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
My Beovision 10-32 developed an intermittent crackling from one internal speaker. It is still under warranty and I left it with my local dealer on February 4th. It was sent the Cheltenham site for evaluation. A month later after hearing nothing I contacted the dealer who after a brief search told me the status was still 'awaiting parts'. Hardly a premium experience.
How intermittent was the crackling sound?
If it only happend once a month then I think they are doing quite well
Thanks. It was occurring for at least 25% of the time by the time I got to the stage of taking it in. my point is that they have now had the TV for approaching 5 weeks and we are still waiting for parts to make the journey from Denmark to Cheltenham. Given the amount paid and B & Os claims of excellence I do feel that I can be less than overwhelmed.
Not sure that it makes any difference but I have owned B&O products since 1984 and once delivered and collected items from the Cheltenham offices in the late 1970s as my father built some expensive shelving for them. I think I feel a little saddened more than anything else by experiences such as this as well as issues such as the H8 bluetooth / ANC problems - i have a pair to be returned as well.
I truly agree with you Mark. When I was studying business at college before my time at university, I worked on a weekend at a Panasonic Technics showroom. Panasonic promised any part within 48 hours up to the age of 10 years old of manufacture and my gosh, their after sales was truly first class. I was horrified to find my first B&O purchase, a Century hifi develop faults so quickly into my ownership with it. I have an A8 system but I don't buy into the brand anymore. I read too many shock stories on this site - particularly the H8 - obviously made in China for a very very very low price.
Mark: I think I feel a little saddened more than anything else by experiences such as this as well as issues such as the H8 bluetooth / ANC problems - i have a pair to be returned as well.
I think I feel a little saddened more than anything else by experiences such as this as well as issues such as the H8 bluetooth / ANC problems - i have a pair to be returned as well.
Are these the"old" serial number h8s? If so I'm sure you will be able to exchange them.
I have some of the latest versions in black and they have worked flawlessly for the three or four weeks that I've had them. Sound is superb. I'm currently upstairs with the h8s with my iPhone downstairs driving them.
Mark: My Beovision 10-32 ...
My Beovision 10-32 ...
They should have offered at least a temp replacement TV for the time yours is in for service.
Not a Beovision AVANT 32 DVD though ;-))
Ralf
Living Room: Beosystem 4, Beolab 7-2 (Center), Beolab 9 (Fronts), Beolab 8000 (Rears), no Subwoofer. Screen: Sony KD-85XH9096Dining Room: Beosound Essence MK II with Beolab 4000 on stands, fed by Amazon Echo Show 8Home Cinema: Beosystem 4, Beolab 7-4 (Center), Beolab 1 (Fronts), Beolab 4000 (Rears). Projector: Sony VPL-HW55Home Office: Beosystem 3, Beolab 7-4, Beolab 5000, Screen: Sony KD-55XH9005 on Beovision 7-40 stand, ML to Beosound 9000 MK3 and Beosound 5/Beomaster 5 (1 TB SSD version)Bedroom: Sony KD-65XH9077, Beosound Essence MK II with Beolab 6002 and Beolab 11 (all white, wall-mounted)
In storage: Beolab 5000/Beomaster 5000 (1960s).
Duels:[
They are the 'old' serial number - I just need to get around to taking them in - glad to hear your replacements are working well.
The Beovision came back to the dealer today (5 weeks after it went). It has a badly damaged aluminium surround. The dealer is furious, I am furious. Back it goes to Cheltenham to await a new surround to be shipped from Denmark. Both of my last two B&O purchases (Beolit 12 and H8) have required replacement. The major inovation recently has been a £55k vanity project speaker. All I can say is I am very pleased I am not a B&O dealer.
The company used to have clear pride in workmanship and in its innovative leading design.
It now gives the impression of a company that has lost its way and and its will.
Having bought my first piece of B&O in 1985 and regularly since then I doubt very much if I will do so again.
I am sorry to hear about your nightmare experience! Your TV should have never been returned to you in this condition if this happened at the repair facility.
Post sales is something that really needs to be improved in my experience. I have emailed the manager at my now closed dealer about issues and questions and have never received a reply back. When I called I got the reply "I meant to email you back but...". I haven't had a need to have any of my new equipment repaired, but I am wondering what I do now that all the dealers around me are now closed?
