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Quality of the B&O Customer Support - your experience?

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Audio
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Audio Posted: Sat, Sep 26 2020 10:52 AM

My experience 

I had in last months several technical questions regarding my B&O products.

The process was in ALL cases the same. (1) I send a question via web template (2) I get a non-sense answer, demonstrating that the customer support people have no clue at all of the B&O product. (3) I have to react on this non-sense answer that it is totally wrong or does not help at all. (4) The support gives me the feedback that they can not help me and they will forward my question to headquarters (5) Several days later I get feedback from headquarters via B&O Customer support that is helpful and in most cases trivial. So I asked myself, why did I not get this answer in the first eMail?

I do not understand  the roll of the B&O customer service? Frustrating customer? Maximizing the number of eMails between support desk and customer?

Mikipidia
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Mikipidia replied on Sat, Sep 26 2020 11:27 AM
Could you give some examples of questions asked?

New: Beovision Harmony, Beolab 50's, Beolab 18's, Beolab 17's, Beolab 3's, Beosound 9000 mk3, Beosound Stage & LG, Beosound 2, Beoplay M3, Beoplay A1, Beoplay H4 gen 2, Beoplay E8 3.0

Mikipedia on YouTube (finally Stick out tongue )

https://www.youtube.com/c/Mikipedia

Old: Beovision Eclipse, Beolab 1's, Beolab 2, Beovision 10-46, Overture 2300, beolab 8000's, Beolab 4000's, Beovision avant 32" etc. etc.

Razlaw
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Razlaw replied on Sat, Sep 26 2020 1:18 PM
I have also contacted support through the web form several times. I have been impressed by the quickness of the response and they have always addressed the issue.

Beolab 50s Beolab 9s Beolab 12-3s Beolab 1s Beolab 6000s 2 pairs Beolab 4000s Beovision 7-55 Beovision 10-40 Beoplay V1 32 inch Beovision Avant 32 inch Beosound 1 (CD player) Beosound 3000 Beosound 5 Core Essence MKII Beoplay M5

Millemissen
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No issues with the costumer support.

However, they ofter do not know the answer.

But they are very concerned about passing the questions on to someone more knowledgable.....which may take some time.

Always getting back to me.

MM

There is a tv - and there is a BV.

seethroughyou
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My experience is that the knowledge in the dealers is poor and they have to ask B&O and I don’t get a reply from the dealer. The dealer then forgets and I have to ask them to ask B&O again. I then get the question answered here on the forum. A week later B&O reply to the dealer but the dealer doesn’t pass it on to me. When I call or email the dealer again the technical query is answered showing that the question has been misunderstood or contradicts what Beoworlders find. Seems like the fans know more about the capability than B&O ‘support’. So to answer your question it’s rubbish.

Examples:

Dealer not knowing how to wire an IR eye. Customer non—support giving the wrong IR wiring.

Dealer not knowing about Bluetooth AP2 specs of Core.

Customer non—support not knowing about Bluetooth AP2 specs of Core.

Neither knowing why BT not working on Moment.

Customer non—support knowing of problems with Moment before it was discontinued but not having any timescales.

Customer non—support saying that multichannel PCM doesn’t work with Beosystem 4 when Beoworlders have it setup to work with multichannel PCM.
laseralex
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laseralex replied on Sun, Sep 27 2020 6:03 AM

My experience is that they are very apologetic, then ask you to tell them what you already told them.  Then the say they will get back to you which they don't.  So then you contact them again and they say they will send it to a more technical team.  You may have to ask once or twice more before being told a lousy work-around or given an apology than it doesn't work and maybe the software will get fixed in the future.

Below is a specific example: I have pasted the email I sent just last week and their first response I received a day later:

 

LaserAlex

Sep 22, 2020, 20:58 GMT+2

Background to my question:
I am interested in adding a couple of Beosound Stages to my Multiroom system, but I have an unresolved issue with my favorite radio station on my existing systems (2x Beosound Moment, 4x Beosound Essence Mk II, 4x Beoplay M5, 1x Beoplay A6.)

I listen to the radio station KNKX (Seattle-Tacoma, Washington, USA) using TuneIn on my Windows Desktop and my iPhone, but the system stopped working on my B&O equipment about 14 months ago.

My question for support:
If I purchase Beosound Stages, can you confirm that the specific TuneIn radio station "KNKX" will work on them?

