Hi Everyone,
Just got off the phone about 1/2 hour ago on a conference call with Carlo, Lamont and Carlo's boss, Ghislain Cossette. I have to tell you, I was impressed. Now, keep in mind, they are not the engineers, or the company CEO's but they do honestly care about the Spyder Customers. These guys are in customer service for a reason...
I got a call from
Carlo just last night, one day after I sent him an email outlining my concerns and lack of understanding about the steering update/DPS issue. He invited me to call him back as well with any questions.
Over the years, with all the vehicles I have owned, other than a customer survey, I have never had this much personal contact with the manufacturer of a product. Sure, dealers have called and checked on me but never the company directly. The Spyder is a very small niche market right now and for a corporation to spend this kind of time and money and resources relating directly to the customer says a lot.
Some of you may remember me saying this to you in Valcourt in June 2008; I know I wrote it here as well: Dodge didn't "welcome me home" when I bought my last truck. Nor Honda, Suzuki, or Harley-Davidson after I purchased any of my motorcycles since 1979. Sure, you can call it marketing, but it also left a positive impression.
So did Carlo's message on my answering machine.
(I didn't get to speak with him as the lovely bride's car window got smashed and I was dealing with police at the time. So now I have another vehicle that I am not happy or trusting of driving in the snow until it is fixed.)
Also, for those of you that don't think BRP is reading the forums, they are. Various times, there were people's posts that were referenced to regarding this issue or that issue. No they do not post themselves here and no they can not answer every issue. But they are aware of the amount of concern and dissatisfaction that people have had regarding their spyders and some of the issues. These things are not being ignored folks.
One of the things Carlo said in his message was the he was "expecting my email" as he had read my posts on spyderlovers.com.
I had only started to rant after my dealer visit on Tuesday, a day and a half ago...
But you can not expect the customer service or marketing guys to be able to give you the answers on the technical issues. There are proper channels for all this to go through. I know some have lost the faith...
I was a big BRP/Spyder cheerleader, but my first exchange of money with the company was only in 2007 when I put down the deposit on this vehicle. I had only the recommendations of a good friend and motorcycle mechanic (NOT "technician") and motorcycle test rider before this BRP product purchase.
As I have said before, I realize that compared to me, many others--dltang, bjt, RoadDog, Smylinacha & HDX, stgilmer, TexasTripod--oh yeah, and Way2Fast, to name just a few--have had far, far more frustration and much longer periods of waiting, confusion, disappointment, as well as danger in operating the vehicle.
Positive posts by members here stating "Hey, my Spyder works fine" may be good for those collecting data on whether or not to risk a purchase, or perhaps in deciding which dealers may be less reputable (recall those price scams in the Southwest US in 2008?) but they do nothing to comfort people with real safety issues.
A phone call from a corporate representative stating he has been in contact with the dealer is, at least, encouraging...
I think the actual issue can be with the dealer who may in turn be using BRP as a scapegoat.
...The fact that the corporate representative contacted my dealer shouldn't hurt the process. Even if, as Scotty suggested, I don't really know whether my dealer's technician didn't do absolutely everything correctly in his diagnosing process, it's fine with me if they think that BRP is looking over their shoulder (as, of course, I will be doing--literally--as Gary suggested, the next time I bring the vehicle in).
I just wanted everyone here to know, BRP is working for us and is customer friendly, but we live in a hurry up world and nothing ever gets done fast enough.
I filed the auto insurance claim after midnight this morning. It's already 8 am--Why do I still have cardboard and tape as a window?! :gaah:
My tech ordered the DPS on Tuesday afternoon, and it's Thursday morning already and no phone call!! :gaah:
Of course that's what it's become these days, Deb. I am absolutely guilty of such impatience.
Especially in this economy, this is certainly in BRP's best interest to make such prompt efforts (gestures?) to reassure owners about the process of attempting to repair vehicles. At least in the US, consumer brand/product loyalty is a very real phenomenon, and it takes a lot to maintain but very little (driving into oncoming traffic, say) to destroy.
(I am a bit concerned about how much of a fight I will have if my warranty runs out while parts are on order, or if "multiple" DPS units have to be installed before finding a "good" one by luck of the draw, as others have referred to.)
But (after seeing a particularly horribly refereed basketball game last night) I think the question is also often a degree of training and competence.
It's better for our dealers to be educated and trained to say "I don't know" than "Oh, all Spyders drive that way."
Make the vehicle go, stop, and turn--that's all we want.
And, yes--I know this is essentially a brand new concept for a vehicle. And yes, I want everything perfect (read: "safe"). Now.
Thanks for reading. I just thought inquiring minds would want to know. :chat:
ray:
