Sena Warranty Service

[BigFJR]

Thought I'd pass along my experience, so far, with SENA related to my SMH-10 BT (attached boom) headset. I'm using it with an SR-10 BT hub tied to an Escort RD, Cell phone, and a Yaesu FT-8800R amateur radio. Combo was purchased 2/2012.

So the issue is loss of audio out from the mic. I verified the problem using a portable radio to listen to my output from the headset. Adjusting the boom brought back the audio but was obviously unreliable and continued to loose audio a couple more times before I found the opportunity to contact Sena.

The e-mails were quick and Austin was very helpful. I was asked to fill out an online warranty repair form. I did so and prepared to follow the instructions finding that I was mailing to the San Jose Calif. location not many miles from where I work. I asked the warranty guy, Cameron, if I could just drop off the unit at the shop. The response was, only under "extreme circumstances". Um, what? I wrote back that I was close by and needed the unit back ASAP, could save the shipping time and the cost both ways. The answer was that they would rather not. Really? Fine.

Dunno, just rubbed me the wrong way. I guess it would mess up their filing system or something if I dropped it off instead of the USPS. I used to help out at a buddies local web based cycle parts store and we never had a problem with local customers stopping by if things needed some kind of adjustment, swap, etc. Guess I'd rather they'd just said, "No, sorry, we don't do that."

So SENA, San Jose, received the unit last Fri in the AM. Labor Day weekend, I know, but had looked forward to some kind of e-mail advising receipt and an estimate on down time by now. Hopefully I don't get tossed in the stand by file for expressing my displeasure.

Will update on the results.

 

[Bungie]

I had to send a defective (out of the box) SMH5. Full replacement, no questions asked. Shipping was a bit of a pain in the ass for me (no Purolater in the boonies).

Most likely the reason for the no drop off as processes are in place to deal with it efficiently. Going outside the norm breaks their business processes. It's a common thing nowadays.

 

[huron52]

One of the many gold cloured pins that are on the SMH10 broke off. Lost sound out of one of the speakers. Replaced under warrenty. I sent it Canadian Post there and it was sent UPS back. It was mailed to California on August 6 and it got dropped off today September 3

 

[BigFJR]

Yikes, almost a month. Not liking that!

 

[SeattleTy]

They treat me very well in the past, I'm sure they'll do same for you, they might just need to follow protocol, good luck

 

[BkerChuck]

I had a problem with the unit for my wifes helmet back in the spring of this year. Loud cracking noises, horrible background sounds and pops. Swapped with the unit on my helmet to verify headset versus base unit. Emailed Sena, had response next day. They asked me to go through a few simple test procedures then told me to send it back as a warranty. Shipped old unit to them UPS so I could track it. Had new unit in my hands in about 8 or 10 days. I feel the time frame was within acceptable amounts. I'm very satisfied with my dealings to date with Sena.

 

[huron52]

Yikes, almost a month. Not liking that!

You have to take in to account how far I am away from California .... It took a week to get there and a week to get back. The bigger negetive is passing through customs going and coming back.

 

[HelzBelz]

When I first bought my smh10, I cracked the helmet clamp by twisting in the screws a bit too tight. I emailed them a couple of times and sent pictures. After not hearing from them for 4 days, I called and spoke to someone who recognized my story and emails. He apologized and explained how busy they were. He also explained that I would have to buy a new clamp since I was the one who broke it. I asked him what the torque specs were for those screws, and if they were listed in the installation instructions.

He then said the crack was so small it would probably be ok. I pointed out that the crack seemed like it compromised the water resistance of the unit. He relented and sent out a new helmet mount, allowing me to keep the cracked one.

The whole interaction took 5 minutes (including the previous emails). I ended up with 3 helmet clamps (one for my helmet, one for the wife's, and one for my son's helmet). I was happy with the results.

(I wish I would have thought to ask for the ear bud unit..)

I sealed the crack with epoxy, and I have not had a problem since. I love my Sena's.

 

[BigFJR]

Yeah, think I'm getting jerked around by SENA on the warranty service. Sent the return Aug 29 and USPS verified received Aug 30. Sent an e-mail today since I hadn't heard anything and got a reply indicating that it was received TODAY. Are they getting so many returns that it takes a week and a half to process them?

Dunno.

SENA San Jose is not doing well on customer service IMO.

 

[steve_g]

Maybe the forward them from San Jose to Korea???

 

[BigFJR]

Maybe the forward them from San Jose to Korea???

Ha! Perhaps they've a repair facility there.

I followed up with SENA about the discrepancy in the date the product was received and was told that it takes a while to get things checked in and that they had other customers than just little old me. I get that.

The odd thing was that I got a USPS ship notification 27 minutes later that my headset boom was on the way back to me. Hmmm. Should have it today. Will be interesting to see if it was replaced, repaired, or none of the above.

 

[HotRodZilla]

They will replace it. There is no repairing them.

 

[BigFJR]

Well, can't complain I guess. A week and a half, including holiday, to process in and then only 27 minutes to evaluate, replace, and ship the new one if the e-mails are accurate. New unit received and working well.