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In Reply to: RE: VPI Prime Buying Experience posted by Schlep on March 18, 2015 at 14:45:52
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.
Follow Ups:
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
Edits: 03/18/15
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.
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
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.
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?
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
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.
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
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