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[Specter]

If they replace your battery pack, I'll be happy to dispose of the old one for you, Hell i'll even pay the shipping!

Aaron

[Pard]

HaHa!  Your on.

[Pard]

Granted that the motorcycle dealership is closed Sunday and Monday, but one week has passed and I have been unable to receive the most basic update. 

They had my bike last week to start the diagnosis.

I don't think they even looked at it yet.  If they did, why not share that info?  Can't get a response.

I am told "we are waiting on Italy."

Service could be better.    Can't really be worse at this point. 

I will absolutely reverse course and sing the praise of great service if/when I see it.

[Pard]

This is becoming a pathetic rant, vent thread.

However, the math is interesting.

How does one coordinate real time diagnostic sessions between Italy, California and the East Coast. 

The business hours window does not overlap.

That is what my dealer has indicated is the problem at the moment.  Nothing has been looked at, bike sitting in the shop for more than a week.

[most]

I can understand your frustration. Not sure about the mindset of your dealer; however your interface is your dealer and not Modena. If his tools (Modena) only work at night, then he simply has to organize his work accordingly. Let him not explain to you why it‘s not working for him - instead challenge him to come up with a plan how he will make it work.
Certainly it is not in his interest to create disappointment with his customers.

Counter-example: I had problems with my Ribelle in 2021. My dealer (Germany) also had issues in reaching out to specialists in Modena for a diagnostic session, but this was in the 2021 aggregated by a Corona wave. He loaded my bike in his truck and drove it down to get it sorted out - Modena is some 1200km(740mls) away, so not directly around the next corner. That helped & I had my bike back in no time after 2 weeks of no progress. And we‘re talking same time zone!! Anyway, I would call this proactive problem solving.

[Pard]

Excellent points, @most.

My dealer, with whom I have years of positive experience and trust, is telling me he cannot deal with Italy directly, he has to go through CA, hence the limitation.

He seems to be as frustrated as I am, and if the system in place is indeed as I am understanding it, the system can be improved.

[Specter]

Granted that the motorcycle dealership is closed Sunday and Monday, but one week has passed and I have been unable to receive the most basic update. 

They had my bike last week to start the diagnosis.

I don't think they even looked at it yet.  If they did, why not share that info?  Can't get a response.

I am told "we are waiting on Italy."

Service could be better.    Can't really be worse at this point. 

I will absolutely reverse course and sing the praise of great service if/when I see it.

What part of the world are you in.  Sadly that sounds like the clowns down here by me

Hopefully you hear something soon.   Don't just wait on them, be a pest, call them daily.  It's real easy to blame 'Italy' for a crappy shop not having adult supervision.

Good Luck !
Aaron

[Pard]

Being too aggressive often makes people dig in and provide even worse service.

Read "how to win friends and influence people"

This is a good lesson for anyone reading this thread and on the fence about what EV bike to purchase. 

In theory, LiveWire with a US based company and the Harley service experience may be a better choice for performance EVs.

Without effective support, when one of these machines goes down, you are helpless.

I was drawn in by Energica's awesome pre-sale communication, which seems to end at the point of sale.

Tuition paid.

[Richard230]

Being too aggressive often makes people dig in and provide even worse service.

Read "how to win friends and influence people"

This is a good lesson for anyone reading this thread and on the fence about what EV bike to purchase. 

In theory, LiveWire with a US based company and the Harley service experience may be a better choice for performance EVs.

Without effective support, when one of these machines goes down, you are helpless.

I was drawn in by Energica's awesome pre-sale communication, which seems to end at the point of sale.

Tuition paid.

I have a friend who owns a 20-year old Buell. He gets no respect from his H-D dealer when he wants the bike serviced or repaired. They tell him that they only have one part-time employee who is willing to work on Buells. If he wants any work done he needs to make an appointment weeks in advance so that the guy can find the time to come to the shop to work on his bike. Some shops are just like that, even H-D shops.  Although I will admit that have not heard anything regarding dedicated LiveWire shops and what their service is like.

[Pard]

Received a call today notifying me that the bike is unable to be diagnosed at the dealer so it is going back across country to CA.

[DonTom]

Received a call today notifying me that the bike is unable to be diagnosed at the dealer so it is going back across country to CA.

To the shop in SSF on Spruce Ave? A mile from where I used to live. But back then, they were in Redwood City (20 miles south of SSF).


You can be sure it will get fixed correctly that way! Probably in less time than some dealer trying to figure it out. The travel time will probably be less than that!


-Don-  Auburn, CA (135 miles east of SSF)

[MoneyFor]

......For an example, my Harley cannot be started and will NOT let me put in my PIN number. The ONLY fix is to get the FOB out of range or remove the weak FOB battery (so I can enter the PIN). Or replace the battery with a new one! ....

-Don-  Borrego Springs, CA

Don,  I also have "many" (bikes) Harley's , what I did was coded one fob for all my bikes. I was tired of changing batteries in all those fobs, now I only have 1 fob battery to keep an eye on. Has made my life much easier and also I'm happy that my Ribelle have an oldfashion key instead of that fob stuff, that is also more in line with the lack of tpms and indicators that do not cancel automatically 

[Pard]

Received a call today notifying me that the bike is unable to be diagnosed at the dealer so it is going back across country to CA.

To the shop in SSF on Spruce Ave? A mile from where I used to live. But back then, they were in Redwood City (20 miles south of SSF).


You can be sure it will get fixed correctly that way! Probably in less time than some dealer trying to figure it out. The travel time will probably be less than that!


-Don-  Auburn, CA (135 miles east of SSF)

Yes, I suppose if anyone can fix it, they can, but having a brand new bike become disabled in under 100 miles and to be without a bike for months is not a great situation.

Energica is trying to offer options to minimize the pain and demonstrate their good faith.  I am impressed with that.

Energica needs to figure out a way for local dealerships to deal with all issues that may arise.  Shipping a bike cross country for a fix is not a viable plan.

[DonTom]

Yes, I suppose if anyone can fix it, they can, but having a brand new bike become disabled in under 100 miles and to be without a bike for months is not a great situation.

Energica is trying to offer options to minimize the pain and demonstrate their good faith.  I am impressed with that.

Energica needs to figure out a way for local dealerships to deal with all issues that may arise.  Shipping a bike cross country for a fix is not a viable plan.

It only takes a few days to get a bike across the USA, less in most other countries. That's better than having it wait in a shop for weeks without anybody even looking at it, which is often the case with repair shops. At least you know the Energica service shop will give the best service for weird, uncommon issues.


-Don-  Auburn, CA

[Pard]

Takes at least 2 weeks shipping each way under the current Energica outsourcing of transport.  3 weeks more likely.

Cost saving procedure I assume.

I estimate a minimum of 2 months before I see the bike again.

May just try and get a refund and order another bike.  Will lose some dough but get a bike faster.