Xena alarm customer service

[(RIP) Shenzi]

Here in France we are obliged by the insurance companies to have an approved (SRA) disc/U lock fitted any time the bike is left unattended otherwise the theft cover is not valid.
Large U bolts are a pain to carry around so I bought a Xena, a disc lock with the added advantage of an alarm. As it happens it fits perfectly into the little bum bag on the back of the 12GS tank bag.
All went well for 18 months and I was well pleased with it, then it began to beep continuously so I changed the battery but that didn't have any effect on the beeping. Took it back to where I bought it but without the original receipt they wouldn't even discuss it even though I was prepared to pay to get it fixed.
In frustration I called Feridax, the owners of Xena, in the UK and told my story to Phil Simmonds. He said he would get onto it and a new electronic module would be shipped to me. Nothing happened so after some weeks I called him again. Apparently he had given instructions to their French agents who clearly didn't follow up on it. He apologised and said he would get a unit posted to me that day, lo and behold, three days later my Xena is back to working perfectly!
Customer service like this is becoming harder to find, thanks again the Phil Simmonds and Feridax!

 

[Kahuna]

Here in France we are obliged by the insurance companies to have an approved (SRA) disc/U lock fitted any time the bike is left unattended otherwise the theft cover is not valid.
Large U bolts are a pain to carry around so I bought a Xena, a disc lock with the added advantage of an alarm. As it happens it fits perfectly into the little bum bag on the back of the 12GS tank bag.
All went well for 18 months and I was well pleased with it, then it began to beep continuously so I changed the battery but that didn't have any effect on the beeping. Took it back to where I bought it but without the original receipt they wouldn't even discuss it even though I was prepared to pay to get it fixed.
In frustration I called Feridax, the owners of Xena, in the UK and told my story to Phil Simmonds. He said he would get onto it and a new electronic module would be shipped to me. Nothing happened so after some weeks I called him again. Apparently he had given instructions to their French agents who clearly didn't follow up on it. He apologised and said he would get a unit posted to me that day, lo and behold, three days later my Xena is back to working perfectly!
Customer service like this is becoming harder to find, thanks again the Phil Simmonds and Feridax!

As far as I'm concerned ZENA customer services tell 'much porky pies'!

My last Zena disc alarm broke down when the two wires from the battery compartment came adrift from the alarm unit.

I was quite prepared to solder it up and use it again - and to that end I emailed them to ask if there was a circuit drawing I could use to figure out where each wire went. Sure enough they had a drawing - but when it got to me it didn't show where each wire went - just the layout of the components on the circuit board!

I asked for some explanation of the wire location and they came back with a fantastic offer. Since I'd had such good service from my old lock and it had fallen apart (their words - meaning the wires had come loose) they were going to send me FOC a new Gold ZENA Lock by return delivery.

How stunned - gobsmakked and VERY pleasantly surprised at that level of service.

Did it arrive? Did it buggery Called then and emailed but no-one wanted to know of course.

Don't mind they didn't replace the old one - but I sat by the letterbox for a week couldn't understand how they could be so cruel with me!

Any road-up, wouldn't trust them with your lock never mind mine

Got a different one now. I only wanted the disc lock alarmed because I'm prone to getting on with it still fitted, my bike alarm takes care of that now - if it goes off I know the lock is still fitted!

 

[(RIP) Shenzi]

Are we talking about the same people? I wonder, if so then your spelling is incorrect and I can't find a Gold model on their website. If we are referring to the same people it is really odd that we should have such different experiences. Maybe they don't like Geordies

 

[Kahuna]

Are we talking about the same people? I wonder, if so then your spelling is incorrect and I can't find a Gold model on their website. If we are referring to the same people it is really odd that we should have such different experiences. Maybe they don't like Geordies

Indeed we are talking about the same people and the Gold Lock was one they were looking to import from their USA manufacturers (or at least that's what they told me - I'm so gullible sometimes)

Maybe they don't like Geordies

Now come on - that's highly unlikely is'nt it? onyack

 

[Kahuna]

Are we talking about the same people? I wonder, if so then your spelling is incorrect and I can't find a Gold model on their website. If we are referring to the same people it is really odd that we should have such different experiences. Maybe they don't like Geordies

BTW You're quite right - the beer beat me - its Xena!