Sena breaches warranty agreement.
Sena have advised me the I need to pay the return freight to have my unit serviced/replaced under warranty. Not only is the product defective but Sena doesn't seem to value customer satisfaction or loyalty and is keen to avoid their warranty obligations. I recommend avoiding this company and their products.
The warranty in the manual supplied with my unit clearly states ""Free-of-charge Service.
Sena will provide free-of-charge repair or replacement service for the product when product defects occur within the scope of the product warranty during the warranty period."
However Sena have removed this paragraph from their latest manual and are trying to retroacitively change the warranty on my unit. Ever seen this kind of fraudulent practice from any other supplier?
Have decided to forward this correspondence to several US magazines and also will publish it in our own magazine FastBikeGear Fanatic.
Here is the full record of transcript.
Hi guys I had thought the problem might go away with a bit more use but it hasn't.
Can I please get a warranty replacement?
Your first and last name: Liam Venter
Your USA shipping address (if you want free shipping): I have moved to New Zealand since buying the unit. My address is 24 Spinnaker Drive, Te Atatu Peninsula, Auckland, area code 0610,
Country: New Zealand
Your Phone #:+64 9 834 XXXX
Serial #: S/N:20S 141100436
If you provide an International shipping address outside USA then you will need to pay for return shipping via paypal, which may cost up to or more than $50 usd.
Reply from Sena:
Hello,
Your RMA number is: 3380
Please follow the RMA procedures below to return the faulty item(s) for repair or replacement:
- Package the [faulty item of 1x 20s-01 full set (main module and clamp kit)] appropriately.
- Write the RMA number on the outside of the box and ship it to the address below.
- We suggest to use a carrier with tracking when sending in your package. When you have the tracking send it to me in this email.
- If you are sending back a SENA 10C, do not send the SD card with the unit.
Once we receive your item, SENA will send out a replacement.
Sena Technologies, Inc.
Attn: RMA#
3150 Almaden Expressway, Suite # 238
San Jose, CA 95118
United States
Note:
Since you provided an International shipping address outside USA then you will need to pay for return shipping via paypal.
A separate invoice written by the RMA Dept. will be emailed to you to submit payment.
Ride Connected!
Thanks and have a wonderful day!
Sena Technologies Inc. Support Team
My response to their request I pay return freight from them to me for faulty unit:
Many thanks I will return the unit. Please not the warranty provided with my unit clearly states on page 65 of the manual.
"Free-of-charge Service.
Sena will provide free-of-charge repair or replacement service for the product when product defects occur within the scope of the product warranty during the warranty period."
There are no exclusions listed in the manual to this, So I would appreciate you complying with your warranty terms correctly and paying the cost of the return freight to me.
Many thanks
XXXX XXXXX
Response from Sena:
Hello,
This is the Warranty Period in full:
Sena guarantees free-of-charge replacements of defective
parts of the product or flaws that may have occurred due to
problems in manufacture for a period of 2 years from the date
of initial purchase.
Warranty Service
To obtain product warranty service, send the defective product, at your
expense, to the manufacturer or the seller along with proof of purchase
�(A RECEIPT THAT SHOWS THE PURCHASE DATE, A PRODUCT REGISTRATION Certificate
of the Website, and other relevant information). Take necessary measures
to protect the product. In order to get a refund or replacement, you must
include the whole package as it was purchased.
See page 70 of http://www.sena.com/wp-content/uploads/2016/03/UsersGuide_20S_v1.6_en_160304.pdf
Ride Connected!
Thanks and have a wonderful day!
Sena Technologies Inc. Support Team
My response to Sena:
-
Actually that is more than a little bit naught of you. That is not what my warranty says at all. Please find a copy of it attached. It could be that you have modified your warranty since I purchased my unit but if so it is the warranty that came with my unit that legally applies to me.
You can not retroactively change the terms of your warranty.
And even with your new wording I am required to send it to you at my expense but it does not say I need to also pay for the return (Which would be most unusual anyway).
I think that Sena might best be served by complying with the terms of the warranty and maintaining customer good will with professional conduct.
-
Pleas note that my manual has the Free-of-charge Service paragraph that the manual you directed me to does not. By all rights you should also pay for the return of the defective one to you under this written agreement...or provide me an advance replacement under proof of destruction of my faulty one, if you prefer to reduce your freight costs.
Senas response:
Hi There!
No sorry, that is the Sena manufacturer protocol....
Ride Connected!
Thanks and have a wonderful day!
Sena Technologies Inc. Support Team
-
Hey there,
I am having a similar issue with a 30k Duel pack. Both units were faulty out of the box and now they are saying I have to cover the shipping both ways when returning the units for repair.
They are the absolute worst company I have ever had the misfortune of dealing with.
What was the outcome of your issue Liam?
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I had a faulty SMH10 unit. I had got this from REVZILLA. Its nearing a month still I haven't received an RMA no. I have sent them several gentle reminders over email. They don't even respond. Really shocked with the service,. Lately I got a reply saying that my RMA is in a queue due to high volume of returns.
What's is the usually time period for an RMA to be issued?... plz help
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Liam/Brad - Did you buy from Sena? Even though was many years ago 2016/2018. NZ consumer rights changed in 2015. They (company purchased from) must pay for shipping or reimburse the shipping fees when found faulty as product not fit for purpose. (Out of box etc).
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