I'm not a Crown fan, for multiple reasons. But in fairness on this particular issue, Harman did have a software issue that made it virtually impossible for them to process sales, and I'll bet the same problem existed in the service side. After system-wide delays, everybody's repair is 'an emergency', and the fact that they couldn't bump your repair forward is as likely to be a commitment to treating everybody in line fairly.
Poor service, however, is becoming a major problem at lots of companies in our industry. Peavey (and now Crest, too) have traditionally had exceptional service response times, as another poster mentioned. But the last 3 amps I sent in averaged nearly 2 1/2 months to get back, and I've heard from others that this is now typical. As audio gear has moved to being sold as a commodity, many companies have cut back on any part of the business that isn't seen as a "profit center", and this includes service of all types, including technical assistance before the sale & after the sale. Repair/parts costs have frequently become absurd, too. I've waited over 6 months for replacement parts for some of our production inventory (from a non-Harman company, and won't likely be buying any more of that product line, as a result.)
I suspect that the impact on repeat customers is far more serious than the 'bean-counters' realize, though. I do know that our purchasing has changed based on what manufacturers will provide support, both pre-sale and post-sale. I've had to change $10,000+ orders from one manufacturer to another, because I couldn't get anyone from 'Company A' to even return a phone call! If you feel Harman has provided unacceptable support, you should by all means look for a supplier that will provide the support you need. There are still a (very) few of them out there.
I'd love to see a thread on what companies provide exceptional support, and what companies provide poor support!
Kent Elliott
