pretty sad customer service

[hawkiii]

Well, my 2008 SE5 has been at the dealer since 6-27-11. They sat on it for just under 2 weeks before starting to work on it. Service manager told me they were breaking it down last Wed. A friend of mine was at the dealer on Friday morning when they actually started to break it down. (I love it when they lie to you). I called the service manager on Monday to ask when it might be ready. No way before Thursday but it would be ready Thursday. Well, I waited til just before 6:00pm when they close today to call and check status. I was told they don't even have all the parts yet. This is just sad, this dealership used to be a good operation. Now they seem to have lost focus. I am real disappointed right now about all this. The owner of the place is a real good guy but I haven't seen him there the last few times I was there. Maybe that is the problem.

 

[bone crusher]

Well, my 2008 SE5 has been at the dealer since 6-27-11. They sat on it for just under 2 weeks before starting to work on it. Service manager told me they were breaking it down last Wed. A friend of mine was at the dealer on Friday morning when they actually started to break it down. (I love it when they lie to you). I called the service manager on Monday to ask when it might be ready. No way before Thursday but it would be ready Thursday. Well, I waited til just before 6:00pm when they close today to call and check status. I was told they don't even have all the parts yet. This is just sad, this dealership used to be a good operation. Now they seem to have lost focus. I am real disappointed right now about all this. The owner of the place is a real good guy but I haven't seen him there the last few times I was there. Maybe that is the problem.

Do they have a new owner? Can you get in contact with him?

 

[dltang]

Well, my 2008 SE5 has been at the dealer since 6-27-11. They sat on it for just under 2 weeks before starting to work on it. Service manager told me they were breaking it down last Wed. A friend of mine was at the dealer on Friday morning when they actually started to break it down. (I love it when they lie to you). I called the service manager on Monday to ask when it might be ready. No way before Thursday but it would be ready Thursday. Well, I waited til just before 6:00pm when they close today to call and check status. I was told they don't even have all the parts yet. This is just sad, this dealership used to be a good operation. Now they seem to have lost focus. I am real disappointed right now about all this. The owner of the place is a real good guy but I haven't seen him there the last few times I was there. Maybe that is the problem.

Tom, we are in similar situations. I called today to find out about my Spyder which I took into the shop on 6/27/11 I believe. Was told the service manager wasn't in yet but I just happened to recognize the voice and I knew I had the owner on the phone. I had a conversation with him about how very disappointed in their customer service and customer communication I was. He told me my parts were on back order. I explained that had they not waited a week and a half to look at my spyder in the first place, that maybe they would have parts by now. Then I explained that it is a coincidence that every time I call, they just happen to be getting to it that day. No one ever called to tell me there was a back order, the last I was told was that the parts were ordered. I was very clear with him about how unhappy I was. Later that day I got a call back from the owner and low and behold, my parts are being shipped. They are no longer on back order. hmmm. Coincidence? or just plain poor service from the service department? I think we all know the answer. I am getting two pulleys and a new belt. It seems one pulley and the belt are already there and it is the other pulley they have been waiting on. It is just plain frustrating. The saddest part of all, it that I really like these folks. They have been very nice, for the most part, very accommodating and supportive. 85% of the time the service is quick and reliable. But it just so happens that the 15% it is so bad that it makes me want to think about another dealer. Sad fact is, we have 3 dealers all within 1/2 hour of us and I wouldn't go to either of the other two, I think they would be worse. We need a dealer that makes the Spyder a priority and until there are more on the road, I just don't see that happening in this area.

 

[BajaRon]

It is really too bad that these things happen. But I'm very glad you put the cards on the table. Looks like they might do the right thing now.

It is too easy for the dealership to blame BRP. And sometimes I'm sure it is BRP. But there is no way for the customer to know and that makes it very easy to just pass the buck.

Honesty is hard to come by these days.

Hope you get up and running soon.

I feel another video series coming on!

 

[ARtraveler]

Are you listening BRP:lecturef_smilie::lecturef_smilie:

It looks like dealer issues here.

Here, a customer is getting messed with by a dealer who does not give a :cus::cus:

You have probably guessed that I am not a real patient person. If I were to experience this kind of service, I would get rid of my Spyder and go back to something else. I am really liking a couple of the new bikes--one newly re-designed after many years, and one real neat foreign tourer. As long as my dealer remains good (and I only have one choice)--I am good.

