BRP Customer Service

[buckey48]

There was a post on the site that one person was quoted $2k, the comments were they must be training techs on his dime:roflblack:

 

[Star Cruiser]

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:

It kind of sounds like the pains we have in Canada getting parts for Made in USA items. Few have distribution centres in Canada and we have to wait on customs over the border and all of the red tape. Give it time and someone will want to start warehousing brp parts in the USA. Let's hope they don't include a market-up to make too much of a profit for the convenience.

 

[FANG]

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

Even others at $800+ seems high to me.

12K service at Pensacola Motorsports - was $760 including valve adjustment. $1600 ?? :gaah:

 

[Raptor]

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

Yessir, that is true. :agree: I have a 1997 Dodge RAM pickup that I call Old Blue. It has not had a SINGLE day in the shop in 14 years. No lie. And it still runs like a clock. But she is starting to show age and it drinks gas man! plus I didn't want to kill it off by doing this drive to work I am doing now. But Blue is there if it came to that.

I just didn't want to take focus off of the point that BRP needs to up their game in the Customer service arena. I still think they should slow down production for just a bit and start building up a good spare parts inventory as well as pre-positioning an adequate number of spares so we don't have to keep having this conversation. Or does that make too much sense? :roflblack:

 

[buckey48]

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:

I have read a lot of posts on this site. You are correct, there is a lot of positive info on the site.

Sadly there are far too many posts relating problems. Some of them are the same problems over and over, dsp?, ecm, se5 clutch.

I know a member that bought over Memorial day and has had problems in that short of time. His is a 2010. I don't know if it the same problems as the 08/09 might have had but, it is a joke to pay these prices and can't ride.

If I had a Spyder and had the trouble some of these people have had I would have gone the lemon law route, (CA. applies to this vehicle as well).

Agreed it could be the dealers problem, but BRP is the mfg. so if there is a inherent problem and it seems there is, they need to address it and get if fixed.

Maybe you are one of the lucky ones who hasn't had his Spyder held captive.ray:

Maybe it is time for BRP to step up have a full coverage maintenance coverage at no charge, towing to the nearest qualified dealer at no charge and if a loaner if in the 1st year of ownership.

Regarding me being an armchair quarterback, not really. While I haven't ridden a Spyder and would probably be bit like so many others, I doubt I could pull the string and buy one knowing what I have seen here.

And yes I know there are more people likely to complain then praise, but this is the only way WE can find out about customer service and dealer service.

If that observation make me an "armchair quarterback" then maybe I am.

This is what I like about forums and I do take the good with the bad, except when it takes a LOT of money out of my pocket.

 

[buckey48]

Yessir, that is true. :agree: I have a 1997 Dodge RAM pickup that I call Old Blue. It has not had a SINGLE day in the shop in 14 years. No lie. And it still runs like a clock. But she is starting to show age and it drinks gas man! plus I didn't want to kill it off by doing this drive to work I am doing now. But Blue is there if it came to that.

I just didn't want to take focus off of the point that BRP needs to up their game in the Customer service arena. I still think they should slow down production for just a bit and start building up a good spare parts inventory as well as pre-positioning an adequate number of spares so we don't have to keep having this conversation. Or does that make too much sense? :roflblack:

:agree:. I don't know how many Spyders are produced each day but, " Isn't the definition of insanity doing the same thing over and over expecting a different result?"

 

[BajaRon]

I have read a lot of posts on this site. You are correct, there is a lot of positive info on the site.

Sadly there are far too many posts relating problems. Some of them are the same problems over and over, dsp?, ecm, se5 clutch.

Yes, I agree that there are too many negative posts. But it is the nature of the Forum venue and is not a problem in and of itself. Many times it's the same people posting about a single event over and over.

I know a member that bought over Memorial day and has had problems in that short of time. His is a 2010. I don't know if it the same problems as the 08/09 might have had but, it is a joke to pay these prices and can't ride.

Agreed, no one is arguing this point. That is why many of us here are working to do what we can to find solutions. And we have been very successful in making things better.

