20S does not lock onto its base
Has anyone had this issue? I find it quite incredible.
I got a dual set of 20S upgrading from a set of SMH10R. I was very happy with the SMH10 but the release mechanism was poorly designed and forced users to pull on the unit, exerting a leveraged force on the base which caused cracks to appear in the connection area. The base on my helmet finally broke and the other one, on my girlfriend's helmet is badly cracked too.
I was happy to see that the locking and release mechanism had been redesigned on the 20S but absolutely appalled to realise that none of the 2 units will lock into place onto any of the 2 bases! I slide them down as far as I can on the base, but they simply won't click into place! I can't believe I'm the only one to have this issue! What am I missing?
Reading all the articles on this forum, I'm beginning to think that I made a huge mistake in shelling out close to 500 euros to upgrade to the 20S, which seems to be plagued by problems. I think I will be better off sending them back and getting a set of spare mounting clamps for my trusted SMH10R.
The other thing that is annoying is the way they attach the cable to the speakers locally adds an extra 5mm to the diameter of the speaker which prevents the speakers to enter flat in the recessed area of my helmet and velcro onto the pad. I had to use the thick pads provided for helmets with "deep recesses" for the speaker to be able to velcro the speakers into place. I'm pretty sure that this will cause the speakers to press onto my ears and quickly make it unbearable...
I'm really disappointed...
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Thomashohl, thank you that's reassuring. Can I ask your opinion of the screws holding the silver cover onto the body? One of my previous units was separated out of the box and the other felt flimsy. Others have had the same issues in other threads. 0 -
Yeah mine did that too after about 30 minutes. New one seems fine. Doesn't feel loose at all. I have ridden about 400 miles on it so far and no problem. I'm pretty sure they fixed all the mechanical issues for sure. The latch is WAY better.
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Hello i am also having the same problem any advice or anything I can do to click In? 0 -
Well, there's not much you can do except applying a good amount of force and hoping it does not break... And then you will have to basically leave it in place for fear of breaking it the next time you try to put it on its base.
What you should do though, is contact Sena, letting them know that you can't install the unit on its base and ask for an exchange. The locking mechanism has apparently been redesigned, so if you exchange the unit you should get one with the new design.I think this is what I'll do myself. I managed to get one unit of my dual set installed on its base and the other one I have not tried yet. But even if I managed to set it up without breaking it, both units would have to stay on their bases, which is obviously not optimal, and unacceptable for a product of this price.
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You guys should be aware that the warranty on the units from Sena is 2 years. Return your old units to Sena and get the updated units. The latch is completely redesigned. It might take a few weeks to get the replacements. All I did was sent them an email asking for an RMA and they took it from there. It was actually pretty easy. The new units work awesome. Latch perfectly.
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Just bought them, they dont seat down tight enough even though they are locked... 1411 serials... hope they respond to my support request promptly and in time for riding season.
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Thank you for your time Chris. So I submitted an email I'm regards to the issue I am having and haven't heard anything yet.. I am very impantant just becuase spring is here in new England and I want to start riding.
Questions I have for everyone is what did you pay for a single 20s unit $USA
What is the quickest way to get an exchanged..
I bought mines on eBay so I want to return if sena won't help but seems everyone is getting help.
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Another thing that appears to have been fixed on the newer units is the battery. My old one would die in a day or two even if you turned it off. The new one works after sitting for a month or more later. These new units are MUCH better. Thanks Sena for doing the right thing.
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Same issue , headset unit not getting locked with the clamping unit .
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As Thomas stated above the re-designed units work really well, no dropouts no issues at all. Matter of fact I have a dual set and the communications is crystal clear to my wife's unit and good range too and excellent battery life. Make sure if you purchase a new unit your serial numbers are in the 1500 range or have the aluminum latch as seen in my pictures above in a previous post.
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On the new fixed version with the metal piece. Is the only change made to the clamp that goes on the helmet or has the actual bluetooth unit also been modified?
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I jut bought the dual from Revzilla and looks like I have the same issue, at least on one of the units. Trying the other one now.
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(actually, bought it from Amazon, not Revzilla - my bad).
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Stop clicking in after a week of use and only released it maybe 3 times
Just put in a ticket
Grumpy0 -
I am also having issues with the locking. If it does lock and I press any button or tap the unit for voice commands it pops off the base. Catch mechanism is not holding the unit together. By the way, it's brand new. Today was the first day I tried using it but with no success. Very disappointed in the unit for the price that was paid.
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Dwaynebranthoo, does yours have the new designed metal locking tab?
Has sena made a statement about this major design flaw?
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Just purchased the Dual 20S last week. Not having a good time. The unit does not seat properly when I lock it into place. If I touch it, literally touch it, one speaker stops working. If you touch it again, you might be able to get both speakers working again. It's usually only one speaker working thou. I put in a ticket couple days ago with Sena and still "Awaiting Assignment".
