VTL Service ??

Here's my experience with this dreaded company called VTL.  They do make good products but if you need help you are left helpless.  I am 66 years old and have been an audiophile for most of my life.  I am friends with many audio manufactures all all bend over backwards to help their customers except Luke and Bea.  They are the worst company that i have ever dealt with.  The worst experience i've ever had in this beloved hobby.  They are both rude and condescending towards me.  It started when my amp fried and they blamed the Penta Labs KT88.  They said it was the fault of the chinese tubes because the lands shorted at the tube sockets.  This was because they spaced the lands to close to another not that the tubes caused it.  So i had to send it back and they re-wired the circuit board with insulated wires to prevent this arching.  A thousand dollars to ship it back and forth and another 3k for repairs when a few experts that they know said it was a design issue that i had to pay for.  I could go on and on and have other stories and have read on Steve Hoffman's site that getting customer service from VTL and like getting blood from a stone.  I agree they are the worst company in the audio business. I recently had another problem with my amp.  I called for help on the phone.  Bea Lam told me to ship it back.  LOL  A 325lb crated amp.  Just like that..... ship it back.  No advice, no help at all.  I then got help from a noted tube amp expert named Da-Hong Seetoo and with a continuity meter we concluded the amp was fine.  My problem was my active interconnects were shot.  The Photon Cable (laser Cable) that were sold by Harmonic Tech.  I then requested a small plastic bushing for the top cover that is cracked but zero anse=wers to my email requests.  As soon as i got Da-Hong involved and didn't ship it back to Cali Bea disowned me.  IMHO, do not buy products from these two people.  One is worse than the other.  Rick

This is why I just opted for a Manley Jumbo Shrimp over the VTL 2.5 mk II.  This kind of information really helps as customer service is very important to me as well.  Thanks everyone.   Best.......

VTL 's service is horrible.....   Luke Manley is the most rude , pompous person I've ever dealt with in my life,  worst customer service ever.  

The guy selling iPods at Walmart cares more about you as a customer than they do......

Thanks! for sharing your stories-All
it is imperative to post both positive and negative experiences when dealing w/ these companies. I once sent an email to inquire about dealers/retailers. To date never received any reply to my query?