Jonmatd: This customer, who is a personal friend of mine, has called and written VPI countless times, upon my suggestions, and has had
little satisfaction. He feels it is almost impossible to reach you guys with the limited hours that you provide (Tuesday through
Thursday). He felt he bought what was, supposedly, the "top of the line", "best there is" VPI product and within one month, there is a
new "top of the line", "best there is" VPI product in the HR-X. Great customer service and loyalty, in this case, questionable.
Now I make this statement on this one case. In the past I have heard many customers state, that once they can actually speak with
someone, they receive full satisfaction. For that VPI is to be commended. Phone service, maybe not.
Many problems do not show up until many hours of use and that is quite understandable. Admitting this, is nothing to be embarrased about
and certainly an explanation, not an excuse, can easily eleviate customer insecurities.
Have you ever heard the expression "Don't shoot the messenger"? I am not stating that VPI is a bad company or makes bad turntables and
tonearms. All I said was that "I would go for the SME 20. It is a more finished product. The VPI HRX is having all sorts of problems.
The SME 20 is reliable, ready for market and marvelous." Maybe in hind sight I was a bit vague and the word "all" is improper, but I
told the truth. You are attacking me in a childish manner for sharing information that has already been publicized. No secrets here.
Customers who purchased early, trusted that everything was fine. Maybe this is isolated to just a few units, maybe more than a few, but
they should be handled with the highest priority. A company is truly judged by the way they handle problems. Great customer service is
done after the sale.
These "real" problems are yours (admitted to him by your company,) not his and maybe you should, humbly, show a bit of professionalism
and refrain from the insulting remarks. You certainly have a lot more to lose than he or I.
Also, most of your post sounds like an advertisement in Stereophile.
BTW, Do you want to also explain the issue concerning the tonearm?
Rufus: Please, lets you and I take this off line and deal with our concerns via phone. I am going to ask our mutual friend for your phone number and I will call you. First Root Beer is on me!
little satisfaction. He feels it is almost impossible to reach you guys with the limited hours that you provide (Tuesday through
Thursday). He felt he bought what was, supposedly, the "top of the line", "best there is" VPI product and within one month, there is a
new "top of the line", "best there is" VPI product in the HR-X. Great customer service and loyalty, in this case, questionable.
Now I make this statement on this one case. In the past I have heard many customers state, that once they can actually speak with
someone, they receive full satisfaction. For that VPI is to be commended. Phone service, maybe not.
Many problems do not show up until many hours of use and that is quite understandable. Admitting this, is nothing to be embarrased about
and certainly an explanation, not an excuse, can easily eleviate customer insecurities.
Have you ever heard the expression "Don't shoot the messenger"? I am not stating that VPI is a bad company or makes bad turntables and
tonearms. All I said was that "I would go for the SME 20. It is a more finished product. The VPI HRX is having all sorts of problems.
The SME 20 is reliable, ready for market and marvelous." Maybe in hind sight I was a bit vague and the word "all" is improper, but I
told the truth. You are attacking me in a childish manner for sharing information that has already been publicized. No secrets here.
Customers who purchased early, trusted that everything was fine. Maybe this is isolated to just a few units, maybe more than a few, but
they should be handled with the highest priority. A company is truly judged by the way they handle problems. Great customer service is
done after the sale.
These "real" problems are yours (admitted to him by your company,) not his and maybe you should, humbly, show a bit of professionalism
and refrain from the insulting remarks. You certainly have a lot more to lose than he or I.
Also, most of your post sounds like an advertisement in Stereophile.
BTW, Do you want to also explain the issue concerning the tonearm?
Rufus: Please, lets you and I take this off line and deal with our concerns via phone. I am going to ask our mutual friend for your phone number and I will call you. First Root Beer is on me!