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
Hi guys, Not sure where to direct my frustration with Beoplay Online Store, but I thought I'd give my rant a go here, to see if I am the only one experiencing this or if this is a wider issue. I bought a pair of EarSet 3i for my spouse as an anniversary gift (!). They worked fine and he was finally giving in to the fact that B&O manufacture quality things. That is to say, until this week, when they stopped working. Since I had bought them from Beoplay Online Store, I sent them an email asking what to do. The question was asked in Swedish (which seemed natural, as the page with all the fields were in Swedish). The response I got was: We apologize for the inconvenience. Unfortunately, we are only able to provide customer support in English, Danish, Dutch, French, German, Italian, Portuguese, or Spanish. Now, anyone who's Scandinavian will want to question this, as Danish and Swedish are not that different (i.e. if you claim to accept support questions posed in Danish, then you ought to be able to understand a simple question posed in Swedish). Also - am I the only one who has heard about Google Translate? I re-sent my question in English, waited 24 hours for a response which was We apologize for the inconvenience. Unfortunately, we are unable to assist you with technical support issues at the B&O PLAY Europe online store. Please contact technical support at: support@beoplay.com Again - how difficult would it have been to just forward my request to technical support? I guess where I'm coming from is the fact that this is supposed to be a B&O Store (albeit a Beoplay) - should not a B&O store stand for quality and customer support? I know - these are minor issues, but they irk me as they seem to be simple things that one would expect any common sense online service to help a customer with. Well. I hope that they will fix this and that I am the only one experiencing these problems.
Hi guys,
Not sure where to direct my frustration with Beoplay Online Store, but I thought I'd give my rant a go here, to see if I am the only one experiencing this or if this is a wider issue.
I bought a pair of EarSet 3i for my spouse as an anniversary gift (!). They worked fine and he was finally giving in to the fact that B&O manufacture quality things. That is to say, until this week, when they stopped working. Since I had bought them from Beoplay Online Store, I sent them an email asking what to do. The question was asked in Swedish (which seemed natural, as the page with all the fields were in Swedish). The response I got was:
We apologize for the inconvenience. Unfortunately, we are only able to provide customer support in English, Danish, Dutch, French, German, Italian, Portuguese, or Spanish.
Now, anyone who's Scandinavian will want to question this, as Danish and Swedish are not that different (i.e. if you claim to accept support questions posed in Danish, then you ought to be able to understand a simple question posed in Swedish). Also - am I the only one who has heard about Google Translate?
I re-sent my question in English, waited 24 hours for a response which was
We apologize for the inconvenience. Unfortunately, we are unable to assist you with technical support issues at the B&O PLAY Europe online store. Please contact technical support at: support@beoplay.com
Again - how difficult would it have been to just forward my request to technical support?
I guess where I'm coming from is the fact that this is supposed to be a B&O Store (albeit a Beoplay) - should not a B&O store stand for quality and customer support? I know - these are minor issues, but they irk me as they seem to be simple things that one would expect any common sense online service to help a customer with.
Well. I hope that they will fix this and that I am the only one experiencing these problems.
Milton78: Again - how difficult would it have been to just forward my request to technical support?
BeoPlay.com uses Digital River, which is a US e-commerce company who's sole purpose is to charge your card and offer basic order-level customer service. They are located in the States.
We have exactly the same "issue" with our e-stores, but to be fair they normally do forward your technical request to our customer services team for support. Occasionally they do reply to a customer and give them our support contact info, like they have in your situation.
I think customer's associate a website as being run from the B&O head office and everyone is sitting in the same location. It isn't. Digital River are either based in the States or Ireland (depending when you contact them) and, when you contact the BeoPlay customer services, you are in fact contacting Digital River. So, fair enough, they don't do tech support. But they should open a support ticket for you and/or forward your email.
I had exactly the same answer as Milton when I sent them a request asking when Playmaker would be available for sale on their website!
And it still isn't, by the way..wondering why they don't seel it online, it is soooo designed for that purpose: light, compact, easy to ship, nothing too technical, and aimed at a younger generation that uses online stores..
I think B&O probably have a bit to learn with regard to e-sites. Another good reason to buy from a dealer, who will value your custom. Having had problems with earphones, the dealer will tend to just give you a new pair anyway or arrange speedy repair.
Peter
Digital River? As a cartoon dog used to say, "Ruh-roh, Rorge!"
I do not know if Digital River is still Microsoft's "downloadable software" administrator, but when they were circa 2010, they had the worst reputation of any organization I've ever dealt with. Somewhere above perhaps Satan but below the Department of Motor Vehicles.
Do we have it where, once again, Bang & Olufsen merrily jump into bed with idiots who over-promise and woefully under-deliver ?
Lee
Rich: I do not know if Digital River is still Microsoft's "downloadable software" administrator, but when they were circa 2010, they had the worst reputation of any organization I've ever dealt with. Somewhere above perhaps Satan but below the Department of Motor Vehicles.
Which is why we ditched them in 2009 for Cleverbridge (www.cleverbridge.com), a German e-commerce company. Digital River were very unreliable.
And, yes, Digital River still 'power' the Microsoft store.
Yeah.
I did go to my dealer, who said he would help, BUT, seeing that I bought these headphones online, the urge to help was less than what would be expected (which might have its explanations). It seems that one is caught in the middle - you do not get that much help from the online store, and since the dealer wasn't the one who sold it to you in the first place, they are less likely to give you more help than they absolutely need to.
I do hope that B&O will learn something from their e-shop venture; I do believe it is the way forward, but there is still a lot to do before the e-experience lives up the quality one might expect from a shop of this sort.
I had a wonderful experience with Universal Music on-line. My earphones broke about five days before the warranty expired. I phoned them up and was told to post them recorded delivery. I was then asked to phone them back with the recorded delivery number and a few hours later my full refund of money was paid into my bank. Exceptional service!!!