change out the DESS module. Today, a week later they have that part and are (hopefully) installing today. I am hoping this will resolve my issue.ray:

I'm not sure how it works for dealers service centers, but it seems that since it is warranty work and they bill brp for it, they only allot x amount of time (say maybe an hour) for the tech to diagnose the issue. If it can't be fixed in that time period, they have to go to BRP in order to approve mor billable hours. That's the only reasoning I have as to why they would want a non-repaired :spyder: taking up space for weeks on end.:dontknow:

I DO know that when I went to pick up my spyder and (almost) drove it home, I was in heaven. My spyder seemed to be runn9ing better than ever. My friend that drove my car back for me could see me pumpin my fist in the air and yellin "YEAH! as I was thrilled to be on 3 wheels again.
But then I went and turned it off and it never started again:gaah:

 

[Raptor]

BRP Customer service is non-existent. I have called and called... and called and NEVER ONCE have been able to actually speak with a human being. All I get is this rather rude recording basically telling me to shove off. Emails simply do not get replied to. I have had Sport Rack and Back Rest parts on back order for over a month now and all I want to know is what the :cus: problem is.

I keep hearing about this mysterious man named "Carlo" but I can't seem to get a hold of him. Now I hear mention of a Nancy. How do you get to these people? Do you have to be part of a special group or something? I mean really, let's call it what it is, and it is Bulls---t.

My dealer has been really good to me so far and they are calling constantly trying to find out anything they can, but even they are not getting anywhere. They know that at some point I am just going to ask for my money back and they don't want that. Could they be lying to me? Perhaps, but unless I can actually speak to someone from BRP, I have no way of knowing do I?

Now understand that I absolutely love this Spyder of mine, and I am very glad I bought it. But I get scared sometimes that if something goes REALLY wrong and I have to rely on BRP for support, I'm had. This is not a toy for me; this is a dual-purpose machine. I have fun with her but I rely on this vehicle to get to work as well.

So if BRP wants to be a player in this market space they need to step it up big time. What is happening now is not acceptable.

 

[musicarcade]

..............Now understand that I absolutely love this Spyder of mine, and I am very glad I bought it. But I get scared sometimes that if something goes REALLY wrong and I have to rely on BRP for support, I'm had. This is not a toy for me; this is a dual-purpose machine. I have fun with her but I rely on this vehicle to get to work as well.

My :spyder: is/was supposed to be my main vehicle as my Subaru wagon has 150k on it and I want to keep it for several more years. It would be wise of you to have a plan B on handnojoke

 

[FANG]

Not saying that BRP doesn't have issues - but there is more than 1 problem. Not just cumstomer service. This has all been hashed out in past threads.

1. BRP has no part distribution center in the U.S. All parts are shipped from Canada - I have been told by my dealer that minimum 5 days to get parts - with customs and such.

2 BRP dictates to the dealers what parts need to be changed out and in what order. They do not have all the part available that may fix the problem. It is a piece meal project. eg let say VSS fault code -- lets try a Gear Position Sensor -- minimum 5 day on parts then shop time. Doesn't fix problem then BRP has to decide what to try next (not the technician) again 5 more days. This time all adds ups.

3. Large volume of DPS and ECM failures (parts I am sure BRP contracts out) have strained supplies - BRP demand solution to problem from their supplier and the suppliers dedigners and engineers have to strudy the problem...

Is this making any sense. Not making excuses but this product is only 2 1/2 years old -- has not been around as long as Honda, Harley and others.
Groing pains. I have faith that this is a good company wanting to put out a good product. While I agree need more than 1 rep -- I guess that would only mean that someone else would be there to tell you BRP is working on the problem. :gaah:

 

[mxz600]

I don't remember the exact days but, I emailed Carlo one morning and he called me the next day. After I explained my problem he was in contact with my dealer and he called me a couple of times with updates. After my Spyder was finished he called me again to ask if everything was OK and working to my satisfaction. I was very pleased and impressed with Carlo's efforts to help with my problem.
I do agree that there are problems with the system breaking down between BRP and their dealers. I hope it all gets straightened out sooner rather than later.
We have become a very demanding society, we what things done right, and done right now. With todays technology we expect everything to be perfect and it's just not the case. Remember BRP is new to this everyday type of vehicle, they are a powersport company and a very good one at that. There is a learning curve BRP has to go through to get all of this right. I wonder how well Harley, Honda and all the others did with the first 20,000 or so bikes they built. Anybody with any age to them at all has to remember Harley back in the day. You rode them for a week and then went over the whole bike tightening every bolt. They ran rough, started hard most of the time, left oil wherever it was parked, but it was a made in America Harley and life was good.

I just want to clear up the first paragraph in my post. It makes it sound like I was without my Spyder for days, weeks or months. That is not the case at all. I had a DPS issue and the dealer said my bike was fine. Enter Carlo. He called my dealer and told them what to replace. Took it to dealer on a wednesday evening, thursday they called and said part was backordered. Picked it up that day and took it home and rode it until the part came in. Carlo called a couple of times with updates on when the part would arrive. It took about ten days for dealer to receive part. Same routine, took it up wednesday and picked it up thursday. I have owned my Spyder since April of '09 and have missed riding it a total of maybe three days while it was at the dealer for DPS fix and regular maintenance. I know I am lucky that I have a good dealer that is less than 20 miles from me. I call them for an appointment, they work me in within a couple of days, and I can get it back the same day.

