BV11-46 and BeoLab14-2.1 - installation charges - doesn't seem right

I have recently moved to a new town in Switzerland so have decided to replace my old BV7-32.

I have deceided to take advantage of the BV11-46 offer whereby they throw in the BeoLab14-2.1 system.  Moreover I will get a Bluray player and an Apple TV integrated.

The local B&O dealer is happy to source all this equipment and install it for me.  However, in his quote there is an amount of CHF 1,290 (about USD 1,400 or GBP 880) for "installation and explanations".

I have been a loyal B&O customer for over 30 years and this is the first time I see such a charge.  In the past the dealer has installed the equipment "for free" if I pay the catalogue price.

Whereas I am happy to pay for any cables (in the quote there is already a charge of CHF 250) and perhaps installation charges for the BeoLab speakers (because the dealer is not making any money out of them), the proposed charge seems to be over the top.

So my question to the forum:  is there a new policy whereby B&O dealers now charge separately for installation/explanations of equipment you buy from them even when you have paid full cataloge price?

mullerm:

I have recently moved to a new town in Switzerland so have decided to replace my old BV7-32.

I have deceided to take advantage of the BV11-46 offer whereby they throw in the BeoLab14-2.1 system. Moreover I will get a Bluray player and an Apple TV integrated.

The local B&O dealer is happy to source all this equipment and install it for me. However, in his quote there is an amount of CHF 1,290 (about USD 1,400 or GBP 880) for "installation and explanations".

I have been a loyal B&O customer for over 30 years and this is the first time I see such a charge. In the past the dealer has installed the equipment "for free" if I pay the catalogue price.

Whereas I am happy to pay for any cables (in the quote there is already a charge of CHF 250) and perhaps installation charges for the BeoLab speakers (because the dealer is not making any money out of them), the proposed charge seems to be over the top.

So my question to the forum: is there a new policy whereby B&O dealers now charge separately for installation/explanations of equipment you buy from them even when you have paid full cataloge price?

This must be wrong.

It is reasonable that they charge for the hours it takes to connect your stuff together incl the bluray and Apple TV. Also if they need to do cabling and wall mounting of your BV11.

But nothing else.

Ask them to detail the price.

Or shop around....

If you pay the catalogue price, installation should be free, at the exception of cables and special work (if the dealer drills holes everywhere to make a "cable less" installation, it's different!)

I think B&O policy can be confusing. I bought my BV11 with a motorised wall bracket. The dealer was very helpful in providing templates, and the the hinge, in advance so that I could get the hinge set up so that the dealer could then simply mount the TV and make the connections from the cables I had pre-installed.

However, if I am not mistaken, according to the installation instructions the dealer seems to be expected to do the whole installation. This has surely got to be at an additional cost; supposing someone wanted to mount the TV on an unsuitable wall, or wanted cables burying in the wall rather than having them surface mounted? Incidentally, the instructions for the hinged BV11 do in fact show surface mounted cables/ ducting leading up to the TV entry point.... A solution that I would have found to be totally unsatisfactory.

You need to know what you want, what you want it to look like, know that it's possible, and then get a price. Don't just accept a dealer's quotation without knowing exactly what you are getting.

Graham

As long as it is a simple installation, it should be free of charge.

My dealer has never billed me anything for installation or delivery. Granted, my installation only included assembly of my V1, and connection of all the wires from my existing devices (Blu-ray + ATV), plus the initial setup of devices (IR, Button on Beo4 etc.).

But I also needed a new HDMI cable for my Blu-ray, and he made a new antenna cable as the old was faulty. This was also free of charge. 

If he needs to drill holes, neatly hide cables etc. Then I would expect a small fee. Drilling holes in your home is an "invasive" procedure which is irreversible with the risk of damage; and hiding cables can take quite some time.

I can also add that my dealer is very helpful even when I need support for used equipment bought elsewhere. Just the other day he helped me with manuals for a Beolab 14 I bought elsewhere (the manuals aren't online yet), and he fixed the warranty to my name. He even offered to switch two of my used floor stands for two ceiling mounts (which I need).

To be honest it's this kind of service from my local dealer which makes me come back, and use them as much as possible. For me it's a part of the B&O experience!

I think you need to tell us a bit more about the installation.

 

If it's just a matter of your Dealer transporting the stuff to your home, and setting it up, then it should be free.

 

Complete installation with hidden cables, mounts put up on walls... Then it's minimum  a day's work for 2 guys I think, can't be free. 

mbee:

If you pay the catalogue price, installation should be free, at the exception of cables and special work (if the dealer drills holes everywhere to make a "cable less" installation, it's different!)

Why?

It could be part of a bargain - but you can't take that for granted.

As bayerische wrote we need to know more about the installation.

What is expected from the buyer - hidden cables from the BV tothe bluray player/antenna/power - hidden cables to/from sub/satelites etc?

Greetings Millemissen

Same for me in France.

After twenty years of ownership and no charge pay for delivery, I've been quoted 150 € for the delivery of my parents bv11.

I just refused and got "a discount", ie no delivery charge.

I wasn't happy when the dealer asked me to pay for the delivery, I thought it was a bad joke !

I've been told the 2.1 Beolab 14 offer had a cost for the dealer, who seems to try to get it back...

As far as my same order is concerned, I got the free installation when I finally decided to have the TV on the floor stand. Otherwise, I should have paid to have it fixed on the wall, which seemed obvious when you consider the amount of work.

I haven't succeeded to get a good price for two more rear satellite speakers...

Whilst I can understand the view of people believing that installation should be included I also believe that there should be a charge.

