This is a discussion on can am customer service within the General Tech and Discussions forums, part of the Can-Am Commander UTV Garage category; just bought 2011 can am commander xt on 3-12-11. took 1st ride on 3-14-11. after just 4.0 hours/50 miles it broke down on the trails. had to pay to have ...
just bought 2011 can am commander xt on 3-12-11. took 1st ride on 3-14-11. after just 4.0 hours/50 miles it broke down on the trails. had to pay to have it trailored out of the woods(Per BRP warranty)(do not have big enough trailor yet) i took it directly to dealership and was told that a bolt backed out in the clutch. was advised on 3-16-11 that the parts were on back order. was then advised that parts were back ordered again and wont be sent until may 9, 2011. i am pissed. i bought this brand new with most accessories($18000.00) i was advised by the dealer to call BRP customer service and speak with a supervisor. on 3-22-11 i called and was told that all supervisors were busy and that they would call me ASAP. no call back. called on 3-24-11 was told same thing. called again on 3-25-11 and requested to speak with a supervisor. was told by the same lady(melody) from previous calls that i could not speak with a supervisor and they would call when they are ready. this really pissed me off. they have not called back. has anyone had this type of bad experience with BRP? i feel like just because i already paid for the machine, they have no need to provide customer service. this was a brand new machine(never drove it over 25-30 mph in low gear) and it breaks down immediately. i think i at least deserve a phone return call. i really liked the commander, but if this is how BRP operates, i dont want the machine. what are the odds of BRP making this problem right or at least returning my calls. i spent alot of money getting out of the woods. i do not want to have to wait till after may 9, 2011 for a brand new machine to get fixed. anyone have direction to go in, or have experienced a similar problem with BRP's customer service? looking for advise. thanks, jlabow
jlabow, I would advise keeping a log of all trips, mileages, phone calls, nature of conversations, etc.
That completely sucks! I think I would go and have the DEALER get a supervisor on the phone... And all the stuff Ricefarmer said.
do you think i will ever get to speak with a supervisor? have you heard the same complaints from other people. this whole can am/BRP experience has been terrible(except for the sales/dealership). they have been constantly calling BRP. i dont think the company really gives a **** about customer service, so they will not return calls or attempt to make the experience right. thanks, jlabow
I would personally due exactly what ricefarmer said. Then next I would call them with a inline phone recorder and let whoever answers (maybe melody) know that the call is being recorded and discuss your issue and or ask for a supervisor. If you don't get thru then let them know that the next phone call coming from your way will be a lawyer!! If you still don't hear anything then go to a lawyer and have them write a letter to BRP and I am sure they will jump out of there seat for ya.
Jalbow, sorry to hear what you have had to deal with after spending all the money. I had much better luck with the rearend going out and having back in about 10 days.
I would think BRP would step it up but sounds like they only staffing a customer service department with one part time employee.
I would put the some pressure on the dealer, they have there contacts. One other thing is you should have them extend your warranty at least 6 months, I think the dealer could at least get you that if not bring you up to the full 3 year warranty.
Not that it is the dealers fault but where are you having it fixed so if any of us deal with them we could also put the pressure on by asking about it when we are there.
Best of luck and mybe someone on here can take you out with our Commanders so you can as least get out riding from time to time.
My dealer takes care of business first and fights BRP later. My personal opinion is that the dealer should take care if you even if that means stripping a new machine,to keep you running !!!!
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I would think that if they were a good dealership, they would pull the part or parts off of a new machine on the floor. If they have have one sitting there??? I do that alot with the stuff we sell. BRP isnt the only company that does this. A few yrs ago one of our poo atv had the rear diff go out, and also had to replace the coupler that connects the diff to the trans and that was on back order all summer. Finally we got sick of waiting, and my dad saw that they were building that machine on the assy line and grabbed one off the line.
So its not only BRP that has backordered parts. Yeah its suck to have to wait but its how it goes sometimes. Best of luck to you though.
What part or parts do you need? I have a few things if i could help that i have taken off or changed on mine.
the parts that are back ordered are: heat protection mat(part#420975050) and the outer half assembly(part#420280178). thanks, jlabow