Discussion
folks in a world where we are quick to moan about bad service i think it as only right to write just how great the customer service I have just recieved from B and W .
I contacted B and W some 10 days or so ago to enquire where I could get my Zeppelin repaired ( just over 2 years old so no warranty ).
The following day I was sent packaging and a prepaid courier label to return to them .
Within 1 week my Zeppelin was back in my hands repaired , outer casing replaced due to small scratch and a new 2 year warranty , how much did it cost me ? Absolutely nothing !!!!!
B and W I applaude you , outstanding levels of service , so if your contemplating a purchase of any of there products I can not recomend them highly enough.
I contacted B and W some 10 days or so ago to enquire where I could get my Zeppelin repaired ( just over 2 years old so no warranty ).
The following day I was sent packaging and a prepaid courier label to return to them .
Within 1 week my Zeppelin was back in my hands repaired , outer casing replaced due to small scratch and a new 2 year warranty , how much did it cost me ? Absolutely nothing !!!!!
B and W I applaude you , outstanding levels of service , so if your contemplating a purchase of any of there products I can not recomend them highly enough.
I have mixed feelings. Their stuff seems to break all the time judging by the amount of threads about them on here and other fora, but they seem brilliant when it comes to customer service, on that I completely agree. It'd be nicer still if it wasn't quite so unreliable in the first place though.
I have a pair of B&W 686 speakers I literally inherited. They've been brilliant, and were repaired by B&W in the past when the tweeter got mashed. Amazingly clear and go fantastically loud when driven by my Myryad MI120. My little Denon UDM31 micro couldn't drive them for s
t, though.
t, though.Stu R said:
I have mixed feelings. Their stuff seems to break all the time judging by the amount of threads about them on here and other fora, but they seem brilliant when it comes to customer service, on that I completely agree. It'd be nicer still if it wasn't quite so unreliable in the first place though.
I've used B&W for the last decade, and as we speak I am using 8 of their speakers. I am onto the third 'set' of front speakers, and never had a single problem with any of them.
The only problems I have heard have been for the 'Zeppelin' docks. To be fair that is not only a totally new venture for them in terms of what it does, but the price point is one which is in a different league to most of their gear.
I must be honest and say that even their low end stuff which costs a fraction of the top end has the same excellent service, despite the price point. You are getting 'high-end' service at a low end price.
JustinP1 said:
I've used B&W for the last decade, and as we speak I am using 8 of their speakers.
I am onto the third 'set' of front speakers, and never had a single problem with any of them.
The only problems I have heard have been for the 'Zeppelin' docks. To be fair that is not only a totally new venture for them in terms of what it does, but the price point is one which is in a different league to most of their gear.
I must be honest and say that even their low end stuff which costs a fraction of the top end has the same excellent service, despite the price point. You are getting 'high-end' service at a low end price.
Sorry for not being clear, but I was referring primarily to the Zeppelin docks. I am onto the third 'set' of front speakers, and never had a single problem with any of them.
The only problems I have heard have been for the 'Zeppelin' docks. To be fair that is not only a totally new venture for them in terms of what it does, but the price point is one which is in a different league to most of their gear.
I must be honest and say that even their low end stuff which costs a fraction of the top end has the same excellent service, despite the price point. You are getting 'high-end' service at a low end price.
Does the fact it's a newer venture at a lower price point make it more or less important that they project the right image of quality, durability and reliability, do you think?
I'm not being obtuse, and I don't wish to sound like I'm attacking what I'm sure is a great brand, but I've heard of so many of these things failing, mine included, that it's the first thing I think about whenever someone mentions B&W to me. It stopped me buying 2 of their other products - some pretty expensive floor standers and their P5 headphones. I'm glad their other stuff is great, but it doesn't excuse them from selling such unreliable stuff at the lower end of the scale in my opinion. If it was Apple or Sony you'd never hear the end of it.
I'd rather not deal with their wonderful service and have a reliable product personally, but perhaps my expectations are unreasonable.
