Poor Service Poor CanAm response

[NancysToy]

I sympathize with your problems with the dealer. On the other hand, I fail to understand why you seem surprised that your written threat of legal action has caused BRP to respond with their own lawyers. What did you expect? What this seems to amount to is that you have a dealer problem, and in your haste you have threatened BRP, so that now they feel that they cannot safely aid you with in working with your dealer. You alone can decide how to best smooth this out. Just remember that when you throw a rock at the kids on the other side of the fence, they usually throw rocks back. Sorry, but that doesn't seem like a good solution to me.

 

[bone crusher]

Can-Am called me to say that unless I withdraw my legal letter they will no longer talk to me except through their lawyers.

The dealer has told me that now they will get to my cycle when they can and to expect it no sooner than the middle of next week.

Whiskey Tango Foxtrot Foxtrot Foxtrot!

Actually, both sides are at a standstill if the lawyers get involved...ask kindly if they will put in writing that your vehicle will be fixed in a timely fashion and tell them no problem with rescinding the legal letter...I think they know that if they tell you something and don't come through, that you have a stronger legal position anyway.

I think BRP is reasonable and will do as they say...they probably don't want to fix your bike and still have you pursue legal action...you can't blame them for this. My take is that as long as they get you up and running, all is fine...if it's been too long, ask if they can give you a merchandise credit for the excessive time it's taken to help you...can't hurt to ask...

 

[RoadHammer]

Can-Am called me to say that unless I withdraw my legal letter they will no longer talk to me except through their lawyers.

The dealer has told me that now they will get to my cycle when they can and to expect it no sooner than the middle of next week.

Whiskey Tango Foxtrot Foxtrot Foxtrot!

Unreal what you have been through... Keep us filled in:thumbup:

 

[Phil]

I sympathize with your problems with the dealer. On the other hand, I fail to understand why you seem surprised that your written threat of legal action has caused BRP to respond with their own lawyers. What did you expect? What this seems to amount to is that you have a dealer problem, and in your haste you have threatened BRP, so that now they feel that they cannot safely aid you with in working with your dealer. You alone can decide how to best smooth this out. Just remember that when you throw a rock at the kids on the other side of the fence, they usually throw rocks back. Sorry, but that doesn't seem like a good solution to me.

Scotty is 100% right. I've been on the other side... once. In 23 years of business, I had one customer that did the lawyer thing. We had a solution for him that we FELT like it would fix his issue, but until we applied the solution, we wouldn't know. The customer said that wasn't good enough and then the lawyer letter came. I HAD to turn it over to my attorney to protect myself, my employees and my business. At that point it was L-to-L conversation. The ultimate answer was delayed by weeks. Which means they win on billable hours and I and the customer loose. End result- the customer calmed and let us try the fix. It took 2 tries, but we got it. Customer happy (and a bit sheepish), we're happy.

I tell all my people to COMMUNICATE with our customers, even if it is bad news. The analogy is like a Dr. that says 'I'm not sure what's wrong with you but it could be serious. I'll consult and let you know." The guy he wants to consult with is on vacation so rather than calling you, he just waits for the guy. MEANTIME you're thinking you are dying with no news. BAD Customer Service. Treat others the way YOU want to be treated. My local dealer and I know several other CanAm dealers that operate that way. That attitude is what has given my company ONE bad issue in our 23 years.

Oh... and think of your end game before you start down a path. Take out the emotion and go with the business facts. I have a phrase I have used for years.... DIPLOMACY IS THE ART OF LETTING SOMEONE HAVE YOUR WAY. Trust me, it works.

 

[MouthPiece]

The last thing you want is to have the lawyers involved. Believe me.

Chris PE# 0004

 

[spyder3]

How do you guys defend BRP

I new it would happen, but this is now going on 12 weeks and this poor guy is no closer to getting his bike repaired than when he dropped it off. i mean c'mon....this is awful.:gaah:

IF everything the OP poster is telling us is true, what recourse did he have. Dealers won't deal with it, BRP turn the other way, there was no communication, etc. NOW, there is at least communication albeit with lawyers but that is better than no communication with anyone sometimes. Lets not forget, 12 WEEKS:helpsmilie::helpsmilie::helpsmilie:

I can't stand lawyers, but they are needed at times. IMO this is one of them. I know you guys have been around alot longer than i have so i'm sure your "opinion" holds more weight, but sometimes the rose colored glasses have to come off and call it what it is. Crappy service by dealers and Crappier service by BRP. Customer has no other recourse.opcorn:

Have at it!! :roflblack:

 

[MouthPiece]

My spyder was at the dealer for over a month. Admittedly I got "antsy", but I was no where near an "advocacy mode". My dealer was constantly communicating the situation with me. That really helped. I am a lawyer and I don't like lawyers either. Give it some time and things will get worked out. Once you get a lawyer in the picture, the other side will "dig in". Just my 2 cents.

