It was great to read these posts. Here, straight from the horse's mouth, so to speak, are the facts:
I've had a few different experiences with BRPcare - the organization, not Steve personally - and I have come to realize that they do care. If you want satisfaction from BRPcare, the after-sales support organization for BRP, you first have to understand a few things about them.
BRPCare is the identity we use on our
online support channels - forums (such as Spyderlovers), Twitter, Instagram, etc. The rest of the after-sales department doesn't always operate under the
BRPCare moniker, although we all share a customer care mindset. Every single person I've met here is always looking for ways to improve the ownership experience in any way they can.
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.
Yes, this is completely accurate (see above).
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.
We do try to answer as many questions as we can, across all product lines. Either myself or someone in my team will respond to owners. Truth is on Spyderlovers specifically, it's mostly myself. I enjoy interacting with the community here, I'm passionate about the product, and I'm a long-time rider myself.
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?
Those are the new After-Sales offices here in Sherbrooke, Quebec (90 minutes east of Montreal). I am not in the picture because I was on vacation. I've met a number of you at events such as Spyderfest or factory tours here, but for those of you who don't know what I look like, here's a 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.
Yes, another of our
major after-sales office is in Badger State. We work together daily.
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.
We've responded to PMs in the past, but the new forum monitoring software we were using wasn't picking up PMs (we'll definitely try and fix that ASAP, thanks IdahoMtnSpyder!). Your dealer should be your first step in getting any issue resolved, but we understand that in more complex situations, sometimes you want to talk to the manufacturer. Calling us, writing on the website form or emailing my team at
[email protected] is the way to go.
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".
We're continuously improving our dealer network and the fact is that your best bet is always to start there for any issue. (see previous).
We're a department comprised of some really passionate folks who do our best to get it right and our dealers are no different. No company is perfect, but I feel that BRP does a pretty great job of standing up for its customers, being accountable, transparent and making things right - then again, I'm a little biased. Most of us are riders too - I ride 3- and 2- wheels - and know the experience we want ourselves and other riders to have. I hope that the fact that we're present and active here on SL and elsewhere can help testify to that.
:cus:
