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VPI Prime Buying Experience

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Posted on March 18, 2015 at 14:45:52
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 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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RE: VPI Prime Buying Experience, posted on March 18, 2015 at 15:12:44
John Elison
Audiophile

Posts: 23900
Location: Central Kentucky
Joined: December 20, 2000
Contributor
  Since: January 29, 2004
 The Prime certainly is a nice looking turntable -- probably well worth waiting for. However, I understand your frustration. Did you have to pay for it already or will they bill you at the time of shipment?

 

RE: VPI Prime Buying Experience, posted on March 18, 2015 at 15:27:59
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Thankfully, I'm paying when it is delivered. One guy on the VPI site paid his dealer upfront and has been waiting some time.

I think the table will be excellent, I just wish I wasn't exposed to such vagueness - I was only looking for an estimated delivery date. Seems this information is not really shared.

Craig

 

RE: VPI Prime Buying Experience, posted on March 18, 2015 at 15:46:42
kentaja
Manufacturer

Posts: 4614
Joined: March 26, 2001
 Given the generally negative tone to Mat, some might even say nasty, it would not be a surprise to receive no response. Fortunately Mat is a reasonable man and easy to deal with. He is running a company that is experiencing explosive growth, a good thing for everyone, but can be frustrating and create problems such as yours.

 

RE: VPI Prime Buying Experience, posted on March 18, 2015 at 15:58:18
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Kentaja -

Have you reviewed my posts to the VPI forum? Please do so and let me know if you feel my tone is negative (excepting my last post which is captured here). Also, have a look at my posts to this forum, let me know if you see overwhelming negativity. You won't.

You may not like my perspective, and that's OK - I get what you are saying, but could care less. It is MY experience and it has been negative / anticlimactic as defined by ME (the customer of the process).

I've asked very nicely, multiple times for an APPROXIMATE timeline, not unreasonable, but can't get one. . . even when I did exactly what was asked. Sorry, that is poor (some would say non-existent) customer service.

So I expressed my opinion (BTW, negative due to the lack of forthrightness on the part of VPI), don't expect ANY response and will just wait for the table to ship. No problem.


Craig

 

RE: VPI Prime Buying Experience, posted on March 18, 2015 at 16:17:53
kentaja
Manufacturer

Posts: 4614
Joined: March 26, 2001
 Somehow I am not surprised by the response. Rather predictable I was also thinking how funny it would be if this sort of email was sent to say Roy Hall! Oh man the fire works.

When trying to resolve any conflict the best approach is to keep things 'I' oriented rather than 'you' oriented. In any conflict when the word 'you' is thrown around it always puts the other party on the defensive. During any conflict both parties must decide if they wish to resolve the situation or get their pound of flesh.

Here is an example.

'I' see an individual that is frustrated in this situation. 'I' might feel the same way if 'I' was in a similar situation.

'I' also see an individual that has limited skill in resolving conflicts.

Or I could say:

'You' are an unreasonable twit that needs to go away. Because 'you' did not get what 'you' want when 'you' wanted it 'you' feel the need to trash a good company on multiple public forums.

Which one works better?

 

Sounds like VPI is a tweener, posted on March 18, 2015 at 16:20:49
robotk
Audiophile

Posts: 422
Joined: May 23, 2003
 Too big, but not big enough.

I've run across this problem in other boutique industries - bicycles comes to mind. There are some boutique mountain/road bike companies that have wait lists measured in years.

There really isn't a great excuse. They are growing faster than their ability to meet demand and clearly their logistics aren't sophisticated enough to provide very accurate timelines.

I do agree - it sounds like they probably need to hire more people. I love getting email replies from HW/MW but it's probably unreasonable to expect a company of this size to have the founder and his son personally answer every customer service email that goes to VPI.

They do make a great product, though.

 

RE: VPI Prime Buying Experience, posted on March 18, 2015 at 16:42:54
John Elison
Audiophile

Posts: 23900
Location: Central Kentucky
Joined: December 20, 2000
Contributor
  Since: January 29, 2004
 If I didn't already have an excellent turntable and arm, I would probably buy a Prime. It just looks so cool to me and the 3D tonearm is supposed to sound very good. I'm sure you will be happy with it when it finally arrives.

Best regards,
John Elison

 

I don't get it. Why, oh why, would you give them a dime of your money....., posted on March 18, 2015 at 19:03:26
viridian
 ...if they treat you like that? There are many fine turntable marques. By purchasing the turntable you are just being an enabler. Time to vote with your wallet IMHO.

 

RE: Look at the bright side of the situation, posted on March 19, 2015 at 04:47:56
BCR
Audiophile

Posts: 2446
Location: connecticut
Joined: April 7, 2009
 when you finally get the table there will be a VPI Prime MK 2 version !

 

Why not post a build list, posted on March 19, 2015 at 05:14:03
jsm71
Audiophile

Posts: 1123
Location: Cincinnati OH
Joined: June 16, 2011
 When I bought my Decware (much smaller company) amp I tracked my build wait (about 12 weeks) from a posted build list made available on their web site. The actual names were not supplied, only something like Scott in Ohio. The list also showed a simple status (new order, built, test, ship, etc). They had considerably less orders so this was pretty telling.

VPI could use order numbers or some other identifying way for customers to know which order was theirs. They, like Decware, wouldn't need to put estimated ship dates on the list. Customers would only need to watch their position rise on the list over time. The rise rate would allow customers to get a feel of how fast orders were being processed.

An approach like that would likely have prevented the OP's frustration and that of all the others on the list. They would have considerably less "where's my order" emails/calls/tweets. This would allow them to service non-order related emails and possibly improve their reputation in spite of company growth. IMO people don't mind waiting as long as can gauge progress.

