As I watched this thread develop, I said to myself that I would not weigh in. Yet, here I am with just a brief overview of my dealings with VPI and the VPI Service Department.
By way of establishing my bona fides, I have been a VPI customer since the mid 1980s starting off with the HW-19 in the optional piano black with the tall dust cover. That turntable went through all the evolutionary steps through the final HW-19 Mark IV incorporating every upgrade that Harry offered up until the time I sold it to a man in Vermont who, by all accounts, still plays it and loves it.
At the same time back in the 1980's, I also ordered an HW-17(f) RCM. In those early days, the (f) stood for the fan cool option: I believe it is standard now. After 20++ years of trouble free operation, that machine was sold to a vinyl seller on Ebay who uses it daily. According to him, it runs perfectly.
Now, I have an NOS Aires 2 Extended with every upgrade including the JMW 12.7i tonearm, 25 pound SuperPlatter., Single motor/flywheel, HRX Aries Mini Feet, SDS, periphery ring, and center weight/clamp, plus other stuff. VPI Mike helped me along the way with thoughtful suggestions and instruction. All this support is for a turntable that is out of VPI production. Mike and Harry helped me upgrade from the JMW 12.6i to the JMW 12.7i.
I also own an HW-27 Typhoon RCM. As to the Typoon, I have had an issue or two, but those were dealt with immediately and in a friendly manner. My S&H expenses were reimbursed by way of product - brushes, tubes, etc. They also threw in a bunch of extras that were probably used in testing the machine prior to return.
Throughout that entire 27 year span of being a VPI customer, everyone from Sheila, to Harry, to Mike has been wonderful to me. I do admit that it was more fun in the early days to call and actually speak with Harry (sometimes he would just answer the phone, Hello, VPI.)
More often than not, Mike is the representative of VPI most of us email or chat with. Frankly, I do not know how he does it. I have received answers from Mike on Sunday mornings.
But, even though times change, this epitome of a family owned business thrives and continues to make analogue bliss attainable to so many of us.
Thank you Sheila, Mike, and Harry.
Christopher