Confessions from a VPI owner of some 30 years

Also of note... the alignment jig I received with my new table was warped. The center weight was not as one would expect when paying 5K for a new product. Those issues were eventually rectified through my contacting my dealer. I was sent new/better ones.

Why I had these issues from a well established company for their basic products is strange and not warranted.

Sounds to me as if your dealer is could try a little harder with resolving these issues.  

gshepardbuster,

Do you mean the dealer that VPI set up as part of their dealer network? Yes,. I agree with you.

Thanks.

Maybe post your problem on the VPI forum.
http://www.vpiforum.com/index.php

If you don't mind try two things.  Take the belt off the motor, turn it on and see if the vibration is still there.  If so then disconnect the SDS and run the motor from the wall.  If the vibrations cease without the SDS then it could be the cause or its interaction with some unknown factor. 

Selling direct will not necessarily lower prices, as the company has to take on additional service responsibilities.  If you bought new from a dealer, they should be helping you with this.  That's part of what you pay for and you should expect it.  

Don't know what motor unit you have, however I have experienced a similar issue with the dual motor flywheel drive station, motors would vibrate,  replacing the capacitors in the motor unit cured the issue.  May be worth a shot they are only a few bucks and if you cannot do it your self a tech should be able to do it in a short amount of time.

Best of Luck

Peter

My only experiences with VPI have been POOR.   

I have heard from someone that his 3d arm warped over time.  Apparently the cheap plastic bends or warps over time from ambient heat.  

Who can possibly say that selling direct would not lower prices?  Roger Sanders sells direct and he is 50% cheaper because there is no dealer network/mark up.  The days of shoddy customer service are gone.  Jeff Rowland will take my calls directly or from my dealer and I get awesome service.  Roger Sanders takes calls from people I gave my old gear to. VPI is cluelsss.  I called for help on an armboard and was told to call my dealer. Thats pathetic service VPI.  

cerrot

I called for help on an armboard and was told to call my dealer. Thats pathetic service VPI.

It sounds to me like VPI wants to support its dealer network. That’s a great thing! And VPI has mail-order dealers, such as Music Direct ... and MD has a toll-free number to boot! What’s not to like?

Sorry about the issues that you are having.  However I am really surprised because I have always had a very positive experience with a direct call to VPI.  When Harry was fully running the show, he would take calls and take the time to answer questions and offer suggestions.  I have found the same to be true for Matt and the team currently running the place.

Recently I have called out of the blue and requested to chat with Matt or Mike and got patched straight thru and never been advised to contact my dealer except to make a purchase of an upgrade item that is sourced through the dealer.  

I have been a VPI customer for almost 15 years and other than my initial purchase of my Scoutmaster from a VPI dealer, all my other interactions have been direct calls to VPI and the interaction has guided my upgrade path.  A very happy customer and very positive experience.  I recommend calling VPI direct and ask to speak with Matt.  I am sure he would at least listen to your concerns and work with you. They really are very nice folks.  I have no affiliation to VPI besides their gear.

@slaw Lots of unfair piling on VPI in this thread.  That seems to be the way with very successful audio brands who encounter loquacious "experts" around here. But everything you describe suggests a weak dealer, rather than an all-out VPI problem.  Go ahead and call VPI or post your question on their very active forum, which is followed by company representatives. Why in the world would you think the answer could be more readily be found on Audiogon rather than from the manufacturer? 

If VPI tells you to go thru your dealer, IMO, that's not right. VPI should help you directly if your dealer isn't and then VPI should deal with the dealer after your problem is resolved. If your dealer doesn't follow thru with supporting you, post a thread indicating if anybody else is having a problem with dealer "xxxxx". 

My experiences have not been pleasant. Many other turn tables out there. Looking at a Brinkman or a Kuzma. Prepared to spend $15k or more and won’t spend it at VPI.  

I appreciate all of the responses.

I have posted questions/concerns on the VPI forums and have not had much luck so far.

I failed to mention another issue I have... the spindle to pivot distance according to Harry is 258mm, I'm measuring 260mm with my Feickert protractor. After posting this on their forums, I was asked to try loosening the arm mount bolts and the arm plate bolts and shift the assembly. This did not work. When I posted my results, I received no reply.

I also asked what cartridge geometry he uses for his own VPI gauge, again no response. I went on Vinyl Engine. There is a poster there who has a long and substantive post on cartridge geometries and offers printable set-up tools. He even remarked about Harry not revealing this. Why?

I've gone back to my dealer one more time for some help. Maybe after the holidays ......

I think it would be informative if anyone reading this that has a similar table/arm/protractor and would measure for themselves to check this distance.

I check mine with the arm removed, this seems to be the most accurate way.

If your check the VPI forum, note that they are closed for the holidays.  So be a little more patient.

cerrot,

I remember reading of early runs of the 3D being "twisted".... dgarretson may have some insight here as I seem to recall him posting about this and Harry actually responded a while back.

A few months ago, another member asked about VPI’s motors on the "VPI Avenger" thread and Matt chose to quit responding.

edwyun,

I posted my questions quite a while back on their forums.

