2. tech-talk
  3. 119609-20042

How important is customer service in your decision to pick an audio product (company)?

I have had a fair share of audio components. Some have been used, some new. I had noticed there is a wide variety of levels of customer service across the board. What I mean to say is that some companies have offered exemplary customer communication and support. Others have offered poor customer service. Still others have just lied about the products they offer and the problems a product has had.

So now I am very wary of this from the start. The question which I pose is this. "How important is customer service or warranty in your decison to pick an audio product or company?

My decision usually goes like this. I like the ABC company's speaker, the "XYZ" model.
I research this product and if I find positive reviews AND it does not have too many problems AND looks to offer good customer service I can move forward to buy it.

So it's about 50/50. Good product and good service.


128x1282psyop
almarg's avatar
Ag insider logo xs@2x
almarg
8,673 posts
 
Al, I've found than when something gets 50/50 rave/bad reviews its usually very good but finicky in terms of placement, upstream components etc.
Yes, that rings very true, Schubert, and that has often been my perception as well. But while for me a roughly 50/50 (or even somewhat worse) mix of favorable and bad comments won’t necessarily make a product a non-starter, it will definitely contribute to a bias in my mind in favor of competitive products that are less controversial and/or finicky.

Best regards,
-- Al

Post removed 
2psyop's avatar
2psyop OP
779 posts
 
Wow knghifi. That is great CS from ARC. Nice to know. Also tarp38, I had heard Bryston gives great service as well.
unsound
6,115 posts
 
Very. I've discounted consideration of some products due to complaints about customer service.
Ag insider logo xs@2x
gdnrbob
2,421 posts
 
There is nothing like great customer service.
I have just started getting back into stereo systems after 20 years.
My holy grail speaker was Vandersteen 2. I found a nice pair of 3a sigs on Audiogon and a McCormack Amp, as well.
When I had questions, I called both companies.
Mr V, called me the next day
McCormack emailed me and I spoke with Patrick, at length about their products and upgrades. As well as prices for used equipment and set up.
I'm sold.
When people stand by their products, I feel I am getting the best there is.
More to discover