BRP US

Purchased my CanAm Spyder new this year and the body panels are mis-aligned which prompted me to contact customer service at my dealer which said that's normal. Not believing a quality manufacturer would take that position I filed a case with BRP customer support and cannot get them to reply back on my case. No U.S. manufacturer would do that and this to me reflects on what you can expect with product quality and customer service when it's warranted

This is in response to your recent letter regarding Mr [redacted] wishes for BRP to offer some assistance toward his Sea-Doo® RXT model We agree with Mr [redacted] that the decision in his case took more time than was initially anticipated This was partly due to time constraints on various parties involved in the investigation We understand that this may have added some frustration to the situation However, we disagree with his inference that BRP does not care about safety As stated on our Web site (www.brp.com) and carried out in our daily operational activities: We (BRP) are committed to provide products that are safe and in compliance with all applicable laws and regulations established for the protection of consumersMore specifically, BRP is committed to the following actions:Integrating generally accepted product safety principles in product design, engineering, testing, manufacturing, marketing and after-sales services;Practicing state-of-the-art methodologies related to product safety evaluation;Providing clear and accurate product safety information to our customers; andUndertaking appropriate and timely investigations and corrective actions, when necessary, in response to product safety concerns.Mr [redacted] questioned our not issuing a press release regarding his incident When appropriate BRP communicates both safety and other information to purchasers of its products No safety recalls were ever issued in relation to this model/year Sea-Doo watercraft In fact, there weren’t any warranty claims submitted for the watercraft throughout the warranty period, which expired on March 7, At the time of the occurrence, the watercraft was out of BRP’s care and control for more than seven (7) years During that time, there were pre-/post- season and regular maintenance opportunities which are recommended to be performed by an authorized Sea-Doo dealership These types of services are not reported to BRP Through the photographs submitted to us, we know that parts were replaced on the watercraft prior to the date of the incident The reason for the repairs and the validity of the repairs were not monitored by BRPIn closing, our position in this matter remains as previously conveyed to Mr [redacted] We will be unable to offer any assistance to him It is unfortunate that he did not have insurance to cover his loss [redacted] BRP US Inc

As Ms [redacted] stated, she reached an agreement with her dealer wherein he offered to take back the watercraft and pay off the remaining balance on the loan By doing so, the dealer assumed an up-front substantial financial responsibility and the costs associated with reselling the watercraft Since this was an agreement between the dealership and the consumer, BRP is unable to get involved As a manufacturer, BRP's responsibility is to uphold the limited warranty which we have done It is for these reasons that BRP will be unable refund any money to Ms [redacted] [redacted] BRP US Inc

We will be replacing the inner (sun) shield for Mr [redacted] [redacted] BRP Coordinator – Legal Support – Ski-Doo, Sea-Doo & C[redacted] * [redacted] [redacted] * [redacted] ** [redacted]

This is in response to your recent letter regarding Mrs [redacted] wishes for BRP to replace parts on her Can-Am® Maverick Max side-by-side vehicle We believe that Mrs [redacted] letter to you and her communications with BRP staff occurred about the same time I spoke with her on October At that time, she was concerned about the vehicle’s safety because her children ride in it I assured her that the SSV is safe We also talked about the wear/discoloration on the inside rims of the rear tires There are scrapers on the insides of the wheels which scrape mud/dirt and other debris from them It is the debris that is abrasive against the wheels In the scraping process, some of the finish rubs off the wheels This is not a defect I also confirmed with her that the wheels are not cracked in anywayWe believe Mrs [redacted] questions were answered at the time I spoke with her If not, please re-contact me [redacted] BRP US Inc

We received the Complaint you forwarded from [redacted] regarding his Sea-Doo GTR watercraft The damage to Mr [redacted] watercraft has been reviewed several times for warranty consideration, including when we were contacted by the Office of the Attorney General for the State of Maine The damage to the engine was determined not due to a manufacturing defectMr [redacted] contends that he properly winterized it; however with the information provided to us, we respectfully disagree with him Yes, if a person has the expertise, he/she person may winterize his/her Sea-Doo By way of the Operator’s Guide, we advise that if the watercraft is not properly winterized, the intercooler could freeze This freezing could cause damage to the productWhen there is concern for the watercraft, especially in water intrusion cases, it is best to take it to an authorized Sea-Doo dealership as soon as possible There is a special procedure called a “boil-out” procedure which, when done shortly after it is suspected that water has gotten into the engine, can reduce the amount of damage In many cases, when caught soon enough, there is no residual damage This service is at consumer expense, unless the reason for the "boil-out" is covered by the limited warranty It is our understanding that Mr [redacted] did not authorize the dealer to service the craft, only to inspect it As a gesture of goodwill, we offered to contribute $toward the cost of the repair This offer was not accepted Our position in this matter remains the same

We’ve reviewed Ms [redacted] additional comments and again contacted Mosites Motorsports There is a definite difference in viewpoints of the interactions between the [redacted] and the dealership It is doubtful that a consensus could be reached between themThat aside, BRP’s decision was based on technical aspects of the information provided to us As such, we will be unable to change our prior decision The repairs that were needed are maintenance-related for which the consumer is responsible for the cost [redacted] BRP US Inc

We were previously contacted by Ms*** and Jet Thrust Performance, the dealership that replaced the engine in her Sea-Doo earlier in When it was brought back to the dealership for the hrservice, the dealer noticed that the watercraft’s engine was not running as it should be Looking inside it, they noticed that the rear piston had scraped the walls of that cylinder They submitted photographs to us for our reviewThe dealer informed us that the oil pump was working, so this was not the problem We did not immediately make a decision, but asked the dealer for more photographs to review This was to help to ensure that our initial thought was the correct one The ultimate decision was that the damage was due to water getting into the engine.After receiving your email, I asked two uninvolved technical service representatives to review the photographs They agree that water intrusion was the cause for the damageSince the engine was installed by a BRP dealer and was within one year of that installation, BRP would have covered the cost of a replacement part if it was found defective We have nothing to gain by not honoring this responsibility Unfortunately for Ms [redacted] because the damage was not from a defect in the replacement part, we will be unable to replace the engine as she requested We understand that this is not the answer that Ms*** was hoping for However, this is not the type of damage that we can assist with [redacted] BRP US Inc