What's up with SENA these days?

cafemaestro

cafemaestro

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Bought 2 x Sena 20S unit last year direct from Sena online - thought they were the bee's knees (and still do) but one has since developed a fault where the speakers no longer work.

"Not a problem" thought I. "They have a 2 year warranty."
Alas! for a warranty to be any use, you need to be able to interact with someone from the company...

After emails and support tickets on their website had returned no response in 10 days, I had to phone their USA number and leave a ( v. slightly) sarcastic message on their answerphone to get some sort of reply.
A nice sounding Tracey emailed to tell me to return it to the place of purchase.

It took me two weeks and several increasingly belligerent messages to get them to understand that as they had supplied the units perhaps they might like to tell me how to return it.
"Contact Sena.eu on this number" they said. So I did! and I very much enjoyed leaving lots more messages which they could ignore.

Back to Tracey after another 3 days.
Eventually was told to send it back to the US.
Returned the unit to them at my own expense (not cheap having it tracked and insured) and nothing........
Problem is still unresolved after more than a month.
Now I don't even have a broken 20s - they have signed for 2 weeks ago but not a peep since!! :censor:

What's has happened to their customer service?
 
Maybe, your experience would suggest it is better to buy from a UK supplier, then at least you have the domestic consumer rights behind you. I used to have a Sena SMH 10, as did my riding pal. We both had them fail within a few days of each other on a very wet tour of Scotland. Water had got inside.

Returned to the supplier via Amazon for a full refund as it knocked our confidence in these units, especially as Sena do not specifically say that these are IP rated.

We instead, bought a pair of Scala Rider G9s and despite riding in many similar torrential conditions since, they have always worked well.

I must admit though that I did prefer the operating controls of the Sena but that is not much use if they don't work.
 
It did!

Got a reply within 24 hours. Unfortunately had further hassle as they claimed to have not had the parcel. When I gave them proof of delivery they then sent an invoice for shipping costs!!!!
Told them (politely of course) that there was no way I should be paying that and to be fair they say a new unit is en route vie sena.eu.......

7 weeks and counting......will only be happy when the damn thing arrives.
 
Hoo flippin ray!

Replacement 20s delivered - pleased to say it works....now that wasn't so difficult was it Sena?

Just received an email asking if I was satisfied with how Sena had handled my technical problem..........with a feedback box...... :fnikefork :eyebrow
 
Glad you got there eventually.

I had similar problems when my first set of 20S units were crap and needed replacing with updated hardware. The reseller I got them from had dropped the brand and weren't interested so I spoke nicely to Bikebitz in Yately, North Hants (also resellers) and got the contact details for the official UK importer of SENA products in Southampton and dealt with them directly.

Once in contact with them, they couldn't have been more helpful, even bringing replacement units by hand to my house and setting up/demonstrating them.
 
I have my third replacement set of 20S today. Shutting down, water ingress and other fun and games.

When they work they are great. I just hope this set does what it is meant to.

Matt

Sent from my D6503 using Tapatalk
 
I have also had problems with my Sena 20s, a duel pack, one of the first lot, apparently they were faulty from the offset, so got sent back to the original seller, Sena Europe, "France" and had a pair returned within 2 weeks, 6 months down the line one of the replacements has packed in completely, nothing, no power not recognized on the puter, put a ticket in that went to the US of A, who told me to "do a factory rest"!! :nenau how do I do that when the unit is DEAD!! nothing, nada, kaput, wont charge etc!! "Oh get in touch with Sena Europe" have a nice day!! :mad: so had to look out the French contact with a Chinese name and have asked him to step in and sort them out, I'm sending the pair of units tomorrow, and having to strip the blasted headsets out of the helmets yet again to send it all back to them!! :blast apparently I cant send just the broken unit, it has to be all of the twin set!!
 
This all sounds abit off putting to those thinking of purchasing a 20s. ....all good feedback though
 
DC, don't let us put you off buying a set, as has been said, when they are working "most of the time" they are great, and I'm sure that most people that have bought them have not had the problems "we" have, threads like this one seem to attract more attention than one that says, "Sena works well does everything I want of it" full stop!! :blast as you can see with the above posts, Sena are replacing the faulty units without any problems so as far as I'm concerned that is good service, and sooner or later I/we will end up with a reliable unit and no longer post on threads like this!! as most don't seem to now!! :eek:
 
I certainly wouldn't buy them again if I could use the wonders of hindsight. The latest replacement set has sat in the box for weeks as I have no confidence in them.

I agree that threads like this attract the unhappy punters and make things look worse than they are,, but having had 3 trips this year defined more by comms failures than some of the great roads we explored? That leaves me feeling little love for my 20S.

Still, it's almosr the weekend. Maybe I will fit the 20S and try again...

Matt

Sent from my D6503 using Tapatalk
 
Monty said:
I agree that threads like this attract the unhappy punters and make things look worse than they are,,
Sent from my D6503 using Tapatalk
Click to expand...

When I started this thread it was out of pure frustration with Sena Customer Anti-service. I love the 20s - well thought out design, easy to use, does what it says on the tin, looks good, etc.
I appreciate that no product is 100% failure free and when you sell tens of thousands, you will get a few hundred bunnies unhappy that it was their unit that failed.....and yes they will often take to forums and vent their spleen as though it was the end of the world. I am not one of these.
My beef is with how they dealt (or rather didn't deal) with putting an unfortunate product failure right.
The response to a customer enquiry is entirely within a company's control and presents them with an opportunity to enhance their brand perception by the manner in which they handle it. Conversely it is also a potential pitfall where a poor response strengthens already negative experiences and damages your brand.
I run a small company and I would far far rather hear is someone has is underwhelmed with our service than not, so that I can try to rescue the situation and implement improvements to prevent a recurrence.

I tried to talk with Sena but it was like talking to a brick wall.

Would I buy one again? Probably not.

I want to trust them but they have not given me any reason to believe that my future experiences will be better. Sad....:thedummy
 
I bought the SM10HR pair and they have worked faultlessly for almost 2 years - sounds like the new model has had some teething problems.
 
Nippy Normans supply Touratech, Wunderlich, Desert Fox and many other makes of accessories.
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