To compare a company like Hoyt, Matthews, Bowtech, etc to a small traditional bowyers operation is apples and oranges. Even a "big" trad operation like Black Widow is small by comparison. It's like comparing the corner hardware store to Home Depot. Ones not any better than the other, just different.
While the experience is not the same with a big compound company some still do have excellent customer service
That being said, I too prefer knowing I can call up my bowyer and speak directly to him at length about whatever we need to discuss. The trad community is smaller, and therefore by nature, more intimate and familiar.