If I had a Spyder and had the trouble some of these people have had I would have gone the lemon law route, (CA. applies to this vehicle as well).

Agreed it could be the dealers problem, but BRP is the mfg. so if there is a inherent problem and it seems there is, they need to address it and get if fixed.

Inherent = existing as an inseparable part or intrinsic component.

May be a bit overstating the problem. Though some issues are more prevelent than anyone would like, Inherent does not fit.

BRP has been working hard, though maybe not hard enough in EVERY case, to fix things.

Maybe you are one of the lucky ones who hasn't had his Spyder held captive.ray:.

I think we are back to the 'Inherent' issue again. The huge majority of Spyder Riders have not been 'Held Hostage'. Again, the problem you address is real and greater than anyone would like. But it is not as pervasive as you seem to be suggesting.

Maybe it is time for BRP to step up have a full coverage maintenance coverage at no charge, towing to the nearest qualified dealer at no charge and if a loaner if in the 1st year of ownership..

All wonderful ideas outside the world of reality. BRP could also go out of business (at no charge) with policies like this. What other manufacturer offers this?

Regarding me being an armchair quarterback, not really. While I haven't ridden a Spyder and would probably be bit like so many others, I doubt I could pull the string and buy one knowing what I have seen here.

I always thought an 'Armchair Quarterback' was someone that thought they knew the game better than the players, while never actually having played themselves.

And yes I know there are more people likely to complain then praise, but this is the only way WE can find out about customer service and dealer service.

If that observation make me an "armchair quarterback" then maybe I am.

This is what I like about forums and I do take the good with the bad, except when it takes a LOT of money out of my pocket.

With a magnifying glass focused on the warts, there isn't anything that is going to look good.

The Spyder has issues, there is no one saying that it does not. The trick is to accurately evaluate the frequency of mention against the actual occurence rate.

Though there may be reason for some concern, I think your assessment is weighted more heavily towards the negative than it should be.

 

[bjt]

I always thought an 'Armchair Quarterback' was someone that thought they knew the game better than the players, while never actually having played themselves.

+1

 

[buckey48]

"Inherent = existing as an inseparable part or intrinsic component. "

I don't know if the DPS, ECM are mfg in house or not. But since these continue to have problems and if they are the same as those in a 2008 then to me then it becomes and inherent problem, i.e. they haven't changed and expect the results to be different.


"All wonderful ideas outside the world of reality. BRP could also go out of business (at no charge) with policies like this. What other manufacturer offers this?"

BMW Cars.



"I always thought an 'Armchair Quarterback' was someone that thought they knew the game better than the players, while never actually having played themsleves."

I never said I knew more then the owners, I am going by the info I have read and some seem to have the same problems over and over. Maybe it is dealer problem.


"Though there may be reason for some concern, I think your assessment is weighted more heavily towards the negative than it should be."

It is enough of a concern that I would not buy a 2008 and if I found an 2009 it would have to be under BEST warranty. But local dealers have no deals, and resales for the most part are over priced. (KBB, NADA).

 

[Zombo]

Then I have a simple reply for you, Buckey:

Don't buy one.

 

[Raptor]

I guess this is what it comes down to doesn't it. You have to weigh the good against the bad, evaluate how much of the information contained in these posts on this site and elsewhere is subjective vs. how much is emotional or overblown, and make the best descision you can. There are many other options out there, so if one is not comfortable with something, it may be time to look at the other options.

This does not let BRP off the hook. They still neeed to step it up and be more effective and efficient in certain aspects of their business model (we all know which ones!), which I am sure they are. I have faith that things will get better. There is alot at stake for them, and I can't believe they would just sit back and let a great product go down the tubes.

 

[Eraser]

I have read a lot of posts on this site. You are correct, there is a lot of positive info on the site.

If I had a Spyder.....

This is what I like about forums and I do take the good with the bad, except when it takes a LOT of money out of my pocket.

When you get a Spyder.....Let us know. Enough said.

 

[buckey48]

When you get a Spyder.....Let us know. Enough said.

