They are both are made in China.

We can summarise it this way:

• Hardware issue? We're extremely sorry, we really value our customers so here you go with a new boxed (and if you're lucky, also next gen) unit of your product!

• Software/design issue? Sorry, we're too busy planning the launch and developing the buggy software of our next product to give a sh*t about your problem.

To summarize the discussion, the only positiv at the Bang&Olufsen customer service is the fast reply. But what does the speed help, when the answer is not helpful? Most of the time I have the feeling that the first non-sense answer is only to get ride off an annoying customer.
Considering that the dealer network getting thinner and thinner. A very well trained customer service could be the answer / solution.  But in my eyes the current B&O customer service quality is adding nothing positiv to the brand image at all.

Comparing the B&O customer service to other technology orientated services with similar complexity in my eyes (e.g. Netatmo, Nuki, HP Printer, AVM) I experienced, the B&O service has with far distance the lowest quality. And I thought that B&O places itself as luxury brand and the others listed are in my eyes medium priced brands.

Why are the other customer service departments are able to know their products and give helpful answers? 

And B&O customer service seems to be very low educated in the B&O product range and problems? Only sending back useless / wrong answers or forwarding eMails to Headquarter.

Considering the price B&O asking for their products it should be the opposite. B&O should offer the best service (not the worst) to support their brand image.

Alsfeld wrote:

And B&O customer service seems to be very low educated in the B&O product range and problems? Only sending back useless / wrong answers or forwarding eMails to Headquarter.

It's a hired call center. It's not B&O answering the emails, hence the lack of knowledge. Like a lot of companies, B&O simply hires a call center, which will also handle other brands, to be their first customer contact.

However, B&O charges an exponential price on their products compared to "other companies". Hence the expectation... and it's not completely unfair, right?

AnalogPlanet wrote:

However, B&O charges an exponential price on their products compared to "other companies". Hence the expectation... and it's not completely unfair, right?

My point was, don't expect this to change. B&O isn't going to start to hire it's own support staff in the middle of a pandemic. It's not ideal, it's not great, but B&O is here at least.

I can't really complain. They took a while to sort my issue, but I ended up with a full refund. It takes a while, but they get there eventually.

moxxey wrote:

It's a hired call center. It's not B&O answering the emails, hence the lack of knowledge. Like a lot of companies, B&O simply hires a call center, which will also handle other brands, to be their first customer contact.

Why? If you have an inhouse or an outsourced call center should make no difference in quality. It is a matter of knowledge and training. In theory B&O should be able to train their own people or the people of an outsourcing partner.

But instead B&O is focusing on high sales price, low quality and no service. 

Hiort wrote:

I have lately reported a few issues to the customer support and I find them very quick in responding.

At first you get a number of questions to diagnose the problem. I find them relevant to the issues and not “default” from some handbook.

They appear to have access to the developer team, and relay questions and information.

+

additional info and help is asked,

issues are resolved quickly