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Is good customer service about dead?

I’d like to know from other members of Audiogon how they find customer service today. Not the resellers so much as the manufacturers themselves. I had a bad experience with a really late delivery. I also have a tone arm I bought in a first production run when a setup manual was not yet available – the manufacturer will not respond to my emails. I wanted to audition a rather expensive pair of speakers that were not available in my area. I contacted the manufacturer (from his own website) to ask where I could go to audition and purchase these – but no response. I have however had amazing support from the good folks at VAC and Jeff Rowland.
So I am now searching for new speakers but customer service is my first criteria and everything else is second. I'll be looking in the 5K-10K price range. I’d be very interested in other people’s experiences.
dat1
audiofeil
4,011 posts
 
I have no dog in this fight but personally I'm weary of the advertising, self promotion, and marketing.

To be fair, I'm equally tired of the whining, crying, and complaining.

Put a sock in it.
jdoris
972 posts
 
To be fair, I'm equally tired of the whining, crying, and complaining.

Way to go Bill, equal opportunity derision! ;)

Hope you've been well!

J
jdub39
497 posts
 
Iv'e had A+ service from 80-90% of the manufactures of the gear and cables I own which is amazing these days. Oppo,Anthem,Parasound, Mitsubishi,AudioQuest and Morrow Audio cables. A+ support! Kudos to them all!
stereo5's avatar
stereo5
6,441 posts
 
Odyssey Audio goes out of their way for complete customer satisfaction. Esoteric is also wonderful and Jack at SpearItSound went above and beyond for me twice. Also, Audible Illusions has come a very long way in providing great customer service Audiofeil has also been excellent and Joe Abrahms who sells MIT here has been equally great.

The worst has been Sony. Their service is God aweful. It's a sad day when you ship them their "flagship" $5000.00 SACD player in perfect condition with zero scratches/blemishes and it arrives back to you all scratched and nicked, probably because the low paid tech couldn't be bothered to put the unit on something soft while he/she was working on it. The total indifference Sony showed me when I filed a complaint was hard to believe.
jp1208
502 posts
 
Paul, you were offered FULL refund and we made it clear that we have a buyer ready now. I always have a list of people wanting a pair immediately.
Vapor1, you only had a possible buyer from Canada when you made your so called "FULL REFUND" offer and were waiting for more details. You said I can enjoy my speakers while I waited. Of course you are going to say the person is NOW ready in this thread but I never agreed to your offer in the first place and only questioned it. This is why I said I thought your company would be paying me through a paypal account the same way I had to pay you. The reply back to me was, Vapor Audio does not have those kinds of funds laying around.

We just have two different meanings of what FULL REFUND meant I guess and no I am not doing this on a third party contingency upon your inspection approval. Too risky for me.

You sent speakers that had flaws and did not disclose this to me before I made my final payment plus all the UPS issues we went through make it very difficult to trust you with an escrow service. Again you have to be the one holding all of the cards and take zero risk.

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