ElectricMotorcycleForum.com
Makes And Models => Zero Motorcycles Forum | 2013+ => Topic started by: AsHperson on November 08, 2021, 01:19:21 AM
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Hey all, a bit more than a year ago I got the SR/S 2020 model undecided to get the power pack or the charge pack. A week later it was immediately apparent that the bike could use a bigger battery. I then went and purchased and had the power pack installed. Then a month later or less I started having some big issues with the power pack with it logically separating from the main battery and couldn't figure out to use the main battery or the power pack when it turns on. It usually ended up choosing the main battery but sometimes I got terrible indicated range and it was taking from the power pack. I then took it in and they ordered a replacement under warranty for the power pack which ended up fixing the issue after a month of waiting.
Recently in the last 2 or so months I've had some big errors that were thrown after most of the way to work(3 mins till I got there it went from mostly charged to 0 miles left and threw errors 28,31,33,43). I heard error 43 is a bit infamous here. This happened when it was raining of course. I got my bike back about a week or two ago with the dealership somehow unable to replicate the problem with Zero saying they needed fresher logs(why would the error logs not be saved on the bike for a longer period of time? It only took the shop a few days to pickup the bike.) After getting it back and riding home everything was fine while it was dry out. I then rode to work after a rain storm that morning and it threw the same errors earlier in my ride and left me stranded in the middle of my commute with a nearly full charge and the power pack depleted. Thankfully the shop was able to pickup the bike sooner than later from a parking lot I was able to get it to and got an Uber the rest of the way to work. This is frustrating because it gave me these issues so easily with the shop somehow unable to get a diagnosis for it.
I've been browsing the threads and not many people seem to have the power pack. Anyone else having these problems?
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The gen 3 bikes are really a new beast with the power tank.
On the gen 2 bikes there were issues of the tank voltage getting too low and not getting a balanced charge to the main pack.
Sad to see the new bikes still with not enough water protection.
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That's a shame for the gen 2 issue. The dealer probably has taken apart and put my bike together about 3-5 times now, I'm thinking that's where the water issue came from. It has gone through lots of rain with no issue before.
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I also have a 2020 SR/S with the Power Tank, but have not had any of the problems you describe. However, I have never ridden my bike in the rain. Your conclusion about water ingress seems the most likely cause.
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When I had a Power Tank installed by my dealer on my 2014S, it wasn't recognized by the MMB. A factory technician came to the shop and discovered that the original PT had a bad BMS, so he replaced the PT with a new one. But it still wasn't working, so he did some more investigation and discovered that one of the wiring connectors was bent (apparently a factory assembly error). After straightening out the pin in the connector, the PT worked properly and is still doing so. My daughter now has the bike and it runs just fine, but she never rides in the rain. I think you are correct that water is getting into the wiring. I imagine that all of the work that has been done on your bike likely has resulted in the waterproofing compound having been removed from one or more of the wiring connectors and water is getting past their covering and shorting out the works. :( Perhaps what the dealer needs to do is to cover all of the wiring connectors with gobs of dielectric grease like they do at the factory.
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Great to hear that your olz(ish) Zero still runs well!
About 2 months ago they replaced the BMS which they thought was the issue. I had the same error, took it in then they couldn't find the issue and after giving it back a 3rd time for this instance, I'm hoping they'll figure it out but at the same time I've lost a bit of confidence for them to be able to get it running for a while without issue.
Anyone think they might replace the bike if I ask?
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Anyone think they might replace the bike if I ask?
Check the lemon laws in your state.
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Thanks, I might just have to do that.
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Hey all, a bit more than a year ago I got the SR/S 2020 model undecided to get the power pack or the charge pack. A week later it was immediately apparent that the bike could use a bigger battery. I then went and purchased and had the power pack installed. Then a month later or less I started having some big issues with the power pack with it logically separating from the main battery and couldn't figure out to use the main battery or the power pack when it turns on. It usually ended up choosing the main battery but sometimes I got terrible indicated range and it was taking from the power pack. I then took it in and they ordered a replacement under warranty for the power pack which ended up fixing the issue after a month of waiting.
Recently in the last 2 or so months I've had some big errors that were thrown after most of the way to work(3 mins till I got there it went from mostly charged to 0 miles left and threw errors 28,31,33,43). I heard error 43 is a bit infamous here. This happened when it was raining of course. I got my bike back about a week or two ago with the dealership somehow unable to replicate the problem with Zero saying they needed fresher logs(why would the error logs not be saved on the bike for a longer period of time? It only took the shop a few days to pickup the bike.) After getting it back and riding home everything was fine while it was dry out. I then rode to work after a rain storm that morning and it threw the same errors earlier in my ride and left me stranded in the middle of my commute with a nearly full charge and the power pack depleted. Thankfully the shop was able to pickup the bike sooner than later from a parking lot I was able to get it to and got an Uber the rest of the way to work. This is frustrating because it gave me these issues so easily with the shop somehow unable to get a diagnosis for it.
I've been browsing the threads and not many people seem to have the power pack. Anyone else having these problems?
We are sorry you have been having this issue. Can you send us a DM with the last 5 digits of your VIN and we will look into this?
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Sent, thank you for looking into this!
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It's absolutely fantastic Zero finally have a rep here... I do hope you can continue to provide support and listen to feedback!
