VTI Customer Service SUCKS!!!

[hearingimpared]

I'm about to go to the mattresses with VTI but, I don't want to jump the gun yet and tell everyone NOT to by a VTI rack quite yet. But here are some disturbing facts:

I purchased the BL503 SB back in September and kept it in the original box until today. I opened the box up and gingerly unwrapped each component of the whole. I must say it was wrapped very well and was quite a pain in the ass to get all the scotch tape off of the small bubble - bubble wrap which is a good thing.

But then the horror started.

First off the build quality is so so. If you do not fill this rack with sand or small lead shot this baby will sing its own tune with resonances (plural) whe you start to play music in the vicinity of it. By the way good luck getting the end caps off to do that.

Secondly the 9" frame spikes do not match up with the bottom 3" frame spike holes.

Thirdly, one of the shelfs was warped.

Fourthly one of the shelfs had several chips at the corners

Fifthly the shelf did not firmly fit onto the frame pipes as a matter of fact they are just plain loose.

I called VTI customer service. . . I would have had better comunication using morse code to a 2 year old.

This woman, who spoke really poor english and was very short, snippy, and rude, told me, before I even told her what the problem was, that they could do nothing about any problem I had because I purchased the rack in September. I asked what that had to do with anything and her reply was, "all the time you have is gone." I told her that I had no idea of what she was talking about. I explained the problems and she said that it is my fault for waiting so long to open the box. She said I should have opened the box within 10 days and called the shipper to report damage. I told her there was no shipping damage at all that everything was firmly and very well packed and there was no crushed or dented corners on the box, etc, etc, etc. Next she tells me, at least this is what I understood her to say, to take a rubber mallet and continuously bang on the 9" frame pipes until the points match up with the hole (folks there are five legs pipes on this frame) because the shippers dropped the box and cause the five pipes to go out of wack. She said this, no shit!!!

I asked her what if that doesn't work and what about the warped shelf. She told me that they could do nothing for me. Now as you can imagine by this time I am starting to get aggravated. So I proceed in a very cool deliberate tone to start with the usual unhappy customer lines and what kind of operation are they running blah, blah blah, blah. . . when I asked her for her name, she yelled at me, I couldn't believe it she yelled at me, then told me to call the dealer I bought it from and hung up on me.

I purchased this thing from a ebay store which I have written to and am waiting a reply. As soon as I get done writing this I am going on the VTI website and ripping them a new asshole there.

I am gearing up for the fact that I am going to have to eat this and come up with my own solution which I already have thought through. I'm going to place the warped shelf on the bottom where my two heavy mono blocks will flatten it out. I'll bang the five pipes of the 9" shelf with a rubber mallet until they match up. Then I'll take a black magic marker and dab the nicks. I am going to have to figure a way to pry the end caps off without doing damage so I can fill them with sand or shot.

You know what come to think of it, DON'T BUY THIS PRODUCT IT IS A PIECE OF SHIT!!!

[PolkWannabie]

Ruh Roh ... Sorry to hear this ... I had always thought of this outfit as being better then that ...

[Dennis Gardner]

Cheap is, as cheap does....................

[pearsall001]

Man, that really sucks!!! It's bad enough when you get a damaged product, but when the manuf doesn't stand behind it that's just not right. If you don't get satisfaction I would rip them a new a-hole & let others know that their customer service is non existent & their products are not worth buying.

[dkg999]

Wow, I have two VTI racks bought off of eBay, and both do not exhibit those types of problems! I did take them out and assemble them right after I rec'd them, then carefully repackaged them for storage. Everything lined up, and my end caps I think twisted loose pretty easily. Sorry you're having such bad luck. I would keep working it up until you get to a manager who has a reason to care!

[hearingimpared]

Cheap is, as cheap does....................

Ya see Dennis this is the lesson I learned here. . . don't buy anything off the internet until touching a demo first.

I did a lot of research on that VTI and saw a lot of good things written about it but actually never touched one.

[I-SIG]

Wow. I've been very pleased with mine. Some of the spikes that screw into the bottom of each shelf were different lengths, but nothing a little matching didn't take care of. It's even been pretty easy to reach around back and swap components without having to rearrange. I will admit it seemed a little chincy for the price, but I thought the design, overall, was a smart one that could handle some good weight without being a behemuth.

Wes

[Early B.]

I have a VTI stereo rack and have had no problems like that.

Hope you get it resolved.


P.S. -- I've learned the hard way -- when it comes to items over, say $50, ebay usually isn't the place to purchase it. Go elsewhere, spend a little more money from a reputable e-tailer.

[shawn474]

Did you ever ask to speak to her supervisor? As a consumer, it is in your right to do so and usually gets their attention. I've called product companies and had shisty CS people handling until I talked with the supervisor who got the problem resolved in no time. Also, all warranties / mishaps may have been negated by the fact that you bought it on ebay and it wasn't affiliated with the company. In that case. it is buy at your own risk.

[hearingimpared]

Did you ever ask to speak to her supervisor? As a consumer, it is in your right to do so and usually gets their attention. I've called product companies and had shisty CS people handling until I talked with the supervisor who got the problem resolved in no time. Also, all warranties / mishaps may have been negated by the fact that you bought it on ebay and it wasn't affiliated with the company. In that case. it is buy at your own risk.

Shawn, trying to communicate with this woman was a chore in itself. . .she kept talking over me and contradicting herself. I can tell you, I am not the type of person who let's people walk all over them. . .I just couldn't break the language barrier and this woman was so stressed out, I could hear it in her voice as well as her interrupting our conversation answering other calls.

I wrote to the distributer and to VTI directly. Now I just have to wait. I just think it sucks that a manufacturer would have a customer service department that would treat a customer that way.

[Joey_V]

Uh oh.. and I'm about to buy a VTI rack myself... keep us posted!

Joey

[W WALDECKER]

I bought a VTI rack and at two seperate times bought extra shelves for it and the fit and finish were always very good and the spikes lined up in the indentations on the end caps perfectly :confused: its a shame that the customer service was handled so badly by VTI ....WCW III

[Dennis Gardner]

I looked at VTI and initially thought they were great values, but eventually bought Sanus from Audio Advisor. I knew Sanus from previous experience.

An audio rack failure isn't a pretty sight.

