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KTM 1290 SA-R Travel Pack Horror story!

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I purchased my new left over 2017 1290 Super Adventure R on February 3rd from a local dealer. The Salesman showed me the 2017 Power Parts manual at time of purchase, I bought the optional travel pack which was listed in the Powerparts manual. This option comes with Hill Hold Assist, Quick shift, Motor Slip regulation, and KTM my Ride. When we were finishing the paperwork, the service department took the bike and tried to install the features for me. About an hour after sale my bike is still in the back. I was then told they couldn't get the features installed because KTM's website showed my features as already installed, when in reality they actually weren't.

How this works is, the KTM dealer puts in a purchase for the features on the KTM website. At that time a code is generated and that code is entered in the XC1 scan tool. This "unlocks the features purchased"

Now I'm told they are contacting the KTM NorCal regional manager and I just need to hold tight. About two weeks go by and I hear nothing, so I decided to go in and see whats up. Found out they forgot about it and re-emailed the manager. 3rd week nothing, 4th week still nothing. I get tired of waiting and decided to call KTM customer support on my own. They basically kicked my dealer in the butt and told them to call KTM technical support. Now my dealer had issues even communicating with tech support, they would call leave a message and they'd hear nothing in return. I call customer service again and basically get told "WHAT DO YOU WANT FROM ME" so I yelled back at her saying "TO GET WHAT I F***ING PAYED FOR!" At that exact moment my KTM dealer called me and I hug up with her. They had been given new codes for my Travel Pack. Went in the next day, they installed the features in 5 minutes! When they gave the bike back I noticed KTM my ride was not on my list.... Everything else is there expect for KTM my Ride. They tell me they'll call technical support again, and I already know nothing will get done if I don't do some research.

What I've discovered over the weekend is. My motorcycle has firmware version 033.33 in the digital display, the most current up to date firmware is 133.30. In the new updated firmware KTM had made KTM my ride standard on all models. This is why my Travel pack did not display My Ride.

The problem I'm running into now is finding a technician that knows how to install the firmware. The dealer I purchased the bike from would do it for free but they have no idea what I'm talking about. The firmware requires the KTM XC1 scan tool that's fully updated and a special Orange KTM USB cable that connects to the motorcycle's USB plug in the storage compartment. The other end of the orange cable connects into a laptop, this is where the firmware comes from. The XC1 initiates the process. KTM offers no training on this process, all dealers are left in the dark until a customer comes in asking for the updated firmware.

I was able to find one dealer near me that did it once and is a very intelligent guy, I trust him with this process. The only issue is payment. Who is going to pay this guy? I'm not because I already purchased the KTM my ride with the travel pack. I called customer support again and the same lady running my case took my call. I told her the situation and she told me "I don't care what the power parts catalog says, KTM my ride is not apart of the travel pack." I told her isn't that false advertising and against the law? She responded with "If you want KTM my Ride you'll need to pay for the 133.30 update." I was furious and told her I need to speak to a manager. She wouldn't transfer me! She kept telling me in a rude tone they can't do anything and I would need to pay for it. I called her a F***ing B**** and hug up. Called back trying to get a manager and they no longer are picking the phone up for my number.

Way to go KTM!!! I will never ever buy another KTM product. I'm beyond pissed off that it's gone this far.

