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

Once upon a time, you received a warranty on an item of various sorts that spelled out reasonably well what one could expect if said item misfunctioned under conditions noted to varying levels or degrees....

CS and Repair/Replace generally went just fine.  Conditions above, beyond, or just totally FUBAR went where that sort of conflicts lead to....

When we started getting queried upon purchase about 'purchasing an extended warranty of X or Y length' (Y typically longer for more $), I began scrutinizing the object and it's ilk with greater care....

The 'net has made this possible....and makes one a better and informed consumer, less likely to invoke regrets and future frustration..

'Duty Now For The Future!' as per Devo:

Y'all are a great source overall. *S*  Thank you. 👍😃

Current response to extended warranty queries...if the point is 'pushed' =

"If I can break it or it breaks in my hands, using it for what it's 'supposed to do'...

I've already made plans for that.....which is why I'm buying it here, for as little as possible...." *S* ;), and out the door...

Pragmatic beyond your wildest explanations......

Happy Laborious Daze, J

I have had great luck with everything in my system working flawlessly for years. USA made Schiit Audio items (including an original Freya from whenever that was), BIfrost 2/64, Dennis Had and Pass amps, old trusty Marantz CD player (into a bespoke DAC), Old Linn/Akito table, etc., just keep on truckin'. That could change of course but do I worry? No.

No problems with equipment from Pass, Ayre ,VPI or Magnepan. Pass and Ayre always answer the phone when I had a question and VPI was responsive to emails..Soundsmith is another company that answers the phone ( sometimes by Peter himself) and builds quality. With Magnepan I've had a few conversations with Wendell.

In the past Parasound was very easy to reach not sure how the new ownership is.

I think great established companies want to take care of their customers and continue receiving their business.

I have encountered only one quality issue. Regardless, it is customer service that really counts. Several years ago, I had a failing Krell…it was a rather old model amp suffering its age. The folks at Krell couldn’t have been nicer or more accommodating and I had it totally refurbished by them (reasonable cost) to factory specs.

Where or from whom you purchase your gear is critical. I have found on line retailers Audio Advisor and Music Direct to be extremely helpful. That equipment quality issue I mentioned? Little/no help from the manufacturer but AA offered options, return, refund, trade etc.

I have bought from Moon Audio ….easy to reach and helpful. The owner patiently suffered my dumb questions and led me through some issues.

Schroeder Amplification a high end retailer were extremely helpful and easy to deal with.

I firmly believe it is the folks who actually sell you equipment that count. More than manufacturers. As a rule of course.