2. misc-audio
  3. 137514-102379

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 mitch2

mitch2
4,201 posts
 
If you are getting crappy customer service then you are dealing with the wrong people.  In a service industry, there is no excuse for poor service.  The best try and put themselves in their customer's shoes.....i.e., if I were a customer and contacted my company, what would make my interaction awesome and memorable?

Each company has a culture that is largely shaped by the leadership.....or, lack of leadership.  Some of the best industry people I have worked with have been one or two-person companies, but some have been much larger.  The best are great at being both responsive and friendly while meeting your needs.   

I used to try and limit my gear to "made in the USA" products but more recently, I have been working with two overseas companies, in two very different parts of the world, that both have provided extraordinary customer service.  I have purchased multiple products from one company and both companies have performed upgrades on my gear.  During the upgrade process, with both of these companies, communication was excellent and turn-around time was as-predicted or better. 

To summarize, the good guys are out there, you just need to find them.  Don't put up with crappy communication or crappy customer service.  Excuses don't cut it. 
More to discover