Cas :)
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At the moment I'm not holding my breath. On the Facebook page they appeared several weeks ago and their engagement has been limited to just saying sorry if you are having an issue and asking for your VIN (last 5 digits) in PM so they can create a ticket that your dealer get's an update on.
That's it. It's just another way to alert your dealer. Don't get me wrong, it's amazing Zero finally decided to enter the 21st century and interact with their customers via the internet, but I have several of these tickets now (regarding Charge Target overshoot, incorrect charge time/range on replaced battery pack), at first they replied via e-mail asking for more info (which I send them) and since then radio silence (1.5 - 2 weeks ago for last ticket). I have send several follow up e-mails asking if they had more info/insights. No answer. My dealer says I will probably hear faster/more from Zero than him :)
It seems like they are here to make an end to the "bad" posts. So someone that is reading sees Zero actually seems to care and engaged with the customer. But being at the receiving end of these "tickets" I am not impressed.
But what the hell, I can try again :):
Zeromotorcycles, when can we expect a firmware version that will fix all the crazy stuff that is going on with the SRF and SR/S 14.4kWh batteries. Or maybe can you tell us a cause? Why do you replace packs when the issues seem to return? I am a returning customer (2019 S 26000km) that now owns an SR/S since April. Please at this point I just want answers, even if the answer is that it's an issue that cannot be fixed.
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Everyone is so backed up. It will take some time to look into your issue.
I always wanted a PT for the extra range as there are no charging station where i want to ride. They seem to be the most likely option to have issues though. Unless you're Richard.
It would be interesting to know what the protocol is on the bike for charging and discharging. The MBB trying to balance the large pack with that extra 5th section.
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I agree with NervEasy and suspect that beyond the little message there will not be any other action. I also have very bad experience with the customer support, they don't react to emails and if they do, they ignore half of the message or just direct me to the dealer, who directs me back to them and so on. The overall tactic seems to be to ignore, confuse and sweep it under the rug or blatantly say that there is nothing wrong with the bike.
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Zero has responded to my DM with good news for it being fixed, we’ll see in the coming months. Im crossing my fingers it is fully figured out and fixed! I should be getting the bike back soon.
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Are you from Europe or from the US? I personally had a good experience when talking to the guys from US but unfortunately I am outside of their reach (apart from providing advise) as I am based in Europe.
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US, actually less than an hour from their HQ in scotts valley which I’m quite thankful for!
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Here’s an update: I’ve had a 12volt issue and it was replaced within 2 weeks of it getting to the dealership. After getting it back from that I had it for a few days before it rained and had the same isolation issue again. Zero had the bike picked up and brought to their shop directly back on the 12th of December. I haven’t heard anything since. I’ve called their customer service line many times since then during normal working hours and nobody picks up. This is gettin g really annoying as my bike is my primary method of transportation to get anywhere. Currently I’m on bicycle and train but I can’t goto the movies, I can’t go and see my friends or really do anything. I know I’d prefer the bike get fixed the right way for once but with no way to communicate I feel stranded.
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At least when cars are warranty repaired they often provide a loaner.
That really sucks.
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Here’s an update: I’ve had a 12volt issue and it was replaced within 2 weeks of it getting to the dealership. After getting it back from that I had it for a few days before it rained and had the same isolation issue again. Zero had the bike picked up and brought to their shop directly back on the 12th of December. I haven’t heard anything since. I’ve called their customer service line many times since then during normal working hours and nobody picks up. This is gettin g really annoying as my bike is my primary method of transportation to get anywhere. Currently I’m on bicycle and train but I can’t goto the movies, I can’t go and see my friends or really do anything. I know I’d prefer the bike get fixed the right way for once but with no way to communicate I feel stranded.
So many horror stories about the Power Pack....
If your SR/S is at Zero HQ, then politely request them to give you the new 15.6KW Batt (so you can ditch the Power Pack).
Sure it won't be free but maybe they can give some big discount, in consideration of what you spent on Power Pack (that doesn't work).
If you don't ask, you don't receive ;)
Alternately, ask for a big discount on a 22 SR/S. Then they keep your bike for R&D/Post-Mortem.
That would get you back on the road faster.
Try to talk to someone high up the food chain, like the CEO or Director of Operations (maybe go there in person, with boxes of cookies 8)
I feel like they'd be willing to help a local customer out.
Especially if you're trying to make your SR/S your main mode of transportation, their whole future depends on that being viable.
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When you say you've not got anyone to pick up, what does that mean? They have a robot menu that gives an option for customer service and I've called them twice this week. I have had one owner claim Zero never picked up, but they dialed with google voice and got through immediately. So it must have been their carrier. Maybe try that?
Barring holidays(maybe including tomorrow), try calling them mon/tuesday next week? I've never had a problem getting them.
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At least when cars are warranty repaired they often provide a loaner.
That really sucks.
I did ask nicely stating the fact that this is how I get around before they picked up my bike and they said they do not have such a program.
When you say you've not got anyone to pick up, what does that mean? They have a robot menu that gives an option for customer service and I've called them twice this week. I have had one owner claim Zero never picked up, but they dialed with google voice and got through immediately. So it must have been their carrier. Maybe try that?
Barring holidays(maybe including tomorrow), try calling them mon/tuesday next week? I've never had a problem getting them.
I use Google Voice as my primary number and that what I use all the time, I haven’t tried using my carrier number yet. If I don’t get through on Tuesday with google voice, I’ll try my carrier number. I’ve never had a problem getting through to customer service until I tried reaching them during normal hours while they have my bike.