[F1nut]

Quess what product I'll never buy!?!

[schwarcw]

Don't mess around, call the President of the company, the Vice President, whomever you can get. Also, get their names and email addresses. You'd be surprised, these guys usually like to hear about shit like this. Most of the time they understand the big picture. Be calm but deliberate and relentless in your pursuit of getting this fixed.

[SCompRacer]

By the way good luck getting the end caps off to do that.



I used a small funnel with the outlet the same size as the threaded hole the spikes screw into. With a controlled slow pour, the shot won't jam on the way in. I used an old measuring cup as trying to pour shot from a 25 pound bag while holding a funnel would add some difficulty.

Sorry to hear of your woes. I had no such problems and would buy another one.

[Polkersince85]

Go to their website, click on about us, copy and paste the bullsh$te letter the big guy wrote in your email to him.

[hearingimpared]

Uh oh.. and I'm about to buy a VTI rack myself... keep us posted!

Joey

Yo Joey, I was thinking of you today when I was having these woes because I gave you all the info on VTI. . . I was hoping you would see this.

It seems however that this is not the norm. It looks like others have had good luck with the ones they currently own. We'll see.

Joe

[hearingimpared]

Don't mess around, call the President of the company, the Vice President, whomever you can get. Also, get their names and email addresses. You'd be surprised, these guys usually like to hear about shit like this. Most of the time they understand the big picture. Be calm but deliberate and relentless in your pursuit of getting this fixed.

I'm already right there with you Brother. I'm kind of salivating like a wolf to see what numbskull I'm going to have to deal with next.

[hearingimpared]

I used a small funnel with the outlet the same size as the threaded hole the spikes screw into. With a controlled slow pour, the shot won't jam on the way in. I used an old measuring cup as trying to pour shot from a 25 pound bag while holding a funnel would add some difficulty.

Sorry to hear of your woes. I had no such problems and would buy another one.

Hey Rich when you first received the rack didn't the resonances it made kinda freak you out. I did a couple of drum taps with my fingers on it and man it started singing its own tune. LOL I started fearing the affect the SRS 1.2 TLs were going to have on it. If I have to keep this rack, I'm going to do the shot thing but I am also going to encase it in as much sorbothane as I have. . . which right now is loads.

[dkg999]

Use lead shot about a third to half of the pillar, then fill the rest with reptile sand from the pet store. Worked great on my stands for monitors, and the uprights on my Mye stands for the Maggies.

FYI - I bought a set of Sanus steel stands from AudioAdvisor and one of the uprights had a manufacturing defect. It took a half dozen calls from me to Sanus, and another half dozen from AudioAdvisor and they still didn't ship me a replacement part. AA finally shipped me another set of stands, said take the parts I needed and included shipping for me to ship the rest back to them.

[hearingimpared]

Use lead shot about a third to half of the pillar, then fill the rest with reptile sand from the pet store. Worked great on my stands for monitors, and the uprights on my Mye stands for the Maggies.

FYI - I bought a set of Sanus steel stands from AudioAdvisor and one of the uprights had a manufacturing defect. It took a half dozen calls from me to Sanus, and another half dozen from AudioAdvisor and they still didn't ship me a replacement part. AA finally shipped me another set of stands, said take the parts I needed and included shipping for me to ship the rest back to them.

A little back and forth but in the end GREAT CUSTOMER SERVICE!

[dkg999]

Great customer service from AudioAdvisor! Sanus never would or did ship a replacement part. :(

[SCompRacer]

Hey Rich when you first received the rack didn't the resonances it made kinda freak you out.

Yeah, I had expected it going in. By knocking out the end caps, you can remove the rubber plugs in the tubes that seal the holes where the cross bars attach to the tubes. Use some epoxy to seal the small holes in the bottom of the cross bars where they attach at the tubes and then you can fill the cross bars with shot too.

[hearingimpared]

Yeah, I had expected it going in. By knocking out the end caps, you can remove the rubber plugs in the tubes that seal the holes where the cross bars attach to the tubes. Use some epoxy to seal the small holes in the bottom of the cross bars where they attach at the tubes and then you can fill the cross bars with shot too.

I've got a couple dozen sorbothane pods and some sheets. I wonder if I can deaden it with those?

[SCompRacer]

I've got a couple dozen sorbothane pods and some sheets. I wonder if I can deaden it with those?

If your like me, you have more time than money....although free time has been scarce as hens teeth of late.

[DarqueKnight]

This woman, who spoke really poor english and was very short, snippy, and rude,...

Next she tells me, at least this is what I understood her to say, to take a rubber mallet and continuously bang on the 9" frame pipes until the points match up with the hole.....
...when I asked her for her name, she yelled at me, I couldn't believe it she yelled at me, then told me to call the dealer I bought it from and hung up on me.

Maybe you caught her at the wrong time of the month. ;)

Since others here have had good experiences with VTI, I echo their advice and would escalate my concerns to a higher level. Good luck with getting this resolved to your satisfaction.

[Joey_V]

Yo Joey, I was thinking of you today when I was having these woes because I gave you all the info on VTI. . . I was hoping you would see this.

It seems however that this is not the norm. It looks like others have had good luck with the ones they currently own. We'll see.

Joe

Thanks bro!! Now I know I got another guy watching my back!

Joey

[hearingimpared]

Maybe you caught her at the wrong time of the month. ;)

Since others here have had good experiences with VTI, I echo their advice and would escalate my concerns to a higher level. Good luck with getting this resolved to your satisfaction.

She treated me like I had her by the twat hair!:eek:

I am definitely climbing the ladder on this one.

I'm glad you weighed in Raife I was thinking of you today when I was setting up the 1.2 TLs on their wall. I remembered you telling me that you had them set 6'8" apart. Unfortunately the wall I have to put them on has a doorway so I can only get them 6' 1" apart. They are 5' from the side walls. I think my sweet spot is going to be a little closer to the back wall than I would like. I'm sure that some room treatments will help that out.

I don't even know why I am going on about all this, I can't even get the friggin rack to work right! LOL

[dkg999]

You don't need no stink'in rack! Just get a couple of concrete blocks and a 1x12 and you're good to go :p

[Libertyc]

Hey Joe,

How did you pay for the item? Maybe you can do a charge-back thru your credit card? It may be too late but I would try to dispute it.

