[ritesh_44]

Hi,

After a lot of deliberation and testing (I leased Ather for one month from swytchd to test normal riding in Bengaluru before making a decision, but that's a story for another time. If anyone wants to lease EVs check out their website, was really happy with the customer experience they provided), I recently got my Ather 450x in August 2022 after ~4 months of wait time. Probably it's for the best, since I got gen 3 due to the long wait time.

I never faced any issue with the scooter in 2 months and had driven around 500km since the delivery. I even took it to Nandi hills and got -ve Wh/km while driving down the hills with regen.



But all good things come to an end once in a while. Just before Deepavali on Friday night, the side stand sensor started showing always deployed on the dashboard, and the motor refused to start due to that. It's a safety feature, but I guess they forgot to take into account the scenario of sensor malfunction. Since it was 8 pm, their customer service was off, and there was no way to contact anyone for a resolution.

I tried contacting their RSA, but they told me they can only tow it to the service centre and can't help much ( and it was chargeable 2000 Rs). Luckily I was going out and hence the vehicle was at home but would have been worse if this had happened outside somewhere.

The next morning I tried contacting their customer support, but they start working from 10 am as informed by IVR though the app mentions 9 am to 7 pm.








I finally talked with customer care after 10 am and was shocked it needs to be towed since there is no way to fix/override it remotely, and since I don't have a service-pro subscription it would cost 2000 Rs to tow (service pro subscription costs ~3600 per year which includes free pick-up and drop). I tried to get it waived off since it's a brand-new vehicle and this should not have happened in the first place. Customer support told me that they will raise this to higher-ups and get it waived. In the evening, got a call that it had been approved and they will do it for free.

The next day, got a call from towing guy that they are ready to leave and I should send him the location. On hearing it Banaswadi-Kasturi Nagar side, he became hesitant and said he would send someone else (the service centre assigned was near BTM layout). After 2-3 calls, finally on the next day, Sunday afternoon they came and towed it to the service centre. They fixed it the next day (replaced the sensor but couldn't deliver due to the Deepavali holiday and it took two more days and escalation since no one wanted to come from BTM to Banaswadi. Finally, they delivered on 28th October, but I was in for a shock.

There was a big scratch on the side panel and one minor scratch on the front panel. And the scooter was very dirty.







I had to call customer service again, and after talking to their higher-ups, they told me they would send someone to fix the scratch. But seeing the scratch, it doesn't seem it could be fixed. The next day, the guy failed to come, and on contacting the support team again, they told me they will take back the vehicle again and replace the panel as a goodwill gesture and try to deliver back on Monday 31st since getting a new panel will take a day.

I agreed, but when the vehicle reached the service centre, the person in-charge there was not informed about the escalation and told me this will take 2-3 days since they had backlogs. I had to talk to customer support again, and they fast-tracked it and delivered the vehicle on Monday 31st, after replacing the panel. (the new panel doesn't have 450x making on the side )




I had the bittersweet experience but have only one question for them (I have also given the same feedback to their customer team and posted on their forum)

Why is there no manual override for this? Instead of immobilising the vehicle, they can show a warning that the side stand is deployed and it can be overridden from the dashboard if required. Ather team is just telling it's a safety feature, but it can as well be a nightmare if someone is stuck somewhere remote. The scooter would probably work if the brake fails though, which should have higher priority.

People have also bought Ather in cities which don't have service/dealership centres (e.g few people have bought from Bengaluru and taken to Tumkur ). What will happen if their sensor fails?

On a side note, I noticed the regen. was not working after service was done for an initial ~15-20km and started working suddenly after that.


Mod Note - Please proofread before posting.

[whitewing]

Hope you have notified SWYTCHD of the change in the panels?

Their T&C stipulates

The Vehicle will be provided to you in a roadworthy condition and licenced. You must return the Vehicle in the same condition as provided, excepting fair wear and tear. See further clauses 7 and 12.3.

[ritesh_44]

Originally Posted by whitewing

Hope you have notified SWYTCHD of the change in the panels?

Their T&C stipulates

This is my own Ather. From Swytched, I leased a different vehicle in March before booking this. Also they have their own free RSA

[WhiteSierra]

Hi, I own an Ather 450X too. While I never faced this issue, couple of people in Ather group Hyderabad faced this issue due to side stand sensor issue and side stand sensor wire cut issue due to rat bite. Yes, since Ather is totally controlled from touch screen dashboard via their software, it would be great if they offer manual over ride option on the dashboard. I think this is the only issue users are facing with Ather so far. Other issue is Water in lockset / ignition key set during rain. Even if some water drops are accumulated inside the lock set, the vehicle doesn't start due to safety issue. The only fix is to tow it to service center, disassemble the lock set panel and clean the sensor. Ather and EVs in general has lot of sensors and it will be a nightmare if any of these fails, just like modern cars these days.

[Sankar]

The Ather sidestand "sensor" would be nothing more than a switch like the sidestand warning light switch in some two wheelers. Based on the position of the stand the switch will either open or close the circuit.

So in the worst case scenarios of being stuck somewhere due to this, pull out the switch and short or open the circuit, see what works, and ride home. Any two wheeler mechanic should be able to help access the switch. In some cases doing this would be safer than waiting for the tow to come.

