ARCHIVED FORUM -- March 2012 to February 2022READ ONLY FORUM
This is the second Archived Forum which was active between 1st March 2012 and 23rd February 2022
Dear BeoWorlders,
Would you mind sharing your BeoCare experience?
My concern are the following:
Since I acquired my BS Moment in February 2015, I have continuously reported my issues and request for enhancements to BeoCare. BeoCare has always answered, was very patient in reading my cases, exchanging by email, uploading and viewing my video/photos evidences, helping or acknowledging the issues.In September, following another recurrent DLNA issue, my Moment was replaced (my opinion was rather a software issue).
Since then I have all my new incidents unanswered, 6 in total and I'm a bit surprised, reason for sharing here. Am I a pain?
over to you!
BS Moment, BS Core, BG 4002, BC 4500, BS1, BL18, BL19, BL8000 + RCV1, A6, M5, M3, A1, P6 (tks Botty), H5, TR1
I wish I could say that I have had good experiences with BeoCare, but my experiences leave a lot to be desired. I don't have the Moment because it does not support AIFF or Airplay which I find fascinating, but I do have the Essence and have reported many issues with it and BeoMusic to BeoCare. It takes a long time before I get an acknowledgement from someone, and when I do it is as if they didn't even read my message completely. They typically say that my issue is because whatever it is isn't a supported feature and then I have to refer them to the Essence specifications. They then tell me they couldn't duplicate the issue using a different set of criteria, and the email subject is changed to seem as if I had reported a different issue. It takes a very long time to receive any reply, and I never know what is happening regarding the issue.
I also get the feeling that I am not an important enough customer.
Good or not-so-good experiences may be based by country. All of my cases are handled by someone in the U.S.
I contacted them only once to have infos about the Beoplay A6 floor stand availability in France (it is not out yet here, neither the A6, but the A6 is available in Germany close to where I leave...). Ahe only answer I had was to get in touch with a B&O shop in a country where it is available (without telling where...) and they suggested me to find one through the bang-olufsen website...
No response from a communication sent 12/18 regarding beomusic app freezing and playlists.
Tried to contacted three times but no answer from them. i will not lose my time in the future.....I am from Canada!!!
I had a very good experience with beocare and trying to get my MLGW working with Insteon controllers - I was contacting them from the uk but the issue was dealt with by a single point of contact in Denmark, who took a lot of interest in my issue. No experience of contacting them regarding the more recent music streaming products though...
Luke Spadavecchia : I had a very good experience with beocare and trying to get my MLGW working with Insteon controllers - I was contacting them from the uk but the issue was dealt with by a single point of contact in Denmark, who took a lot of interest in my issue. No experience of contacting them regarding the more recent music streaming products though...
My experience with contacting beocare has also been overwhelmingly positive - so much so that I actually took the time to email them just before Christmas and express my appreciation of the service received.
Sometimes it has taken a week or so before I have received a response, but generally they have replied within a day or two. The responses have always been courteous and polite and when they have been unable to directly answer my query they have usually managed to find someone else at Struer who was able to do so.
That's not to say that they have always been able to resolve whatever issue I was contacting them regarding. As an example, when I contacted them back in March regarding the bluetooth dropouts on my H8's, they responded quickly, acknowledged that they were aware of the issue and that it was being investigated, and said that they hoped to be able to resolve the issue but were unable to give any indication of timescales. They also offered to replace the headphones (but I opted to wait at that stage to see if the issue could be resolved in software and have only recently got around to returning them for replacement).
Although they weren't able to immediately resolve my issue, I still consider their initial response good customer service...
They confirmed they were aware of the issue and working on it: this means I don't have to waste time trying to work out if it is my phone or some environmental factor in play. Many other companies I've dealt with would have either not responded at all, or would have denied any knowledge of a problem.
They couldn't offer a timescale: that is entirely understandable to me - it takes time to investigate an issue and until you have concluded doing so it is impossible to say whether and/or how long it will take to resolve, and whilst it might not be what I wanted to hear, I'm much happier with that response than with the alternative which is an unrealistic timetable that would ultimately not be met.
They offered a replacement: so I had the choice between returning them to my dealer for a refund, returning them to Struer (or my dealer) for replacement, or wait and see if the issue can be resolved in software. None of these options are perfect - there wasn't another pair of headphones I would rather have had if I obtained a refund, I wasn't convinced another pair would necessarily be any better at that stage given the number of other users reporting similar issues, and I wasn't entirely satisfied with the pair I had, but it's hard to see what else could have been offered from a customer service perspective so I made my choice from the options available.
