Sena's email customer service sux

[pitzerwm]

I picked up a SM10 from one of the members here and I tried to check and see if it had a firmware update. Went to the site and it's not easy to find. Wasn't worth a phone call, hate phone trees. Emailed support, person didn't bother to read my email, just fired back a useless response. In subsequent emails (6 or 7) it was obvious that CS didn't even know their own web site. Finally got the firmware downloaded, but useless without the "Device Manager", another download. Then it wouldn't/couldn't detect the SM10. The answer for that "try again". I asked 3 times for the date of the firmware update, to see if it was already on it, never got an answer on that. You'd think that it would be with the update. When I suggested that he read the email before responding and what was the DATE?? I never heard back.

I don't know what I'd buy next time, but Sena won't be at the top of the list. Especially with all of the issues people are having with the 20s.

 

[Motorcycledave]

I ALWAYS tell people to CALL but ALWAYS
call the local number the area code is 408
you get right through and can talk to local
tech support

I picked up a SM10 from one of the members here and I tried to check and see if it had a firmware update. Went to the site and it's not easy to find. Wasn't worth a phone call, hate phone trees. Emailed support, person didn't bother to read my email, just fired back a useless response. In subsequent emails (6 or 7) it was obvious that CS didn't even know their own web site. Finally got the firmware downloaded, but useless without the "Device Manager", another download. Then it wouldn't/couldn't detect the SM10. The answer for that "try again". I asked 3 times for the date of the firmware update, to see if it was already on it, never got an answer on that. You'd think that it would be with the update. When I suggested that he read the email before responding and what was the DATE?? I never heard back.

I don't know what I'd buy next time, but Sena won't be at the top of the list. Especially with all of the issues people are having with the 20s.

 

[Hecam17]

20s's no issues

Had our 20s's for almost a year with zero problems, I use their computer app to keep them updated and the IOS app to manage the connections. Guess I'm lucky.
Keep firmware updated is what I was told when we got SMH10's five years ago and have followed that. At times a firmware update comes with a newer manual that really is different from earlier manuals- think button has new function.

 

[armyspydervet]

Sena 10U

I just bought the Sena 10U for my Shoei J-Cruise. Love it. Everything is integrated into the helmet. No device hanging off the side.

 

[Gray Ghost]

I had just the opposite experience. Our headsets are out of warranty and I emailed them to get some clarification on which part numbers I needed to order to replace a part. They did not give me the part number, they just shipped me the item free of charge. I have had to contact them in the past by phone and they were very helpful then as well.

 

[Jim&Teresa]

SENA's customer service

Hello, I talked with SENA's customer service a couple of years ago when we first installed our SM10 & SMH10s. It took a while on hold, but the Tech Service person was top notch and helped me greatly. He followed up with an email to me with the instructions. I think their manual is a problem and confuses people when trying to pair your devices. The instructions attached worked well for me.

The number I called is: 866-300-1235. I think they are out in California, so time your call accordingly. We have used our SENA transmitter and headsets for over 2 years with very little issues. We use the bike's radio, cell phone, and intercom through the headsets - it's a great way to go "cordless".

Here's what he sent me - hope it help you - good luck! :thumbup:

 

[JayBros]

I've occasionally found the Device Manager kind of finicky when it's trying to recognize the SMH10 or SM10; maybe slowness with my computer. Their manuals, particularly the SMH10, could stand better explanations in some places.

 

[finless]

FYI depending on your OS, etc... If you have another Bluetooth device on your PC you may need to disable that for the Sena Device Driver to work. I had a USB BT dongle in my PC and that caused problems.
The instructions say to remove any other BT devices.

Bob

 

[Roadster Renovations]

Sena customer service worst ever

Back in late November last year, on a pretty cold, brisk ryde, I lost my wifes' Sena 10 unit. Was going for a solo ryde and couldn't find mine, so I "borrowed" hers. About halfway through the ryde, wearing full very thick gloves, I reached up to adjust the volume and bumped the top, unlocking the unit. Yep, you guessed it. The little egg-shaped unit popped out of the receiver at 60 mph. Last I ever saw of it. I noted where I was and turned around as soon as I could and started searching. Grass on both sides of the road with moderate traffic didn't allow me to do much safe looking.
So, fast forward to the new ryding season this year. Sent Sena 3-4 emails and give them my number to call. They kept telling me that they tried calling and no one was there. No way. If we go somewhere, we always forward the phones. Finally got someone to give me an 800 number and I called it. Could barely understand the guy, but he acted like he was really going to help me. Since we were under the 2 year warranty, he said he was going to see if he could replace it free, and would immediately contact the factory. I waited about a week with nothing happening and called back. They would not let me talk to the same guy again, but relayed a message that he would contact the factory that very day. This was 10 days past when he said he would do it. I was quickly loosing patience, as they were not doing what they said they would. I had no problem with buying a replacement if I had to, but don't get my hopes up and then jerk me around. I waited 2 more days and called back. Still couldn't talk to the first guy, but now they said I would have to pay for a new unit. $180.00. I said, wait, I didn't need the complete unit, just the lost part with the battery. They said that was the cost of that unit. I explained that I hadn't spent $360 for both units when I originally bought them. Said he couldn't sell it any cheaper. I checked the price on Amazon and for a complete single unit was $160. So, I bid them farewell and ordered the complete unit. So, now I have a complete replacement unit sitting aside if I ever have an issue with the speakers or the rest.
The only good thing that occurred out of this whole thing is I created a safety attachment system so that that will never happen.

