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Viva, no longer a fan

Viva as a company has decided to abandon the audiophiles who engage in the used market.  I heard that the had implemented new transformers in there amps.  I emailed them directly 3 times over a 2 week period with no reply.  Finally I called and the knew who I was by name, surprised I was then told that the US importer would be contacting me.  Here is the mail exchange:

From: John Krupa
Date: September 21, 2016 at 7:04:52 PM EDT
To: support@vivaaudio
Subject: Fwd: Viva Audio

Totally what I did not expect!!! I was primarily looking to upgrade them to the new Quattro status as I understand there was an big transformer upgrade that I was willing do in addition to the voltage change. After the Bob Clarke email I was taken back and responded how I felt. I really am no longer interested in Viva as a company to do business with if that is the case and will blog the copy of this email to the various sites.


From: John Krupa 
Date: September 21, 2016 at 2:08:37 AM EDT
To: Bob Clarke
Subject: Re: Viva Audio

The Verona's are at my Girlfriends house in Manchester. I heard there was a new Transformer upgrade in the Quattro series, hence my interest. I have over $300k invested in my system and I have Sola CVS transformers providing both voltages hence it was only for convenience sake. Upgrades are and have been part of this industry that I have been a part of for over 40 years since I started in this hobby. Name the manufacturer and it hasn't been a problem. Upgrading from. Mk1 to a Mk2 or an SE upgrade. Weather it be BAT, YG, Plinius, Ayre, the list goes on and on, It's a shame that a manufacturer acts in such a petty way. I will make sure that I share this email on all the sites that I am a part of! It's funny but this I believe reduces the brands appeal and will drive down its resale valve hence the initial desire to purchase in the first place. This is an email I would have expected from a "name deleted" type. Now I guess Viva! No longer a fan!


On Sep 20, 2016, at 12:02 PM, Bob Clarke wrote:

Dear Mr. Krupa,

Viva Audio has asked me to respond to your request regarding voltage changes and upgrades for Viva Verona amplifiers and Linea linestage. Viva no longer services equipment purchased on the used market from anyone that is not an authorized Viva dealer. They do not make voltage changes, in order to discourage grey-market international sales. I would recommend using a high-quality, high-current step-down transformer, which, besides allowing the use of a European voltage product, will also have the beneficial effects that isolation transformers provide.

Best regards,
Bob Clarke
Profundo


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pixelriffic's avatar
pixelriffic
26 posts
 
I have no experience with Viva at all.  So, not necessarily a comment on them specifically.  I have however sold and serviced audio gear for nearly 40 years, and see this as a big warning sign.  

I personally would not support a product from a company that would refuse upgrades or service to second hand owners.  I have seen this many times from some very big names.  A company that will not support its products is a problem.  This should be a factor in your buying decision.  
whart's avatar
whart
3,037 posts
 
Guys: My main point in the earlier posts here was to distinguish between grey market and 'authorized' for the market goods, not whether it was covered by warranty or whether it was repair or upgrade. I think the question raised--and reiterated by BRF a few posts above--remains. 
kodreaming's avatar
kodreaming
2 posts
 
Having exactly same problem with Stax headphones. Bought an used pair that was original purchase from Japan. It turns out Stax US will not repair items that are bought else where. I was not aware of the policy and original seller didn’t bother to disclose that.

Frankly, the business might think this will discourage people from buying grey market item. What’s actually going to happen is simple, people will stop buying the brand all together. Who wants to own a piece of expensive equipment that you can’t even pay to get it serviced.


michaela
314 posts
 
@Whart - then the manufacturer needs better control of its distributors and dealers to avoid the products becoming grey market. Their issue is with their people, it shouldn't be with the people who use the products.
daveyf's avatar
daveyf
2,871 posts
 
I don’t get the philosophy, or the business model, that supports the idea that a ’professional’ manufacturing company can refuse to support any of its previous year ( or for that matter current year) gear....simply because it was bought from a non-representative! If this faulty business tactic was applied to car manufacturer’s, can one imagine the issues that would crop up if one bought a used car from a non-dealer! Never mind the legal issues???
There is plenty of money to be made by the manufacturer in supporting their old product. On top of that, the ’good will’ that the customer will experience will most likely lead to some loyalty to the brand. Sure, the local dealer wants to control the sale, but in this day and age of worldwide markets....that’s truly expecting a lot, IMHO.

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