For myself CS is a point of inquiry as the face of the Brand or Sales Organisation.
CS is basically a place to contact and make an attempt to receive an information on a made inquiry.
Quality can be varied, but as a basic, it will be one that suggests the product will be fit to carry out a certain function for a given period and also one that extends beyond that given period, even though it might need the attention of a supporting service periodically. The availability of the supporting service, is where where the CS and Quality overlay.
A purchaser today does seemingly have a additional requirement to be engaged in prior to spending their monies. The need to know how the product is to be supported as an after sale item is one that is worthwhile having made clear in advance.
A Cartridge Brand has made it known to myself, a certain Cart' in their range has all the original build parts retained to ensure the Cart' owner can have a Like for Like refurbishment and not one carried out using parts with a equivalent function.
For the Customer who really cares about such a outcome, this is a very attractive long term CS and Quality interface.
It would also be a reasonable suggestion that an Audio Product with a Purchase Value of $1K and ascending will be expected to give a relatively trouble free service of up to 10 years, depending on the hours of usage the product has incurred.
A selection of retailers are 'middle men' for a particular Brand and this can also be hit and miss in relation to consistency across CS being offered, some will have a CS support that is readily available, and others will have a awkward process to have a inquiry supported. A 'middle man' might not have on offer what the Brand is making known is their expectation to be available to a Customer.
There is the possibility that a selection of 'middle men' suppliers, will not be offering much as a Long-Term once any periods of their obligation are expired.
A 'middle man' can quite rightly restrict their service to what is the parameters of the Jurisdiction of the Trade Laws that they are bound to by their location.
Choosing a Retailer that functions in a location where there are under the Jurisdiction of Trading Laws that consider the Customer to a greater extent will be a sensible approach.
Some Brands are able to be contacted, and are known historically to deal directly with a single item purchase Customer, it is an option to purchase not widely advertised and needs the communication to be made.
This direct approach, might be a better option than dealing with a 'middle man' who marks up a purchase cost considerably and then makes a One Month Warranty the period for the sold item.
A recent story on the 'Gon' tells off a $11K item that has been supplied by a 'middle man' supplier with a undisclosed 3 Month Warranty only attached to the product.
The $11K Item, went defective not too long after the Warranty Period expired and no support was offered from the Vendor following the initial inquiries that had been made and the support offered was certainly were not measuring in any similarity to the manner the Customer was expecting.
The same $11k Item can be sourced and imported with an estimated cost $5Kish to arrive at the door of the purchaser, taking a punt on the product lasting longer that 3 Months is well worth the gamble, which is most likely to have the Customer remaining approx' $5.5K better off.
How the product being considered or purchased is to be supported by a Warranty can be asked at the time of selecting a product and Vendor, not only limited to a 'middle man' Retailer being involved in the sale.
Is it not best? To have the Vendor commit to a Warranty Period in writing, if the info is not to be found in their Marketing Spiel that relates to a specific product on offer.
The Buyer can't expect something to be available because they would like it to be such a way.
It is the Buyers responsibility to ensure, that what they would like as a condition of sale is made clear, and it is something they can clearly see is to be included, prior to purchasing.
Caveat Emptor - Caveat Emptor, is a mantra to use, as a practice it will have the potential to prevent quite a few of the experiences being reported on, where a left High and Dry Customer is the author.