I remember calling Parasound about a few years ago with a very minor problem. After being put on hold for maybe 5 minutes, Richard Schram himself picked up and helped me fix it over the phone. Now I need to get my BP-2 preamp fixed and I'm dreading contacting them.
I have a bunch of older Classe equipment. I remember working with Classe (even when they were part of the B&W group) and getting great service for repair and parts. Then they got bought by Sound United and trying to get parts became next to impossible.
And yet, there are still some that have great service. So I still have hope. PS Audio, PSB (speakers), Totem, Schiit, and Conrad Johnson I have had stellar service in the last few years. I called Magnepan in Jan 2025 about the tread size for the speaker connection set screws on an older model. Tech support took my info and told me he would get back to me in 30 minutes. (He laughed when I told him lost 2 in the carpet.). 30 minutes later, he called back with the specs and let me know that 4 new screws would be going out that day free of charge.
I just hope that sooner or later, not only the big holding companies, but others, realize that in the end, good customer service for parts, repairs, and tech support actually will, in the end, improve sales, revenue, and in the end profits. Why, because we will not just buy from them again, but also recommend them in furture.