Poor Customer Service

No surprise here ….

COVID redux has exascerbated it for sure, but far too many distributors and / or manufacturers had crummy post-sale or tech service even before the pandemic.

That is precisely why I chose BRYSTON as my digital media player and dac as an OEM supplier, Their tech support (and robust build quality and supporting manual ) is top shelf and always there for me ….. full stop.

As an example of the expanding contrasting norm, there are numerous digital streamers etc. that may be sold domestically; but when you check them out, their tech support is actually sourced offshore ( e.g Taiwan) that can only be contacted by a digital mailbox that frequently exhibits your black hole experience.
Yup, the response seems to be at glacier speed or continental drift , if any response at all.
The support workaround is to buy from a local experienced dealer and build that relationship.
Caveat emptor

I've never had a company outright ignore me. BUT....

I HAVE (just recently, actually) had a manufacturer take several days to get back to a question I made via email, but they DID eventually get back to me.

Unfortunately, that several day gap between communication (and I had called twice after opening the case via email) led me return the product for a refund. 

I chose a different option from a different manufacturer.

I’ve had excellent response and support from the companies I deal with with the sole exception of Aurender. I finally became so unhappy with their quality of support that I dumped the damn thing and bought a Bryston BDP-3. Which is what I should have done at the outset.

I know many people praise Aurender support. My experience was that their email responses showed they never bothered to read the initial email inquiries. Support (in the US, at least) seemed to be provided only by one guy named "Ari."

SGC before Covid.

I've never owned Bryston but I hear they have solid cust. service. Good choice.

One thing for sure, the less we share these sorts of experiences the more this lets them get away with it. Jungson refused to honor their warranty even once they knew for certain their amp was defective- because they had seen and heard it themselves! Then instead of replacing it they stopped returning my calls. I will never buy Jungson again and take every opportunity to let people know, so they can be informed and make up their own mind.  

When you complain about something without telling us who and what and why all it amounts to is a "waaaaa!" Everyone knows how bad customer service feels. We have all been there. This is going nowhere. Tell us who, and give us the details. A lot of these guys watch the web for stuff like this. You help us by warning us, help them by letting them know, and help yourself if they decide to do something about it.   

So: Who is it and what happened???