Ongoing Issues with 20s and NO response from Tech Support!
After much research, my husband and I purchased a dual pack of the new 20s headsets. We both work in IT, so we are at least basically tech-savvy. The first pair worked...for a while. Then, suddenly, we would lose connectivity over the intercom feature. There would be no warning, just one of us would ask a question to the other...and no response. We'd re-pair the headsets and this would fix the problem, but only briefly and then again we'd drop off. This was riding right next to each other and appeared to be worse in town versus on the highway. Finally, we returned that set of headsets after mine would no longer accept any commands or even turn off, just constantly beeping and saying "Group Intercom Failed." We could get no response from multiple attempts to contact Sena's tech support, so we returned them to the store we purchased them at and got a replacement pack.
So, now we have 2 new 20s headsets. We paired them with our phones and each other. Now we can either listen to music on them...or use the intercom feature, but not both at the same time or we experience a similar issue with the intercom pairing becoming unreliable. Again, attempts to contact Sena's tech support, who when you do reach them seem to have little to no training, are in vain. We're just about ready to return these for a refund and find something cheaper that at least has a reliable intercom feature. We've never been able to use the advanced features of these headsets, the ones we paid a lot of money to get.
I'm frustrated and extremely disappointed with the support from this company. Does anyone actually get help from their tech support?
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I'm also disappointed this this product. I'm going to back to my Scala Rider G9, that is really good.
You should try the new G9X.
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I also purchased a dual 20S set in June. Having used them for a four week tour of Europe we had a few issues with short battery life, no FM reception and not getting the blue 'charge completed' light even after an overnight charge. I also found that the usb cover will not now stay in place, leaving it exposed to the elements. I raised a ticket with support but after 7 days it is still awaiting allocation to a member of the support team. Prior to purchase I did my research and got the impression that SENA's support was highly rated.
I will wait and see if their support is as good as was reported.
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To get your music to work with the intercom, you need to make sure the audio multitasking is enabled. I found that the computer interface would tell me it was enabled, but when I went into the configuration menu on the headset itself, it wasn't enabled. I enabled it directly in the helmet and it started working just fine. Also remember that the volume settings are set in each mode, so it may be that you don't have your music volume set loud enough, so it may be working but you can't hear it when the intercom is active. The only other issue with music during intercom is that if you have any noise in the intercom, it won't let the music play. Once the intercom is quiet, then the music will come on. So if you have a mic out in the wind, the music may never play because of wind noise.
If you haven't installed the latest firmware - I would recommend doing that before fighting with it any further.
Hope that helps...
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I have several dual packs on the dealership shelves and they are all about to go back to the distributor!
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