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BRP's chat - What a waste of my time

M

M2Wild

Senile Member
I sat in on the other forum's live chat with BRP last night and walked away early totally disgusted. When confronted with issues and problems, they just cut-n-paste in a company line of contacting dealer service manager. Not a thread of concern or willingness to go above and beyond. Furthermore, they are trying to say anyone who’s got steering problem is senile because their research dept hasn’t found anything wrong with it.

He sure had plenty to say when it comes to movies and other none problematic topics. But as soon as you touch any kind of "issues" the corporate phrase comes out and denial mode sets in.
 
M2Wild said:
I sat in on the other forum's live chat with BRP last night and walked away early totally disgusted. When confronted with issues and problems, they just cut-n-paste in a company line of contacting dealer service manager. Not a thread of concern or willingness to go above and beyond. Furthermore, they are trying to say anyone who’s got steering problem is senile because their research dept hasn’t found anything wrong with it.

He sure had plenty to say when it comes to movies and other none problematic topics. But as soon as you touch any kind of "issues" the corporate phrase comes out and denial mode sets in.
Click to expand...

What would you expect from a Product and Marketing Manager? He's there to get feedback from riders, and promote new products and events for the Spyder. Nobody called anyone senile - BRP has looked into the "issue" with a couple of rider's vehicles and didn't see anything out of the norm. And he added that if you have encountered a problem like this, you should take your Spyder in to your dealer.

I think he answered the question the best that he could with the information that he had. But it is certainly not the end of the story - I am confident that they are looking into this further. If this DOES turn out to be a problem, they would fix it on all affected Spyders ASAP to ensure that they keep all current Spyder owners happy and keep selling them to new owners, too.

The rep was promoting the Spyder because that is his job.
 
wukka said:
What would you expect from a Product and Marketing Manager? He's there to get feedback from riders, and promote new products and events for the Spyder. Nobody called anyone senile - BRP has looked into the "issue" with a couple of rider's vehicles and didn't see anything out of the norm. And he added that if you have encountered a problem like this, you should take your Spyder in to your dealer.

I think he answered the question the best that he could with the information that he had. But it is certainly not the end of the story - I am confident that they are looking into this further. If this DOES turn out to be a problem, they would fix it on all affected Spyders ASAP to ensure that they keep all current Spyder owners happy and keep selling them to new owners, too.

The rep was promoting the Spyder because that is his job.
Click to expand...
:agree:they are trained very well not to leave any doors open :ani29:
 
I sat in and read the various posts, comments, etc. The response was as expected from management of ANY company.... I have no problem with the comments at all and was not expecting anything ground breaking; not his job. But I think the company has the feelings of us owners and is taking it all in......to not pay attention would be bad; having someone representing the company here visiting the various Forums is their way of "Paying Attention To Business" ... Heck, even Elvis had that as his favorite saying: PATB!!!

Good job I thought of the chat.....:clap:

don
 
The real issue is miss-set expectations. We were asked to provide questions in advance, but not told the chat would be directed at Marketing instead of Service issues. (We should have figured that out from the title of the guest)

I asked the moderator if he could set up another chat with a BRP Service Manager...that should be closer to what many of us were hoping for last night. I hope it happens, although even if it does, we may still get "company line" answers.

I was glad at least to get a phone number to call (715.848.4957) and an email address ([email protected]) for when our local dealer fails to satisfy, so the chat was not a complete waste for those looking for solutions to their Spyder problems.
 
GaryTheBadger said:
The real issue is miss-set expectations. We were asked to provide questions in advance, but not told the chat would be directed at Marketing instead of Service issues.
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Well put. If I knew it was a marketing chat .... I'd be out drinking Guinness instead. And they wonder why there is hostility in the chats .... duh !!!
 
spyryder said:
I'd rather hear from the designers and engineers who built this system.
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Funny you should say that. I'm setting up a deal with BRP right now that would give us access to these guys on a bi-monthly basis.

We will take 5 questions from the board members and submit them to the BRP Engineers. This will not be a chat but a post that you can refer back to. The BRP Engineers will then write down the answers to our questions and those answers will be posted on the board.

I hope to have this going soon. Stay tuned. :doorag:
 
It's always a very bad idea to get that close to your customers! I know from experience. You get bombarded with 40 different queries, each one wanting personal and rapid response and if it doesn't happen the customer over reacts and all hell breaks loose, like with this! If BRP agreed to it then they should have had three people involved to cover Marketing, Technical and Design. Mr Marketing can't do it all and also in my experience Marketing people know the least! :2thumbs:
 
Caveat Emptor...let the buyer beware...esp. with the autos...argh!

