I never replaced a CD mechanism in a BeoSound 9000, but 5 hours seem a bit long to me also! Have they rebuild the complete BeoSound?

Regarding damages, this can happen during repair and/or transport. But if it happens during repair, the service center is responsible for this and they should fix it! 

It sounds like there's more to this story. The US & Canada share an RSO so policies are the same across the board.

First of all, BeoLab 5s qualify for in-home service. If it's a warranty issue the company covers all transport to the site, parts, and labor. So no. If you're in Montreal as your ID says you are you do not, in fact, have to bring the speaker to the service center. Nor would you have had to bring BeoLab 1s, which also qualify for in-home service. 

As for the BeoSound 9000, 5 hours may be a bit on the high side, but not by much and we're talking a matter of a few hundred dollars. You can almost always deal on the level with your local shop and/or service center. We're not such a large corporation that you'll have a 17 year old in a t-shirt shrugging their shoulders and saying "well that's our policy."

While I know that poor service exists out there, and in greater scope than it should be, there are stories that sound like some of the details are probably being withheld. 

TripEnglish wrote:

First of all, BeoLab 5s qualify for in-home service.

The dealer will perform an update to see if the problem arise again. In case it is a problem with the digtal, the speaker should be transported to the service center.

As for the Beolab 1, I had to sent it to the dealer and the dealer sent it to the service center.

thanks

If there is a problem with the digital circuitry in BeoLab 5, the dealer can order a service suitcase with all modules inside and repair the BeoLab 5 at home. 

TripEnglish wrote:

As for the BeoSound 9000, 5 hours may be a bit on the high side, but not by much and we're talking a matter of a few hundred dollars. You can almost always deal on the level with your local shop and/or service center. We're not such a large corporation that you'll have a 17 year old in a t-shirt shrugging their shoulders and saying "well that's our policy."

5 hours is a rip off. It is a 2 hour job, maximum! I have done several.

I live three hours from the nearest B and O service. Technician has made the trip for both warranty and non warranty repairs on TVs and done the entire repair in my home. As mentioned above all it takes is a service suitcase.

joeyboygolf wrote:

TripEnglish wrote:

As for the BeoSound 9000, 5 hours may be a bit on the high side, but not by much and we're talking a matter of a few hundred dollars. You can almost always deal on the level with your local shop and/or service center. We're not such a large corporation that you'll have a 17 year old in a t-shirt shrugging their shoulders and saying "well that's our policy."

5 hours is a rip off. It is a 2 hour job, maximum! I have done several.

The point I was making is that there is very likely more to the story than is being divulged. The facts don't add up in any of the details. No new service centers are springing up in NA so we can be pretty sure that that technician has some experience. If the technician is billing 5 hours, I'm guessing whatever happened took about 5 hours.

Since he (the string of random numbers that started the thread) says that there's no in-home service when there very clearly is, I'm going to assume that we're not being told the whole story of what's happening here. 

TripEnglish wrote:

Since he (the string of random numbers that started the thread) says that there's no in-home service when there very clearly is, I'm going to assume that we're not being told the whole story of what's happening here. 

Trip, please do not make any statement if you do not know what kind of service is giving in Montreal area. Maybe there is a In home service in US, but in Montreal this service is not offered.  And also, what kind of story do you want to hear? I mean I should fabricate a story just to make you happy or what?

11048437 wrote:

TripEnglish wrote:

Since he (the string of random numbers that started the thread) says that there's no in-home service when there very clearly is, I'm going to assume that we're not being told the whole story of what's happening here. 

Trip, please do not make any statement if you do not know what kind of service is giving in Montreal area. Maybe there is a In home service in US, but in Montreal this service is not offered.  And also, what kind of story do you want to hear? I mean I should fabricate a story just to make you happy or what?

 

I do not believe Trip states that he wants to have a story made up 😕. However, as many replies on this site shows, it is common dealers are visiting your home when problems arise. Especially if you talk about the more expensive parts of the B&O setup like the BL5's. Probably you can highlight a bit more why our dealer wants you to bring the things in etc. 

[As I live in Europe, dealers are well within reach. My dealer for example has 15 min travel time, so your experience can differ I assume :-)]