I almost ordered a VTI rack from the same seller.

[hearingimpared]

You don't need no stink'in rack! Just get a couple of concrete blocks and a 1x12 and you're good to go :p

You just brought back a memory. . . in 1989 I had this really great Condo. It was huge and had concreate ceilings. I had SDA/SRSs at the time that were being pushed to the max by a number of different really ballsy amps

I had my turntable in a separate room. I had levels of cinder blocks interlocked from the gound all the way up to about just below chest high. Then had a Lead Balloon platform and then the turntable. No vibration problems there boy!!!

[hearingimpared]

Hey Joe,

How did you pay for the item? Maybe you can do a charge-back thru your credit card? It may be too late but I would try to dispute it.

I almost ordered a VTI rack from the same seller.

That was paid for back on September 16th. I don't know if I feel comfortable doing a charge back. I think the dealer will get screwed when in reality they are manufacturers defects. I checked the dealers post again on ebay and didn't see any guarantees.

I am waiting for return emails from the dealer and VTI. They have until noon EST tomorrow before I start turning the screws.

[Libertyc]

The dealer might get screwed...your getting screwed. The dealer sold you a piece of crap and should be the one who eats the loss and deals with the manufacture. This is a defective product, much different than the item pictured and described in the original sale. Was it sold as a refurbished item...I don't think it was? Time to play hard ball.

[hearingimpared]

Get this. I called VTI customer service again today and immediately asked for the supervisor. The woman I spoke to yesterday is the same woman, Linda Fang, who answered today. She claimed to be the owner of VTI and once again, in her broken English, before I could say anything she told me she read the email I sent on the company website, "contact us" portion. She denied everything, that I wrote. Every time I tried to get a word in she talked over me. She kept insinuating that I was trying to pull a fast one. She kept repeating that she never heard of one of VTI's shelves being warp. She said that the only time the rack pipe spikes don't match the holes is when the shipper drops the box.

At this point I laid into her to shut her the eff up. After a long and really arduous conversation where this woman is swearing that I am trying to get over on her, I finally got her to agree to do something about the warped shelf only.

This is her solution:

"Since a warped shelf has never occured before in all the years of their manufacturing experience," (direct quote) I can ship the shelf only back. If they determine that I am "telling the truth," (direct quote)they will ship me back a new one. If not they will be shipping back the original and I am to pay for all shipping and insurance both directions reguardless of whether it is a manufacturing defect, "which I doubt" (direct quote) or not.

When I asked for a reference number or a conf. number she said, "don't worry we will know because you are the only one." What the eff is wrong with these people. This entity behaves as if they did me a favor by selling me their product and it is my good fortune to pay for it.

By the time I got done with this asshole I felt like a freakin victim!!! I hate people that walk around feeling like victims all the time but boy, oh, boy, I sure know now that it isn't a good feeling.

If I take the original cost of the product and add the to and fro shipping costs to it, I will be paying more than the MSRP for it.

I certainly learned a lesson here. I said this in a previous post, if I can't touch it first somewhere, I am not buying it over the internet.

I am not going to say don't buy VTI products. What I will say is, be aware that if you do buy one of their products and you run into a problem, you will not be greated with good customer service. You run the risk of being treated quite poorly and even like a creep who is trying to get something for free from their squeeky, cheep asses.

I told Linda Fang that she needs to revamp her customer service skills as well as VTI's customer service policies. I also told her that I was going to be posting this incident on as many audio forums I can get my hands on. She didn't care as a matter a fact she told me to go ahead it will make no difference to VTI. :eek:

I'm going to have to work with what I have here and make the best of it.

Here is a thought. . . everyone who reads this thread go to VTI contact us (http://www.vtimanufacturing.com/Contact%20us.htm) and express knowledge of this incident. Maybe that will knock Linda Fang off her high horse.

EDIT: forgive the spelling, I'm a little upset.

[PhantomOG]

I agree that their customer service was unacceptable (mainly because I know you are telling the truth), however, from a business standpoint I do understand their policies. September to now, they should have had good faith and fixed any issues you had, however, there absolutely has to be something in writing limiting their liability for customers who purchase something and don't open the product for extended periods of time, mainly because it is impossible to prove whether or not the product is truly "new".

Let it be a good reminder/warning to all about:
1) buying things on ebay in general
2) not checking products completely during the initial return/exchange period

At least you didn't open the box and find a bunch of scrap wood and bricks! :eek:

[hearingimpared]

I agree that their customer service was unacceptable (mainly because I know you are telling the truth), however, from a business standpoint I do understand their policies. September to now, they should have had good faith and fixed any issues you had, however, there absolutely has to be something in writing limiting their liability for customers who purchase something and don't open the product for extended periods of time, mainly because it is impossible to prove whether or not the product is truly "new".

Let it be a good reminder/warning to all about:
1) buying things on ebay in general
2) not checking products completely during the initial return/exchange period

At least you didn't open the box and find a bunch of scrap wood and bricks! :eek:

I agree with you about that part of good business practice. But it is not good business practice to conduct customer service as follows:

The problem I am having is that since the initial contact was made, her stance was accusatory. She even went so far as to remind me that when she asked me yesterday when I purchased the product I said, "I don't remember 3 to 4 weeks maybe a month and a half." She came right out and said you lied to me. I explained to her that I was in the midst of moving and have had dozens of large items such as refridgerators, washer, dryer, furniture, bedroom sets, doors, fencing etc. going in and out of the new house over the past month. I told her that when I got back to the rental last night I looked up in my receipts on my PC the date. The date ordered was September 16th. So I made a mistake what is the problem?

If there was a 10 day policy on reporting shipping problems or problems with the product it sure wasn't listed on the ebay listing. I've read it several times since last evening.

I asked her why she has taken the stance that I was lying to her and trying to get something for nothing from the very begining of our conversation. . . no reply at all.

That my friend is not good business practices.

I think what is really bothering me here is the way I was treated from the get go. I was in management and executive management of customer and technical support for over 30 years in the IT Help Desk industry. . .customers, even abusive, nasty, or irrate customers were all treated with dignity and respect. Anything less than that was dealt with, with disciplinary action and I remember a few instances where I fired technicians for treating customers poorly.

