I don't know how relevant this is to you guys in the States but I am very impressed with Quad ( I live in UK)
About 15 years ago somebody I was working with had some ESL's which needed a complete service. He phoned Quad and was given a price and was told that it would take 2-3 weeks. A few days later a job was taking him past the Quad factory so to save transport he just took his ESL's to drop them of. Not only where the staff very friendly, they also serviced on that very same day so he could pick them up on his return, he also got a quick factory tour and was never charged a penny.
Myself, I recently bought an old 520f amp, which is long out of production, which had a noise problem under some circumstances. An email to Quad's chief service engineer was promptly answered and he suggested upgrading to 520m (balanced input modules) at a cost of 85pounds. Happy that they were still available over ten years after this amp ceased production (theres no follow-up model) I ordered the necessary 2 modules and was told that it would take 8-10 days for them to reach me. Since they hadn't arrived after 2 weeks I phoned again and was surprised that the receptionist remembered me instantly and was very apologetic, turns out they were moving hence the delay and she couldn't give me an exact date for delivery.
Three weeks later I received FOUR of those modules completely free of charge as an apology for the delay.
Result: one happy customer who is about 100 pounds better of than he thought. And the amp is deadly silent again.
Problem: I need to find another 520f to upgrade to make use of the 2 extra modules.
Morale: Good customer service is a beautiful thing and should be more appreciated.
About 15 years ago somebody I was working with had some ESL's which needed a complete service. He phoned Quad and was given a price and was told that it would take 2-3 weeks. A few days later a job was taking him past the Quad factory so to save transport he just took his ESL's to drop them of. Not only where the staff very friendly, they also serviced on that very same day so he could pick them up on his return, he also got a quick factory tour and was never charged a penny.
Myself, I recently bought an old 520f amp, which is long out of production, which had a noise problem under some circumstances. An email to Quad's chief service engineer was promptly answered and he suggested upgrading to 520m (balanced input modules) at a cost of 85pounds. Happy that they were still available over ten years after this amp ceased production (theres no follow-up model) I ordered the necessary 2 modules and was told that it would take 8-10 days for them to reach me. Since they hadn't arrived after 2 weeks I phoned again and was surprised that the receptionist remembered me instantly and was very apologetic, turns out they were moving hence the delay and she couldn't give me an exact date for delivery.
Three weeks later I received FOUR of those modules completely free of charge as an apology for the delay.
Result: one happy customer who is about 100 pounds better of than he thought. And the amp is deadly silent again.
Problem: I need to find another 520f to upgrade to make use of the 2 extra modules.
Morale: Good customer service is a beautiful thing and should be more appreciated.