B&O Play customer services is a true disgrace!

Last Thursday I messaged B&O Play for a PDF of their latest Journal as they were advertising it on their Instagram. 

It's now Monday afternoon and I've had nothing from them except two messages from their Instagram saying that they are so busy with messages!

To me, waiting for a PDF that would take 15 seconds to send to a true disgrace. Sorry, but to me, with service like that, B&O come across as simply not being bothered.

This is the worst service that I've ever had in my life. What arrogant idiots. They really don't deserve any sales. One S3 sale cancelled.

 

I think that I would make a distinction between 'Customer Service' and a request for a brochure, the latter almost certainly going to a different part of the organisation altogether (or even an external publisher.)

Another thread on this forum concerning the S3 and BeoPlay customer service tells a different story altogether.

Graham

I have to agree with @vikinger on this.  Ina, at the Beoplay Customer Service desk and everyone else I've had dealings with - which is a lot recently after the A2 failure at update and now the S3, have all been fantastic.  Courteous, helpful, reply to e-mails promptly, listen and suggest remedies.  Excellent service.  Even asking me to send photo's of my collection!

Have you tried contacting the publication rep in the UK?  I get regular press updates following my attendance at the Avant Launch from a nice lady at Marlin PR in London.  I'll send you her e-mail via a PM as I don't want to publish it here.  Give her a try.

Dave.

 

Ina does an excellent job, really 👍

MM

Millemissen:

Ina does an excellent job, really 👍

MM

She has the right name too:

'Ina Bang Andersen (Ms) | Customer Service'.  No relation to Peter Bang though, I asked her!

Dave.

I think their service is excellent. I have been talking a lot with B&O and it always feels like they are trying their very best. It's something I value very highly.

Regarding the PDF, I kind of think you are over reacting. It's probably a hectic time for B&O/BeoPlay with new product launches with all that comes with it. PR, learning the new devices, sending them to retailers and customers, answering tons of emails about the new products and answering all of their other customers as well.

Remember B&O is a quite small and unique company. I almost always get a mail back from people I remember talking to before. I don't know any other company that does that. I value that as well.

By the way, why do you email them to get a PDF? Isn't it readily available to read on their homepage or blog? Sorry that you are so disappointed.

Is this what the fuss is about?

http://journal.beoplay.com/

Graham

Well I suppose Paul is within his rights to decide not to buy some quality S3 speakers just because B&O for whatever reason (assuming they actually received it) have not replied to an e-mail.  Personally, I think that's overkill in a fit of pique but we are all entitled to our thoughts and opinions and I suspect at some time or other, we have all been guilty of something similar - I know I have!.  I sent Paul the contact details of the PR people whom he has declined to contact, though sent me thanks for the effort which was appreciated.

I believe there are much more important things to get updat about - Syrian refugees, VW defrauding customers, Corbyn becoming leader of the Labour party, the Greek crisis etc but if Paul wants to no longer affilliate himself with the B&O brand for not getting a reply, so be it.

Dave.

I just took a look at BeoPlay Instagram..... And sure enough there is a chain of correspondence with Paul, ending with this:

• beoplayHello Paul
  
  Unfortunately this is only a sneak peak of the front page of the new The Journal.
  This version of The Journal will be available later this year.
  
  Best regards,
  Customer Service

So it's evident that it couldn't be sent, and the current version is on the BeoPlay site anyway.

Graham

Crazy.

It will take a lot longer than 15 seconds to find those emails that can be answered in 15 seconds - in case the expectation was that they would be handled in any other order than first come first served.

vikinger:

I just took a look at BeoPlay Instagram..... And sure enough there is a chain of correspondence with Paul, ending with this:

• beoplayHello Paul
  
  Unfortunately this is only a sneak peak of the front page of the new The Journal.
  This version of The Journal will be available later this year.
  
  Best regards,
  Customer Service

So it's evident that it couldn't be sent, and the current version is on the BeoPlay site anyway.

Graham

Yes, in any case the term 'sneak peek' and the phrase 'soon to hit the streets' would both have indicated to me that it was not yet available and that a delay / wait would therefore be inevitable.

As an aside - I presume the image on the cover is of the new H7 headphones which I a dealer told me are basically a Bluetooth version of the H6 (no H8 style ANC though as the passive noise reduction of the over ear design was apparently considered sufficient).

Kind Regards,

Martin.