Sir:  VPI management doesn't care about your problems, they do care about the money.....And they already have that....I own at least 6-7 VPI turntables, so when I need a part I just take it off of one of my parts turntables........Its not the best way , but its so much easier that dealing with Harry's kids.....Its beginning to look like Audio Research is going that way also......Its too bad , because we have (USA) have made some wonderful equipment.......autospec

For what it's worth, I have the same table and had some issues myself, but I reached out to VPI directly and had a great experience. It culminated with Mat calling me personally and giving me his number if the problem didn't resolve itself with the tweaks he recommended. (Basically it was a speed stability issue that I think was more related to the shitty power in my building.) I would reach out to them, and their forum is very active. 

Email Marc:

http://vpiforum.com/memberlist.php?mode=email&u=2824

I use to talk to Harry fairly often and he was always helpful. All of us are getting older. Some a LOT older! I met them at about the first Audio show they attended. The old Chicago CES I think. I can remember installing one of the caps you mentioned. The tables sounded better with brass feet, I used the Star Sound ones. It was just screw off screw on. It wasn't practical to use something like this on the table as every $1 you add to the manufacturing cost add $10 to the retail after it goes through the whole distribution chain. Believe me VPI was one of the best at service in my day. There were some who would not answer their phones even for their dealers. In one case I had to call a friend of theirs and HE would call them and they would get back to me when they had the time. The gods of HIFI got them and their factory was destroyed in the San Fransco Earth Quake, Not the 1908 one fool, the one during the World Series! Just remember that HIFI is a small busness. Around 12 years ago there was ONE VPI dealer for the whole Louisville, Ky area and he sold out of his house. A lot of dealers do it out of love of the hobby. Very few make much money out of audio. If you think dealers are a pain try being one, it is worse!

In many cases the dealer network is self selected, The usual rep is worse than useless. Sometimes you simply have to go around them entirly. In one case I wanted to handle a product but since his dealer buddy did not want it he wouldn't sell it to me. I called the importer and ordered some from him. He got rid of the rep. If you pay cash and know your stuff YOU  can be a dealer. That is the way I started in the 60s.  

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, [email protected]

@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.

goheelz,

Your question was answered.

No interest here, either, of rejoining your family.  In my family, they pick up the phone - not make excuses.  

....and with that, Merry Christmas :)

Mat,

I'm glad you didn't listen to the "industry person" who suggested a higher retail price for the Prime.

I don't like the idea of "industry people" having (this sort of freedom) in the first place, "you can get away with it, they won't know the difference and that's more margin in your pocket". "paraphrased".  Why are "they" contacting you personally to suggest your pricing??? I thought there was more "distance"? THIS is OUTRAGEOUS!

I appreciate your honesty but......

boneman73,

...and a Happy New Year:)

I am a relatively new VPI customer. When I recently contacted the company about my Prime, the response was quick, efficient and very helpful. Mat himself answered my query within hours, and I wasn't told to contact my dealer or anyone else. Problem solved!

goheelz,

A Blue Devil myself!

Just sent most of my issues and messages to Mat.

Mat;

Vpi has spent several years avoiding its customers, its service and its public relations.....People won't be running to your door as they did when Harry was running things........I'll be able to manage my repairs and when I can't I'll purchase other brands ...........It takes years to earn a customer and minutes to loss them...........autospec

@cerrot  @autospec  thanks for your uplifting posts, not even sure why I tried to respond and make things right.   

Funny thing is Harry read this and was disappointed in both of you, I talked him out of posting his not so pleasant response, now I wish I didn't.    

Merry Christmas, do whatever you want.  

I'm going to keep this simple: it says loads that Mat responded, much less took (quite a bit of time on a holiday weekend) to explain the realities of small business ownership. Should he have to explain himself? Nope, but integrity was being questioned so "heck yeah" I'd want to defend. The navigation of managing a dealer network and direct service is a very tough one. My angle is: I see effort going into dealer training, web forums, and direct support. Company growth is a tough one to navigate, too. Anyway.... in a couple posts on their FaceBook page, an email to support, I've never had any problems getting a response. A friend who bought a Classic had some noise issues and it took A LONG TIME to get it resolved, but it got resolved. That issue danced around in the purgatory of dealer support and VPI support. But...they were there. Persistence (and patience) prevailed.
in the case of the Seattle dealer, I'm 99% sure the dealers initials are 'DA'.... and that might leave a pretty bad taste in anyone's mouth.
Thanks, Mat!! 
B.

Dealer let the ball Fall on your foot
It's sad. You walk in there good stores now
And all you See is monster, audio quest, &
B&O.  Or sader yet  Now you See the likes of Martin Logan Or Krell at  Best Buy   Type stores
  VPI should of   E. Mailed you after bad
Service with the  Theater speaker selling
Dealer.    VPI is nice stuff hope you get help

All,

After I sent my concerns/dealer emails from the past 10 months or so.... Mat responded quickly.

I just want everyone to know that it seems things will work out, eventually.

I was told by Mat I'd receive a new arm to try.. This may/may not address all of my issues. I asked about my speed issue, no response yet.

The wheels are turning. Sorry to say I had to go to these extremes.

Let's all calm down for now.

Merry Christmas!