VTL Service ??

Well, I have an earlier post on this thread regarding my experiences with VTL, which have been at least 90% positive, so I won't repeat that here. I'd just like to say, they are apparently a 2-person company. And I got a very positive & fast response to every one of my issues or questions every time I called them, even tho I'd bought both of my VTL components used. They did often point out however, that I'd get better service, etc. if I'd bought them brand new from a dealer. I guess you can't blame them for that.

Hey--if you buy used audio gear that's not under warranty any more, you're taking your chances. VTL is a "boutique brand", I think it's fair to say, so maybe you have to weigh the trade offs--you can buy a Camry, or a Ferrari, or a vintage BMW, what do you want?

Recently I called Krell, because I was thinking of buying a used FBP amp, & asked to know the history of that particular amp. The guy at Krell I spoke to, absolutely refused to give me any info, & was very rude & abrupt about it. I've never gotten that treatment at VTL, or any other tube mfg.

With any high-end purchase, esp. used, you've gotta ask yourself, where & how can you get service if you need it. If I lived on the West Coast, I'd be way into VTL......as it is, I still happily own a VTL pre-amp......

cheers!

Obviously, there was supposed to be a script proir to my p.s.. Seems to have gotten lost. The contents of which were supposed to read something like...Phillyleggs, I think Zaikesman is right on. Though they both used tubes, I think Cary and VTL are quite a bit different. VTL's less than sparkling reputation for customer service runs long, wide and deep. Both customers and retailers have complained vehemently about them for some time now. I value customer service a lot. I've been scared off

My first entry into tube electronics was the TL2.5 that I currently own which was purchased used from this site. After three months it stopped working and needed a three hundred dollar repair to replace something power related. It was turned around in less than two weeks coast to coast with great communication from the factory. Since then I've purchased new components through a local dealer and am continually amazed with VTL's price to performance ratio. Customer service is top notch from my experience!

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.......