 

SupportPerson (Bang & Olufsen)

Sep 23, 2020, 11:34 GMT+2

Dear Alex,

Please do accept our apologies for the inconvenience that you have been caused. I know that this has been very frustrating for you.
In order to assist you in the best way possible, please could you provide us with a few more details? These details would assist us in providing you with the most accurate way forward.
- An in-depth overview of the problem that you facing
- The serial numbers of your products
- Your country of residence

Once we have these details, we can assist you further with compatibility details.

Once again, we do apologise for the inconvenience you have experienced. Should you have any further questions or concerns, please do not hesitate to add them to your reply to this email.

We hope that you have a lovely day further. 

Kind regards,

SupportPerson | Bang & Olufsen Support

Sources: 2x Beosound Moment • 4x Beosound Essence Mk II
Speakers: 3x Beolab 8000 • 1x Beolab 6000 • 1x Beolab 3 • 3x Beolab 2 • 4x BeoPlay M5 • 1x BeoPlay A6
Control:  9x Essence Remote  • 1x Beoremote Halo

TWG
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TWG replied on Sun, Sep 27 2020 7:38 AM

Millemissen:

No issues with the costumer support.

However, they ofter do not know the answer.

But they are very concerned about passing the questions on to someone more knowledgable.....which may take some time.

Always getting back to me.

MM




I can agree. Sometimes you need a little bit more stamina with them ;) They want to help and it's gotten better in the last years and it's a must for such products.

I've won a pair of Beoplay E8 1st generation headphones on Beoworld. Unfortunately they where defective and I asked B&O if there's any chance to repair them as I was a lucky winner here on Beoworld but don't have an invoice. I sent them the screenshot from Beoworld and they accepted it. Sent in my earphones and what did they do? They didn't repair... no they've sent me the newest generation of the E8: 3rd generation!

That was VERY nice and kind from Bang & Olufsen!!

Aussie Michael
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I don’t rate the customer service.

I recently asked three questions related to the one product, and the response to the first question didn’t seem accurate, so i asked them to re clarify, and the answer was completely opposite their first response. So they therefore gave me wrong information.

There were five or six interactions and each time i asked for an answer to questions 2 and 3 which they kept not responding.

A week later I received an opportunity to provide feedback which i did, where i commented that they didn’t get it right the first time, and they failed in responding to the questions that were asked.
Peter the Biker
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To TWG:

Wow!

Congratulations!

That's been the right way to increase reputation by B&O customer service.

Peter the biker

mbolo01
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mbolo01 replied on Sun, Sep 27 2020 12:28 PM

I interact very often with the support team.

At the beginning I was frustrated by the surprising initial answers, or questions, such what is the S/N or the software version of your product when these informations had been automatically added by the B&O app when used to open a case, but at the end of the day, they are doing their job by filtering the requests, asking basic questions or requesting to perform simple and obvious actions that often help the requester to self-identify the solution. This is a mandatory step to hope to go to the next level, and I now gently answer to what I'm asked. The support people are the messengers, so should not be "killed".

What worries me more is the second level, of what the support people call the "headquarters". I have complex issues for which I have spent quite significant time to collect evidences with various tech tools and for which the only answer I have, when I chase,  is "the headquarters are looking seriously at your issue" "or a fix may be produced in future versions" .... What I expect is issue acknowledgment, feedback from their side without having to chase, and progress status up to the point the case is closed .... and transparency.

Here is a typical answer to a case that will never have any follow up, but for which you may see a fix months after:

"We appreciate your interest in our brand and would like to thank you for your suggestion on how to make the app more accessible and user-friendly.We are glad to inform you that we have forwarded these errors to our app development team, in the hopes that it may be considered for future updates. "

I have several cases pending resolution, some since many months and for which there is no answer or no clear answer from B&O, e.g. BS Moment MoodWheel. Is it so difficult to say "we are sorry, we no longer support this feature that you pay for, here is our proposal ..."

 

BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1

Razlaw
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Razlaw replied on Mon, Sep 28 2020 12:48 PM
I submitted a question through the app yesterday/Sunday. First thing this morning/Monday I received a response that fully answered my question.

