David1964 wrote:

You should make a complaint direct to B&O customer services and let them know which shop you were in.... I would!

I agree completely. Only through letters expressing concern or discontent do they become aware of bad customer care.

I am generally easy-going and not over-sensitive, but I am becoming exceedingly adverse to bad customer service.

After a particularly poor B&O service experience I wrote a letter to the managing director expressing my bewilderment and concern. It was promptly followed up with a personal e-mail and subsequent conversations with the person in charge.

Most people don't believe it is worth the time and effort to write and there is always the risk of appearing like a cantankerous old man, but my take is that as a concerned customer you do the company great service by letting them know where there is room for improvement.

I had thought the days of the superior B&O salesperson were long gone - as they should be. It makes no difference who you are; if you go into a store then you should be treated with respect as if you were the most important person they had seen all day - because you might be! B&O would hate to think anyone would be treated this way and I am sure it is very rare these days - I hope the franchise owner reads Beoworld and maybe he can have a quiet word with his staff.

My dealer is always welcoming and friendly - even to me who rarely buys anything anymore! (though I might be in the market for a TV sometime soon! - see if they are reading this!)

Joe wrote:

Purchased BS/BM5 from the Scottsdale, AZ store, 3 months later bought BL9'S. A week after the 9's arrived (shipped direct from Struer) that store closed. Purchased the Avant 55" from the LaJolla, CA store, TV was shipped direct from Struer to me, 3 months later that store closed Purchased 12-3's from the Austin, TX store right before Christmas. Called them in February for help, they were closed! Visited the Beverly Hills, CA store to listen to the BS35, dealer demoed the Moment, BL90's (fantastic) and the BS35.

Joe, now that you've visited the Beverly Hills store, the countdown for that store's closure has begun! LOL (kidding) ... please don't visit any more US stores. 😎 he he he

David1964 wrote:

You should make a complaint direct to B&O customer services and let them know which shop you were in.... I would!

 

Hi David - yes, that's exactly what I did: I sat down in a café in Aarhus approximately 30 minutes afterwards and wrote an email to B&O Customer service about this, describing what happened in very similar words to the text in my initial post. Since I haven't heard anything from B&O from this request yet, I decided to write a post in this forum, hoping that this could contribute to a positive change going forward.

The "pretty woman" analogue is actually quite appropriate - more or less how I felt it when being rejected with the "They are not connected" story.  

Hi BeoET,

I just wanted to drop a note to apologise for the experience that you had. As a member of the B&O office team, I have contacted the BeoCare team and made them aware of your recent experience so you should get a response from head office shortly. I am glad that when you finally got to listen to the BeoLab 90s that you found them remarkable.

It's great to hear that you have visited many stores worldwide and never experienced similar behaviour. I'm sure the Aarhus store will learn from this.

Wishing you a great experience next time you visit our store and a wonderful weekend,

Simon

Hi SimonS,

I have reactivated this thread:

/forum/imported-unmapped/disappointed#post-2240890

because you also had a post there:

'I know this post is over a year old but this is a pretty cool idea, giving awesome loyal customers a 'toolbox' to become a B&O community Ambassador, with an open house policy and a customer sharing their passion too.  We should start a thread on this and see what the toolbox should be! I work in B&O and this could be something really interesting to put forward? Anyone else agree?'

Please notice my question there.

Maybe it is time to 'do something'?

MM