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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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larryi
3,974 posts
 

The type of protection of the US distributor and the local dealerships that Viva appears to be employing will, unfortunately, hurt some used buyers that unknowingly purchased a unit that has ended up in another country/sales region.  But, absent some protection, it is almost impossible for brick and mortar dealerships to make a go of it with people shopping all over the world via the internet after using their local dealership as a show/demonstration room (or even making a purchase without auditioning based on the "wisdom" of the internet or reviewers).  Distributor/dealer network for demonstrating gear vs. losing dealers and relying on shows or internet hype to promote the products/brand?  This mini war between bargain shoppers and protected local distribution unfortunately appears to have created some collateral damage in the used equipment market.  There is a tradeoff involved no matter what the policy employed. 

As for repairs of Viva gear, their stuff should be quite easy for any competent repair shop to do the repairs.  Most tube gear can be repaired easily without having to go back to the manufacturer.   

unsound
7,329 posts
 
I would never knowingly buy a product from a company with such a policy. Grey market concerns are the companies issue, not the consumers. It hurts the resale value for those who might want to move up those very companies lines, and thus compromises the value to the original purchaser. There are still many top quality products that are more consumer friendly; I'll spend my money accordingly.
whart's avatar
whart
3,037 posts
 
@larryi - thumbs up.

@unsound - I respectfully disagree- the issue is a consumer issue as well. We seem to want it all- low prices, ready availability and support. What’s that saying? You can only have two out of three: good, cheap and fast? I don’t begrudge a consumer, looking for a bargain, buying out of the distribution chain, but that should be an informed decision, knowing the trade-off is potentially a lack of support. I may not be the typical consumer of hi-fi gear because I want the comfort of knowing that whatever I buy will be supported, and am willing to pay the premium to get it. Support costs money--for the manufacturer and distributor; of course this is passed on to the customer in the form of higher prices. But with that also come certain intangibles, apart from peace of mind--I’ve had unbelievable support from manufacturers and distributors--in many instances way beyond the call of duty-- supplying loaners, direct replacements, and quick turnaround on repairs ,extra spares, discounts and the like. Yes, I "paid" for that upfront rather than bargain hunting, though in some cases, the equipment came into my hands used, through an authorized dealer. Perhaps I’ve just been lucky and I’ll hit a snag at some point--buying gear through authorized channels and getting zero support. But, how can loaners, replacement products and other courtesies (I do regard them as courtesies to the extent that the manufacturer/distributor makes such accommodations beyond a literal reading of the warranty)--be extended without paying for it in some way? As I said, I don’t begrudge the bargain shopper- but as long as it is an informed choice, you take whatever risk you (and your pocketbook) are comfortable with.

chayro
2,984 posts
 
Does this mean that Viva will not service anything purchased on the used market, period?  Or does it just mean that it will not service something that was not initially purchased from a Viva dealer?  Sumiko has always had a policy of not providing parts or service on any item not initially purchased from an authorized dealer.  Just trying to make sure I understand exactly what is going on here, because, IMO, they are two very different things.  
lloydc's avatar
lloydc
751 posts
 

Companies which do not service used products devalue their product and their brand; their products, sold used, have a lower value due to the lack of support.  Denying support to owners of a used product, in order to "protect" a dealer network, places the interests of dealers ahead of the interests of owners of those products, and devalues the product itself.  

I try my best to avoid such companies, and will certainly avoid Viva.  Their products do not appear to represent good value, anyway.      

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