[Joey_V]

Sending her an email now.

Joey

[hearingimpared]

Sending her an email now.

Joey
Wow thanks Joey!:)

[amulford]

That sucks. Good luck...

[PolkWannabie]

I think we should ALL send emails ... both existing and POTENTIAL FUTURE customers ... Maybe then they'll get it ...

[hearingimpared]

I think we should ALL send emails ... both existing and POTENTIAL FUTURE customers ... Maybe then they'll get it ...

Right on Brother!

I really seem to think that the owner is so arrogant that she would email you back and tell you to go eeffff yourself.:mad:

[Libertyc]

email sent to VTI.

[Libertyc]

I hope it works out for you Joe. I was ready to order the 4 shelf single unit.

Eff that, I will use a TV tray table before I buy a VTI rack.

[zombie boy 2000]

nastygram sent HI

[PhantomOG]

Simma Down Now!!
http://people.uncw.edu/tompkinsj/105/daybyday/flash/angelyn/collette.jpg

[zombie boy 2000]

Summer Donna now!!!!

[SLOCOOKN]

I am getting ready to call them. I found this usually works best 500 phone calls.

[SLOCOOKN]

I just got off the phone with "HER". She says that you first told her that you had it for 3 or 4 weeks. you then changed your story to 3 or 4 months so how could she trust you. I told her as a business you have to make a judgement that sometimes doing right for the customer might be the best thing for a business. If his concerns are real you might be able to have a customer for life..She then said that she was being reasonable. just send back the shelf. Perhaps that is not enough I said. I then told her that one should not have to fight to resolve issues. Customer service IS SERVICE. She was flustered by the time I was done with her :)

[zombie boy 2000]

Slowcookin', indeed:D

[hearingimpared]

I just got off the phone with "HER". She says that you first told her that you had it for 3 or 4 weeks. you then changed your story to 3 or 4 months so how could she trust you. I told her as a business you have to make a judgement that sometimes doing right for the customer might be the best thing for a business. If his concerns are real you might be able to have a customer for life..She then said that she was being reasonable. just send back the shelf. Perhaps that is not enough I said. I then told her that one should not have to fight to resolve issues. Customer service IS SERVICE. She was flustered by the time I was done with her :)

Thanks Man, I didn't tell her 3 or 4 months. I told her what I said in a previous post. She was confrontational from the opening conversation yesterday. Today after she kept talking over me again I raised my voice to get her to shut up for five minutes and listen to me instead of keep telling me there was nothing she could do. I never got a chance to answer any of her questions because by mid sentance of one answer she was calling me a liar and then asking another.

She is nit picking with facts. As I said in a previous post, I've had so many boxes and products going in the new home out of the old one, and my head is spinning with this move that I can't remember what dates I did anything with. When I spoke to her today I had given her the exact date that I purchased the rack because I was able to access my PC last night which has the receipts on it.

I have all of my friends, family, and acquantances emailing her to let her know that she's screwing an honest guy and that they will not be purchasing anything manufactured or sold by VTI. They are actually emailing eveyone in their address books to inundate her.

Hopefully this won't happen to anyone else.

I'm resigned to the fact that I am going to have to deal with this rack as is.

The only thing I did wrong here was to wait two months to open it up and set it up. The other mistake I made was not being sure, when asked yesterday, when I purchased it. That is what she is focusing on.

Thanks to any of you guys/gals who email her or contact her in my behalf. . . as I said hopefully this won't happen to anyone else.

[F1nut]

Email sent to the infamous Linda Fang. There is no excuse for treating any customer like she is treating you, regardless of the time table. I would encourage everyone to tell their friends in the audio community about this, I am.

[Dennis Gardner]

I would put it for sale on ebay, Agon, and any other site that VTI sells their products on, telling your exact story using her quotes etc. Make it a legitimate auction with a alterior motive.

Factory Defective, Customer Service Nightmare VTI Rack For Sale.....

[halo]

That sux! This lady just doesn't "get it". Won't matter how many emails you send or phone calls you make - she / VTI will NEVER "GET IT".

Joey - you might want to look into Studiotech (http://www.studiotech.com/). Both my TV and audio racks are by them. The CS is fantastic.

[hearingimpared]

You folks are great, thanks for all the support and the funnys!!!

[Joey_V]

That sux! This lady just doesn't "get it". Won't matter how many emails you send or phone calls you make - she / VTI will NEVER "GET IT".

Joey - you might want to look into Studiotech (http://www.studiotech.com/). Both my TV and audio racks are by them. The CS is fantastic.

Looking at them, Victor... thanks!

I remember your racks and I remember your recs from way back when.... only thing is that they arent modular... dang it.

Joey

[Joey_V]

You folks are great, thanks for all the support and the funnys!!!

That's what I'm here for, my friend!

Joey

[hearingimpared]

That's what I'm here for, my friend!

Joey

Yo Joey,

My friends and family in my email address book are killing her with emails. I wonder if she is just deleting them or is bothering to read them.

I think if you can get a VTI rack from a dealer near you where you could actually touch the rack, I think with some small buck shot and sand like was written in earlier posts you have a decent rack. I'm not gonna bury the design or the attributes just the arrogant owner who thinks she and her company are doing us a favor by letting us purchase her fare.

I hate to say it is a good product but it really isn't bad. The owner is!:mad:

Joe

[hearingimpared]

Simma Down Now!!
http://people.uncw.edu/tompkinsj/105/daybyday/flash/angelyn/collette.jpg

I should email that picture to Ms Fang and tell her she is looking in the mirror.:eek:

Fang? Wasn't that Phyllis Diller's husbands name?:D

[Libertyc]

Joe,

Is there anyway we can fix the rack to make it useable?

[Joey_V]

Yo Joey,

I hate to say it is a good product but it really isn't bad. The owner is!:mad:

Joe

Loud and clear, Joe.... loud and clear.

Over and out..

Joey

PS
Let's hope our emails are going to have her thinking twice next time she acts stoopid.

[hearingimpared]

Joe,

Is there anyway we can fix the rack to make it useable?

