BRP Strikes AGAIN!!

[SAPD911]

Haven't been on here in a while, and hate to re-emerge with this kind of post, but it's the truth. You guys are going to love this one. Or not, depending on your perspective. But here goes!

A little history first. I have 2 Spyders; a white 2010 RSS (Wife's) and my 2009 Phantom. They have both been relatively good machines, but didn't prove to be reliable for every day use, so I moved on to 2 wheels. But I kept 'em because we still like riding our Spyders together, and they work pretty well in the recreational application.

The Phantom needed front tires, so I called my dealer and went over to get them put on. This was the first week of January. Abt 1/2 hour in the service manager comes down and informs me that they damaged a wheel while taking the tire off of it. He owned the situation right away and offered to replace it. I said great. So he orders the replacement wheel, a custom 6-spoke type. The wheel arrives a week later, but it doesn't have the Spyder branding on one of the spokes, it's just a plain wheel. Dealer looks at the official BRP catalog again, and it clearly shows the wheel with the proper branding on the side. He calls BRP back and asks why he can't get a like replacement wheel. BRP "claims" that they have checked all of their inventory and NONE of their 6-spoke wheels have the Spyder branding on the down spoke, they are simply not available that way, tough luck! Dealer then asks if that is the case then why are they being shown in the catalog as being available? BRP says they will "look into it." Of course he gets no answer to this question. They then attemp to send END CAPS to remedy the situation! :gaah: Dealer then asks if they cannot provide like product to send another wheel so that the customer (me) will have wheels that match. BRP flatly denies this request because "it's a 2009 and it's not an operational issue." In other words, they don't give one crap about their customer's satisfaction level or that my special edition machine is now devalued because the wheels will not match any longer. The dealer is now at the end of his rope and doesn't know what else to do. The BRP field rep suggested that I call the BRP consumer affairs number and try to get something going. I tried this, but they were downright rude to me on the phone and as you can imagine, I was told that the guys that were working the case were not available and would get back to me. So do you think I ever got a call back? Ummm... no. It has been a month now and both the dealer and myself have given up on the situation. I guess I am simply out of luck.

I have worked out a compromise with the dealer in that he is going to send the wheel back and he will put a rear tire on the Phantom for free. But now, every time I look at that wheel and see those scratches I'm going to curse this worthless manufacturer that will not support their product or their customers. God, if something big ever goes wrong with this thing I don't know what I'm gonna do. One thing I do know is that BRP won't be there to help. How pathetic. It makes me regret ever buying these things. Eventually I am going to try and liquidate them, but at this point I fear that I will be stuck with them. Such a shame, because I do like them.


All I wanted was front tires. Oh well.

a place in Dallas can fix the scratches for round $200.00, or maybe a local place in your city can repair the wheel.

 

[Raknid]

I don't disagree very often, but feel that BRP should not have to cover the mistake made by the dealer in damaging your wheel. I do give the dealer credit for standing up and admitting they did it. The fact that parts change from 2009 to present is a common thing. I do agree that someone needs to cover for a matched set--but this time it should fall on the dealer--IMO.

The situation sucks...but I have to agree. I was thinking the same as reading the original message .

 

[szohar]

Dealer

Hi Raptor,

Who is the dealer you are using in the Bay Area?

 

[Pennyrick]

I don't normally chime in on these types of threads but I have to agree that your beef is with the dealer.

Your machine is five year's old and even though it is part of a run of only 500 the manufacturer can't be expected to stock unique parts for that length of time. Yes, it is still in the catalog but catalogs get outdated and they still have a wheel available that fits your machine.

The dealer messed it up and offering to replace one wheel doesn't cut it if both are a matched set. The onus should be on your dealer to replace both wheels, given the circumstances.

That doesn't excuse BRP employees for coming off as rude but in this instance it is the dealer's obligation to satisfy the customer, not the manufacturer.

 

[cyclelover63]

I worked at a BMW dealer and they were having problems with their door panels leather bubbling...The replacement panels had a very visible different grain and did not really match the other panels...BMW's answer was "its a cosmetic issue",and they would not replace all panels to match..If the wheel is the same design,":dontknow:its a cosmetic issue" in their mind....

 

[Raptor]

I worked at a BMW dealer and they were having problems with their door panels leather bubbling...The replacement panels had a very visible different grain and did not really match the other panels...BMW's answer was "its a cosmetic issue",and they would not replace all panels to match..If the wheel is the same design,":dontknow:its a cosmetic issue" in their mind....

You are correct. This is exactly how they are viewing it. You know, I was really angry at first, both at the dealer for starting the whole thing by messing up the wheel, then at BRP for treating me badly and not supporting their product. So what if it is a 2009 model? That doesn't give you license to treat people like that. I think that is unacceptable. I bought 2 of these machines. And the thing you must remember it this; They showed the wheel as being available in their brand new catalog. if the wheel is not available any longer, DO NOT OFFER IT AS AVAILABLE IN YOUR BRAND NEW CATALOG.

But it is elementary; I am out of luck. And I am making my peace with it. Such is life. Customer service is a dead art. At least I can still ride. I will graciously take the rear tire replacement, as it will at least offset things a bit, and as it turns out, I need one anyway. I'll deal with the wheels in due time. It's just that I take pride in my machines and I do the best I can to keep them looking good, and this just cuts a little because it's something that I didn't cause. With any luck I will be able to off these things at some point and get another bike.

