[howzmyroost]

Trust me, Can Am quality and customer service is non-existant no matter what the product. I just spend $10K in Nov on a 2009 DS 450 X MX race ATV and it came with a defective frame that was causing steering issues. I took it back to the dealer right away, within 2 weeks, and told them it was a safety issue. The dealer spent 25 hours on it and said they could not find the problem and Can Am told them to stop working on it. My husband and I spent hours on the phone with two employees from BRP customer service, and they were nothing but completely rude. At one pointt we were so frustrated we asked for our case to be reassigned to another rep, which BRP said it would. Of course we never heard back from them. I took it to a second dealer who called BRP and they told them that this issue has been looked at and the frame was "within tolerance" so the dealer told me it would be at my own expense to have it troubleshot. While the second dealer was pulling up the VIN, the mechanic listed off the warranty work that had already been done (only 5 horus on the quad and 2 shocks blown), and the records stated that the swing arm assembly had been replaced, WHICH IT HAD NOT. I phoned BRP and made a report of a potential fraudulent warranty claim by the dealer. They called back and said that yes the records stated the part had been replaced, and that yes they knew the part had NOT been replaced, but that the dealer had listed this in lieu of "labor" to claim the hours they had spent trying to trouble shoot the front end issue. My husband inspected it thoroughly and found that the front frame section had been bolted into the rear frame section crooked at the factory. We took it to a third dealer and the mechanics completely agreed. They took measurements and pictures and sent them to BRP who told them it was fine. The mechanics continued to push the issue and BRP decided to replace the frame on "goodwill". We hired a lawyer because we hadn't been able to ride the ATV since we bought it, it had been in the shop for four months, the warranty was running out, and we wanted nothing to do with Can Am and thier ATV or their company. We wanted our money back. (We have owned Yamahas, Hondas, and Suzukis and have NEVER had issues). Can Am's response was that the quad was "within tolerance" even though they never told us which standards they were basing that on, or what the tolerance was. The dealer's lawyer responded by saying that we had inspected the ATV on pick up and therefor they were not responsible. On top of that, Can Am advertised through several press releases that the ATV would come with a factory installed kill switch. When we picked up the ATV the tether was absent and the salesperson did not know why. He said he would inquire and phoned us the next day to say that BRP had stated that they "couldn't beleive it left the factory without it." So we waited for them to supply the tether. One month after, while the bike was sitting with a defective frame, Can Am made a press release that they were no longer offering this option. Our lawyer also raised this issue as purchase under false pretense, and Can Ams response was that they reserve the right to make changes to their products at any time, at their discretion. The dealer stated that their salesperson had never made that comment to us, BUT IF HE HAD nothing that any of their salespeople say can be used against the dealer or considered as a promise. THAT'S NICE. All this, not to to mention that on the first weekend on the quad one front and the rear shock both blew (and no I did not case a jump or roll the ATV.) So in summary, I bought a quad for $10K, rode it for 5 hours, had two shocks and the frame replaced under warranty, have a false warranty record of a replaced swing arm assembly, it sat around between shops for 5 months, the warranty has run out, and the resale value is next to nothing. I think BRP puts out extremely low quality products, and then washes their hands of it. They know exactly what they are doing.

This post has been edited by howzmyroost: 03 May 2009 - 08:52 PM

[vnmous1]

Here's an idea. Rather than moaning about it on forums that have nothing to do with your product, why don't you contact the attorney general of your state and explain your issues?

You spent a lot of time writing a chronology that means nothing to anyone but you.

With all due respect, complain to someone that can do something about it.

bj

[tweeder]

vnmous1, on May 3 2009, 12:16 PM, said:

Here's an idea. Rather than moaning about it on forums that have nothing to do with your product, why don't you contact the attorney general of your state and explain your issues?

You spent a lot of time writing a chronology that means nothing to anyone but you.

