N-Hance Revolutionary Wood Renewal

Sena used to be a great company with super customer service, but something has changed in the last few years They're selling products that don't live up to their advertising claims, and then "we're working on it" is all they have to say about not meeting those claims I used to tout their products as the best, but no more Not with lousy hardware and very poor customer service

Initial Business Response / [redacted] (1000, 10, 2016/11/04) */ This is the 1st I am hearing of this at allI followed your link, and can find nothing that anyone with the Revdex.com has even attempted to contact me before now in my emails or voice mails I am not legally obligated to the Revdex.com I have attached a copy of my standard contract I use, and have used for almost years, the portions pertinent to this complaint I have the original written work order initialed several times, and signed by the customer The customer acknowledged our processes limitations, initialed the agreement, and signed the work order with it's limitation, and agreed to the workShe also signed at end that the work was done satisfactorily, within our process, and made final, DISCOUNTED payment at that time when we knew she wasn't happy with the overall result of or processWe returned a total of times, and went above and beyond our process at no additional charge, per her request to spot sand the areas she wasn't happy with, and to attempt to disguise the pre existing discoloration of the floor The customer was not pressured into the sale, and had a full carbon copy of the page agreement before signing the actual work order for several daysThey were fully informed of our process and it's limitations in writing prior to any agreement being made, or money changing hands I am responding as a best practice so the Revdex.com doesn't think that NHance of Fort Wayne is trying to hide anything, but will take on no further obligation with the Revdex.com in any form, at this time [redacted] President Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of whether or not a contract exists, a company should make it a best practice to resolve the issues even if that means they must refund the amount paid so the customer can hire another company to complete the workThe owner of this company continues to reference and bind my actions by the contract; however, their contract also states that they do NOT sand floorsYet, they still spot sanded my floors and they never should have done thisThe owner, [redacted] ***, can deny or deflect blame; however, at the end of the day the pictures do not lie about the kind of work that was performed

I bought the 20S-01D (Dual, factory-paired headsets) through a seller on Amazon After or uses, my headset flaked out and started saying all the verbal commands it had available in my ear while riding my motorcycle It startled me and could have been a bad accident I could not get the unit to turn off at all, so I had to reach up and release it from the clamp while I was riding (I was in heavy traffic and could not pull-over) Since that day, the unit no longer works It will power on, and it gives the "hello" greeting, but that is it I contacted tech support, and explained to them the situation, and all the things I had tried to fix it (Fault Reset - paper clip in little hole in back), Restored factory firmware, upgraded to newest firmware, factory reset, etc NOTHING WORKED But of course Tech Support made me do all those things over again And since this was through email, it took hours between each communication(why hours Sena??) They advised me that I needed to contact the company I bought it from for a refund So I tracked them down and started that process In the mean time, I get a new email from SENA support each day providing other suggestions I have told them times now to please close the ticket(s) because I have sent the unit back to the seller for a full refund, but I literally think their tech support does not understand English I think it may be outsourced to another country They continue to email me (once a day) with the next step toward solving this problem It's been going on for weeks now It should have been solved with one or two communication exchanges
I initially reached out to them to resolve the matter, and they said I would get better service if I reached out to the seller I bought fromThe seller said I would probably have to get Sena to resolve it since it is a warranty issue, so I opened a ticket with Sena again After that, the seller contacted me and was able to offer a full refund (had to get it approved I guess), so I sent the units off to them I told Sena times that I sent the units back to the original Amazon seller, but Sena keep emailing me with next steps (each one incrementally, slowly working toward a warranty replacement)
I'm very frustrated with their support You don't spend $on something like this and expect A) for it to fail so early in its lifespan, and B) to have such horrible customer service, where they either don't comprehend English well, or chose to not fully read your communication to themC) To take so long to resolve an issue
So now I'm left with no headsets for my wife and I to use, and the riding season is winding down I really liked the Sena product features, but I don't think I can trust their products or their support of those products They did eventually arrive at wanting to send me RMA info to return the devices (After a week and a half) but this was after me already telling them they could close any open support tickets because I've sent to the seller for my refund
It's exhausting and has wasted a significant portion of my time for the last weeks

they are not hounoring their warranty
I purchased a headset directly from Sena in August of last year The speakers that come with the system are very poor and they have blown I filed a warranty claim well over one month ago and have been dealing with customer service They return my email days later and every time they're asking for more information about the headset I have sent in all the required information and they continue to ask more questions I've sent in my proof of purchase, serial number (picture included) and all of my personal information They have stopped replying to me and they aren't letting me know if I'm getting a replacement set of speakers sent The speakers have a retail value of around $so it isn't about the money, they have a product that they back up with a new two year warranty and they aren't standing behind their product