Yea Billy. I gotta plan. First I'm going to bang the five posts on the 9" rack with a rubber mallot until they spike fit into the little holes in the 3" rack. Then I'm going to fill the racks with buck shot the way Rich (scompracer) described. Maybe fill it the rest of the way with reptile sand like dkg999 recomended. Then I'll put the warped shelf on the bottom and place the two Adcom mono blocks on the warped shelf. I think they are heavy enough to flatten it out atleast while they are on it. Other than that a black magic marker to color in the chips and dinks on the corners of the one shelf. As far as the shelfs not being flush with the posts, I don't know what to do there except maybe make sure what on the shelves are heavy enough to keep them from rattling.

I was hoping to just start building my system but I'm going to have to do this stuff first. Like PhantomOG said in an earlier post, At least you didn't open the box and find a bunch of scrap wood and bricks!, I'm very thankful for that. Boy imagine if that happened and Ms Fang treated me like she did. . . I would have to take a flight to California and teach her some serious customer service skills.;)

[hearingimpared]

Loud and clear, Joe.... loud and clear.

Over and out..

Joey

PS
Let's hope our emails are going to have her thinking twice next time she acts stoopid.

Hopefully this won't happen to anyone else. . . maybe she will rethink her horsesass attitude.

[cindy100]

I've also sent an email; sorry to hear about the way you have been treated.

Cindy

[zombie boy 2000]

HI...

I made it quite clear in my e-mail that she could take a page or seventeen from the good folks here at Polk Audio.

I also heard Linda Fang just took down all the Christmas Trees at VTI headquarters and replaced them with skinned puppies doused with egg nog and lit on fire.

[halo]

Looking at them, Victor... thanks!

I remember your racks and I remember your recs from way back when.... only thing is that they arent modular... dang it.

JoeyThe HF-4 (http://www.studiotech.com/products/component_racks/high_fidelity_hf-4/index.html), HF-3 (http://www.studiotech.com/products/component_racks/high_fidelity_hf-3/index.html), & HF-33 (http://www.studiotech.com/products/component_racks/high_fidelity_hf-33/index.html) are modular Joey. You can add shelves and there are 4 different pole lengths available (4", 7", 9", & 11"). You don't need any tools to assemble them either. I have the (no longer available) HF-6G for my 2 channel rig and the HF-33 for the HT.

Hope that helps :)

[hearingimpared]

Thanks to all for your support and action.

I've written twice to the ebay store with whom I purchased the rack. . .no response, perhaps I should initiate an action to get his email inbox inundated with email. He should atleast have the common courtesy to let me know that he can't help me or some kind of response other than ignoring this, especially since I've recommended him to other people because his price was so good. Hmmmmm.

[hearingimpared]

HI...

I made it quite clear in my e-mail that she could take a page or seventeen from the good folks here at Polk Audio.

I also heard Linda Fang just took down all the Christmas Trees at VTI headquarters and replaced them with skinned puppies doused with egg nog and lit on fire.

Thanks ZB and BTW LOL

[hearingimpared]

This is the first line off of VTI's about us page:


VTI Manufacturing, Inc. specializes in manufacturing entertainment and presentation furniture for home and office use. Our goal is to provide our customers with best quality products, very affordable prices and excellent service.:rolleyes:

The bolded words are a crock of do do!

[Libertyc]

Mrs. Fang emailed me back today. Here is her response:

Dear Bill,

Thanks very much for your e-mail. We do stand behind our products and provide good customer service to all reasonable customers. However, we would not want to be taken advantage of by this one and only dishonest and unreasonable guy.

He has the freedom to say what he wants under the "freedom of speech clause". However, fact will remain and last forever.

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733



The heat is on.

[PhantomOG]

why do i get the feeling that this company has about 2 employees and is run out of someone's house?

so funny... keep it coming, this is some good reading material! :D

[PolkWannabie]

Wonder what they think a "reasonable" customer is ... One they never hear from ?

[halo]

Mrs. Fang emailed me back today. Here is her response:

Dear Bill,

Thanks very much for your e-mail. We do stand behind our products and provide good customer service to all reasonable customers. However, we would not want to be taken advantage of by this one and only dishonest and unreasonable guy.

He has the freedom to say what he wants under the "freedom of speech clause". However, fact will remain and last forever.

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733



The heat is on.I hate to say I told you so but...I told you - she'll never "get it". ;)

[hearingimpared]

I hate to say I told you so but...I told you - she'll never "get it". ;)

She gets to call me dishonest because with all that is going on in my life with moving into a new home and ordering and receiving products by the truck loads I couldn't remember to the date that I ordered the rack and told her the wrong information in the very beginning of the first conversation. . . from that point forward she took the attitude that I am trying to get over on her. Nothing that was said from that point forward was valid in her twisted mind.

She comes off as a greedy foreigner who is trying to make as much money as possible no matter what she has to do.

[hearingimpared]

My new projector arrived today as well as a mattress and box spring set. One at the rental in Philly and one at the new home in Newark DE.

Wow I better write the item names and dates and the location they arrived to on the back of my hand in permanent magic marker so that if I have to call customer service I can give them the exact information or else they will think I am dishonest and unreasonable!!!

Seriously though, my son, who has the same projector is going to be taking it to his house in a day or two to check it out for me. Boy I can wait to get that HT system up and running in my new media room.

I better hold on to that magic marker because tomorrow my son's steel loft bed is scheduled to arrive in the Newark house. Oh yeah the cooling fan for my new refridgerator is supposed to arrive tomorrow and the repair guy from Sears is supposed to fix the NEW fridge tomorrow. Boy I'm gonna run out of space on my hand. :eek: LOL

PS: the Sears repair guy was present the first day I spoke to White Fang. I should have him call her tomorrow.:D

[F1nut]

I just read that a gentleman from Australia has sent an email to VTI about this matter. The internet makes the world very small place.

Come on people, show your support for Joe, send an email.

[Libertyc]

Ditto what F1 said.... Send an email.

[ben62670]

I wouldn't be too quick to judge a company by 1 employee. I have no experience with said company, but I do have my own company. Its hard to get good help. I would hope that someone wouldn't dismiss my company because I had an employee F up on a bad day. Who knows maybe you'll get her again. Try working your way up the ladder... general rule of thumb is ask to speak to a supervisor 3 times (clicking your heals don't work). If you have similar results please post with an update. If not then maybe fly out and slap the ho!
Good luck Ben

Milk Crates?
Edit I just reread the post... fly out and slap the ho!

