General Forum

Re: Beosund 9000 issue - advice needed

philball — Thu, 02 Dec 2010 14:04:21 GMT

Hello again,

Firstly I have to apologise for not updating the thread with an outcome, as a few of you have mentioned. Although to be fair, there hasn't been a resolution as yet and the situation hasn't changed but I'll put my hands up and I accept I should have kept the thread posted, so here's an update.

As you will remember I was on my third 9000, with each one following the same pattern of approx 12mths of good use, then it would stop playing cds and go into pause mode, getting progressively worse until unusable. We came to the conclusion that it was due to the software. Because I have an unusually large cd collection of about 3000 discs it appears that after playing a certain number of different cds the machine won't play anymore. Obviously it takes time to reach that number, hence each 9000 going wrong after a year or so.

My faulty 9000 went back to Denmark for testing and I was given a loan machine. They could not replicate the fault in Denmark but we assumed that was because the machine had reset itself during the time it was switched off. They did try loading it with many cds but the problem wasn't reproduced. I never heard back from B&O Denmark after that and that was the last update I had.

In the meantime I continued using the loan machine. Although ok for about 18mths, the loan 9000 has now gone wrong, just as the others did. I think the loan machine took longer to go wrong as I have not been playing so many different cds, hence it took longer to reach the limit.

I am waiting to hear back from B&O again as I find myself right back at square one.

There are several options:

Reset the 9000 to factory settings to see if that cures the problem, if it does I will have to do this periodically (every year or so) so the machine will keep playing. Change to a Beocenter 2 or upgrade to a Beosound 5.

None of the above is satisfactory but unless B&O change the software as previously suggested on this forum to rectify the siftware fault I don't see what else I can do.

I'm waiting to hear back from B&O and will update again when I know more although it does seem, at long, long last that they may have finally accepted that it is indeed a software issue, as stated here some time ago.

Once again, please accept my apologies for not updating. I appreciate that some of you were very interested in this forum but until this week I had nothing further to add as I had not heard back from Denmark in all that time.

Best wishes,

Phil

Re: Beosund 9000 issue - advice needed

joeyboygolf — Sun, 06 Jun 2010 02:06:43 GMT

Your problem sounds like the beginning of the classic duff laser effect. The CD mechanism will probably need replacement.

In the meantime, try cleaning the laser lens.

Re: Beosund 9000 issue - advice needed

pipesm — Sun, 06 Jun 2010 01:19:15 GMT

Interestingly enough, I have a similar problem. Sometimes my machine will just quit playing for no reason, when I load in a new CD, it will spin in reverse for a while then quit. If I select the CD again, it usually plays. I have several hundred CDs, and use the machine a lot. I wonder if I too may be seeing a memory full issue. I played with the naming option a bit, but only have 10 to 20 discs in the name memory. I always felt that 200 names is a very small limit, as I probably have in excess of 1000 discs, and am always buying more.

Re: Beosund 9000 issue - advice needed

philball — Tue, 17 Feb 2009 15:29:57 GMT

Hello,

I finally have the resolution I've been looking for for the last three years. Please see thread: http://forum.beoworld.org/forums/t/24459.aspx for details.

Many thanks to all those who have offered support, guidance and advice - it's been invaluable and very much appreciated.

All the best,

Phil

Re: Beosund 9000 issue - advice needed

Dave — Thu, 22 Jan 2009 23:01:12 GMT

9 LEE:

What an absolutely fascinating thread - it's amazing how logical Keith is.. Sherlock Holmes could learn from him!

I'm really glad the problem has been pinpointed - and after all that time too. Makes you proud to be a BeoWorlder!!

Lee

I agree 100%

Have been following this with anticipation, what an odd problem too. Look forward to B&O's soloution

Re: Beosund 9000 issue - advice needed

nmartin771 — Thu, 22 Jan 2009 15:32:23 GMT

bayerische:

That's just awful!

Typical paper pushing. I'm in the same situation with my BMW right now, just excuses to take any responsibility!

I was in the same situation with my MINI (also BMW) I don’t know why companies that have great reputation of services and communication with costumers doing this !

We should be more stronger and never give up ! Cos this is really embarrassing, you pay premium for product and SERVICE and after all you get "just excuses to take any responsibility"

Honestly I'm sick of this, and if I need I will go to the press or ....

Re: Beosund 9000 issue - advice needed

Jandyt — Thu, 22 Jan 2009 15:25:04 GMT

Great news Phil!
Hang on in there, thre's light at the end of the tunnel now.

Andy T.

Re: Beosund 9000 issue - advice needed

philball — Thu, 22 Jan 2009 15:16:49 GMT

***UPDATE***

B&O Denmark are now aware of the issue and want to view this thread with interest. I will report back once I hear from them after they have read this.

