SENA SMH 10 are Terrible! It worked when new and then Sena hung me out to dry 11/2015
SENA SMH-10 DOESN'T HONOR WARRANTIES!!!<br><br>I used to like these when they were new. They saved me from tying all my needs together using wires. I no longer had to use push to talk with FRS radios tethered to my bike. They used to pair to all of my devices in a quick and easy way.<br><br>I bought these in the end of 9/13. They were "Supposed" to have a full 2 year warranty. Maybe it was the version 5 firmware, maybe its my 2 year old devices that are the problem but right around the 2 year warranty mark, they become IMPOSSIBLE to tether and, when they did tether, they were constantly dropping connections and refused to reconnect! C'mon! When all pairings are deleted, you factory reset using the button on the back, you reinstall the firmware 5 times.... SMH to SMH shouldn't be an issue! Especially when they are the only connected devices when you are trying to troubleshoot. They should connect to their own product. When they do connect to each other, they drop the connection repeatedly while out riding and then refuse to pair until you try about 25 times. This is very frustrating and a dangerous distraction while trying to ride. In my scenario, I tether my Garmin, a Bluetooth transmitter, (2) SMH 10 units, and a cell. I have run this exact scenario since day 1. Sena had no problem from my first day giving me tether support instructions and up until a couple of months ago, I had little issue. I suspected my Bluetooth transmitter that connects to my Zumo as a possible issue so I bought a replacement that was identical to the model I've successfully used since 2013. I figured that it was a cheap, easy part of troubleshooting so I ordered one in September. The problem was that once I waited for it to arrive, attempted more tethers and more rides and documented How they were failing and when... after more attempts to factory reset the units and firmware reinstall, I finally emailed Jimi Jones at Sena Tech Support. Unfortunately, Jimi had me repeat all of the same "fixes" that I had been through repeatedly at that point. My email to Sena/Jimi was on 11/1/15. As clearly noted (and understood by Jimi until I needed warranty help) was the fact that the issue popped up while I was still under warranty and the reason that I was beyond warranty was simply that I was trying to fix the issue (using their own advice of trying to use their b.s. web videos) and I had a waiting period since I was waiting for that Bluetooth transmitter since I was trying to give the Sena product the benefit of the doubt and assuming the problem wasn't the Sena units.<br>By the time 11/17/15 rolled around, Jimi asked for receipt copies to verify date of purchase and said he would immediately issue an RMA since the units obviously needed to be replaced (his words) and the repeated troubleshooting with his help had been taking place from 11/1-11/17 with no change. Remember, Jimi had already clearly noted and understood that my issues had been taking place since back in September.<br>Twenty minutes after my reply email with copies of my receipts, Jimi replied stating that there was no way he was going to honor my warranty as I was now well beyond my warranty and he wanted to do nothing but close my help ticket! This didn't sit well at all with me so I immediately replied to the email stating that 20 minutes ago, he was ready to help, had already acknowledged over the past 17 days of troubleshooting just how long I have been dealing with this-- and that backdates the event to happening while I was FULLY under my warranty. I explained that I didn't appreciate this way of dealing with me, and told him that I want a supervisor at Sena to call me immediately. The next morning (11/18/15) I received an email reply from Jimi stating that he had spoken to his supervisors and they were not willing to help me with this.<br>Again, not good enough! I called Sena in California and spoke to a man named Rick Grassadonia in the sales department. I explained my issue to him, how it played out, Jimi's admissions about the occurrence date, how Jimi wanted to do nothing except "close the help ticket," and where it stands. Rick initially couldn't believe what they were doing. He made statements like "this should absolutely be covered!" And, wanted to know who I dealt with, the case number, etc and promised to go and get answers and hopefully resolution asap. He called me back within minutes stating that Jimi told him I didn't provide the receipts. I informed him that I most certainly did, can forward the help emails to him, and that Jimi used the dates he read from my receipts to drop the ball on treating me properly on behalf of Sena. He promised to call me back again with an answer and sounded confident that he would be getting me helped.<br><br>Well, soon after, it was Jimi that called me back. He said to me that he spoke again to his supervisors and they weren't going to help me then also stated that he "got permission" from them to call me to provide phone assistance one last time. I asked what happened to Rick Grassadonia in sales calling me back?? Jimi informed me that Rick was "taken out of the loop" and that this was the last bit of support Sena is going to give to me.<br>Jimi was a complete, condescending a** to me, spoke over me, made me understand that he was "helping" me and if I want to even Mention my feelings on the issue, he wasn't going to stay on the phone. I was simply saying "Jimi, I am confused by all of this. When we began the support ticket, you acknowledged that I was having this issue at a point in time when my warranty was intact"<br>He told me (by talking over me) that I didn't need to remind him of my issues because he already knew them. He had a condescending tone when providing "support" and stated things like "OK. I need you to power up device 1. Do you think that you know how to do that? Or, do I need to tell you?" And, he said it with clear intentions of belittling my intelligence. I literally almost hung up on him- which I think he wanted- so I didn't give him that pleasure.<br>Once he began the most basic start of even having me get my 2 SMH 10 units to connect, and they did but then dropped connection, and once he tried to have me tether my phone to one of the units and it wouldn't work, he had an AH-HAH moment, stepped back, said "Oh. You mean that they not only wont connect but drop connection if they do?" I said... yes. I thought that after 17 days of tech assistance that you understood what my issues are with the equipment?! He then had a fake change of heart where he was going to reexplain the issue to his tech supervisors and couldn't make me any promises but... was going to see if they will swap my units. I believe that this was Fully just to end the call. He made sure to say that if I didn't hear from him, it means he didn't have luck.<br>When I got off of the phone with Jimi, I immediately emailed Rick in sales and told him what Jimi said about him being removed from the issue. I explained that this is a complete shame how I am being treated and I made sure that he knew I will NEVER buy their new helmet, comms units, or anything else as long as I live! My email to him was civil but I wanted to let them know that they acknowledged my issue started when I was under warranty and then refuse to help me because the issue dragged its feet past the point of my warranty being in place.<br><br>I will never buy a Sena product again! I have always kept them clean, stored them in protective cases, never dropped them....<br><br>This should have been a simply warranty swap. I warn all potential buyers of Sena products to reconsider!!!<br><br>SENA SMH-10 BUYER BEWARE!!!!