Both companies had problems in the rendering of warranty services - one didn't do the required service (or did it so poorly that it had to be done again) so the customer was inconvenienced and bothered to sent the unit back at his expense. The other sent a unit that was damaged in shipment causing the same inconvenience and bother to send it back. One problem (initial failure to perform the repair correctly) was caused by the company itself. The other problem (damage in shipment - although there appeared to be a more general problem with their drivers) was essentially outside of the company's control (maybe it could have been better padded - who knows?).
It isn't that there were problems. Problems are a part of life. What makes the comparison interesting and, I think, useful to the community was how one company owned up to the problem(s) and made it abundantly clear to the customer that they valued his business (picking up shipping costs, good communications, fast actions, etc.) while the other company made it equally abundantly clear that the customer was not as highly valued (refusing to reimburse for second shipping that would not have been needed if the repairs were done correctly in the first instance, poor communications, slow service, etc.).
Some people don't care about these kinds of problems because they really like the product and view the customer service problems as essentially irrelevant. Other people view customer service as the other side of the coin and, hence, as one of the keys to identifying whether they would want to buy a product from a company with often poor customer service.
I fall in the latter camp. I'm one of those people who thinks that the relationship with a company begins, does not end, at the point of sale. But that doesn't make someone who disagrees with me a "fanboy", "lover" or whatever. For some people, if they really like the product, they don't care as much about getting poor customer service or maybe they got good customer service. On the basis of the old saying about stopped clocks being right twice daily, even a company with terrible customer service will occasionally satisfy some people.
The issue isn't whether someone loves or hates the product. Nor is it whether someone agrees with me and others with similar experiences or is in "denial". That's not what I wrote about. The issue is customer service and letting people know who is good and who is bad at it, based on particular experiences. Writing about Grado versus Audeze costomer service was simply a useful means of demonstrating the point and creating a conversation about the fundamental customer service issues here.
Edited by ricmiclaw - 6/6/11 at 12:08pm