SENA - awesome customer service!

Discussion in 'Equipment' started by Lobster, May 21, 2013.

  1. Lobster

    Lobster Been here awhile

    Joined:
    Sep 9, 2010
    Oddometer:
    393
    Location:
    Memphis Metro Area
    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!:clap

    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.
    #1
  2. Solomookie

    Solomookie Amish Agnostic

    Joined:
    Apr 19, 2011
    Oddometer:
    12
    Location:
    York, PA
    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.
    #2
  3. Snarky

    Snarky Vodka Infused.

    Joined:
    Feb 24, 2011
    Oddometer:
    1,342
    Location:
    Old El Paso and Swamp Houston
    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.
    #3
  4. intotheblue

    intotheblue n00b

    Joined:
    Jun 10, 2011
    Oddometer:
    2
    Location:
    NJ
    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.
    #4
  5. sonic578

    sonic578 Been here awhile

    Joined:
    Mar 6, 2007
    Oddometer:
    756
    Location:
    SE Florida
    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?
    #5
  6. johnpgs

    johnpgs Adventurer

    Joined:
    Apr 19, 2009
    Oddometer:
    27
    Location:
    Northwest Chicago
    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.
    #6
  7. beemerryder

    beemerryder n00b

    Joined:
    May 5, 2012
    Oddometer:
    3
    Location:
    Manheim, PA
    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!!
    #7