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Again, folks, loosen the screws that hold the base onto the helmet. When they are too tight there seem to be gaps in the contact points between the communicator and the base with the result that you get no sound from one or both speakers, or you hear a lot of static. I've had ths problem with both the Dual 20S and the SMH-10. Both times I was able to fix it by loosening the screws that hold the base onto the helmet until the communicator was able make good physical contact with the base at the electrical connection points. 0 -
Follow up:
I thought I would add a follow-up to my comment above. Sena issued an RMA for me but I would have had to pay the shipping costs to return the item so that they can replace my 1400 series serial number with the newer unit. I could not see paying the cost to ship back a product that Sena knows is defective. I contacted Cruiser Customizing and explained what was going on, they CC immediately created a RMA and supplied a Fed Ex prepaid label for my to ship the product back to them. With in days of sending I had a full refund of the product (less time than it took Sena to even acknowledge their own service ticket). I am now free to choose a product of my choice. It is very disappointing that Sena cannot support their customers, they have a great product with only a minor product design failure that they could have easily mitigated. So unfortunate.
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I have this same problem with the catch on my 20S and would appreciate some help re a replacement .I bought mine through Amazon in the Uk and they were the official seller not a private dealer.
I sent Sena my complaint and request for a replacement for my defective unit with the ticket system they have and got a replytoday. Now Amazon say they will only replce something up to ,i think 30 days from purchase so that means i'm stuck. Sena did say i could send it back to them in the USA but i would need to pay postage both ways.
The did say i should contact the seller who by way of their European dealership should deal with a replacement . Now the main contact for Sena is in France and i am in Scotland UK so not an easy answer. Someone told me that there is a way to contact Amazon and the return and replacement can be done.
Can anyone give me the way to do this?
Thanks In advace for any help
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i had the same problem with my 20S, bought mine on 26th Jan and broke by May,
i got same reply from Sena as i am also from the UK.
raised issue through Amazon website and requested amazon called me on from their website, called me in matter of seconds and they organised for a replacement and a free shipping label to post back defective product within 30 days.
Got my replacement week following week and do not intend to take it off its base now.
i would raise it with Amazon because it is still within warranty and they should do the same for you like they did with me. ITS A FAULTY PRODUCT!!!!
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IT IS COMPLETLY UNEXCEPTIABLE TO SEE THIS MANY PEOPLE WITH THE SAME PROBLEM !!!! SENA NEEDS TO RE-CALL THE "LATCHING PROBLEM" WITH THE 20S PERIOD!!! WHEN YOU DROP $500 BUCKS ON A PAIR OF THE MOST TECH. ADVANCED COMMUNICATIONS SYSTEMS ON THE MARKET AND THEY PUT THE CHEEZEST P.O.S. LATCH THEY COULD DESIGN ON IT.... WHAT GOOD IS ALL THAT TECHNOLOGY IF THE DAMN THING FALLS OFF ON THE HWY???????
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Well Jim don't worry .as you can see by my comment above i was another of those with the catch problemand thought i was the only one. I then found this forum and took the advice here got on to SENA
then to cut a long story was directed to france and the y did not quibble took my old one ,4 months old and sent me a new one with the metal catch.
Very happy
hope you get the same ,but i'm sure you will.
Good luck
Gurny
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Gurny, Do you have a photo of the new metal catch please, i would like to compare it to my replacement i had recently and want to know if mine will be likely to break again please.
Regards,
Delraj Singh
Youtube: DelMoto
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Delraj, look back on this forum to the 20thfeb 2015 and the poster Dderrig shows the two photos of old and new catch.
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just bought a dual set of 20s's and NEW units are definatly shipping with metal catches. I would agree with those that have mentioned that the metal catch is attaching to a plastic slot and that the problem will probably move to the slot. But I think some caution in use may be in order. I see people clipping these on their helmets after putting the helmet on. Attaching these things blind like that is just not a good idea. Take a moment to put the thing on the base BEFORE putting your brain bucket on. That way you can see whats going on and avoid a lot of headaches. I'm just sayin' 0 -
I forgot to add that the serial numbers for mine are in the 52XX range. 0 -
I also have this problem, virtually a new unit too. I have opened a ticket. Sena very slow at responding. This is very poor form for a supposedly reputable company.
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Justin, Be patient they will look after you .
I f your in the US of A then they will attend to you if your in Europe contact the FRench section of SENA, which i did and had a very quick response and a good result. Iam very happy with them.
Ian ...UK
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Same Issue as others with broken clamp. Gave up trying to get a replacement. Sena customer service is dismal. Will never purchase another Sena product. 1
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