Bowers & Wilkins レビュー 

I inherited a pair of faulty B&W P5 Wireless headphones, I contacted Bowers & Wilkins for some technical support to get them working nothing suggested worked. So it was suggested to send them in for repair. I was passed on to the repair department and as the headphones were in warrantee I was sent a pre-paid return box to send them back, so they were sent back. I was then told due to the nature of the fault they would be sending me a like for like replacement back. If this is not world class customer support then I don't know what is!! This is a typical example of the kind of quality and service that is sadly lacking in the majority of companies today. mentioning no 'apples' in particular if you know what I mean....

Great concept from B&W, however, after purchasing 6 X A7 Speakers, I spent the next few years having to constantly re-set them, reinstall the software re-join them to my wireless network because none of my devices could discover them.

Damaged my PX headphones after 6mths and enquired about repair options. Got palmed off to a local company who were less than helpful and suggested I claim off insurance rather than try get them fixed. Very poor customer experience.

This is solely a review on their Customer Service and not on their products. I have purchased the BW PX, which was an 'experience' in itself. With such a high end brand you would expect a smooth shopping experience. Nothing like that with a horribly outdated site and the need to contact their support for every small detail. I'm in the midst of returning it under the 60 day warranty and 2 weeks down the line, I still don't have any return details. No social media web care, long response time for every email/contact form that you send out. Generally extremely frustrated with their customer care which is almost non existent. I expect it's only a matter of time before they will realise they loose a lot of customers over this.

No longer support discontinued very expensive models since their USA acquisition of the UK firm who were always most helpful. They are now intent in producing so many indifferent designs for the domestic market with no interest in the professional market they used to serve so well,

Refusing to honor their warranty service because the seller on Amazon was not an authorized dealer.

Great products but they are expensive. My problem is their support. It is like the technicians are doing you a favor to speak with you. I used texting to describe several technical questions and before I could say boo the technician just transferred me to some "pay for support" site to answer my questions. First thing the site did was tell me I could call them for $26. For the price I expected much better support from Bowers and Wilkins.

First off, let me preface all of this by stating that I believe the products that have been manufactured/distributed by B&W are fantastic. The reviews support their great products and that is not the issue I am sharing today. This is solely focused on unacceptable experience with their service department over the past 2.5 months.

I purchased a B&W A7 Speaker in 2013 from an authorized dealer at full price ($799). Not a cheap speaker but it was fantastic when it worked. It has over the last year and a half started to overheat and fail, no longer working in a way that is documented online fairly frequently. When I purchased this speaker, I had the understanding that the speaker had a 5 year warranty like all of the B&W Speaker however I now understand that the warranty is only 2 years on the Powered Speakers. I learned this when I reached out to B&W Service on 11/2/2017 but again, not the purpose of my review.

Since November of last year, in exchanging emails with Joe in the service team, I have been strung along for months, including periods of time where I would receive zero responses to my questions (via direct email with a B&W Service Team Member). I was offered service options for my product, including service or a discounted new product replacement. I was told the options I had to move forward with however when I responded immediately, I wouldn’t hear from Joe for weeks at a time. I also placed two calls/messages to Rob in service which were never returned. I was basically given options and no instructions. When I asked for instructions, I didn't hear anything for weeks from the people who was emailing me from the service group (apparently he no longer works at B&W).

When I finally got someone new at B&W Service to respond to my ongoing requests to move forward with the new replacement option (still at a considerable cost which I agreed to), I was told the options weren’t actually as provided to me by Joe. I was told that their service had not been in a smooth transition during a facility more/re-organization which was the reasoning behind inconsistent and lacking responses. When I shared with the new team member the options that Joe had provided to me, I was asked to provide all previous written correspondence to them regarding the offers that were made to me. In doing so, they stated that the original person (mentioned above) who offered these solutions no longer works for the company and did not have the authority to offer them to me. Basically what was offered to me by Joe, in writing, wouldn't be honored by the service team. We are talking about service for a speaker that cost $799 dollars from B&W, this is the type of service I would expect from Best Buy.

I shared my frustration with the new service lead and asked that my feedback please be shared with a someone who cares about the customer and the issues I have experienced. I have heard nothing, my speaker doesn't work and I was so hopeful that I would be given some amount of care by the team so that I could remain a loyal customer to B&W.

I really hope this helps people in looking to B&W. I had hopes they would stand behind the offers made by their employees but if they wont do that, I don't know how to trust the products if an issue occurs. It seems of concern that when their products fail and employees offer solutions, that they wont stand behind them that they wont stand by their customers.

I will remain hopeful that someone else will reach out to me and care about loyal-customer feedback.

The Concept is amazing! And when it works I love it! I use these since I do a lot of commuting I can take calls while driving and listen to pretty much whatever I want for what feels like an unlimited time.

