Is good customer service about dead?

I would have to say one of the very best people I have ever worked with was Geoff Poor who owns Glenn Poor's Audio in IL as well as the sales director (I think or a key position) or BAT.

Had to be the best time I ever had at a Hi Fi Shop. Wonderful to talk to, worked thru everything you could want and even if its a long drive, its worth it.

Also the guys down at Oviation Ultimate in Indy. Seriously some of the most friendly guys I have worked with. I'm younger and they would show me everything in the store and work with you and weren't on a high horse and dismissed you because of age etc. Whenever I'm in Indy I have to always go there and visit.

There are some horrible places though. I think customer service on a good level is dying out. Either they don't think they need to do anything for you or they just want the sale. Happens a lot.

Even dealers will do it. Rather than talking about the gear why not turn it on and invite the person to listen? I thought that was what the hobby was about and not to just get a quick sale out the door.

No, but good customers are dying off...

The same names keep appearing, K&K, Daedalus and I agree with them. The clue for some, is size, small manufacturers are often much better and quicker in responding to individual requests.

No, to me, the problem is'nt manufacturers, but retail. There are some worthy exceptions, but so many stores are unwelcoming, even hostile and unhelpful. Unless you walk in with your credit card or chequebook, out, they are'nt interested. I suppose they have to put up with a fair number of tyre kickers, but in the current difficult times, I just can't understand this attitude

As far as speakers are concerned, which is what the OP was looking for, I can recommend two from personal experience.

First is Vandersteen. Both the dealerships I have dealt with and Vandersteen itself are exemplary when it comes to customer service. Quick response, often by founder Richard Vandersteen personally, excellent knowledge level regarding their products, and very helpful regarding set up assistance. Excellent owners manuals and web site, as well.

Second is Ohm Acoustics. This direct-only seller also provides very quick replies to questions. I had cosmetic issues with some speakers I purchased from Ohm and was immediately given the choice of repair (all shipping at Ohm's expense) or a partial credit. I had voiced my unhappiness with the fit and finish of the caps on the speakers I bought, and without asking, a new, better quality set appeared at my door. Founder John Strohbeen is usually available to answer questions and make helpful recommendations. My experience has given me the impression that Ohm wants its customers to be very happy with their purchases. They do not advertise much, they never display at shows, and have no dealer network, so word of mouth is Ohm's main source of business. Ohm's 120-day home trial period for their products is among the best in the industry, AFAIK. They get it - they have to provide a top notch customer experience, and they do.

03-20-12: Chashas1
No, but good customers are dying off...

I think this is also a part of the equasion.