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.