[halo]

I don't think it's going to get through her thick skull but I sent a very polite, yet direct, email to VTI on your behalf Joe. I sincerely hope that it helps and that they come to their senses. Keep us posted. Best of luck to you. :)

[Polk65]

Folks let's keep this clean.

There was a time when this would have been handled by a manager or in this case the owner.

There was a time when this would have been handled for a "customer service" reason, or exchanged so their engineer could examine the defects. This way future customers calling with similar problems would have a "bang with a rubber mallet" remedy waiting for them.

There was a time with something called the "Christmas Spirit". But as many Americans are aware, this is under assault and unknown to some.

[hearingimpared]

Thanks Jesse and all you folks for helping me with this and supporting me.:)

I just got back to the rental from the new house. . . boy things are just not going as planned but such is life.:(

I got to spend about an hour today (first time since Tuesday) on this VTI rack.:mad:

Linda Fang was right, the shelf isn't warp.:eek: I placed each shelf (there are 3) on the 9" rack. They all looked severly warped when on that rack.:confused: The points of each post do not line up with the gooves on the rack below it, the center post's point is about 1/2 " shorter than the rest. When I rest the rack on level ground it wobbles is three different directions.:rolleyes:

I kept looking at the damned thing but couldn't figure out why the shelves looked so warped.:confused: So I took out my trusty old Sears 94021 Dial Calipers and my micrometer.:D

I measured each of the 7 welded rails that connected to the 5 posts from the bottom of each post cap to the top of the welded rail. The difference in the heights of the welded rails were dramatic. At the center post, the left rail height was .19", going to the far left post the welded rail was .32" . . . All the other posts cap to welded rails heights were between .2" through .245" . . . there are 14 welded spots all with varying degrees of height as you can see but the LEFT post welded rails are so much lower that any shelf placed on it has a large gap between the bottom of the shelf and the rail thus making the shelf look severly warp and it is very wobbly.

Now because these 14 welded spots are so varied in heights, the bottom of the 5 posts do not line up flush at the floor. Hence Linda Fangs "hit it with a rubber hammer fix." I tried that. I tapped the posts ever so slightly to get them to move. Now I was able to get all of the points into the grooves, the center post was now 3/4" short and with all the points lined up in the grooves the shelf was even more out of wack. Thus the manufacturing defects making Linda Fang's bogus fix cause things to get worse.

I don't know if I've done good job of describing this, I'm a bit stress drained but if you were able to look at it, it is blantently obvious that this is not shipping damage a Ms Fang claims. Unless of courss the shipper opened the box, got a welding torch, unwelded the rails and welded them back evenly!!!:rolleyes: :eek:

Do you think I have a snowballs chance in hell of convincing Ming the Merciless that this is her companies shotty work???

I didn't think so, unfortunately neither do I.

I've accepted that I am going to have to live with Ming's decision. But that doesn't mean I don't want her email box brimming with messages ripping her about her shotty work and shotty customer service. I must say I feel a bit angry that she had the nerve to tell Billy that I was dishonest and unreasonable. I resent her coming to this country and thinking that she can get away with this kind of crap. Sorry I'm getting crabby but damn it, it is the truth!!! :mad: :mad: :mad:

I'll be taking pictures tomorrow of the whole procedure with the Dial Calipers, even if I have to do it late tomorrow night I am getting this out on the web.

Thanks again to all you guys 'n' gals for your support!

Joe

[hearingimpared]

Folks let's keep this clean.

There was a time when this would have been handled by a manager or in this case the owner.

There was a time when this would have been handled for a "customer service" reason, or exchanged so their engineer could examine the defects. This way future customers calling with similar problems would have a "bang with a rubber mallet" remedy waiting for them.

There was a time with something called the "Christmas Spirit". But as many Americans are aware, this is under assault and unknown to some.


Well my friend those days are over because we have foreigners running businesses with the attitude that they are doing us fat lazy Americans a favor giving us the opportunity to spend our money on their labors.

Go into a Dunkin Donuts that is foreigner owned order something and then tell them they made a mistake. . . see how fast they raise their voice and start giving you sh . . .Crap (trying to keep it clean) I've experienced that too many times and am sick of that do do (trying to keep it clean) also.

[schwarcw]

Take some pictures and send them to her. As a last resort, return the rack to her for examination with the hopes that she replaces the rack after examination and sees first hand you are not at fault for her defective product.

Or, go to a metalshop and have them fabricate you a new replacement piece for the one that's defective.

Post some pics for us. Sorry to hear about this bullshit Joe!

Carl

[hearingimpared]

Take some pictures and send them to her. As a last resort, return the rack to her for examination with the hopes that she replaces the rack after examination and sees first hand you are not at fault for her defective product.

Or, go to a metalshop and have them fabricate you a new replacement piece for the one that's defective.

Post some pics for us. Sorry to hear about this bullshit Joe!

Carl

Carl she already made it clear that if I sent a shelf (with me paying shipping to and fro') and she doesn't agree she would be sending the original back.

I figured out the shipping costs and if I did that it would bring my total cost over the MSRP (time, materials, shipping insurance etc). I bought the rack when I did because it was almost $100 under the MSRP.

Thanks Carl for your concern. Did you get to read two three posts up?

[SCompRacer]

Send her some pics. Hard to argue shipping damage from what you desrcibed. Maybe they built that one free style.:eek:

[Libertyc]

Oh well...they lost me as a customer. Let's all chip in and buy new rack for Joe. It will be a nice house warming gift from his friends from club Polk. I'll start by putting in $25.00. Give me your Paypal addy Joe. Happy Holidays!

[hearingimpared]

Send her some pics. Hard to argue shipping damage from what you desrcibed. Maybe they built that one free style.:eek:

I'm glad to see ya on Rich I gotta a couple of questions for ya.

First off, I'm going to have to send her pictures from someone elses email account because I am sure she is just deleting mine when they arrive. I sent her an email that I think obviously need a reply and she didn't.

Anyhooooo. . . I got two of the end caps off of the 3" shelf and removed the rubber stops you were telling me about a few posts back.

The underside of the rails have about 1/2" slots right at the weld spots. . .
1. did you cover them with anything inparticular to keep the shot from spilling out?