 

RE: VPI Prime Buying Experience, posted on March 19, 2015 at 05:18:22
fantja
Audiophile

Posts: 15524
Location: Alabama
Joined: September 11, 2010
 Thank You! Craig for posting your experience. I have heard that, on many occasions and since Matt took the helm, the customer experience has taken a hit over at VPI. It is imperative to post both positive & negative experiences upon dealing w/ these companies!

 

RE: VPI Prime Buying Experience, posted on March 19, 2015 at 06:42:37
AbeCollins
Audiophile

Posts: 46294
Location: USA
Joined: June 22, 2001
Contributor
  Since: February 2, 2002
 Me thinks their product line choices have grown beyond their capability to manage and support it. Simplify and reduce the number of SKUs.



 

Speaking of forthrightness, posted on March 19, 2015 at 07:47:34
steal2B
Audiophile

Posts: 245
Location: Hudson Valley, NY
Joined: October 8, 2004
 I get it you're ticked off. I get the point that you ordered a new toy and you're frustrated you do not have it yet. Your postings, however, infer you are merely looking for a generic ballpark assurance of when your turntable would be completed (In your words "I've asked very nicely, multiple times for an APPROXIMATE timeline, not unreasonable, but can't get one"). I am confused that when I look at the VPI forum as you suggest, I see the Martch 12th posting from Matt which states "My goal is by April for everyone to have their Prime and for it to become a readily available product." This post from Matt sure sounds like an APPROXIMATE timeline. Could it be that the real issue is that you feel slighted that the president of a company, who is trying to address a production backlog, didn't drop everything and provide you a personal e-mail response to provide the same APPROXIMATE timeline? I'm sure you will enjoy your turntable when it is delivered. I hope you provide some updates of your VPI experience a few days after you take delivery.

 

RE: VPI Prime Buying Experience, posted on March 19, 2015 at 09:18:39
Mick Wolfe
Audiophile

Posts: 3365
Location: AZ
Joined: October 10, 1999
Contributor
  Since: September 4, 2000
 That's what I've been thinking. Seems like there's too much complexity and overlapping in their offerings. Classic, Scoutmaster, Prime, etc. all bunched at similar price points. All they need to do now is add an amplifier to their product line to further complicate....oops, they've already done it.

 

RE: I'd Say You're Overreacting, But That's My Perspective, posted on March 19, 2015 at 11:06:03
thegage
Audiophile

Posts: 1157
Location: Western Mass.
Joined: April 29, 2000
 which comes from growing up in a time when there was no internet, no e-mail, no FedEx, no Fax, no cell phones, so I would say I'm a little more used to delayed gratification.

Case in point, last year ordered a phono stage from a company better known for their cartridges. At the time of order the product was out of stock but supposed to be available in less than two weeks. Fourteen weeks later the product arrived. In the meantime I called the seller for regular updates but at no time did I think I was owed an explanation from the manufacturer or even the President of said company because, like you, I had not put down any money. It was my decision to wait or move on to another product.

It's clear that VPI is going through the growing pains associated with a successful product and doing the best they can. There will be some hiccups and customer service issues. I know you're posting here to follow up earlier comments, but to me your multiple posting of the same thing smacks a bit of feeling unreasonably entitled to more attention than perhaps the situation warrants.

But that's my perspective.

John K.

 

I agree, posted on March 19, 2015 at 11:14:41
E-Stat
Audiophile

Posts: 37649
Joined: May 12, 2000
Contributor
  Since: April 5, 2002
 I am the proud owner of several VPI products going back to the late 70s, but it seems they have created lots of overlap in the mid range of the offerings. Three Classics, Aries, Scoutmaster and now the Prime?

I'm happy with my Scout using the 300 RPM motor on an HW-2 base. :)

 

Agree. Flush 'em and move on. (nt), posted on March 19, 2015 at 14:55:30
Otis1
 .

 

RE: I agree, posted on March 19, 2015 at 15:35:19
Brian Walsh
Distributor or Rep

Posts: 10768
Location: IL
Joined: December 6, 1999
 Had an HW-2 base years ago which I purchased from Howard Royal, who lived in Newnan. Did you know Howard?
Brian Walsh

 

LOL! , posted on March 19, 2015 at 16:01:11
E-Stat
Audiophile

Posts: 37649
Joined: May 12, 2000
Contributor
  Since: April 5, 2002
 I have met Howard Royal. Do you realize he was a toilet magnate? I think many of us have used a Royal urinal before. :)

It was actually Dr. Cooledge (JWC to TAS fans) who knew of him. One Saturday back in---'78 or so, I rode with JWC down to Newnan (just south of 'Lanta) to hear Royal's Levinson HQD system. Harold was also hyper sensitive to dust so he had an elaborate filtration system in his listening room. Really picky guy.

Nice system, but I still preferred JWC's Dayton-Wrights.

 

RE: LOL! , posted on March 19, 2015 at 16:41:12
Brian Walsh
Distributor or Rep

Posts: 10768
Location: IL
Joined: December 6, 1999
 I met Howard through the Atlanta Audio Society back in the mid 80s, of which he was president for many years. Now that you mention it, I do recall he had a special air filtration system, but I also remember all of the audio gear and knicknacks in his room :-)

Howard was quite a character. The HQD must have been long gone by then, because he was using Watkins WE-1A speakers at the time and alternated between an Eagle 7A (or was it two?) amp and a pair of ARC M300s or some such, along with his SP-11 preamp and I think a VPI TNT with an ET arm.

Actually Howard wasn't a toilet magnate, he invented the flush valve, on which you still see his name (Royal) to this day on urinals and toilets (water closets), Sloan being one of the most popular manufacturers of them. He made his claim to fame and lots of money with the "royal"ties. Royal Flush, get it?

What a nice man he was.

