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Anyone else treated poorly by AVA?

Back at the end of December 2020, I placed an order with Frank at Audio by Van Alstine for a Vision SLR preamp. Heard so many good reviews about Frank and his products, I felt that was just what the doctor ordered for my system. At first I was told the custom building of my unit would take up to 3 weeks. Then, as nothing happened, I inquired and was told due to an unexpected high volume of orders, mine would take another 2 weeks. I then told Frank, please tell me if there are any further delays because not knowing is worse than getting bad news. Three weeks past, not a word from Frank. So, almost 2 months past the order date, I called him and he tells me they have a problem, the master technician who builds these units left for another state to care for his wife who got sick. I get that and I hope with all my heart she will be ok. But bottom line is Frank fed me multiple excuses for not performing while not communicating about any of it. It was completely inexcusable. He had my money for nearly two months and did not bother to keep me updated of what was going on. I could not ever recommend AVA to anyone and felt compelled to relate this on this site since I usually see only praise for Frank and I frankly felt the opposite. Worst audio purchasing experience in my 66 years.

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hilde45's avatar
hilde45
4,795 posts
 
Leaving aside motivations of the OP or Frank, here's what seems to be happening:

Likely that many small makers have seen booms in business of a magnitude that their longtime business skill set cannot cope with. They lack the staff even without the challenge of employee attrition, so those complications multiply a situation they already aren't quite capable of dealing with.

That said, the OP's point about communication is valid. Keeping a simple list of orders, date promised, date expected, and last contact made is something which anyone can do and anyone can make time for. If this is not happening with a company, then there's bigger trouble afoot. 
jjss49's avatar
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jjss49
6,610 posts
 
this thread is an illustration as to why retail/’direct to consumer’ businesses are so difficult

people can just be unreasonable, indignant, entitled, unforgiving, without grace -- and of course, the customer is always right!!! ...sure...

as for frank and ava... in my book, if there is one man in the high end audio trade that deserves some latitude and goodwill, it is him - he is older now, still answers the phone personally when you call in, honest to a ’t’, often to a fault - all small businesses in this time are struggling

but hey, that’s just me
jayctoy's avatar
jayctoy
3,709 posts
 
I think if the company can’t fulfill the costumers demand, or there’s a big problem going on, and no resolutions in sight, maybe just tell them straight they will refund their money. I met Frank in the room with Doug Schroeder at Axpona , both very nice people.
artemus_5's avatar
artemus_5
1,911 posts
 
@hilde45 Good post. I agree about the importance of communication. I was in business most of my life and put a strong emphasis on it. But its a lot of work. I was taught that when you tell someone you are going to do something, you DO IT or you call and tell them why you can’t. It is hard to believe that in an age where so many vehicles for communication exist yet, communication is so lacking.
EDIT     I should also say that today, many customers expect W-a-y more than they pay for. Were I the OP, I'd just have got my $$ back and been quiet. His 1st post is not a good way to introduce himself on a BB. Seems more revenge than pure info
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