Got my call from Carlo last night

[mxz600]

As some of you may know from my past posts, during my last ride of the year I experienced what I thought was steering lockup. Because my Spyder wasn't running well, I was going to take it in to get the update to the update. So while there I told them to check out the steering issue. They told me it didn't show a code, therefore it was okay. Not knowing for sure I felt the steering lock up, and it only happened once, I took their word for it.
After getting it out this year it has now happened several times. So yesterday I emailed Carlo with a simple yes or no question. Can the DPS switch be bad and not give a code. About 4:50 I get a call and it's Carlo. He had to do a little research to find me because I didn't give him a phone number, I thought he would just send me an email. We talked for about twenty minutes about things like parts shortages, lack of communication between BRP and their dealers and vice versa.
Carlo said the switch can be bad without giving a code and to take it back in for a new DPS switch and to have my dealer call him before doing any work on it. He also assured me that BRP has plenty of switches in stock so it shouldn't take long for the dealer to get one in.
I was impressed by the amount of concern Carlo showed toward me and the whole Spyder community. I know some of you will just think I'm drinking the BRP kool-aid, so be it. Carlo did not have to call me but he did. IMHO BRP does care.

 

[groundeffect]

thanks for sharing your positive experience with BRP support!:2thumbs: I'm happy to see it, good stuff!

 

[dltang]

BRP has a great employee in Carlo. I also truly believe he cares about us as spyder riders. He does his job very well and we are blessed to have him on our side.

 

[rnet]

BRP has a great employee in Carlo. I also truly believe he cares about us as spyder riders. He does his job very well and we are blessed to have him on our side.

I would put a period after him and leave it at that. I'm sure he knows who signs his paycheck. He's just doing his job and doing it well.

 

[bone crusher]

With all the crap we give him here, we're lucky he still hangs on to help us! I have found him to be congenial, responsive, and willing to do whatever he can to help us out...

 

[LDFIREWORKS]

pretty cool:2thumbs: :2thumbs:

 

[jwhatman]

I just received an email from Carlo asking about my sticky steering. I haven't responded yet, but it nice to see that he does do his job well. I wish many more did the same. I don't care about who gives him paycheck, he didn't have to call or email those of us with problems. He is going that one step further to reach out to the spyder community. I give him all the thanks for a job well done. Working with the public sucks. You get either the know it alls, or the I don't knows. Trust me it can be trying at times.
Joyce

 

[SpyderByter]

:2thumbs: good to hear:2thumbs:

 

[Desert Spyder]

What a nice thread for a change. Kudos to Carlo! :2thumbs:

 

[Tom in NM]

Me too . . . . .

. . . . Thanks Carlo!

One fact that has really impressed me, is how proactive Carlo can be. Besides having a nice and competent manner on the phone, hearing from him before he hears from you, is a very nice touch.

The other fact is that most companies will not let their support people be that proactive. In one sense, RNET is right when he posted; "I'm sure he knows who signs his paycheck. He's just doing his job and doing it well." Carlo could not do what he has done, unless BRP made it a part of his job.

So, thanks to BRP for taking this step in customer service and for having a class-act like Carlo doing it. :thumbup:

Tom

 

[YPILOT]

:thumbup:Good to hear someone is listening.

 

[Firefly]

With all the crap we give him here, we're lucky he still hangs on to help us! I have found him to be congenial, responsive, and willing to do whatever he can to help us out...

Hey now--- where do you get this 'we' crap.....
I haven't given him any crap.... I save mine for others......

BRP is doing more than many companies would even think of doing pertaining to this whole matter.

FWIW.... I rode the hell outta my Spyder this week--- thrashed it like it was stolen and it didn't miss a beat. Been 10,000 miles since I had my steering problem fixed---- :thumbup:.