Small world, isn't it?
Brian Walsh

 

RE: LOL! , posted on March 19, 2015 at 18:10:19
E-Stat
Audiophile

Posts: 37649
Joined: May 12, 2000
Contributor
  Since: April 5, 2002
 Howard was quite a character.
Yep.

Actually Howard wasn't a toilet magnate, he invented the flush valve, on which you still see his name (Royal) to this day on urinals and toilets (water closets)

Right. Call it whatever you please.

 

RE: LOL! , posted on March 19, 2015 at 18:31:52
Brian Walsh
Distributor or Rep

Posts: 10768
Location: IL
Joined: December 6, 1999
 > Right. Call it whatever you please.

A flush valve could be considered analogous to a carburetor rather than the whole engine. The porcelain fixture is something else.

But if you mean toilet vs. water closet, that's another subject. In other countries it's a WC, and toilet refers to the room in which it is located. :-)
Brian Walsh

 

In any event, posted on March 20, 2015 at 06:00:46
E-Stat
Audiophile

Posts: 37649
Joined: May 12, 2000
Contributor
  Since: April 5, 2002
 I think of Howard whenever I pull the handle with his name on it. :)

 

RE: VPI Prime Buying Experience, posted on March 20, 2015 at 09:21:40
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Kentaja -

I get what you are saying, however, I doubt following the etiquette you propose would get me the answer from Matt that he said he would provide if e-mailed.



Craig

 

RE: I don't get it. Why, oh why, would you give them a dime of your money....., posted on March 20, 2015 at 09:24:16
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Viridian -

I agree with you 100%, until you impact a person's wallet / pocketbook, it's all 'lip-service'. Problem is that I think the Prime will be the best fit for my system. I would love to buy a $3000 - $4000 table from my local dealer, but I don't think their product line will be a good match for the rest of my system. We will see how the Prime sounds when it arrives, I could be wrong.


Craig

 

RE: Speaking of forthrightness, posted on March 20, 2015 at 09:30:03
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Steal2B -

I did see Matt's 3/12 post. . . at the same time I saw his March 10th post which asked any forum members waiting a long time to e-mail him directly and he would respond with an 'accurate time-frame'.

I don't feel at all slighted that Mat didn't stop what he was doing and provide a response, however, I have little patience in my life for those who say one thing and do another.

He did provide a 'by April' timeframe so, we'll see how that works out. It's not April yet.

I have to work to earn a paycheck, I shouldn't have to work so hard to spend it. . .


Craig

 

RE: Speaking of forthrightness, posted on March 20, 2015 at 10:56:29
steal2B
Audiophile

Posts: 245
Location: Hudson Valley, NY
Joined: October 8, 2004
 I'd venture a guess the April estimate is a safe bet since VPI should have a handle on the production capabilities and the backlog by now. (It's simple division by now). It also appears they have streamlined their product line since a number potentially available tables are no longer identified as being in their normal production portfolio but are custom orders. I feel sorry for customers who had to front the full cost of a Prime to get in a previously vague long line. Although you had to wait for your new toy, at least you did not have to front the cost of admission. If you think your wait is long, try getting a control unit for an L07D turntable re-capped.

 

RE: LOL! , posted on March 20, 2015 at 13:34:30
fantja
Audiophile

Posts: 15524
Location: Alabama
Joined: September 11, 2010
 A royal flush, indeed!

 

If you made those comments about me and my business I'd ignore you as well …. , posted on March 21, 2015 at 01:49:43
three_sox
 ...What possible incentive does one have to reply to your insults?

You are going to buy the product regardless, at least according to you.

You can try and justify your comments anyway your self-centered mind can conjure up but do you know for a fact the guy received, read and then ignored your email or are you just guessing?

Without knowing the answer it is impossible to tell how big of a jerk you really are.

Cheers.










 

RE: VPI Prime Buying Experience, posted on March 21, 2015 at 06:05:51
kentaja
Manufacturer

Posts: 4614
Joined: March 26, 2001
 As I recall Mat did not respond to the email. I don't believe any of us would appreciate this kind of email and would be unlikely to respond.

I can assure you my approach would be more productive. More likely a response would have been sent. I have been in this type of situation many times and it is amazing what some kindness, understanding and a plea for help will produce.

One of those situations where it is not what was said but how it was said. The tone was nasty, ugly really uncalled for. It is not like Mat committed to life saving surgery on a family member and dropped the ball.

There is an old saying one will catch more flies with honey than with vinegar.

 

RE: VPI Prime Buying Experience, posted on March 21, 2015 at 08:49:10
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Kentaja -

You are missing some facts. I asked in a perfectly acceptable (probably even to your standards) several times - please review my (maybe 6 posts) on the VPI Support Forum. Let me know if you find any 'tone' in them. I didn't just walk into this situation and fire off this e-mail.

I do feel the manufacturer bears some level of responsibility / transparency to manufacturers and/or end users.

Moral of the story. . . know and understand the facts before you presume to tell someone what the best way to act / communicate is my friend.

As previously stated, at this juncture, I have said my piece and am just waiting for my Prime.

Seems some aspects of VPI are ran more like a lemonade stand than an actual ongoing business concern. . . even though they have been in business for decades. wow

This is all I have to say regarding this matter (to you anyway).

Craig

 

RE: If you made those comments about me and my business I'd ignore you as well Â…. , posted on March 21, 2015 at 09:13:54
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Three Sox -

At this point, no incentive to respond. Which I accepted before I drafted my post regarding this issue. Again, just waiting. The wait should not be long now as Matt wanted to be caught up on Prime back orders by April.

I may appear self centered because it's my money. That's OK.

I have a right to voice my perspective - like it or not, I did provide legitimate business feedback. Too bad some can't 'man-up' and put on their big boy pants and accept that.

