Sena Reviews 182

Sena customer service is a JOKE! Sena headset warranty IS A JOKE!!! Hassle free returns is a bold face lie!!! Fast shipping is a LIE. For the amount of money they rip everyone off one each unit sold, you would think they would have a good business model. NOPE! I can’t believe this south Korean business is still in business. Of your item breaks due to it crap parts, CUSTOMER SERVICE SUCKS!! Be aware!!!

I used the helmet about 30 times over slightly more than the warranty period which is only 2 years. They said sorry we won't help you. The battery will not take a charge after only 30 charges. They are unwilling to help in any way. Stay far away from this product.

I’m posting this for awareness, not to vent.

I purchased a Sena Phantom helmet that developed a confirmed hardware defect within the first two weeks (non-functional controls). I followed Sena’s warranty process exactly and provided all requested documentation promptly.

Sena approved a warranty replacement over 30 days ago. Since then, the experience has been heavy on process and light on execution. While a replacement order has now been created, the helmet has still not shipped, no tracking has been provided, and requests for a clear shipping timeline and expedited handling have gone unanswered.

For clarity: the authorized dealer has been responsive and professional throughout. The delay is entirely on Sena’s fulfillment and communication after approval.

Buyers should be aware that warranty approval does not currently appear to translate into timely delivery.

There really is no repair for these. Service only had me reload the firmware which I had already done On mine mesh intercom stopped working on my 30 K and they told me there was no repair.It lasted barely 4 years and service was no help at all. All they wanted was to sell me another one. My club uses them, but we do have constant problems. Besides the product being poor it was very disappointing to see that Sena service was so bad and their answer was your unit is junk and that’s too bad.

They are awful, zero customer support. Bought 2 sena earmuffs cradles (sc-a0333) never worked and been going back and forth with sena support for over a month. They literally don’t care about customer service

Tracy at Sena in Burswood WA went above and beyond to help us with pairing issues on our three head sets. We arrived at the office and Tracy helped us immediately and with zero fuss. She also updated all three of our motor bike comms systems and ensured we all had our systems working properly. What an absolute treasure to this company. Bless you Tracy and keep up the excellent work that you do. Thank You !

sena 50c . Expensive garbage, do not buy. after the update it stopped recording. After resetting to factory settings it records again but only video.
After trying to update it says that the sd card is faulty. Tried on three cards and it always stops at 6% and says the same error. Probably their other products are garbage like this.

I bought a U10 specifically for my new Arai helmet which combined was over £700, foolishly thinking I was getting quality.
The unit comes with a handlebar controller but I have never been able to connect the intercom to it. I contacted Customer service for Tech support and as others have said they are useless. Sent me video links for the wrong unit even though I sent them a photograph of the unit instructions.
very rude in insisting they were right, which can only mean they can't write.
I also could not pair to a sat nav unit, so overall, I would have been better with a standard Cardo.

Ordered directly from Sena Technologies, Unit would not power up. Talked to customer service and they instructed me to open an online return.
six days days and seven emails later this is where I am at...
Agent #10, Aug 4, 2025, 11:15 AM PDT:
Hi,

Your RMA request is currently in queue to be processed. Due to the high volume we are experiencing, it may take longer than usual.

Thank you for your patience.

Have a nice day!

Kind Regards,

Thank you and Best regards,
Clint
Sena Tech Support Dept.
www. sena.com

Brand new R1 helmet ordered from SENA does not work out of the box. Absolutely ZERO response from 'customer service' except for bot emails to fill out forms for information they already have. I rate them ZERO as well. They must be going out of business as they don't care whatsoever about their customers.

This is my first time buying from Sena, but our company's second. We had previously bought four Tufftalk headsets, but two of them went bad. My brother was having a hard time getting them to work all four years we have had them, but I repurchased the Sena Tufftalks because I wanted to save money and keep the brand we were already using. The instructions are terrible, it is extremely difficult to figure out how to use, there are barely any videos online to help and the headsets only work half the time unless you know them well. With that said, I have given Sena a 4 (which is generous) because of their customer service. When I called, I couldn't understand anything the automotive voice was saying, yet I got a real person who sent me to Austin Gibbs email. He was extremely fast in responding, always nice, and ended up helping me through the process. When I was frustrated in the lack of working answers, Austin called me and walked me through the next steps. He sent me videos that helped me understand what I was doing, and offered different solutions to my problems. If the customer service was not as great as it is, I would have returned the headsets immediately. Be cautious and patient when buying the Tufftalk headsets. They are great to have once you figure them out, but fairly confusing to learn. Now that I understand them thoroughly, I am confident that we will have little to no problems in the future with connection. I recommend Sena produces more videos about simple things because I needed a version that dumbed it down and explained it well for me. Thank you Austin, you were great.

If I could give no stars I would. I have 2 Sena Smart Helmets an R1 EVO and R2 EVO. Both at this point are fine. I ordered a U1 E-Bike Helmet it was not sized correctly or not produced correctly and did not fit right. I started a nightmare to return the helmet. Got customer service on the first call but was unable to understand, both with speech and directions from the rep. So called back and got another rep which started daily email request for pictures of the helmet, the shipping box , the box the helmet came in, 2 different emails for the S/N and a written discription. This took about 2 weeks. After an email asking for an update I received an email indicating my return had been approved and was in the que and be patient,????? That was a month ago, still no response and an additional email has gone unanswered.
The product is fine R1 and R2 but their customer service SUCKS. Do not buy from this company because if you have a problem it will not get resolved.