2. were you able to get all the rubber stops out of all the rail ends?

3. what size shot did you use?

4. where did you get the shot?

5. didn't it make the rack excessively heavy?

6. did you have any stubborn end caps and if so how did you get them off without damaging the roundness?

One of the other guys recommended reptile sand . . . any thought on that?

One more thing . . . do you think your SACD sounds as good or better than vinyl? I think it was Shack who told me that it he thought it did and I'm thinking of buying and SACD player.

[hearingimpared]

Oh well...they lost me as a customer. Let's all chip in and buy new rack for Joe. It will be a nice house warming gift from his friends from club Polk. I'll start by putting in $25.00. Give me your Paypal addy Joe. Happy Holidays!

Thanks for the great thought Billy but really no thanks . . . all this support is good enough for me!:) Besides getting this piece of junk to work better than VTI could ever expect, this gives me a challange to overcome!!!;) :D :eek:

[hearingimpared]

I don't think it's going to get through her thick skull but I sent a very polite, yet direct, email to VTI on your behalf Joe. I sincerely hope that it helps and that they come to their senses. Keep us posted. Best of luck to you. :)

Thanks Pal 'O' Mine.

She has it in her twisted skull that because my first reply to her question, "when did you buy this," was incorrect, that I am lying to her and am just trying to get over on her.

Then of course in my first email to her company complaining about her awful service, not knowing, that she is the "owner," I said that she yelled at me and then told me to call the distributor and then hung up on me. . . she said that those claims were all lies. This is one of those times when I wish I had a recorder on my phone so I could keep a loop of the call constantly calling her and playing the tape over and over and over and over. . . Boy I'm starting to get evil here I better stop!:D

[hearingimpared]

I've also sent an email; sorry to hear about the way you have been treated.

Cindy

Thanks so much!

[hearingimpared]

I'm going to the mattresses with this creep also. This is the ebay seller I purchased the rack from. I've tried to contact him twice with detailed explainations and requests for help and he has ignored me. . .note the last name, I think it is Ming the Merciless's cousin.

Ebay name = jspht8338

Email Address = jspht8338@aol.com

Name and location:

Jason S Pang
Hawthorne, CA 90250 United States

What really burns my ass is that I have recommended this jerk off to several people (cheap price for the VTI racks) including Joey V. and gave him an excellant ebay rating.

[ninerbj]

I emailed asking about there top of the line shelving...cost no object.
I will string her along with a few questions...ask how I order...then email the following day stating how I have read countless numbers of bad reviews as of late and the dreaded...THANKS BUT NO THANKS:D

[Libertyc]

Here is a link to the ebay seller Joe. This is his online store.

http://www.newquestsound.com/ProductDetails.aspx?productID=14

New Quest Inc.

P.O. Box 131
Temple City, CA 91780
USA

Tel: (626)262-3607
Fax:(626)574-7919
Email to: sales@newquestsound.com
or JSPHT8338@aol.com

His first name is Jason.

[SCompRacer]

I’d like to reiterate that I am sorry that you are having the problems. I am on record here saying VTI has a good product, and I still stand by that based on my experience. Shelves fit nice, no glaring OMG how could you display that in your living room comments. Our living room floor is level, and all the feet on the rack touched the floor before anything was placed on it. My opinion is she would have been better off sending you a new rack than dealing with all this bad press.



The underside of the rails have about 1/2" slots right at the weld spots. . .
1. did you cover them with anything inparticular to keep the shot from spilling out?

Used epoxy. The slots in mine were only like ¼” long.

2. were you able to get all the rubber stops out of all the rail ends?

Just the ones that allowed me to get into the cross bars. I did not knock all the caps out.

3. what size shot did you use?

I used #4 cause I had bags of it laying around from previous hobby days. I only shoot one thing around here anymore.

4. where did you get the shot?

I used to be a FFL Dealer with a Class III License. Got the shot years ago, can’t remember where. I do know I paid less than what it sells for now.

5. didn't it make the rack excessively heavy?

Don’t have an exact weight but it passes the flick test.

6. did you have any stubborn end caps and if so how did you get them off without damaging the roundness?

Used a long punch working the perimeter, 180 degrees across, move 90 degrees, etc. Some were tighter than others. I was gonna say you could probably get replacements if they got buggered up but....:eek:

One of the other guys recommended reptile sand . . . any thought on that?

Never tried it myself.

One more thing . . . do you think your SACD sounds as good or better than vinyl? I think it was Shack who told me that it he thought it did and I'm thinking of buying and SACD player.

So many variables.... Depends on the TT, player and material of course, but yes, I do. I was going to get back into vinyl this year but decided to improve my system instead. Then, maybe, perhaps, someday…. Carl is the only one that comes to mind that has been around some fine tables and heard my Modwright Sony. Normanality and I have demo'd lots of gear between us and we like the Modwright stuff. Some don't. As you well know, the only way to find out is a demo, preferably in your own environment.

[hearingimpared]

I emailed asking about there top of the line shelving...cost no object.
I will string her along with a few questions...ask how I order...then email the following day stating how I have read countless numbers of bad reviews as of late and the dreaded...THANKS BUT NO THANKS:D


Thanks niner, I think it would have much more impact on her if you dropped my name and this thread in the no thanks email.

[Polk65]

I'll raise one lump of coal.

[hearingimpared]

I'll raise one lump of coal.

LOL!

[hearingimpared]

I’d like to reiterate that I am sorry that you are having the problems. I am on record here saying VTI has a good product, and I still stand by that based on my experience. Shelves fit nice, no glaring OMG how could you display that in your living room comments. Our living room floor is level, and all the feet on the rack touched the floor before anything was placed on it. My opinion is she would have been better off sending you a new rack than dealing with all this bad press.

Thanks for all the info Rich. Nice picture too. I appreciate your view on the rack. I agree the it is a nice rack and with the shot or sand placed inside the posts and rails it will be a fine performer.

My warning to people is that if you are going to buy this product, be aware, if there is a problem, that you may not get the type of after sales customer service you would expect from the manufacturer.