Lamonster, I think your idea of an open channel with the engineers is a great idea...what we have here is numbers and those numbers should help keep BRP honest...

Kudos for that effort...start a whole forum topic for that?
 
Lamonster said:
Funny you should say that. I'm setting up a deal with BRP right now that would give us access to these guys on a bi-monthly basis.

We will take 5 questions from the board members and submit them to the BRP Engineers. This will not be a chat but a post that you can refer back to. The BRP Engineers will then write down the answers to our questions and those answers will be posted on the board.

I hope to have this going soon. Stay tuned. :doorag:
Click to expand...

That would be great. We need that. Some of us newbie's (me) are concerned that there are a lot of threads about some mechanical problems out there. Me being a girl and all, I would not be able to diagnose a darn thing if my life depended on it and I look to other resources to keep me abreast on issues with performance and product. Make it happen.:chat:
 
0228lisa said:
That would be great. We need that. Some of us newbie's (me) are concerned that there are a lot of threads about some mechanical problems out there. Me being a girl and all, I would not be able to diagnose a darn thing if my life depended on it and I look to other resources to keep me abreast on issues with performance and product. Make it happen.:chat:
Click to expand...

You being a girl and all, that's why you wanna be kept abreast... Hmmm..
 
I was disappointed too - but didn't expect them to be able to answer any real questions.

One of my main issues is that they have oversold the Spyders. Original PE was supposed to be limited to 1,500 - then raised to 2,500 - then ended up above 3,000. They have manufactured more than 12,000 units worldwide. Sure - this is great for BRP as a company.

So why does this bother me?

Because our dealers have not been able to get parts in a timely manner. BRP was more interested in making more Spyders to sell instead of having parts on the shelves for all of us that bought them early.

To me this was a poor choice. Dealers didn't even have oil filters for many months. Any dealer should be able to get any part within 24-48 hours in my opinion.

I love the Spyder, but BRP's after the sale support hasn't been very good. We should be able to contact factory service reps somehow and let them know what is going on.

The way it is now, the dealers that sell these also sell hundreds of other products - and the Spyder is typically not thier highest priority. You go talk to the sevice center and they typically know far less than you do. Then they have to try and figure things out, etc.

To me, it would make more sense to have contact with an expert at BRP - who could then give proper instructions to your local service department on what to do - so when you drop the bike off they at least have a clue.

I hope they get their dealer support systems working better - they could learn a thing or two from HD in that respect.

I would also like some kind of BRP database that we can all log into and see our service records, add notes to them, report problems, etc.
 
Firefly said:
Because our dealers have not been able to get parts in a timely manner. BRP was more interested in making more Spyders to sell instead of having parts on the shelves for all of us that bought them early.

To me this was a poor choice. Dealers didn't even have oil filters for many months. Any dealer should be able to get any part within 24-48 hours in my opinion.
Click to expand...

I wonder how much of that is actually BRP's fault and how much is the individual dealers.

I've never had to wait more than 4 - 5 days on a part from my dealer and things like the oil filter and even the infamous deteriorating exhaust gasket have always been in stock.
 
Firefly said:
Because our dealers have not been able to get parts in a timely manner. BRP was more interested in making more Spyders to sell instead of having parts on the shelves for all of us that bought them early.

To me this was a poor choice. Dealers didn't even have oil filters for many months. Any dealer should be able to get any part within 24-48 hours in my opinion.

I love the Spyder, but BRP's after the sale support hasn't been very good. We should be able to contact factory service reps somehow and let them know what is going on.

The way it is now, the dealers that sell these also sell hundreds of other products - and the Spyder is typically not thier highest priority. You go talk to the sevice center and they typically know far less than you do. Then they have to try and figure things out, etc.

To me, it would make more sense to have contact with an expert at BRP - who could then give proper instructions to your local service department on what to do - so when you drop the bike off they at least have a clue.

I hope they get their dealer support systems working better - they could learn a thing or two from HD in that respect.

I would also like some kind of BRP database that we can all log into and see our service records, add notes to them, report problems, etc.
Click to expand...


:agree:


sleepman said:
I wonder how much of that is actually BRP's fault and how much is the individual dealers.

I've never had to wait more than 4 - 5 days on a part from my dealer and things like the oil filter and even the infamous deteriorating exhaust gasket have always been in stock.
Click to expand...

You've had better luck than I have with the dealer's part supply. I had to order my first oil filter from Magic Man to do my first oil change. The dealer has never had all three (both crush washers and filter cap O-ring) parts at the same time and it took them 1 month to get the exhaust gaskets from BRP. I only partially blame this on the dealer. I think they just don't keep enough stock on those crush washers and O-rings. The exhaust gaskets and the oil filters were ordered by the dealer but they took a long time to come in.
 
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