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SRL-01 in a Shoei Netoec 2: highly frustrating

Sam Cordery

May 23, 2018 06:31

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I've had my SENA SRL installed in a Shoei Neotec 2 for over a week now.  Lovely clean fit, beautifully integrated - you do not know the system is there.  Only slight criticism is that the three control buttons are taking some getting used to finding / locating in heavy gloves

That's all I've got to say that's positive I'm afraid.  The rest of the experience is dire

Device Manager - connected once, updated firmware - won't recognise the SRL anymore (leaving powered off when connecting as instructed)

Microphone - simply doesn't work when in a phone call, or when intercom is active - yet it will just about recognise a 'Hey Sena' voice command.  Tried all options available to me via the iOS mobile app and can't work it out.  Tested numerous times, can voice dial somebody - they can't hear me.  Can accept an inbound call with my voice, but they can't hear me

Feeling extremely dissapointed.  I've spent £269 / $365 on a headset that I can only use as an FM radio at the moment

Any ideas would be greatly appreciated.  To sum up, my microphone hears voice commands and responds but I cannot be heard in any phone call or intercom session.  Oh, and the firmware update to v1.0.3 has made the SRL unrecognisable in Device Manager

I'm off touring Europe in a few days and would dearly love, and NEED to get this sorted.  It's too large an investment for me to not be delivering it's basic functionality

Thank you in advance....................Sam

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41 comments

• 0
  
  Rob Cote May 24, 2018 10:29

  Are you also using a freewire?   I am having same problem, but seems to be more an issue with the freewire, than the Srl.   When srl is paired directly to iPhone, instead of HD Boom,  the mic works fine.   Seems to be a common issue.   Unfornately, it limits my use of Boom’s integrated voice commands.

• 0
  
  Sam Cordery May 24, 2018 14:28

  Hi Rob

  No, I'm no using Freewire, just bog standard SRL

  I've voice commands being recognised (I can get it to dial one of my speed dials for example) yet when the person picks up they can't hear me at all

  Raised two support cases with SENA - nothing

• 0
  
  Rob Cote May 24, 2018 19:24

  Thanks Sam, 

  Our scenarios are different.   I believe my SRL mic is not working due to an issue with Freewire.   I've seen many others reference the same issue.

  My SRL works properly when paired to the phone.  Its just with freewire that I have an issue.   I raised a support case with SENA,  but nothing yet,

  Good luck getting your issue resolved;  and good luck with the SRL.

• 0
  
  Sam Cordery May 24, 2018 19:50

  I now have an agent who's responded to my case, although the advice is - 'check the installation' and 'perform a pin-hole reset' which I've done a few times, along with resetting to factory settings
  
  I'm in limbo - I need to get it working and go touring, but there doesn't seem to be much urgency 
  
  Good luck with yours - at least you can prove the mic works properly in one scenario

  Sam

• 1
  
  Boo Rules May 31, 2018 16:39

  Sam, I unfortunately feel your pain.  I too just had my SRL for 1 week today and tried everything (firmware update/rollback/reinstall, etc.) to get it to work. I also hard reset my phone (iPhone X) forgot the SRL in bluetooth settings then repaired in every imaginable combination possible and it does not work.

  Attempting to talk over the phone is pointless as the sound from the other party is so distorted it actually hurts my ears (same with Siri) PLUS as your stated, neither the person on the other end of the call nor Siri can hear me through the mic.

  Music comes through clear enough and so does other apps (Waze, etc.) although occasionally they disconnect and I can only reconnect through the phone which is again pointless while riding.

  I have no response from Sena and I feel I wasted money on the Shoei and the SRL.  This is the ultimate buyer's remorse.

   

   

• 0
  
  Sam Cordery June 05, 2018 21:24

  In a way Boo, hearing that you also have the same issue makes me feel slightly better - in that at least I know it's not me being stupid and missing something obvious
  
  I've an update on my open case, but unfortunately the lack of urgency, lack of anybody wanting to take ownership and communication being a one way street means it's not good news.  It appears that SENA don't understand what pro-activity is

  Communication is a one-way street, always me calling, chasing, calling chasing for updates.  I finally got somebody to talk me through a few things on the phone and the result was that it needed to be replaced.  The guy on the phone was good - we tried pairing alternate phones etc - nothing
  
  An agent provides me questions to complete for the RMA which I do.  I then receive this:

  "Since you are located outside the US and have purchased your product from the US, we will be more than happy to assist you with your warranty claim with SENA USA
  
  Please be advised that you will have to shoulder the shipping cost of sending in your defective product to SENA USA as well as the shipping cost to receive your replacement
  
  In order to find out the shipping costs from your location to SENA USA, please contact your local carrier"
  
  The shipping cost of the replacement is $50.
  
