Poor Customer Service

Thanks for letting us know.

The thing is, even if you're swamped, and can't get good help,  it's trivial to auto-respond to say something like this:

"Thank you for your email, we are currently 1-3 days behind in email, we appreciate your patience and we'll get back to you at that time.  If this is an emergency, please contact the dealer where you purchased your magic_box"

And if you want to look really professional, for a handful of dollars (literally almost nothing), you can put in place a service where you take trouble tickets and then have technicians take a look at the tickets and get back to customers.
There's no excuse for bad service in the 21st century.   The tools are there to provide good service, they're cheap, and easy.

I've need been in that situation 
but close.  it only happens if i buy out of my Country.   But all has been good for me .   I noticed you never put down the question to Us
 was is a stupid question Freddy?
 

Sutherland phono stages - incredible support by Ron Sutherland (answers the phone himeself) who spent over an hour talking about a power supply upgrade for $350 and then guided me through the installation of the board. He said he is honored to have me have his product in my system - unbelievable.

Integrity hifi - answers the phone and tells you exactly what configuration to buy, helps with setting it up, and supports it when you have questions.

VPI - fantastic support of van den Hul cartridges which they have recently started distributing, including setting one up for me at their factory/offices on a competing turntable!

Townshend Audio - Got through to Max Townshend himself who recommended a different capacity product and apologized for their lack of questioning the application and sent me the right one.

Symposium Acoustics - Owner answers the phone himself (Peter) and takes the time to understand the application and budget and makes the recommendation in the humblest way.

Music Direct - I'd buy from them again in a second.

Only bad experiences are from dealers who don't have time for you after you've bought the product and don't see a future purchase on the horizon. Won't mention their names.

I guess I have been really lucky ...
Had my Cary slp98 preamp upgarded and they did extra things for me at no charge and right on time, Had tech questions on my Cary 200ts DAC and responses within 24 hours.  In my office I have Emotiva monoblock xpa1s that were having a few  issues just before the 5 year warranty ran out, not only did Emotiva fix the issues but because  they determined some other things that would eventually fail a long way down the road, they replaced the caps etc all at no cost and within a few days.
I recently purchase a set of Odyssey Kismet amps from Klaus, the left amp came with an issue due to shipping, not only did Klaus replace the left damaged Amp he upgraded it and so it would match replaced the right amp.   That is what I call customer service at its best.   Maybe it's luck, maybe it is picking the right vendors, I don't know but within certain limits I am a tough to please person and all three of these firms have been exceptional in service.  You can argue sound quality, micronuances etc, but service is not subjective it is an actual event and these firms performed above and beyond.