General Forum

Re: Beocom 5 disapointment.

BeoGreg — Fri, 04 Nov 2011 05:33:17 GMT

So after two weeks with the new software, my beocom 5 still works fine.

No more of the "out of the box" troubles.

Sound out of the speaker is impressive.

Nice product indeed.

Gregory

Re: Beocom 5 disapointment.

koning — Thu, 20 Oct 2011 10:53:25 GMT

i will visited my dealer again.

this would be the third time.

Re: Beocom 5 disapointment.

moxxey — Thu, 20 Oct 2011 10:19:04 GMT

koning:

The problem still excist[:'(]

Not here, fixed since 2.3. Never had a problem where the Beocom 5 hangs up on speaker (since 2.3). Are you sure your phone "took" the software upgrade correctly? Sometimes you might have to upgrade again, or wait for 2.4 on 5 December.

Re: Beocom 5 disapointment.

koning — Thu, 20 Oct 2011 09:13:03 GMT

The problem still excist[:'(]

Re: Beocom 5 disapointment.

BeoGreg — Thu, 20 Oct 2011 03:54:22 GMT

That's it, since last night software is 2.3 instead of 2.1.

For the moment I didn't lost a conversation putting the phone on the speaker.

Whait and see...

Gregory

Re: Beocom 5 disapointment.

Mr10Percent — Mon, 17 Oct 2011 12:06:48 GMT

Purchased one last Friday. Works perfectly as far as I can tell.

Recieve a call, place it on the speaker....all works as supposed to...no cut-off or anything.

Nothing to critisie about it apart from having remember to reverse the phone when using it.

Regards

Re: Beocom 5 disapointment.

Large48 — Mon, 17 Oct 2011 02:47:17 GMT

The main issue I have with BC5 is the quality of the line for people on the other end.

The latest (maybe?) update I had done a month or so ago seemed to make my end sound better but I always get complaints from people the other end saying the line is crackly etc.

Maybe its when you also run broadband over the same line?

Re: Beocom 5 disapointment.

moxxey — Mon, 17 Oct 2011 01:41:41 GMT

Stoobietoo:

out-weighs the experience of letting the box be opened in store and software updated to a 100% working version.

You rarely get a "100% working version" with B&O. BS5 has had numerous updates, so has the BV7, Beocom 5, you name it. I think your idea is fine, but a bit impractical, particularly considering the audience. You misunderstand the general B&O audience. They are not technically clued up at all!

Re: Beocom 5 disapointment.

moxxey — Mon, 17 Oct 2011 01:38:10 GMT

Stoobietoo:

And that is my point entirely! If B&O items updated themselves first time you used them then there would be no issue but they don't. If you did a poll outside a B&O shop saying

But it's much easier for a computer or computer device, connected to the internet, to do this. It's much harder for a BV7. It takes an hour, an entire hour, to get the software updated on the BV7. There are numerous modules that need updating.

With Apple, if you have a service-related problem, you have to walk your device to their stores. Have you tried doing that with a 27" iMac or a 30" Cinema Display? For most users, this is impractical.

With B&O, at least they send around an engineer to update your TV and, frankly, I'm glad they do. This could easily go wrong. It's gone wrong twice with an engineer updating the firmware. And that's what software is, a firmware update, where you write new software to ROM. It's not a process that the average home user should undertake.

The B&O audience, as a whole, is generally tech illiterate. They are 45+ and one reason they buy the kit is that it "just works". Most of them wouldn't have any idea how to connect their TV to the internet to perform an update and most of them would panic if it took an hour to update the TV firmware. Worse, B&O can release BS3 updates every few weeks. Who would want to sit there updating their TV every few weeks? I know that's one of the frustrating parts of owning a Playstation 3 - the constant updates.

I do feel that sometimes we are now beta-testers for software updates and that B&O do not have extensive testing units to try all possible scenarios before a new update is released. A good example is the BV7-40 problems with Sky. They kept breaking this through software updates. But I bet they weren't testing it thoroughly at B&O UK. It was all done remotely, hoped they had fixed the issue and released a new build. Engineer despatched - at B&O's expense - for year another one hour upgrade. As I said above, mostly these upgrades went wrong and had to be re-done.

Upgrading your firmware on a TV isn't an easy process at all. Understanding the B&O customer base, I can understand why they are reluctant to turn on auto-updates for these devices.

Re: Beocom 5 disapointment.

EdouardG — Sun, 16 Oct 2011 16:16:02 GMT

It's this topic about the Beocom 5 issues that made me think about posting this one:

http://forum.beoworld.org/forums/t/41217.aspx

Cheers,

Re: Beocom 5 disapointment.

Stoobietoo — Sun, 16 Oct 2011 15:07:59 GMT

moxxey:

Remember that the hardware B&O produce *does* have the latest software installed when it leaves the factory. You're suggesting that dealers upgrade the software to the latest version before it leaves the shop. This is impractical for many customers and doesn't offer a good experience. You might be the exception, but no-one wants the dealer to start unpacking their products and connecting them up to a laptop. Doesn't look good for the customer, either. I can't think of any dealer who would do something similar, for any brand, including Apple - buy an Apple product and the first thing it does is look for the latest software, firmware update and so on.

