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How important is customer service in your decision to pick an audio product (company)?

I have had a fair share of audio components. Some have been used, some new. I had noticed there is a wide variety of levels of customer service across the board. What I mean to say is that some companies have offered exemplary customer communication and support. Others have offered poor customer service. Still others have just lied about the products they offer and the problems a product has had.

So now I am very wary of this from the start. The question which I pose is this. "How important is customer service or warranty in your decison to pick an audio product or company?

My decision usually goes like this. I like the ABC company's speaker, the "XYZ" model.
I research this product and if I find positive reviews AND it does not have too many problems AND looks to offer good customer service I can move forward to buy it.

So it's about 50/50. Good product and good service.


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almarg
9,670 posts
 
I research this product and if I find positive reviews AND it does not have too many problems AND looks to offer good customer service I can move forward to buy it.
+1.  If my research reveals a poor or dubious reputation for customer service, or if either the performance or the reliability of the product seems to arouse a lot of controversy, I look elsewhere.  There are enough good guys in audio who make good products and stand behind them that I see no point in dealing with the others.

Regards,
-- Al
 

schubert
7,386 posts
 
Al, I've found than when something gets 50/50 rave/bad reviews its usually very good but finicky in terms of placement , upstream components etc .
tarp38
18 posts
 

Warranty, reliability, and customer service are of primary importance. Many years ago I had four NAD components in my system. All four components developed problems. Other brands had also broken down. Since then for over two decades, I have relied on earlier and now contemporary Bryston amplifiers which have developed ZERO issues. There has been similar reliability from Klyne.

Bryston customer service is outstanding. The twenty year warranty surpasses that of almost every other manufacturer of audio products. An owner is only a phone call away from James Tanner, the driving force behind Bryston.  Bryston's forum on Audio Circle provides exceedingly prompt feedback from Mr. Tanner.

There are many audio products that deliver fine sound, but how many are reliable with outstanding customer support over time? I ignore the components being hyped by the reviewers and remain loyal to the companies that thoroughly back their wares.

By the way, the only connection I have with Bryston is as a consumer.

almarg's avatar
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almarg
9,670 posts
 
Al, I've found than when something gets 50/50 rave/bad reviews its usually very good but finicky in terms of placement, upstream components etc.
Yes, that rings very true, Schubert, and that has often been my perception as well. But while for me a roughly 50/50 (or even somewhat worse) mix of favorable and bad comments won’t necessarily make a product a non-starter, it will definitely contribute to a bias in my mind in favor of competitive products that are less controversial and/or finicky.

Best regards,
-- Al

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