Bad experience - just a bad day, or?

l've been a passionate B&O customer for many years, and have filled our house, summer house and sailing yacht with fantastic, timeless B&O products; 2 x Beovisions, BS9000, BL8000, BL5, Beolit, A1, A2, H8, H9 etc. We've been very happy with our local B&O store at Sandnes in Norway; the sales staff there are dedicated, skilled, service-minded, trustworthy and very helpful! However, due to the economic downturn in this part of Norway recently, they haven't been able to take in a pair of the new BL90 speakers to the Sandnes store. I have for the last year really wanted to have the opportunity to listen to the sound of the BL90s, to try to compare these with our own BL5s.

Last weekend my wife, our second eldest daughter and I went to Aarhus in Denmark. During a ½ day shopping round in Aarhus Centrum on Friday 3rd of March, I observed that the B&O store at Klostergade at Aarhus C had the BL90 setup in the store - Great ! So while my wife and our daughter went to the Envii store at the other side of the road, I went into the B&O store at Klostergade.

In the store I contacted one of the two B&O sales staff (call him "A"). The BL90s were set up together with a large Beovision Avant set. Impressive demo constellation! I explained for him ("A") that we have a lot of B&O products back home, incl 2 Beovisions and BL5s. And that I plan to purchase the new OLED B&O (LG-based) Beovision when it is released, hopefully later this year. I also said to him that since our local B&O store in Norway don't have the BL90s, I would really enjoy to listen to these. He then said: "You cannot listen to the BL90s, since they are not connected. We are doing rebuilding/moving in the store". I then asked: "When will you be finished?" He said: "Maybe tomorrow". I then left the store, a bit disappointed.

When rejoining my wife and daughter in the Envii store at the other side of the road, I thought that my wife at least should get a look at the BL90s. Being an architect, she enjoys good Danish product design. Therefore, all 3 of us went back to the B&O store at Klostergade. We went straight to the BL90/Avant showroom, and there we started talking to another B&O customer. I explained the whole story for him as well - our wish to listen to the BL90s. He said that the BL90 sounded amazing! The other B&O customer and my wife then got the attention of the other B&O sales person (call him "B" - not the "A" person that said that the BL90s were not connected), and "B" said: "Of course you can listen to the BL90s !".  In the sweet spot mode, the BL90s sounded remarkable! Just amazing!

When leaving the store, we thanked "B" for the service. I looked for the "A" sales person, but he had left into the backroom of the store.

Walking in the streets in Aarhus afterwards, I got increasingly upset and sad. Sad on behalf of B&O, upset for how "A" have treated me. Why would a B&O sales person ("A") lie directly to a customer - claim that the BL90s were not connected and therefore not available for a demo? I would of course have understood if he had said that I needed to book a time-slot for a demo, or that their policy was not to give demos to customers that most likely would not buy a set from that specific store. I would have accepted that of course. But when "A" confronted me with the "Not connect - rebuilding - not able to give a demo" story, and then 10 minutes later - with the untouched BL90/Avant-setup standing exactly as 10 minutes before (identical power and signal cables - nothing moved) - the other sales person "B" just pulled up the BeoRemote One and fired the BL90 up for us....

Being a dedicated B&O customer who cares for B&O's future, I always reply to "Bang & Olufsen Customer feedback" surveys after buying a B&O product. But how could I give constructive feedback to them when NOT buying a product from a store?

I therefore sat down at a local café in Aarhus and wrote an email to Bang&Olufsen customer service (BeoCare), explaining my recent experience in that store. Since I haven't heard back from BeoCare regarding this request since last Friday, I therefore write this post to this forum.

This is the first time I've had such a bad experience with a B&O sales representative. I've visited a number of stores worldwide - never experienced similar behavior. But maybe B&O have changed policy for how customer should be treated in their physical stores, in particular when handling customers asking for a demo?? In my opinion, the B&O staff should still be trained to be open and honest. Never, ever, should they be untruthful to a customer. And I think that they should treat every B&O customer with respect, regardless if they understand that the customer is a tourist and therefore most likely will not pull the credit card for an Avant or a set of BL90s...