 

[Magdave]

Is this your rim ? If so tell the dealer to buy it for you (he can keep the spare)
http://www.ebay.com/itm/Can-Am-Spyd...Parts_Accessories&hash=item2eb11f0d74&vxp=mtr

 

[Raptor]

Yessir, that be the one! But I'm done with it. I'll just take the rear tire and will deal with the wheels myself at a later date. I'm just done with it. Appreciate ya, though. It's nice to know that they are still out there. :thumbup:

 

[Wiredux]

Sorry about your situation. I am sure if you send BRP Care an email you would get a response. They are very helpful in answering questions and resolving issues.

 

[Magdave]

Yessir, that be the one! But I'm done with it. I'll just take the rear tire and will deal with the wheels myself at a later date. I'm just done with it. Appreciate ya, though. It's nice to know that they are still out there. :thumbup:

http://brp.leadersmarine.com/home_brp.asp is selling those rims they are a Can Am dealer. Some one is feeding you bul....

I have bought a lot of my Can Am gear from them. If you wait too long you probably will not find those rims just sayin'. You can get a Kumho tire installed for ~$100 Make 'em pay I say.

 

[flamingobabe]

Raptor...I feel your pain....my 2013 has been falling apart...every time I talk to my Case worker...he try's to make me feel good about what the dealer is going to do to fix the Spyder....Case worker try's to make me think BRP is doing me a favor for repairing the Spyder at no cost....I believe it is BRP's responsibility to repair what is broke on a brand new machine ....in the beginning everything is peachy...but after Spyder is fixed...it's all about how I should be appreciative that BRP paid for it...case worker makes me believe BRP is going to help me out. making almost promises and then tells me that is not what he said....

 

[Vrooom]

Raptor...I feel your pain....my 2013 has been falling apart...every time I talk to my Case worker...he try's to make me feel good about what the dealer is going to do to fix the Spyder....Case worker try's to make me think BRP is doing me a favor for repairing the Spyder at no cost....I believe it is BRP's responsibility to repair what is broke on a brand new machine ....in the beginning everything is peachy...but after Spyder is fixed...it's all about how I should be appreciative that BRP paid for it...case worker makes me believe BRP is going to help me out. making almost promises and then tells me that is not what he said....

Suggest you tell case worker, "this call is being monitored and recorded for quality purposes!" (And "fabrication" control.):thumbup:

 

[arntufun]

If this happened to me I would have taken the new rim....... There is no way to see both fronts sides of the rims ( while they are on the bike) at the same time so nobody would have been the wiser.

 

[Rid'nrandy]

I don't disagree very often, but feel that BRP should not have to cover the mistake made by the dealer in damaging your wheel. I do give the dealer credit for standing up and admitting they did it. The fact that parts change from 2009 to present is a common thing. I do agree that someone needs to cover for a matched set--but this time it should fall on the dealer--IMO.

:agree:

 

[Raptor]

If this happened to me I would have taken the new rim....... There is no way to see both fronts sides of the rims ( while they are on the bike) at the same time so nobody would have been the wiser.

I thought about that, but the problem is the new wheel is unfinished, i.e. no clear-coat finishing. Yes, they actually sent an unfinished wheel. It would look pretty bad, and it would just drive me crazy. I have decided to not burn any more of my precious time on the matter, the situation is lost. Looking at the bigger picture, at least I am still riding, and that is what counts. It could be much worse. A solution to the wheel issue will come at some point. It will be on me to make it happen, that's all. Not right, but it is what it is. As mentioned, down the road perhaps by some stroke of luck I can just get the thing and BRP out of my life.
Meanwhile, I have my 2011 Suzuki FA, which I have put 47,000 miles on in almost 2 years with not... one... problem. She's my horse! :yes:

 

[oldguyinTX]

Hi Ann! No, I have not. Based on how I have been treated so far, I doubt anyone there would even read the thing. I may consider it at some point, but for now I just don't want to keep beating this dead horse. They just don't care, even though this is supposed to be a rare machine; number 14 of only 500 Phantoms ever built. That doesn't mean anything to me now. Why should it? Apparently it means absolutely nothing to them.

But it's a good suggestion and I will probably do it. I will try to find where to send the letter and see where that goes. That way I know that at least I have tried every option. Thanks!

BRP has never answered an Email from me. I have gotten 2 responses to letters I wrote directly to the CEO. You might try that. I am told that he reads every letter that he gets. Info follows:

Mr. Jose Boisjoli, CEO
BRP Products
726 Saint-Joseph Strret
Valcort, Quebec
Joe 2LO

At least I got a couple of phone calls and was able to have some work done on my Spyder & BRP picked up the tab. If we all make enough noise, maybe something will be done. Good Luck.

 

[lightman02]

It's not BRP's fault it's your dealers, tell them to pay up and buy you two new rims and be done with it. BRP is not perfect but they are right is this case, but some people are not thinking straight. BRP did nothing wrong and really it shouldn't involve them, and I’m sure you weren’t being so nice to them either. If they were to pay for all these issues that are not their fault just to get you off their back, they would be out of business. There are some people that will never be happy. As far as product listings in catalogs, well products in catalogs get changed and discontinued all the time, they are not going to re-print everything when something changes. Which is usually why the put the statement that says, "Products And Specifications Are Subject To Change Without Notice"!! So it was nice that your dealer admitted to making the mistake, but they are not such a great dealer if they won’t pay to fix their mistake the right way. BRP is not giving you the run around, your dealer is!!

 

[cyclelover63]

Worse that it was an "unfinished" wheel..:banghead:

 

[Bob Denman]

Raptor,
Have you reached your conclusion to this matter yet? :shocked:
How is your bike riding? :thumbup:
Your Season must be in full swing by now!