I have had software issues with the Essence and other products that I used the "Contact Support" email option to help resolve. It usually takes a minimum of 2 weeks before I get my first contact back. I have had an issue in for at least 5 months regarding high resolution AIFF files not playing on the Essence.. It took months before the local support staff gave up on the problem and referred it up the chain, with minimal contact. I received a request to supply a couple AIFF files for them to test, and that was over 6 weeks ago and have never heard anything back.
While I love B&O products, the way I am treated after the sale I kind of get the impression that I am not their target customer and they aren't very interested in me.
Good luck! I hope it doesn't take another 5 weeks to get your television back!
Mark: The Beovision came back to the dealer today (5 weeks after it went). It has a badly damaged aluminium surround. The dealer is furious, I am furious. Back it goes to Cheltenham to await a new surround to be shipped from Denmark. Both of my last two B&O purchases (Beolit 12 and H8) have required replacement. The major inovation recently has been a £55k vanity project speaker. All I can say is I am very pleased I am not a B&O dealer. The company used to have clear pride in workmanship and in its innovative leading design. It now gives the impression of a company that has lost its way and and its will. Having bought my first piece of B&O in 1985 and regularly since then I doubt very much if I will do so again.
after spending more than 60K on B&O products, I had a similar experience.
First, Beolab 1 black in MINT Condition sent to be repaired. Commes back with a lot of scratches at top and bottom. Dealer said that : did you took pictures before sending them to be repaired?
Second. My Beolab 5, mint condition also(almost 3 years old), back from repair center with the Back of the amplifier scratched all over. Dealer said: you have to contact B&O to send a replacement amplifier!!!!
Since then( 4 years ago) , no other purchase of B&O from the shop.....
So it seems that B&O in the UK have transferred their service work to a third party as of February 2016 and transferred staff there. Presumably another cost saving measure as no premises, no overheads and no inconvenient stock of spare parts for B&O to maintain.
Shame about the (ex) customers.
Yes, it is true that the Service Centre in Gloucester has now closed down. Most of the engineers have moved to the new service provider, and the service level should be good. I have worked within the brand for over 30 years, and for most of that period have used our own service department. However, on the occasions we have sent product to the Gloucester service base - usually TVs, have never had any issues with the quality of the workmanship. Sometimes repair turn around has been a little slow, but most repairs have been completed and returned in less than two weeks.
I spent best part of 20 years as service manager, then service director for a group of B&O stores before taking on store ownership, and generally, even today, if I place a spares order before 11am, it will arrive the next day, or at the latest within two days - which is pretty good as all parts come from Denmark, and if it's just a 10 pence resistor, then 10p I will pay - no carriage or shipping....
It sounds as though you have had a poor experience, and I am sorry to hear that.
Personally, excellent service is the cornerstone of our business here in Sheffield, something we take very seriously!
'Steps down from the pulpit once again' - sorry....
Thanks SHEFFIELD. I have absolutely no problem with the dealer here (and have had very pleasant encounters with several other dealer in the past. I do feel that the direction of travel for B&O must be somewhat challenging for dealer at times. In the past B&O managed to be both innovative and extremely high quality. I'm not sure they have the same mastery of digital technology - my impression is that they are often very slow to market and that quality issues are much more prevalent now than of old.
It does seem as though I may have ended up with the short straw just as B&O outsourced the service centre - I still remain unimpressed by the ongoing experience and lack of ownership or concern from B&O themselves (in contrast to the dealer).
kallasr: Mark: My Beovision 10-32 ... They should have offered at least a temp replacement TV for the time yours is in for service.
Well looking at the B&O website (ironically after they sent the post service survey before sending the Beovision) it seems that this is not the case.
Unless you pay for the Premium Convenience Service option of Essential Services (no pricing given). Only then will you receive 'priority service including loan products during repairs'. Tis is specifically excluded form other options and presumably for everyone not subscrbing to Essential Services as well.
If you do pay for this you can be sure that B&O 'simply care'
Apparently spending thousands of pounds on a product is no longer enough.