 

[NancysToy]

:dontknow:
I don't understand, Someones Spyder is held hostage waiting for parts on back order,weeks sometimes months, your Spyder is finally released, then you fall in love with BRP/CARLO. Do most people who have a Spyder in the shop for long periods catch.
'' Stockholm Syndrome '' :yikes:

Call it what you wish. My Spyder was in the shop for many weeks. If it had not been for Carlo and Kurt, it would have been many more. Yes, I am grateful...and I believe in giving credit where credit is due.

BRP Customer service is non-existent. I have called and called... and called and NEVER ONCE have been able to actually speak with a human being. All I get is this rather rude recording basically telling me to shove off. Emails simply do not get replied to.

To contact BRP Customer Support, follow the instructions in this link. Do not call or email on a Monday or the weekend...unless you want delays in answering. Same goes for Canadian holidays. Include your VIN# in the subject line or phone message.

As to support for orders for accessories, I don't know how successful you will be. I think the support lines are set up mainly to assist in repairs.

 

[MoonChaser213]

BRP opens their phone lines at 9:30. I had the phone in my hands at 9:28 and got at person at exactly 9:30. I opened a case , with Jen, not Carlo, using my vin number. I have a feeling that my Spyder was left out in a storm today. I hope not , but I would be surprised if they put her up.

 

[buckey48]

:lecturef_smilie:
I felt the same way, have my Spyder over two years 13,000 miles.
Only been in the shop for 20 minutes in all that time [recall]
BUT if i couldn't fix all the problems i had myself and had to bring it into the shop every time, and wait for parts that 20 minutes would be months.
Right now my Spyder is in the shop for two weeks with something i can't fix [ECM] Parts on back order.

Not every one who buys a Spyder has the expertise to fix problems themselves.

Where I live you can't even work on a vehicle even an oil change.

Don't get me wrong, I would probably love riding a Spyder (thanks Speedsports and Eastbay Motorsports it hasn't happened)
I don't know if either dealer would give you prices for routine maintenance.

The post here saying $2k for a 12000 mile service is a joke, think this would be and exception.

 

[buckey48]

I usually don't reply unless I feel strongly about the topic and this one I do.

If BRP EVER wants to become a MAINSTREAM bike manufacturer they NEED to get this customer service problem SOLVED. I am not saying that you make one phone call & everything is hunky dory. You should be able to make ONE phone call durring normal buisness hours (at least) and talk to a live person who at LEAST can give you SOME answers on basic things.
( I am not even going into the parts back order nightmare.)

With all the advertising lately they are at a crossroads. Awareness is way up and if they can't get this straightened out they will blow this chance and will never become mainstream. They keep treating this like a recreational product. That is not going to work with the public that treats this like everyday transportation bike. Thats what they are advertising this as anyway. People want answers not voice mail bulls--t.

BRP please think about this. That is what we americans want and dare I say most customers around the world want.

Its time to step up to the plate and become MAINSTEAM!:lecturef_smilie:

Very well said.:2thumbs:

 

[buckey48]

All manufacturers have their issues when they come out with a new line. The Spyder is no different. The fact is that the vast majority of owners have no issues...but, as is usually the case, those who do make quite a noise.

I would buy a Spyder again and again. I have a 2008 and haven't had any serious issues....really, the only issues I've had are likely due to the things I've done (and have had done) to the bike.

I don't think there are as many flaws as you are reading about. Hey, the new iPhone has been rated poorly by Consumer Reports, but that is not slowing down the purchasing of the thing...there is an antenna problem...yeah, whatever...easy to get around that too...

So, too, are the issues with the Spyder...there isn't anything that cannot be resolved and your dealer is the bigger factor than BRP.

I don't believe the Spyder will fail...it's simply too cool of a motorcycle...BRP will grow to fit the needs, in time, and all will be fine. This is not blind faith...BRP has been around for a while and they will adapt accordingly....sure, we all want any and all fixes immediately, but this is not the case with much of anything these days...

If you buy the bike, you'll love the bike! Period!

I wish I could find one with warranty to buy. This would not be my main transportation. Your comment about the dealer is right on, but how can you find out if they will step up to the plate or give you excuses?

Dealer in Livermore says how great the service dept is, but can't get a reply from sales. Hayward dealer is closer but does no favors price wise or with the excessive s/h they charge.

 

[BajaRon]

The post here saying $2k for a 12000 mile service is a joke, think this would be and exception.

$2k for a 12,000 mile service! What? Did they do an engine swap instead of changing the oil? :dontknow:

Bring it to me...I'll do it for 1.85K! And NO WAIT! :roflblack:

 

[murphybrown]

Carlo called personally

Today when I returned there was a lengthy message on my phone from Carlo. He acknowledged the 3 emails I had sent. Informed me that before calling me he had talked to both the owner and service manager at the dealership in regards to my issue (BRP saying recall parts at dealer and dealer saying BS). Carlo did not tell me what was shared between dealership and himself. But asked me to call them, which I will do in the a.m. Which is the way it should be. Responsibility on dealership. I have to say that I have NO COMPLAINTS about customer service from BRP...they have always returned/acknowledged my calls/emails. I do not feel they are just "soothing the savage beast", but working toward getting this customer satisfied. May have a new story to share after called dealership in the a.m.
Had a great Spyder Ryde today...and the sunburn isn't going to be so great in the a.m....but nice Ryde...:clap:

 

[buckey48]

12k maintenance

Big Iron out of Cleveland says his dealer shows $1600+ for the 12k service.

Even others at $800+ seems high to me.

 

[boborgera]

$2k for a 12,000 mile service! What? Did they do an engine swap instead of changing the oil? :dontknow:

Bring it to me...I'll do it for 1.85K! And NO WAIT! :roflblack:

2 Thousand :hun: that must be the price per dozen.:dontknow: