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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 pubul57

pubul57
3,712 posts
 
I have had excellent customer service, responsiveness, and guidance from many
companies in the high-end and I won't list them all, but since you do mention
speakers at that price point, I would say Merlin provides a great product and a
lot of guidance of how to get the speaker to perform it best with other
equipment and room issues. The speakers are not shipped from the shelves, so
don't expect delivery the next day, they are handmade and take some time to
make, but that is the nature of handcrafted products from small companies,
and well worth the wait, what you get for the wait is a very well sorted and
refined speaker, and the furthest thing from flavor of the month.
pubul57
3,712 posts
 
I imagine "value for dollar" high-end brands is the bulk of the equipment found in real brick & mortar stores with listening rooms, etc. I get the sense the esoteric stuff tends to be demoed in smaller, more private settings.
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