 

[Fatcycledaddy]

My experience with Sena products (20s) and Sena customer service have both been top-notch.

 

[Tango]

We have found SENA CS to be excellent! Butt, we always call direct. Immediate help, very friendly. :thumbup: Tom :spyder:

 

[Motorcycledave]

You should have called me

I wish you had have called me you would have been given the local number to call or
I could have supplied one for you
Davd

Back in late November last year, on a pretty cold, brisk ryde, I lost my wifes' Sena 10 unit. Was going for a solo ryde and couldn't find mine, so I "borrowed" hers. About halfway through the ryde, wearing full very thick gloves, I reached up to adjust the volume and bumped the top, unlocking the unit. Yep, you guessed it. The little egg-shaped unit popped out of the receiver at 60 mph. Last I ever saw of it. I noted where I was and turned around as soon as I could and started searching. Grass on both sides of the road with moderate traffic didn't allow me to do much safe looking.
So, fast forward to the new ryding season this year. Sent Sena 3-4 emails and give them my number to call. They kept telling me that they tried calling and no one was there. No way. If we go somewhere, we always forward the phones. Finally got someone to give me an 800 number and I called it. Could barely understand the guy, but he acted like he was really going to help me. Since we were under the 2 year warranty, he said he was going to see if he could replace it free, and would immediately contact the factory. I waited about a week with nothing happening and called back. They would not let me talk to the same guy again, but relayed a message that he would contact the factory that very day. This was 10 days past when he said he would do it. I was quickly loosing patience, as they were not doing what they said they would. I had no problem with buying a replacement if I had to, but don't get my hopes up and then jerk me around. I waited 2 more days and called back. Still couldn't talk to the first guy, but now they said I would have to pay for a new unit. $180.00. I said, wait, I didn't need the complete unit, just the lost part with the battery. They said that was the cost of that unit. I explained that I hadn't spent $360 for both units when I originally bought them. Said he couldn't sell it any cheaper. I checked the price on Amazon and for a complete single unit was $160. So, I bid them farewell and ordered the complete unit. So, now I have a complete replacement unit sitting aside if I ever have an issue with the speakers or the rest.
The only good thing that occurred out of this whole thing is I created a safety attachment system so that that will never happen.

 

[ARtraveler]

Our Sena SM10's are the best communication device we have owned.

Have tried Cardo, Nolan, & Chatterbox. Quieter, and longer range than the others. Going on season #4 this summer.

Sorry to hear that others are having/had some problems.

 

[Raknid]

Having same issue with Device Manager on my Windows 10 laptop. Just registered my new device last weekend . Initially recognizes my then says no device recognized. Spent half hour plus troubleshooting then gave up for now. May contact Sena tomorrow if I can get time to mess with it. Should be plug-n-play so a bit disappointing.

 

[pitzerwm]

Like a lot of companies, the product is pretty good and as long as you don't have any issues great. A lot of companies fall short on CS. I have a couple of Samsung gadgets and their phone CS is in Bangladesh or somewhere and all they can do is read out of a book. They have never seen a unit and have no real tech knowledge. Read out of the book and if that doesn't fix it, "so sorry". I have a camera that automatically wifis my pixs to the desktop. Works great on Win7, with Win 10 worked once never again. TT CS, told that it wouldn't work with Win10, I needed to call Microsoft and have them fix it.:banghead:

After 4 days, maybe reading this post, Sena's "guy" responded with a date.

I don't have any other BT stuff on this PC, but it is Win10. My SMH10s and this unit does work as expected, but its usually a good idea to have the latest firmware.

 

[KX5062]

I recently bought a new 2-pack 20S set and the unit designated as mine was malfunctioning right from the get-go. I am an experience Sena customer/user, having upgraded from an early production SMH10, and I too found their customer service to be lacking. However, once I wrote them a stern email detailing my issues, the problems were resolved quickly and a replacement unit was sent. So, I guess in the end, it turned out alright.