With all due respect, complain to someone that can do something about it.

bj

I dissagree with you, how else are we to know what happens to others and their products? If people didn't talk how would we know about class action lawsuits? This knowledge might deter a person from making that same mikstake as well. Just look at some of the issues in here, if they werent spoken about I wouldn't have known to goto the dealer and have the service bulliten work done and still have problems, some potentaly fatal(steering issues) The dealer sure as hell isn't phoneing me up to come in and have the work done. The less we know, the more money BRP saves.

[howzmyroost]

tweeder, on May 3 2009, 06:46 PM, said:

I dissagree with you, how else are we to know what happens to others and their products? If people didn't talk how would we know about class action lawsuits? This knowledge might deter a person from making that same mikstake as well. Just look at some of the issues in here, if they werent spoken about I wouldn't have known to goto the dealer and have the service bulliten work done and still have problems, some potentaly fatal(steering issues) The dealer sure as hell isn't phoneing me up to come in and have the work done. The less we know, the more money BRP saves.

THANK YOU. I was trying to alert people to the fact that Can Am has poor customer service, and poor quality so that people might know what they were getting into when the drop $18K on a Spyder. And my "long chronology" was to back my "moaning" up with facts.

Vnmous1 - when your Spyder craps out and Can Am doesn't give two craps you'll be moaning too don't kid yourself.

[spyryder]

Sorry you're having problems but this poll would suggest otherwise.

http://www.spydertal...?showtopic=9587

[vnmous1]

tweeder, on May 3 2009, 05:46 PM, said:

I dissagree with you, how else are we to know what happens to others and their products? If people didn't talk how would we know about class action lawsuits? This knowledge might deter a person from making that same mikstake as well. Just look at some of the issues in here, if they werent spoken about I wouldn't have known to goto the dealer and have the service bulliten work done and still have problems, some potentaly fatal(steering issues) The dealer sure as hell isn't phoneing me up to come in and have the work done. The less we know, the more money BRP saves.

So, he has a crappy dealer. Who hasn't had one? My point is simply this- The Spyder has absolutely zero in common with his vehicle except perhaps assembly. The ONLY thing you can ascertain from his post is that he's a very unhappy camper. So, tell somebody that can do something about it. Posting here as a public service (in your case you find it to be that) is one thing, simply going off on a company....ANY company...in this sort of forum doesn't serve the author at all.

Find a consumer advocate on your local TV or radio station. Let them do part of the work.

Report them to the BBB (doesn't do any good unless others look it up).

Go to Yelp.com and nail them (just make sure you're correct or you'll get sued).

As I said, contact the attorney general of your state and file a complaint.

Unleash every possible piece of your arsenal and do it in a calculated, timely fashion for max impact.

THAT'S what I'm talking about. It can work. You nor I are going to fix his problem for him, nor will we have ways to support him in his cause.

If I offended you...or the author....I apologize. But in the case of the author, I stand by the facts of what I said.

And, since I really don't need to respond to both of you in separate posts-----to the author, I appreciate your concern for me when my machine, the dealership and the company all fail me. That said, I can take care of it and will do so in a manner that is meaningful and efficient.

bj

[howzmyroost]

vnmous1, on May 3 2009, 09:27 PM, said:

So, he has a crappy dealer. Who hasn't had one? My point is simply this- The Spyder has absolutely zero in common with his vehicle except perhaps assembly. The ONLY thing you can ascertain from his post is that he's a very unhappy camper. So, tell somebody that can do something about it. Posting here as a public service (in your case you find it to be that) is one thing, simply going off on a company....ANY company...in this sort of forum doesn't serve the author at all.

Find a consumer advocate on your local TV or radio station. Let them do part of the work.

Report them to the BBB (doesn't do any good unless others look it up).

Go to Yelp.com and nail them (just make sure you're correct or you'll get sued).

As I said, contact the attorney general of your state and file a complaint.

Unleash every possible piece of your arsenal and do it in a calculated, timely fashion for max impact.

THAT'S what I'm talking about. It can work. You nor I are going to fix his problem for him, nor will we have ways to support him in his cause.