'Do you know for a fact the guy received, read and then ignored your email or are you just guessing?' I've thought about this, and I don't know with 100% certainty that he did. Until I hear otherwise I have to assume the e-mail was received. Also, I have to make this assumption based on the lack of responsiveness VPI seems to provide retail shops and customers alike. Seems fair to me :)

Just for fun, let's live in 'pretend world' for a minute... I would have to make zero assumptions (and neither would others who share my experience - - - and there most definitely are others) if VPI would just be better communicators.

Holy good G*d Batman! I'm really on to something here. . . transparency and communication create a better customer experience. Who would have known????

Some people face the fire, and others run for cover. . .

Fun toying with you. . . please post follow up comments as you feel necessary : ) I'll stand my ground. Buh-Bye. . .


Craig

 

"I've thought about this, and I don't know with 100% certainty that he did.", posted on March 21, 2015 at 17:04:40
three_sox
 ... Instead of rabbiting on about living in a pretend world and assumptions etc... How about you pick up a phone and ask him? Gosh, what a novel idea.

Your comments seem very self-centered to me. Making the excuse "because it's my money", doesn't hold water. You have not spent any money.

Of course you have a right to voice your perspective, so do I. It is not legitimate business feedback because it is based on a guess.

If you truly want to help yourself and the company, pick up the phone and call them. Or is this suggestion beyond you?

You can stand your ground all you like, or actually do something constructive, your call.

Good luck.





 

RE: VPI Prime Buying Experience, posted on March 23, 2015 at 11:32:15
StimpyWan
Industry Professional

Posts: 6
Joined: January 6, 2001
 There was a very similar thread, concerning VPI customer service, over on the Steve Hoffman Forums. The OP posted about receiving a defective VPI table, and not receiving help from his Dealer or VPI. And unfortunately, the OP there received very negative responses, as a result of his questioning the level of customer service, that VPI provided him.

Matt even joined in the discussion, and tried to clear up any misunderstanding the OP had with VPI, but it got ugly after that. Mainly with additional comments from other posters to the thread. This seemed to upset Matt, as he even made a comment, to the effect of, not wanting VPI in the 1st place. Once that happened, the entire thread was locked and deleted. A shame too, as I felt that any potential VPI customer should know what to expect, when dealing with VPI. Positive or Negative.

 

RE: VPI Prime Buying Experience, posted on March 23, 2015 at 14:47:47
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 StimpyWan -

Thanks for sharing this. Any issue has its proponents and detractors.

My point of view is exactly that. . . just my point of view. I can accept that.

I believe the Prime will be excellent, but there is clearly a gap here in customer service / setting customer expectations. Hopefully VPI 'rights' that (I'm referring here of the big picture, not my issue so much).

I've only spoken to Matt once - for maybe 5-10 minutes over the phone when I was narrowing my turntable choice. Seems like a nice guy.

I expected some negative comments here to be honest, but I know others shared some of my observations (so it's not just me by any stretch of the imagination).

Once I gave up on asking, I drafted the communication you see above. I didn't expect a response. I will just wait for the table. As I now know what to expect (little to nothing), that is fine.

In the end, the companies who are successful in providing customer service are those who value customer service as part of their business model (and the related costs of providing said customer service). Ayre comes to mind. They have been both accessible and wonderful when I've needed them. I have an all Ayre system - less the analog. There are other examples as well. Part of my personal evaluation when purchasing companies is what is their reputation for customer service (among other things like longevity and quality).

Interestingly, today, I noticed Matt had a post where he and Harry were involved in creating / opening 4 new listening rooms in the factory for (maybe) an upcoming NJ audio show. Maybe Matt is just over committed.

Again, thanks for sharing.

Craig

 

RE: VPI Prime Buying Experience, posted on March 23, 2015 at 17:27:27
StimpyWan
Industry Professional

Posts: 6
Joined: January 6, 2001
 You're welcome Craig,

I'm not trying to disparage VPI. I just wanted to relay info, about a thread, that I was actively involved in. Also, VPI builds some awesome tables; if I needed that level of table, I wouldn't hesitate to consider their product.

Also, the OP, of the thread that I mentioned, was having sound quality issues with his newly purchased table. As such, he asked his dealer to verify that his table was functioning properly. His dealer seemed to think everything was OK. So, to prove to himself, that it wasn't his imagination, the OP upgraded most of his front-end electronics, thinking that was the cause of his playback issues. But, after the upgrades, he still had a sound quality problem. So, I believe that's when he asked VPI, to investigate his complaint. Eventually, after much back-and-forth communication, his table was found to be defective. Something about the tonearm geometry being off. The arm mounting hole was drilled in the incorrect location, preventing proper tonearm and cartridge alignment. Eventually, I 'think' VPI provided a new, correctly manufactured plinth to resolve the issue.

Oh yea, that new Prime looks awesome! I hope it lives up to your expectations, once received. In the meantime, maybe this will help!

Good luck.


 

RE: VPI Prime Buying Experience, posted on March 24, 2015 at 18:58:04
JazzDude
Audiophile

Posts: 368
Joined: July 30, 2002
 Hello Schlep in Cincy. Per your original inquiry, a post I can no longer find, about the quality of VPI customer service. The response received was from a small subset of ALL audio hobbyists: Those that read your query on the Vinyl Asylum when your thread was active AND from that small group you only heard from those interested in making a public response. Statistically the results are quite diluted.

Wouldn't you prefer to make your own judgment? If you like the turntable and as an owner would be happy to receive the same quality of support as you have had to date, pull the plug and get it. Otherwise there are plenty of alternatives; some better some worse, from dealers and mail order.

FYI: I've had experiences with VPI customer service, during Mat's reign, and years ago under the old reign. Both experiences were bizarre, at times it seemed I was dealing with flat-earthers. And management could be belligerent without reason, quality control was sloppy, excessive time required to fix things, products were returned partially fixed or with the same problems, no priority given to correcting mistakes they made, no structure in their support organization, etc.

