RWST wrote:

It's astonishing that a LCD screen in a price range of a BV10 from B&O or from any brand from that matter, could be defected by backlighting defaults. Especially from a luxury/prestigious brand as B&O, one should expect a flawless product, manufactured with the highest precision and highest quality material. On the latter, it is obviously not the case in your situation. If "clouding" is a "common" issue with EdgeLED panels then a company with the image of B&O should not even considder manufacturing EdgeLED products, in other words; As B&O, you produce high quality top of the range products or you DON'T! It is for this reasoning, that I have difficulty in accepting your dealer's reply. Even more, I doubt if this is B&O's official stance concerning the matter.

RWST,

I could not agree with you more. I've owned literally dozens of B&O products, both audio and video, over the years. When the "flat-TV revolution" came, and B&O fell behind of the rapid pace of the competition, I gave up the brand in 2005. Now I am really starting to regret that I have returned to B&O, although my love for the brand and what it stands for (or at least used to stand for), is very deeply rooted. B&O can bring such joy to everyday life, and really become a integral part of it. Alas, also the opposite of joy seems to be possible.

In all honesty, I am worried where B&O are going: their after sales service used to be perfect, making it a carefree brand, where you feel you are appreciated and looked after, without any undue effort. Any defects, and I really didn't run into many with them back in 1990s and early 2000s, were dealt with swiftly.

If one spots "a spot" in Louis Vuitton leather, they don't call it characteristic of the material used. They apologize and get you a faultless one. Even in these challenging economic times.

Now, I think I need a nostalgic beer :)

koning wrote:

jezus!😉

From your words to god'z ears :D

But seriously, yes, unfortunately so.

KMA wrote:

Interesting.

I just had a chat with my dealer about the backlight issue, and according to them, currently B&O's position on the matter is that clouding is NOT a defect, but "something common to the EdgeLED panel type".

As such, apparently B&O does not currently service the panels that have poor backlight uniformity.

In any case, I am having the backlight clouding photographed by a professional, carry on with my complaint through my dealer, and will take it to any level necessary to get it fixed. That includes buying a new panel and having it exchanged as an operation not covered by the warranty, at my own expense

KMA,

Looking at the posted pictures of your clearly defected BV10 and the feedback you received from your dealer, you should ask him what he has been smoking and whether it comes from Amsterdam.  But for real, you can't take his comment serious!

I would suggest you print out your pictures and this entire thread and FedEx it to the Head of Consumer Services B&O, and even to the CEO, why not, and see whether they still stand by their "current" position towards clouding.

Chapeau to you for keeping the humor in a case like yours.

To me it seems clear cut, you should get a replacement, also it seems to me your dealer is taking your issue too lightly and seems not willing to take proper actions (read service). So far I have encounterd no "issues" with my dealers in Amsterdam and Zurich, but if I would get the same service or rather no service, I would seriously consider changing dealer and take your money some where else.

In any case, keep us posted.

Thanks

I have read this post with interest, and am simply staggered at the reported responses of Dealer and B&O alike.  

I have bought a BV10 and if my screen displays vagaries like these ever within the 3 year warranty period it will be going back to the supplying Dealer.  Simply not acceptable.

Here I am on the verge of ordering a BV10-40 and now wondering what I can do to protect myself from getting a dodgy screen!

I also have the problem of deciding who to give my business to as my Brighton dealer who I have used for the last 10 years is no longer there?

Thoughts?

RWST wrote:

KMA wrote:

Interesting.

I just had a chat with my dealer about the backlight issue, and according to them, currently B&O's position on the matter is that clouding is NOT a defect, but "something common to the EdgeLED panel type".

As such, apparently B&O does not currently service the panels that have poor backlight uniformity.

In any case, I am having the backlight clouding photographed by a professional, carry on with my complaint through my dealer, and will take it to any level necessary to get it fixed. That includes buying a new panel and having it exchanged as an operation not covered by the warranty, at my own expense

 

 

KMA,

Looking at the posted pictures of your clearly defected BV10 and the feedback you received from your dealer, you should ask him what he has been smoking and whether it comes from Amsterdam.  But for real, you can't take his comment serious!

I would suggest you print out your pictures and this entire thread and FedEx it to the Head of Consumer Services B&O, and even to the CEO, why not, and see whether they still stand by their "current" position towards clouding.

Chapeau to you for keeping the humor in a case like yours.

To me it seems clear cut, you should get a replacement, also it seems to me your dealer is taking your issue too lightly and seems not willing to take proper actions (read service). So far I have encounterd no "issues" with my dealers in Amsterdam and Zurich, but if I would get the same service or rather no service, I would seriously consider changing dealer and take your money some where else.

In any case, keep us posted.

Thanks

Hi RWST,

Actually, I have nothing bad to say about my dealer - they have always been very helpful and accommodating. In this case my understanding is that their hands are tied by B&O's position, or lack there of. Mine is not the first BeoVision 10 backlight case they've complained to Struer.

In agreement with my dealer, I've made a demand for a solution to B&O Denmark myself as well.

Failing a solution, an exhaustive complaint is ready for filing with ECC and the Consumer Agency. The sad part is, that by default, it needs to involve my dealer.

Since I do want to give B&O all reasonable chances to remedy the situation at their own initiative, before effectively filing the complaint, I will FedEx it to B&O to study, and give them fair time to sort things out.

As someone from this Forum (whom I also know outside the Forum) put it, this must be quite embarrassing for B&O, and I do hope that B&O finds and offers a solution that resolves my case, and possibly other similar cases with BeoVision 10s so far, and in the future.

I'll keep you posted, and thanks for rooting for this case.

KMA wrote:

As someone from this Forum (whom I also know outside the Forum) put it, this must be quite embarrassing for B&O...

We also forget all the BV7-40 sw issues they've experienced since the MKIII was launched in October 2007. More embarassing if you ask me - a crashing TV is the worst possible scenario!

However, it took me many months to get this sorted and, eventually, I have a BV7-40 MKIV that doesn't crash. So far, so good.

No idea why B&O haven't swapped out your TV though. Normally that's your dealer who pushes for this. My BV7-40s (yes, multiple TVs) were only swapped out due to my dealer insisting that B&O try a new TV. They were proved right...

A short follow-up:

I dropped of a copy of the ECC / CA complaint to my dealer today, and had a very nice and enlightening talk with them. They were very confident that B&O needs to react on this, and do something about the defective panels.

A courier is on its way to deliver another copy of the complaint to B&O, Struer.

In the complaint, I extended another 21 days for B&O (Struer and/or my dealer) to come up with a remedy: I simply want a faultless BeoVision 10 that lives up to the B&O standards I've paid for.

So now it's a waiting game, before this either gets resolved or escalated to any official proceedings necessary.

Hi KMA,

With my dealer in Amsterdam, I discussed the matter and even showed him the pictures you posted. Without hesitation, he responded that he would instantly return any BV10 back to B&O, if it looks anything like yours, provided it is a factory default, obviously.

It seems to me your dealer is taking the "easy" route to find his way out of this case.

Anyways, I'm curious how both, your dealer and B&O, reply to your ECC/CA complaint.

I simply can't imagine you not getting your BV10 replaced.

Regards

RWST wrote:

I simply can't imagine you not getting your BV10 replaced.

Me neither...

Let's wait and see what happens.

Thanks for the feedback from your dealer!