Improve your Warranty Customer Service

A couple of months ago I had one of two SMH5-FM headsets fail while under warranty. After a long wait, the replacement device is now working fine. However the RMA process Sena has in place is broken. There is no reason I should be without the device for 6 weeks while Sena slowly determines the original device is non-functional. Word will get out that Sena's warranty customer service is terrible, and your reputation and sales will suffer. There are now plenty of alternative manufacturers, and after my own experience I would not purchase a Sena device again.
There has to be a better way. If a customer follows the recommended diagnostic steps and a device under warranty is still not working, you should be sending out a replacement device immediately, at no charge to the customer. Other companies do this, and if the faulty product is not returned within 30 days, they then charge the customer's credit card for the new device. This would send the right message to existing customers "we stand by our products", instead of "we already have your money, tough luck if our product doesn't work".

Improve your Warranty Customer Service

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