I submitted a question through the app yesterday/Sunday. First thing this morning/Monday I received a response that fully answered my question.

Sorry to take this thread off topic, but I can't get KNKX on my BS2, but can on my phone.  Very odd.  I like the Chicago area public jazz station WDCB, but have never listened to KNKX so I don't know how they compare.

On topic, my experience with B&O support has been mixed, but usually includes at least one pointless back-and-forth (either we need more details (which were included in the an earlier email), or they respond with a nonsensical answer (problem with the Eclipse? try these new AppleTV setting - which I don't own and never mentioned).

Stan,

Thanks for checking on KNKX for me.  I'll check out WDCB, maybe it will do the trick for me.

I've also been in touch with the person at KNKX who is responsible for running their streaming servers.  I'm going to try to send him an M5 so he can tweak their stream settings until it works.  But really this seems like something B&O should be fixing the KNKX stream seems to be readable to everything other than B&O products.

I agree more or less with everything mentioned above. Personally I use the customer support as a last resort of help simply because I have never had a single issue solved. I have asked many times for help about my Beosound Moment, none of them were answered. Some were forwarded to other departments but none was answered. I have asked them if it was possible to make a PUC code for an stb I am using and I was very pleased when the department responsible for the PUC codes contacted me asking for the model of the stb. I sent them all information available, even picture of the sticker at the back with all the S/N etc etc only to receive an email informing me that I can use one of the codes already available in the PUC list. My reply was that I have already try it and it doesn't work....I am still waiting for their reply!

As far as dealers are concerned I can't say much. In Greece we have only one who is distributing in Athens and Thessaloniki, and as far as I remember there was never more than one dealer. I totally understand that the dealer is an entrepreneur and his driving force is profit. The situation here in Greece has been super tough for luxury goods the last decade and I feel for him but the fact that they ask a full payment of whatever you buy doesn't make business sense for me. Back in the 00 they used to do up to 10 interest free installments, it was much easier to buy a 9000 euro TV paying 900 per month than pay straight 9000 and receive your TV after 2-3 months (although the sales person was kind enough to offer installation of the display product till the new would arrive).

I was studying in Bath (long time ago) and if I recall correctly you could get your product fixed in the dealer's store as long as it was something easy (battery change, software update of small in size products, a telephone keyboard changed, etc). This was super convenient as you could drop it before going to work and pick it up in the afternoon on your way home. 

To be fair I have to stress that there were many times that the B&O engineer here in Greece has come and picked my Beosound Moment from my house which is super convenient for me as it is around an hour drive for me to get to his office (Thanks Mr Nick)

All in all I strongly believe that there is much room for improvement especially with the customer support since they are at the front line. As far as dealers' are concerned I believe they should focus on making the access to their products easier. Making a 10%-20% discount if you spend double the money is not the right way for me. On the other hand making B&O products available in big stores like Dixons is on the right path, but financing the purchase of new products should be reviewed. Nowadays it is so easy to buy something abroad and ship it home (even if it is a 30kg TV) which is money lost for the dealer.

Sad times, but I'll have to say I agree with this, too.

I've bought a lot of B&O kit over summer. I bought the H95's, had them one day, returned them via UPS after registering a return.

Heard nothing since. No confirmation of receipt, no return info or refund.

Tried calling B&O's support which they boast is open 24/7. Constantly in a queue. You can request a callback. No-one called back. Incredible.

I've emailed both emails they give for returns and customer services, they claim a 1 business day reply. No reply.

This is shocking for a luxury brand. As a comparison, send anything back to Mr Porter and it's instantly refunded. I had to send something back to Harrods recently and it was acknowledged and refunded the same day. B&O, 2 weeks after returning, nothing. Nada.

"I've bought a lot of B&O kit over summer. I bought the H95's, had them one day, returned them via UPS after registering a return.

Heard nothing since. No confirmation of receipt, no return info or refund."

But you were smart enough to send it back through a competent 3rd party so you have recourse via UPS, avoiding the possible "empty box" response. 

A year ago I bought some H6s for my daughters, and one is now acting up and influencing the iPad it is connected to. It could be the cable (with the controls in it gone bad) but I am not sure These headphones have 2 year warranty so I used the online option to report the problem (with serial number etc) in which some automated fault elimination happens. It ended with leaving my details and the promise I would be contacted by e-mail. with details for shipping. This was a week ago and I have not seen any e-mail. Could have made a typo in the e-mail address (unlikely).

I did order a (no controls) replacement cable from Steve in the meantime. If that all works fine I might order a new EUR 35 cable with controls.

I must also say that the BeoPlay A1 that  bought went faulty and was swiftly replaced. So mixed feelings here for now.

poodleboy wrote:

But you were smart enough to send it back through a competent 3rd party so you have recourse via UPS, avoiding the possible "empty box" response. 

That's B&O's choice. They send a UPS shipping label. They do that for everyone. B&O simply use a third-party logistics company to handle returns. It's not via B&O. And if the receiver claims it's received without the contents, nothing you can do whether you use UPS or otherwise.

UPS won't simply make a payout if a sender says 'it included the headphones' and the receiver says 'no it didn't'.

moxxey wrote:

poodleboy wrote:

But you were smart enough to send it back through a competent 3rd party so you have recourse via UPS, avoiding the possible "empty box" response. 

That's B&O's choice. They send a UPS shipping label. They do that for everyone. B&O simply use a third-party logistics company to handle returns. It's not via B&O. And if the receiver claims it's received without the contents, nothing you can do whether you use UPS or otherwise.

UPS won't simply make a payout if a sender says 'it included the headphones' and the receiver says 'no it didn't'.

Fair point. At least with UPS you can know it arrived.

poodleboy wrote:

Fair point. At least with UPS you can know it arrived.

Just had notification this morning B&O's logistics team received the return - 15 days after it was returned 😁

They really could do with improving their service though.