Times have changed, in the days of the Avant it was pretty much just plug and play, now with various obscure set top boxes, networking, wall mounting, cables needing to be chased etc there is more work to do and what can seem like a simple install can still take time. I used to work in a London B&O store (2008-2011) and in the most the sales staff would be the people doing the install and that presented it's own problems - after all they were hired on their ability to sell not install product. We also had a team of two guys which we sub-contracted out to which were very professional and were able to carry out all work including wall mounting and chasing of cables, even providing power to active speakers. I now work for a custom install company in London and I can tell you there are no freebies and people don't expect there to be. Customers understand that we need to pay for vans and properly trained staff to get the job done properly and to the standard they expect. To be able for us to pay for that we have to charge for it and we don't have the fancy high street premises to have to pay rent on. Whilst B&O is obviously a higher margined product than the Panasonic's and Samsung's that we mainly sell even the B&O margins are falling.

Rant over!

Many thanks to you all for your considered advice.  And the speed at which you gave it!

I accept that there are things that I should be happy to pay for because they are over and above the act of installing a new BV11.  For example attaching the TV to the wall and wiring up the (free) speakers and integrating the non-B&O devices (Apple TV and Panasonic Bluray).

So in the meantime I have had a "chat" with the dealer and we have agreed a much more reasonable amount. He has already installed my old B&O audio system in the main room and the work was of very high quality so I am rather pleased to continue this relationship with the local B&O dealer in my new town.

He also gave me some money to take my old BV7 in part-exchange so that is off my hands.

Moreover it seems that he can get me my new system delivered in the next couple of weeks!  Santa has come early this year.

Cheers, Mike

 

Indeed, set up may have a cost... but when you spend 10000 euros for a TV set ( around 6 or 7 Panasonic or a Samsung TV) you may expect another kind of delivery. Moreover, the Beovision 11 is a connected TV, which doesn't require any special tool to set it up.

Is the solution to stick £500 on the cost of every TV? Then everyone is happy?? (I don't think it is btw)

Also, the BeoVision 11 may be a connected TV but that just means it takes even longer to set up. An Avant was put on the floor, plugged in, and tuned in to 5 channels.

A BeoVision 11 - even a floor standing one - is likely to need the stand building, various brackets attaching to it, all the HDMI and PUC cables attaching to the correct sockets, and magically wrapped up in such a way that you can get the rear TV cover back on and see no cables, any cables external to the TV need to be put in custom length braiding, in such a way that they don't look bad but instead disappear, probably with a surge protection strip as you'll have a lot less sockets available than plugs for all those devices - that will need the plug cutting off and put through the braiding and the cable length shortening, the remote will need custom programming to your wishes and the needs of your equipment, all the power saving settings need changing, the tuner needs tuning, custom channel logos on your Beo6, the sound settings need changing - a lot if you have extra speakers - the sources need settting up, and naming, and testing, the PUC software needs downloading and testing, the IR blasters need to be located in specific places that differ by device, and testing, the TV needs networking and testing, all your devices also need networking and testing the TV needs a polish and you'll need an hours tutorial. All the rubbish will need to be taken away, which the dealer will have to pay for as commercial waste, two engineers minimum will be needed to lift the TV. There will be a cost to transport the products and the engineers. What happens to your old Tv? Trust me, its a 4 hour job to do a BeoVision 11 well. Need help creating a Spotify account?

And no one wants a B&O TV installed in less than an hour - it would be horrific by comparison. It wouldn't work properly, many of the features wouldn't be set up, it wouldn't be pretty!

Time for one of my quarterly contributions!

I think that everyone's a little right here from my standpoint as a dealer. We've tried to deal with the increasing complexity (and time & expertise involved) by breaking down the services to "installation" and "setup." Setup is free and involves delivering, unloading, plugging in, and just a basic setup. This is something that a salesperson might do or an installer might do. It does not involve breaching walls, electrical work, network configuration, etc. Those things are very time consuming and, more importantly, require expertise to really do them right. For that we charge, but will sometimes negotiate this rate as well. 

I think that for Bang & Olufsen to maintain its position as a luxury retailer and not just another cool electronics it has to consider a high level of service as "built in" to the overall margin structure. In the US (and probably elsewhere) this is what Apple offers in their stores. Being able to get nearly unlimited technical help and advice, often for free, is a major factor in brand loyalty. Of course they're corporate stores and their cost structure is different, but the customer doesn't really care about my business model. They care that they're paying a premium for a premium product and there's more to it than what's in the box. It's up to me to provide my bit and stay solvent. 

So I can't speak to specifics, but dealers like myself respond to loyalty and honest dealings. Always talk to your dealer and be honest about your concerns and intentions and you'll usually get a great result.

Well put Trip. I think for a TV at the price paid 'setup' should definitely be free, and 'installation' to be a cost..

TripEnglish:

 

So I can't speak to specifics, but dealers like myself respond to loyalty and honest dealings. Always talk to your dealer and be honest about your concerns and intentions and you'll usually get a great result.

+1

MM

Marco6474:

I've been told the 2.1 Beolab 14 offer had a cost for the dealer, who seems to try to get it back...

To my knowledge the dealer pays half of the cost of the Beolab 14-2.

+2,

Trip,

Thanks for letting us buy with confidence.

I'd like to add the US dealers I met are quite willing to provide you with the better solution and try to make a good deal for both parties. My recent European experience was quite not similar and some dealers seem have forgotten they should provide a premium service.

Marc.

just had a beovision 11 and a beolab 14 installation done in Toronto. charged about 1,000. for the installation. the installer was here for two days. no hidden wires. everything straightforward except the time to cure a buzzing sound.

"...for two days" ---  ???

How many movies did they/he watch?

MM