Yesterday I spent one hour at Thiel facility in Lexington, KY.
I wanted to have the cloth of the 3.6's changed to black; the grills of these speakers are unique in that the cloth is not just stretched to the grills, but use the baffle as stretcher when they are on the speaker. So when the grills are off, what you have is a loose cloth. I thought it would be best to have them do this, and since they are relatively close, I decided that instead of sending the grills I would drive there and take the speakers. I had talked with them and they offered to check the speakers and retouch any and all veneer imperfections to make them look like new...so why not? (This last at a cost).
When I got there I was received by Gary Dayton, the Support & Service manager. I thought he would say hi, receive the speakers and go back to his busy day. Well, he didn't. He spent one hour with me, a guy that bought a used pair of their speakers.
He first took me into their listening room. My guess is that it's a 18x25ish room, fully treated. They have their past and current speakers line up and some gear that I had never seen and probably will never see again in my life.
I listened to the new CS3.7's driven by two 160 lb each Krell Evolution monos and Ayre source and pre. I did not want to leave. The 3.7's are smaller than the 3.6's, have a price tag of $10,000 and sound absolutely beautiful.
Then he showed me the whole manufacturing facilities. They make everything in there, except for some of the curved parts of their cabinets that they contract to a furniture company. They design and MAKE their own drivers, right there in Kentucky. Crossovers are done with custom parts and no circuit boards.
It was an awesome experience, and the one thing that called my attention the most, is how every person we met in the building said hi with a big smile. From the highest executive to the guy loading the trucks. What a great example of a customer oriented company!!