If I offended you...or the author....I apologize. But in the case of the author, I stand by the facts of what I said.

And, since I really don't need to respond to both of you in separate posts-----to the author, I appreciate your concern for me when my machine, the dealership and the company all fail me. That said, I can take care of it and will do so in a manner that is meaningful and efficient.

bj

I'm not offended. Its your opinion what the purpose of this post and this website is, just as it my opinion that I can use this medium to let other BRP customers know of my own experience. And yes my ATV has something in common with the Spyder...the manufacterer. There are several threads on this website about multiple problems with the Spyder...some severe like the steering issue. Some are so angry they discuss a class action lawsuit. But in any case, when you have problems with your Spyder, which you will, you will find, just as I did with my lawyer, that Can Am has quite a bit put into the fine print. Buyer beware.

[TharkunRT]

howzmyroost, on May 3 2009, 06:39 PM, said:

"But in any case, when you have problems with your Spyder, which you will"

I don't feel this statement from you is accurate, you seem to believe all Spyders will have issues, this is not true.

[Donzo]

Tharkun#409, on May 4 2009, 12:42 PM, said:

I don't feel this statement from you is accurate, you seem to believe all Spyders will have issues, this is not true.

I agree - I have had several bikes and cars for that matter that never had a problem - I am doing everything right concerning maintainence on my Spyder and believe this machine could make be as carefree as it is fun! I am knocking on wood as we speak...

[howzmyroost]

Interesting, look what I found in another thread...

"But, if the serious issues and lack of Customer Service are not resolved, I'll be keeping my $18k and buying something less risky. None of my Hondas and Kawasakies have ever had these sort of problems"

I wish all of you the best of luck. Because I wouldn't wish what happened to me on anyone.

And the fact that some people here are getting tripped up by the fact that the tread was about an ATV means they are missing the whole point. We are both dealing with the same company. If you don't run into problems then great, but if you do you'll get to experience first hand exactly what I mean about the poor customer service. If you do have problems good luck getting BRP to take you seriously.

This post has been edited by howzmyroost: 04 May 2009 - 10:05 PM

[Saluda]

Maybe it's a different kid but it has the same mother. Let him post, if it really bothers you you don't have to read it. As much as I love our Spyder and our Ski Doo sleds I feel BRP should take a big customer sensitivity course. They rely too heavily on their dealers.

This post has been edited by Saluda: 05 May 2009 - 08:06 AM

[Marc]

howzmyroost, on May 5 2009, 01:57 PM, said:

It seems that once BRP has your money they want nothing more to do with you.

We have seen many examples of that not being the case....there are always two sides to every story.

In any event, I know you are personally frustrated because of your bad experience. We welcome both good and bad experience stories. If however, 100% of your posts have the same recurring theme...then your message will just end up getting lost on our readers because people will question the motivation.

[howzmyroost]

Marc, on May 5 2009, 01:17 PM, said:

We have seen many examples of that not being the case....there are always two sides to every story.

In any event, I know you are personally frustrated because of your bad experience. We welcome both good and bad experience stories. If however, 100% of your posts have the same recurring theme...then your message will just end up getting lost on our readers because people will question the motivation.

OK good point. Thanks for understanding.

[WillyW]

Yep never had any problems. Xcept the "burning cat breaks" which actualy became alot more silent with time

[Chrison3]

I have held back before posting what some will take as wining but here we go.

I live in New York got tired of working on my projects and decided to purchase a 2009 SE5 on the fall of 2010. Winter rolls around a few times out did not get my 600 miles on it till early spring 2011. Had the 600 mile service done and strarted taking it out on a few of the nice days we had. It now has been in the shop for 4 weeks for the same problem.


When you stop at corners / lights the spyder faults out at times. Symptoms VSS icing comes on and the bike stalls. It may resatrt after turning the ignition switch on and off, pressing the mode button but not always. At times it requires multiple tries and at times upon restarting if it does the RPM revs up to 4-5k and I have to shut down the machine.

