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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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BOBrb
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BOBrb replied on Mon, Dec 9 2019 4:17 PM

It's not possible for you to contact a local dealer ?

w5bno123
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BOBrb:

It's not possible for you to contact a local dealer ?

Not if it was bought online, separate companies and different return process etc.
Forester1
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My local dealer has passed an email I wrote to him on to the boss of the UK B&O operation about the problems I have experienced.

I’m still waiting.

Jeff
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Jeff replied on Mon, Dec 9 2019 6:56 PM

Here in the US, try finding a dealer. The nearest one to me is over a days drive away. If I wanted a Stage, the only reasonable way to get it would be online sales.

Jeff

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

moxxey
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Forester1:

My local dealer has passed an email I wrote to him on to the boss of the UK B&O operation about the problems I have experienced.

This isn't going to help, apologies, but the point the dealer was making above was that dealers do not earn from a direct-to-B&O purchase, so should never be turned to for a 'I bought this online, can you make the effort to help (for free!)?'. Just bear in mind if the local dealer does help, he's not made a cent from the purchase and is doing it as he doesn't want to see someone suffer from poor service from the brand.

Always buy from your local dealer if you can! I'm not sure I'd ever spend over £1000 on someone online which is the same price from the high street, with post-sale support.

Forester1
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Suggested by Martin

I didn’t turn to my dealer for support about my online problem. It so happened that he mentioned them to the UK boss who in turn asked me to email details of my experience. 
Further developments. The online returns system doesn’t work because B&O have not yet included the Beosound Stage among the list of models on their system. My return has to be processed manually by HQ. It is said that they are very busy at the moment. It must be very busy since it is now ten days since I first requested a return and refund. All I need is their return address and postage label! 

Esax
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Esax replied on Tue, Dec 10 2019 4:47 PM
Wow, and I just bougth one to my wife.

Beovision 7-55 MK1 red, Beolab 10 red. Beolab 50, all black. Beolab 17 broken ice. Beolab transmitter. Apple tv4 and apple express 2.

Evan
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Evan replied on Tue, Dec 10 2019 6:32 PM
moxxey:

Always buy from your local dealer if you can! I'm not sure I'd ever spend over £1000 on someone online which is the same price from the high street, with post-sale support.

Best advice. Of course if there is a dealer you can find nearby that is convenient for you.

I had a friend buy a BeoLit 17 from B&O online. Turned out to be a sour grape and he struggled through the rough customer service that came with his online purchase in order to exchange it. I told him to go to a dealer in the first place, of which I think he had more than 1 to choose from in his metro area!

Beo4 'til I die!

w5bno123
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Have you updated the software or done a factory reset? Is it wirelessly or hard wired to a network or is the sound drop from a video output, if so what TV is it connected too? With some non B&O TV’s you need to switch off the TV’s internal speaker to fully enable HDMI ARC output.

Did you purchase from B&O directly or through a third party reseller?

We haven’t experienced any technical issues with the Stage so far. It’s a great product, maybe it just needs some technical attention with installation?

Best wishes
Beobuddy
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I'm also curious how the Stage was set up. I've experimented a lot with the Stage at different locations and haven't had any dropouts. But all the Stages were hardwired to the network. 

Forester1
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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.  And I prefer the TV more than the Stage. So I will look for other options.

Forester1
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I set up the stage I bought online. ARC to ARC and wi fi. My dealer didn’t change anything with the one I bought from him. He accepted a return immediately. I’m still waiting to hear from B&O about my first purchase, packed and ready to go back one day.

Forester1
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I set up the stage I bought online. ARC to ARC and wi fi. My dealer didn’t change anything with the one I bought from him. He accepted a return immediately. I’m still waiting to hear from B&O about my first purchase, packed and ready to go back one day.

Forester1
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27 Posts
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Bronze Member

I set up the stage I bought online. ARC to ARC and wi fi. My dealer didn’t change anything with the one I bought from him. He accepted a return immediately. I’m still waiting to hear from B&O about my first purchase, packed and ready to go back one day.

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