I would say that the speed and quality of the response is linked to the type of questions asked. If you contact B&O in Denmark directly by e-mail with a question not related to:-
- New product announcements
- "I have a problem why are B&O not fixing it" type of questions
- Configuration questions when connecting non B&O equipment
- Sales and warranty issues which are the direct responsibility of the dealer
then in my experience you get a reasonable response within a week and they are always very polite and if you offer constructive feedback they do listen and take note.
I think what upsets a lot of people, particularly technical individuals is when they give the answer "Please contact your dealer". A lot of the more technical customers do not like this, but in fact it is the dealers responsibility and it is for B&O in each country's responsibility to support those dealers by providing the neccessary information for their customers, but many dealers struggle to get that quality support.