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Bang and Olufsen - online customer service.

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Forester1
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Forester1 posted on Mon, Dec 9 2019 1:36 PM

I bought the new Beosound Stage online. It was delivered on Wednesday 27 November. I quickly reported sound problems - tiny but regular and annoying soundbreaks or flutter. After days of slow responses B&O decided on 3 December that the Stage should be returned for a full refund. Six days on and despite several ignored reminders I am still waiting for return information and postage labels. B&O need to sort out their online customer support system.


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Forester1
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Set up? I followed instructions. Connected by Wi Fi.

Forester1
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Don’t know how the multiple posts were done!

Emil Jensen
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What model LG tv how you bought?

Beovision Harmony 77" 2nd Gen, Beolab 5, Beolab 17, Beosound 1, Beoplay M3, Beoplay H6, Beoplay Earset, Beoliving Intelligence 

1990
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1990 replied on Wed, Dec 11 2019 9:59 AM

Forester1:
The problem is that  the HDMI ARC is incompatible with the HDMI ARC on my new LG TV model. That is the opinion of my B&O dealer from whom I had bought another stage.

Can you specify which LG-model you have?

Forester1
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I bought two identical TVs. And neither worked either with the Stage I bought online or the one I bought from my local dealer. They were among the cheapest of the LG TVs - LG49um7400PLB. And I have no wish to replace them with another LG model. It should not be necessary.

1990
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1990 replied on Wed, Dec 11 2019 10:26 AM

Some questions:

* Does it happen to all sources (tv tuner, hdmi sources and internal apps)? Sometimes the internal apps are not returned through ARC.

* Did you connect the HDMI-cable to HDMI 2?
* Did you use a high speed HDMI-Cable?

* Did you put Sound Output to ARC?
* Did you enable LG Simplink?

Forester1
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It's interesting to know you have questions to ask. B&O simply asked me to explain the problem which I did as fully as I thought necessary. They asked no questions or made any suggestions. They simply decided to ask me to return the Stage for a full refund. My local dealer sent round a guy to see if he could sort out the problem with the Stage they supplied and concluded that the ARC connections were the problem and that the TV was "at fault" But when two products are not compatible because they adopt slightly different ARC standards, who's at fault?

 

Here are my answers. Not in your order:

I used the cable supplied by B&O. My dealer tried his own high speed cable. Had no effect.

The sound output was set to ARC - the HDMI 2 socket on the TV.

Have no idea what the LG Sampling is. Not something mention by my dealer.

The only sources I used were my TV and Blu Ray player.

When we connected the Blu Ray player to the other HDMI socket on the stage, there was no problem. When I streamed music by blue tooth there was no problem. I didn't try the 3.5mm connection. I saw little point.

I use Sky Q with my TV. Everything coming  through the SKY Q had the same sound interference - normal programmes, Netflix, Youtube etc.

Thanks for your interest.

Still waiting to hear from B&O. Perhaps they are on strike.

 

 

Forester1
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Sorry about the wrong spelling!

1990
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1990 replied on Wed, Dec 11 2019 1:04 PM

Forester1:
I use Sky Q with my TV. Everything coming  through the SKY Q had the same sound interference - normal programmes, Netflix, Youtube etc.

Did you use Sky Q with its own set top box? Maybe the solution can be found to use the HDMI IN on the Stage? Otherwise it can be that the Tuner from the LG does not properly process the sound going via ARC.

Forester1
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My SKY Q box is connected to HDMI 1 on my TV. The fundamental point of using the ARC from the TV to the ARC on the stage is to optimise its benefits.

 

For me, this whole business is now academic because I have returned the second Stage to the dealer. I just hope very few people have a similar problem.

 

When I eventually hear back from B&O about returning their Stage, I will update this thread. Still no sign of life.

Forester1
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Still waiting.

seethroughyou
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Forester1:

Still waiting.

Is there a number you can call them on?

Looks like they’ve forgotten you.

Present: BL90, Beosound Moment, Beosound Core, BL6000, Beogram CD7000, Beogram 7000, BS Essence Remote.

Past: BL1, BL2, BL8000, BS9000, BL5, Beocenter 2, Beosound 5, BV5, BV4-50, BV4-65, Beosystem 3, BL3, DVD1, Beoremote 4.

 

Forester1
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I have phoned them three times and exchanged several messages and emails. But nothing from them since 3 December. I posted a DM to them on Twitter. That contact is trying to help but still no resolution.

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