So it seems that B&O in the UK have transferred their service work to a third party as of February 2016 and transferred staff there. Presumably another cost saving measure as no premises, no overheads and no inconvenient stock of spare parts for B&O to maintain.

Shame about the (ex) customers.

Yes, it is true that the Service Centre in Gloucester has now closed down. Most of the engineers have moved to the new service provider, and the service level should be good. I have worked within the brand for over 30 years, and for most of that period have used our own service department. However, on the occasions we have sent product to the Gloucester service base - usually TVs, have never had any issues with the quality of the workmanship. Sometimes repair turn around has been a little slow, but most repairs have been completed and returned in less than two weeks.

I spent best part of 20 years as service manager, then service director for a group of B&O stores before taking on store ownership, and generally, even today, if I place a spares order before 11am, it will arrive the next day, or at the latest within two days - which is pretty good as all parts come from Denmark, and if it's just a 10 pence resistor, then 10p I will pay - no carriage or shipping....

It sounds as though you have had a poor experience, and I am sorry to hear that.

Personally, excellent service is the cornerstone of our business here in Sheffield, something we take very seriously!

'Steps down from the pulpit once again' - sorry....

Thanks SHEFFIELD.  I have absolutely no problem with the dealer here (and have had very pleasant encounters with several other dealer in the past. I do feel that the direction of travel for B&O must be somewhat challenging for dealer at times. In the past B&O managed to be both innovative and extremely high quality. I'm not sure they have the same mastery of digital technology  - my impression is that they are often very slow to market and that quality issues are much more prevalent now than of old.

It does seem as though I may have ended up with the short straw just as B&O outsourced the service centre - I still remain unimpressed by the ongoing experience and lack of ownership or concern from B&O themselves (in contrast to the dealer).

kallasr wrote:

Mark wrote:

My Beovision 10-32 ...

 

They should have offered at least a temp replacement TV for the time yours is in for service.

 

Well looking at the B&O website (ironically after they sent the post service survey before sending the Beovision) it seems that this is not the case.

Unless you pay for the Premium Convenience Service option of Essential Services (no pricing given).  Only then will you receive 'priority service including loan products during repairs'.  Tis is specifically excluded form other options and presumably for everyone not subscrbing to Essential  Services as well.

If you do pay for this you can be sure that B&O 'simply care'

Apparently spending thousands of pounds on a product is no longer enough.

Leaving aside my personal rant this does seem to me to be a further sad development for a company that had such high standards of product quality customer care

I had my Beolab 5 repaired in Gloucester, service was brilliant repaired in 48 hours and perfect.

My beosound 5 has packed up now and has been sent to the new place in Swindon, and the service has been awful. Was told the main board had failed, that was replaced and it still wasn't working so a new HDD was required. I was told at first I'd have to pay for both, they have now agreed I only have to pay for the HDD.

I was told it would be a few more days whist they ordered the drive, that was 10 days ago. I was promised an update but have heard nothing. Nearly a month since I took it in now.

Not a step forward in my opinion.

991fan wrote:

I had my Beolab 5 repaired in Gloucester, service was brilliant repaired in 48 hours and perfect.

My beosound 5 has packed up now and has been sent to the new place in Swindon, and the service has been awful. Was told the main board had failed, that was replaced and it still wasn't working so a new HDD was required. I was told at first I'd have to pay for both, they have now agreed I only have to pay for the HDD.

I was told it would be a few more days whist they ordered the drive, that was 10 days ago. I was promised an update but have heard nothing. Nearly a month since I took it in now.

Not a step forward in my opinion.

 

It sounds as though your experience has been worse than mine - commiserations. It is concerning that the new repair facility seems to attempt denial as the first response when things do not go well.  After some initial difficulty in discussion with the dealership I have been told that the manager at Swindon drove up to collect the Beovision on Saturday with promises that it would be returned 'within a week'.  B&O themselves have failed to respond to any communications from me.

I feel really sorry for everyone, years ago my first purchase was a BG1500 - it worked for a few years and then needed a part replacing, service was good though but that in the 80's and it went to Gloucester. Then when I was 21 I got a BV7700 brand new, but that had to be exchanged 3 times, each time because there was a scratch on the screen, the other new products I bought were a complete Beosystem 5000, all good, BS90000, BL8000 and BL1's at various points - no problems, 10 years ago a BS3000 - laser failed after 4 years. So not sure, seems quality can vary but then all products have problems at some points, it's the service that is critical when things go wrong if you are serious about retaining customers, especially when you have paid massive amounts of money for a premium product.

It sounds like B&O need to look at who is doing the servicing and repairs and maybe take a lesson from people like Lee and the other major resellers / repairers who offer excellent after and pre-sales service. Maybe a business opportunity for them to handle warranties etc?

So had a call today. My beosound needs another part! Another £350 and another few days. Been over a month now.

Not vey happy at all.

Apparently my Beovision may get back to the dealer tomorrow - 7 weeks after it went there.  B&O themselves have shown no interest.  I learnt today that in a further enhancement B&O in the UK will no longer accept any Beoplay returns via the dealerships - customers now have to arrange a courier pick-up to get a replacement for faulty items.

A final update. The Beovision raaived back at the dealer yesterday fully functional and in excellent condition.  It is now back at home and all is good.

I have had very little feedback from B&O themselves apart from a very formulaic expression of regret. My dealer however has been excellent and felt strongly that B&O should be offering something more tangible in the way of an apology. We agreed that if offered I would be happy to receive a pair of H3 ANCs but I was very clear that I did not feel it appropriate to accept this from the dealer.  B&O have now snt me an e-mail with a further aplogy and offering me a pair of H3 ANCs to be collected from my dealer.

I have been left with quite mixed feelings. I have been very happpy indeed with my dealer throughout (and have made this clear to him and others). He has worked very hard to try and sort out problems that were not of his making and I suspect that B&O's sudden interest is completely down to some clear commnication from him to them.  Whilst grateful for the gift from B&O I am concerned about the service failures that I have experienced. I have been prompted to look critically at a number of aspects of their customer service and recent changes and I am not sure that they are sending the right message to customers (current or prospective) of such expensive equipment.  

Thank-you to the patient readers of tis forum and especially to those who have offered advice or sympathy.