As a long term motorcycle rider I have owned lots of different bikes & to me customer & dealership service has to rank in the acceptable range or customer service for me to remain as a customer. My 2021 Spyder RT Limited is my first BRP/Can Am product & myself like many others wants to add to & dress up my bike. What I would like to do is share my experience contacting them for after the sale accessory service.
I purchased the Can Am version running board lights for my new Spyder from The Can Am website & installed them on my 2021 Spyder RT Limited. The polarity was backwards on the OEM GPS plug. Once I reversed that the right running board light worked but not the left one. I checked all the connections & tested the plug on the driver side connection with a test light & it wasn't getting any power. Then I noticed the right side was cutting off & on when I stepped on the running board. I couldn't figure this out. I called BRP & was transferred from one operator to another. One rep told me to drive the bike to a local dealership & they would replace the lights. I found this unusual because I purchased the lights off of the BPR Accessories website & Installed them myself & I felt he was just trying to get me off the phone.
So I called Can Am back and had to explain all over again the issue I was having. I told them the left running board didn't work & the right one turned off & on when I stepped on the running board. They said they would ship me a replacement set & I would receive an email later that day with a tracking number showing the lights are coming. The email never came so I called back the next day.
The first rep I spoke to said they had no record of me calling before. It appears the operators they use are all overseas and listen to your complaint & then transfer you to another rep stating since I purchase from the web store I must talk to someone else. In total I was transferred four times and was on the phone for over an hour. Finally I got to what I believe was an operator in the United States. I was on the phone with him another 30 minutes. This was a beating. This operator emailed me some paperwork & he said he was emailing me a return shipping label for the defective lights but I had to ship back the defective running boards before they shipped the replacement ones. This was all totally different than what I was told by the other rep on my first call a few days earlier. So I took the running boards back off the Spyder. I then bench tested them using a 12-volt power source. The right one lit up however I could not get it to flash anymore when I bumped it. The left running board didn't work & as before I used a test light and there was no power coming thru the wire to it. I boxed them back up. I never received a return shipping label.
So I emailed Can Am and said I was waiting on a return address label to be shipped to me. The next day I received an email back stating Can Am did not send out return shipping labels. I replied back & said that goes against everything the previous reps at BRP had told me. That was the last time I heard from Can Am. So far they had failed to respond. So I took the running boards along with the paperwork the reps had emailed me, made copies of the paperwork & shipped the running boards back on my own dime ($27 with insurance). I put the copies of the paperwork inside the box & I had the RMA # clearly on the outside of the box as well as inside the box on the paperwork. So far I have not received the replacement running boards or any correspondence from Can Am.
I am so upset at Can Am with the lack of professional phone reps, lack of care & service, the never ending way they transferred me from person to person on the phone, lack of keeping phone recorders, no follow up from Can Am that I will never ever again purchase another item or accessory from BRP/Can Am. It is not worth the trouble or headache.
So far I have not had any dealings with Slingmods or Spyderpops but I have to believe their customer service is far better. I rank Can Am right up there with XM-Sirius Radio and OnStar, horrible.
This is on the Can Am Website where they sell the accessories.
https://can-am-shop.brp.com/on-road/us/en/warranty.html
I purchased the Can Am version running board lights for my new Spyder from The Can Am website & installed them on my 2021 Spyder RT Limited. The polarity was backwards on the OEM GPS plug. Once I reversed that the right running board light worked but not the left one. I checked all the connections & tested the plug on the driver side connection with a test light & it wasn't getting any power. Then I noticed the right side was cutting off & on when I stepped on the running board. I couldn't figure this out. I called BRP & was transferred from one operator to another. One rep told me to drive the bike to a local dealership & they would replace the lights. I found this unusual because I purchased the lights off of the BPR Accessories website & Installed them myself & I felt he was just trying to get me off the phone.
So I called Can Am back and had to explain all over again the issue I was having. I told them the left running board didn't work & the right one turned off & on when I stepped on the running board. They said they would ship me a replacement set & I would receive an email later that day with a tracking number showing the lights are coming. The email never came so I called back the next day.
The first rep I spoke to said they had no record of me calling before. It appears the operators they use are all overseas and listen to your complaint & then transfer you to another rep stating since I purchase from the web store I must talk to someone else. In total I was transferred four times and was on the phone for over an hour. Finally I got to what I believe was an operator in the United States. I was on the phone with him another 30 minutes. This was a beating. This operator emailed me some paperwork & he said he was emailing me a return shipping label for the defective lights but I had to ship back the defective running boards before they shipped the replacement ones. This was all totally different than what I was told by the other rep on my first call a few days earlier. So I took the running boards back off the Spyder. I then bench tested them using a 12-volt power source. The right one lit up however I could not get it to flash anymore when I bumped it. The left running board didn't work & as before I used a test light and there was no power coming thru the wire to it. I boxed them back up. I never received a return shipping label.
So I emailed Can Am and said I was waiting on a return address label to be shipped to me. The next day I received an email back stating Can Am did not send out return shipping labels. I replied back & said that goes against everything the previous reps at BRP had told me. That was the last time I heard from Can Am. So far they had failed to respond. So I took the running boards along with the paperwork the reps had emailed me, made copies of the paperwork & shipped the running boards back on my own dime ($27 with insurance). I put the copies of the paperwork inside the box & I had the RMA # clearly on the outside of the box as well as inside the box on the paperwork. So far I have not received the replacement running boards or any correspondence from Can Am.
I am so upset at Can Am with the lack of professional phone reps, lack of care & service, the never ending way they transferred me from person to person on the phone, lack of keeping phone recorders, no follow up from Can Am that I will never ever again purchase another item or accessory from BRP/Can Am. It is not worth the trouble or headache.
So far I have not had any dealings with Slingmods or Spyderpops but I have to believe their customer service is far better. I rank Can Am right up there with XM-Sirius Radio and OnStar, horrible.
This is on the Can Am Website where they sell the accessories.
https://can-am-shop.brp.com/on-road/us/en/warranty.html