Ours is a hobby that is supposed to give us pleasure. And I am aware and happy that VPI has users, customers, employees that have had good experiences. Though that does not invalidate that others have had experiences different from those.

 

RE: VPI Prime Buying Experience, posted on March 25, 2015 at 09:50:45
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Jazz Dude -

Thanks for sharing your thoughts. I was curious to see what others experienced with VPI before drawing a conclusion, i.e., I try to temper my judgment with experiences of others.

Seems like the 'fanboyz' are ardent VPI supporters who like to point the finger at anyone who questions VPI customer service, and some others are willing to discuss the service issues they have experienced with VPI.

There are certainly others who share my point of view - just read thru some of the posts on the VPI board about customer service.

I am strongly considering other products at this point - I just don't want to deal with a company whose customer service seems to be (at times) and afterthought. Each day, I give less and less benefit of doubt to VPI. This is a shame as they have some great products - which is probably what kept them afloat all these years.

Too bad - because to your exact point. . . this is about having fun. I love music, have played my whole life and been a semi-pro musician for several years. What I am not is a 'flavor of the month' or equipment turnover guy who is chasing the holy grail (thank god), and for whom the equipment represents the hobby and not the music. So, I'm glad you reminded my of that - there are plenty of valid alternatives available.

Craig

 

RE: VPI Prime Buying Experience, posted on March 27, 2015 at 09:24:05
The Dill
Audiophile

Posts: 2199
Location: Portland, Oregon
Joined: July 1, 2004
Contributor
  Since: February 3, 2016
 Here you go, a new option!

 

Yikes!, posted on March 28, 2015 at 14:15:02
Bromo33333
Audiophile

Posts: 3502
Location: Ipswich, MA
Joined: May 4, 2004
 I am not sure I'd be eager to respond to such a nasty note! You might want to have toned it down and maybe just a "Hey! Hope things are going well - I am really eager to get the Prime ... do you have an ETA? I do understand it's in pretty high demand!"

Honestly, when I ordered the 'table I am using right now, it took 8 weeks to get in, and it was 12 weeks of silence. Great turntable. ANd given my ownership cycle of this is going on 5 years with no end in sight, a few extra weeks isn't going to hurt anyone.

The best stuff usually involves a wait, be patient. It isn't worth getting tied up in knots over.

But also since you were trying to lecture VPI on how to be cutomer oriented, I'll put my 2 cents in for you: All of this, whether you are a customer, or supplier is relationships, and relationships based upon respect and treating each other in a polite manner. You have the relationship with your dealer, and now VPI hanging in the balance because a turntable is a couple of weeks late because they are hit with unexpected high demand? Relax. Don't be "that guy." And write an apology to VPI while you are at it.


====
"You are precisely as big as what you love and precisely as small as what you allow to annoy you." ~ R A Wilson

 

RE: VPI Prime Buying Experience, posted on March 29, 2015 at 03:53:36
PMC0607
Audiophile

Posts: 168
Location: Austin, TX.
Joined: January 1, 2014
 When I was shopping for a table I heard the VPI tables and they sounded analytical to me kinda like Theta Digital back in the 90s. Look around seems like you have plenty of time.

 

RE: Yikes!, posted on March 29, 2015 at 08:26:28
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Bromo -

I wish it was 'a few extra weeks'. Delivery was slated for January (per dealer). . . and it is April in 3 days. My personal math categorizes this as beyond a few extra weeks.

To be clear - I did not expect a response after my post. I had relented to the fact that VPI has communication issues, i.e., i accepted that I would just sit and wait it out.

Turns out (per dealer), VPI IS having problems with the new are technology as suspected; problems with the arm raising/lowering mechanism breaking before models left the factory. There apparently was a redesign to correct. It would be nice if VPI was transparent enough to share this with those who have been waiting several months (by far, I am not the only one).

Also, please see post below from the VPI Forum. . . seems reasonably worded to me. No response.

Lastly, and quite ironically, you state that I lectured VPI on customer service, then you tell me a better way to approach things, and that I should write an apology note to VPI? Your moniker does not disclose that you are a VPI Shill. . . I thought there were rules about that.

Sorry you feel compelled to jump in and 'defend' VPI when Mat can't even do it himself. You are quite the maternal one. Sorry that I didn't use words that were constructive and more positive. . . anyone running a business would do wisely to accept criticism no matter how it is packaged and learn from it. FACT. . . the customer experience is defined by the customer. Seems like a foreign concept to some people running a 'business', or as I like to characterize it. . . they run their business like a lemonade stand.

Anyway, thanks for trying to show me the light and make me a better customer. Sorry, but I don't think anyone looks good wearing brown lipstick : ) but hey, some of us seem to prefer it. . .

*************************************
Re: VPI Prime
OK, so it's not just me : )

Matt, would you be willing to shed some light on the situation by discussing approximate backlog? I think it would be helpful to a lot of people. Thank

 

April 1st Update. . ., posted on April 1, 2015 at 07:50:35
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 A quick update on VPI Prime delivery:

Mat expected to be 'caught up' and have VPIs in owners hands by April 1 (his words - see VPI Prime thread on VPI Support Forum). . . Did NOT happen. (to be very clear on this point, I did not expect it to happen - while I can't see the future, I certainly can see the past).

Not surprisingly, others who have posted to the VPI Prime thread are experiencing the same themes as I have been: 1) no direct response from VPI 2) one had a 'guaranteed' delivery date of something like 3/14 and received. . . nothing (to be fair, the 'guaranteed' date was provided by a dealer, not (as far as I know) VPI. That said, I would like to think dealers have a good enough relationship with VPI that they would work TOGETHER in determining a 'guaranteed' delivery date. Seems no dealer has this relationship with VPI. Heck my dealer wouldn't even bother calling them because they expected no definitive / reliable / accurate / truthful response from VPI (based on their past dealings on this exact issue).

