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Old 05-21-2013, 10:55 AM   #1
Lobster OP
Gnarly Adventurer
 
Joined: Sep 2010
Location: Memphis Metro Area
Oddometer: 323
SENA - awesome customer service!

I have the SENA SMH10 system for my helmet. A friend of mine bought 2 and gave me one. I used it for about 2 seasons and decided to swap it into a new helmet. During the process I wasn't careful and pulled the mic wire out of one of the connections.

It looked like a simple fix for a skilled electronics tech. So I emailed SENA to ask where I could take it / send it to get the connector fixed. Long story short, I received a warranty return authorization to send the clamp unit back to SENA and they sent me an entire new Clamp Kit!

In my emails back and forth with SENA I was very open that I broke the thing and it was my fault and not a defect of the product. I even told them if there was charge to get the thing fixed I would happily pay. They asked me for a copy of the receipt, to which I told them I did not have and I was even truthful about how old the unit was.

These guys have my business for good.
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Old 05-21-2013, 01:06 PM   #2
Solomookie
Amish Agnostic
 
Joined: Apr 2011
Location: York, PA
Oddometer: 11
SENA customer service

I too have a Sena SMH10, and it has operated perfectly for over two years. I'm glad to hear that they have good customer service, should the need ever arise.
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Old 05-21-2013, 04:10 PM   #3
Snarky
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Joined: Feb 2011
Location: Old El Paso and Swamp Houston
Oddometer: 1,342
Yeah, I always direct business to Sena when possible. This SMH-10 is god of the headsets. I love it and I think the company is great. Just in the firmware updates alone they are awesome.
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Old 05-22-2013, 09:31 AM   #4
intotheblue
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Joined: Jun 2011
Location: NJ
Oddometer: 2
My wife and I have the headsets. We recently had to have them replaced. The Sena customer service was awesome. They replace the headsets quickly.
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Old 05-23-2013, 09:04 PM   #5
sonic578
Studly Adventurer
 
Joined: Mar 2007
Location: SE Florida
Oddometer: 726
4 of us all have smh10's and were riding 2 hrs in pretty hard rain. Mine was the only one that had problems... Dead the next day. Called sena, told them what happened, and they provided an RMA for return. I'm expecting a replacement. Good support!

Have ridden in rain before without a problem. Not sure what happened this time?
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Old 05-26-2013, 04:29 AM   #6
johnpgs
Adventurer
 
Joined: Apr 2009
Location: Northwest Chicago
Oddometer: 19
I had the early SMH10, and upgraded to the newer software updatable units. I went through some issues with the newer units, and they were very helpful in getting them resolved. They have my business.
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Old 05-26-2013, 07:39 AM   #7
beemerryder
n00b
 
Joined: May 2012
Location: Manheim, PA
Oddometer: 3
Thumb More Great Customer Service

I recently bought a Sena SMH10. After several usages the battery life was way down. Emailed Sena, they offered to replace it and sent a UPS label to return the old unit. I expressed concern that I would not have the replacement in time for a week long MC trip. They Priority Mailed the replacement in 3 days, before they even received the faulty unit. WOW!!
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