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Customer Service in High-End Audio

The purpose of this thread is not to call out any specific manufacturer or dealer, but to start a discussion about customer service among "high-end" audio manufacturers and dealers.


A little about myself; I'm in my 30's and over the past few years have become interested in putting together an audio system to gain more enjoyment out of my music collection.


Of the dozen or so dealers and manufacturers that I've dealt with, I've been shocked at the overall level of customer service; poor communication (failure to respond to emails or phone calls) rudeness, unfulfilled refund or shipping promises, etc.


I want to add that I have had some really great experiences as well, but overall my experiences have been disappointing.


Now, I understand that some of these companies are small or even one-man operations. I've read threads here on Audiogon where customers have complained about service, and someone has posted something like "he's too busy building cables to respond to emails." Sorry folks, but I don't think that is any excuse for poor customer service.


As a small business owner, I'm really surprised at the overall quality of service in this industry, and I think it could be a huge turn-off to people who are interested in getting into the hobby.


Again, the purpose of this thread is not to call out any specific manufacturer or dealer. I'd be curious to hear others feelings or experiences on this subject.




shadow8911
celander's avatar
celander
1,503 posts
 
My experience with HEA manufacturers and dealers alike has varied. A lot of these folks really aren’t savvy, having nary a wit of business acumen. It’s a cottage industry after all, chockful with a lot of failures due to missteps. Pissing off an investor group, a banker, or even a landlord of the space used for a factory or showroom often creates instability. Pissing off customers in even the slightest ways, like not returning phone calls or following through with promises foster a lot of animosity among customers. A lot of manufacturers and dealers are brilliantly successful at this game, as the word of mouth endorsements will attest. 
uberwaltz's avatar
uberwaltz
13,381 posts
 
I would agree it is a mixed bag.

Without naming anybody there are a few highlights and some severe letdown over the years.
Highlights?
Sending an email to a small company on a sat afternoon so maybe Monday might get a response but getting the reply and info I needed within 1 hour! 
Sending an email to a much larger company sat morning with same expectations to have the chief designer reply with 2 hours.
These are recent and give me hope that some guys out there actually get it!
But of course we then have train wrecks of sinking companies where instead of handling their downfall they just go dark or make lots of empty promises until all their customers have lost faith entirely.

Personally customer service is very important to me, I can handle a few mistakes or problems if the company steps up takes ownership and makes good, after all we are all human!
gdnrbob
4,459 posts
 
I have had mostly positive experiences with dealers and manufacturers.
I would say if any company has poor customer service, I would avoid them.
B
celander's avatar
celander
1,503 posts
 
@uberwaltz. Agreed. Those dealers or manufacturers who respond to emails over a weekend—often in less than 15 minutes—get my attention and a memory slot in the positive impression brain bank. 
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