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In Reply to: A question for all of the audio journalists among us - exposes?? posted by kavakidd on March 26, 2007 at 14:19:00:
...on equipment reliability in this industry.Most is anecdotal.
If it weren't for JD Powers and Consumer Reports, we wouldn't have the data on autos.
Follow Ups:
nt
> Didn't S'phile publish a poll of their readers regarding > service/reliability in the past?
Yes. As other posters have pointed put, it is very difficult to
get hard data on this subject. Dealers know for sure, but they are
notoriously tight-lipped, as are manufacturers. So we asked our
readers as part of a late 1980s survey regarding their purchases as
a whole.
What was interesting about the results was that reliability was
downplayed by owners. Some brands that high failure rates in the
field -- Thiel, for example -- also had extraordinarily high
customer loyalty, not the least because Thiel handled product failures
so well.
John Atkinson
Editor, Stereophile
take the high road like Thiel I imagine their reputation would still be intact as well.
"Man is the only animal that blushes - or needs to" Mark Twain
...and a large conglomerate....most large company managers wouldn't know good service if they experienced it...and most large companies give lip service to good service and taking care of customers in their mission statements, and then forget about it.I was a Division Chief at the end of 19 years, and after four years of it decided being an entrepreneur was better. 'Course I and my partner went broke giving good service in NYC, but........
BTW, I've experienced Thiel's good service firsthand, twice. I own three pairs of Thiel speakers, partly as a result.
Harry
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