Leaving aside my personal rant this does seem to me to be a further sad development for a company that had such high standards of product quality customer care
I had my Beolab 5 repaired in Gloucester, service was brilliant repaired in 48 hours and perfect.
My beosound 5 has packed up now and has been sent to the new place in Swindon, and the service has been awful. Was told the main board had failed, that was replaced and it still wasn't working so a new HDD was required. I was told at first I'd have to pay for both, they have now agreed I only have to pay for the HDD.
I was told it would be a few more days whist they ordered the drive, that was 10 days ago. I was promised an update but have heard nothing. Nearly a month since I took it in now.
Not a step forward in my opinion.
991fan: I had my Beolab 5 repaired in Gloucester, service was brilliant repaired in 48 hours and perfect. My beosound 5 has packed up now and has been sent to the new place in Swindon, and the service has been awful. Was told the main board had failed, that was replaced and it still wasn't working so a new HDD was required. I was told at first I'd have to pay for both, they have now agreed I only have to pay for the HDD. I was told it would be a few more days whist they ordered the drive, that was 10 days ago. I was promised an update but have heard nothing. Nearly a month since I took it in now. Not a step forward in my opinion.
It sounds as though your experience has been worse than mine - commiserations. It is concerning that the new repair facility seems to attempt denial as the first response when things do not go well. After some initial difficulty in discussion with the dealership I have been told that the manager at Swindon drove up to collect the Beovision on Saturday with promises that it would be returned 'within a week'. B&O themselves have failed to respond to any communications from me.
I feel really sorry for everyone, years ago my first purchase was a BG1500 - it worked for a few years and then needed a part replacing, service was good though but that in the 80's and it went to Gloucester. Then when I was 21 I got a BV7700 brand new, but that had to be exchanged 3 times, each time because there was a scratch on the screen, the other new products I bought were a complete Beosystem 5000, all good, BS90000, BL8000 and BL1's at various points - no problems, 10 years ago a BS3000 - laser failed after 4 years. So not sure, seems quality can vary but then all products have problems at some points, it's the service that is critical when things go wrong if you are serious about retaining customers, especially when you have paid massive amounts of money for a premium product.
It sounds like B&O need to look at who is doing the servicing and repairs and maybe take a lesson from people like Lee and the other major resellers / repairers who offer excellent after and pre-sales service. Maybe a business opportunity for them to handle warranties etc?
So had a call today. My beosound needs another part! Another £350 and another few days. Been over a month now.
Not vey happy at all.
Apparently my Beovision may get back to the dealer tomorrow - 7 weeks after it went there. B&O themselves have shown no interest. I learnt today that in a further enhancement B&O in the UK will no longer accept any Beoplay returns via the dealerships - customers now have to arrange a courier pick-up to get a replacement for faulty items.
A final update. The Beovision raaived back at the dealer yesterday fully functional and in excellent condition. It is now back at home and all is good.
I have had very little feedback from B&O themselves apart from a very formulaic expression of regret. My dealer however has been excellent and felt strongly that B&O should be offering something more tangible in the way of an apology. We agreed that if offered I would be happy to receive a pair of H3 ANCs but I was very clear that I did not feel it appropriate to accept this from the dealer. B&O have now snt me an e-mail with a further aplogy and offering me a pair of H3 ANCs to be collected from my dealer.
I have been left with quite mixed feelings. I have been very happpy indeed with my dealer throughout (and have made this clear to him and others). He has worked very hard to try and sort out problems that were not of his making and I suspect that B&O's sudden interest is completely down to some clear commnication from him to them. Whilst grateful for the gift from B&O I am concerned about the service failures that I have experienced. I have been prompted to look critically at a number of aspects of their customer service and recent changes and I am not sure that they are sending the right message to customers (current or prospective) of such expensive equipment.
Thank-you to the patient readers of tis forum and especially to those who have offered advice or sympathy.
Nearly two months now and my Beosound is still not back. I rang them today after having no reply to my last two emails (last one got rejected because the recipients mailbox was full!) the person dealing with wouldn't take my call but was promised an update today.
I was told the final part would be in last Tuesday, it's now another week on and no update.
This new service centre is the worst company I have ever had this misfortune to deal with, how B&O selected them as suitable to represent their brand I have no idea.