Re: Beosund 9000 issue - advice needed

bayerische — Mon, 19 Jan 2009 14:07:54 GMT

That's just awful!

Typical paper pushing. I'm in the same situation with my BMW right now, just excuses to take any responsibility!

Re: Beosund 9000 issue - advice needed

philball — Mon, 19 Jan 2009 13:57:47 GMT

***UPDATE***

I am now writing to say how utterly disappointed I am with B&O UKs response to this problem. After fighting for 3 years to get this issue recognised as an inherent fault with the machine, countless phone calls, trips to Birmingham (400 miles), trips to Exeter, having the engineer come to my house twice for tests, repairs and replacements I would have thought that B&O would be grateful to myself and all the contributors (especially Keith) on this forum for finally getting to the root cause of the issue, something they have refused or been unable to do themselves.

I spoke to the shop where I purchased the original unit from today and said that if they cannot put this right (which appears as though they cannot at present) then the only alternative would be a full refund. The guy at the shop has been very helpful, understanding and listened very well. However, he phoned me back tonight to report that after speaking to the UK Technical dept at B&O they want the unit to go up to Glocester with some of my cds to be looked at. They have done this twice in the past with no results. I'm refusing to do this as I've already had tests and the engineer has been to my house to see the fault using my cds. I see that nothing would be gained by sending it to Glocester again other then I would be without the system.

When I bought the unit in Birmingham it came with an extended 4 year B&O UK guarantee which runs out in June however the Technical dept are trying to say that this is no longer valid as when I purchased the unit from the Birmingham shop the shop was a B&O franchise at the time however the shop is now under B&O UK control (same shop, same location). They are trying to say therefore that the shop I bought the unit from no longer exists and therefore my warranty no longer exists. The warranty, however came from B&O UK, not the shop so it is still valid and does still stand - I think this unhelpful and aggressive stance by the Technical dept is very poor. I have spoken to trading standards however, and I don't even need a warranty if the item was sold to me in a defective state and not fit for purpose as demonstrated by this thread.

After 3 years of one long headache I am incredibly disappointed that B&O are taking this approach. However, I'm not giving up now. It appears (as discovered by Keith) that all 9000 MKIII machines with software version 3.4 have this fault and it's only a matter of time before more start displaying the symptoms I have. It will be interesting to see if B&O continue to sell the 9000 even though they are now aware of the fault. Do B&O really want all this negative publicity, rather then trying to resolve this issue in a fair and right way.

I wonder what head office in Denmark would make of all of this - surely they want their products to be of the highest quality and I would have thought that keeping their reputation intact is paramount to them. I think this is extremely embarassing for a company of the calibre of B&O, .

Keith - any thoughts?

Many thanks for all the continued support.

Re: Beosund 9000 issue - advice needed

9 LEE — Sun, 18 Jan 2009 18:45:57 GMT

What an absolutely fascinating thread - it's amazing how logical Keith is.. Sherlock Holmes could learn from him!

I'm really glad the problem has been pinpointed - and after all that time too. Makes you proud to be a BeoWorlder!!

Lee

Re: Beosund 9000 issue - advice needed

philball — Sun, 18 Jan 2009 17:41:30 GMT

Hello Keith,

Once again many thanks for your interest and help in solving this issue. I've dug out all the serial numbers for all 3 units and they are as follows:

18503172

19442165

20359464 (this is the current unit)

As you can see, all 3 units are after the serial number you mention (18439498). You've managed to do what nobody else in B&O could do for the past 3 and a half years! You're a genius.

I'll be speaking to the B&O shop tomorrow - I'll keep posting further developments as they happen.

All the best

Re: Beosund 9000 issue - advice needed

Christian — Sun, 18 Jan 2009 17:24:42 GMT

Mine has serial 17076803 (which is supposed to be out of the danger zone), and I am almost sure that I have played more than 255 CD, and I have used all 200 memory positions.

The unit has not failed, but has the problem with 2 or 3 certain CDs.

Re: Beosund 9000 issue - advice needed

bayerische — Sun, 18 Jan 2009 15:05:49 GMT

Yes, and I forgot to say that mine was a expo demo model, so therefore it's a bit older than the rough 3 months I've had it.

Thanks Keith for not "making" me go trough more CD's.

Re: Beosund 9000 issue - advice needed

kimhav — Sun, 18 Jan 2009 14:50:09 GMT

Interesting thread; I'll going to check to see how many CD I've added and see if I can make some test here on my side as well on my Mark III unit. If it's a software issue that can easily be solved; I would assume that such upgrade would made available for whom ever needed it.