I think you should get a new one! They have tried repairing it and it still does not work. Time to start again.

Yes, really too bad 

Peter:

I think you should get a new one! They have tried repairing it and it still does not work. Time to start again.

 Well, it's now the 3rd time my BS4 needs repair. (I once had problems with the CD drive itself, okay this was repaired well so far, but then later the other problems i wrote came...)

It's also quite annoying that i always have to unplug my BS4 completely from my installation, then pack it into the original package, bring it to the service point, and then wait a week (and a week is fast i was told there), during this time i have no replacement BS4 or other similar device. Quite annoying, or am i to strict in that case?

I also asked about a new unit, but my dealer declined to do that, he said he is not obliged to do so, only repairs are included in warranty. So okay, i will see what the repair now shows... perhaps afterwards the radio doesn't work anymore... 

But if there are still problems after the 3rd repair session, i will ask my dealer to give me a new one. If this is not possible, i will give my BS4 back and buy something different. An this won't be a B&O hifi.

I would suggest contacting B&O direct. See if they are anymore sympathetic!

While you are indeed having issues with your BS4, the biggest problem you have is your dealer.  Firstly, they should be coming to you and collecting the faulty unit, that is under warranty.  Secondly, if a problem is reported within 1 month they should change it.  And lastly, if your dealer refuses to change your BS4 contact your national sale office and speak to the customer services, I am sure they will help you resolve this.

I have had a BS4 for nearly a year now and have had no such problems, however if I had, I would not be put off B&O by an unhelpful dealer, I would just take my business elseware.

Daniel Seiler:

I also asked about a new unit, but my dealer declined to do that, he said he is not obliged to do so, only repairs are included in warranty. So okay, i will see what the repair now shows... perhaps afterwards the radio doesn't work anymore... 

Your dealer obviously is confused as to what brand he is working for. Get in touch with the National Sales Office for B&O in Switzerland. It's best if you call them - explain your problem, and demand a replacement unit. You'll get one. 

Thanks a lot for your answers. I also think it's the dealer somehow. But anyway B&O should perhaps also choose more carefully who they entitle as a "Official B&O Service Point".

I now wait for next week and will see what my dealer tells me. I will ask him again for replacement. If he does not want to replace it, then i will contact B&O Switzerland.

I hope somwehre next week my problems with BS4 and B&O Service will be gone  

If it is any consolation, my first foray into B&O started in a similar vein. I had bought a Beomaster 2400-2 which developed a fault with the volume control - it would suddenly, and for no obvious reason , start turning up the volume till it was on full. One attempt to repair it occurred  but the problem persisted. At that point my dealer apologised profusely and replaced it without any questions. I bought equipment regularly from that point onwards. I wish they were still B&O dealers as they offered the best customer service I ever came across.

The company gave up its franchise which was clearly a mistake as they have since changed hands and have lost some of their best staff. Still buy music and instruments there! 

Actually the shop that does the B&O Service here is quite known and big. It has 4 different locations in Basel, one of them for B&O products only. So as they have also a big service center i tought that buying it from that shop would be a good idea, just in case of repairs or problems.... well, we will see next week how it will come out. No technician or service staff availeable today there.

Thanks for the advices, and i will keep you all updated  

What you've experienced is a standard problem for many luxury brands: treating the starting customer less well than the established, full range customers.

With the selection of products you have bought, you represent an entry-level customer for the dealer, as the products you have purchased do not carry the same Swiss Francs margins that some of the ultra-expensive ones do. But the dealer is forgetting that the day could soon come when you would be able to buy any of B&O's products - and they have already treated you in such a manner that you are considering getting your next HiFi from "anyone but B&O."

In the business, getting a new customer takes 3-5 times as much effort as keeping the ones you already have. Your dealer has forgotten this. 

Yes, you are right i think. It's too bad that this behaviour actually affects the reputation B&O has for me, but as i can not buy products from B&O directly and have service by B&O it's actually my dealer who represents B&O for me. So i am disappointed, true, most of all from my dealer. 

I will not drop B&O because of this, as it's obviously more a service issue than a techical one. But anyway, such a experience frustrates me...

And you know what? My BeoCom 4 now also begins to behave strange....  

It is difficult. Persevere with it Daniel, i've had quality issues similar to yours with BS4, (and we have a beocom 4 also) but have been lucky enough to have had a very good dealer that understands, that even though now is not the time when we are able to purchase the serious stuff, we WILL in future as B&O really do make special products. The service we've experienced has been exceptional.

Seems like i have to wait and see.

I will still stay with B&O i think. But if there are again problems with my service point next week, i seriously think about changing my dealer. The next official B&O dealer is a little more away, but that's worth for me if the service is better there. 

I would call the Swiss B&O office in Bassersdorf (0844/72-72-72) and complain about the dealer if this continues.

Unfortunately, my experience also shows that some large B&O dealers in Switzerland may sometimes demonstrate a quite miserable service and poor technical knowledge. My dealer's service has been quite good though (maybe because it is a small locally operating provider).

Hi beodim, nice to meet someone from Switzerland here 

Peter:

If it is any consolation, my first foray into B&O started in a similar vein. I had bought a Beomaster 2400-2 which developed a fault with the volume control - it would suddenly, and for no obvious reason , start turning up the volume till it was on full. One attempt to repair it occurred  but the problem persisted. At that point my dealer apologised profusely and replaced it without any questions.

