I've mentioned this before and I'll mention it again so others don't end up like poor Pete here.
First, before you approach your dealer with a problem, do all your homework if you can. If you've broken down on the road consider having it towed to your home (or even to your hotel when on the road) rather than directly to a dealer. Don't be in such a hurry, you need time to think. Research the problem you are having and understand it as best as you can. Read your warranty in full. Understand exactly what it says, the law now requires it to be clear and concise to everyone. Your warranty is the only thing that stands between you and perhaps thousands of dollars in repairs. Know it well. If you have done anything to possibly void the warranty you will need to take this seriously into consideration before you expect your dealer to help. Have all of your maintenance records up to date especially if you do your own work. Go into your dealer fully prepared. Don't be be naive. Expect to be challenged and have your answer prepared if you are. Know the provisions of the Magnuson-Moss Act.
If you then have a problem with your Spyder that your dealer cannot or will not resolve write or e-mail (don't call) a clear and concise letter with all the facts and little or no emotions and send it directly to BRP. You won't have to wait long, a service rep will contact you by phone. Have all your facts ready and close by. Then calmly work hand in hand with the customer service representative to resolve the problem. You may need to have a lot of patience and may have to reach a fair compromise, but far more often than not you will receive a resolution that you will be satisfied with.
That's what you should do. Here's what you should never do.
Never loose your temper. Never use foul language. Never become irate. I don't care how hot tempered, angry, or frustrated you are, you need to remain calm, rational, and focused. You need to work with the service rep not fight with them even if they don't do what you want. If you were in their position would you be willing to work with a hot head? You can convey your dissatisfaction without loosing your temper but you have to keep the customer service rep in your corner and willing to help you. They're only human, if you treat them like crap they're not going to want to go out of their way to help you. You'll receive far more help if you gain their sympathy rather than their wrath.
Most of all never threaten legal action directly or indirectly (such as through a public forum) unless you absolutely mean it and have exhausted all other alternatives. Legal action is the equivalent of declaring war. The diplomats bow out and the military (i.e. the lawyers) take over. All communication between the customer and the service reps is shut down and deferred to the legal department. You're done talking. You now need to hope your lawyer is better than their entire legal team. They also know you're probably not willing to pay your lawyer $20K in legal fees, so all they have to do is drag things out. Once you declare war you better be prepared to fight the battle because they sure are. It's a fact of life for all large companies to have an excellent, well prepared, effective legal team.
I can surely sympathize with anyone in need of a company's help for warranty work. I've been there myself all too many times, including with BRP. That's why I know how to handle it. Please consider this advice if you find yourself in such a situation.
and it's not working nojoke I was told to come and get it :clap: that there was nothing wrong with it:hun: but when I asked for something in writeing stating that they told me not to come and get it just yet:banghead: they need to check some more :dontknow::lecturef_smilie:
