It's great to hear news of B&O Customer Service wins! That's good vibes for us all. Thanks for sharing.

Not to bring negative vibes to the thread, but this is standard practice among many high end consumer electronics manufacturers.

Also, the reason why they offer a replacement instead of fixing the product is that the products (for which they offer this "service") *can't be fixed*.

So yeah it's good while you're in warranty that they replace your product with the newer version (I've heard of H9i units replaced with H9 3rd Gen, so figured they would do the same with earphones), but the reason why they do that is when you're out of warranty, you'll have to pray your product doesn't break down - otherwise you'll be left with no options other than to bin it.

Not so nice anymore.

Edit: to add to this, "processing a return and replacement" is not difficult nor has even been a difficulty when dealing with B&O.

That's just order management.

"Customer service" is actually fixing the products, taking responsibility and ownership of products' issues and admitting the faults.*Knowing the products* (the first line support agents are totally CLUELESS, and even responses that come to them from "HQ" often contradict themselves), and working with the client to troubleshoot and find a solution, whether that be hardware or software, to the problem.

Things they very rarely do.

Solving the problems by just replacing the product is not a very good model of customer service, despite the first impression that it may give.

Genuinely sorry for ruining your mood.

matteventu wrote:

Solving the problems by just replacing the product is not a very good model of customer service, despite the first impression that it may give.

That is your opinion, but most of us aren't stuck in the 90s, like lots of people on here.

Most modern products can't be fixed easily. Also, good customer service *is* sorting out someone's problem, quickly. I don't want companies to attempt to 'fix' my device either. It would take them weeks. Why is that good customer service? The customer sending back their cherished headphones to be without them for weeks on end to be fixed....and that's a good thing?

Modern customers have zero patience, especially in the US. I can wake up 6am and the first thing I do is check my overnight emails as I guarantee a US dude has emailed 4 times in an hour complaining about something and the fourth email is nearly always 'I want a refund!' as they have zero patience. Everything has to be fixed....right now. Even if the issue is their own.

I dread something happening to my watch as even the smallest issue requires it to be sent back to Panerai (or Rolex or Patek or whoever) and it can take weeks or months for it to come back to you. And that's if you're lucky and they have the part that they need to fix! Due to the pandemic so many companies are missing lots of vital parts.

The easiest thing to do is fix a customer's problem, asap, then deal with the faulty goods. And those goods aren't thrown away. They are often sent to a location for them to be fixed, checked and then sold as cheaper 'grade b' or 'refurbished' items.

matteventu wrote:

Not to bring negative vibes to the thread, but this is standard practice among many high end consumer electronics manufacturers.

Also, the reason why they offer a replacement instead of fixing the product is that the products (for which they offer this "service") *can't be fixed*.

So yeah it's good while you're in warranty that they replace your product with the newer version (I've heard of H9i units replaced with H9 3rd Gen, so figured they would do the same with earphones), but the reason why they do that is when you're out of warranty, you'll have to pray your product doesn't break down - otherwise you'll be left with no options other than to bin it.

Not so nice anymore.

 

Edit: to add to this, "processing a return and replacement" is not difficult nor has even been a difficulty when dealing with B&O.

That's just order management.

"Customer service" is actually fixing the products, taking responsibility and ownership of products' issues and admitting the faults.*Knowing the products* (the first line support agents are totally CLUELESS, and even responses that come to them from "HQ" often contradict themselves), and working with the client to troubleshoot and find a solution, whether that be hardware or software, to the problem.

Things they very rarely do.

Solving the problems by just replacing the product is not a very good model of customer service, despite the first impression that it may give.

Genuinely sorry for ruining your mood.

I bet you're a riot at dinner parties... 😕