Anyone experienced something similar?

 

 

Not experienced that, and I can see how it was irritating. Being generous, perhaps the first salesperson didn't know that they'd been setup for a demo....

What I have noticed is that while some sales staff are very knowledgeable (of course no one can be expected to know everything), quite a few only have limited product knowledge....I asked various staff in different stores whether I could use an Essence remote to control a Moment using Bluetooth (which you can't), and some said yes...for my own specific reasons the answer mattered a lot, and it took much longer than it should to get the right answer....

Anyway, jealous that you eventually heard the 90s...

Hi Sandy, the "A" sales person wasn't any novice, that's for sure - he seemed to be quite experienced.

Anyway, by writing this post, I hope that B&O sales persons learn from this, so that we all can avoid having to deal with a B&O sales person being deliberate untruthful with us as customers.   

I know this experience with the sales staff. Sometimes I have totally been ignored in the Store (NYC) or one meets absolutely haughty shop assistants... or half a child the hardly notion has to which I have to go only like what functions. There I have partially more B&o products at home than they in the store. The least ones can answer professional question. But this is only my personal opinion and experience. I think earlier it was really better.

I listened to the 90's in the said store in Aarhus about half a year ago.

It was totally clear, that I would not (be able to) buy these and if I would I would buy them in my 'local' store.

I just had the time and wanted my son to listen too.

No problem at all - we had a nice chat, too.

I was there again a week ago - did not care for listening to them, so I don't know if they were connected.

Friendly staff - we talked about the new H4 and the Beolit17.

But I noticed, that they had just rebuilt the store (new look), so the BL90's may have been disconnected for a while.

However this guy (A) could have asked the other guy (B) before giving you a false answer.

There is simply no excuse to that!!!

Maybe he reads this thread and remembers ;-(

Anyway - you did get to listen to them.

By the way, the 90's are in the second shop i Aarhus, also - which is just 300 meters away from the Klostergade-shop.

MM

Connected or not

You wanna listen

Go and get them connected - you have a customer

It doesn't matter if you have 10s of B&O product or if you have none. Get them connected.

You never know on face value who has the money to spend on them.

Is this pretty woman or something.

Maybe he was 'pretty', but did not know how to connect them?

MM

Millemissen:

Maybe he was 'pretty', but did not know how to connect them?

MM

There is a tv - and there is a BV.

All pretty boys aren't clueless.

Orange mocha frappuccinos lol.

Anyway let's hope that people read this. Because it's unacceptable.

They're in the business of selling speakers. You wanna sell. People wanna listen.

Simplez

Aussie Michael:

Connected or not

You wanna listen

Go and get them connected - you have a customer

It doesn't matter if you have 10s of B&O product or if you have none. Get them connected.

You never know on face value who has the money to spend on them.

Is this pretty woman or something.

 

This is exactly what I thought.

 

Aussie Michael:

Connected or not

You wanna listen

Go and get them connected - you have a customer

It doesn't matter if you have 10s of B&O product or if you have none. Get them connected.

You never know on face value who has the money to spend on them.

Nailed it.

You should make a complaint direct to B&O customer services and let them know which shop you were in.... I would!

I'm sorry to hear about your poor store experience. I have not had that experience in any of the many stores I've purchased B&O products from. All have been friendly and knowledable. If you like the BL90's why not buy them from person "B" and have them shipped to your home? Or if not, pick another store, one you are more comfortable buying from. You do know they also available online from an "authorized" B&O dealer with full warranty? I've had a great buying experience from every store I've purchased from however there hasn't always been much support after the sale, for example: Purchased BS/BM5 from the Scottsdale, AZ store, 3 months later bought BL9'S. A week after the 9's arrived (shipped direct from Struer) that store closed. Purchased the Avant 55" from the LaJolla, CA store, TV was shipped direct from Struer to me, 3 months later that store closed Purchased 12-3's from the Austin, TX store right before Christmas. Called them in February for help, they were closed! Visited the Beverly Hills, CA store to listen to the BS35, dealer demoed the Moment, BL90's (fantastic) and the BS35. Bought the BS35 while I was there I feel your frustration too. I think we're all trying really hard to support B&O, just not sure how successful we are? Still waiting for the bugs to be worked out of the Moment before I purchase. Next will be the BV14 with OLED when available.