Stu R said:
JustinP1 said:
I've used B&W for the last decade, and as we speak I am using 8 of their speakers.
I am onto the third 'set' of front speakers, and never had a single problem with any of them.
The only problems I have heard have been for the 'Zeppelin' docks. To be fair that is not only a totally new venture for them in terms of what it does, but the price point is one which is in a different league to most of their gear.
I must be honest and say that even their low end stuff which costs a fraction of the top end has the same excellent service, despite the price point. You are getting 'high-end' service at a low end price.
Sorry for not being clear, but I was referring primarily to the Zeppelin docks. I am onto the third 'set' of front speakers, and never had a single problem with any of them.
The only problems I have heard have been for the 'Zeppelin' docks. To be fair that is not only a totally new venture for them in terms of what it does, but the price point is one which is in a different league to most of their gear.
I must be honest and say that even their low end stuff which costs a fraction of the top end has the same excellent service, despite the price point. You are getting 'high-end' service at a low end price.
Does the fact it's a newer venture at a lower price point make it more or less important that they project the right image of quality, durability and reliability, do you think?
I'm not being obtuse, and I don't wish to sound like I'm attacking what I'm sure is a great brand, but I've heard of so many of these things failing, mine included, that it's the first thing I think about whenever someone mentions B&W to me. It stopped me buying 2 of their other products - some pretty expensive floor standers and their P5 headphones. I'm glad their other stuff is great, but it doesn't excuse them from selling such unreliable stuff at the lower end of the scale in my opinion. If it was Apple or Sony you'd never hear the end of it.
I'd rather not deal with their wonderful service and have a reliable product personally, but perhaps my expectations are unreasonable.
Sony told me to buy a reconditioned PS3 off them, and Apple shipped out the replacement part FOC out of warranty.
Sometimes stuff goes wrong. And sometimes there are faults in a design which don't appear until a year or more later. It is how they are rectified is the issue.
With B&W you are getting the service of a 'Bentley' or 'Rolls Royce' of the speaker world venturing into building an item built to a 'Mondeo' price point. Everyones a winner IMHO.
I have used a mid range B&W multi channel setup for home cinema/stereo use for many years now. Totally faultless and breathtaking sound ant any volume.
Bought a Zeppelin over four years ago and was very impressed with it. Coming up close to the end of the 2 year warranty, it developed a fault and statred making funny interference noises whenever I changed track. Contacted B&W, they sent out a box/packing and arranged collection of the unit. Within a week, I had a brand new replacement sent to me with a renewed 2 year warranty. Result!
Fast Forward about 2 and a half years from then and a couple of weeks back, the replacement Zep developed the same fault! Contacted B&W once more, they sent box/packing and arranged collection of the faulty unit. I told them that the unit was out of warranty etc etc and started asking how much the repair might cost. The B&W chappie on the phone told me not to worry and it would be repaired by them FOC. Just received the unit back on Tuesday, fully repaired AND with a new 2 year warranty! Top service in my book.
Keep it up B&W!
Has only made me want a set of their top of the range 800 Diamond series speakers all the more!! One day...
Bought a Zeppelin over four years ago and was very impressed with it. Coming up close to the end of the 2 year warranty, it developed a fault and statred making funny interference noises whenever I changed track. Contacted B&W, they sent out a box/packing and arranged collection of the unit. Within a week, I had a brand new replacement sent to me with a renewed 2 year warranty. Result!
Fast Forward about 2 and a half years from then and a couple of weeks back, the replacement Zep developed the same fault! Contacted B&W once more, they sent box/packing and arranged collection of the faulty unit. I told them that the unit was out of warranty etc etc and started asking how much the repair might cost. The B&W chappie on the phone told me not to worry and it would be repaired by them FOC. Just received the unit back on Tuesday, fully repaired AND with a new 2 year warranty! Top service in my book.
Keep it up B&W!
Has only made me want a set of their top of the range 800 Diamond series speakers all the more!! One day...
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