 

[hawkiii]

Update

Ok, got a call from the service manager this morning. He now has all the parts and the engine is up on the workbench. He wants the tech who will work on it to be able to go from start to finish with no interruptions. He wants to wait til Monday morning to have the tech start so he has all day to finish it. He said Monday evening or early Tuesday morning and it will be ready to pick up. He also had many appologies for taking so long. This will be the deciding factor as to whether they will ever see it again after this trip. I would hate to go elsewhere because they have the two best techs in the area, but if they treat me like :cus: it ain't likely I'll be back. Sad too, cause the owner is really a good guy.

 

[Firefly]

Hawk--- what exactly are they doing to it?

 

[Raptor]

opcorn: opcorn:

 

[angel]

Are you listening BRP:lecturef_smilie::lecturef_smilie:

It looks like dealer issues here.

Here, a customer is getting messed with by a dealer who does not give a :cus::cus:

You have probably guessed that I am not a real patient person. If I were to experience this kind of service, I would get rid of my Spyder and go back to something else. I am really liking a couple of the new bikes--one newly re-designed after many years, and one real neat foreign tourer. As long as my dealer remains good (and I only have one choice)--I am good.

many times it may not be the dealer but the fact that the parts are not coming from BRP I am still waiting on a lic plate light that was ordered 6 months ago. lucky for us someone here sent us one

 

[hawkiii]

Hawk--- what exactly are they doing to it?

Hey Dan
How's it going? They are replacing the main drive shaft bearing. Looks like the original belt tension settings may have been a little too tight causing excessive wear on the bearings for the main drive pulley.

 

[BajaRon]

many times it may not be the dealer but the fact that the parts are not coming from BRP I am still waiting on a lic plate light that was ordered 6 months ago. lucky for us someone here sent us one

Sometimes there are backordere issues but there can be other reasons.

Early on I had problems with my DPS and there were some long waits for parts. The service department initially said the parts were backordered with BRP and that was the reason. But when we looked into it there were a few hundred of what I needed in the BRP warehouse.

When confronted with this the dealer changed their story and said they like to wait until they have a large parts order to save on shipping (which makes more sense). So it was not BRP in my case but the dealer that just didn't want to do what it took to get my Spyder fixed quickly and felt comfortable putting the blame on BRP.

After that my Spyder got fixed very quickly and that same dealer now does a much better job.

 

[retiredsquid]

You would think a full service BRP Spyder dealer would have a certain minimum of spare parts they should maintain in inventory. Especially parts that seem to be normal to wear out.:dontknow:

 

[hawkiii]

latest update

Got a call from the service manager. The tech that is suppsed to be working on my Spyder "hurt his back this morning" and now they say they can't work on my Spyder today and probably not tomorrow. Sounds like another line of :cus: to me. This has gone beyond sad to just plain BS!

 

[dltang]

Got a call from the service manager. The tech that is suppsed to be working on my Spyder "hurt his back this morning" and now they say they can't work on my Spyder today and probably not tomorrow. Sounds like another line of :cus: to me. This has gone beyond sad to just plain BS!

Tom, send an email to BRP customer support. This is worse than mine and way out of hand.

 

[Raptor]

He wants the tech who will work on it to be able to go from start to finish with no interruptions.

So what happened to this, eh? :dontknow: This is truly a shame that this is happening to you. Why can't they just be honest with you if they are having some kind of internal problem working on Spyders? I think Deb is right. BRP needs to get on these people in a major way, man. I hope it all works out for you, and sooner than later. I think you have suffered enough...

 

[hawkiii]

Email has been sent to BRP Customer Support.

 

[maxhdrm2]

Don't drink the coolaid!

More proof that the spyders belt does not need tension. And sonic tension meters are a waste of money!

 

[Marker]

These two dealerships are just another example of how to ruin a business one customer at a time. I would be looking for a new dealership that has quality people working there and a platinum rating too. My dealership is a platinum dealership and gets parts delivered overnight for the next day and offers sameday oil changes and sends all of his techs to spyder school not just one or two.

 

[boborgera]

These two dealerships are just another example of to ruin a business one customer at a time. I would be looking for a new dealership .

:agree:

The sad part is, there are many more dealers like that out there.

 

[COOLMACHINE]

Bummer.

Sorry to hear of your pains Hawkiii. Bummer. Hope they get it fixed soon. Jerry