I purchased it and they advertise a period of time where you can return it if you don't like it.
My issue was the over ear detection, the biggest reason I purchased this headset versus another headset.
It started working off and on, sometimes it would leave the headset on all night, other times it was too sensitive and if I took a step it would go to sleep mode. So I was constantly changing the sensitivity on the app. Also, restarting it would usually get things working correctly for a couple of hours then it would act erratically.

I contacted them during that grace period, here is my experience:
Dec 1 - Called left a message on voicemail
Dec 1 - Sent a message through to the customer support.
Dec 7 - Called and left another message
Dec 7 - Sent another message asking if they had received my issues.
Dec 13 - I received:
Good morning Andrew,
Thank you for your email regarding the Bowers & Wilkins PX. What device are you using your PX's with?
Kind regards,
Joseph H.

I immediately replied explaining that I was under the grace period for returning them and would be happy to swap it out since I did like the headset.

Dec 21 - Hello Andrew.
based on the information you have provided and the fact it is happening on multiple items through the headphones i would recommend putting in a repair order to get the fixed for you. Please find the following link to open a repair request ....
Kind Regards
Mark B
Bowers and Wilkins

I put in the request figuring I like it as long as they take care of the issue I'll hang on to it.
Jan 8 - I receive a shipping label (NOT PREPAID) I wrote them concerning that, "I feel a little duped, I sent a message since I was under the 60 days of trying the headset out for it to start having issues. I did my due diligence and called and messaged long before the time was up. I don't feel like I should be liable for anything when they said why don't I look at just having the warranty repair it rather than return the headset.

I've never been charged by Fitbit, apple, or iRobot for warranty repairs. So it's definitely a different experience."

Jan 15 - Hello Andrew,
I apologize for the miscommunication in regards to the Shipping for the Heapdhones. Normally when we are aware of them being within the return policy we would recommend getting them swapped out for another pair in that regard first before we would have you send them in for service.

Thank you

Mark Brennan
Bowers & Wilkins

If you look above it's Mark B who told me to fill out a repair request, he had access to all the information and now he's telling me what they normally do.

Update - —-

Since by this point it had been a month I’ve already had to pay for the shipping since your representative did not take care of that.
The resolution I’m expecting is for you to swap out the headset and refund me the shipping expenses since that’s what should have happened from the beginning.

I've bought a number of Bower & Wilkins speaker systems over the years. The products are excellent and incredible quality. One of the products developed a fault and the customer support could not have been better. It was replaced quickly. I would highly recommend them.

Have P5 and P7 headphones. They're both excellent products. Great sounding & very nicely made. The P5s are great sounding on-ear travel headphones. The P7s are a bit more bulky but offer a more immersive and richer sound. I couldn't fault them to be honest.
I used to have an A7 speaker and I loved that too. B&W's design department are top notch. Their prices are a bit above the competition but they deliver on build quality & sound quality.

I have had my 603 speakers since 2002 and they have never been less than outstanding. They still purr and will shout the windows out if you ask them to. 15 year anniversary this week as I found the receipt earlier today.

If base heavy Beats are your thing then read no further. I stumbled across B&W in the airport where i found my P3s. To say I was smitten is an understatement. They are awesome. I have been trying to find a set of headphones for years that could deliver what I had heard others only talk about. The depth of sound is second to none. I think these P3s are the pinacle of headphone technology. Without a doubt. And yes! I have tried every brand you could think of and these are the best... By a country mile. The customer service has always been spot on as will be explained below.
B&W close your ears at this stage. I decided to upgrade to the P5s and was sorely disappointed. It was like the extra comfort padding muffled the divine speakers. I tried hard to get used to them because they really where comfortable but alas, I always went back to the P3s. So I emailed B&W to ask for a refund. Even being 2 weeks outside of my no quibble return, they still allowed me to return them for a full refund.
In my view, the P3s are the best headphones ever made. If your sceptical take the P3 challenge "I have done this with friends". Pick your favourite song. Take it and your current headphones to the shop and play it on both headphones. Not met a person yet thats thought theres was better than the P3s.
I was gonna give it 4 stars because there P5s were not what I hoped. But, their customer service and the fact they still make the P3s means they have to get 5.

Just wanted to share my awful customer experience with Bowers & Wilkins - Product stopped working after 2 years and minimal usage and always looked after - they do not want to take any responsibility for their faulty components and offer a charge service to repair items (nearly half the cost of the item when new) Then only offer to cover the repair for 90 days..
Beware when buying and go for a product at the same price range with a longer warranty as at least these manufacturers expect their products to last !