The newest offering of an 'excuse' is VPI went from 4 to 12 employees and is considering adding a night shift. Yawn. . .

I know some of the readers of this will think I'm a horrid man for calling things like this out. That's fine. I believe everything stated above is fact, so it's kind of hard to argue to the contrary.Point is, hey, it's just not me by any stretch of the imagination.

Just my opinion, YMMV. . . : )

 

RE: April 1st Update. . ., posted on April 1, 2015 at 08:04:46
greenthumb1
Audiophile

Posts: 15
Joined: April 1, 2015
 I've been puzzled by a number of issues left un-discussed since watching this and other threads related to VPI's production problems with the new Prime table. I don't know the answer to these issues, I'm just curious why they haven't been discussed by the customer base or explained by the mfr:

1. VPI announced the new Prime table in Sept IIRC, and started taking pre-orders at that time. They started shipping first product in mid December. They were immediately back logged. Q: How do you underestimate production when you take pre-orders? If you planned on holding zero inventory of the product, you would still know with near certainty, how many tables to make by the number of pre-orders.

2. How could sales exceed expectations by a factor of 3x (per HW)? What were VPI's expectations? Did the pre-orders match expectations 1:1, then on day one of production suddenly triple? If pre-orders exceeded expectations, wouldn't that be a good indicator to adjust your production forecasts?

3. VPI seems to be responding by hiring additional staff to help with production. In March? Why not in October so they are properly trained by the time production starts?

4. I've read many posts by Mat where he and HW are just finishing up after a long day of assembling Prime TTs and it is the wee hours of the morning. Admirable that the CEO and the retired founder are rolling up their sleeves to help out. Is that really the best use of their time and capabilities? We're talking assembly work here, right? Why not hire workers from a temp agency to turn screws and let VPI staff do the final QC and test?

5. After 2 months of this level of activity, people are posting that they just received their new Prime table, SN #0070. That's 35pcs/month or just over 1.5 tables per day (based on a 5 day workweek). Does that sound right?

6. Despite the CEO and the retired founder working day and night to produce tables, they still find time to refinish an old house to use for custom listening rooms and visiting press? I can certainly see the appeal to do a project like this, but when you have standing back orders for 3 months, I would think all other priorities are subordinated to fixing production.

7. I've never visited the VPI factory, so I'm not sure what they actually make there. It sounds as if most, if not all of the components are outsourced to vendors and VPI staff assemble the components into finsished product. Is this a correct assessment?

8. If the hold up is at the subcontractors VPI uses, did they not communicate their production expectations or pre-orders to their vendors? Are there no other vendors they could use to help alleviate the back log?

 

RE: April 1st Update. . ., posted on April 1, 2015 at 09:24:34
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Greenthumb1 -

Nice post; I like it more than my own posts regarding this :)

You raise some good points - probably never to be addressed by the people who know best. . . VPI.

My issue is really centered around a total absence of communication, at least reliable, consistent communication. Communication to both retail organizations and the customer / end user.

I 'get' that orders exceeded expectations. This is OK - how can you really predict this accurately. What I don't 'get' is why not sit down, consider all of the process inputs including delays and such and share a very realistic adjusted timeline with consumers and retail organizations? That level of transparency would have been greatly appreciated. At least I would know a 'real' timeframe and make decisions or adjust expectations according, i.e., I would not have to play a 'guessing game' as to 'when'.

Based on a brief conversation, I would guess Matt is a good guy. I think he's over committed and doing what he thinks is best at managing the whole process. My personal opinion is that VPI would be in a much better position had there been candor in the matter from the beginning.

I'm not in any way invalidating anything you have said / typed, because I've had pretty much all the thoughts you outlined.

It's too bad - the VPI tables I've heard sounded pretty good to me. Will I end up buying /owning one. . . probably not.


Craig

 

RE: April 1st Update. . ., posted on April 1, 2015 at 09:38:07
greenthumb1
Audiophile

Posts: 15
Joined: April 1, 2015
 I can certainly understand your frustration; I think you have been more than patient.

My guess for the lack of transparency is if VPI put all their cards on the table and explained where they are and what happened, they wouldn't have any excuses to fall back on. If the delays were justified, you would think they would explain it in terms that reasonable people could understand, and take themselves off the hook. On the other hand, if the reasons fall back onto VPI, I could certainly see why they wouldn't expose that.

 

RE: Agree. Flush 'em and move on. (nt), posted on April 1, 2015 at 17:37:59
michaelhigh
Audiophile

Posts: 839
Location: midwest
Joined: August 18, 2010
 VPI seemed to me a viable choice, a well-reviewed product, with knowledgeable staff and quick turnaround of orders and issues.

When a dealer friend of mine told me that he'd drop VPI and carry SOTA instead, my inquiring why was answered with complaints about receiving warranty parts and service for his clients in a timely manner.

Sad. Attractive products with poor customer service and dealers jumping ship? Not into any of that.

 

RE: April 1st Update. . ., posted on April 2, 2015 at 07:50:05
Alan Sircom
Reviewer

Posts: 273
Location: London
Joined: May 27, 2009
 Questions 1, 2, and 3 are entirely related.

No-one anticipated the vinyl revival would become quite as international as it became across 2014, and no-one anticipated it would continue to grow at such an exponential rate in the places it had begun.

For example, we were expecting the UK vinyl market to increase by about 20%-30% year-on-year, as it has been doing since about 2009. Instead, the LP market grew 98% in a single year, and the growth has been across the board. This kind of growth is good, but potentially catastrophic for small businesses - I know of a couple of well-respected companies in the turntable business who are placing orders into late 2016, because demand is in overload.

