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Is good customer service about dead?

I’d like to know from other members of Audiogon how they find customer service today. Not the resellers so much as the manufacturers themselves. I had a bad experience with a really late delivery. I also have a tone arm I bought in a first production run when a setup manual was not yet available – the manufacturer will not respond to my emails. I wanted to audition a rather expensive pair of speakers that were not available in my area. I contacted the manufacturer (from his own website) to ask where I could go to audition and purchase these – but no response. I have however had amazing support from the good folks at VAC and Jeff Rowland.
So I am now searching for new speakers but customer service is my first criteria and everything else is second. I'll be looking in the 5K-10K price range. I’d be very interested in other people’s experiences.
dat1
tonyjack
83 posts
 
I just this week had a problem with one of my Quicksilver V4 amps. After speaking with my dealer, John Rutan at Audio Connection, he offered to come and pick it up or have me drop it by for him to take a look at it. I brought it by and he went straight to work with a phone call to Mike Sanders at Quicksilver. After about 45 minutes I was a happy camper again with the problem solved. This was right before closing time as well.To have the manufacturer answer the phone himself and the dealer do the work himself, all the while really trying to get to the bottom of the problem, with no attitude, is what I call great service!
anonymoustao
127 posts
 
so, i think we've determined that customer service is still very much alive?
bighead63
53 posts
 
I would have to say one of the very best people I have ever worked with was Geoff Poor who owns Glenn Poor's Audio in IL as well as the sales director (I think or a key position) or BAT.

Had to be the best time I ever had at a Hi Fi Shop. Wonderful to talk to, worked thru everything you could want and even if its a long drive, its worth it.

Also the guys down at Oviation Ultimate in Indy. Seriously some of the most friendly guys I have worked with. I'm younger and they would show me everything in the store and work with you and weren't on a high horse and dismissed you because of age etc. Whenever I'm in Indy I have to always go there and visit.

There are some horrible places though. I think customer service on a good level is dying out. Either they don't think they need to do anything for you or they just want the sale. Happens a lot.

Even dealers will do it. Rather than talking about the gear why not turn it on and invite the person to listen? I thought that was what the hobby was about and not to just get a quick sale out the door.
Ag insider logo xs@2x
chashas1
596 posts
 
No, but good customers are dying off...
david12
1,398 posts
 
The same names keep appearing, K&K, Daedalus and I agree with them. The clue for some, is size, small manufacturers are often much better and quicker in responding to individual requests.

No, to me, the problem is'nt manufacturers, but retail. There are some worthy exceptions, but so many stores are unwelcoming, even hostile and unhelpful. Unless you walk in with your credit card or chequebook, out, they are'nt interested. I suppose they have to put up with a fair number of tyre kickers, but in the current difficult times, I just can't understand this attitude
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