It is just stupid of ather to attribute such powers to a stupid warning lamp function switch which is non critical in nature. Too much "feature-intervention" in basic functionality.

[srini1785]

As @Sankar said, its a switch, either NC or NO. If you know your way around wires, you just need to short or open it to "fool" system into believing that its OK. It's easier said than done so you better call up the ASC.

[WhiskeyTangoFox]

Originally Posted by ritesh_44

Why is there no manual override for this? Instead of immobilising the vehicle, they can show a warning that the side stand is deployed and it can be overridden from the dashboard if required. Ather team is just telling it's a safety feature, but it can as well be a nightmare if someone is stuck somewhere remote. The scooter would probably work if the brake fails though, which should have higher priority.

To be fair, this is the case with most modern two wheelers with side stand cutoff sensors, irrespective of whether its electric or ICE. Case in point, my bike. If the sensor malfunctions, my bike won't start as well.

[ohaak]

I don't understand why Ather or the dealer didn't send a mechanic over to fix the problem? In my case for Series 1, they sent a mechanic over to replace the panels with translucent ones after the special panels got released. It would have been cheaper for everyone involved if they sent a mechanic with the parts.

[RRM]

Too many feature is also a curse. Sometimes creates more inconvenience. Old 2Ws had the human warning system (still there). Some one will point towards the side stand and say - hey your side stand is deployed but will not get stranded or other way of realisation that happens is while taking a turn, there is a sudden jerk when the side stand hits the road

Automation is good but too much automation has its own side effects.

In this case it could have been a matter of sending a mechanic over to fix rather than getting it towed or allow user to override it with a warning or some note. Works out cheaper at both ends.

[pavi]

A password protected manual override would have been perfect fix for this issue. Now a days, it has become a norm among manufacturers to make a very simple thing so complex that it would require a towing and a fix. I don't think any one would have dreamt of a time where a scooter was towed because of a side stand sensor malfunction. Horrendous to say the least.

[Mafia]

Too much tech also means more parts to replace even in a small accident or fall. Larger bills of repair.

While some additional tech is convenient, most of the tech implementation is gimmicks.

Too bad the scooter has to be towed for a small problem like this

[aashishnb]

Originally Posted by WhiteSierra

Other issue is Water in lockset / ignition key set during rain. Even if some water drops are accumulated inside the lock set, the vehicle doesn't start due to safety issue. The only fix is to tow it to service center, disassemble the lock set panel and clean the sensor.

Water in lockset is an issue for normal 2Ws also, and lock levers tend to get stuck.
A solution that tends to work 99% of the time - put a few drops of oil or spray wd40 down the keyhole, then insert and remove the key a few times & it starts working again normally.

Originally Posted by pavi

A password protected manual override would have been perfect fix for this issue. Now a days, it has become a norm among manufacturers to make a very simple thing so complex that it would require a towing and a fix. I don't think any one would have dreamt of a time where a scooter was towed because of a side stand sensor malfunction. Horrendous to say the least.

More revenue you see !!
One big issue with these vehicles is unlike a ICE vehicle where you have zillions of FNG options (especially when one is stuck) in these heavily computerized EVs, you're at the mercy of the company.

[ritesh_44]

Originally Posted by srini1785

As @Sankar said, its a switch, either NC or NO. If you know your way around wires, you just need to short or open it to "fool" system into believing that its OK. It's easier said than done so you better call up the ASC.

I'm a bit okay with handling electronic stuff and circuitboards, but since this is a new vehicle, didn't wanted to void the warranty.

Originally Posted by ohaak

I don't understand why Ather or the dealer didn't send a mechanic over to fix the problem? In my case for Series 1, they sent a mechanic over to replace the panels with translucent ones after the special panels got released. It would have been cheaper for everyone involved if they sent a mechanic with the parts.

They have sold lot of vehicles in last year and their service centres are overwhelmed. I'm hearing news about scheduling issues for servicing. Sometimes its better to spend more and tow the vehicle to service centre so that mechanics can work on more scooters in a day, I guess

Originally Posted by WhiteSierra

The only fix is to tow it to service center, disassemble the lock set panel and clean the sensor. Ather and EVs in general has lot of sensors and it will be a nightmare if any of these fails, just like modern cars these days.

Towing is costly, and I know couple of instances where people have bought Ather in Bengaluru and Ahmedabad from their forum who living in nearby districts. It will be a nightmare for them to tow for such trivial issue

[Sierra__foxtrot]

This looks eerily similar to my OLA experience with customer care not picking up, Side stand issue, Body panel damage, Again send the vehicle back to replace damaged body parts, Goodwill since new vehicle, Lots of delay in delivery...the whole drama which I penned here and got a call from OLA higher ups. These startups should up their customer service game if they need to match with the legacy ones on the sales number games and not just bring in fancy features

[Ev_junkie]

I have come across a similar issue on the ola s1 owners group where the magnet in the side stand was not working somehow and people used a temporary hack by carrying a small magnet and attaching it at the place the side stands magnet would be. That worked for a few people.

So better to keep a small magnet handy rather than being stranded in the middle of the road