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Author Topic: DigiNow SCv2 reliability / troubleshooting  (Read 1245 times)

Shadow

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DigiNow SCv2 reliability / troubleshooting
« on: September 16, 2017, 04:19:57 AM »

I have four SCv2 modules. One of them failed completely with smoke and does not power on at all. Two of them flash green/red on 120Vac and red/green/red on 240Vac. One of them flashes red/green/red on 120Vac and 240Vac.

None of them charges the bike anymore.

I suspect a problem with the chargers broke my bike, or a problem with the bike broke the chargers, or possibly an environmental factor (vibration, cosmic rays). It is difficult to know without any clear documentation or support.

This is within the 1-year warranty period however I have not yet succeeded in either getting support or getting my money back via credit card purchase protection.

If you're thinking about buying a DigiNow SCv2 system, ask me anything. Most people who have had the DigiNow SCv1 know how most of those failed and were replaced with the SCv2. If you've had a good experience with SCv2, tell us how long you've had it and if it has been reliable, have you made any modifications or improvements to the system? How has the product support been and what channels did you go through?
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nevetsyad

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #1 on: September 16, 2017, 04:51:03 AM »

Have you asked Brandon for support first?
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Electric Terry

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #2 on: September 16, 2017, 08:53:03 PM »

Woah all 4 chargers???  :o
I heard through Luke and others how the first couple broke shorting the fan wires, how about the other 2?  I wish Brandon would give you better support, I know he is not the best at customer service and gets frustrated easily when people do not listen to him.  I have experienced this with Brandon as well.  But I remember him vocally getting very mad you were messing with your 12v fan wires and he warned you not to do this as it could short the charger.  When you did anyway and you killed it, he was just so mad and realized he couldn't deal with you.  He is a great programmer but not the best at dealing with people that upset him I will agree.  I'm not sure how you killed the other 2 this I am just hearing about, I know he sent you new ones that cost him a lot of money.

I hope you guys can resolve this, but Brandon feels you don't listen to him and want to tinker with everything until it breaks and financially he can't support or warranty someone doing that.  If you had someone close like Luke or I to look after your modifications we could help warn you when you are doing something dangerous or sketchy, but you are quite far away.  Because these things are so expensive it's best not to tinker with them, even if you see guys like Luke or I doing it.

I hope you guys can sort this out but then you have to promise him you won't try to modify anything

Maybe it's best if he can see if you did something to the bike to cause the others to short.  There really isn't anything you can mess up.  Did the polarity on the Anderson connector to the bike get reversed somehow?  Out of all the 100+ bikes using superchargers, a couple people with the first batch had a loose pin that got fixed sending a new connector, and that process is fixed now, but no one has had a charger die except you.  And for it to happen 4 times I would take this as a sign Shadow, please don't keep messing with stuff.  For what ever reason, something that is happening isn't working between something you are doing, the chargers, and the bike.  Ideally I'd say see if he will sell you more chargers at cost, let him install them, and then promise not to touch anything on the bike.  If you were to do it again, and something were to happen, I mean, man...  I think he doesn't trust you not to do this right now and feels you are a compulsive tinkerer and can't help yourself.  You guys need to come to some agreement.

But anyway he is so busy with backorders he doesn't have time for that.  Or I feel patience either.  Since hundreds and hundreds of these things are going in Zero bikes all over, I think once he hires a 2nd service tech, it will be best to have that tech look at your bike.  Right now he's just too busy.  Wait for the next batch of 100 to ship and fill all the orders for all the people waiting and maybe he can reconsider what to do with your situation.
« Last Edit: September 16, 2017, 09:14:17 PM by Electric Terry »
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nevetsyad

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #3 on: September 16, 2017, 09:09:28 PM »

I've had a SCv2 for most of the year, just a 3.3kW, tank mounted. I just received my 3.3kW add on, hoping to install it this weekend.

They seem well engineered and reliable, I've yet to have any issues at all. Brandon is a busy guy, but when I need something, he's usually available via Facebook Messenger. I haven't modified one, and I don't think I ever would, unless it's something Brandon has approved. They're very high voltages and with 6.6kW coming out of them, I'm not risking doing anything that could kill me, to them. :p
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dukecola

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #4 on: September 17, 2017, 12:54:37 AM »

I've had my 2 modules since Feb, they work great. Brandon has provided excellent service, responds to all my messages and questions. He warned me not to mess with the fan wiring ( I wanted to power another fan to vent top case) and also about splicing wires, etc. As such, I haven't modified anything. Chargers work perfect. Elcons are extremely reliable, used in electric cars all over the world.
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Electric Cowboy

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #5 on: September 17, 2017, 03:00:18 AM »

I did not want to make this a public issue, but since this has been done, I think we need to clarify things.

Eric, I explained to you in person the dangers of the modifications you were attempting. I have given you multiple days of my time in emails, phone calls, and chats warning and in fact begging you not to do what has been done to your chargers. I was there in person to advise you when you installed the chargers. I wish you had chosen to listen to me.

These chargers are color coded to make installation as simple and safe as possible.The chargers are waranteed so if there is any issue, you could be made whole again. The warranty is not, however to cover cutting apart the charger and making changes the manufacturer (us) tells you not to do.

The one thing I have repeated over and over is not to mess with the 12v wires. There are 3 months of corresondance repeating this. DO NOT MESS WITH THEM. You have cut them, shorted them, spliced them and repinned them. This is exactly what I warned you not to do. DO NOT DO THIS.

So here we are 3 months later with 4 destroyed chargers. You are unhappy about this but I am ever more dissappointed that you chose not to listen to me. After breaking this chargers you did a charge back on your card telling the bank that they arrived broken. Considering everything I have tried to do for you I find this more insulting than just ignoring my warnings about modifyingh the chargers. I am sorry to see this whole fiasco drug out on a public forum like this but I stand behind my products and the support I have given you. I don't know what else I could have done.

Below is our corrspondance and images of your modifications.

As a pdf :
https://drive.google.com/open?id=0B8Bju8izTnlXaWlDX2I2czBFQmc

As images if you cant view PDF files:

https://drive.google.com/open?id=0B8Bju8izTnlXX0RqU2dXZy13OWM
https://drive.google.com/open?id=0B8Bju8izTnlXbk5mX3VybWJNXzg
https://drive.google.com/open?id=0B8Bju8izTnlXMjlqUzFZNGExUTQ
https://drive.google.com/open?id=0B8Bju8izTnlXY3MwU1l0S0g0a0k
https://drive.google.com/open?id=0B8Bju8izTnlXTWNqbFhCZWNuRGs

https://drive.google.com/open?id=0B8Bju8izTnlXbDBGTXhUVFEyQWM
https://drive.google.com/open?id=0B8Bju8izTnlXRGQyeEVIWHNkd0E
https://drive.google.com/open?id=0B8Bju8izTnlXdER1cXdYT0FmbXc
https://drive.google.com/open?id=0B8Bju8izTnlXRU5Oa2RKdU50TUk
https://drive.google.com/open?id=0B8Bju8izTnlXMEVxTUlIa0pwUkE

https://drive.google.com/open?id=0B8Bju8izTnlXRlBfRVpPX3F6bE0
https://drive.google.com/open?id=0B8Bju8izTnlXTm5uMkwyVHRyOWc
https://drive.google.com/open?id=0B8Bju8izTnlXWUxVUlExTWtkYkk
https://drive.google.com/open?id=0B8Bju8izTnlXS0YtVnZXb1VfSGs
https://drive.google.com/open?id=0B8Bju8izTnlXZ0RKbHJxaTNHLWs

https://drive.google.com/open?id=0B8Bju8izTnlXUHFhVlVXbWhLeDg
https://drive.google.com/open?id=0B8Bju8izTnlXbnJlNUhmQzRnR0U
https://drive.google.com/open?id=0B8Bju8izTnlXaThNSzBXSjVLWGs
https://drive.google.com/open?id=0B8Bju8izTnlXT0xFcW1uUDQwUkk
« Last Edit: September 17, 2017, 03:18:09 AM by Electric Cowboy »
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Shadow

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #6 on: September 17, 2017, 06:11:29 AM »

Have you asked Brandon for support first?
Yes, I was in communication with Brandon via Google Hangouts. Most recently Brandon deferred any future requests for support to Harlan / Hollywood Electrics. I mailed in all the charger units at Harlan's request. Harlan had to write me to say upon receipt that Brandon would not support him with parts or service and the best thing to do would be to return ship the package outright. At that time there was one failed charger module due to be returned per the invoice for a replacement I had purchased. This failed unit is the one where I visually inspected the inside of the unit to try to determine the mode of failure. The other three units were in a mix of semi-operational condition, some had malfunctioning 12Vdc fan supply in as much I could determine, and it seemed to be that the best thing to do would be to have them assessed for functionality. Unfortunately in following Brandon's direction I was given the runaround and the chargers merely were shipped around at my own expense (and Harlan's) but never assessed. That charger module what initially failed is now again in my possession. I am in the process of a credit card purchase protection dispute to cover my interests since there's a limited timeline to do so and no other support channel available to me. I have no business with Hollywood Electrics. I purchased my DigiNow SCv2 stack through Grand Canyon Cycles and also through Brandon / DigiNow directly. It is confusing to me why Hollywood Electrics would be involved and then put into a position where they are not able to assist.

Woah all 4 chargers???  :o
I heard through Luke and others how the first couple broke shorting the fan wires, how about the other 2?
I had three charging modules that would in fact charge the battery until this week, when the bike accelerated out of control (I had to key-off to regain control) and subsequently after towing to a dealership (and then firmware upgrade / commission controller and motor) I discovered that those three SCv2 charging modules do not charge the battery. I am concerned that the bike and DigiNow SCv2 stack failed within the same time period. It is possible that the three SCv2 modules are alright, or that they are damaged, I would not be able to know and as above I had tried to send the whole stack in previously for assessment without success. If the SCv2 control module were faulty then I would need a replacement, however that depends on getting parts and service which does not seem possible given what I have experienced.
I'm not sure how to respond to the "I know that..." assumptions when what you're [Terry] saying is not quite accurate. I'm not really into tinkering and having my bike be a project, as it has become trying to keep the DigiNow SCv2 stack running for more than a month at a time without some crimp falling apart or fan module shorting out and then following down a path to being totally unsupported by the vendor. At some point I would have hoped that there would be a clear date and time or strict direction of what to do and not these useless-to-me scoldings and evasive messages amounting to what not to do.
Maybe it's best if he can see if you did something to the bike to cause the others to short.  There really isn't anything you can mess up.  Did the polarity on the Anderson connector to the bike get reversed somehow?  Out of all the 100+ bikes using superchargers, a couple people with the first batch had a loose pin that got fixed sending a new connector, and that process is fixed now, but no one has had a charger die except you.  And for it to happen 4 times I would take this as a sign Shadow, please don't keep messing with stuff.
I had been on a day trip to Sacramento the day before the recent failure with the bike and DigiNow SCv2 stack. Charging worked about as well as it usually would. The cowl has stayed where it is, I haven't so much as taken off the seat or bothered with anything since getting the package returned from Hollywood Electrics and installing the stack again.

I've had a SCv2 for most of the year, just a 3.3kW, tank mounted. I just received my 3.3kW add on, hoping to install it this weekend.
They seem well engineered and reliable, I've yet to have any issues at all. Brandon is a busy guy, but when I need something, he's usually available via Facebook Messenger. I haven't modified one, and I don't think I ever would, unless it's something Brandon has approved. They're very high voltages and with 6.6kW coming out of them, I'm not risking doing anything that could kill me, to them. :p
It will be tempting to ride faster and so heating up the battery faster with a 6.6kW charging rate. Keep in mind that 118degF any hotter and the battery will be too warm to charge;  I found that riding 20-30minutes at 52-55mph somewhere around that fast just before you get to a charging station will be best to let the battery get as cool as it is going to get, and from there 6.6kW rate should be steady and not overheat the battery except on a really hot ambient temperature. Enjoy your faster charging and that is interesting about Facebook, I don't have it though.

I've had my 2 modules since Feb, they work great. Brandon has provided excellent service, responds to all my messages and questions. He warned me not to mess with the fan wiring ( I wanted to power another fan to vent top case) and also about splicing wires, etc. As such, I haven't modified anything. Chargers work perfect. Elcons are extremely reliable, used in electric cars all over the world.
Glad to hear your chargers are working well for you, and that support has been good.

I did not want to make this a public issue, but since this has been done, I think we need to clarify things.
Eric, I explained to you in person the dangers of the modifications you were attempting. I have given you multiple days of my time in emails, phone calls, and chats warning and in fact begging you not to do what has been done to your chargers. I was there in person to advise you when you installed the chargers. I wish you had chosen to listen to me.
Yes, the fan module you helped installed caught fire and damaged the 12Vdc supply on a charger module. I appreciate the fast effort that day to meet again in person to diagnose the issue. However that module did fail progressively over time as shown in the pictures I took of voltage and current measurements. I was hopeful you would provide a date and time for a follow-up or direction about what to do, and to replace that module under warranty as I established what was the likely cause of failure.
These chargers are color coded to make installation as simple and safe as possible.The chargers are waranteed so if there is any issue, you could be made whole again. The warranty is not, however to cover cutting apart the charger and making changes the manufacturer (us) tells you not to do.

The one thing I have repeated over and over is not to mess with the 12v wires. There are 3 months of corresondance repeating this. DO NOT MESS WITH THEM. You have cut them, shorted them, spliced them and repinned them. This is exactly what I warned you not to do. DO NOT DO THIS.
I have not shorted the 12Vdc fan supply wires. It's something you keep saying but I have not done that. I made measurements of the voltage and current using a digital voltmeter. Over time some of those crimps and connectors simply fell apart and I fixed them as that is easy to do with basic tools. Also I have asked for guidance on how to protect those 12Vdc fan supply lines from failure but your answer is simply not to touch them. I'm forgiving that the install was a bit of a hack job, and that the fan caught fire (which you made a bushfix for quickly), but nearly a year on I have no working chargers and no support. All I want (and paid for) is 10kW charging that works and I don't have to worry about it breaking down like it seems to do every month from a bad crimp or lack of information. There is no motivation for me to sabotage these chargers, I need them to work so I can get around - the Zero is my only vehicle.
So here we are 3 months later with 4 destroyed chargers. You are unhappy about this but I am ever more dissappointed that you chose not to listen to me. After breaking this chargers you did a charge back on your card telling the bank that they arrived broken. Considering everything I have tried to do for you I find this more insulting than just ignoring my warnings about modifyingh the chargers. I am sorry to see this whole fiasco drug out on a public forum like this but I stand behind my products and the support I have given you. I don't know what else I could have done.
I initiated the credit card purchase protection claim that would resolve in your favor if you provide support. I don't do spiteful things, it's a product I purchased which is unreliable and the support sucks, from my point of view. I'm covering my self-interests here as I normally do for any high-tech product which does not perform or has terrible service and won't do the function it is supposed to.
Below is our corrspondance and images of your modifications.
**snip**  That's fine by me if you want to make public our private correspondence; with the caveat that it would be wise to strip all personal identifying information like addresses, email contacts, phone numbers, mailing addresses. This forum does get indexed by search engines and so does the text of some types of hyperlinks to Google-provided information services. I'll leave it as-is but it may run afoul of the forum guidelines;  Anyone truly interested in our private conversations may ask and with your permission I'll be happy to share the Google Backup in json format.
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Electric Cowboy

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #7 on: September 17, 2017, 09:52:10 AM »

Eric,

As was stated and warned what you were doing to your chargers was a huge warranty violation which is why your chargers are not warrantyable. The correspondence speaks for itself.

Fixing the chargers free of cost and having them charged back at the same time is not possible. If you wish for them to be serviced, first they must be paid for and second the service must also be paid for.

I can not stop you from cutting your chargers up, I can only give you support and advise you not to.

None of the dangerious things you did needed to be done. I wish you would have listened to that to start with and none of this would have taken place.

I stand behind my product, support and warranty.

Sent from my Nexus 6P using Tapatalk

Shadow

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #8 on: September 17, 2017, 11:04:25 AM »

I can not stop you from cutting your chargers up, I can only give you support and advise you not to.
Have never been "cutting [my] chargers up", there's one unit I opened the cover of for visual inspection, that's why there's screws holding the thing together obviously. Rubbish claims you're making about service support and warranty in my experience... repeating it doesn't make it true for me? If you've said something to the effect of actually providing service or support or warranty that could in any way have something to do with the four non-functional DigiNow SCv2 charger modules I have before me... well let's hear it!

I can't even get a diagnostic or quote for repairs?

The module you directed me to return was rejected and return shipped back to me?

What support channel would you have me interact with you through? Email? Phone?   Why the public forum you suddenly are interested to say something?
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anton

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #9 on: September 17, 2017, 12:47:54 PM »

I'll chime in on reliability issue.

I had my chargers for a year now. In fact, I bought my Zero largely because SCv2 became available and put 16,000 miles on it so far. I've had an issue with pre-release version of control box -- there were like 4 of those out in the wild and all 4 of them have been replaced. Any other time I've had "issues" was because I didn't plug my connectors all the way through.

I've encountered my fair share of bad/broken stations, Zero firmware bugs, not being able to charge after riding in 105F+ weather (battery limit), poor trip planning and what have you. However none of those things are related to SCv2. My chargers have been completely solid in doing what they're supposed to do.
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MrDude_1

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #10 on: September 18, 2017, 01:11:25 AM »

Having just read the conversation posted... why the hell did you fuck with the 12v wires? seriously. use a univeral input power brick.

now for Diginow,  it takes is a phone call and an email. They can prove you had a working system, and were modifying it for cooling, and they explicitly and directly told you not to fuck with it. you fucked with it. and now want money back.

nope. transaction ended. you hold all risk for your choice of altoids tin can mods...  No. you should not get any money back... and frankly you're lucky you're not dealing with someone petty like myself. the last time I had someone try this on one of my devices, I got a nice legal judgment against them for 3x the amount they paid me.
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nevetsyad

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Re: DigiNow SCv2 reliability / troubleshooting
« Reply #11 on: September 21, 2017, 08:01:14 AM »

Just installed my expansion, up to 6.6kW (7.8kW with onboard also) now. Had a question and pinged Brandon, he video chatted with me and helped me with the install. Followed his best practices and I'm able to charge from 20-95% in under an hour now!
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2020 Zero SR/S (sold)
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