Time to vent and ask a question...or two....

[Buttsy]

Has anyone ever received a customer satisfaction survey from BRP after a service visit?

Sorry almost forgot but the answer is Yes to this one............had mine a year, two maintenance visits to the dealer and two surveys from BRP. The dealer actually commented on my survey so I know the dealer gets them as well. Also received a survey shortly after purchase to express my feelings about the purchase experience from my dealer.

 

[MountainSeaDog]

A Good Name in Colorado

A previous post mentioned an unnamed dealer in Colorado selling the extended warranty for $899. I just took delivery of a 2013 RT limited last Thursday and paid $749 for the BRP US Inc 36 month extension to 5 years. Naturally I can't address service yet but they seem to know what they are doing and the two Spyder owners I talked to while I was loitering in the parking lot seemed very happy with the service setup. The dealer is Fremont Motorsports in Florence (home of the Federal prison where the stateside terrorists are serving their terms). Head out West from there and you are soon into the Arkansas River Gorge on US 50 where you can get a great dose of twisty curves while watching white-water rafters and serious fisherfolk along the way.

 

[Netminder]

Easy fix: Dual citizenships! :thumbup: :roflblack:

Wish I could! Want to adopt me BoB!:roflblack::yikes:

 

[bruiser]

As some have said, there are two sides to every story. I will be glad to supply both dealer names by PM. My reason for not mentioning names on the open forum is simple. I don't want to dissuade anyone from going to a certain dealer just on my opinion of that dealer. And vice versa. I will tell you what I think and the experiences I have had with them.

Customer satisfaction surveys are at best, ok. Most all are answered emotionally not objectively. Few that ask for further comment actually have comments included. I say this from personal experience as the company I worked for before retiring had a program run by an outside source. The powers that be finally realized, after several years, that the survey was unreliable.

We have received both mailed surveys and phone surveys from BRP. However, not in awhile. I would gladly and objectively complete a survey either from the dealer or BRP. I hope this helps answer some of your (y'alls) questions.

Wanted to add this. I went to my local dealer just before Spyderfest to purchase oil and filter. I was greeted by the service manager pretty quickly. We talked about oil changes and our pending trip to Spyderfest. He was very cordial. Even gave me a discount on the oil. On my next visit shortly after Spyderfest to order a part for BBs Spyder, it was as if I was invisible. No one acknowledged me as I waited to place the order. Not even the service manager who walked by me twice. I waited almost twenty minutes just to order that part and there was one person ahead of me. When I went back to pick up the part it was the same thing. I did manage to snag the service manager and ask about an appointment for a state inspection. He said to bring it in and they would try to get to it if I wanted to wait.

 

[rabtech]

As some have said, there are two sides to every story. I will be glad to supply both dealer names by PM. My reason for not mentioning names on the open forum is simple. I don't want to dissuade anyone from going to a certain dealer just on my opinion of that dealer. And vice versa. I will tell you what I think and the experiences I have had with them.

Customer satisfaction surveys are at best, ok. Most all are answered emotionally not objectively. Few that ask for further comment actually have comments included. I say this from personal experience as the company I worked for before retiring had a program run by an outside source. The powers that be finally realized, after several years, that the survey was unreliable.

We have received both mailed surveys and phone surveys from BRP. However, not in awhile. I would gladly and objectively complete a survey either from the dealer or BRP. I hope this helps answer some of your (y'alls) questions.

I posted the names of the dealers above because of gross lack of skill. If there had been some small issues I would have held back. I would hope no one goes thru what I did with the service department of these. I posted because I feel that people need to know. Kinda like posting a sign on a electric fence. I want people to know it hurt when i touched it....

 

[SC Chill]

I agree with the intent of the post. I will say that Matthews Fun Machines in Matthews, NC treated me well at the sale and at the 600 mile service. They recognized I was there early, well before they opened to allow the spyder to cools own before service, came and got me to put me first in line for service. Thanks, Rich.

 

[Hberninger]

After due consideration, I believe it is time to put my cards on the table. I purchased my machine from Powersports Cleveland. Talk about kiss my behind during the purchase! Free hat for wife and I. Discount on accessories. Blah. Blah. Salesman told me numerous times that I did not need an extended warranty because "these things never break". Ain't even gonna dignify that claim with a response. They wanted $1200 for the warranty. Saw that a dealer in Colorado was selling the BRP warranty for $899. Did the right thing and called my dealer and asked if he could/would try to meet that price. Never called me back. Call again. No response. Took the bike in for a vibration problem and was given the "nature of the beast" line. Have ridden other machines and the vibration is not there, so something ain't right. Tried to talk with them about it. No luck. Call & email BRP. No luck. $30k and still vibrating.
With that said, I must say that I did stop by Hattiesburg Cycles while on vacation in hopes hey could find the cause of the vibration while I waited. They did agree that there is a problem, the owner of Hattiesburg Cycles (Mr. Larry ?) even loaned me his own Spyder use to get lunch while they looked at my machine. In the end, no quick solution, but they were honest, didn't treat me like my IQ was below room temperature and told me that if I could leave the bike they "would find the problem and fix it quickly". Talk about a can do attitude. The only issue was that I was on vacation and could not leave the bike.
I use Tapatalk and just noticed that in the about 8 topics visible on the left margin, not including my post, there are two others that deal with very unhappy people. Coincidence?? I think not.