Chris

 

[bone crusher]

My spyder was at the dealer for over a month. Admittedly I got "antsy", but I was no where near an "advocacy mode". My dealer was constantly communicating the situation with me. That really helped. I am a lawyer and I don't like lawyers either. Give it some time and things will get worked out. Once you get a lawyer in the picture, the other side will "dig in". Just my 2 cents.

Chris

I think 12 weeks was more than enough time for things to get 'worked out.' The letter might have triggered more activity and this is a good thing. If the letter is retracted and BRP performs a proper fix, everyone is happy.

Going forward though, BRP should be a little more forthcoming and helpful for those who have major issues. The happier the customer, the better it is for the company...

 

[kenalmond]

Haste?

I sympathize with your problems with the dealer. On the other hand, I fail to understand why you seem surprised that your written threat of legal action has caused BRP to respond with their own lawyers. What did you expect? What this seems to amount to is that you have a dealer problem, and in your haste you have threatened BRP, so that now they feel that they cannot safely aid you with in working with your dealer. You alone can decide how to best smooth this out. Just remember that when you throw a rock at the kids on the other side of the fence, they usually throw rocks back. Sorry, but that doesn't seem like a good solution to me.

Three months is haste? Gosh you are a patient soul.

 

[kenalmond]

Scotty is 100% right. I've been on the other side... once. In 23 years of business, I had one customer that did the lawyer thing. We had a solution for him that we FELT like it would fix his issue, but until we applied the solution, we wouldn't know. The customer said that wasn't good enough and then the lawyer letter came. I HAD to turn it over to my attorney to protect myself, my employees and my business. At that point it was L-to-L conversation. The ultimate answer was delayed by weeks. Which means they win on billable hours and I and the customer loose. End result- the customer calmed and let us try the fix. It took 2 tries, but we got it. Customer happy (and a bit sheepish), we're happy.

I tell all my people to COMMUNICATE with our customers, even if it is bad news. The analogy is like a Dr. that says 'I'm not sure what's wrong with you but it could be serious. I'll consult and let you know." The guy he wants to consult with is on vacation so rather than calling you, he just waits for the guy. MEANTIME you're thinking you are dying with no news. BAD Customer Service. Treat others the way YOU want to be treated. My local dealer and I know several other CanAm dealers that operate that way. That attitude is what has given my company ONE bad issue in our 23 years.

Oh... and think of your end game before you start down a path. Take out the emotion and go with the business facts. I have a phrase I have used for years.... DIPLOMACY IS THE ART OF LETTING SOMEONE HAVE YOUR WAY. Trust me, it works.

Treat others the way you want to be treated? I have. They haven't. It's been three freaking months at this point. Communicate? They don't seem to know what the word means. The only times Can AM or the Dealers talked to me was when I called them or stopped by their location. It's not right that a conflict between the dealers and Can-AM thrashes the customer. It's not right that because a job is tough one dealer wouldn't even attempt a solution. I guarantee that if this was not a warranty issue and that the dealers would make money hand over fist, that I would have been riding months ago.

 

[spyder3]

My spyder was at the dealer for over a month. Admittedly I got "antsy", but I was no where near an "advocacy mode". My dealer was constantly communicating the situation with me. That really helped. I am a lawyer and I don't like lawyers either. Give it some time and things will get worked out. Once you get a lawyer in the picture, the other side will "dig in". Just my 2 cents.

Chris

Chris, i agree with you, but it doesn't sound like there has been much of any communications except that the dealers will not fix it. Since we don't know it all, after 12 weeks and a letter from a lawyer, there now is communication. It can now go one of 2 ways, cooler heads prevail and BRP gets this guy's bike fixed or it goes the ugly way. A bike under warranty that is being denied service will not go well for BRP in a courtroom nor should it. I doubt ken wants it to go there, but:dontknow:
Of course that doesnt make ken the winner either, still no ride and a big headache along with some expenses.

BRP should just do the right thing.. FIX the :cus: bike.

 

[WackyDan]

Chris, i agree with you, but it doesn't sound like there has been much of any communications except that the dealers will not fix it. Since we don't know it all, after 12 weeks and a letter from a lawyer, there now is communication. It can now go one of 2 ways, cooler heads prevail and BRP gets this guy's bike fixed or it goes the ugly way. A bike under warranty that is being denied service will not go well for BRP in a courtroom nor should it. I doubt ken wants it to go there, but:dontknow:
Of course that doesnt make ken the winner either, still no ride and a big headache along with some expenses.

BRP should just do the right thing.. FIX the :cus: bike.

The bottom line is... The longer BRP allows this thread to linger, the more potential new owners are cooling their urge to buy their Spyder. You'd think BRP would be more savvy. Not every broken down spyder is going to warrant a priority BRP response, but this one seems to have crossed the threshold weeks ago.

