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In Reply to: RE: Huh? posted by John Elison on August 18, 2014 at 11:25:39
I'd be bugged too if I had to wait 5 weeks, and would have expected to receive a new properly working tt quickly. VPI is a mall company and the OP may well be right in thinking sales have at least temporarily overwhelmed their ability to keep up with replacements and/or repairs.
As has been posted here over and over by VPI owners, their customer service is normally excellent. Drag that it is, this is an exception, not the norm with them.
Follow Ups:
Here is what a "no-excuse" response looks like:"I'm very sorry for the bad experience with your new Traveler. There is no excuse for taking five weeks to repair your turntable. In fact, we should have sent you a brand new Traveler immediately instead of making you wait for a repair at all. I will talk to Matt and find out what went wrong and how we can prevent it from ever happening again. Thank you for your purchase and I sincerely apologize for the way you were treated."
That's what a no-excuse response looks like. Everything HW wrote was either an excuse or an advertisement except for the first half of his first sentence where he wrote:
> I'm sorry that you had a problem with a bad switch,
Best regards,
John Elison
Edits: 08/18/14
You don't need me to tell you are right, but you are right.
Except for the half sentence you quoted, Harry's post was technical in nature rather than addressing the problem and its prompt resolution. So in reality he really didn't say anything to placate the customer and assure others that they will take steps so such a thing doesn't happen again.
Those who said the dealer should have stepped in and taken care of things are spot on. Taking ownership of customer issues when they occur is important.
Brian
So much music, so little time!
An apology was definitely called for and being retired isn't absolution.
The apology should come from the dealer. The dealer should handle all issues concerning items they sell to customers. They are the go between the dealer and the customer, responsible for all problems and upgrades. I was a dealer in the 90's and sold VPI among many others. If there where any problems with any gear that I sold, I would take care of it. There is no reason for the customer to contact the manufacturer directly, that was my job. I never had a problem dealing with Sheila (RIP) at VPI, actually, I can't remember any significant problems with VPI products at all.
Any dealer worth his salt will take care of his retail customers, it is the manufacturers duty to support their dealer network.
HW is now retired, he does not have to participate on these forums, however he does. That is a good thing!
Interestingly, badteacher had trouble getting vpi to acknowledge that they received the table and for VPI to provide a return date. These questions would still remain had the dealer been handling the communication. Would the dealer have had more success in getting the proper answers from VPI?Also, I don't remember reading that badteacher contacted VPI for the RMA. Perhaps the dealer obtained it for him.
Edits: 08/18/14 08/18/14
"Much to my surprise and the dealers', I received the RMA number after a few days and packed it off and shipped it back to VPI."
"My wording wasn't particularly precise, the dealer obtained the RMA number for me. I bought the TT while out of town on a weekend trip from a small dealer California.
"
This is mostly what I was referring to: "I called 3 times and never had anyone pick up the phone or received a callback. I waited 5 days for them to reply to an email inquiry that they received my TT and in their reply they could not answer when the repair would be completed. "...in addition that he had to wait five weeks.
Finally, the sentence that you provided doesn't specify who contacted VPI.
Edits: 08/19/14 08/19/14
Note should be made that Matthew has taken over the reins. As with any management change, things get rearranged: not just managerially but personalwise as well as physically. Although never mentioned VPI. shut down for a week to reorganze their factory layouta
FWIW
They did notify dealers but I would admit it would have helped to notify public. My personal observation was that it was not quite as simple as envisioned, however.
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