Could you give some examples of questions asked?

I have also contacted support through the web form several times. I have been impressed by the quickness of the response and they have always addressed the issue.

No issues with the costumer support.

However, they ofter do not know the answer.

But they are very concerned about passing the questions on to someone more knowledgable.....which may take some time.

Always getting back to me.

MM

My experience is that the knowledge in the dealers is poor and they have to ask B&O and I don’t get a reply from the dealer. The dealer then forgets and I have to ask them to ask B&O again. I then get the question answered here on the forum. A week later B&O reply to the dealer but the dealer doesn’t pass it on to me. When I call or email the dealer again the technical query is answered showing that the question has been misunderstood or contradicts what Beoworlders find. Seems like the fans know more about the capability than B&O ‘support’. So to answer your question it’s rubbish.

Examples:

Dealer not knowing how to wire an IR eye. Customer non—support giving the wrong IR wiring.

Dealer not knowing about Bluetooth AP2 specs of Core.

Customer non—support not knowing about Bluetooth AP2 specs of Core.

Neither knowing why BT not working on Moment.

Customer non—support knowing of problems with Moment before it was discontinued but not having any timescales.

Customer non—support saying that multichannel PCM doesn’t work with Beosystem 4 when Beoworlders have it setup to work with multichannel PCM.

My experience is that they are very apologetic, then ask you to tell them what you already told them.  Then the say they will get back to you which they don't.  So then you contact them again and they say they will send it to a more technical team.  You may have to ask once or twice more before being told a lousy work-around or given an apology than it doesn't work and maybe the software will get fixed in the future.

Below is a specific example: I have pasted the email I sent just last week and their first response I received a day later:

 

LaserAlex Sep 22, 2020, 20:58 GMT+2 Background to my question: I am interested in adding a couple of Beosound Stages to my Multiroom system, but I have an unresolved issue with my favorite radio station on my existing systems (2x Beosound Moment, 4x Beosound Essence Mk II, 4x Beoplay M5, 1x Beoplay A6.) I listen to the radio station KNKX (Seattle-Tacoma, Washington, USA) using TuneIn on my Windows Desktop and my iPhone, but the system stopped working on my B&O equipment about 14 months ago. My question for support: If I purchase Beosound Stages, can you confirm that the specific TuneIn radio station "KNKX" will work on them?   SupportPerson (Bang & Olufsen) Sep 23, 2020, 11:34 GMT+2 Dear Alex, Please do accept our apologies for the inconvenience that you have been caused. I know that this has been very frustrating for you. In order to assist you in the best way possible, please could you provide us with a few more details? These details would assist us in providing you with the most accurate way forward. - An in-depth overview of the problem that you facing - The serial numbers of your products - Your country of residence Once we have these details, we can assist you further with compatibility details. Once again, we do apologise for the inconvenience you have experienced. Should you have any further questions or concerns, please do not hesitate to add them to your reply to this email. We hope that you have a lovely day further.  Kind regards, SupportPerson | Bang & Olufsen Support

Millemissen wrote:

No issues with the costumer support.

However, they ofter do not know the answer.

But they are very concerned about passing the questions on to someone more knowledgable.....which may take some time.

Always getting back to me.

MM

I can agree. Sometimes you need a little bit more stamina with them ;) They want to help and it's gotten better in the last years and it's a must for such products.

I've won a pair of Beoplay E8 1st generation headphones on Beoworld. Unfortunately they where defective and I asked B&O if there's any chance to repair them as I was a lucky winner here on Beoworld but don't have an invoice. I sent them the screenshot from Beoworld and they accepted it. Sent in my earphones and what did they do? They didn't repair... no they've sent me the newest generation of the E8: 3rd generation!

That was VERY nice and kind from Bang & Olufsen!!

I don’t rate the customer service.

I recently asked three questions related to the one product, and the response to the first question didn’t seem accurate, so i asked them to re clarify, and the answer was completely opposite their first response. So they therefore gave me wrong information.

There were five or six interactions and each time i asked for an answer to questions 2 and 3 which they kept not responding.

A week later I received an opportunity to provide feedback which i did, where i commented that they didn’t get it right the first time, and they failed in responding to the questions that were asked.

To TWG:

Wow!

Congratulations!

That's been the right way to increase reputation by B&O customer service.

I interact very often with the support team.

At the beginning I was frustrated by the surprising initial answers, or questions, such what is the S/N or the software version of your product when these informations had been automatically added by the B&O app when used to open a case, but at the end of the day, they are doing their job by filtering the requests, asking basic questions or requesting to perform simple and obvious actions that often help the requester to self-identify the solution. This is a mandatory step to hope to go to the next level, and I now gently answer to what I'm asked. The support people are the messengers, so should not be "killed".

What worries me more is the second level, of what the support people call the "headquarters". I have complex issues for which I have spent quite significant time to collect evidences with various tech tools and for which the only answer I have, when I chase,  is "the headquarters are looking seriously at your issue" "or a fix may be produced in future versions" .... What I expect is issue acknowledgment, feedback from their side without having to chase, and progress status up to the point the case is closed .... and transparency.

Here is a typical answer to a case that will never have any follow up, but for which you may see a fix months after:

"We appreciate your interest in our brand and would like to thank you for your suggestion on how to make the app more accessible and user-friendly.We are glad to inform you that we have forwarded these errors to our app development team, in the hopes that it may be considered for future updates. "

I have several cases pending resolution, some since many months and for which there is no answer or no clear answer from B&O, e.g. BS Moment MoodWheel. Is it so difficult to say "we are sorry, we no longer support this feature that you pay for, here is our proposal ..."