How is Quality and Customer Service defined in the 21st Century?

It really hasn't changed in the 21st century.   My dad (from last century) taught me that "if you want something done right, do it yourself".  

Last century I had many experiences to back up the truth of this statement.  

So I'd say 21st century customer service is the same as 20th century customer service.

Jerry

Bryston is tops for both quality and support, IME. A couple of years ago I called the factory to ask about a refurbished amp for my isobaric sub, and they put on the president!!!! He suggested a 20 year old design, recently refurbished. He warned that it was used, and not like new, but the price was only a touch over the used market. When it arrived, it was pristine, with a 7 year factory warrantee!!!!!

The Bryston powers the sub so well that it keeps up with my ESL’s (crossed over at 50Hz). And my 5 channel Bryston works wonders for the Magnepan HT. Maybe not the highest of high end performance, they don’t keep up with my DIY monobrlocks on ESL's, but the quality and service are out of this world. - day in, day out high end performance.

For myself CS is a point of inquiry as the face of the Brand or Sales Organisation.

CS is basically a place to contact and make an attempt to receive an information on a made inquiry.

Quality can be varied, but as a basic, it will be one that suggests the product will be fit to carry out a certain function for a given period and also one that extends beyond that given period, even though it might need the attention of a supporting service periodically. The availability of the supporting service, is where where the CS and Quality overlay. 

A purchaser today does seemingly have a additional requirement to be engaged in prior to spending their monies. The need to know how the product is to be supported as an after sale item is one that is worthwhile having made clear in advance.

A Cartridge Brand has made it known to myself, a certain Cart' in their range has all the original build parts retained to ensure the Cart' owner can have a Like for Like refurbishment and not one carried out using parts with a equivalent function.

For the Customer who really cares about such a outcome, this is a very attractive long term CS and Quality interface.    

It would also be a reasonable suggestion that an Audio Product with a Purchase Value of  $1K and ascending will be expected to give a relatively trouble free service of up to 10 years, depending on the hours of usage the product has incurred. 

A selection of retailers are 'middle men' for a particular Brand and this can also be hit and miss in relation to consistency across CS being offered, some will have a CS support that is readily available, and others will have a awkward process to have a inquiry supported. A 'middle man' might not have on offer what the Brand is making known is their expectation to be available to a Customer.

There is the possibility that a selection of 'middle men' suppliers, will not be offering much as a Long-Term once any periods of their obligation are expired.

A 'middle man' can quite rightly restrict their service to what is the parameters of the Jurisdiction of the Trade Laws that they are bound to by their location.

Choosing a Retailer that functions in a location where there are under the Jurisdiction of Trading Laws that consider the Customer to a greater extent will be a sensible approach.      

Some Brands are able to be contacted, and are known historically to deal directly with a single item purchase Customer, it is an option to purchase not widely advertised and needs the communication to be made.

This direct approach, might be a better option than dealing with a 'middle man' who marks up a purchase cost considerably and then makes a One Month Warranty the period for the sold item.

A recent story on the 'Gon' tells off a $11K item that has been supplied by a 'middle man' supplier with a undisclosed 3 Month Warranty only attached to the product.

The $11K Item, went defective not too long after the Warranty Period expired and no support was offered from the Vendor following the initial inquiries that had been made and the support offered was certainly were not measuring in any similarity to the manner the Customer was expecting.

The same $11k Item can be sourced and imported with an estimated cost $5Kish to arrive at the door of the purchaser, taking a punt on the product lasting longer that 3 Months is well worth the gamble, which is most likely to have the Customer remaining approx' $5.5K better off. 

How the product being considered or purchased is to be supported by a Warranty can be asked at the time of selecting a product and Vendor, not only limited to a 'middle man' Retailer being involved in the sale.

Is it not best? To have the Vendor commit to a Warranty Period in writing, if the info is not to be found in their Marketing Spiel that relates to a specific product on offer. 

The Buyer can't expect something to be available because they would like it to be such a way.

It is the Buyers responsibility to ensure, that what they would like as a condition of sale is made clear, and it is something they can clearly see is to be included, prior to purchasing.

Caveat Emptor - Caveat Emptor, is a mantra to use, as a practice it will have the potential to prevent quite a few of the experiences being reported on, where a left High and Dry Customer is the author.  

At least two big, recent changes affect HiFi quality and customer service in the current century. The first is that more and more of the system is built around  digital, software-controlled signals. The second is that more and more components are being sold online, not in bricks-and-mortar stores.  Quality and customer service needs to reflect and adapt to these changes.  Vendors need to provide clear, detailed product descriptions online, with links to meaningful specs, reviews and customer feedback. They need to offer generous return policies, since customers often have no opportunity to audition before they buy. They need to offer easily-accessible software/firmware updates as required.  Customers who need help should be able to get it quickly and easily, not put on hold for more than a few minutes.Support staff should understand the product and have good communication skills. Shipping should be fast, reasonably priced, and traceable. Repairs shouldn't depend on complex, vulnerable supply chains. 

In my experience, sometimes the best quality and almost always the best service come from small, long-established companies based in my own country (USA). Some well-designed, high quality stuff comes from China, but the service/support may not be there yet for customers in North America. Canadian companies make lots of great HiFi gear; I've had good customer service experiences with one of them. The UK, the Netherlands, Germany, France, and Switzerland also seem to make some wonderful products. However, their North American sales and support networks seem to be a little under-developed, as far as I can tell.  

Loudspeakers present special problems because they tend to be big and heavy.  It isn't easy to box them up and return them for a refund or service. In the future, especially with active speakers, customers may benefit from modular, standardized component design for easy local repair of drivers and electronic circuits. 

I have experienced excellent support from Quicksilver, Cyrus, and Aurender the past year or so.   Nothing broken, just needed answers or guidance.