Sent from the corner of walk and don't walk....

Biosfena,
Sorry to hear of you negative experience with dealers. If all fails, I recommend J&J Cycles in Huron, OH. A small dealer, but very customer friendly.
Bernie

 

[pellcitypete]

Two good dealers that can get the job done. Cullman Powersports in Cullman Alabama and in Hamilton Alabama it is Motor Sport Super Store. I know the Can Am Mechanic at both of these places and they are pretty dang good. :thumbup:


The bad ones are Big Number 1 in Birmingham AL and Olive Branch Can Am in Olive Branch Mississippi. These two dealers just lack a knowledgeable service department. Like everyone I have my own facts about the four that make me feel this way. Don't get your panties
in a bunch if you happen to like or dislike one of them. Just the way I feel.

I agree 100% with you on the fact that big#1 is a joke an the one in Cullman is a good one !:thumbup: I had no problem naming names . Butt the dealers do read this form and they don't like bad reports I say do good work get good report :thumbup:

 

[pellcitypete]

The auto manufacturers seem to have figured out a rating system for their dealers that they incent based on their results from sales and service satisfaction surveys. Better ratings mean better pricing for units bought and thus more profit if they rate high by the customers. Can I assume that BRP does NOT have this in place? If so, wouldn't it be a win win if they did so? Five star dealers get the best deAl, three stars less so.....? Would address the issue at hand and would seem to be the fairest. BRP, are you listening?

They do have a rating sys. 5 stars great 2 stars bad so BRP knows what is said on here !

 

[asp125]

I don't have to name my dealer, they are the only one in Denver. So far I haven't had to use them for service, but I had to repeatedly bug them for my gas cap recall. They told me my Spyder (bought used from them) would be registered with BRP and that I'd get the recall notice. After 4 months of waiting I finally just went and talked with the service manager and got my gas cap.

 

[SpyderWolf]

As others have stated, since most dealer reviews are going to lead to mixed results the best approach would be to ask for dealer recommendations in your area. A couple weeks ago there was an owner coming to Charleston, SC, for vacation who was going to need service along the way. He asked for recommendations and many of us gave him multiple options based on our own experiences. He wound up using Velocity Powersports and was very pleased with the result. That is one of the best ways for us to help each other.

For what its worth, I just ordered some parts directly from the BRP online store. I expected them to come from Canada, but they were actually shipped from Alcoa Good Times in TN and arrived in about a week. If I can get that kind of service directly from their online store, I find it hard to believe a dealer would have a more difficult time and a longer wait to get many of the parts they need. I also received an email survey about the purchase process that I am going to fill out in a few minutes.

I have also received a service satisfaction survey after every service performed by a dealer. As Bruiser stated, I am not sure how helpful these are to BRP but I always fill them out honestly and include additional comments about what I liked or didn't like with the dealership.

 

[stillriding]

After due consideration, I believe it is time to put my cards on the table. I purchased my machine from Powersports Cleveland. Talk about kiss my behind during the purchase! Free hat for wife and I. Discount on accessories. Blah. Blah. Salesman told me numerous times that I did not need an extended warranty because "these things never break". Ain't even gonna dignify that claim with a response. They wanted $1200 for the warranty. Saw that a dealer in Colorado was selling the BRP warranty for $899. Did the right thing and called my dealer and asked if he could/would try to meet that price. Never called me back. Call again. No response. Took the bike in for a vibration problem and was given the "nature of the beast" line. Have ridden other machines and the vibration is not there, so something ain't right. Tried to talk with them about it. No luck. Call & email BRP. No luck. $30k and still vibrating.
With that said, I must say that I did stop by Hattiesburg Cycles while on vacation in hopes hey could find the cause of the vibration while I waited. They did agree that there is a problem, the owner of Hattiesburg Cycles (Mr. Larry ?) even loaned me his own Spyder use to get lunch while they looked at my machine. In the end, no quick solution, but they were honest, didn't treat me like my IQ was below room temperature and told me that if I could leave the bike they "would find the problem and fix it quickly". Talk about a can do attitude. The only issue was that I was on vacation and could not leave the bike.
I use Tapatalk and just noticed that in the about 8 topics visible on the left margin, not including my post, there are two others that deal with very unhappy people. Coincidence?? I think not.

