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Is good customer service about dead?

I’d like to know from other members of Audiogon how they find customer service today. Not the resellers so much as the manufacturers themselves. I had a bad experience with a really late delivery. I also have a tone arm I bought in a first production run when a setup manual was not yet available – the manufacturer will not respond to my emails. I wanted to audition a rather expensive pair of speakers that were not available in my area. I contacted the manufacturer (from his own website) to ask where I could go to audition and purchase these – but no response. I have however had amazing support from the good folks at VAC and Jeff Rowland.
So I am now searching for new speakers but customer service is my first criteria and everything else is second. I'll be looking in the 5K-10K price range. I’d be very interested in other people’s experiences.
dat1

Showing 2 responses by dracule1

dracule1
1,085 posts
 
Learsfool, can you list the manufacturers from whom you've had excellent service? I think it would help the OP.
dracule1
1,085 posts
 
Dat1, I know about your less than satisfactory experience with your last speaker purchase. IME, these kind of problems come from one man operations. They usually are not businessmen and have problems getting products out on time. It's funny when you visit their website or listen to their VM greeting, they always state "we" this and "we" that, when you know there's only one person running the show.

In your price range, I would stick with the tried and true speaker manufacturers with a dealer network. I've had good experience with Magnepan (3.7s comes to mind, almost considering a pair for myself), Martin Logan (hybrids are usually not my cup of tea but very good customer service), Thiel, Dynaudio, and B&W (usually not my kind of sound but recent audition of 805Diamond got me impressed). Sanders Sound hybrid electrostats is the only example of a hybrid I like. They have a smaller version under 10K you might consider. He is a small operation (but not one man) but has been around a long time and has been known to give great service. Duke of Audiokenesis makes speakers also...I think one man operation...but one of the most generous person I know of in high end. He has gone out of his way even though he knew I wasn't interested in buying one of his products.
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