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Can't get started with E8's

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mcdermg
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mcdermg posted on Sat, Mar 10 2018 5:59 PM

I bought some E8's yesterday from the airport. I can't get them to work at all. They are fully charged, but when I take them out and try and switch them on, nothing. The same if I try and pair them. And the app can't see them. 

I've got a pair of Jaybird Run's and when you press those, you get a 'click' from the pressure exerted by your finger, but with these E8's there's nothing. No sound, no feedback through your finger tip. It's just like pressing a solid surface. 

Is that the way they are meant to be? Or have I got a duff product?

Thanks for any tips...

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PaulGiles
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mcdermg:

I bought some E8's yesterday from the airport. I can't get them to work at all. They are fully charged, but when I take them out and try and switch them on, nothing. The same if I try and pair them. And the app can't see them.

I've got a pair of Jaybird Run's and when you press those, you get a 'click' from the pressure exerted by your finger, but with these E8's there's nothing. No sound, no feedback through your finger tip. It's just like pressing a solid surface.

Is that the way they are meant to be? Or have I got a duff product?

Thanks for any tips...

2.0 or mk1?
Opman
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Opman replied on Fri, Jun 7 2019 9:20 AM

Hi and welcome to BeoWorld

The right bud is the master and a short tap on the B&O logo should switch this on. You will see a white light. Switch on Bluetooth on the device you want to connect to. To put the E8 in pairing mode, hold the B&O logo on both buds at the same time until you see the white light change to a flashing blue light. Hold both buds close to your device, ideally away from any other wireless devices such as laptops and routers which may block the signal.

Once they are paired directly to your device you can open the Bang & Olufsen app and "add" them to the app. From here you have access to additional features plus the app will tell you if the E8's need the software updating.

This process is the same for E8 and E8 2.0.

If you run in to difficulty placing both buds back in the case performs a "soft reset". To complete a full factory reset and start again hold both buds for 8 seconds. You will see the light turn red and no they are back to factory status.

I guess this highlights the problem Bang & Olufsen stores. If you buy from a main dealer you should get a complete demonstration and an offer of assistance setting up the product. Buy from other channels or the internet and the after sales support may not be all you need. This in turn can reflect badly on the brand.

Opman

PaulGiles
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There is a known bug with the APP though.

Update in the pipeline from B&O
moxxey
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Opman:

This in turn can reflect badly on the brand.

Hmm. A pair of headphones? Really? I know there are reasons for wanting to drive people to an official showroom, but the issue here is the setup, not the sale of the product - it's a paid of earphones for gawd sake. They are sold everywhere and anywhere (as they should be) and shouldn't need a dealer to set them up!

Besides, you receive full instructions? The E8's are simple to get up-and-running...if you actually read the supplied instructions.

mcdermg
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Weird how this thread has suddenly ignited, well over a year since I posted. 

Paul and Opman, thanks for your constructive comments.

Moxxey, you look and sound like a ***. The earbuds were confirmed faulty from the off. And because I’d bought them from the airport it was difficult to resolve. I’m now the proud owner of different pairs of better products, from other brands, and I’ll be leaving this forum forthwith. All the best. 

 

Opman
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Opman replied on Sun, Jun 9 2019 3:45 PM

"if you actually read the supplied instructions."

Therein lies the problem. A lot of people don't. Hence we are asked to resolve set up and operational issues.

When we supply a product we make sure the client is aware of all of these basic things and hopefully avoid the angst of not being able to use a product that's lets be honest isn't cheap.

Sorry if you feel that it is a trivial matter for a main dealer but for us, every sale and client is vital to sustain the business. The UK is now down to 48 dealers since Sheffield recently closed.

In this instance Bang & Olufsen have lost another customer and therefore nobody wins,main dealer of manufacturer.

Opman

w5bno123
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w5bno123 replied on Mon, Jun 10 2019 10:17 AM
We also show the client basic features to prevent any unnecessary call backs or visits. You don’t receive the keys to your new car without some form of hand over from the dealer.

It’s amazing how many people activate transparency mode and believe the E8’s are faulty.

My tip is to always place the right earbud in my ear first, then I press the on button and wait for the tone, once heard I insert the left earbud. I have found this easier in the knowledge that they have actually connected as I found it awkward to do it in hand and out of the ear.

Sorry to hear the OP has found an alternative and decided to leave the forum.
moxxey
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moxxey replied on Mon, Jun 10 2019 11:04 AM

Opman:

"if you actually read the supplied instructions."

Therein lies the problem. A lot of people don't. Hence we are asked to resolve set up and operational issues.

I think this is a really poor way of justifying the need for pushing people who want to buy a headphone from a main dealer as they 'don't read the instructions'.

I'm not having a dig at dealers - don't even go there please - just that an individual buying whatever headphone from whatever brand, shouldn't need a branded dealer to set them up so they work. Really, they are very simple and individuals should read the simple instructions. A brand shouldn't lose a customer as the customer didn't bother to read the very plain and simple instructions supplied clearly with their product.

w5bno123
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We have just had one of our clients visit us who’d purchased E8’s at the airport and he was unable to set them up, guess who assisted him! Had he read the instructions? No...would he have visited Dixons upon his return, I doubt it. Shame he didn’t buy version 2.0 and from us.
Opman
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Opman replied on Wed, Jun 12 2019 5:15 PM

The sale or loss of sale of a pair of E8's will not make or break a business.

However taking in the bigger picture, which all dealers have to do. A dissatisfied customer will probably relay their experience to family, friends and colleagues. But the real killer is that they (and their circle of friends) are highly unlikely to return to the store to spend £ks on big ticket items. 

It's not the loss of one sale, its the potential lifelong revenue that in the past dealers have relied upon. Our databases are shrinking (GDPR!) and the whole point of introducing BeoPlay many years ago was to bring new custom into the showrooms.

Opman

PaulGiles
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I cannot understand the issue, the set up video is superb.

They really do need to sort out the B&O APP though with the E8, that’s the only issue I can think of.

Although most go direct to E8 from Spotify or deezer etc it is still frustrating the APP does not work with them.
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