And that is my point entirely! If B&O items updated themselves first time you used them then there would be no issue but they don't. If you did a poll outside a B&O shop saying

1: You can buy a Beocom 5, pay £450 and take it home right now but it won't work when you get home. We won't tell you there is an issue.

2. You can buy a Beocom 5 and take it home right now but it won't work when you get home. We are aware there is an issue but won't fix it becuse you might have to see it being connected to a PC and you won't have unpacked it yourself. You'll be happy to know it won't cost you to have it sorted because it is under warranty but you will have to make sure someone is at home when we call (on your other phone cos this one isn't working).

3. You can buy a Beocom 5, we will say that to ensure it works perfectly for you, let us unpack it, update it, pack it back up, while you wait 15 mins (or what ever) and take it home and it will work.

Which box woyld the consumer tick?

Once again, I can't imagine that the experience of leaving with a non working product (when there is a known issue and update that fixes it) but being the "first" to open the box and finding it doesn't work out-weighs the experience of letting the box be opened in store and software updated to a 100% working version. If they come to the house with the laptop you'll see it all connected in any event! And in the long run it will cost far more because a technician doesn't work for B&O for free. 15 mins in store or an hour or so round trip for the technician.

Let's not forget, we are not talking about every B&O item, just those few that don't work.

Stoobie

Re: Beocom 5 disapointment.

moxxey — Sun, 16 Oct 2011 14:22:30 GMT

Stoobietoo:

I'm sorry that you take offence at what I said, but I didn't mean "you" specifically!

This is not correct! I have a 4 year old Humax Freeview Box, it has had 2 OTA (over the air) software updates since I have had it and Humax sends out newsletters every few months saying when the next updates are due for many of their boxes.

I don't take offence at anything posted on a forum. Doesn't affect me at all.

What I mean about software updates is where B&O send an engineer around to fix issues, free of charge, as part of your warranty. Of course manufacturers provide software updates you can do yourself - the Playstation 3 receives these all the time, so does the Apple TV and many other similar situations.

However, none of these make the effort to come to your house to do it for you and, remember, most B&O customers are fairly clueless - one reason, frankly, why they walk in to a B&O store in the first place. B&O are one of the only hardware manufacturers who send around an engineer to upgrade your TV, when required.

Remember that the hardware B&O produce *does* have the latest software installed when it leaves the factory. You're suggesting that dealers upgrade the software to the latest version before it leaves the shop. This is impractical for many customers and doesn't offer a good experience. You might be the exception, but no-one wants the dealer to start unpacking their products and connecting them up to a laptop. Doesn't look good for the customer, either. I can't think of any dealer who would do something similar, for any brand, including Apple - buy an Apple product and the first thing it does is look for the latest software, firmware update and so on.

B&O sacked about a third of their software development team two years ago, this is a key reason for the software problems that we've all experienced lately. I agree it's not good enough and it's a real shame to buy a Beocom 5 which isn't working correctly, only to find that the latest software update fixes the issue and you have to get your dealer to update it.

B&O should add automatic software updates for all their products and, hopefully, that's the way things are going in the future.

Re: Beocom 5 disapointment.

BeoGreg — Sun, 16 Oct 2011 12:24:07 GMT

One more issue on the counter.

I saved two favourite numbers on line 1 (L1) and line 2 (L2) knobs.

It worked fine yesterday. Guess what ? This morning those two favourite numbers where gone !

I had to install theym again.

Incredible.

Gregory

Re: Beocom 5 disapointment.

Stoobietoo — Sun, 16 Oct 2011 10:28:15 GMT

moxxey:

Stoobietoo:

I can't imagine you really think that it is acceptable for B&O to allow stuff out of the showrooms..

It should leave the showroom with the latest software!

Let me tell you that I've had more issues with BV7-40 sw than most people. Please be more considerate when choosing your words. And more practical with your thinking.

I'm sorry that you take offence at what I said, but I didn't mean "you" specifically! Mind you, I would have thought that as you have had so much of an issue with your TV you would really have wished it had worked 100% from the day you recieved it. If given the choice of working 100% when I get it or working only after I have had it days, weeks or months and returned it (or had a technician out) to update, I know I would want it working correctly from the beginning.

moxxey:

1) You cannot expect a manufacturer to finish, box and provide small products to a dealer - which they then keep in stock - then, every time that dealer sells a product, expect them to get it out of the box, get their fingers all over the product and then update the software every time a customer buys a product. What sort of impression does that give to the customer? Most customers want to buy their products pristine and do the all-important unboxing themselves. They do not want their products unboxed before they get them home.

I still stand by the fact that if you are spending well over the odds on something such as a phone, I would happily wait in store, whilst the software was updated, if I knew it was going to correct a known issue. I would think the impression on the customer would be far better then them unboxing their fabulous purchase only to be let down by it not doing what they were promised it would once home. If I paid £30 for a cordless phone and there was an issue I'd take it back for a refund or put up with it, if I paid £450 (BeoCom 5?) I'd expect more!

moxxey:

2) SW updates are made available all the time. Indeed, taking the BV7-40 as an example, sw updates/fixes actually broke functionality after the release of the BV7-40 MKIII. There were all kinds of local UK Sky-related issues that kept cropping up each time B&O released a new sw update. In these examples, updating the sw to the latest version by the dealer is both impractical and can actually affect the use of the product. Like someone mentioned above, you do not NEED the latest software in every scenario.

