How can I escalate a complaint - Sena 20S

pdes

June 26, 2014 17:51

I need to escalate a problem which is not being dealt with by the Help Desk.  I keep getting the same Help Desk agent who has no idea how to deal with my issue and keeps sending me irrelevant extracts from the handbook!

Here's the issue.  I have a 20S and need it set up with my BMW K1600.  Here's where I have got to:

1) I have paired the phone successfully to Phone 1.

2) Selective pairing "pairs" to the bike but no sound comes through

3)  have tried to pair Phone 2 with the bike but although the S20 is found, pairing is unsuccessful.

The Help Desk guy has told me it could be because I don't have the aerial up and has sent me a picture to show it in the "up" position!  Then he sant me an extract telling me how to pair the phone!  Talk about frustrating.

He also said that the bike only been tested with Phone 1 and that Selective Pairing would not work.

So, how do I get the attention of someone who can give me some knowledgeable technical assistance?

Thanks

0

• 

  Pablo Motta

  June 26, 2014 18:32

  pdes,

  Sena headsets (including the 20S) can only pair with Headset 1 on your bike (K1600). Headset 2 is reserved for BMW comm system.

  Do you also have a mobile phone paired with the 20S? There could be a conflict between your mobile phone and the bike, using the same A2DP channel, which is why you are not hearing the bike audio.

   Make sure you pair the 20S on the bike's Headset 1 (or it might be labeled as Phone 1 on your bike).  If you have a mobile phone, please disable the Bluetooth on the mobile phone for now. Test the bike's audio if you can hear it on the 20S.

  Power on sequence to test with the 20S:
  1. Power up 20S
  2. Power up BMW BT system and verify connection with 20S (BMW main screen should display solid BT symbol; symbol should not blink).
  If BMW BT system does not auto-connect with 20S, please toggle BMW’s loud speakers on and off to re-initiate auto-connection by following below menu tree.
  a. Menu >>Settings >> Audio >> Loud Speaker >> ON
  b. Wait few seconds and select OFF.

   

  0

Please sign in to leave a comment.