Terrible warranty service
Hello all and thanks for reading,
So about at the beginning of Feb I bought a Sena 30K Duel pack and both units were faulty out of the box. I have contacted support and they agree the units are at fault and I need to make a claim with the warranty department.
They sent me an email with some forms to fill out which I did the same day and sent back, then they asked for a video showing the issue. Again I did this the same day and sent it back.
Now we have been waiting a week with no communication what so ever, I honestly think they are just ignoring me and dont intend to do anything about it.
And as a final kicker I live in Dubai(though I bought the units from a bike show in Canada), and in the initial email they said they want me to cover the shipping both ways which will run another $150 easily.
Am I wrong thinking this is absolutely horrendous customer service?
Regards and ride safe
Brad
*Im getting to the point now where I would actively advise people not to buy a Sena unit
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No Brad you are not wrong about the horrendous customer service.
I too have experienced it and I know what you mean and how you feel. Surely SENA would have a distributor in Dubai that can take the unit back and sent it to Korea?
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It's not just you in Dubai; I live in Southern California (about a 6 hour ride from Sena's headquarters in San Jose), and I've had the same issue. I sent in a 10U for service back in early March, and STILL do not have any feedback or replacement from them. I kept getting told "it's on backorder" with no date for resolution on record.
At this point, I've given them 7 days notice to resolve the issue, or I'm going to have to take them to small claims court. Waiting 8 weeks (plus 4 weeks of "support" telling me to try all the stuff in the manual to reset the unit, which I had done before I contacted them back in mid February) for a product still under warranty is simply unacceptable.
I used to be a SENA fan - no more... I've bought 7 SENA units in the past, not including this 10U. But this will be my last purchase barring a miracle from them.1 -
As a SENA dealer, we are faced with similar issues and this has got to the point where I no longer want to carry SENA products. Back in the day you could call SENA and talk to real human out of San Jose but that is no longer the case. Everything is on backorder with NO ETA. The only saving grace is that if your dealer purchases headsets from Western Power Sports then WPS will take the unit back and the dealer can provide a new one if it was purchased from that dealership.
Between SENA pricing and horrible customer service, this is my tipping point.
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I finally got it resolved, but I had to physically go to the San Jose office (which is now basically accounting and paper-work office), and sit there until they got the service manager in Irvine, CA on the phone. And he took care of my needs. Turns out the factory in South Korea had several units in stock for several months - but since none were in the US, US support ignored my requests. Talking with the manager, he was able to get a replacement unit Fedex'd to me in about 3 days.
Too bad it had to escalate to that level. SENA really, REALLY needs to step up their customer support.
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I think it is safe to say that MANY of us are not happy. I left the Scala side to come to Sena based on the quality and customer service. I have not experienced any of the good and am possibly going to be going back over to Scala.
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