  If you agree to these terms, please reply back and we will get started on your RMA"
  
  Do what?  I bought the item in the UK, I live in the UK.  Why do I have to send it to the US at my own cost and then pay $50 for the replacement to ship?  

  I challenged it, oh it's an error
  
  This was a week ago.  No more comms, I've chased twice and they keep telling me somebody from Europe will call me - they don't.  I travel tomorrow - SENA have let me down - as you say the ultimate buyer's remorse
  
  Been biking for over 40 years and this has to be the single worst bike related product purchase experience I've ever had.  £270 for something that's flawed and SENA act like they couldn't care less.  The attitude on the phone is as if it's me that's causing them trouble.  Terrible
  
  I've no idea what to do now - I am about to travel, I can't afford to buy another comms device as all my savings are for my time away.  Feeling let down, ripped off and uncared about
  
  Atrocious way to treat Customers

• 0
  
  Art A. June 13, 2018 11:57

   

  I'm having an issue trying to update the firmware.  This is a brand new unit that I've only "bench tested" at home.  It's paired with my Iphone and seems to work.

  But the app says I need an update to the firmware.  No matter which computer and which USB cable I use, my SRL is not recognized by either computer I use.  I've tried on a newer Imac and a Windows laptop both running the latest software and the most recent Sena Device Manager. 

  It's throwing an error regarding unable to connect via USB.  The device manager simply cannot see the SRL.  

  To ensure it wasn't something equipment related, I pulled out my 20S and plugged it in and the Device Manager recognized it....

  So, I'm very disappointed that I may have to send in my brand new unit... As others have mentioned, I spent over $1,000.00 for the helmet and SRL and sure while the helmet is still useful, part of my purchasing decision was based on the integrated system...

  I'm afraid to see what they say...

• 0
  
  Boo Rules June 13, 2018 14:38

  Sam,

  Update on my SRL dilemma.  To recap I live in NYC and like you I had a trip planned (end of May) but the SRL is still not available in the USA (they are based in California but have not released here...this should have put me off from the start).  I purchased my unit from Motocard in Spain...great service got it to me in two days.  End of feel good portion.

  As previously stated it does not work with my iPhone (same issue as yours).  I reached out to Sena but never heard back from them beside the auto-reply of "we will get back to you, meanwhile check the forum...).  Meanwhile Motocard's 15 day return policy was nearing so I contacted them.  They paid for the return shipping (even pick-up from my office).  Said it would go back to Sena under warranty.  So in this modern age, my SRL had to go back to Spain then to California.  I have resigned myself to the fact that I will not get it back until the summer is over...if I ever get it back at all.  The Neo-2 sits in the box unused and I am back to my old Arai with an Uclear Amp. 

  Then the other day Sena finally got back to me suggesting I try another iPhone to eliminate my phone as the problem.  Before sending it back I tried 2 other iPhones with the same result which I just replied back to Sena.

  $1,000 gone but now the question is what to do with the Neo-2?

   

• 0
  
  Sam Cordery June 13, 2018 14:55

  I honestly think SENA have a big problem on their hands with this unit.  Other forums are littered with users with fundamental issues
  
  I missed my window to get a replacement, despite pestering SENA for a month reminding them of the day I left
  
  Low and behold, a replacement item has today been delivered to my office in Oxford, England
  
  I look forward to seeing if the replacement unit works or not.  I am not holding much hope based on the reports I'm reading
  
  On the positive side, the Neotec2 is excellent

• 0
  
  Alan Davies June 28, 2018 13:53

  I have a shoei neotec 2 with the srl fitted and I am also having difficulty with the phone /mic function 

  I have tried several phones samsung i phone etc but the phone part doesnt work I say hello sena then i get say a command  say a command say a command and then that is it 

  I also live in the uk but a long way from the dealer i bought the helmet from 

  I am at the moment speaking to an agent who asked me to provide a copy of my invoice and also serial number 

  I asked if there was a place I could send the headset to in the uk but they said nowhere in the uk servises their headsets

  I am awaiting further developments 

  At the moment I have a very expensive radio fitted to a super helmet 

  Alan 

• 0
  
  Boo Rules June 28, 2018 21:33

  Update on my SRL saga.  I sent the unit back to Motocard...they were great in that they had the unit picked up from my house. Within a week they sent me a new SRL unit.  Great service and feel fortunate I purchased from them as Sena has been basically non-responsive.

  I benched-tested my unit before installing into my Neo-2 and the phone seems to work.  I can make calls, people can hear me and I can hear them.  I will install and give a full road test this weekend.

  Interesting to note, the first SRL had older firmware and had to be upgraded while this unit came with the latest firmware installed (1.0.3).

  Also interesting to note, as of today (June 28) the SRL still hasn't been released in the USA.

  Keeping fingers crossed that this unit works.

