BRPcare Does Care, But...
I've had a few different experiences with BRPcare - the organization, not Steve personally - and I have come to realize that they do care. That's not to say that they are easy to deal with however. If you want satisfaction from BRPcare, the after-sales support organization for BRP, you first have to understand a few things about them.
There is a lot of confusion among Spyderlover members about BRPcare. It may be helpful to some to share a little of what I've learned.
(Steve, please correct me, if I say anything here that is not true.)
First, as forum members, some of us confuse BRPcare with the individual, Steven M. They are not the same. Steve is just one employee of the vast after-sales organization of BRP. If you look at Steve's signature, you will see that he is a Dealer Tech Support Team Lead, with a duel responsibility of working on their social media team. BRPcare is active on just about all social media, including Facebook, Twitter, Instagram, various BRP product forums (of which Spyderlovers is just one of several), and probably more. Steve is too kind to say this himself, but it is simply
NOT his job to interact with specific Spyder Owners on this forum (although I hear that he sometimes does). In other words, sending Steve a PM is NOT the way to contact BRPcare. He couldn't possibly answer them all for every forum.
To get an idea of the size of BRPcare, take a look at the photo below, which was taken when the Montreal team moved into their new office facility not long ago. Steve, are you in this picture?
And this is just one office of BRPcare team members. They are also in many cities around the world, including the BRPcare U.S. office, which is located on the Evinrude Marine Division campus in Sturtevant, Wisconsin. BRPcare handles customer and dealer support for not just Can Am (both Spyders and Off-Road vehicles), but also Sea-Doo, Ski-Doo, and Evinrude Marine Engines.
If you need to contact BRPcare, as Steve said above, I have found that the very best way is to email them. The email address I have used is
[email protected]. I am guessing (don't know for sure) that
[email protected] is just another address for the same inbox. You could also call the telephone number in the user manual (715-848-4957) which will get you to the BRPcare team in Sturtevant, WI. (There is another number for the Canadian Team in the manual) I have found that calling via telephone is not as convenient as emailing them unless you already have an active case number.
As with most vehicle manufacturers, you will get much better customer service if you contact your dealer (or any dealer) first. BRPcare has an extensive dealer support team that works closely with dealers. If you call BRPcare BEFORE contacting your dealer, they will often tell you that they cannot help you until you "talk to your dealer". Yes, it sounds rude, but it's just the way they are set up. Most (but not all) BRPcare case numbers are set up by the dealer network, and that's the way BRPcare wants it. It just won't get you anywhere to argue with their system. However, once you do that, BRPcare can be very responsive via email and the phone - but NOT on forum private messages.
I should add two more things from my own personal experience...
BRPcare representatives are not all perfect - much like any other large organization, there can be a few "bad apples" in the bunch. If you run into one of those, it's best to simply email them, tell them what happened, and ask for a call from someone else. They will respond.
The same is true if you do not get the resolution on a specific case that you believe is fair. You can always send them a letter (by regular postage or email) and ask them to send your case up the ladder for review. THEY WILL DO THAT. I personally had this experience with BRP concerning reimbursement of expenses for pre-recall heat related work on my 2013 RT. The ultimate settlement was indeed fair and satisfactory to me.
:cus:
