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Customer Service in High-End Audio

The purpose of this thread is not to call out any specific manufacturer or dealer, but to start a discussion about customer service among "high-end" audio manufacturers and dealers.


A little about myself; I'm in my 30's and over the past few years have become interested in putting together an audio system to gain more enjoyment out of my music collection.


Of the dozen or so dealers and manufacturers that I've dealt with, I've been shocked at the overall level of customer service; poor communication (failure to respond to emails or phone calls) rudeness, unfulfilled refund or shipping promises, etc.


I want to add that I have had some really great experiences as well, but overall my experiences have been disappointing.


Now, I understand that some of these companies are small or even one-man operations. I've read threads here on Audiogon where customers have complained about service, and someone has posted something like "he's too busy building cables to respond to emails." Sorry folks, but I don't think that is any excuse for poor customer service.


As a small business owner, I'm really surprised at the overall quality of service in this industry, and I think it could be a huge turn-off to people who are interested in getting into the hobby.


Again, the purpose of this thread is not to call out any specific manufacturer or dealer. I'd be curious to hear others feelings or experiences on this subject.




shadow8911

Showing 1 response by almarg

almarg's avatar
almarg
9,670 posts
 
Since the advent of the Internet, Google, and forums such as this one I’ve rarely if ever had a poor customer service experience. My approach is that before purchasing any audio product I research customer and user feedback on the manufacturer or dealer. If what I find raises doubt in my mind about customer service and support, that manufacturer or dealer becomes a non-starter as far as I am concerned. My feeling is that there will always be comparably good alternative products that are available from suppliers who are responsive, responsible, and supportive. And I’d rather give my money to that kind of supplier even if a transaction would eventually work out ok with one who doesn’t meet those criteria.

Outstanding reputations for customer service and support are one reason why companies like Daedalus, Herron, and VAC are represented in my system.

Regards,
-- Al
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