David1964:

You should make a complaint direct to B&O customer services and let them know which shop you were in.... I would!

I agree completely. Only through letters expressing concern or discontent do they become aware of bad customer care.

I am generally easy-going and not over-sensitive, but I am becoming exceedingly adverse to bad customer service.

After a particularly poor B&O service experience I wrote a letter to the managing director expressing my bewilderment and concern. It was promptly followed up with a personal e-mail and subsequent conversations with the person in charge.

Most people don't believe it is worth the time and effort to write and there is always the risk of appearing like a cantankerous old man, but my take is that as a concerned customer you do the company great service by letting them know where there is room for improvement.

I had thought the days of the superior B&O salesperson were long gone - as they should be. It makes no difference who you are; if you go into a store then you should be treated with respect as if you were the most important person they had seen all day - because you might be! B&O would hate to think anyone would be treated this way and I am sure it is very rare these days - I hope the franchise owner reads Beoworld and maybe he can have a quiet word with his staff.

My dealer is always welcoming and friendly - even to me who rarely buys anything anymore! (though I might be in the market for a TV sometime soon! - see if they are reading this!)

Joe:

Purchased BS/BM5 from the Scottsdale, AZ store, 3 months later bought BL9'S. A week after the 9's arrived (shipped direct from Struer) that store closed. Purchased the Avant 55" from the LaJolla, CA store, TV was shipped direct from Struer to me, 3 months later that store closed Purchased 12-3's from the Austin, TX store right before Christmas. Called them in February for help, they were closed! Visited the Beverly Hills, CA store to listen to the BS35, dealer demoed the Moment, BL90's (fantastic) and the BS35.

Joe, now that you've visited the Beverly Hills store, the countdown for that store's closure has begun! LOL (kidding) ... please don't visit any more US stores.  he he he

David1964:

You should make a complaint direct to B&O customer services and let them know which shop you were in.... I would!

 

Hi David - yes, that's exactly what I did: I sat down in a café in Aarhus approximately 30 minutes afterwards and wrote an email to B&O Customer service about this, describing what happened in very similar words to the text in my initial post. Since I haven't heard anything from B&O from this request yet, I decided to write a post in this forum, hoping that this could contribute to a positive change going forward.

The "pretty woman" analogue is actually quite appropriate - more or less how I felt it when being rejected with the "They are not connected" story.  

Hi BeoET,

I just wanted to drop a note to apologise for the experience that you had. As a member of the B&O office team, I have contacted the BeoCare team and made them aware of your recent experience so you should get a response from head office shortly. I am glad that when you finally got to listen to the BeoLab 90s that you found them remarkable.

It's great to hear that you have visited many stores worldwide and never experienced similar behaviour. I'm sure the Aarhus store will learn from this.

Wishing you a great experience next time you visit our store and a wonderful weekend,

Simon

Hi SimonS,

I have reactivated this thread:

http://archivedforum2.beoworld.org/forums/p/11335/197537.aspx#197537

because you also had a post there:

'I know this post is over a year old but this is a pretty cool idea, giving awesome loyal customers a 'toolbox' to become a B&O community Ambassador, with an open house policy and a customer sharing their passion too.  We should start a thread on this and see what the toolbox should be! I work in B&O and this could be something really interesting to put forward? Anyone else agree?'

Please notice my question there.

Maybe it is time to 'do something'?

MM