Maybe it's a mistake, maybe it's the economic down-turn, over-demand or just plain customer over-look (hope not), but I think B&O should sharpen up with their conduct.
This is coming from a very loyal customer; a rare public opinion.
Something is off in this picture:
There was a premiere of BeoVision 10 in Finland in the beginning of November. A VIP event, with people from B&O Denmark presenting the wonderful new product. In my view, regardless of the lack of integrated sources, BV10 is the replacement for Avant.
I made my order at the premiere, for the TV the like of which I've been waiting for a few years. Delivery time was of course a question and an issue, and this is where my dealer consulted the regional manager from B&O Denmark who was present. Week 49 or 50 (this week) was quoted for delivery for orders made at that time.
Week 49 came, and there was no word on the BV10. No date, no confirmation, nothing. It took a lot of effort from my dealer to finally get the information, and yesterday B&O informed that the original schedule is not valid. The quota (?) has been sold out, and I can expect my BeoVision 10 in the mid of January.
Okay...
My gripe:
1) I made the order at the earliest possible occasion.
2) I was quoted week 49/50 for delivery for orders made at that time by the regional B&O manager (I mean to point no fingers here about the outcome).
3) I made the down-payment well before-hand, at the time of order.
4) I waited, and consequently re-decorated our living-room to accommodate the BV10, in keeping with the quoted schedule (the re-decoration was no small task).
5) After several inquires, I was told by my dealer that my BV10 will not arrive until mid-January, and that there was nothing B&O (the factory) could do to speed up the delivery, since the "quota" for this country is sold out.
Okay, it's just a television. But it's a television from a premium brand, and an early order made based on the quoted delivery schedule. A 5-week lead-time suddenly turned into a 10-week lead-time. No excuses, no explanation. Given the time of year (Christmas) and the anticipation, the disappointment is... well... somewhat amplified.
I wonder what compensation would be reasonable from B&O?
I assume none: this is just the way it goes. Yet -- to the extent that I disagree -- would I be in line to ask B&O, in the form of feedback, at least this much:
B&O should not give their customers a schedule for a delivery, accept the customer's money, keep a customer in the dark, and eventually inform that "sorry, we can't deliver in the time we said" in any event.
B&O should, in this day and age, do what they can to keep the customer happy -- perhaps work overtime and produce their goods on schedule.
B&O should never tell a customer that "order now, and you'll have it by then" if that is something they cannot deliver.
My point of view is that the launch of the product was misleading.
Over-demand? That is good for B&O. Under-deliver? That is certainly not good for B&O. Something in their conduct warrants a closer look.
I end my rant / criticism with this:
I understand delays in launching products. If a product is not ready, it is not ready, and therefore it is not for sale.
But when a product has been launched, pre-orders (with incentive and payment) are excepted and a delivery time is quoted -- which is then not met by B&O -- that I do not understand...
Again, it's just a television.
But I'm a customer who has been over-promised and under-delivered. This is a matter of how B&O conducts its business. Dare I say it needs a bit of tuning?
