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VPI Prime Buying Experience

Hi all - this may belong in the vinyl forum, but I'm posting it here because I posted an inquiry regarding VPI customer service in this forum. The conclusion of that post was that VPI provides very good to great customer service.

Interesting as I can not even get an approximate timeframe as to when I might get the Prime I ordered last December. I have asked the dealer whose response is always 3-4 weeks. Dealer claims VPI keeps them in the dark. Matt @ VPI asks people to e-mail him directly and he will give an approximate timeframe. . . done. . . no response.

I understand the demand for the Prime exceeded expectations, but I also understand how simple it is for someone with basic math skills to develop an adjusted timeline based on demand.

Anyway, I am just passing on MY customer experience (negative) to anyone in line waiting for a Prime. Below is today's post to the VPI Support forum. I'm shocked that a business can be ran this poorly in 2015. They seem like jokers to me.

As I think about it, I should have asked Matt if he would mind if I paid for the Prime in a few months when I expect my income to exceed my planned expenses. I'm sure he'd be cool with that, right?

Again, this is just MY experience. Posts are available for review in VPIs support forum. I'm sure people will come out of the woodwork to tell me how positive THEIR client experience has been; my point is simply that MINE simply has not been good at all.

*******************************

Hi Matt -

At this juncture, no need to respond to my e-mail or any of my posts. I'll get the Prime when I do. Seriously, no need to actually do what you say you are going to do - it's your business and you my friend are entitled to 'run' it any way you see fit. I'm hoping you are better at designing turntables than 'running' a business.

A few assumptions I've arrived at based on MY experience with VPI.

1. My dealer and at least one other (posted by someone else in this forum I believe) both indicated VPI was not forthright in providing information. You indicate you provide weekly update e-mails to dealers. Seems to be a conflict here. Based on my experience, I can only assume the dealers provided were the ones providing correct information.

2. The 3D arm is new technology. VPI is having a lot of problem with the manufacturing of the arms to be up to specification. You allude to some kind of difficulty in one of your posts.

3. You indicated VPI would be provide better customer service in 2015. . . implying that the customer service you were providing was inadequate.

4. You are not capable of running a business, providing a good client experience and designing turntables simultaneously. Seriously, stick to what you are really good / great at and hand off the other pieces of work (or hire in the right person / people to do this work). I have not mentioned this yet, but I believe the Prime is going to sound great (my best friend has a Classic, and guess what. . . it sounds pretty great). This is the only reason I have not yet cancelled the order. . . there are several other manufacturers making great products, and providing a good customer experience. Notice I typed 'good', not great. I'm fine with good customer service, and don't need or require great customer service.

Something else I have not mentioned, over the past 20+ years I have worked for an organization whose goal is to provide the best client / customer experience in the industry. I have serviced client accounts and for the past 15 years have focused on process redesign. Central to almost all of the process redesign I have done is. . . the client experience. I'll give you one guess who defines the client experience for a well ran company. . .

Good luck in bringing the client experience you provide in line with the great sound of your tables. If you can nail both, you'll have achieved something great.

Craig


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Topic - VPI Prime Buying Experience - Schlep 14:45:52 03/18/15 (65)

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