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Viva, no longer a fan

Viva as a company has decided to abandon the audiophiles who engage in the used market.  I heard that the had implemented new transformers in there amps.  I emailed them directly 3 times over a 2 week period with no reply.  Finally I called and the knew who I was by name, surprised I was then told that the US importer would be contacting me.  Here is the mail exchange:

From: John Krupa
Date: September 21, 2016 at 7:04:52 PM EDT
To: support@vivaaudio
Subject: Fwd: Viva Audio

Totally what I did not expect!!! I was primarily looking to upgrade them to the new Quattro status as I understand there was an big transformer upgrade that I was willing do in addition to the voltage change. After the Bob Clarke email I was taken back and responded how I felt. I really am no longer interested in Viva as a company to do business with if that is the case and will blog the copy of this email to the various sites.


From: John Krupa 
Date: September 21, 2016 at 2:08:37 AM EDT
To: Bob Clarke
Subject: Re: Viva Audio

The Verona's are at my Girlfriends house in Manchester. I heard there was a new Transformer upgrade in the Quattro series, hence my interest. I have over $300k invested in my system and I have Sola CVS transformers providing both voltages hence it was only for convenience sake. Upgrades are and have been part of this industry that I have been a part of for over 40 years since I started in this hobby. Name the manufacturer and it hasn't been a problem. Upgrading from. Mk1 to a Mk2 or an SE upgrade. Weather it be BAT, YG, Plinius, Ayre, the list goes on and on, It's a shame that a manufacturer acts in such a petty way. I will make sure that I share this email on all the sites that I am a part of! It's funny but this I believe reduces the brands appeal and will drive down its resale valve hence the initial desire to purchase in the first place. This is an email I would have expected from a "name deleted" type. Now I guess Viva! No longer a fan!


On Sep 20, 2016, at 12:02 PM, Bob Clarke wrote:

Dear Mr. Krupa,

Viva Audio has asked me to respond to your request regarding voltage changes and upgrades for Viva Verona amplifiers and Linea linestage. Viva no longer services equipment purchased on the used market from anyone that is not an authorized Viva dealer. They do not make voltage changes, in order to discourage grey-market international sales. I would recommend using a high-quality, high-current step-down transformer, which, besides allowing the use of a European voltage product, will also have the beneficial effects that isolation transformers provide.

Best regards,
Bob Clarke
Profundo


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soundsrealaudio's avatar
soundsrealaudio
756 posts
 
Consider this. A customer purchases a product from the dealer and would like to upgrade it. The dealer and manufacture would have an interest in maintaining that customer relationship by providing that services at a very "reasonable price." That is the key "reasonable price."
On the other hand someone picks up a product used, perhaps abused, or modified. Should the dealer or manufacture offer the same degree of service to that person and at that same "reasonable price." I think not. 
I think that situation must be approached with a great deal of caution. 


michaela
314 posts
 
soundsrealaudio - you posed the question: 'Should the dealer or manufacture offer the same degree of service to that person and at that same "reasonable price." I think not". I think I have to disagree. The manufacturer should support its product to anyone. They aren't losing anything by doing it, they are actually gaining a sale. They will still make money by doing the repairs and they will make a user very happy. Especially for those users who cannot currently afford their new gear, in a few years, maybe that user can now afford to buy it new and remembering the goodwill of that manufacturer, that user may someday buy new. The manufacturer has now expanded its customer base instead of getting negative publicity like Viva is doing here. Being in business a lot of years, I have learned it is best not to burn any bridges, you never what effect its going to have.
grannyring's avatar
grannyring
6,479 posts
 
Soundsrealaudio, yes they should offer service. Goodness, it's just more income for the shop! No warranty work is being asked for here.

They don't want to support older units that have been sold, resold etc... They will hurt their brand image in the long run. They will shrink an already small market for their gear. As a used Viva owner, I may well buy a new one from the dealer if my experience has been good with both the dealer and Viva. However, when my pre-owned Viva amp gets old, and they treat me like this, then no way I would consider a new Viva amp. Lost me as a potential new Viva owner. 

I talk all to my audio friends about how Viva only wants to help me with brand new gear ONLY and they also have a bad taste in their mouths. Yes, rancid is the flavor the brand will take on. 
grannyring's avatar
grannyring
6,479 posts
 
By the way I have purchased several brand new units from manufacturers based on the service and joy I received on a pre owned, used unit that turned me onto them in the first place!  We are quick leaving the notion of great service, service beyond our expectations, behind and it is now far too rare. Sure, one can overthink this antique notion of remarkable service, service beyond what we deserve, and pervert into the thought that it is bad for business. This is what Viva is doing. They have lost common sense. 
don_c55
1,025 posts
 
STAX USA is the exact same way.

They will not even service Headphones bought legally in Japan, and brought into the USA.

They are pricks!


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