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B&O customer support

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monkey_whale
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monkey_whale posted on Thu, Mar 21 2019 12:27 AM
I bought a pair of E8 earphones last Oct and found some sound problem in Feb. Given it had some sound problem, I sent it back for repair under warrant by filling the webform to get the courier to pick up and return in early March. Now 2 weeks or so has gone by and I haven’t heard from B&O customer support since. No email acknowledging the good receipt, no ETA for repair, no update whatsoever. It like my request and return of earphones had never exist. I have tried calling their hotline in UK office hours and all I have is a recording telling me to call during UK office hours. Seriously? Tried to email customer support I only have response couple days later every time I emailed them. All I get is those “you are valuable, we will forward your message to support team to follow up, blah blah blah” So is it just me who get this kind of “support” or it is a common thing? This is the first time I ever bought a B&O product. And with this experience I can’t say I intend to do it again despite all the excellent products B&O makes... :(

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Razlaw
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Razlaw replied on Thu, Mar 21 2019 12:30 AM
The B and O web page says the UK customer service number is available 24 hours a day. Is that the number you have called?
monkey_whale
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I am in Hong Kong so I tried calling the HK hotline. And I also tried their UK hotline as well. 

Same results - recording

The best I get is a 45 mins wait listening to the tone and no one pick up. 

Razlaw
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Razlaw replied on Thu, Mar 21 2019 2:08 AM
Did you try the 24 hour Asian number? B and O web page lists that but not a specific number for Hong Kong.
monkey_whale
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Yes. +852 is the Hong Kong prefix. :)

poodleboy
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Razlaw:
Did you try the 24 hour Asian number? B and O web page lists that but not a specific number for Hong Kong.

@Razlaw. You always get great service. Maybe you could call FOR him? 

Razlaw
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Razlaw replied on Thu, Mar 21 2019 12:11 PM
I just tried the UK support number from the B and O web page. After the initial recording greeting a live person answered. Total time to connect with a live person around 30 seconds.
Razlaw
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Razlaw replied on Thu, Mar 21 2019 12:12 PM
Here are the new support numbers, in case you are calling old ones.

https://www.bang-olufsen.com/en/support/beoplay-contact
monkey_whale
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I got the number from that page... still no luck

My email is still not responded. Hopefully I get something this week.

If anyone from B&O do see this, please fix this.

This kind of customer service is simply unacceptable nowadays, and the word disappointment is an understatement.... :(

monkey_whale
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Over three weeks now and still counting. 

I have been given a vague response that my earphones will be replaced but that’s it. Nothing else. 

They are not even responding to my email at all in the last week. 

What is going on really? Can anyone please help here? ;(

moxxey
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moxxey replied on Fri, Mar 29 2019 9:45 AM

monkey_whale:

They are not even responding to my email at all in the last week. 

What is going on really? Can anyone please help here? ;(

I'm amazed B&O doesn't have a live chat option on their website - it's become the norm now. I use live chat to chase orders and ask about returns for most companies.

poodleboy
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Yes, there are people on this board who can encourage you to look on the sunny side.

Not being one of them, I would suggest you plant a stinger on their Social Media site..or ask Razlaw to let you use his Batphone. Wink

Jeff
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Jeff replied on Fri, Mar 29 2019 1:55 PM

poodleboy:

Yes, there are people on this board who can encourage you to look on the sunny side.

Not being one of them, I would suggest you plant a stinger on their Social Media site..or ask Razlaw to let you use his Batphone. Wink

It's probably a Serene knowing Razlaw, and no one else can figure out how to use it. Stick out tongue

Sixteen sodium atoms walk into a bar, followed by Batman.

Jeff

I'm afraid I'm recovering from the BeoVirus. Sad

Razlaw
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Razlaw replied on Sat, Mar 30 2019 2:14 PM
monkey_whale:

Over three weeks now and still counting.

I have been given a vague response that my earphones will be replaced but that’s it. Nothing else.

They are not even responding to my email at all in the last week.

What is going on really? Can anyone please help here? ;(

Have you tried the messaging through the B and O Facebook site? They typically respond very quickly through that method, even on weekends. Also, have you tried the B and O app? You can add the E8s as a product and then you can contact customer support directly through the app.
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