Admittedly, it would be easy to criticise the fact that these issues passed through design, testing, manufacture and quality control without being detected, but these things happen and they happen to companies with R&D budgets far larger than B&Os.
One common theme here appears to be the geographic differences in the level of customer service. Aside from mbolo's original post, most of the negative experiences so far appear to be from across the Atlantic. It would appear they have their own support team there whereas European enquiries end up with the team in Struer?
Kind regards,
Martin.
riverstyx: One common theme here appears to be the geographic differences in the level of customer service. Aside from mbolo's original post, most of the negative experiences so far appear to be from across the Atlantic. It would appear they have their own support team there whereas European enquiries end up with the team in Struer?.
One common theme here appears to be the geographic differences in the level of customer service. Aside from mbolo's original post, most of the negative experiences so far appear to be from across the Atlantic. It would appear they have their own support team there whereas European enquiries end up with the team in Struer?.
That might actually be possible.
I - too - have only good experiences with my (admittedly) few costumer service contacts.
It would be interesting to investigate, if they really have another/their own team in the non-european countries.
May some one could tell us, who (which person) has answered, when writing from the US.
Usually - when you receive an answer from the costumer service in Struer, the name of the contact person is mentioned e. g. Ina ***** *********
That might be a way to figure out, whether the answer (if any) is from Struer directly or not.
MM
There is a tv - and there is a BV
I presume you’re goal is that readers of the Beoworld forum not give a review about BeoCare, but indeed actually telling their experiences with this service.
I have not needed BeoCare a lot to solve an issue with a device or a question I have about, because normally thats the job of the dealer where you bought your device(s). That’s the service a dealer has to offer and its included in the package of a warranty agreement with you. That’s why BeoCare sometimes answers back with the quote: ‘Contact your dealer’. So I find it absolutely a normal procedure of a seller to his client.
I needed BeoCare just once, at that was in help after buying the Moment. Mainly because my dealer was on several questions incapable to give me answers about networking this device. Not expecting an answer soon from B&O, it surprised me a that Mrs.Ina almost give me an immediate reply on my mail.
She did’t brought an immediate solution and that was understandable, but asked for more details, details with a picture and details about my complete setup to pass it along the R&D department. What a surprise!
Did I finally get the answer I sought for? No,yes, not really… The answers I got weeks later from BeoCare were very helpful, more helpfully than my dealer could ever give me. But it brought not an end solution. The end solution came only after doing some investigation myself on my network, sending logs of the Moment and getting lots of software updates in return for the Moment.
Now I know that I was help full to B&O and others also, who mailed and seeded their logs to Beocare in bettering this unit. It brought attention to the R&D department to look deeper in to a problem.
Do I now have a good or bad experience with BeoCare? Yes, I have a good one. B&O brought their own media player in for them a new market and, for me at that time, it was one of the most stubborn you could buy and doing nothing of what you expect to do it. It rapidly grown to a more mature one, and I’m feeling glad-full thanks to my corresponding with BeoCare to be a small part in the chain that helped the child grown.
"Believe nothing you read and only half of what you see, let your ears tell you the truth."
Chris: I presume you’re goal is that readers of the Beoworld forum not give a review about BeoCare, but indeed actually telling their experiences with this service.
My 'goal' with my post above was to understand, whether there are different costumer services depending on, where you live?
This might (?) explain the differences in the experiences of different users on the forum.
If it really is so - and there really are 'quality differences' between these costumer services (which I don't think there are), it might (?) be something, that needs to be taken care of.
From an overall point of view, I totally agree, that the first contact should be the dealer (who can investigate and even consult with the right person in Struer). This is why I seldom use BeoCare for questions.
Millemissen:From an overall point of view, I totally agree, that the first contact should be the dealer (who can investigate and even consult with the right person in Struer). This is why I seldom use BeoCare for questions.
Totally agree, but unfortunately not all dealers are yet ICT-qualified for the last B&O products. In presume in future they have to take a service engineer with this qualification in house.
Or maybe they have to follow the same policy as our Linn dealer does: You wanna buy a Linn player? OK, I will come at your home and configure, rearrange and replace some hardware for this player if necessary. At an extra cost off course, but I guaranty it works as advertised.
Millemissen:the dealer (who can investigate and even consult with the right person in Struer)
Consult the right person in Struer? Hmm, that would probably the case where you live MM, my dealer has to take direct contact with someone in Holland, who is contacting Struer. Takes time and if your asking for an orange, you could get a lemon once it passed all those people.