Bought the R2 Evo for myself and husband at a local bike store. My husband's helmet works just fine. Mine had issues almost from the beginning. During rides it will shutdown on its own. A factory reset, as suggested by customer support, did not help. I did a software update as well. When that did nothing to fix the issue, I was asked to return the helmet at my own cost to get a replacement. I did that and after 10 days received the replacement. The replacement helmet on the first outing shutdown twice, i.e. has the exact same problem. In comparison, my husband's helmet (same model, different color and size) has not shutdown ever. In addition, the helmet must have been paired with another device at the factory for testing because it will announce "pairing complete" every single time. It did that straight out o the box. Another annoying aspect. So, now customer service says that I need to send this helmet back as well at my own expense in order to get a replacement of the replacement. Any other suggestions are denied because "their RMA policy does not allow for that". The company is inflexible and not really listening to my concerns. Who knows how many helmets I need to replace before getting one that's NOT defective? The company takes absolutely no responsibility for their products whatsoever. Obviously, I've gotten lemons all along and "service" is a grand word for sending me instructions on a return that are cumbersome and costly for me.

App just does not work , hours spent on firm ware updates , resets , app delete, reinstall, absolute shocking equipment, buy another make , save yourself a lot of trouble if you want to intercom between helmets

They are excellent when they work..However, Firmware updates are more difficult then climbing everest with a toothpick. And Tech support is the worst. An hour later and nothing.....so I am only getting half what I paid for...

***DO NOT PURCHASE SENA PRODUCTS***

My recent experience with Sena's customer service has been disappointing and unacceptable. The service I received demonstrated a systemic failure in several critical areas:

Communication Breakdown: My attempts to contact support regarding missing parts in my SEna 60S Duo kit were met with significant delays and unhelpful, often scripted, responses. This lack of timely and substantive communication exacerbated the problem.

Inability to Resolve Issues: Despite clearly articulating my concern, Sena representatives failed to provide any meaningful resolution. For over a month, I have been told "We'll email the RMA Team / appropriate people..." and ultimately left my issue unresolved. This reflects a concerning lack of problem-solving capability within their support team. Sena representatives gave the excuse: "There has been a restructuring of the RMA team," which, quite frankly, is not a customer problem. Again, a week or two, I could understand. 30+ days with no communication from Sena? Unacceptable. 

Incompetent Customer Support: I spoke with three demonstrably unhelpful customer service people, all clearly lacking the necessary expertise or ability to address my query. This suggests inadequate training and a tolerance for substandard, ineffectual support from Sena.

Failure to Honor their Word: Three representatives, three broken promises, and thirty days without being able to use over half of the product I purchased. A week or two, fine. Three on the outside. Four without any sort of response? Unexcusable.

In summary, my interaction with Sena's customer service is characterized by delays, ineffective communication, an inability to resolve issues, unhelpful technical support, and a failure to honor their word. This is not merely a complaint about inconvenience; it highlights a fundamental failure in Sena's customer service infrastructure and a disregard for customer satisfaction.

I demand a substantive response outlining how these systemic issues will be addressed.

Sincerely (and with significant dissatisfaction),

Mr. Sean Grimm

BOUGHT A SENA 5S-10 AND THEY HAVE NO VOLUME TO THEM SO I UPGRADED TO THE SD SPEAKERS AND DONE THEIR SOFTWARE UPGRADE AND STILL DIDN'T WORK. WASTE OF MONEY. CUSTOMER SERVICE WAS NO HELP DON'T BUY THEIR PRODUCTS JUNK! And best of all I work for a power sports dealer and won’t sell anymore of their junk!

Bought a SRL2 and after 3 years it won’t work. Sena support told me it’s a battery issue after I stated the problem. Sena said the battery only lasts 2-3 years and they don’t do replacements.
So avoid if you want something that lasts more than 2-3 years. Would not of bought the product if I knew this before.

I purchased 2 C1 cycling helmets. They arrived super fast in just 2 days which was a great start. The instructions were a challenge to follow so I called Tracey in Perth and the support was outstanding. Tracey patiently talked through the pairing process and we had it all up and running in just a few minutes. I couldn't speak highly enough of the service we have received. Thanks Tracey!

WARNING WARNING WARNING

DO NOT BUY FROM SENA

The only reason I’m leaving a one star review is…. There isn’t an option for zero.

We ordered two S1 helmets

After measuring my wife’s head, with the instructions on their website, she was in between sizes. We went with the medium instead of large. Ends up, she needs the large.
3/17/25 I called and asked to exchange sizes. The agent opened a service ticket.

3/18/25 I tried to email them with my ticket # for an update, and received a message that my agent was “on a test day”.

3/21/25 Still no response. I emailed asking about it.

3/23/25, they responded asking me to send the helmet back to them, and that I “would be shouldering the shipping fee”

I responded, asking why it had taken so long to get a response (a week later after starting this)

3/24/25. They responded with a sorry they had been too busy. They said they would mow go ahead and proceed with the size exchange request.

3/24/25. Another email from them letting me know my RMA was being processed, but it may take longer than usual.

4/1/25 no culmination since last on the 24th. I sent email asking for status update.

4/4/25. I received email back from them saying: Due to a policy change, we are no longer offering size exchanges. Instead, we will offer a refund and you can re-purchase the product in the correct size.

4/4/25. I replied that this is the most ridiculous customer service experience I’ve ever had. I asked them to send me what I need to do, and I’ll do it.

4/4/25. They replied: “ will go ahead and escalate the concern to our higher department. Once I have an update from our higher department I will update you accordingly.”

I still don’t have my issue resolved. I sadly didn’t look at reviews of this company before I bought.

DO NOT BUY FROM SENA.

DO NOT BUY FROM SENA