The other problem with this overload is simple - try asking the bank for extended credit on what they see as a dead entertainment format. You either get a flat 'no' or end up signing the sort of contract that you haven't seen since you last saw Goodfellas.

As a 2015 TT business, you don't get to pay for extra staff needed to be in the TT business in 2015 until the money to pay for those extra staff starts coming in, which is why bosses spend all day and night building stuff. And if they are building stuff, they don't have time to answer emails about the stuff they haven't built yet.

There are those who are experiencing the same sudden growth problems VPI is suffering, but they aren't quite so visible here because most of you aren't spending $500 on a complete turntable package, or because their brand doesn't have the same traction in the US. There are also a lot of brands where the vinyl revival is simply passing them by. At least VPI is one of the all-too-rare rising stars.

On the other hand, I completely get why 'cut VPI some slack' doesn't work here, because a lot of slack has already been cut. But in part, this is because I don't think there are many other US TT makers with a dog in the international fight any more. Which is a shame.
-

Editor, Hi-Fi Plus magazine, Lun-duhnn, Ingerland, innit

 

RE: April 1st Update. . ., posted on April 2, 2015 at 08:18:04
greenthumb1
Audiophile

Posts: 15
Joined: April 1, 2015
 Everything I asked in my first post is still valid. You make it sound like VPI is a start up with no resources; they have been around for 35 years. If they don't have a standing line of credit to tap, they are terrible business people.

Banks don't determine loans by what industry you are in; all they care about are ratios: Debt to Assets, Debt to EBITA, Loan value to free cash flow or Loan Value to sales.

If sales are increasing (and your pre-orders indicate this) and you think you can charge your customers before you build their product and hold off hiring needed staff until after you bank the profits, you're not going to be in business very long. For a start up, maybe this is necessary, but again, VPI is 35 years in.

Delays and money problems aside, why doesn't VPI just give a realistic timeline to their dealers and customers, per the OP? Excuses are like a$$holes: Everybody's got one and they all stink. It all points to the same conclusion: Bad business practices.

 

RE: April 1st Update. . ., posted on April 2, 2015 at 09:31:34
Alan Sircom
Reviewer

Posts: 273
Location: London
Joined: May 27, 2009
 Did the whole debt crisis just pass you by? Maybe it's different in your time, but here in 2015 the banks aren't loaning to small businesses. And they definitely aren't loaning to businesses in this sector, irrespective of the financial solidity of the company, or the length of time the company has been around.

But I like this concept all the same, because I'm financially sound and there are a lot of gaslight designs that are out of patent. I could clean up and take over the whole gas lighting market.

You're right that a company should give realistic delivery timelines. But this cuts both ways; if a company said "sorry domestic buyers, we have to satisfy the two-thirds of our market that now represents our export market first... please hang fire for six months or so" would you wait?
-

Editor, Hi-Fi Plus magazine, Lun-duhnn, Ingerland, innit

 

RE: April 1st Update. . ., posted on April 2, 2015 at 10:36:46
greenthumb1
Audiophile

Posts: 15
Joined: April 1, 2015
 I don't think we're talking about long term loans here; more like a 90-120 day line of credit. The kind of money we're talking about, you could put on a credit card (I throw away offers for $25-50K preapproved CCs almost every month). VPI also doesn't seem to be hurting for cash as HW just spent 2 weeks in the Caribbean and they just refinished a house and filled it with high end audio equipment. Are VPI's production problems related to working capital, or did they just plan poorly?

What difference does it make where the demand is coming from? It should be filled on a first come first served basis, and (again) they took pre-orders for 3 months. I think the O/P would have been satisfied if he received an answer that outlined realistic timelines and then VPI stuck to it.

Why are you making excuses for VPI?

 

RE: April 1st Update. . ., posted on April 2, 2015 at 11:12:05
Alan Sircom
Reviewer

Posts: 273
Location: London
Joined: May 27, 2009
 I'm not making excuses for VPI. More importantly, if someone has a complaint with the company, especially one that they feel they has not been sufficiently explained in private conversation, then they should take it public.

I have absolutely no problem with that. And there's no way I would attempt to defend the action of a manufacturer under those circumstances..

However, someone with a posting history of precisely four posts, all on the topic of VPI, and some containing some relatively detailed information about the company (such as serial numbers, HW's holiday plans)... well, forgive me, but my Spidey Sense is tingling here. I would defend a manufacturer against such activity, if I smelt a rat.

Of course I might be wrong here, but who are you? Rival manufacturer? Disgruntled ex-distributor? Stalker?

-

Editor, Hi-Fi Plus magazine, Lun-duhnn, Ingerland, innit

 

RE: April 1st Update. . ., posted on April 2, 2015 at 11:29:07
greenthumb1
Audiophile

Posts: 15
Joined: April 1, 2015
 New to this blog, not VPI's forum, if you follow them at all you would know all of this is common knowledge.

I also used to work in finance, so I understand loan criteria. Your gas light example was so naive and simplistic I wasn't going to respond to it, but it occurred to me that since you write about audio equipment for a living, maybe you do not understand finance or mfg.

If you did a start up company to make gaslights, you WOULD have trouble securing a loan; not because you mfr gaslights, but because you are a start up with no assets, sales history, cash flow or collateral. It wouldn't make any difference if you mfrd gaslights, solar panels or wind turbines. However, if you were an established company that made gaslights for 35 years and your numbers were in line, then you should have no problem getting a line of credit to expand production. Banks aren't run by the little guy on the Monopoly game board, they are run by people who work for a living and follow rules established by their governing boards and the regulatory agencies.

