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Don't Blame the Customer

WaltH

Senior Member
It has been reported here that some at BRP are trying to shift blame for the fires to the owners themselves, claiming the fires may have been started by faulty owner modifications. Unless BRP has evidence that faulty modifications caused at least one of the seven fires we know about, they should abandon this foolish and self-defeating strategy. False insinuations will only tick off the owners and turn them against the company. The positive leverage BRP is getting from the Ambassador Program could easily flip over to become negative leverage. We do not want the owners to begin telling interested members of the public that “there have been a lot of fires in these things”.

With the exception of Dzus fasteners and a couple of Harley power points, all of my modifications have come from the following vendors: No Magic Neon - Kewmetal - Evoluzione - Corbin – Kuryakyn - BRP. I would like BRP to tell us which of these vendors is selling faulty products. Obviously, they are not going to do that. They will insinuate that the products were installed incorrectly. My modifications were installed by a certified Harley technician with 18 years of experience, who is much more capable than any Spyder technician I have met so far. All you have to do is read SpyderLovers.com to know there is an enormous amount of technical expertise amongst the owners who do their own work. Remember, at least one of the fires occurred on a Spyder with no modifications. Good luck with that one - BRP.

Of the seven fires we know about, five of them were in the lowest and hottest tier of states – Florida, Alabama, Texas, Arizona, and Southern California. One of the fires was in North Carolina (also a hot climate) and one was in Illinois. All of the fires were in the summer months, between May 4th and the present. There seems to be a distinct bias towards hot climates.

It is interesting to note that the above mentioned vendors ship to all of the states and probably Canada. Why were there no fires in the northern states other than Illinois? Wasn’t Illinois one of the ones with no modifications? Why were there no fires in Canada? Are all of the incompetent installers only in the hot climates? Perhaps the heat befuddles their brains. Spyder owners are the same everywhere. The skewed nature of the fire locations argues against modifications being a factor. Modifications and the way in which they are installed should be more or less uniform over the entire geographic area of Spyderdom.

If a hot climate makes it more likely there will be a fire, then gas fumes, gas lines, gas line filters, and the carbon canister become more likely villains than the owners themselves. BRP needs to look inward for the answer. It needs to give up its strategy of “blame the customer”.
 
I agree . . . . .

Your right Spyder1026, blaming the customer is a poor strategy.

There is a lot of uncertainty surrounding this issue. Heat may be an issue, there may be 4 causes and lots of conditions that come together to trigger a fire. Maybe some customers are setting their Spyders on fire for economic reasons or for other reasons you and I cannot even get our minds wrapped around. Where ever there is Uncertainty, there is Speculation.

Several threads, for example, FireFly's on fuel line issues, are well thought out and documented with pictures, personal experience, and supporting inspections by other forum members. Even if not a contributing factor to the fires, it is something that bears investigation and attention. ( I looked, but don't seem to have that issue, but I am glad he posted his findings )

I have not received any official correspondence or seen anything on BRP's website about their thoughts on the fires. I have seen some postings on what some people have heard, think, or received, but no matter how reasonable it sounds, until I get it from BRP, it is something to be considered, but not the whole truth, and nothing but the truth. Miscommunication, misunderstandings, context, and misrepresentation are hard enough to eliminate in person, on the internet, it seems like an impossibility.

I hope you send your concerns and understanding directly to BRP and give them a chance to respond to you directly. Your observations, given the info you have, and your personal experience give you ( in my book ) an absolute right to ask for a response directly from them. I would not hold my breath waiting for them to contact you ( nor should anyone else ) based on what is written on an internet forum.

I hope you get an answer that satisfies you.

Tom
 
So what happened in your case? Did they blame you? Did you have to deal directly with BRP or your insurance?
 
Not trying to start a legal debate or make excuses for BRP's position (whatever it is) on fires, but warranty covers defects in materials and workmanship and insurance covers damges from collision and fire. Until someone can prove the fires are the result of a manufacturing defect, BRP is not going to accept the responsibility and your recourse is through your insurance. Lawyers on the forum can weigh in, but if your gas cap leaks, or gas hose clamps break and no fire starts, BRP will fix them under warranty. If a fire starts, absent proof of cause, they will look for any out, and tell you to call your insurance company. If front suspension breaks, BRP will fix it. If front suspension breaks and you hit a tree, BRP will not pay to fix unless you can prove the front suspension broke before and not after you hit the tree. Your insurance will cover collision repairs. The line between warranty and insurance is fuzzy which is just how both of them like it.
 
There are likely two BRP responses: the public one, that is being debated here, and the one which no one outside the company will see going on within BRP. I would bet a paycheck that the techies and designers @ BRP are hot in pursuit to make sure it is NOT their product's fault. They cannot afford to pass off casually, as implied, the reported fires and not perform an internal investigation.

The percentage is low, therefore, hard to find. As Tom in NM suggested, it might be the perfect storm of conditions to cause ignition. Spyder1026 also provided an interesting set of statistics.

SpyderDeb's response has been to use great caution after shutting down and before garaging the :spyder2: after a ride. The good news :ohyea: here is MN is that we've had only a few days over 90, and maybe 2 over 95 this summer.

Wayne
 
So what happened in your case? Did they blame you? Did you have to deal directly with BRP or your insurance?

My insurance paid off within days as I reported in great deal at the time. My concern is not who pays for the loss. In my case it was very appropriate for the insurance company to cover the loss. This is why I have insurance. I don't think they even pursued it with BRP.

What I want is for BRP to find the real cause of the fires so that I can ride in safety and without anxiety. I don't want BRP to get distracted with the foolishness about the fires being caused by the owners modifications. It is awful strategy and merely makes the problem worse. Their public relations firm must be giving them bad advice. When you have a crisis, blame the customer. - What?

BRP has not contacted me in any way about the fire. There was no courtesy call to express concern and to reassure me that they looking into it. Their attorneys probably said "don't you dare talk to that guy". Of course, my fire was the first. Neither I nor BRP could have known there would be six more in a short time. I thought it was an aberration.

I would be happier if BRP would tell us what they are doing to find the real cause of the fires.
 
We have no idea how BRP is handling the situation right now...we can assume that they know about it but they're likely going to have to do a lot of testing to figure this one out.

BTW, they have a major R&D dept. in Florida where they do a lot of testing...this is a hot enough climate to see if temp. plays in...
 
I don't think that is how it works . . . .

+2 The insurance company is surely going to try and find someone to blame and try to recoup their loses from that party if at all possible.

. . . . My feeling is, the insured "pool" will pay for it. I think it is based on cash-flows, actuarial tables, and contracts. If the "loss" does not reach a calculated threshold, everything is just the cost of business. They don't call it the "insurance industry" for no reason.

Tom
 
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