Confessions from a VPI owner of some 30 years


I would like to start with a humble apology to the OP of a thread I recently (overtook) for personal reasons. smrex13, I apologize to you and hope your audio journey going forward is joyous!

To donvito101, I made my remarks personal and for this I apologize.

I checked for remarks from yesterday on the "VPI Prime noise issues" (2 threads, why, I don't know) . I still find it odd that VPI did not remark on smrex13' original thread, only to his last thread that ended, "not VPI's fault".

I've had a couple of issues since purchasing my VPI Classic 3 SE Sig. one year ago. I sent, (through my dealer), an initial question about the arm tower's operation on Feb 2016. I was told it would be forwarded to VPI. As of today, I've not received one comment.

I've recently, in the past 3 months, had a vibration issue through the 3D arm when the SDS is set at 33rpm. It is not noticeable at 45 rpm. I feel it through the finger lift.

I've tried oiling the motor, cleaning the belt & new talcum, the spindle bearing is just like recommended with the proper grease etc...

I relayed all of this through my dealer who asked for pictures and I sent them. This was two weeks ago. As of today, not one word. Because of my last question through my dealer in Feb w/ no response, I'm a little weary.

OK. So, my position is.... I should go through the proper channels. The dealer, right? VPI has their sales set up through a dealer network. This, I assume, is to take a burden off of them so they can be focused on manufacturing?

We/I/ you, pay a premium for this? I assume it's around 100% added to the actual cost of manufacturing. So, if I have an issue, I should follow the way VPI has their dealer network set up and take my concerns to the dealer. If this is not the way things should work, why then, doesn't VPI just sell directly? We/me/the end user could save BIG BUCKS.

That's pretty much the whole issue. I have no idea why VPI does not want to make any effort to settle this issue.

Cheers!






128x128slaw
First, with all the forums including our own it is tough to keep track of all the threads on other sites. I would have missed this one also if it wasn’t for a facebook message I received about it. When I don’t respond to a thread it is more than likely because I didn’t see it, or the topic was derailed to the point of being counterproductive.

Second, if it wasn’t for “Harry’s kid” there would be no VPI at all now. If I was in it for the money than I would have let my dad sell the company after my mom died. Furthermore, I would have accepted the future offer I personally received that started with the words, “how would you like to be able to retire tomorrow and go back to teaching?” VPI is in business because of my family, I love making turntables, and I love creating jobs for people to put their heart into their work. Also, if we were in it for the money I would have retailed the Prime at the suggested price of $6,000 as another person in the industry said, “you can get away with it, they won’t know the difference and that’s more margin in your pocket.” (paraphrased). We don’t roll… or spin that way.

Third, we are human! If you call VPI and you don’t get me on the phone that is because I’m already on the phone or legitimately pulled away for an actual reason. I’m in the trenches with my team. When someone calls either Marc, Jane, Lynn, or myself answer. If none of us do than either we were closed, already on the phone, or taking 2 seconds for lunch. If you don’t get us call back, I love talking to people and helping people with their turntable. We are closed for the Holiday and Marc and I are still answering emails the best we can while attempting to grab a bit of a holiday break. My whole team is dedicated and works around the clock, I haven’t even taken my new wife on a proper honeymoon yet!

Fourth, we have a very strong dealer network but they are still learning. We provide dealer training/certification to make sure the customers get the best experience from them. The VPI team tries to direct you to your dealer first since they should have the most intimate understanding of your purchase and circumstances. If the dealer is unable to help than VPI jumps more directly to help service, the situation. Keep in mind that my whole team has to figure out who is really having a problem with their dealer and who is trying to go around their dealer to ask for better price because of their “troubles” with the dealer.

@cerrot , I’m sorry you had a bad experience, I hope you give us a chance again someday to join the VPI family.

@slaw
 law please email me directly about any existing problems with your table, mat@vpiindustries.com

@autospec make a list of the parts you have to cannibalize from your other turntables and let me know what you're missing.

@stanwal  @cohanbread and everyone else thanks for the support,

I think I covered everything mentioned but it is getting pretty late so I’ll leave off on this note. We have been around for almost 40 years and the plan to be around for another 40 years helping making product, upgrading product, servicing product, and loving music.

- MW

MW     I used to call Harry years ago and it was pretty easy to get the parts and fix your turntable.......Its too frustrating for me to get back on that merry-go-round........I don't have a VPI dealer with-in 500 miles from here and you are not interested in even answering the phone anymore so I'm sorry but I'm not going down that road again..........I'll either make my own parts or take the parts I need off my VPI junk yard of turntables........I'm still waiting for the dealer in Seattle to send me the belts I bought and paid for 4-5 years ago.........Thanks autospec
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.
chesterdad,

I agree with you. Several issues I mentioned weren't answered as well.

However, right now I'm just happy to finally have a path forward to hopefully have my issues addressed. Mat, I will email you  after the holidays.


@autospec if it is Seattle we are talking about it makes sense, we fired those guys because all they cared about was margin, we are in the process of re-building Seattle with better, educated, passionate dealers. Again, when you’re up for it feel free to count what parts it is you need and VPI can help you out directly.

@chesterdad I agree that I addressed the attacks a bit more than the OP but with @slaw having my direct email it will all get resolved. If I had his number I would gladly give him or anyone a call.