I will. I am still looking. Just need the right Spyder, in the right location and the right price.

 

[ataDude]

Then I have a simple reply for you, Buckey:

Don't buy one.

When you get a Spyder.....Let us know. Enough said.

.
Why are the newbies being so rude?

I sold my Spyder. Does that mean I shouldn't be here?

Geeez. This guy could become a Spyder owner if you don't run him off first.
.

 

[buckey48]

I guess this is what it comes down to doesn't it. You have to weigh the good against the bad, evaluate how much of the information contained in these posts on this site and elsewhere is subjective vs. how much is emotional or overblown, and make the best descision you can. There are many other options out there, so if one is not comfortable with something, it may be time to look at the other options.

This does not let BRP off the hook. They still neeed to step it up and be more effective and efficient in certain aspects of their business model (we all know which ones!), which I am sure they are. I have faith that things will get better. There is alot at stake for them, and I can't believe they would just sit back and let a great product go down the tubes.

It would be nice to know if the 2009 are having fewer problems the the 2008. May be to early to tell on the 2010.


If they are having fewer problems then BRP is making strides in the right direction, if not they (BRP) need to find out why

 

[Eraser]

.
Why are the newbies being so rude?

I sold my Spyder. Does that mean I shouldn't be here?

Geeez. This guy could become a Spyder owner if you don't run him off first.
.

Not trying to be rude,man....I really feel that until you have experienced something first hand,It's best to keep your comments to yourself until you have.....then Blast away!!!That would be my opinion,of course.

 

[BajaRon]

Some folks would have you believe that every Spyder is a gilded turd, the BRP Fanboys want you to think there are only 1 or 2 troubled vehicles out there.....Reality is somewhere in the middle. Can you have some problems? Yes. Will they be terminal? Probably not. Are they getting better? Yes. Is it worth taking a chance? I think so.

:agree: 100% !

I am a 'FAN' but I try not to be a 'Fan Boy'. It's one of those 'If the shoe fits' situations. I'll let others decide which applies to me personally.

I suppose I took the long way around to say that I think the reliability of the Spyder, overall, is well above what bucky48 has concluded. However, I completely understand that if you get a problem Spyder then it really doesn't matter what the average is.

I also agree that if you aren't comfortable with a purchase (of anything) you're best off not buying. But I'm sure glad I've got mine!

 

[Raptor]

It would be nice to know if the 2009 are having fewer problems the the 2008. May be to early to tell on the 2010.


If they are having fewer problems then BRP is making strides in the right direction, if not they (BRP) need to find out why

If I had to take a wild stab at it, I would say that things have improved from model year to model year with a few key exceptions, the ECM and clutch seemingly the worst and most significant. But the new Clutch assembly is wonderful, the steering issues seem to have declined pretty drastically since 2008, and I'm sure there are other areas where things have improved. And I am certain they will continue to improve. It's the natural evolution of things.

 

[BajaRon]

.
Why are the newbies being so rude?

I sold my Spyder. Does that mean I shouldn't be here?

Geeez. This guy could become a Spyder owner if you don't run him off first.
.

I don't know if I would say 'Rude'. I suppose people are just speaking their mind as bucky48 is also completely within his rights to do as well. Sometimes the printed word comes across more acidic than intended and it also depends on how it's interpreted.

I hope bucky48 gets a Spyder. I welcome his input here because whether he says it or not, I'm sure this is being thought by many others. Bucky48 may be just the tip of the iceburg with many other (members and lurkers) thinking the same thing without ever posting.

Why not get it out and beat it up a bit. May the best, most accurate opinion take the day!

Anyway, that's how I look at it. Someone may put something out there that I had not considered, and I'm open to changing my opinion if a better one can be found.

If I have been rude, please consider this an apology.

 

[BajaRon]

I'm printing this, and hanging it on my fridge:2thumbs:..........:roflblack:

Not sure which part of this you liked....but I'll take whatever I can get. :thumbup:

I don't keep score but I'm thinking we don't agree all that often. But hey! When you're right, you're right!