* 1st dealer
I dropped off the spyder they read the faults said that they found a loose sensor. I picked up the machine went 3 miles began to fault out again stalled many times. Took the spyder back.
* 1st dealer - second repair
Picked up the spyder rode it home that night took it for a ride faulted out not less han 15 times till I made it back home.
* 2nd dealer - sister location of first dealer
I trailered the spyder 40 miles since it was unsafe to ride they went back and forth with caan am techs. They replaced the GPS the tech took it out he said that he almost got killed when it stalled and someone almost ran into him.
* 3rd dealer
I decided to take it to another location and trailered it 135 miles to a dealer which sells the most spyders on the East Coast. Spent the day there and when I had to give up and leave that day for the 3 plus hour ride home (15 hour day) they were in the process of taking parts from a sister machine at the recomendation of the can am tech company service rep.
Look for further posts ie. one of the dealers had a 2011 RT that they had sold that they could not keep running being recrated at Bombardier's request to send back new machine bieng issued to dealer. There is a whole lot more going on than we are aware of and they are not speaking on. Contacting NY attorney generals office and an attorney. BRP's customer service is very poor with a non commital attitude and I have not been able to get beyond the receptionists desk. There is more to tell I am going to give BRP an opportunity to make things right.

WillyW, on 05 May 2009 - 03:30 PM, said:

Yep never had any problems. Xcept the "burning cat breaks" which actualy became alot more silent with time

[Plzdvm]

If you live near Nassau County L.I., try Long Island Power sports in Massepequa, .
I have had nothing but good, attentive customer service since I picked up my 2010 SM5. I had a few wrinkles, (VSS, DSP, limp mode errors initially) ironed them out quickly , no issues since...

Chrison3, on 20 May 2011 - 07:18 AM, said:

I have held back before posting what some will take as wining but here we go.

I live in New York got tired of working on my projects and decided to purchase a 2009 SE5 on the fall of 2010. Winter rolls around a few times out did not get my 600 miles on it till early spring 2011. Had the 600 mile service done and strarted taking it out on a few of the nice days we had. It now has been in the shop for 4 weeks for the same problem.


When you stop at corners / lights the spyder faults out at times. Symptoms VSS icing comes on and the bike stalls. It may resatrt after turning the ignition switch on and off, pressing the mode button but not always. At times it requires multiple tries and at times upon restarting if it does the RPM revs up to 4-5k and I have to shut down the machine.

* 1st dealer
I dropped off the spyder they read the faults said that they found a loose sensor. I picked up the machine went 3 miles began to fault out again stalled many times. Took the spyder back.
* 1st dealer - second repair
Picked up the spyder rode it home that night took it for a ride faulted out not less han 15 times till I made it back home.
* 2nd dealer - sister location of first dealer
I trailered the spyder 40 miles since it was unsafe to ride they went back and forth with caan am techs. They replaced the GPS the tech took it out he said that he almost got killed when it stalled and someone almost ran into him.
* 3rd dealer
I decided to take it to another location and trailered it 135 miles to a dealer which sells the most spyders on the East Coast. Spent the day there and when I had to give up and leave that day for the 3 plus hour ride home (15 hour day) they were in the process of taking parts from a sister machine at the recomendation of the can am tech company service rep.
Look for further posts ie. one of the dealers had a 2011 RT that they had sold that they could not keep running being recrated at Bombardier's request to send back new machine bieng issued to dealer. There is a whole lot more going on than we are aware of and they are not speaking on. Contacting NY attorney generals office and an attorney. BRP's customer service is very poor with a non commital attitude and I have not been able to get beyond the receptionists desk. There is more to tell I am going to give BRP an opportunity to make things right.

[ujm]

I will say that BRP's customer service has improved over the past few months.