Ich wollte meinen Zeppelin der ersten Generation reparieren lassen, da dieser keinen Ton mehr von sich gab.
Erste Rücksprache mit dem B&W Service-Center Mr.X (techn. Leiter der Abteilung) war ziemlich aufschlussreich was die Kosten der Reparatur anging und dem allgemeinen Ablauf. Die Kosten sollten sich auf um die 80€ belaufen wenn überhaupt, da die alten Modelle teilweise ein fehlerhaftes Netzteil verbaut bekommen haben. So bestünde die Chance, dass es auf Kulanz repariert wird. Versand übernimmt komplett B&W laut Aussage von Mr.X "techn. Leiter".
Wie allgemein üblich, sollte ich das Gerät zum nächsten Servicepartner bringen.
-Gesagt getan-
Dieser wollte mich anfangs abzocken indem er Versandkosten und Verpackung aufsummierte ~50€... auf meinen Hinweis, dass B&W doch die Kosten übernehmen würde (ich hatte mich ja informiert), fiel es dem Mitarbeiter dann auf einmal wie Schuppen von den Augen...
Ich erhielt ein paar Tage nach Abgabe des Zeppelin einen Anruf vom Servicepartner (Auditorium Münster), über 200€ sollte der ganze Spaß nun kosten!?
Grundsätzlich für einen Zeppelin (betrachtet man die UVP mag das ja noch im Verhältnis stehen je nach Defekt, aber nicht, wenn das Gerät ca 6 Jahre alt ist und nur das Netzteil getauscht werden sollte)
Ich wollte natürlich wissen, wie der Betrag sich zusammensetzt.
Anstatt nur das Netzteil (wie vereinbart) instand zu setzen/tauschen, sollten auch die Frontbespannungen getauscht (35€/Stk) werden laut Kostenvoranschlag. Wurde so aber nie vereinbart.
Abzüglich dessen, wären wir dann in einem fast akzeptablen Preisrahmen für die Rep gelandet, dennoch wollte ich die Angelegenheit nochmal kurz mit B&W besprechen, da ich 130€ für ein nicht besonders kompliziert aufgebautes Netzteil recht happig finde. Dort wurde mir ja ein kostengünstiger und unkomplizierter Ablauf quasi garantiert.
Die Rücksprache mit einem anderen techn. Mitarbeiter von B&W ergab nicht viel mehr als Widersprüche der ursprünglich zugesicherten Leistungen. Leider zu nervig den ganzen Verlauf jetzt zu schildern.
Mr.X "seines Zeichens techn. Leiter" erwischte ich dann nach seinem Urlaub ca 1 Woche später, da dann aber nicht mehr so redselig und entspannt.
Nun fuhr er die harte Schiene... extrem unfreundlich und anscheinend allzeit bereit aufzulegen wimmelte er mich wortkarg ab.

Kurzum ließ ich den Zeppelin unrepariert zurückkommen und durfte nun 65€ für den Kostenvoranschlag bezahlen...

Jetzt kommt aber das Beste!!
Ich ging mit dem Netzteil (Reparaturanleitung gibt es auf ifixit.com bzgl Ausbau des Netzteils) zu Omega in Münster und dort sagte mir der nette Fachverkäufer: da ist nur eine der drei Sicherungen auf der Netzteilplatine kaputt. Kostet 40Cent.
Neue Sicherung eingesetzt und siehe da... der Zeppelin läuft wieder astrein!
So kann man sich auch seine Kunden vergraulen.

I discovered C5 inner ear headphones around 1.5 years ago and wow It's changed my listening experience. I still remember my hairs standing up on the back of my neck at my first listen!

Imagine then how mortified I was when I started to having an issue with them through wear and tear. I got in contact and two days later had a brand new pair! And also they have individual earbuds at whatever size you need that you can buy on the website too! Well thought out BW!

I have several wireless speakers from B&W, all of which work and sound wonderful. On Monday, one of my A5's stopped powering on. I took some steps to troubleshoot the issue myself, however I came to the conclusion the issue was hardware related and needed to be serviced.

I had the pleasure of speaking with Robert Hernandez who helped me understand what might have caused the issue and what further steps to take to ship the item in. I was simply delighted with the professionalism he provided and the quality of his care.

Thank you.

Die Technik ist klasse, der Service ebenfalls. 10 Jahre Garantie geben nicht mehr viele Hersteller!

I replaced my 'beats' headphones that were 10 years old with some P5 headphones from this company. I I paid £250 for these headphones. I thought that I had bought headphones for life.
Oh dear no.
They are very poor quality and right from the start they caused problems. The wiring constantly falls to bits and has been replaces twice. Now the quality is poor and one of the earpieces doesn't work properly. Worryingly, there is also a sticky substance leaking out of the pads. I can't use them anymore, as it sticks to my hair!
They are only 2 and a half years old- so that works out at £100 a year.
If I didn't know better, I would have thought they were from a market stall!
I have informed the company again of the problems and will update this review after their response.

For the price I paid for the speakers, I expect to be treated better. I am going to take my experience to social media and make people aware of this scam company. I had a bad experience with a product and tried to get that repaired..its been almost a month since I am trying to reach someone to get that fixed.
I should've gone with Martin Logan or Definitive Tech speakers..my mistake.