• 0
  
  Boo Rules July 10, 2018 11:35

  Update on my replaced SRL.  I have ridden with for over 15 hours of use and it seems to be working fine (Siri, phone functions, music and GPS).  I am still tweaking the features to suit me but as with all new devices this will take time.

  I ride alone so I do not have any information regarding the intercom feature.

  On another note, I purchased the remote control (RC-4).  I highly recommend anyone using the SRL to get this as operating the helmet buttons with a gloved hand, especially when riding, is basically impossible. 

  I am not sure if I got lucky with this replacement unit or if Sena is finally dealing with the SRL problems and providing functioning units...only time will tell.

  One last observation, as of today (July 10, 2018), the SRL is still not available for purchase in the USA from retailers.

• 0
  
  Michael July 10, 2018 13:22

  I would want to buy one, but according to Polo Germany Hamburg SENA does not stop production maybe. Or is there a new modified SRL?

   

• 0
  
  Boo Rules July 10, 2018 20:38

  I don't know if there is a new modified SRL out or what, if anything, Sena has done as far as production.

  I do believe my replacement SRL is a new production model only because it came out of the box with the newest firmware as opposed to my original SRL which had 1.0.2.  Whether or not this has anything to do with how my new unit functions is anyone's guess.

  I am fortunate that the dealer replaced it quickly.  I honestly expected to be without the use of the SRL/Neo-2 for most of the summer.

• 0
  
  Alan Davies August 02, 2018 08:21

  got a replacement from Sena which was good public relations on their part however yesterday was the first time I had tried it out properly and getting the same response from the headset I say hello sena and it replies say a command I use  something like what can i say and it goes back to say a command 

  I am trying to contact sena and see what they say

   

• 1
  
  Bill Hawkins August 03, 2018 17:50

  I recently switched from Scala Rider because of the incredible architecture of the Neo II/SRL, but am having serious issues too, and HORRIBLE customer support.  Online chat burns up an hour of my time getting me to try all the resets, on/off, etc. (after I have already done them myself), then transfers me to a help desk (of course it is a highly accented south Asian voice), who methodically instructs me to again do what I have already done twice before.  I get pissed and ask for a supervisor.  Am told, he will call you back.  Of course no call.

  Does anyone want to join me in development of a class action lawsuit against SENA?

• 1
  
  Alan Davies August 04, 2018 11:19

  I have been told to send my second set back and awaiting contact from SENA on where to send it .Hopefully third time lucky fingers crossed .

• 0
  
  Alan Davies August 04, 2018 11:21

  I have been told to send my second set back and awaiting contact from SENA on where to send it .Hopefully third time lucky fingers crossed .

• 1
  
  Sam Cordery August 04, 2018 14:10

  Hello All - I'm back from my tour (which I did without an intercom thanks to SENA's inability to act with any urgency)
  
  New item was delivered to my office in the middle of June and has not been touched until I got back yesterday.  Firmware on the replacement was 1.0.2 so upgraded and then ran some tests before installing int he Neotec2

  Guess what?  It pairs with my iPhone perfectly, can play music / nav instruction etc but AGAIN nobody can hear me via intercom or on phone calls
  
  How can the mic work to hear my voice commands, but then not work at all in calls or on intercom?

  I'm giving up with these cowboys.  Probably one of the worst things I can remember spending money on.  You'd think they may have tested my second unit before sending it out - no of course not.  Utterly inept

• 0
  
  Mattcrane86 August 04, 2018 14:19

  I took delivery of my Neotec 2 and SRL system 2 weeks ago from day 1 everything worked just as it should except for one thing.

  As soon as I put it into FM Radio mode I lost all ability to alter the volume + or - they bleeped when pressed but did nothing to alter the volume.

  The shop I bought it from have been great and arranged for it to be collected and returned to them for testing, of course they found no fault with it and returned it me the following day.

  When I received it I bench tested it before fitting it into my helmet and low and behold it did work just fine so thought it must just have been me then so spent the next hour re-fitting it into my helmet, (arthritis in my hands means it takes longer with fiddly jobs like this).

  So its all fitted back in great, try the radio and once again no ability to alter the volume :( 

  It is running on version 1.0.3 and I have tried all 3 firmware versions a factory reset and a fault reset all with no change. :(

  Anyone else got any suggestions?

   

  Oh yeah forgot to add Sena invited me to return it to them in Germany at my expense, but if they found a fault they wouldn't be able to exchange it until late September as they have no new units in stock........

  Edited by Mattcrane86 August 04, 2018 14:22
• 0
  
  Bari Bar-Zion August 12, 2018 14:40

  I have purchased the Neotec II helmet and rather than using my existing CARDO Sho-1, decided to go with the SRL.  BIG MISTAKE.

  Let me start with the bottom line: THE SENA SRL IS HORRIBLE - NOTHING LESS.