Millemissen: May some one could tell us, who (which person) has answered, when writing from the US. Usually - when you receive an answer from the costumer service in Struer, the name of the contact person is mentioned e. g. Ina ***** ********* That might be a way to figure out, whether the answer (if any) is from Struer directly or not. MM
I don't want to give actual names for obvious reasons, but the responses have the following line in the signature block:
Bang & Olufsen America, Inc | 1751 Lake Cook Road, Suite 620 | Deerfield, Illinois 60015
"You think we can slap some oak on this thing?"
Mark-N: I don't want to give actual names for obvious reasons, but the responses have the following line in the signature block: Bang & Olufsen America, Inc | 1751 Lake Cook Road, Suite 620 | Deerfield, Illinois 60015
I did not want any actual names - your information is absolutely sufficient.
It indicates, that your requests are not going directly to Struer.
Chris: Millemissen:From an overall point of view, I totally agree, that the first contact should be the dealer (who can investigate and even consult with the right person in Struer). This is why I seldom use BeoCare for questions. Totally agree, but unfortunately not all dealers are yet ICT-qualified for the last B&O products. In presume in future they have to take a service engineer with this qualification in house. Or maybe they have to follow the same policy as our Linn dealer does: You wanna buy a Linn player? OK, I will come at your home and configure, rearrange and replace some hardware for this player if necessary. At an extra cost off course, but I guaranty it works as advertised. Millemissen:the dealer (who can investigate and even consult with the right person in Struer) Consult the right person in Struer? Hmm, that would probably the case where you live MM, my dealer has to take direct contact with someone in Holland, who is contacting Struer. Takes time and if your asking for an orange, you could get a lemon once it passed all those people.
1: The qualifications of the dealers... Long time problem, not solved (yet).
However, there is a huge difference between selling a Linn player and in selling an A6 or a BeoLit 15.
Of course I can't know, what is going on elsewhere in the world, when some of the more expensive B&O products are sold.
In DK you get installation support, unless you don't want to (or need it).
Of course this is a paid for service, unless you make it part of your deal.
Looking into the new 'Essential Servises by Bang & Olufsen' (which were discussed on the forum recently) imo clearly show, how B&O wants things to be handled.
2: If this really is so, the guys in Struer (imo) should really think of doing it in a different way. Seems to be to be quite 'bureaucratic' and probably even too expensive.
There is a tv - and there is a BV.
In reading the reviews, it's important to note that BeoCare really only exists for dealer or repair service support. Not end consumer support. BeoCare in the USA should only really be contacted if it is a BeoPlay product, you are an installer or service technician, or you if you are having local dealer problems. All Bang & Olufsen questions should go through a local dealer for answering. But we know how that can go as some of the reviews read......
Ah, you know... A little B&O here, a little there
In my case most of the issues I have are not hardware related but software related. For software there are many variables, so the problem will not be experienced by many. Dealers are not well equipped to handle these kinds of problems. I think that there should be an avenue for software issues, feature requests, and such to be reported directly to the software development team. It doesn't seem that normal tech support has any idea when it comes to software issues and they quickly try to write it off.
BeoMegaMan: In reading the reviews, it's important to note that BeoCare really only exists for dealer or repair service support. Not end consumer support. BeoCare in the USA should only really be contacted if it is a BeoPlay product, you are an installer or service technician, or you if you are having local dealer problems. All Bang & Olufsen questions should go through a local dealer for answering. But we know how that can go as some of the reviews read......
Thanks BeoMegaMan, I did not know this. The Customer service section of the current website doesn't make this distinction clear. Thanks!
Sal: BeoMegaMan: In reading the reviews, it's important to note that BeoCare really only exists for dealer or repair service support. Not end consumer support. BeoCare in the USA should only really be contacted if it is a BeoPlay product, you are an installer or service technician, or you if you are having local dealer problems. All Bang & Olufsen questions should go through a local dealer for answering. But we know how that can go as some of the reviews read...... Thanks BeoMegaMan, I did not know this. The Customer service section of the current website doesn't make this distinction clear. Thanks!
I don't think the "Contact Us" website is mainly for dealer/repair service support. My dealer encouraged me to use it, and the BeoCare engineer in charge of french residents directed me to my dealer only for hardware related actions.
It is true that B&O recommends contacting our dealers first as stated on the "Contact Us" page: "As always, your Bang & Olufsen retailer is your first stop for all your service queries."
Mark-N: In my case most of the issues I have are not hardware related but software related. For software there are many variables, so the problem will not be experienced by many. Dealers are not well equipped to handle these kinds of problems. I think that there should be an avenue for software issues, feature requests, and such to be reported directly to the software development team. It doesn't seem that normal tech support has any idea when it comes to software issues and they quickly try to write it off.
I fully agree.