Beolab 50s Beolab 9s Beolab 12-3s Beolab 1s Beolab 6000s 2 pairs Beolab 4000s Beovision 7-55 Beovision 10-40 Beoplay V1 32 inch Beovision Avant 32 inch Beosound 1 (CD player) Beosound 3000 Beosound 5 Core Essence MKII Beoplay M5

Stan
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Stan replied on Mon, Sep 28 2020 3:50 PM

Sorry to take this thread off topic, but I can't get KNKX on my BS2, but can on my phone.  Very odd.  I like the Chicago area public jazz station WDCB, but have never listened to KNKX so I don't know how they compare.

On topic, my experience with B&O support has been mixed, but usually includes at least one pointless back-and-forth (either we need more details (which were included in the an earlier email), or they respond with a nonsensical answer (problem with the Eclipse? try these new AppleTV setting - which I don't own and never mentioned).

laseralex
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laseralex replied on Mon, Sep 28 2020 6:28 PM

Stan,

Thanks for checking on KNKX for me.  I'll check out WDCB, maybe it will do the trick for me.

I've also been in touch with the person at KNKX who is responsible for running their streaming servers.  I'm going to try to send him an M5 so he can tweak their stream settings until it works.  But really this seems like something B&O should be fixing the KNKX stream seems to be readable to everything other than B&O products.

Sources: 2x Beosound Moment • 4x Beosound Essence Mk II
Speakers: 3x Beolab 8000 • 1x Beolab 6000 • 1x Beolab 3 • 3x Beolab 2 • 4x BeoPlay M5 • 1x BeoPlay A6
Control:  9x Essence Remote  • 1x Beoremote Halo

Tassos
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Tassos replied on Tue, Sep 29 2020 7:31 AM

I agree more or less with everything mentioned above. Personally I use the customer support as a last resort of help simply because I have never had a single issue solved. I have asked many times for help about my Beosound Moment, none of them were answered. Some were forwarded to other departments but none was answered. I have asked them if it was possible to make a PUC code for an stb I am using and I was very pleased when the department responsible for the PUC codes contacted me asking for the model of the stb. I sent them all information available, even picture of the sticker at the back with all the S/N etc etc only to receive an email informing me that I can use one of the codes already available in the PUC list. My reply was that I have already try it and it doesn't work....I am still waiting for their reply!

As far as dealers are concerned I can't say much. In Greece we have only one who is distributing in Athens and Thessaloniki, and as far as I remember there was never more than one dealer. I totally understand that the dealer is an entrepreneur and his driving force is profit. The situation here in Greece has been super tough for luxury goods the last decade and I feel for him but the fact that they ask a full payment of whatever you buy doesn't make business sense for me. Back in the 00 they used to do up to 10 interest free installments, it was much easier to buy a 9000 euro TV paying 900 per month than pay straight 9000 and receive your TV after 2-3 months (although the sales person was kind enough to offer installation of the display product till the new would arrive).

I was studying in Bath (long time ago) and if I recall correctly you could get your product fixed in the dealer's store as long as it was something easy (battery change, software update of small in size products, a telephone keyboard changed, etc). This was super convenient as you could drop it before going to work and pick it up in the afternoon on your way home. 

To be fair I have to stress that there were many times that the B&O engineer here in Greece has come and picked my Beosound Moment from my house which is super convenient for me as it is around an hour drive for me to get to his office (Thanks Mr Nick)

All in all I strongly believe that there is much room for improvement especially with the customer support since they are at the front line. As far as dealers' are concerned I believe they should focus on making the access to their products easier. Making a 10%-20% discount if you spend double the money is not the right way for me. On the other hand making B&O products available in big stores like Dixons is on the right path, but financing the purchase of new products should be reviewed. Nowadays it is so easy to buy something abroad and ship it home (even if it is a 30kg TV) which is money lost for the dealer.

moxxey
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moxxey replied on Wed, Sep 30 2020 10:17 AM

Sad times, but I'll have to say I agree with this, too.

I've bought a lot of B&O kit over summer. I bought the H95's, had them one day, returned them via UPS after registering a return.

Heard nothing since. No confirmation of receipt, no return info or refund.

Tried calling B&O's support which they boast is open 24/7. Constantly in a queue. You can request a callback. No-one called back. Incredible.

I've emailed both emails they give for returns and customer services, they claim a 1 business day reply. No reply.

This is shocking for a luxury brand. As a comparison, send anything back to Mr Porter and it's instantly refunded. I had to send something back to Harrods recently and it was acknowledged and refunded the same day. B&O, 2 weeks after returning, nothing. Nada.

poodleboy
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poodleboy replied on Wed, Sep 30 2020 12:46 PM

"I've bought a lot of B&O kit over summer. I bought the H95's, had them one day, returned them via UPS after registering a return.