PM sent.

 

[flaggerphil]

I totally agree with you BRP has a poor service after the sale attitude and the few that have a great dealership in their area is very Lucky and don't understand all of us that don't have one BUT for the most part all the THOUSANDS of ISSUES on this site is from BRP and Dealership lack of concern to keep the customer happy and is poor way to run a Business BUT I Love my Bike but we all got to deal with the poor BIKE issues BRP lack of quality has and Like you said they don't care I spoke with JULES (BRP REP) in Canada a few times and its like ok let her hang the phone up so she don't have to deal with it attitude glad you wrote this and you was not afraid to ruffle some peoples feathers and now you,ll get critized I,am sure like I do when I post something like this but $25-30 K for a bike that breaks down is crazy

:shocked:

Whoa...someone stole your punctuation!

 

[cabodan]

Brp

Call BRP costumer service directly and give them your concerns.Also you may get a little compensation for your down time and poor service from that dealer you mentioned.Good luck....

 

[jthornton]

In regards to your question about a survey after a service visit.......................I have gotten them several times, they are sent by e-mail with a link to a web site. I happen to be one of the blessed ones with two great dealers in the state, Cowtown (80 miles one way) and Pitbull (225 miles one way)! I was just at Cowtown today for an oil change, new rear break, and a general check-up before we leave for the Owners Event!:2thumbs:

I can add one more Dealer in the great state of Missouri, while not as big as the other two the Service Department at Midwest Sports Center in Farmington is top notch and tries very hard to do the right thing for the customer. I assume the Service Departments are what we are rating here...

JT

 

[flaggerphil]

Central Florida Powersports in Kissimmee is, IMHO, outstanding. Daytona Fun Machines is also very good.

Route 1 Motorsports in Grant, FL...not so much.

:sour:

 

[daveinva]

Yeah, I'm definitely caveat emptor when it comes to dealer reviews, particularly in the service departments.

There are great dealers. There are terrible dealers. Then there are "good enough" dealers, or "good luck with that" dealers. And everything in between, sometimes even depending on the day of the week.

Customer service is hard. Let's start from that, shall we? No matter how good a business is, it's tough to get great customer service 100% of the time. We're all human.

And, of course, we customers all have our own different ideas of what makes for good customer service. Some of us want as much of a personal touch as possible. Others prefer a more transactional approach.

I admit, I'm in the latter category. Contrary to my internet persona, I'm generally a man of few words. I love online shopping, show me the Yelp and TripAdvisor reviews (and I read the positive AND negative reviews, and take salt with both). I love the no-haggle Carmax model and "buy it now" eBay auctions. Tell me in writing what you're selling me, quote me a price, and let's get on with it. I realize, however, that there are others out there who prefer a very different consumer style.

Thing is, two people can go to the same Spyder dealer, have almost identical experiences, yet come away with very different perceptions. Thus, if you only have two reviews of any one dealer, you're not getting enough information.

For that reason, I'm all for naming dealers here at Spyderlovers. Rave about great service, complain about bad service. But don't just rave or complain-- *explain* what happened to make you rave or complain. Give us all the information you can, and we'll make our own decisions then. :thumbup:

 

[jerpinoy]

Good relationship between people always end up in good terms. Bullying is detrimental to anyone.

Good timing is the best time. Good greetings will open up a bright day. A nice smile will lift some creases on someone face.:yes::yes: Have a nice day to all. God Bless us all. Lets ride and be safe.

 

[Mr. White]

I will tell you my dealers name....hey, it is (was) in the phonebook.... South Texas Suzuki, Lytle, TX. Took me six weeks to get a throttle body...I called BRP and they said they were having "some problems" with this dealer. Finally got the TB and BR1 runs like a hose.

Two months ago a friend of mine (Suzuki guy) was there and the U.S. Mashalls showed up and lots of folks started loading up all of the BRP Spyders and boats. Later Suzuki and Kawasaki came by also.

Dealer is closed! Now I have two other dealer's within 50 miles of me so I gotta choose one and see how it goes. Wish me luck as I get mixed reports on both....ya pays your money and ya takes your chances.

:spyder2:

 

[MouthPiece]

I try to err on the side of extolling the virtues, and mentioning the name of my dealership, Seminole Power Sports, in Sanford, Flarda, (there I did it again) versus any complaints that I may have. I do this because I'm not the brightest bulb in the house when it comes to mechanics. Consequently, I don't have the credentials to "make judgment" about mechanical issues and whether they have acted properly or not. I think it human nature to over state when we are upset. In those instances, I feel that I should not mention their name. However, I do feel that I'm fully capable of reporting when "fixes" are made in a prompt and professional manner and are done with a service oriented attitude.

Chris



Chris