I have had the pleasure of owning quite a few higher end pre/pro's - as well as other hi-end gear - in my systems over the years. And I feel very fortunate as not to have run into any major problems, for the most part. with my own gear! (Knock onm wood)
However I have also sold lots of high end products through retail outlets during the same time and, while having to deal with custom service issues with clients products, and can say that many many hi-end companies producing the more essoteric products often tend to have customer service issues, to say the least! At least that's been my recollection.
My best guess is that many of these companies are likely started and run by more pationate audio/video techies, engineers, and creative - if reclusive - types. And, while they make some of the best performing and ambitious products in the market place for audio/videophiles, when it comes to CS, they can often tend to be a little "short" with customers, a little lacking in social graces, even putting service as a second priority!
I can remember many occasions, while dealing with customer's prieces and their issues, where the companies involved seemed to default this way! Of course it varies from company to company. But I can remember these scenarios like they were yesterday - thinking I'm sure glad my pieces aren't broken from these companies, because I would hate to have to deal with the "attitudes", the long delays in turn around for services issues, and even companies going out of business, etc, from these small "mom and pop" companies! - who otherwise make excellent technical products.
Yeah, the underlying tone and stance I can remember getting from many of these companies tended towards "we are better than you, and our products are beyond reproach...so don't question us!". Also, they general lack a bit of caring and putting CS as a priority, on a large scale. However, they did, for the record, at least have a strong passionate conviction for building superior products, who's performance parameters excelled over the mass marketed producs. And, in some instances, you got a more intimate and immediate customer service experience from these smaller companies. And when you did, it was great from some, sure! So, I guess it can be a mixed bag.
I suppose you take your compromises, and hope for the best.
