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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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bruceofcleveland
7 posts
 
Grey market support has been decided by the Federal courts, and been all the way to the Supreme Court.

As a manufacturer, you’re not required to support a product that is "materially different" than what is intended to be sold in that market. 

But you CANNOT refuse to support a product simply because of the sales channel(s) it traveled.

http://www.law360.com/articles/7193/supreme-court-refuses-gray-market-case
triode12's avatar
triode12
25 posts
 
Aesthetix is another company that does this. They will not support their used equipment purchased overseas. Even if you are the original owner migrating to a country with a different voltage, they will refuse to change the transformers. They will not even supply schematics to the authorised tech of their distributer in another country. They expect the tech to tell them the issue and debug the issue over the phone with them remotely. Bloody ridiculous. 
audio_limits
11 posts
 
I think there has to be some sort of misunderstanding.  I can understand them refusing to do voltage change to slow the grey market.  The grey market hurts dealers and distributors  and without them the manufacturer will not exist.  Now I could understand a warranty being only valid to the original owner when purchased from an authorized dealer. But as for servicing their products I find it hard to believe they would refuse it.  Specially if warranty is void and it is at customers expense. It is a TUBE amp so if I needed service I'd have it done in the states.. There are plenty of techs than can repair them.  The shipping cost alone to Italy would be crazy expensive and most likely more expensive then the repair itself.  As for upgrading transformers to a newer one I suppose that would be there decision. It may require a lot of work and not be worth the expense to change other parts inside to work with a newer transformer. Just my thoughts on things!!! Viva amps do sound good.  We did business with them years ago through Victor Goldstein.  I've always liked the product

francescode
1 posts
 
I have often talked to Amedeo Schembri Owner of Viva Audio. Viva Audio for corporate policy does not repair equipment purchased used.
I asked him: In this time of recession many are oriented on the used market. You love someone purchases another brand, or he buys a used Viva? He did not answer me. I think he lost a lot of opportunities
daveyf's avatar
daveyf
2,877 posts
 
whart, I am actually talking about non grey market products. The typical vehicle that we see in the states is not a grey market vehicle. The Viva piece in question is, I am assuming, a non-grey market piece. Nonetheless, the definition of 'grey market' might well be different from manufacturer to manufacturer---i suppose. 
If, as francescode states above, that Viva will not support a Viva piece, simply because it is used and also not in the hands of the original purchaser, is in my mind just plain crazy and very poor business practice!

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