Von Schweikert Customer Service?

stereo5 · « **on:** 4 Apr 2014, 07:37 pm »

I recently sent 2 email messages (the same one) to Customer service at VSA, 5 days apart and no one has answered them. I am very surprised and quite disappointed that no one has gotten back to me. I do not want to call because my phone plan has limited minutes and I do not want to go that route. Is this normal for VSA? I was under the impression that they had excellent customer service.

Delacroix · « **Reply #1 on:** 4 Apr 2014, 08:20 pm »

Well you know, if you want a direct answer quickly, the phone is always best. DId you just send to the general 'info' address on the website or to someone in particular?

DARTH AUDIO · « **Reply #2 on:** 4 Apr 2014, 08:52 pm »

VSA's customer service is exemplary!! I have found with most of the audio manufacturers, the best way to get an answer is to pick up the phone and call. Not to be a dick, but who doesn't have unlimited calling plans anymore??

GP

stereo5 · « **Reply #3 on:** 4 Apr 2014, 08:56 pm »

I share 300 minutes with my wife so there's nothing I can do about that. I sent the email to customerservice@vonschweikert.com. All I want to know is if I can purchase 1 top cap in Steinway piano black for my VR-33's and if so, how much? I also asked how I can remove the old top cap which I used superglue gel to hold it on as the nubs were either broken or worn down. I made it clear in the message that I will pay for the top cap.

It really is no ones business why I don't have an unlimited calling plan. Furthermore, I don't think answering an email is any big deal for a world class speaker company. In my first email to VSA, I also made it clear that the speakers were purchased used on Audiogon and that they are about 16 months old.

JackD201 · « **Reply #4 on:** 5 Apr 2014, 05:51 am »

Try sending the email directly to Devon at dvonschweikert@gmail.com

stereo5 · « **Reply #5 on:** 5 Apr 2014, 08:53 pm »

Thanks very much for the tip!

JackD201 · « **Reply #6 on:** 5 Apr 2014, 10:30 pm »

Anytime

Spam filters suck

spothopster · « **Reply #7 on:** 6 Apr 2014, 01:35 am »

I had a pair of VR 33 and could not seem to get them in a good place in my room. I called VSA and twice Albert himself called back and was thorough and cordial. So they will take care of you. Feel free to speak to the receptionist. She took action right away and Albert called that night. Good luck.

gammajo · « **Reply #8 on:** 6 Apr 2014, 01:26 pm »

I have found VSA exemplary over many years, with great personalized attention, but I must confess I have always just called them. Your question is completely legitimate - emails should be answered promptly. As mwentioned it is probably a case of the mail going to spam. Here is their physical address which also should work well. I have used this address successfully
Von Schweikert audio
1040 A Northgate street
Riverside CA 92507

Charles Calkins · « **Reply #9 on:** 6 Apr 2014, 05:57 pm »

Quote from: stereo5 on 4 Apr 2014, 07:37 pm

I recently sent 2 email messages (the same one) to Customer service at VSA, 5 days apart and no one has answered them. I am very surprised and quite disappointed that no one has gotten back to me. I do not want to call because my phone plan has limited minutes and I do not want to go that route. Is this normal for VSA? I was under the impression that they had excellent customer service.

If you can sign up for google gmail service they have computer phone service. My ATT phone service is for local service only. I use the google gmail computer phone for long distance calls. AND!!! It's FREE!! pretty hard to beat FREE. All you need is a headset so you can talk to and listen to the person you called.

Cheers
Charlie

fplanner2000 · « **Reply #10 on:** 6 Apr 2014, 06:31 pm »

Albert has been under the weather so VSA has been running short-staffed for a bit. That would easily explain your "issue". They have always answered my e-mails as well as phone calls, as well as calls from the purchaser of my last pair of VSA speakers. Their customer service is better than most other speaker manufacturers and they take great pride in their products.

Hopefully you can understand how a COSMETIC question through e-mail, unless you specified this was TIME CRITICAL, is not going to get the same attention as a phoned in question about a mechanical/sonic problem that is preventing the speaker(s) from working properly. You were given a number of good suggestions above and to be quite honest, if it was that big a deal, you should have called. Now you know.