My Beomaster 2400-2, which I purchased in London, had the exact same problem while in the US.  The American dealer replaced it after the first repair [or second?] attempt failed to solve the problem.  I got a new BM3000!  Great job B&O!  [but I do miss the rosewood finish a little.]  I can't seem to get that type of service and customer care out of the local B&O.

So i gave my dealer a call today morning. I had then a technician on the phone who tried to help me like "is your BS4 plugged in?" etc. So the result was (of course) that my card reader must be bad (what a surprise!) . Then i asked him to pick the BS4 up for a repair, but he told me that he has no time for that and i have to bring it myself. So that is what i will do in the next hour, bring it to the service point.... yes, i know.... bad dealer... but what can i do? i want my unit repaired. 

Update: 

 So i went to the shop just some minutes ago. Brought my BS4 in original packing there. Okay, went to the service desk. Then first they guy asked me to show him the warranty papers. Actually i did not have them with me, because last time they saw me and the papers was on saturday, so i tought they would remember, but obviously they do not. Okay, after talking a while, the guy found my BS4 in the shopsystem and saw that it is still under warranty and that i am the owner. 

Okay, then he made ready some papers. I asked him how long the repairs will take about, he told me one week. Then i asked him for a replacement system for the meantime, but no, i won't get one. Because first they do not have any BS4 around, and second they are not giving replacement devices anyway. Okay, i already was awaiting that, so no big surprise for me. I told him that i don't find this okay, but it did not really interesst him. So then he handed me out the repair receipt, and just for curiosity i read it.... and what was written there:

Brought for repair: 1x Beolink 7000 + SD Card 1GB + original case.

WTF?!!

Okay, i told him this, he obviously did not know the difference between a Beolink7000 and a BeoSound 4!! 

Getting mad and nervous now...

 

Daniel,

 

 

That’s really annoying what’s happening with your BS4 and that’s remind me about a bad experience I had with !!!!!   Samsung service (not B&O)!   

 

However, my first B&O product was a BS4. I arrived home, I unpacked it and surprise!!!!- there were fingerprints on the  alu base, the glass had some spots on it, the black finish was not good ( in 2 places). I was so unhappy about the fact that my Sony products were perfect and my B&O no. ….

 

First of all, I wrote an e-mail to B&O North America and explain them the source of my disillusion with the B&O products-    they contacted my dealer and told him about my issues … Then, one week later I visited my dealer (he knows all the details because he received an e-mail from B&O NA)  and he changed me the BS 4 and also he reimbursed me 200$(the price was 200$ less than the price I paid 2 weeks before). Remember, building a relationship with your dealer is essential! IMHO Do not attack him; just the products…

 

Finally, my BS4 is working perfectly, and recently I added to my collection a BC2, a BS3 cabinet, BL8000 etc…

 

 

I’ m happy with my B&O, but that does not means that I’ll buy only B&O in the future. 2 weeks ago I bought a Yamaha Sound Projector (connected to BS4) and a Logitech Remote that controls everything!.

 

In your place I would visit my dealer and speak to him face to face( it’s preferable instead of ask him on the phone for a replacement unit!!!  Who knows?

 

 

Kind regards,

constantine

Actually talking to him/them directly is what i did every time i was there. The problem is, that there is always an other person there when i visit the shop. So today it was someone different than on saturday when i picked up the BS4. When i call it's again someone different, the technicians are never the same person. The person who showed me the BS4 and sold me the unit is again someone different... Must be the problem of the big shops.

 I am really someone with patience and i also always try to talk to the people and find a solutions for the problems. But what can i do when they just say "No". There is not much i can do. 

Oh my god this is ridiculous! Dob you dealer in to B&O, and/or go to a different one!

Exactly David!

So, i just called B&O Switzerland. I was really pleased, the hotline is quick, friendly and competent. So i was connected to a service technician from B&O and told him my whole story. So his first comment was : "Wow, how bad!!"

So he asked me some further questions, and asked me about my dealer. He then explained me, that in Switzerland the warranty only covers repairs. No replacement unit or pick up/ delivery. But he also told me, that actually most B&O dealers do this anyway, and that he is negatively surprised that mine (as a big B&O dealer) does not do this service.

He told me that he will now give a call to the manager of my B&O shop, and that this issue will soon be solved. So now i am waiting to see what is going to happen. 

Well yeah. My dealer told me that B&O is great to work for because they are allowed to do whatever it takes to keep the customer happy, and even though they are not obligated to replace, pick up etc, they normally do! I hope something gets done about your situation quickly Daniel.

The definition of luxury is: no problems.

When a luxury purveyor exposes a client to a problem, it is immediately fixed, to the client's satisfaction, no questions asked.

If you wish to be seen as a luxury brand, it is your duty to ensure that this agreement between provider and customer is adhered to.

A 2 or 3 star hotel doesn't give you this guarantee, and you're ready to look through the fingers with some issues.

A 5 star hotel? No excuses. Just get it fixed.

"Can we offer you a complementary weekend stay for you and your companion, sir?"

It's interesting to follow this story. Clearly, you walked into the wrong dealership. Fortunately, there are other dealers. 

 

soundproof:

The definition of luxury is: no problems.

That's exactly what i think or at least what i thought. And that was the reason why i bought B&O, because i wanted no more problems.

But i am happy to see that B&O Switzerland is very friendly and that it seems like they will take care of this issue. So now it's just the dealer left. I hope a call from B&O will put him onto the right way again.