myride.jpg

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I purchased my new left over 2017 1290 Super Adventure R on February 3rd from a local dealer. The Salesman showed me the 2017 Power Parts manual at time of purchase, I bought the optional travel pack which was listed in the Powerparts manual. This option comes with Hill Hold Assist, Quick shift, Motor Slip regulation, and KTM my Ride. When we were finishing the paperwork, the service department took the bike and tried to install the features for me. About an hour after sale my bike is still in the back. I was then told they couldn't get the features installed because KTM's website showed my features as already installed, when in reality they actually weren't.
How this works is, the KTM dealer puts in a purchase for the features on the KTM website. At that time a code is generated and that code is entered in the XC1 scan tool. This "unlocks the features purchased"
Now I'm told they are contacting the KTM NorCal regional manager and I just need to hold tight. About two weeks go by and I hear nothing, so I decided to go in and see whats up. Found out they forgot about it and re-emailed the manager. 3rd week nothing, 4th week still nothing. I get tired of waiting and decided to call KTM customer support on my own. They basically kicked my dealer in the butt and told them to call KTM technical support. Now my dealer had issues even communicating with tech support, they would call leave a message and they'd hear nothing in return. I call customer service again and basically get told "WHAT DO YOU WANT FROM ME" so I yelled back at her saying "TO GET WHAT I F***ING PAYED FOR!" At that exact moment my KTM dealer called me and I hug up with her. They had been given new codes for my Travel Pack. Went in the next day, they installed the features in 5 minutes! When they gave the bike back I noticed KTM my ride was not on my list.... Everything else is there expect for KTM my Ride. They tell me they'll call technical support again, and I already know nothing will get done if I don't do some research.
What I've discovered over the weekend is. My motorcycle has firmware version 033.33 in the digital display, the most current up to date firmware is 133.30. In the new updated firmware KTM had made KTM my ride standard on all models. This is why my Travel pack did not display My Ride.
The problem I'm running into now is finding a technician that knows how to install the firmware. The dealer I purchased the bike from would do it for free but they have no idea what I'm talking about. The firmware requires the KTM XC1 scan tool that's fully updated and a special Orange KTM USB cable that connects to the motorcycle's USB plug in the storage compartment. The other end of the orange cable connects into a laptop, this is where the firmware comes from. The XC1 initiates the process. KTM offers no training on this process, all dealers are left in the dark until a customer comes in asking for the updated firmware.
I was able to find one dealer near me that did it once and is a very intelligent guy, I trust him with this process. The only issue is payment. Who is going to pay this guy? I'm not because I already purchased the KTM my ride with the travel pack. I called customer support again and the same lady running my case took my call. I told her the situation and she told me "I don't care what the power parts catalog says, KTM my ride is not apart of the travel pack." I told her isn't that false advertising and against the law? She responded with "If you want KTM my Ride you'll need to pay for the 133.30 update." I was furious and told her I need to speak to a manager. She wouldn't transfer me! She kept telling me in a rude tone they can't do anything and I would need to pay for it. I called her a F***ing B**** and hug up. Called back trying to get a manager and they no longer are picking the phone up for my number.
Way to go KTM!!! I will never ever buy another KTM product. I'm beyond pissed off that it's gone this far.
myride.jpg.aeba07825c40813e842d91092ee80edc.jpg


Sorry about your troubles, must be frustrating!
Not sure if you’re ranting or if you want some feedback, but...

1. Why are you doing your dealers work? You payed for the upgrade at their register, if they can’t deliver the agreed goods, get a refund, or an extra set of tires or a new pair of gloves.
Would not take any deal that requires them to wrench on the bike, like first service, since they are clearly incompetent.

2. Do you have your bike?
If yes, go ride you are spoiled with roads, trails and weather :-)

3. Do not call customer service employees a f’ing something - it is unlikely to get you any kind of service, as you may have noticed. These people work with you to help you within the frames set by their manager and the product training they have. If they cannot help you, 9/10 it is a management problem.
I too get very frustrated with customer service persons in general, if they don’t know what they are talking about - but it has never helped to let that frustration out on that person.

4. What is “KTM my ride”?

5. I would think all authorised service in the warranty period, would include making sure that you have the latest firmware on your bike. But this is speculation on my part.
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9 hours ago, PeterKaa said:

 


Sorry about your troubles, must be frustrating!
Not sure if you’re ranting or if you want some feedback, but...

1. Why are you doing your dealers work? You payed for the upgrade at their register, if they can’t deliver the agreed goods, get a refund, or an extra set of tires or a new pair of gloves.
Would not take any deal that requires them to wrench on the bike, like first service, since they are clearly incompetent.

2. Do you have your bike?
If yes, go ride you are spoiled with roads, trails and weather :-)

3. Do not call customer service employees a f’ing something - it is unlikely to get you any kind of service, as you may have noticed. These people work with you to help you within the frames set by their manager and the product training they have. If they cannot help you, 9/10 it is a management problem.
I too get very frustrated with customer service persons in general, if they don’t know what they are talking about - but it has never helped to let that frustration out on that person.

4. What is “KTM my ride”?

5. I would think all authorised service in the warranty period, would include making sure that you have the latest firmware on your bike. But this is speculation on my part.

 

I’m never like this on the phone, I’m always polite and courteous to anyone really. Almost too polite... This has been the first time I’ve ever been talked to like this and the only time I’ve lost it. She gave me no options, just sucks for you. You’re a idiot for buying our product. Good luck getting something you payed for. That was her none sympathetic attitude I had to deal with. In the beginning she was helpful, called my service team and told them to get into contact with KTM technical support. Which is a no brainer!