To question the level of VSA service from your brief experience is both unfair and short-sighted. Just my $.02

gammajo · « **Reply #11 on:** 6 Apr 2014, 06:48 pm »

Given this was Stereo 5's first experience with VSA - I can see how he/she was concerned. Now we have jumped in, assured him of the service quality, gave good suggestions and he has thanked us - so all is again well in VSA land - correct?

fplanner2000 · « **Reply #12 on:** 6 Apr 2014, 06:51 pm »

Of course!!

stereo5 · « **Reply #13 on:** 6 Apr 2014, 10:33 pm »

So let me get this straight; A new customer like myself has no business questioning VSA customer service as it is unfair and being short sighted? I posted a very legit question as I was disappointed no one got back to me. From now on I won't ask any questions regarding their service. Thank you "fplanner2000" for making me feel so unwelcome.

To everyone who tried to help me, a big thank you. All is not well for me in VSA land until I get my questions answered by them.

fplanner2000 · « **Reply #14 on:** 6 Apr 2014, 11:06 pm »

Don't be a dick and don't put words into my mouth either. I explained to you honestly why you probably didn't get as prompt an answer as you might have expected. Instead of being grateful, you twisted my words to make me out the bad guy. That's a mistake. Try re-reading my response to you again - it answers your question.

gammajo · « **Reply #15 on:** 6 Apr 2014, 11:33 pm »

This struck a nerve at least for me because over dozens of calls and a decade everyone at VSA from Lynda (wife) Devon (son) Albert and folks in production, all have each time responded with cheerfulness, competence, genuine interest and above and beyond enthusiasm that I enjoy the music. It can take a years to built such a reputation and just minutes to sully it. So some of us are very protective of what feels like family at VSA.
One thing that I treasure about the VSA circle here is that it is so helpful, civil, and supportive. I would hate to see the hostility that is rampant on A'gon spread here

. I suggest that this thread be quarantined by the moderator and we move on.

stereo5 · « **Reply #16 on:** 6 Apr 2014, 11:44 pm »

"To question the level of VSA service from your brief experience is both unfair and short-sighted."

I find that comment directed at me to be insulting.

No one sullied VSA's reputation. All I did was ask about their customer service and explain my case because I am new to VSA. I had heard about their great customer service and when they didn't answer me, I couldn't figure out why. Now I know better than to ask such a question.

I agree that the moderator should close this thread. Some of the members here gave me great advise and I am grateful to them. I will deal with this privately.

jackman · « **Reply #17 on:** 6 Apr 2014, 11:45 pm »

Quote from: fplanner2000 on 6 Apr 2014, 11:06 pm

Don't be a dick...

Maybe you should take your own advice.

I can't wait for your new speakers to arrive so we can be "treated" to your comments about the "veil being lifted" and major improvements you experience with every MINOR change you make. I can't wait to hear how "it's like you are hearing things for the first time" when you place magic pucks under your speakers. Those comments are always good for a chuckle. Much more entertaining than when you attack people for asking legitimate questions about customer service.

SundayNiagara · « **Reply #18 on:** 7 Apr 2014, 12:10 am »

Quote from: jackman on 6 Apr 2014, 11:45 pm

Maybe you should take your own advice.

I can't wait for your new speakers to arrive so we can be "treated" to your comments about the "veil being lifted" and major improvements you experience with every MINOR change you make. I can't wait to hear how "it's like you are hearing things for the first time" when you place magic pucks under your speakers. Those comments are always good for a chuckle. Much more entertaining than when you attack people for asking legitimate questions about customer service.

Oy Vey!

SundayNiagara · « **Reply #19 on:** 7 Apr 2014, 12:13 am »

Quote from: Charles Calkins on 6 Apr 2014, 05:57 pm

If you can sign up for google gmail service they have computer phone service. My ATT phone service is for local service only. I use the google gmail computer phone for long distance calls. AND!!! It's FREE!! pretty hard to beat FREE. All you need is a headset so you can talk to and listen to the person you called.

Cheers
Charlie

It's called, "Google Voice" and even US-Canada calls are free. It works thru the speakers & mic on my laptop.