As a retired salesman, I cannot overstate the benefits of providing exemplary service to your customers. Good service with help your business grow, while poor service will slowly erode consumer confidence and eventually result in a loss of market share. I recently had an example of both.
Good service: Oppo. Even though the disk player I had was discontinued and the company had all but gone from the business, they went over and above to resolve a problem with the player's disk tray. They responded promptly, made it easy to ship the unit and did the repair for a very reasonable price. The unit came back with the problem fixed, cleaned, updated, in a new box. Seamless and efficient.
Horrible service: Tidal. All I wanted to do is update my credit card. Because I never had the option to talk to anyone, could never even get an email response that wasn't generated by a software program, it wasn't possible to resolve the issue and I eventually gave up and switched from a credit card to PayPal. If Qobuz was available in Canada I would have unsubscribed on the spot, but for now I am biding my time until that day.
Good service: Oppo. Even though the disk player I had was discontinued and the company had all but gone from the business, they went over and above to resolve a problem with the player's disk tray. They responded promptly, made it easy to ship the unit and did the repair for a very reasonable price. The unit came back with the problem fixed, cleaned, updated, in a new box. Seamless and efficient.
Horrible service: Tidal. All I wanted to do is update my credit card. Because I never had the option to talk to anyone, could never even get an email response that wasn't generated by a software program, it wasn't possible to resolve the issue and I eventually gave up and switched from a credit card to PayPal. If Qobuz was available in Canada I would have unsubscribed on the spot, but for now I am biding my time until that day.