Come on BRP, step up to the plate and turn this into a good story... if you even can at this point.

 

[Havasu Rider]

I think you only have to ask yourself one question. If your automobile had been in the dealers shop for 12 weeks and no one wanted to fix it, would you not contact a lawyer. Some times you have to get their attention. Sounds like you got their attention.:gaah:

 

[kenalmond]

Update

Dealer and Can Am are now openly hostile. If in the DFW area, I recommend NOT seeing the following dealers.

North Texas Yamaha
Richardson Motorsports
Kawasaki City

 

[spyder3]

WOW

 

[boborgera]

Dealer and Can Am are now openly hostile. If in the DFW area, I recommend NOT seeing the following dealers.

North Texas Yamaha
Richardson Motorsports
Kawasaki City

That's what happens when a company has no competition, But when competition does come along All i can say to that company;,
The fat lady will be singing soon.

 

[kenalmond]

FINISHED?

Finally. After being told it would be ready last Friday and on Friday being told it would be ready Wednesday, I received the call today that it was ready for pickup at 5:00 PM. Understand, that the dealer closes at 6:00 and is in a part of DFW that is impossible to get to in an hour (Beltline and South Central Expressway). Well, by avoiding 635, I-30, and Loop 12, by using surface streets, and driving very aggressively, I managed to get from work to the dealer with 5 minutes to spare. I paid my warranty copay, waited in the 95+ degree heat for 15 minutes, and had my cycle back. During the ride home, I received three (3) check transmission warnings that cleared when I shifted. I will see tomorrow if it occurs again. 12 weeks, a $4500 dollar bill (fortunately I was only liable for $50), two good friends, dinner on me, and I have my cycle back home. Hopefully, the check transmission warnings were only due to the fact that it was fresh from install, or is it going to be another twelve weeks to get it right?

 

[LennyO]

The bottom line is... The longer BRP allows this thread to linger, the more potential new owners are cooling their urge to buy their Spyder. You'd think BRP would be more savvy.

You are NOT KIDDING!!!

I, as a potential owner for one, am having a difficult time even imagining the nightmare of a problem Spyder, all the frustration, conversations, arrangements, towing, car pools to and from the dealer, broken plans, being stranded, etc,....

Man.... I am very concerned.... Still on the fence!
Looking for every ray of hope in every thread I read ray:

 

[WackyDan]

You are NOT KIDDING!!!

I, as a potential owner for one, am having a difficult time even imagining the nightmare of a problem Spyder, all the frustration, conversations, arrangements, towing, car pools to and from the dealer, broken plans, being stranded, etc,....

Man.... I am very concerned.... Still on the fence!
Looking for every ray of hope in every thread I read ray:

Lenny,

I can tell you that the vast majority of us have hardly any issues with our Spyders. You are right to be concerned, but the odds are you will have a great machine and have more fun than you ever imagined.

What is poignant in regard to threads like this one is a number of things...

- The owner is uniquely attached to their Spyder like most of us have become
- The owner is paying per month for something they can't utilize anymore
- Some of us may know the owner and identify with their plight more than others

I think it is great that one can offer up their experiences with their spyder on an open forum, but you have to remember that you see more bad than good posted on the internet. You also see a lot of posts here about the great rides, events, and even when BRP is extremely proactive with an owner or prospective customer like you.

I can find fault with BRP on a case by case basis - especially this one, but still love their product and balance the good posts with the bad. - As I hope you come to do to.

So... Get that deposit ready will ya? :thumbup:

 

[kenalmond]

Conclusion

To All,

First, I love my Spyder. I love riding. I just wish the dealers were a little more concerned about making a customer happy. I just wish Can-Am was a little more active in making things right. It seems that most motorcycle mechanics I have met are intimidated by the Spyder. Can-Am needs to train its techs more and get more out there. Sales and Maintenance do not seem to mix. Most dealers approach the Spyder as a recreational vehicle. I love it so much, it is my primary vehicle.

With that said, I have 25,000 miles on my machine in 32 months. (I guess I should say 29 months as it was in the shop for the last 3) So, we are talking almost 900 miles per month.

I ride in all seasons, and the Spyder helps me do that. Snow, Rain, Sun, it does them all, well, and with safety. One day while riding up I-45, I hit a squall. It put a huge amount of water on the highway in a brief period. I hit a pond on the interstate nearly 2" deep at a good rate. The VSS took over and pulled me through and throttled down. No skid, no slide, no fishtail, straight on through to the other side. Any other cycle and I would have been down and spread between Wilmer and I-20. I love this machine. I have even taken it out the past two winters in the snow we have had here in North Texas. Where we used to measure snow in seconds per decade, we have had huge storms in two consecutive winters. Global cooling? Regardless, its unique look and size make drivers on the highway aware of you. I have noticed that drivers in cars "see" my Spyder when they were oblivious to other cycles.

'NUff siad. It's a great machine with spotty support.