Bang & Olufsen has HORRIBLE customer service...

I recently inherited the Beosound 2 2nd Generation with Google Assistant from my mother-in-law who passed away early on during the pandemic. The speaker was working amazing then it was not working at all.

I have been emailing their Customer Service Department since December 2020. The customer service has been lacking of any form of customer service. I have received didn't information from 6 or 7 different representatives. Each not knowing what the prior representative has discussed.

I was told the speaker was still under the manufacturer warranty based on the serial number provided. They then indicated because the speaker had not been registered with them They would need proof of purchase. I explained how I had come into possession of the speaker and unfortunately we were unable to locate the receipt. This also explained why the speaker had not been registered as my Mother-in-law was not very comfortable on a computer. One representative was kind enough to register the speaker using the date the speaker had been sold to retailer. I was thrilled and provided information they requested.  Today rep #7 informs me the information was never received.

Their response again was that regrettably they would not be able to honor the warranty without the proof of purchase. I understand they want to be sure the speaker was legally mine. But I am unable to provide that information.

I was expecting the highest level of customer service given the quality of products they produce and the reputation they have built over the years. But I was wrong. They would refuse service of a product that they confirmed to still be under their manufacture warranty rather than give a customer the benefit of the doubt.

This is unacceptable. And from reading other posts this is not an isolated situation it is the norm for Bang & Olufsen.

 

Marlee50

 

Sad to hear your experience with B&O Support. Unfortunately they need to get their game up to standards.

Do you know where your family bought the BS2? The dealer is able to give you way better service and he must have registered the sale on the serial number.

Good luck

Hmmm, even product still has to be registered for the end user/buyer, B&O knows to which dealer/partner the product has been sold to. Based on that, should be more flexible.

Looks like customer service is taking lesson from the BT support ... shame.

Pat:

Hmmm, even product still has to be registered for the end user/buyer, B&O knows to which dealer/partner the product has been sold to. Based on that, should be more flexible.

True, but the time between a dealer receiving a product and it being sold to the customer can be months and under consumer law, it's the date the customer buys from the retailer, not the day the dealer receives it from B&O.

B&O is terrible at customer service. I've experienced this myself. They clearly employ a generic call center to answer incoming queries and a poor support ticket mechanism where a support representative can log and find notes on the system.

Honestly, B&O fix this mess, and fix that god awful call centre.  

I too have had disgraceful customer service from that e-mailing (call) centre, i explained where i was and then the representative said "oh i dont' answer emails from Australia my colleague does" and then never answered the questions I asked.  This was 6 or 7 e-mails. 

B&O, just recapping the OP:

> It's an official B&O product with a verified serial number 

> It's been verified within it's warranty period (so why worry about the receipt)

> The customer is dealing with a death in the family and doesn't need this level of stress 

> The speaker was registered, yet your systems are so screwed up that there is no history of interaction and the customer has done everything and you're providing mis information . 

 

B&O: work it out and fix the customers problem.