moxxey wrote:

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.

Amazing "coincidence". 

My disappointing experience with the B&O service:

I had a simpel (?) question, how to activate ChromeCast built-in at my new Beovision Harmony.

It took me 11 eMails over three weeks until I got my problem solved. Every time having somebody else replied to my eMail getting contradicting answers once I should look at the iOS B&O app the other eMail told me to look at the webOS B&O app. Many eMails told me to look at pages not relevant or to use links not available in neither app. I had contact with Jo.., El.., Ga.., Gv.., Em.., Ga.., El.., Sa.., Em.., Ma.., Mi.. I assume that everybody working at B&O support was allowed to give me a helpless answer. They always answered very fast, but I had not the feeling that anybody took the time to read my eMail and to look at the screenshots I provided.

In the end the solution was (after 11 eMails !), that I have to access my Harmony over the related IP address directly with a  internet browser. The solution is not difficult, but what service quality is it when you need 11 eMails to get this trivial (?) problem solved?

And it would be interesting, if somebody in this chaos process identified and reported to HQ the error behind, a missing link / menu item (Product settings -> Configure) in the iOS B&O app for the Beovision Harmony.

My summary is, I am willing to pay a luxury price for a B&O product. But for this price I expect a high quality service and software. Unfortunately Bang&Olufsen is not able or willing to deliver it at all. I personally can not recommend B&O to anybody who wants a product that just runs and do not want to hassle around to get something work, I feel like a Beta Tester. But to be a Beta Tester, in the B&O products are much too expensive in my eyes.

Alsfeld wrote:

I had contact with Jo.., El.., Ga.., Gv.., Em.., Ga.., El.., Sa.., Em.., Ma.., Mi.. I assume that everybody working at B&O support was allowed to give me a helpless answer. They always answered very fast, but I had not the feeling that anybody took the time to read my eMail and to look at the screenshots I provided.

B&O will be using hired external call centre which handles support and primarily role is to send email replies as quickly as possible and escalate, where required. The same call centre will handle support for other brands, too.

...even if what other brands costs …500 EUR max, while what B&O sells could cost 5.000 EUR+

Perhaps an idea could be to use this "generic" call center support for bluetooth speakers and headphones, and the other "real" one for people buying Beolabs and Beovisions?

Let me share my recent experience with B&O Customer.

I contacted the support about a PUC after the update of one of my decoders. I have done this in the past and they always provided the PUC and/or put it online for the more recent TVs. Now this time they (quickly) replied by saying that such a request should be addressed to my dealer.

Well, the 4 dealers here in Paris where I purchased B&O stuff over the last 20 years all closed. OK, no problem, I contacted the Saint-Germain store: as an historical customer it's always disappointing/frustrating to be considered as newbie ("do you already own a B&O TV....?"). Well to make a long story short: they could not help me with my PUC question.

Thank you very much B&O for your fantastic support 😡

ngnear wrote:

First port of call should always be the dealer who sold the product I would assume.

You're casually assuming those dealers are in business! Two of the dealers I bought products from here in the UK have gone out of business.

Griebel wrote:

Let me share my recent experience with B&O Customer.

I contacted the support about a PUC after the update of one of my decoders. I have done this in the past and they always provided the PUC and/or put it online for the more recent TVs. Now this time they (quickly) replied by saying that such a request should be addressed to my dealer.

Well, the 4 dealers here in Paris where I purchased B&O stuff over the last 20 years all closed. OK, no problem, I contacted the Saint-Germain store: as an historical customer it's always disappointing/frustrating to be considered as newbie ("do you already own a B&O TV....?"). Well to make a long story short: they could not help me with my PUC question.

Thank you very much B&O for your fantastic support

You see Japanese reporters and technologists amazed in that picture. But what is the (realistic) case today?