 

[czdaryle]

I know this is gonna come of the wrong way, but so what if he calls or emails about the steering issue. I mean its great that he does this and all, and lets be honest it has a little bit to do with shutting some people up. I noticed when people get a call or get an email from him they stop complaining, for a while. The truth is what does he really tell you? Did he tell anyone that there is a steering issue or there is not one? Does he say we have a fix for it? I haven't heard one solid piece of information except that something should be coming soon...when is soon. Again great he calls and he does seem to help people where and when he can. Hats off to that as most companies would never to that. I have no complainent about BRP EXCEPT with this steering issue. For some reason, finacial or whatever, they are playing games and in my opinion, playing games with our lives (maybe a little drastic, but you know what I mean)

 

[Frig]

That's great but shouldn't the dealers just have the switches in stock so you don't have to wait. It just seems like good business sense to me. You don't have to be nice to me on the phone, just deliver the goods!

 

[bone crusher]

Hey now--- where do you get this 'we' crap.....
I haven't given him any crap.... I save mine for others......

BRP is doing more than many companies would even think of doing pertaining to this whole matter.

FWIW.... I rode the hell outta my Spyder this week--- thrashed it like it was stolen and it didn't miss a beat. Been 10,000 miles since I had my steering problem fixed---- :thumbup:.

hehe! I'd love to get out this weekend...70s and sunny each day...have baby duty today though...will try to ride tomorrow...

Did see new commercial...nicely done...blended the RS and the RT...no yellow though...guess they couldn't catch it with the cameras as it's faster than the rest and the frame rate can't keep up...what a shame!

 

[bikeguy]

That's great but shouldn't the dealers just have the switches in stock so you don't have to wait. It just seems like good business sense to me. You don't have to be nice to me on the phone, just deliver the goods!

Sure they should have the switches and every other part in stock but it's a fact of life that no dealer for any make does. I don't know how much experience you have dealing with motorcycle dealers but from my many years of experience I've never found a dealer who keeps much more than a few basic wear items in stock. When you consider that most dealers nowadays are multi-brand dealers and they have many models of each brand and many year models as well, it's obvious that it's cost prohibitive to keep every part in stock. The best we can hope for is a dealer who is willing to order parts quickly and expedite the process as much as possible.

I agree with the majority here that Carlo has gone above and beyond to keep communications open between BRP and the customers. I've never seen that happen with any other brand of vehicle.

Cotton

 

[bjt]

BRP has a great employee in Carlo. I also truly believe he cares about us as spyder riders. He does his job very well and we are blessed to have him on our side.

:agree:

 

[mxz600]

Sure they should have the switches and every other part in stock but it's a fact of life that no dealer for any make does. I don't know how much experience you have dealing with motorcycle dealers but from my many years of experience I've never found a dealer who keeps much more than a few basic wear items in stock. When you consider that most dealers nowadays are multi-brand dealers and they have many models of each brand and many year models as well, it's obvious that it's cost prohibitive to keep every part in stock. The best we can hope for is a dealer who is willing to order parts quickly and expedite the process as much as possible.

_______ :agree:____________________ :agree: ___________________ :agree: _______

 

[Firefly]

Sure they should have the switches and every other part in stock but it's a fact of life that no dealer for any make does. I don't know how much experience you have dealing with motorcycle dealers but from my many years of experience I've never found a dealer who keeps much more than a few basic wear items in stock. When you consider that most dealers nowadays are multi-brand dealers and they have many models of each brand and many year models as well, it's obvious that it's cost prohibitive to keep every part in stock. The best we can hope for is a dealer who is willing to order parts quickly and expedite the process as much as possible.

I agree with the majority here that Carlo has gone above and beyond to keep communications open between BRP and the customers. I've never seen that happen with any other brand of vehicle.

Cotton

Pretty much agree/understand.... but as far as I'm concerned every dealer that has demo units in stock has plenty of spare parts...... Some have been know to swipe a part from one to keep a customer up and ryding.....:thumbup:

 

[Sarge707]

Pretty much agree/understand.... but as far as I'm concerned every dealer that has demo units in stock has plenty of spare parts...... Some have been know to swipe a part from one to keep a customer up and ryding.....:thumbup:

I have been dealing with BRP since 1989 and if they have a part in stock it should be shipped to your dealer within 3 at MOST 4 days!!nojoke

Here is where YOUR dealer makes the difference!:hun: