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[Jimnb11]

Called Heinen for an update. Things are getting worse. The 12V battery arrived and was installed. The service rep told me they think one of the chargers in the bike is bad and for this reason, the 12V battery is not being charged. That didn't sound right to me. According to the Zero manual, the charge of the 12V battery is maintained by the power pack. Also informed me that they cannot communicate with the bike. I reminded them that I dropped off a bike that was fully operational and only needed recall and warranty firmware updates.

Does not appear to be an end in sight. Zero customer support has sent me a couple messages on this forum and they said a technician would contact Heinen to resolve the problem. I'm sure I would have been much happier ignoring the recall and firmware updates. Well... it was fun while it lasted, but now I have a $20,000 paperweight.

[princec]

Any sane dealer would give you a replacement bike until they got it fixed.

Cas

[Jimnb11]

A loaner bike would be nice but an offer hasn't been made.

Talked to Zero again. I was told an engineer will once again reach out to Heinen. Requested an email response concerning this consult. I'll see what happens.

[Richard230]

Any sane dealer would give you a replacement bike until they got it fixed.

Cas

In the U.S. my experience over the past 60 years is that I have never had a franchised dealer offer to provide a loaner overnight, much less for several days or longer when you are having repairs performed or waiting for parts. Perhaps that used to be due to liability concerns, but the last time I spoke with my BMW dealer it had to do with their demonstrator models (if they had any) being owned by the motorcycle company and could only be used to offer test rides for a limited amount of time.

[fredx]

I never had a problem with the original brake light switch on my 2020 SR/F.  But after the recall and replacement, the new one is flaky.  Tapping the front brake lever doesn't always reliably disengage cruise control, which tells me it's also not reliably illuminating the brake light.

[Jimnb11]

Today I leave for home after two weeks vacation. In the deepest recesses of my soul, I had hoped the bike would be ready, but alas, I’m disappointed. Called Heinen yesterday and today, no answer, and the messages remain unanswered. Left a message  on their Facebook page, even though they had answered previous messages, they have remained silent for several days now. Despite repeated assurances from Zero customer service, I haven’t received an email or phone call from their engineer. Glad I didn’t ask Heinen to do the motor commissioning, who knows what would have happened.

[Tony]

Wow, really a big difference between dealers. I got a slot to upgrade and do all fixes with mine. It took a couple of weeks before it was my turn, but once I dropped the SR/F off they did everything right away and I picked it up the next day. They installed new side / top cases, checked the whole bike including adjusting air pressure, check oil, braking fluid, belt, did firmware update, checked the electric system and so on.

I told them I got the brake recall note as well when I was there to pick up the bike, and they promptly went to put an order into the system, and said they would call me once the part is in. Then I could come at any time and they would fix it while waiting...

[Jimnb11]

Sounds like your dealer has more than one person who can work on Zeros. Heinen called me this afternoon. The saga continues. Firmware is loaded but now they're saying one of the chargers is defective and preventing the computer from connecting to the bike. Asked if they had tried charging the bike to check the charge rate. Said they hadn't but would do so Saturday and let me know. Whenever I talk to Heinen or Zero, I'm very polite, but my patience is running thin.

[deadFX]

Defects and abhorrent customer service are the rule, not the exception. Zero has bought back 2 of my 3 Zero and this SR/F is next. The F is for failing or faulty? File a complaint with your states Lemon Law division at the department of motor vehicles and with the BBB. Do it now, now after waiting another month.

[NHRstein]

Yeah, this sounds like you should be taking up legal action against Zero and / or the stealership. Also once you are whole again buy another brand of electric.

[Jimnb11]

Well… it’s Sunday, didn’t receive the call that Heinen assured would happen. The only time I ever received an unsolicited call from them was to authorize the expenditure of $183 to replace the 12V battery. The Zero engineer hasn’t sent the email they assured I’d receive either.

Zero has a major selling point about ‘low to no maintenance’. All the people I talked to at Heinen implied the work I needed was routine and simple, yet here I am venting on this forum about my bike. Looked into Minnesota lemon laws and it seems the law doesn’t apply to motorcycles. I’ll have to dig into the matter a bit more.

Thank-you to every one who has read my posts and not grumbled about my grumbling.

[Jimnb11]

Happy ending. Picked up the bike from Heinen on May 4. In the end, they determined nothing was wrong except for the dead 12V battery. This entire experience has left a bitter taste in my mouth.

[Richard230]

When in doubt, throw parts at it and see what sticks.