Poor Customer Service - NOT !!Waterpoof!!
Not sure if its got any better but when my Sena packed up I sent in via the retiler as it was in warranty. Sena sent f back saying it had "water -Damage" ! Really its wrn on you helmet. in all weathers. that what you do on bike. They would nt repair or reopolaced so I was told to buy a complete replacmet kit. Shockingly awful Customer Servcie ! Having bought a replacement It has now stopped working & wont charge. What am I suppose to do.... ?
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Commentaire officiel
Hello,
I’m truly sorry to hear that you’ve experienced difficulties with our device, especially while using it in wet conditions, as well as with our customer support. I understand how frustrating that must be, and I’d like to assist you in resolving the issue. Let me look up your ticket and check the current status for you.
As you may already know, our devices are not advertised as waterproof. While they comply with IP ratings for dust resistance and are water-resistant to some degree, extended exposure to rain can lead to complications. The main issue occurs when moisture builds up inside the device due to the temperature of the battery. Over time, this moisture can lead to rusted connectors and further damage.
In cases where the device has gotten wet, we generally recommend not using it for a period of time and placing it in a cool, dry environment to allow it to fully dry before resuming use.
I will review your ticket and see what can be done to assist you further. Thank you for your understanding, and I’ll get back to you as soon as possible.
Best regards,
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I’ve had a chance to look up your ticket, and it appears to be quite brief. However, our agent responded to your request based on the limited information provided. To assist you further, we kindly ask that you respond with a picture of your device's serial number and a copy of your purchase receipt. This will help us verify your warranty eligibility.
Please note that water damage is not covered under our warranty policy, which includes accidental water damage or submersion. You can find our full warranty policy here: https://www.sena.com/en-us/support/warranty/
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Gareth Parkin Sena sent f back saying it had "water -Damage" ! Really its wrn on you helmet. in all weathers. that what you do on bike. They would nt repair or reopolaced so I was told to buy a complete replacmet kit. Shockingly awful Customer Servcie ! Having bought a replacement It has now stopped working & wont charge.
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That’s definitely frustrating, especially since motorcycle gear is expected to withstand weather conditions. If the replacement is still within warranty, I recommend reaching out to Sena directly, rather than through the retailer, to escalate the issue. Document the issue with photos and receipts to strengthen your case. If the device isn’t under warranty, you could try resetting it or checking for firmware updates as a last resort. Otherwise, consumer protection laws might offer some recourse if the product hasn’t performed as advertised.
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That’s really frustrating! Unfortunately, Sena’s water-damage policy can be a sticking point, even though these devices are meant for all-weather use. If the new unit won’t charge, I’d recommend trying a different cable and power source first to rule out minor issues. If that doesn't help, reach out directly to Sena support rather than through the retailer—it might speed things up. Also, some riders have had better luck resolving issues via social media escalation, so it’s worth giving that a shot.
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