View source for Working with Zero

This helps navigate how to work with Zero Motorcycles from a customer perspective.

=Dealership Model=
Zero has a customer service hotline and an email alias for receiving bike logs for diagnosis, but will generally refer all non-trivial interactions to a local dealer.

=Escalating customer support issues=
In case you encounter a quality issue with your Zero Motorcycles, here is the typical escalating process to follow:
# Talk to the dealer who sold you the motorbike.
#: In many cases issues (see the recalls list[[https://zeromanual.com/wiki/Recalls]]) are documented or can be dealt with in the context of the commercial warranty.
#: If you encounter a problem after the commercial warranty is over, it can still be fixed if it is a [https://en.wikipedia.org/wiki/Latent_defect latent defect] or a [https://www.europe-consommateurs.eu/en/consumer-topics/buying-goods-services/guarantees-warranties/guarantees-warranties-in-france/hidden-defects/ hidden defect].
#:: For this, you will need to prove that it is indeed a defect by collecting proofs (expertise, pictures, videos, testimonies,...). 
# If the dealer refuses to solve the issue because it stopped supporting Zero Motorcycles, you'll need to contact another dealer
#: Use [https://www.zeromotorcycles.com/locator/ Zero's dealers locator] to locate one close to you.
# If you think the problem is not related with anything you did (fall, bad handling,...) and if this is an issue you can solve yourself, start with Zero's Unofficial Manual [[https://zeromanual.com]].
#: You can also look at user forums such as [http://electricmotorcycleforum.com Electric motorcycles forum] for solutions.
# In case the problem is too complex / expensive and you still think it is on Zeromotorcycles' side, you can contact them through twitter [https://twitter.com/ZeroMC ZeroMotorcycles' twitter account] or through their customer support [mailto:support@zeromotorcycles.com  Zero Customer Support].
#: Be aware that Zero Motorcycles is a very small company with very limited resources - so make you message short and clear about the issue, its consequences and why you think ZeroMotorcycles should solve it.
# If you do not get a satisfactory answer, then you'll need to consider a legal action.
#: A first step for this can be to ask your insurance for legal support (if you contract allows it, they will cover the cost of the expertise as well as the legal expenses).
# If all the other options fail, then you will need to hire a lawyer and to sue the dealer who sold you the bike (then, the dealer himself can sue ZeroMotorcycles if you win) - in most cases you cant sue directly ZeroMotorcycles (or its representative in you country), unless you start a [https://en.wikipedia.org/wiki/Class_action class action] with several users sharing a similar case.

While this process might be really irritating, you will raise your chances of reaching an acceptable solution by staying calm, factual and sharing the issues you encountered as well as the solutions you found with the user community.

=[[Ordering Parts]]=
{{:Ordering Parts}}

=Troubleshooting=
Zero has a limited sized team which helps dealers troubleshoot electronics systems issues on their bikes with the dealers (125 count claimed publicly).

The dealership will have a Zero-provisioned laptop with OEM software on Windows and a cable harness for connecting to the bike's systems.
: The dealership should be (and usually is) comfortable obtaining logs, checking on firmware revisions and upgrading the firmware.
: Zero uses remote-control software (LogMeIn Rescue Lens) to drive the software, and can escalate to other technicians or specialists during a session/call.

Many dealers seem to do nothing but wait for an available remote connection time slot to reserve with the manufacturer before proceeding.

Training and support seem to be explicit goals in the remoting feature; hopefully that will become evident.
: Perhaps the best a customer can do is encourage their dealer to take advantage of all of this.

;References
: [https://www.themanufacturer.com/articles/logmein-to-the-rescue-for-zero-motorcycles/ LogMeIn Rescue for Zero Motorcycles]

[[Category:Manufacturer]]