How is Quality and Customer Service defined in the 21st Century?

I have had great luck with everything in my system working flawlessly for years. USA made Schiit Audio items (including an original Freya from whenever that was), BIfrost 2/64, Dennis Had and Pass amps, old trusty Marantz CD player (into a bespoke DAC), Old Linn/Akito table, etc., just keep on truckin'. That could change of course but do I worry? No.

No problems with equipment from Pass, Ayre ,VPI or Magnepan. Pass and Ayre always answer the phone when I had a question and VPI was responsive to emails..Soundsmith is another company that answers the phone ( sometimes by Peter himself) and builds quality. With Magnepan I've had a few conversations with Wendell.

In the past Parasound was very easy to reach not sure how the new ownership is.

I think great established companies want to take care of their customers and continue receiving their business.

I have encountered only one quality issue. Regardless, it is customer service that really counts. Several years ago, I had a failing Krell…it was a rather old model amp suffering its age. The folks at Krell couldn’t have been nicer or more accommodating and I had it totally refurbished by them (reasonable cost) to factory specs.

Where or from whom you purchase your gear is critical. I have found on line retailers Audio Advisor and Music Direct to be extremely helpful. That equipment quality issue I mentioned? Little/no help from the manufacturer but AA offered options, return, refund, trade etc.

I have bought from Moon Audio ….easy to reach and helpful. The owner patiently suffered my dumb questions and led me through some issues.

Schroeder Amplification a high end retailer were extremely helpful and easy to deal with.

I firmly believe it is the folks who actually sell you equipment that count. More than manufacturers. As a rule of course.