 

RE: April 1st Update. . ., posted on April 2, 2015 at 13:00:28
Alan Sircom
Reviewer

Posts: 273
Location: London
Joined: May 27, 2009
 If you are a follower of VPI's forum, fare enough. And if so, I apologise for barking at you, but this is one of my hot buttons from personal experience. Having been on the wrong side of a FUD campaign from a perfidious rival in a past business, my take on those who use the anonymity of a forum to undermine a rival is pretty harsh.

As to the financial issues, maybe this is the difference between UK and US finance. It has been all but impossible for manufacturers in this sector to extend their credit in the UK, irrespective of the health of the company or how long they have been in business. It's possibly why so many of our companies are now in with private equity companies. And they generally won't look at a brand the size of VPI.


I also know people in the magazine business, working in controlled-circulation B2B companies with good track records in growth markets, and they can't get a red cent out of their banks because 'media is dying'. Nor can they invest in migrating to web without venture capital.

So maybe things are different now, or maybe they are different here.
-

Editor, Hi-Fi Plus magazine, Lun-duhnn, Ingerland, innit

 

RE: April 1st Update. . ., posted on April 2, 2015 at 13:19:26
greenthumb1
Audiophile

Posts: 15
Joined: April 1, 2015
 I have no axe to grind with VPI. I thought I could shine a little light on the subject by asking what I thought were relevant questions. Didn't mean to step on anyone's toes.

 

RE: April 1st Update. . ., posted on April 2, 2015 at 14:32:37
Alan Sircom
Reviewer

Posts: 273
Location: London
Joined: May 27, 2009
 No toes trodden on, and I don't disagree about asking questions in this matter.

Have a great Easter
-

Editor, Hi-Fi Plus magazine, Lun-duhnn, Ingerland, innit

 

VPI, startups support and service, posted on April 10, 2015 at 14:23:01
JazzDude
Audiophile

Posts: 368
Joined: July 30, 2002
 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.

 

We have them, and on display too, posted on April 22, 2015 at 16:57:47
Kevin Deal
Dealer

Posts: 369
Joined: May 29, 2000
 If you guys want to check one out. We're outside of L.A.

I know there have been a lot of burned up people about this. If you have questions call me at 909-931-9686

 

RE: May 1st Update. . ., posted on May 1, 2015 at 06:57:59
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 A quick update on the Prime. . . still undelivered. Ordered December 30 of last year.

Wow, I never though the oft quoted PT Barnum line would apply to me.

It's OK, it simply provides further affirmation that VPI does indeed employ the 'lemonade stand' business model.

Again, just an update, I'm not looking to argue with the sympathizers who liken VPI to an artist who creates magic on their own schedule. Per Matt, the goal was to satisfy all back orders 'by' April. Even after tripling staff, this can't be done. wow. It's probably the new tonearm technology causing problems, or perhaps it takes longer to train new employees to drag their feet like the rest of the organization.

Just my opinion. . . YMMV

Craig

 

RE: May 1st Update. . ., posted on May 1, 2015 at 07:25:29
geezerrocket
 Jeez this sucks!

I have been watching this thread and can't believe you still don't have your turntable and arm from VPI.

We should get a board and start a pool.

I look forward to your June 1st update.

My condolences.



 

Good thing you aren't holding your breath, posted on May 2, 2015 at 10:17:00
dirtyvinyl
 Good grief! You're held captive simply because of demand.
I would have bailed at the 60 day mark. After that, if a VPI is still desired, look at the Classic line or a used Aries.
Otherwise, would look at the many options out there(other brands)

I have a Classic(latest iteration)and enjoy it. My direct interaction with VPI was positive. Needed the rubber spindle washer and it was handled by a friendly staff member. Showed up in the mail within a week-n/c.

While I haven't read the complete thread, I caught your initial post.
Noticed it was still getting hits and read your latest.

I say time to pull the chute and look elsewhere.
If you do hang in there and finally get it, I hope you're pleased with the table. Put a killer cart on it, and TURN IT UP!

 

RE: May 1st Update. . ., posted on May 2, 2015 at 10:44:38
The Dill
Audiophile

Posts: 2199
Location: Portland, Oregon
Joined: July 1, 2004
Contributor
  Since: February 3, 2016
 Schlep said: "Thankfully, I'm paying when it is delivered."
Well, you have no funds invested. Maybe your snarky remarks to VPI and Mat bought you a ticket to the bottom of the list .... just say'n

 

RE: May 1st Update. . ., posted on May 4, 2015 at 18:30:15
Schlep
Audiophile

Posts: 289
Location: Cincinnati, Ohio
Joined: April 24, 2007
 Perhaps so, and if it is so. . . it is further proof that VPI is not a well ran business. But rather a business who reacts negatively to criticism.

Think of it this way; had VPI been reasonably transparent with this issue, you wouldn't even know my name. Again, I am not nearly the only person this has happened to. . . but I may be the most vocal.

Craig

 

RE: VPI Prime Buying Experience, posted on May 4, 2015 at 18:53:50
skolis
Audiophile

Posts: 48
Joined: September 14, 2014
 For Schlep.....Re: "I'm sure people will come out of the woodwork to tell me how positive THEIR client experience has been..."

I'm sorry to hear of your travails.
I'm not able to tell you of a positive experience with VPI. I can only tell you that when I was looking for a TT last June,
3 dealers warned me off for all the reasons you identified.
I bought a Rega, and have been quite happy.
Maybe you could still cancel the order and consider other options....

 

RE: VPI Prime Buying Experience, posted on May 6, 2015 at 22:04:42
Joe LG
Audiophile

Posts: 168
Joined: September 15, 2001
 1) Bought a second arm board for the VPI HRX. Took at least 6 months to arrive. When it did, no way to mount it despite requesting specifically for fitting to mount the contraption. Talked to dealer to talk to VPI. Did not get a meaningful response. This was over a year ago. Now the arm board & 3D printed arm & the whole table put aside replaced by others. Unfollowed or is it unlike them on Facebook.

 

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