benoit: I understand your bad opinion. I had several very bad sale and after sale experiences with the last dealer remaining in Strasbourg and I wrote a mail to Struer. After that Mr S... (the dealer) called me in my office and was very agressive and upset because I contacted Struer.
Your dealer called you in to dress you down? What a fool he is. A lot of people who are B&O dealers have missed the point, and behave as if their customers are lesser beings, forgetting who pays whom at the cash register. That's dumb, of course, both for the dealer and the brand.
I still feel the original rant wasn't entirely justified. As I understand it, the damage was even committed by a third party, a repair facility. Yes, it's one sanctioned by the dealer, and I would also be upset if I got the speakers back damaged.
Anecdote: one of the local dealers where I live contracted with an installer who began fleecing customers, stating ridiculously overpriced sums for installing cables. The installer's rationale obviously being that "they can afford it." After just a short while, though, the dealer's business was suffering, as customers were telling their friends how displeased they were.
In my experience, the whole point of "being with a brand" is because it delivers enjoyment and pleasure - when that stops, and the fault is the brand's, then just say bye-bye. I used to like Jaguars, after Ford began destroying them I would no longer consider buying one, for instance -- same with Saabs after GM began destroying those. This in spite of having been both a happy Jaguar and Saab customer, when the cars deserved my attention.