General Forum

Re: Main differences in service area?

Heribert — Wed, 26 Oct 2011 01:31:41 GMT

At the end the dealer is the most important part of the chain. B&O itself can support the dealers with a level 2 or Level 3 service. But as customer you talk to the dealer.

I am in the very lucky position that my dealer is very good. They do all the installation (one key factor of good service) free of charge and have always an open ear for any of my problems. He is also very knowledgeable and if he cannot answer he asks in Denmark and comes back to me later.

The big difference is most likely between real specialist stores and the mass merchandisers selling all the mass brands like Samsung, LG, Sony, Philips,... From these you cannot expect any service quality - but still it is the dealer.

Re: Main differences in service area?

elephant — Tue, 25 Oct 2011 12:39:15 GMT

If you search the forums here you will find some complaints about dealers and the service they offer

At the same time you will also find praise for dealers who "go the extra mile"

I would say that a challenge that B&O has is they have a fragmented approach to service

Some servicing is done through their B1 stores ... but not consistently across all countries

Some servicing is (was?) done by B&O service staff ... but has been spun-off/outsourced - which happened here where the local maintenance staff became owners of their own new company

A key factor in the dealer network is I believe the "age" of the store and its staff ... a lot of the stories of praise you will find are for dealers who love B&O as much as we do ... they are in the business for life (and love) and not for making the quick buck

Making a quick buck is an approach which is an anti-service culture

I do not know about other HiFi companies' approach to service other thann I suspect these days a lot of it will be "here, the new gizmo is cheaper to buy than to repair the old one" ... although that cost imbalance is also starting to show up at the low end of the B&O range and may become more prevalent with the move into the new sub-branc

Main differences in service area?

MrKristaps91 — Tue, 25 Oct 2011 01:54:40 GMT

I'm studying in University College of Northern Denmark and would be really pleased if someone could help me with my groups project about B&O. What are the main differences between B&O and other competitors in service area that excels the B&O company?