Review Time
I’ve had a PV1 sub woofer for the past 10 years. It has been very dependable, but recently stopped working. I contacted B&W and for a reasonable fixed price they collected it, repaired it and delivered it back to me in a little over a week. Considering the age of the sub and the fact it weighs over 20kg, I am very impressed with this service. This is what it means to buy from a good quality manufacturer that values customer service. I highly recommend B&W and it’s products.
I have a Zeppelin classic speaker from new with the infamous red light flashing and frozen controls. I contacted B and W support who could only say they no longer support the model and offered me the latest model for £299. There is no way I will spend that money having already wasted £500 on a speaker they no longer repair. Shame as the sound is good when it worked but the support is appalling. Why would I spend more hard earned money with you?!
I have a Zeppelin Air which seems to have a glitch and will not boot up correctly. The response from service is nothing can be done (as no parts are available) and I should get rid of it and just buy a new B&W instead. I find it difficult to accept that this flaw cannot be rectified. I am even more surprised at the B&W belief that i would actually continue to patronize B&W if they would support me when something goes wrong. They leave me no choice but to take my business (and positive word of mouth) elsewhere.
I own a pair of 603 S3 floorstanding speakers and have done since around 2002/2002. In that time they’ve been brilliant.Last year the tweeter was damaged on one of my speakers and I had o idea how to source/replace it. I’m a complete technophobe and the in my head it meant I was probably going to have to replace both units.So I emailed customer service. I was contacted by a woman called Danielle who talked me through the checks I needed to do to ascertain what exactly was damaged. She then suggested the cheapest option, sourced the dome and someone contact me to talk through the home repair. Earlier this year the midrange went on both (I believe due to my son having a party in our absence) so I contacted the service centre Again. Exactly the same as above only more effort was taken to ensure that I had the right pieces to replace them at home again. B&W went out of their way to ensure i could continue using my old speakers instead of replacing them with new ones!!Brilliant customer service, can’t fault them in any way.Thank you!!!
Excellent products which I have been repeat buying for 7+ years. Regrettably I did have a problem with some speakers which were out of warranty but the prompt service and great options I was given for replacing them were excellent.
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,
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Home theater and hi-fi speakers with iPod speakers, subwoofers, surround sound, studio monitors, floorstanders, and more from Bowers and Wilkins
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