Poor Customer Service

Before I buy the product I contact the manufacturer via email or voice with a question that I already know the answer to. How soon and how accurately they respond gives me an idea of what to expect in the future regarding customer service. Then you can only hope it holds up.
Two thumbs up for Bryston, VPI and Cary Audio.

A little off-topic.. love plandemic :}

I am so tired of everyone blaming their incompetenace on Covid. Some may be justified, but many are just using it as an excuse.

ozzy

As a retired salesman, I cannot overstate the benefits of providing exemplary service to your customers. Good service with help your business grow, while poor service will slowly erode consumer confidence and eventually result in a loss of market share. I recently had an example of both.    

Good service: Oppo. Even though the disk player I had was discontinued and the company had all but gone from the business, they went over and above to resolve a problem with the player's disk tray. They responded promptly, made it easy to ship the unit and did the repair for a very reasonable price. The unit came back with the problem fixed, cleaned, updated, in a new box. Seamless and efficient.    

Horrible service: Tidal. All I wanted to do is update my credit card. Because I never had the option to talk to anyone, could never even get an email response that wasn't generated by a software program, it wasn't possible to resolve the issue and I eventually gave up and switched from a credit card to PayPal. If Qobuz was available in Canada I would have unsubscribed on the spot, but for now I am biding my time until that day.

OP, Some of the manufacturers have their own circles or groups on other websites.  These folks answer questions immediately and often get the techs involved directly.  I know James from Bryston is one example. There is a benefit to choosing a supplier of equipment that is engaged in this way.  The ones who do participate demonstrate a real concern regarding their reputation and usually it is someone at the leadership level and they want to know if employees are dropping the ball. Good Luck.