Is good customer service about dead?

One other thing we should all keep in mind is that an unsolicited e-mail does not necessarily hit its target, it can easily get lost in spam folders or even go to the wrong address. If I don't get an e-mail response I look at it like a potentially wrong number and try to call these people on the phone, which is always the best method of communicating. The other issue with e-mail, unless you write it with laser precision it is still likely to be incorrectly interpreted.

I have also received great customer service from VAC (Kevin Hayes and Brent), K&K, Musical Surroundings, and Shindo.

I have had great customer service from Zu,over and above. Also Steve McCormack with his amps evan after he left the company.

Gary Dodd is another great guy who exemplifies customer service. I can also add Blue Circle to that mix

VPI! - I purchased a "new" Classic 1 from this site at a nice discount, but it showed up with what I would consider a build flaw and a small ding to the wood. I contacted VPI and sent pics. Even though this table was purchased from a non-dealer, and seemed to be a shady audiogon transaction, they offered to replace the entire chassis for me for free (and pay 1 way shipping from NJ to CA!), without me even mentioning anything of the sort. Incredible customer service.

K&K Audio - I built the Maxxed-Out, first time doing such a thing, and Kevin was always there to quickly respond to emails. I ended up soldering two bits into the wrong place and Kevin instantly sent out two replacement pieces just to be sure there was no damage to the ones I de-soldered.

Salk Sound - Jim is fantastic in his email responses, very helpful, timely, and doesn't try and sell you what you don't need.

In this economy many company's have had to reduce staffing to bring costs in line with slower sales in addition many company's have had to lower their selling price as well as competing with on line sellers who provide no customer service. This means they have fewer resources. I run a small manufacturing company and it amazes me that we continually get clients who are comparing our pricing to on line or chinese vendors and give very little value to service until they need it. In the U.S. this must be what consumers want as they drive by local merchants on their way to walmart or use a local retailer to evaluate goods and then buy on line. In luxury goods its even worse as buyers feel they can now bargain to the point the vendor has no margins left. I could rant forever but you get it.