The dealership sales manager is one of those guys that’s overly happy and promises the world. He’s always telling me they’re working on it. The service manager acts like my existence is inconveniencing him. He’s managing a bunch of kids that are his mechanics. I don’t want anything for free, I just want what I payed for. I’m not asking for a handout. 

The sourse of this problem was the power parts catalog from 2017. KTM my ride was included, now it’s not in 2018. It’s now free with the software update 133.30 if you had KTM my Ride prior to the patch release. 

I posted this mainly to vent, it’s such a small deal that doesn’t really affect anything on the bike. I just want what I payed for. This motorcycle has been a huge waiting game that has been stressing me out. I envested over $5000 from day one in accessories, I just want it right the first time.

I have one idea that I’ll try next with the dealer that actually knows how to do the update. With firmware 133.30 they fixed little bugs in the bikes electronics like the day time running light sensitivity. When you go under a tree or under a overpass the headlights will turn on and off way too often. It’s much to sensitive. If I bring the bike in for this issue specifically they’ll have to do the update under warranty, and when the update is installed it’ll automatically give me KTM my ride because it’s now standard on all bikes.

Edited by Rogers
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Sorry for your problems......There has got to be a way to shame KTM into correcting this or getting them to deal with due to law.  Start with your State's Consumer agency..here in WI, it's called Dept of Agriculture, Trade & Consumer Protection. Might be surprised what they can do.  You file a complaint, they will advise you and if warranted contact business directly, especially if violating a consumer law...e.g. false advertising, yatta yatta.  There's probably a MC industry council/trade org that you can lodge a complaint with too.  I do recall that they have changed what My KTM does and maybe why they've made it an add-on going forward...but they need to keep their previous agreements.  Might be you have to settle for old version of and new is not available at no cost?  Don't know but neither do you until pursued.

Ah, the good old days when you had a kick-starter, speedo and tach...period.

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Ok guys finally got my KTM My Ride and firmware version 133.30! It only took 2 months! I went to a different dealer (NorthBay Motorsport in Santa Rosa, CA) thank you guys! It did take a week of back and forth communication between KTM technical support and my Dealer, but they figured it out and return the bike just how I wanted it. It was covered under warranty and I didn't pay anything, but sadly the technician only got paid .50 for time from KTM. First day he tried the update it, but it locked up the digital display and they had to wait for a specialist to remote desktop into my bike. They were able to unlock the screen but when the specialist tried to ping my bike they wouldn't get anything. The decision was made to replace the Digital speedometer. Apparently the new display came with the new firmware version and it was just plug and play for the dealership tech. Very happy now!

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Glad to hear it's resolved but kind of sucks how long it took and how it was handled.  I met a guy from Sacramento at Taste of Dakar who has a 1290 and he says he's had multiple issues with modes disappearing and being told "oh that's normal."  Seems like they still have a few bugs to work out.

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21 hours ago, Eric Hall said:

Glad to hear it's resolved but kind of sucks how long it took and how it was handled.  I met a guy from Sacramento at Taste of Dakar who has a 1290 and he says he's had multiple issues with modes disappearing and being told "oh that's normal."  Seems like they still have a few bugs to work out.

If you know how to contact that guy, let him know that the new firmware version 133.30 fixes this problem. The real problem is, dealers aren't educated on the update process.

Edited by Rogers
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It looks like I am about to live this nightmare. I told the dealer at purchase "if it has it I want it turned on" After some time waiting, I told them at the first service we will work on it.  Dropped it yesterday around noon and waiting on a call :( Is there any way to find out what the latest software update is?

Lug

 

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16 minutes ago, Onelugnut said:

It looks like I am about to live this nightmare. I told the dealer at purchase "if it has it I want it turned on" After some time waiting, I told them at the first service we will work on it.  Dropped it yesterday around noon and waiting on a call :( Is there any way to find out what the latest software update is?

Lug

 

The way you find out what digital display firmware version you have is.

Press the SET button when menu is closed

Press the UP or Down button until Preferences is marked. Press the SET button to open the menu.

Press the UP or Down button until Service is marked. Press the SET button to open the menu.

You'll see the next service in this menu and also the display firmware version. The most up to date firmware version is 133.30. The older version is 033.33.

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Looks lime the 18 has the my ride unlocked for free. I opted opted out of the other items for $600. 

Now if i could just get the app to load from Google play :(

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