  First, the mic quality is VERY BAD. People can hardly hear me, no matter if I am driving or standing or if the helmet is open or closed. They just can hardly hear me. Reset, hard reset, firmware update - all useless.

  Voice commands can not be executed because of the mic sound quality. "hello sena" does not work 99 times out of 100. radio can not be activated. Hello Siri in non existent.  

  Second, when I finally manage to put some music using my phone directly rather than with voice command, the sound quality is just not good. 

  2 weeks ago wrote an angry mail to sena support. and guess what - no one bothers to answer. So customer service is also problematic.

  conclusion: Lots of money thrown away for nothing.

  I should have stayed with my Cardo systems. Had a few of them through the years and was never disappointed.

• 0
  
  Mattcrane86 August 12, 2018 16:19

  The thing is I love my SRL as everything is perfect I don't have any issues at all with the sound quality or the mic quality my wife can hear me fine through her Sena/Schuberth setup, the voice recognition works perfectly not worried too much about the phone side of things as I refuse to answer the phone while I am out on my bike.

  However the one area where my one falls down is the radio although I can tune in channels no problem I cannot adjust the volume while in radio mode yet the volume adjustment works perfectly in all other modes it confusing as hell .

• 0
  
  Robert August 12, 2018 16:35

  Robert

  Hi there, bought my Neotec 2 with srl yesterday, guess what can't even get my android phone to connect, can listen to radio 2 though that's all no voice commands nothing. Any ideas guys ?

              Robert

• 0
  
  Spencer D. Chapin August 13, 2018 21:14

  I also have a Sena SRL in a Neotec 2. I am lucky that this is a future helmet for next year as I have 2 Schuberths that I currently use.

  My problem is with the SRL and the Freewire. I can hear very clearly but can't transmit. Sena says that they are coming out with upgraded software to fix these problems. They just do not know when.

  If any one has been involved with any product upgrading then you know how frustrating it can be. Many times you can fix the problem only to have it cause some other problem.

• 0
  
  Logan Wild August 15, 2018 17:21

  As a dealer, we have sold a lot of Neotec II's and SRL systems and so far have had only 1 headset that has gone bad with a Mic not working. There are no updates at this time and was reset and hard reset with no luck. SENA is very difficult to work with. 

• 0
  
  Alan Davies August 21, 2018 18:43

  latest from sena they want me to pay for headset to be sent from the US to me or wait till they ship one from US to Germany  .Think I will wait as I have already paid for two yes two headsets to be returned to Germany

  ALL I WANT IS A SERVICEABLE HEADSET THAT WORKS AS SHOWN IN THE PROMOTIONAL VIDEOS THEY HAVE ON YOU TUBE

• 0
  
  Sam Cordery August 21, 2018 18:54

  They are a joke Alan.  I had them trying to tell me that I'd bought my unit in the US and that I needed to pay to ship it back to the US and then pay for them to ship me a replacement.  I argued that I'd bought it in the UK, and therefore would not be 'returning' it to the US

  I've had two now, both useless - never achieved more than the FM radio with either

  A pile of shite product with worse customer service.  Doing all I can to discourage others from going anywhere near these cowboys

• -1
  
  Alan Davies August 23, 2018 16:14

  WELL THE THIRD YES THIRD headset arrived today 

  So before I fitted it to the helmet thought i would try it out 

  GUESS WHAT YES 

  IT DIDNT WORK 

  I TURNED IT ON AND GOT PREPAIRING HEADSET 

  SO I THOUGHT THATS A STEP IN THE RIGHT DIRECTION 

  Said hello sena to it responded say a command 

   I asked what can I say 

  SAY A COMMAND

  what can I say

  SAY A COMMAND

  what can i say 

  GOODBYE 

  so now I am trying very hard to not loose it all together and have e mailed and messingered SENA  and see what they come up with 

   

   

• 0
  
  Armand Zuntini September 06, 2018 12:37

  Got my SRL-01 in July 2018. Did the fw update to 1.05. The voice (mic) does not work. It keep asking for a vocal command. So, only GPS or smartphone (Android) bluetooth coupling seems to work. I can use radio FM or listening music from my smartphone, that's all I can do today with this device.Very frustrating. I'm thinking shipping it back under guarantee, but apparently, these problems have not been solved. So maybe, hopefully a newer firmware update  with bugs fixwill solve it ? Any good useful information expected from SENA concerning these problems ?

• 0
  
  Alan Davies September 06, 2018 13:16

  Armand I had somebody called Robert call me from france/germany he said he was german  anyway he said it was perhaps my english that the sena didnt understand and there was nothing they could do about it as it is a known problem told me the two headsets I have returned were found to have no faults 

  I think it is SENA voice recognition software  that is at fault as I can get the mike to work with goggle on a android phone