Mat,
As a VPI owner, I have to say I am disappointed in your response to the OP. Customers shouldn't have to hear the littany of reasons why you were unable to respond. Not their issue. Also missing was an apology in your response to the OP regarding the failure of your dealer or your direct service. Don't mean to sound rude, just being direct. I grew up in a family business as well, and spent my entire career in Fortune 500 companies. My Dad used to tell me "the customer is always right". We would bend over backwards to provide great service.
Don't ask the customer to call back. It is your job to return their calls, not for them to have to follow up with you. I hate when businesses don't return calls. Your turntables are very expensive, as are all high end products. Customers pay a lot, and as such, should expect first rate service. Otherwise, there are many other alternative products that can meet their needs, at a substantially lower price.
As a VPI owner, I have to say I am disappointed in your response to the OP. Customers shouldn't have to hear the littany of reasons why you were unable to respond. Not their issue. Also missing was an apology in your response to the OP regarding the failure of your dealer or your direct service. Don't mean to sound rude, just being direct. I grew up in a family business as well, and spent my entire career in Fortune 500 companies. My Dad used to tell me "the customer is always right". We would bend over backwards to provide great service.
Don't ask the customer to call back. It is your job to return their calls, not for them to have to follow up with you. I hate when businesses don't return calls. Your turntables are very expensive, as are all high end products. Customers pay a lot, and as such, should expect first rate service. Otherwise, there are many other alternative products that can meet their needs, at a substantially lower price.