VPI customer serivice ROCKS!!

[jwrosenthal]

So I bought a VPI 16.5 RCM in August. I have used it to clean around 75 albums since my purchase and it is an awesome machine. But, two days ago, I went to do a round of cleaning and discovered that the vacuum wand wasn't sitting properly on the platter. I called VPI yesterday and their tech, Mike, spent around 30 minutes on the phone with me. Not only did he offer advise for adjustment, but was just the friendliest guy to talk with...about stuff.
Well I tried his adjustment and it didn't work. So I called him back this morning, described the symptoms again, and he figured the issue was probably that the wood around the wand seat probably warped (perhaps due to my lack of ritually emptying the tank after use). He offered to take it back no questions asked and replace/repair it at no cost. When I balked at the idea of shipping it, he told me how to attempt the repair myself, and if it doesn't work after that, he still would make good on the replacement. I asked if my monkeying with it would void the warranty, and he laughed saying...."why would it...it's our product???"

I am definitely buying my next turntable from them...customer service like this is dying and I will gladly support any company that gives me a live person who will back up the product they are selling and chat with me about life.

Way to go VPI!!!
James R.

[jcmjrt]

Great story. It's good to hear about a company taking care of their customers.

[Billfort]

Good stuff, nice to read about a North American company with real customer service for a change.

Makes me happy that I own a few VPI pieces.

[markd51]

Agreed, VPI is a very good company, and Mike is a pleasure to deal with.

While you haven't thoroughly explained your issues here, I take it that you have noted the Arm Wand in some way now doesn't lay flat-parallel to the record's surface? Yes, the Arm Wand Tower must be perfectly vertically straight, and perpendicular to the record's surface. This insures then, that when the vacuum is activated, that the Arm, and Clear Acrylic Wand comes down with equal pressure across the width of the record itself.

It should take no more than 2 complete revolutions to completely dry the Record.

There is both a locating pin for the Acrylic Tube when it is installed into the Arm Wand Base, as well as a locating Pin in the Base that properly positions the Wand over the Record.

As to what you decide to do, and you cannot seem to properly, and effectively remedy the problem, do send it back to VPI. They will most likely send you another brand new RCM for your troubles. They may as well, send you something else as a gift. VPI is like this, they do treat thier customers well, and wish all to be 100% satisfied.

Do definitely get in the habit of draining that Tank during a cleaning run, and after you are through, and do insure you clamp the drain hose tight as possible. One thing VPI won't warrantee (Mike personally told me this) is a Vacuum Motor damaged by intrusion of Cleaning Fluids. Mark

[barrynsue]

I have to chime in here also as I have been nothing but pleased with VPI products and service. In addition, the owner is an audio nut and is into vintage tube equipment from Audio Research, McIntosh, etc. We had a great discussion about vintage tube tuners one day and he will respond directly back to you for both problems or just to talk audio!

I own a Scoutmaster and the 16.5 and couldn't be happier that a U.S. based company is providing both exceptional products and service.

No one is perfect but it's great to hear that even though you admitted the isue may have been caused by you, they will still take care of it.

Good luck,

Barry

[BrocLuno]

On a similar note, I'm having some issues with a ROTEL Cassette deck. A thing they have not made in years. I emailed them with the issues and they sent the manuals and parts list as PDFs the next day - free, no questions asked. A nivce little family owned business. Yeah ROTEL.