I asked a similar question years ago about a prominent high end audio manufacturer as I was unable for a week or so to even get a call returned regarding info on a device I was intent on acquiring. And did buy it shortly thereafter.
The maker’s worshipers and sycophants descended en masse. Each one Flamed on intensively disregarding the content of the post and construing only their own imagined negative inferences and posted unintelligent disassociated and often condescending blurbs
It turned out the Place was experiencing exceptionally bad weather and were unable to travel to the offices for several days.
Who knew? AMAZING!
Walking away from someone you are engaged in conversation without mention. Being although easily annoyed, short. Curtly answering a question then hanging up. Being condescending if the particular question seems rudimentary. These are without exception clearly thoughtless and rude behaviors.
Kindness costs nothing. Not one thin dime, and takes little more than a second or three to provide, and or at least be considerate, it will reap great dividends. When kindness, or interest, is feigned or is in earnest, can be displayed to another. Even briefly it is always well received.
Winston Churchill said “good news takes time to spread. A bad news rumor can get around the world before you get your pants on in the morning.
When I ran a retail store it was said often, “Good news travels well, bad news travels better.” One satisfied customer may tell others of his or her experience. If however it was a bad one, they will tell everyone they meet… stopping strangers on the street to do so.
If your neighbor, a relative, office worker, co-worker, store rep, mechanic, or some friend of a friend had the social shortcomings or character defects being listed for Mr. Van, not one person here would be making excuses for those likewise afflicted people. None. No one would condone behaviors like that for long. Nor should they.
Let’s be real for a moment. You would avoid them if at all possible. Have as little to do with them as you could. I think too, you would let those folks whose social skills are so often reticent make their own excuses for their ongoing obvious, lack.
In fact if recurring contacts were at hand with these people in our personal lives, we would all likely mention their character shortcomings to them at some point with the hopes of change taking root. Or simply stay away from them.
Ignoring an instance of untoward disaffection from a person is one thing. Making excuses for them is something else entirely.
It’s almost like dating. A nice looking date can get away with being late 5 to 10 minutes without much grief. A very attractive date can pretty much get away with being late by as much as perhaps half an hour. But if you have an exceptionally gorgeous date, so long as they show up before sun rise, all is well.
If it’s a gorgeous fantastic looking porn star I’d even sit in the rain while waiting. If asked. Even by text.
It seems the same goes for their character defects. They get ignored. Why? That dynamic is too big to delve into here or to dwell on. It does point to both parties having some real issues which need addressing. Usually, it revolves around one wanting something from the other, and the other one knowing or presuming it.
Doubtless, we won’t buy whatever truly desired product because of or in deference to, the personality of the maker, be it nice or off-putting.
There was an attitude years ago that prevailed throughout high end audio which was and remains a decided turn off IMO and that was arrogance. Elitism. Some would even run down competition. Even competitors they sold in house sometimes.
I’ve been told face to face, you don’t want to buy those ABCs…. If you were really serious and a mature audiophile you would buy the XYZ’s instead. As well, “those are for the hobbyists”, or “These are plainly entry level fare”, and or “if it ever breaks down you are going to be screwed trying to get it fixed as their service takes forever and it sucks.””.
Or, if you owned anything other than what the house was selling you knew little or nothing about audio and they would say as much while smirking smiling or laughing out loud.
God forbid you proffer your inclination for tube powered gear when they don’t have a stick of it on the premises. I did that once. It was met with bald faced ridicule.
I’ve gone so far in some of these ridiculous discourses to reach in my pocket and pull out several grand and use it to wave bye to them as I walked out of the store.
Time is too short. There are way too many other options to contend with such intentionally demeaning conduct.
I’d not expect anyone to kiss my foot. Hold my hand. Just be professional knowledgeable about more than merely what they attempt to sell, and congenial. A willingness to bargain is a big plus.
Even in the small and eclectic world as is upper end audio, there are tons of choices in nearly every arena. Of them all choosing a speaker system is probably the one with the greatest number of entries from which to select.
Timely efficient support is not optional, it is expected and should be demanded, especially given the expense some of these products appear to warrant.
At times, after the sale support is like eating at restaurants. If you ever go into the kitchen of your favorite restaurant it is doubtful you will ever eat there again.
Why folks don’t take the time to call the company making the item of their dreams to get a feel for them prior to buying it, always astounds me. Finding out about who is doing what behind the scenes first is how to go about it if support matters, and it does indeed.
Even Rolex’ & Bugatti’s break down. What happens then is as important as is their performance, and what was implied you would receive when you paid for it in the first place, if or when necessary.
Personally, if a maker or their support resources do not have time for me after the sale, then I have to feel I have spent my money unwisely. Apart from one extreme deleterious episode in this past time, many years ago, I’ve had many exceptional ‘after the sale’ interaction with any number of well established manufactures and all have been incredibly polite, thoughtful, understanding, empathetic, helpful, timely, efficient, and most importantly, available.
Most all to date I’ve had contact with have even been helpful with a piece I’ve bought used. If they can’t be at least cordial, as was already said right here, let someone else pick up the phone as it is obviously .not their strong suit.
It’s good to hear service has been great for those who have had need of it from VDS and commensurate with their product lines overall reputed performance as posted here. I’d not go so far as to make excuses for any company whose people skills were subpar though. That’s not my province.
Sell enough stuff to enough people and there will be those inconsolable hard to please sorts who will by their very nature become outspoken thorns, squeaky wheels, etc. it just happens. Today it seems to happen more and more viciously given the dark web and it’s none descript casual availability. It’s too bad too. Oil well.
Don’t worry. Barring unforeseen tragedy, I’d think VDS will be around for a long while. Despite what anyone says or thinks. Or how good or bad is their web site info or social updates.