[SS Adrenaline]

howzmyroost, on 01 May 2009 - 09:01 PM, said:

Trust me, Can Am quality and customer service is non-existant no matter what the product. I just spend $10K in Nov on a 2009 DS 450 X MX race ATV and it came with a defective frame that was causing steering issues. I took it back to the dealer right away, within 2 weeks, and told them it was a safety issue. The dealer spent 25 hours on it and said they could not find the problem and Can Am told them to stop working on it. My husband and I spent hours on the phone with two employees from BRP customer service, and they were nothing but completely rude. At one pointt we were so frustrated we asked for our case to be reassigned to another rep, which BRP said it would. Of course we never heard back from them. I took it to a second dealer who called BRP and they told them that this issue has been looked at and the frame was "within tolerance" so the dealer told me it would be at my own expense to have it troubleshot. While the second dealer was pulling up the VIN, the mechanic listed off the warranty work that had already been done (only 5 horus on the quad and 2 shocks blown), and the records stated that the swing arm assembly had been replaced, WHICH IT HAD NOT. I phoned BRP and made a report of a potential fraudulent warranty claim by the dealer. They called back and said that yes the records stated the part had been replaced, and that yes they knew the part had NOT been replaced, but that the dealer had listed this in lieu of "labor" to claim the hours they had spent trying to trouble shoot the front end issue. My husband inspected it thoroughly and found that the front frame section had been bolted into the rear frame section crooked at the factory. We took it to a third dealer and the mechanics completely agreed. They took measurements and pictures and sent them to BRP who told them it was fine. The mechanics continued to push the issue and BRP decided to replace the frame on "goodwill". We hired a lawyer because we hadn't been able to ride the ATV since we bought it, it had been in the shop for four months, the warranty was running out, and we wanted nothing to do with Can Am and thier ATV or their company. We wanted our money back. (We have owned Yamahas, Hondas, and Suzukis and have NEVER had issues). Can Am's response was that the quad was "within tolerance" even though they never told us which standards they were basing that on, or what the tolerance was. The dealer's lawyer responded by saying that we had inspected the ATV on pick up and therefor they were not responsible. On top of that, Can Am advertised through several press releases that the ATV would come with a factory installed kill switch. When we picked up the ATV the tether was absent and the salesperson did not know why. He said he would inquire and phoned us the next day to say that BRP had stated that they "couldn't beleive it left the factory without it." So we waited for them to supply the tether. One month after, while the bike was sitting with a defective frame, Can Am made a press release that they were no longer offering this option. Our lawyer also raised this issue as purchase under false pretense, and Can Ams response was that they reserve the right to make changes to their products at any time, at their discretion. The dealer stated that their salesperson had never made that comment to us, BUT IF HE HAD nothing that any of their salespeople say can be used against the dealer or considered as a promise. THAT'S NICE. All this, not to to mention that on the first weekend on the quad one front and the rear shock both blew (and no I did not case a jump or roll the ATV.) So in summary, I bought a quad for $10K, rode it for 5 hours, had two shocks and the frame replaced under warranty, have a false warranty record of a replaced swing arm assembly, it sat around between shops for 5 months, the warranty has run out, and the resale value is next to nothing. I think BRP puts out extremely low quality products, and then washes their hands of it. They know exactly what they are doing.

Well I thank you for posting and getting it off your chest. If anyone has a problem with what you say then they can choose to not read it. We can understand that even though you are talking about a quad and not specifically a spyder you are warning us about buying anything from brp as a company. I have never purchased anything from new but I do own a skidoo which I do the maintenance on myself. If I ever get a Spyder then I would want to do the work myself as well. I only hope that they are as easy to work on as my REV. Good luck to you and Im sorry to hear about your misfortune.

[RattiganRoger]

My overall experience with BRP product, service and company has been excellent.

[SKS06460]

HMMM---
I have to say that I am VERY happy with the BRP customer service, which I believe is based in large measure on my dealer.

I am, however, becoming very disenchanted with the amount of times I've had to bring the Spyder in for service. Although I greatly appreciate the warranty support, I'd rather ride the thing than have it in for warranty service.