Home General Asylum

General audio topics that don't fit into specific categories.

VPI, startups support and service

Greenthumb1, your use of Start Up in your April 1st thread entry here to describe VPI is appropriate. My interactions with VPI's management, production, service and repair groups in the early 2000's and later under Mat's reign demonstrated a startup's chaotic wing-it approach.

In 2002, due to a functional problem, I was directed to raise the platter on my purchased new VPI RCM. But, was unable to do this due to a production blunder made and ignored by the person who built the RCM and not rejected by QC: A platter flange screw was bent into a mangled 45 degree angle that stripped screw threads in a flange hole. Then as directed, I returned the RCM for repairs and to replace the warped dust cover. The repaired RCM returned from VPI in a condition functionally worse than before. And, instead of replacing the clean but warped cover with a new one, VPI enigmatically installed an abused, scratched warped cover.

VPI never had urgency to correct their on-going mistakes, not even to correct their goofy follow-up fix to the returned-but-not-repaired RCM. VPI also made bizarre excuses for the condition of the returned-but-not-repaired RCM. Amongst these, per why VPI installed an abused, scratched warped cover instead of a new one, "Remember, gravity is not the friend of these covers so whatever we give you, gravity will eventually run its course."

Later, under Mat's reign, I called to report a new product received from VPI did not work due to a manufacturing defect (so obvious a cursory QC process would have discovered it). To my mention it did not work, the VPI manager replied reproachfully, "Obviously you broke it." Then, in reply to my mention a fix might be made if VPI sent a replacement for a defective part was a derogatorily stated, "Oh you want something for free; will you be happy if we give you a freebie?" To show I was not a criminal, I sent photos of the problem and the defective part that illustrated what caused the problem.

As a follow up, VPI sent a replacement part but this also was defective (in a way different from the original part) and later sent a 2nd defective replacement part (defect similar to the original part). Instead of VPI building products to precise specs and thus know unequivocally whether a sub part works, both replacement parts were sent with fingers-crossed wishes that "We can only hope that the replacement will be successful." After the 2nd replacement part failed, Mat had me return the product.

Oddly, neither my receipt of a new product that did not work, nor their follow up of sending a defective replacement part (the 1st of two) escalated their priority to fix things. VPI would not even replace the 1st faulty replacement part until it was returned, and then took 22 days after they received it to ship its replacement. And VPI sent this on the 22nd day only as on that day I inquired about the whereabouts of this part. After the product returned to VPI more miscues occurred and the delays in achieving productive results were lengthy.

Ours is a hobby that is supposed to give pleasure. I've dealt with audio companies that apply established and sound processes and structure and exacting standards to every facet of business including manufacturing, quality control and service. I've also dealt with startups devoid of established processes and structure and those that never outgrew those traits. Today, I want to simplify, eliminate problems, and enjoy things more. And thus I am more selective about who I deal with. It's about fun; it's about the music not about grief, frustration and downtime.



Edits: 04/11/15

This post is made possible by the generous support of people like you and our sponsors:
  Atma-Sphere Music Systems, Inc.  


Follow Ups Full Thread
Follow Ups
  • VPI, startups support and service - JazzDude 14:23:01 04/10/15 (0)

FAQ

Post a Message!

Forgot Password?
Moniker (Username):
Password (Optional):
  Remember my Moniker & Password  (What's this?)    Eat Me
E-Mail (Optional):
Subject:
Message:   (Posts are subject to Content Rules)
Optional Link URL:
Optional Link Title:
Optional Image URL:
Upload Image:
E-mail Replies:  Automagically notify you when someone responds.