I have owned SMHunits over the years, and when one died this year, I chose to replace it with a 20S because it was the "latest and greatest" from SenaBut I have had serious problems with it, and it turns out that some of them are hardware-related and are known to affect every single 20S
* painfully loud beep when changing the FM radio station
* painfully loud beep when reaching max volume
* poor range to my wife's SMH
* very quiet when using intercom with my wife's SMH(even at
max volume)
* stuttering audio from phone, e.gGPS directions and
notification sounds
* insecure mount that does not click when you attach it, like the
SMHdoes
* auto-volume system that doesn't do anything even at maximum
sensitivity
I recently found a Facebook group called "Sena 20S Community" where a guy named *** has been in contact with Sena in order to clear up this common thread of problems with the 20S and how it does not live up to Sena's marketing*** said that when he called, he spoke to *** in upper management, who got *** a full refundThe Facebook group already has gotten members in just one month and is still growing!
I have been in contact with Sena and they have not ben cooperative so far
I am really let down by this 20S - it was supposed to be a fantastic modern device, better than the SMH10, but really it is not very good at all, and risks my hearing with the loud beeps

Sena used to be a great company with super customer service, but something has changed in the last few years They're selling products that don't live up to their advertising claims, and then "we're working on it" is all they have to say about not meeting those claims
I used to tout their products as the best, but no more Not with lousy hardware and very poor customer service

I had units with bad batteries and sent them back for repair I only got one back in return I called and they said they have only the record of the one unit Some how there was a miscommunication and they thought I was only sending one and they lost the other After a few phone call's and speaking with Amy, an RMA specialist, we got it resolved and they sent me another unit so I would have a full set again I was in panic mode the whole time thinking I was out bucks but yay Amy for fixing it!!

products are spendy and should last more than years When customer service was reached, they stated that bluetooth products can go defective after years and that they could not replace it as it was out of warranty The product itself in my opinion is NOT defective but rather the software that they have to update these devices Was working fine.and then when prompted to update, THEN it stopped fully functioning Its really disappointing as I liked these products but this does not seem like a best practice to fairly treat customers They had a repeat client up until this event Products that are 'known' to be defective after a couple of years should be disclosed to have only a year life span Even cell phones last longer than this device and they are about the same cost

Initial Business Response /* (1000, 10, 2016/11/04) */
This is the 1st I am hearing of this at all. I followed your link, and can find nothing that anyone with the Revdex.com has even attempted to contact me before now in my emails or voice mails.
I am not legally obligated to the Revdex.com.
I have...

attached a copy of my standard contract I use, and have used for almost 4 years, the portions pertinent to this complaint.
I have the original written work order initialed several times, and signed by the customer.
The customer acknowledged our processes limitations, initialed the agreement, and signed the work order with it's limitation, and agreed to the work. She also signed at end that the work was done satisfactorily, within our process, and made final, DISCOUNTED payment at that time when we knew she wasn't happy with the overall result of or process. We returned a total of 3 times, and went above and beyond our process at no additional charge, per her request to spot sand the areas she wasn't happy with, and to attempt to disguise the pre existing discoloration of the floor.
The customer was not pressured into the sale, and had a full carbon copy of the 1 page agreement before signing the actual work order for several days. They were fully informed of our process and it's limitations in writing prior to any agreement being made, or money changing hands.
I am responding as a best practice so the Revdex.com doesn't think that NHance of Fort Wayne is trying to hide anything, but will take on no further obligation with the Revdex.com in any form, at this time.
[redacted]
President
Initial Consumer Rebuttal /* (3000, 12, 2016/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of whether or not a contract exists, a company should make it a best practice to resolve the issues even if that means they must refund the amount paid so the customer can hire another company to complete the work. The owner of this company continues to reference and bind my actions by the contract; however, their contract also states that they do NOT sand floors. Yet, they still spot sanded my floors and they never should have done this. The owner, [redacted], can deny or deflect blame; however, at the end of the day the pictures do not lie about the kind of work that was performed.