Heard nothing since. No confirmation of receipt, no return info or refund."

But you were smart enough to send it back through a competent 3rd party so you have recourse via UPS, avoiding the possible "empty box" response. 

Johan
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Johan replied on Wed, Sep 30 2020 1:27 PM

A year ago I bought some H6s for my daughters, and one is now acting up and influencing the iPad it is connected to. It could be the cable (with the controls in it gone bad) but I am not sure These headphones have 2 year warranty so I used the online option to report the problem (with serial number etc) in which some automated fault elimination happens. It ended with leaving my details and the promise I would be contacted by e-mail. with details for shipping. This was a week ago and I have not seen any e-mail. Could have made a typo in the e-mail address (unlikely).

I did order a (no controls) replacement cable from Steve in the meantime. If that all works fine I might order a new EUR 35 cable with controls.

I must also say that the BeoPlay A1 that  bought went faulty and was swiftly replaced. So mixed feelings here for now.

moxxey
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moxxey replied on Wed, Sep 30 2020 1:56 PM

poodleboy:

But you were smart enough to send it back through a competent 3rd party so you have recourse via UPS, avoiding the possible "empty box" response. 

That's B&O's choice. They send a UPS shipping label. They do that for everyone. B&O simply use a third-party logistics company to handle returns. It's not via B&O. And if the receiver claims it's received without the contents, nothing you can do whether you use UPS or otherwise.

UPS won't simply make a payout if a sender says 'it included the headphones' and the receiver says 'no it didn't'.

poodleboy
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poodleboy replied on Wed, Sep 30 2020 4:57 PM

moxxey:

poodleboy:

But you were smart enough to send it back through a competent 3rd party so you have recourse via UPS, avoiding the possible "empty box" response. 

That's B&O's choice. They send a UPS shipping label. They do that for everyone. B&O simply use a third-party logistics company to handle returns. It's not via B&O. And if the receiver claims it's received without the contents, nothing you can do whether you use UPS or otherwise.

UPS won't simply make a payout if a sender says 'it included the headphones' and the receiver says 'no it didn't'.

Fair point. At least with UPS you can know it arrived.

moxxey
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moxxey replied on Thu, Oct 1 2020 10:20 AM

poodleboy:

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 Big Smile

They really could do with improving their service though.

poodleboy
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poodleboy replied on Thu, Oct 1 2020 12:03 PM

moxxey:

poodleboy:

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 Big Smile

They really could do with improving their service though.

Amazing "coincidence". 

PaulGiles
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PaulGiles replied on Sun, Oct 4 2020 10:21 AM
Mixed here too.

My E8 gen2 stopped working, swiftly replaced with Gen3.

Although at one point I kept getting duplicate emails of product received, product not faulty etc.

All sorted in the end
Alsfeld
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Alsfeld replied on Sun, Oct 25 2020 10:14 AM

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.

moxxey
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moxxey replied on Sun, Oct 25 2020 11:15 AM

Alsfeld:

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.

AnalogPlanet
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...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?

ngnear
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ngnear replied on Sun, Oct 25 2020 4:03 PM
First port of call should always be the dealer who sold the product I would assume.

Particularly if we are talking about the higher end ( priced) products.

Griebel
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Griebel replied on Thu, Oct 29 2020 9:23 AM

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 Super Angry

moxxey
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moxxey replied on Thu, Oct 29 2020 9:42 AM

ngnear:
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.

seethroughyou
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Griebel:

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

This is what we call in Britain “being passed from pillar to post”. They can’t be bothered to help with such a simple request...shameful. That’s how little they think and care for their customers now sadly. All these tales, not to mention their atrocious software competency over the years, have stopped me from buying anything new now. No matter how good the product, if I can’t be supported when issues develop, then I won’t spend anymore.

I feel like a dinosaur harping on about the good ole days when Jensen/Lewis products worked and the B&O of the past looked after you.

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

The Beonic Man
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They are both are made in China.

BV11-46, BV8-32, V1-32, BS2, P6, A1, E8, BR1, Essence

matteventu
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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.
Unfortunately, I'm part of the second group. I am furious about how they're behaving with me and my H9 3rd Gen, I can *only imagine* how people who spent thousands of monies on their products must feel, when they have issues and they're treated this way.
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