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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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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!

michaela
314 posts
 
@whart - an advertisement in a print magazine - you are dating yourself there! But, I do remember those days very fondly :) - all good points, I just don’t understand their stance, just seems to me like Daveyf says, it’s just poor business practice to turn away a paying customer. I will not consider them for a purchase.
whart's avatar
whart
3,050 posts
 
If fracescode’s statement of the manufacturer’s position is accurate, that not only hurts the used market for potential purchasers but limits the market for new product purchasers- the original buyer of the piece new is going to have a harder time getting rid of the piece to a used buyer who can’t get support. That is unfortunate for all concerned. I suppose the original owner could be forced to sell back to an authorized dealer if support is provided in that circumstance, but that’s unduly restrictive.
As long as we aren’t complicating the question with grey market issues,* I’m in agreement with those of you who think this is not a good practice.

*Davey- the OP's situation did raise grey market issues as I read it, but the discussion has embraced grey and non-grey goods. 
kac32
19 posts
 
I agree completely with Viva, from a business perspective.  The simpe fact is, with so many sales performed via the internet, companies are loosing the ability to have brick and mortar stores and it wont be long before companies will fold because of loss of sales in the grey market.  If you want innovation and competition, you have to be willing to pay the price and buy new or used form a legit dealer.  If you love the industry it may come down to this.  I myself buy used when I can.  I recently bought a pair of VOn Schweikert VR7's and had them upgraded to the top tier for a fair penny to the manufacturer but I understand VIVA is protecting their dealers.  That is understandable, imho.  
onhwy61's avatar
onhwy61
5,236 posts
 
Realistically, how often do you see Viva products on the used market?  Viva is a niche player that seems perfectly happy in that role.  While I think not servicing any used products is wrongheaded and potentially hurts sales, I image Viva basically builds to order and is not lacking in customers.  They build a small number of products that while expensive are not ridiculously so, for a few discerning customers.  Could be they don't want to be Audio Research and get snapped up by some corporate conglomerate.
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