Bang & Olufsen

I am writing into feedback about my unpleasant experience in Bang and Olufsen, Grand Hyatt this afternoon, 4th September 2019. The purpose of my visit is to send my B&O Beoplay M5 for servicing. There have been frequent connection drops, and I have to reconnect my iPhone X to the M5 again. This issue is frustrating and is affecting my enjoyment. Bang and Olufsen have been known as an industry player on high-end entertainment products. However, my speaker Beoplay M5 and the encounter I had in the shop at Grand Hyatt made me think otherwise. I was served by your staff, Jensen at your flagship store in Grand Hyatt. I told him that I was here to send the speaker for servicing. He gave me a short reply, “You have to send the speaker to Hong Kong.” I was shocked by his brief answer, and he did not bother to explain further. As we are all aware of the situation in Hong Kong now, I ask him more, “Am I suppose to take a plane to Hong Kong to send the speaker for servicing.” He has nasty attitude at work and all this while, he should have check with me what is the issue except for telling me to send to Hong Kong. As a sales personnel representing for a premium brand like Bang and Olufsen, he could be more helpful and at least have basic courtesy and good mannerism. It might be just a simple connectivity issue which can be solved in the shop. He was reluctant to even try and find out more. I have especially spent time to travel to Grand Hyatt to solve a speaker issue, and yet I was met with such poor customer service. Bang and Olufsen are famous and popular for high-end speakers. Is such customer service justifiable? My boyfriend spoke to him for a while over the phone and was also annoyed by his bad attitude. Only after more questions, but he also became visibly irritated to tell me to get FedEx service which they will collect it from my home address to send to Hong Kong. He was very impatient to explain properly and left me confused. I decided not to continue the conversation with him as it was apparent he was not in a good mood himself. When I said, “I am making a move.” To which he replied, “You cannot leave the speaker here just like this.” I told him, “When I say I am making a move. Of course, I will bring the speaker together with me.” His tone of voice was rude to me, and I did not say I will leave the speaker in the shop. It is not pleasant to make such an assumption. Furthermore, I was disappointed, yet there is no service recovery or words of apology. I hope your management can look into your staff attitude at work. As a customer paying for premium pricing, such customer service is unacceptable. I hope in future the quality of your service staff standard is able to match up to the premium image Bang and Olufsen is known for.

Bought a Beoplay H5. Even when new, battery lasted less than 1 hour of usage and even when unused, battery drains out in 2-3 days. Less than 2 months later, battery totally dead. Unfriendly design also makes it difficult to use. Ear buds do not fit properly.... very disappointed. Will stick to Bose from now on.

Was in the store with a friend looking for a earphone and speaker. Over heard a lady scolding a staff, I suppose she is probably someone senior there as it is pretty much obvious that it is about work. She has short hair and wears a casual blazer and sneakers. So much for a high end luxury brand but didn't know that the dressing could be that un-presentable. Anyway, as a customer whom is in your store, I thought that was very much unprofessional. If you want to lecture your staff, do it in a office or something. I could tell the staff on the negative receiving end looks dejected. After chiding the staff, the lady stormed out of the shop with a super long and black face. I am from the service industry as well and the experience we have had is completely unacceptable. Looks like you should send your people for professional training. This is a pretty much un-welcomed greeting that we received as a potential customer, or probably my friend and I wasn't even noticed. In the end we decided to make our purchase elsewhere as we love your brand. But I doubt we will be returning to your store with the unfortunate and ugly experience that we have encountered.

We have purchased a B&o system for one of our houses in Singapore from the entity that owns the rights to this brand (mj investments) - the service post purchase is horrible and they overcharge for servicing / outcalls when there are technical issues. You would expect minimal technical issue when you've spent over $60,000. I absolutely regret buying from this company - Please do not make the same mistake as me. I dealt with the manager Soren - once he's got your principal payment- he doesn't help after that and just looks for his next victim. Very unhappy and will not waste any more cash on a brand that's riddled with technical issues.

excellent lady staff with short hair. Ensured my warranty and knowledgeable and went off with a nice product.

It’s intensely annoying when stores don’t show their opening times on their website especially stores that are indolent and don’t open their doors on Sunday or at least by 10:30am - lost customer

Bought Beoplay E8 2.0 recently-- Very premium and good quality or charging case indeed, the sound quality of this TWS really amazed and impressed, especially on clear vocal and alto. Bass not their strength obviously ( can looking for Sony XM series if you prefer heavy bass ), treble could be better ( if you prefer good treble perhaps E8 3.0 will be better option ). Recommend run in the ear bud at least 24 hours first ( in total ), from 20-30% volume during first 8 hours then 50-60% volume for 8 hours, finally 70-80% for 8 hours. You will notice that the sound quality will much better after the run in. Good buy however only 4 Star rating due to high Retail Price. If discounted item below $300 then will be very perfect earbuds for this price range.

Very courteous and patient retail assistant. She is also helpful on teaching me on how to use the product that I bought. I have test the sample of the HX for a long time and I found it to be my ideal headphone.