My own experiences with either calling or emailing Zero have been terrible. I have left several VMails and emails to Zero Support and only got one return call and that was several days later. All emails that I have sent to Zero Support have gone unanswered. There is no point in sending email to them, they don't answer them. I will never bother attempting to call or email Zero again as it has proven to be a waste of time.
My impression of Zero factory support from my own experiences is that they are laid back California surfer dudes who don't really want to be bothered with pesky customers.
If Zero did not have a dealer network in place I would not be riding Zeros and I feel sorry for anyone who has to rely on the Zero factory for support.
If you are close to a good dealer, Zero motorcycles are a great product.
I would echo the other comments in regards to Hollywood Electrics as well. Harlan really knows his products and market and he delivers excellent support and Service so if you live near Hollywood Electrics you are in good hands.
I had the same experience with Z's customer service when dealing with my 2010 glitch issue. No calls returned that were promised from CS. Luckily I live only 10 miles from their Scotts Valley home base. So I ended up just stopping by and asking for CS personally. Honestly, when you speak to them personally face to face they're very very helpful and want to do everything they can to help. I passed on the feedback I've been seeing about poor CS responses and the CS agent replied back that they are understaffed and try to get back timely to the customers. I made it quite clear that its giving a very bad impression to the customer as if Zero just didn't care and that itself can multiply its effect very fast in a negative way by word of mouth which is the best advertising. Unfortunately after that discussion I had the same response from CS, no responses after calling. Note that I was contacting the same person over and over. I have heard from those on this forum that they had a successful CS experience and that the rep was very helpful and prompt. So it may be a person by person thing depending on each individual work load and availability. At any rate, I'll keep reminding them of the CS response issue and start to escalate it further up the ladder.
As for Hollywood Electrics I've heard nothing but great things about the company and Harlan and the feedback in this thread as well as Harlan's response is very professional as well as appreciated. So I have no doubt he'll do everything in his power to get you what you need from Zero. Its the next best thing to living 10 miles from Zero's home base

I also find it very cool that Harlan races these bikes, pushes them to their limits and then some, and provides Zero feedback. Zero actually commented that they find this input valuable and making the bikes better for future generations. Lastly its awesome seeing Harlan making aftermarket kits/upgrades, like the SuperMoto Wheel setup. Most importantly taking the time to make the CNC caliper relocation bracket that's truly custom. Also if you need your forks/shocks modified to suit your needs, he's the guru to ask and send them out to. The 2013 Zero FX front forks come to mind here since I feel their quite underpar for serious offroading and when your front wheelies return to earth and landing hard.