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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

Showing 3 responses by saeyedoc

saeyedoc
103 posts
 
I forgot to also mention Vandersteen. I bought my 2Cs in 1987. Every time I've called them with questions, Richard has either answered the phone or I was transferred to him quickly. Another great example of customer service.
saeyedoc
103 posts
 
I'll echo the praise for Salk Sound customer service. After a few email exchanges, I ordered a pair of supercharged song towers and a custom sized supercharged CC. Jim found me a unique veneer, a spalted beeswing makore.
He estimated 30-45 days, I emailed him at the 45 day mark and was told my speakers were in the finishing process.
I received them right around the 2 month mark. Well packed, with no damage at all, no flaws I can find in the speaker build. The CC came out great, he made it to fit in a 7" high space above our mantel and narrow enough to fit on the mantel. It came out 37" wide and was done in a satin black finish.
They have been nothing but a pleasure to work with through the whole process. emails were answered promptly and he talked me into speakers at a lower budget than I initially set. Highly recommended.
saeyedoc
103 posts
 
Talk about good customer service, Salk is in the process of bringing out a way for customers to monitor online the progression of their speaker build through the various stages.
This is a win/win, the customers are more informed and it takes away many of the emails they have to answer.
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