ElectricMotorcycleForum.com
Makes And Models => Zero Motorcycles Forum | 2013+ => Topic started by: Jimnb11 on March 28, 2022, 09:44:55 PM
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Something tells me I shouldn't have brought my SR/F to the dealer for the brake light recall. When arraigning to drop off the bike, I was assured about three days for repair. When I brought it to them two days later, the estimate was 3 - 5 days. It's day number twelve day now and the bike hasn't even been touched. If fact, the only Zero technician they have hasn't been showing up for work, allegedly. The service desk rep can't even tell me if the recall part has been ordered. I'm disappointed with Heinen Motorsports. It’s cold in Minnesota, but I could have been riding for a couple days.
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Something tells me I shouldn't have brought my SR/F to the dealer for the brake light recall. When arraigning to drop off the bike, I was assured about three days for repair. When I brought it to them two days later, the estimate was 3 - 5 days. It's day number twelve day now and the bike hasn't even been touched. If fact, the only Zero technician they have hasn't been showing up for work, allegedly. The service desk rep can't even tell me if the recall part has been ordered. I'm disappointed with Heinen Motorsports. It’s cold in Minnesota, but I could have been riding for a couple days.
Unfortunately, just a few Zero dealers have technicians that have the knowledge and like to work on the Zero motorcycles, the majority are doing everything "remote controlled " by a technician from the Zero Headquarters.
So, yeah, zero, Zero support, but I love my Zero motorcycles.
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Wasn't the recall due to potentially loose bolts? Surely that's something any bike mechanic can do? There's nothing Zero-specific about it.
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I only knew about the brake light switch. This is generic to almost all bikes but I also needed the firmware updated. Using the app on the phone never worked and every time the bike notified me, the update failed. Still waiting to hear if they even ordered the part. It's rather sad, I'm given sympathy and excuses from the service desk but no results.
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Awesome news! The Zero tech has made an appearance. There is a lot for him to do until getting to my bike. The switch has not been ordered. They will not let me know when it will be ordered despite previous repeated assurances they would. They have absolutely no idea when the technician will start working on my bike even though they promised 3 - 5 days when I brought it in. This time they were not apologetic. I'm PUMPED! Being a customer of Heinen Motorsports is the best!!!
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WOW... When my brake switch recall was done I called my dealer and told them what needed to be done. They ordered the switch and when it came in I made an appointment and they swapped it out in 10 minutes. I wasn't even done bullshitting with all the employees there and the bike was ready. I can't understand what takes 12 days.
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Yeah... I don't get it either. There were three guys sitting behind the counter when I dropped off the bike. Seems they weren't very busy. One guy talked about how complicated Zeros are. I had no comment.
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One guy talked about how complicated Zeros are. I had no comment.
"Different" would be the correct word.
-Don- Reno, NV
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Messaging a service rep on Facebook. He admitted the switch and firmware updates were simple matters and would look into it. Got a message today saying the switch should be delivered Monday afternoon and will be installed ASAP. Didn't say anything about the firmware update.
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The Zero tech called. Said the switch was replaced but they were unable to update the firmware with a cell phone app or his laptop. He'll contact customer support tomorrow. Has anyone else had these issues?
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All I can suggest is fetch the bike back and tell em to call you when they have the man power and parts to do the job.
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Got a call on April 5th. The brake switch recall is complete. Unable to load firmware with app or laptop. Zero tech support said the 12V battery was the issue. Then the battery died. Heinen said the battery would be on order the next day. Only $183.00. The situation is not improving. I dropped off a bike that was working. Now it's dead.
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Got a call on April 5th. The brake switch recall is complete. Unable to load firmware with app or laptop. Zero tech support said the 12V battery was the issue. Then the battery died. Heinen said the battery would be on order the next day. Only $183.00. The situation is not improving. I dropped off a bike that was working. Now it's dead.
Ouch! That had better be one fancy and reliable battery for $183! It seems to me that it is time for Zero to find another battery supplier based upon the 12V battery issues that I have been hearing about lately.
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I had a major concern when they first announced a separate 12v battery.
The MBB has to be set up to protect and charge the 12v battery every few days regardless of bike usage. That means letting it close the contactor and recharge the 12v battery, preferably not turning on the lights and other bike functions.
It needs to be able to shut off all the cell phone type interface and not be looking for a signal and updates and app messages if they aren't needed or wanted for whatever reason.
I think it's a lithium battery so it should store fine. All these dead batteries have to be trying to preform some function or either it isn't setup to draw enough power from the main battery during use to charge it back up while doing it's running 12v function.
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It is my fear that sometime next month, Heinen will call saying the bike is ready then I'll be presented with a massive bill for routine recall and warranty work. After nothing but excuses and letdowns, how could it be otherwise?
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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.
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Any sane dealer would give you a replacement bike until they got it fixed.
Cas :)
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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.
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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.
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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.
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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.
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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...
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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.
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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.
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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.
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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.
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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.
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When in doubt, throw parts at it and see what sticks. ::)