Got Questions? We've Got Templates.
Got questions? We've got one answer: we will look into it.
Each question comes from owners. Each answer opens with a phrase from the Glossary, then what owners report.
-
How do I reach support?
The template: We will look into it(paraphrased)
What owners report: Contact us. One owner: 30 minutes on hold, nobody answered, emails ignored.
-
My bike stranded me. Who do I call?
The template: “restart it”
What owners report: One owner, stranded: the helpline said call the service centre; it said bring it in.
-
My bike shut down mid-road and I nearly crashed. Will someone respond?
The template: “a unique issue”
What owners report: One owner's near-crash got a template reply: "pickup tomorrow".
-
My complaint is a year old. What next?
The template: “it’s upto them on how much time they will take”
What owners report: For the year-long ones, some owners went to the consumer forum.
-
I booked a service in the app. When will someone call?
The template: We will look into it(paraphrased)
What owners report: Service app bookings: one owner had no callback in over two weeks; another, three days with no response.
-
The logs show my faults. Will they be fixed?
The template: “they monitor each and everything”
What owners report: One owner's logs confirm the faults. The root-cause fix only "might" work.
-
Does the owner's manual cover music controls?
The template: “a common issue with this bike”
What owners report: The manual describes music controls. Owners report they do not work.
-
I wrote to leadership. Will anyone reply?
The template: We will look into it(paraphrased)
What owners report: A note from owners: emails to leadership, no reply.
-
Can I raise it at headquarters?
The template: “it’s upto them on how much time they will take”
What owners report: One owner who went to HQ was blocked by security.
-
Can I comment about service on your posts?
The template: We will look into it(paraphrased)
What owners report: One owner says comments mentioning "service" were blocked on a company leader's posts. Others report Instagram and YouTube comments deleted.
-
Will someone contact me if I post about it?
The template: “a unique issue”
What owners report: One owner was messaged about their social-media "bashing".
-
When is the next owners' meet?
The template: “Please stay tuned”
What owners report: About four years without owner meets, one report says.
-
Was my fault caught in testing?
The template: R&D never encountered this during testing(paraphrased)
Work with us? You already test for us.
-
My bike froze. What now?
The template: “restart it”
What owners report: Owners pass around a reset ritual involving both brakes, full throttle and the hazard lights. One owner was told to bring the bike in anyway.