The discussion began with a customer having got a phone home that did not do what it should as advertised, there was a known issue and apparently already a software update that has sorted it, and whilst I agree that you do not need the latest software in every instance, you should at least have the software that gives you a 100% functional purchase. especially with a known issue. I suppose what I should have said in my posting is not - It should leave the showroom with the latest software! If that means the store has to to do it, then it should be done! - but - It should leave the showroom with the software that gives 100% funtionality as per the specification and gives the customer what they paid for even if it means doing the update before delivering it/handing it over.

moxxey:

3) No other manufacturer updates sw for their products after the customer picks up their purchase. If Samsung ships a MK-I version of their new TV, it might sit in the warehouse for months. By the time the customer purchases this TV, there could be issues. Samsung's dealers do not upgrade the sw, nor do they send around an engineer to upgrade the sw.

This is not correct! I have a 4 year old Humax Freeview Box, it has had 2 OTA (over the air) software updates since I have had it and Humax sends out newsletters every few months saying when the next updates are due for many of their boxes. They also re-run updates regularly in case you missed it or bought new-old stock. My Samsung TV has had 1 update since I've owned it in 4 years, it was about 2 years ago and when I turned the TV on it gave me the choice of installing the update or not and if you did install, you can roll back at any time.

Take a look here for the schedule of manufactures who are updating over the air for the next few weeks - these are for freeview boxes and TV's etc in the UK and loads of manufacturers use this method. This is updated every week and you will see many maufactures booking their slot.

So whilst we may be a little obsessed with software updates, we should expect it to make our purchases 100% functional from the outset, but as items get older and issues become aparrent there are ways and means of ensuring the customer has a good experience. If software simply enhances feature for newer models, then I agree we shouldn't expect it, but if it is fixing a problem, we should.

My Beovision 5 does not have the latest software for controlling settop boxes as mine does what I expect in controlling the settop box I have. I bought it knowing what models of settop box was compatible currently or being able to pay for newer software. On the other hand, my Beolink Wireless 1s had to be updated to the current software because I purchased 3 units, 4 years ago and they worked as they should, I bought a new one last month and the new software meant it would not work with the 3 old ones. (B&O don't tell you this when you go in store). So I took my shiny new,(unopened) box home and after a very frustrating 2 hours of connecting cables, re-trying, moving recievers, swapping from recieve to transmit thinking I was doing something wrong, I came on here found the issue and found I had a choice of down grading to match the 3 old ones or upgrading the 3 old ones because the software is not compatible and will NOT work under any circumstances! If I knew it could NEVER work before I left the store, I would have been happy to wait whilst the box was opened software was updated. I had to arrange to take it back in when all I wanted to do was plug it in and have music in the room. Once it was updated, I took it home and within 5 minutes plugged had it in, pressed a button on each and it all worked.

It is all about the customer experience, that is all I am trying to convey. And whilst I am fully aware of limitations and practicalities, one does expect more when one pays more!

Stoobie

Re: Beocom 5 disapointment.

moxxey — Sat, 15 Oct 2011 13:18:58 GMT

Stoobietoo:

I can't imagine you really think that it is acceptable for B&O to allow stuff out of the showrooms..

It should leave the showroom with the latest software!

Let me tell you that I've had more issues with BV7-40 sw than most people. Please be more considerate when choosing your words. And more practical with your thinking.

Three important points here:

1) You cannot expect a manufacturer to finish, box and provide small products to a dealer - which they then keep in stock - then, every time that dealer sells a product, expect them to get it out of the box, get their fingers all over the product and then update the software every time a customer buys a product. What sort of impression does that give to the customer? Most customers want to buy their products pristine and do the all-important unboxing themselves. They do not want their products unboxed before they get them home.

2) SW updates are made available all the time. Indeed, taking the BV7-40 as an example, sw updates/fixes actually broke functionality after the release of the BV7-40 MKIII. There were all kinds of local UK Sky-related issues that kept cropping up each time B&O released a new sw update. In these examples, updating the sw to the latest version by the dealer is both impractical and can actually affect the use of the product. Like someone mentioned above, you do not NEED the latest software in every scenario.

3) No other manufacturer updates sw for their products after the customer picks up their purchase. If Samsung ships a MK-I version of their new TV, it might sit in the warehouse for months. By the time the customer purchases this TV, there could be issues. Samsung's dealers do not upgrade the sw, nor do they send around an engineer to upgrade the sw.

We've become slightly obsessed with software updates as a community. I'm not saying that B&O should be shipping "faulty" goods, but remember that some issues crop up locally - such as the Sky issues in the UK - and a customer in, say, Denmark will never experience those sw issues and, thus, their TV won't be "faulty" as you indicate.