[halo]

I've heard that, when using sand, you can get mold as a side effect. Sand traps the moisture I think :confused: If it were me I'd use shot. My $.02

[shawn474]

While I wholeheartedly agree that VTI's customer service sucks from your experience and that they have treated you horroribly and that they should take care of you; shouldn't the real beef be with the e-bay seller that sold you the unit? A lot of times these people are in no way associated with the company that they sell and only motive is to make money.

That being said, I have e-mailed Mrs. Fang on your behalf and am anxiously awaiting her response..........I even ended with a Happy Holidays for the guilt factor!

Hope this works out in the ned for you and you get an acceptable solution. Even if it was a 2.00 item, it is the principle of the matter I know.

[hearingimpared]

While I wholeheartedly agree that VTI's customer service sucks from your experience and that they have treated you horroribly and that they should take care of you; shouldn't the real beef be with the e-bay seller that sold you the unit? A lot of times these people are in no way associated with the company that they sell and only motive is to make money.

That being said, I have e-mailed Mrs. Fang on your behalf and am anxiously awaiting her response..........I even ended with a Happy Holidays for the guilt factor!

Hope this works out in the ned for you and you get an acceptable solution. Even if it was a 2.00 item, it is the principle of the matter I know.


Thanks for you support Shawn. In my first conversation with the manufacturer's customer service I was told that they wouldn't help and that I should call the distributor. Now this "e-bay seller" was a guy whom I recommended to a lot of people including people on this site because he gave me such a good price on the product. Don't you think that when I emailed him twice describing my dilema and requesting his help that the creep should have instead of ignoring me, atleast replied to my request and either told me he can help or sorry I can't do anything??

No he has done nothing at all. But what you said above is true only to a certain extent. On the assembly instructions there is a phone number for customer service stating that if you need more info on the product to call. The thing is every audio product I've ever had where I either had a problem with it or needed more information on they were only too happy to help in any way, shape, or form they could.

This being a manufacturing defect, I would think the manufacturer would be the "horses mouth" here.

This whole business is just my bad luck and a language barrier along with a company owner who just plainly thinks I am trying to get over on her.

[hearingimpared]

I've heard that, when using sand, you can get mold as a side effect. Sand traps the moisture I think :confused: If it were me I'd use shot. My $.02

Thanks for the tid bit of info.

[shawn474]

Understood.......now I see why you have been butting heads with the manufacturer too. I had a similar situation with teak patio furniture and the drilled holes didn't line up. Called and they sent an immediate replacement overnight no charge. That's customer service.

Not to mention that the ebay seller is a schmuck as well that I hope nobody buys from again.

Needless to say, I hope Mrs. Fang and this seller look deep into their soul this holiday season and realize how poorly their treatment of you affects not only their businesses, but you personally. The amount of time, effort and money (no matter how much) is wasted completely. Again, I am soory that you have to go through this.

Happy Holidays to everyone on this forum, their families and everyone else.

[hearingimpared]

Needless to say, I hope Mrs. Fang and this seller look deep into their soul this holiday season and realize how poorly their treatment of you affects not only their businesses, but you personally. Happy Holidays to everyone on this forum, their families and everyone else.

They have no souls my friend! They think I am the culprit here not them. How dare I call them and complain about something they so generously allowed me to spend my money on!

Merry Christamas and Happy Holidays to you and yours.

Joe

[hearingimpared]

Here is a link to the ebay seller Joe. This is his online store.

http://www.newquestsound.com/ProductDetails.aspx?productID=14

New Quest Inc.

P.O. Box 131
Temple City, CA 91780
USA

Tel: (626)262-3607
Fax:(626)574-7919
Email to: sales@newquestsound.com
or JSPHT8338@aol.com

His first name is Jason.

Billy how did you track this information down. I can't seem to verify that it is Jason Pang and don't want to start bombarding this company's email if it is not the original seller.

Thanks,
Joe

[Libertyc]

Joe,

Click on link and follow link "ebay auctions" ant the very bottom of the page.

It's Jason Pang for sure.

http://www.newquestsound.com/ProductDetails.aspx?productID=14

[hearingimpared]

Joe,

Click on link and follow link "ebay auctions" ant the very bottom of the page.

It's Jason Pang for sure.

http://www.newquestsound.com/ProductDetails.aspx?productID=14
Billy you are correct it is him. What is with these people that after you purchase something from them and then ask for some help they just ignore you??? I don't get it. I even told this guy way back that I was recommending him to others. You would think on just that alone he would want to follow up on an email asking for help. This is very very peculiar . . . man I'm starting to get a complex here.

Thanks God that this wasn't a $1000 dollar rack!!!

Well on the other hand if it were I would have definetely I would hope received much better customer service than I did.

I had a big problem yesterday with an order from a company that I purchased my son's stainless steel loft bed. I had told the shipper that I would be able to receive delivery yesterday at the new home between 10:00 AM and 5:00 PM. Around 3:30 I received a call from the seller telling me that the shipper tried to make delivery, "per my consent" Wednesday and that now I was going to have pay $108 more dollars for them to reship it. I called the shipping company and after about 45 minutes of talking and checking they realized their mistake and are resending the item free of charge. These were Americans I was dealing with who were willing let me tell them my side of the story first without accusing me of trying to get over on them. Happy ending to that one. . . well it will be a happy ending this coming Wednesday when I actually have the loft bed/desk combo.

Anyhow I took some pictures of the rack's defects today and am going to post them. The pictures of the dial caliper readings didn't come out to well so I'm going to take pictures tomorrow during the day while the sun is out and see if the pictures come out any better.

Thanks for your help Billy.

Joe

[reeltrouble1]

Joe,

I hope you are getting somewhere and really do want it to turn out all right, despite some of our members vouchers and well wishes for VTI they are dust for me after this. Do they care, hell no, but hey, MIT just got done trying to screw me over and would have if not for a solid internet dealer. So making a solid product has nothing to do with Customer Service as there are many customers screw, fortunately there are many companies to buy from, so eff em.

I imagine VTI also uses very cheap toilet paper in the company bathroom causing their staff excessive hermoroidal tissue problems.

RT1

[hearingimpared]

Joe,

I hope you are getting somewhere and really do want it to turn out all right, despite some of our members vouchers and well wishes for VTI they are dust for me after this. Do they care, hell no, but hey, MIT just got done trying to screw me over and would have if not for a solid internet dealer. So making a solid product has nothing to do with Customer Service as there are many customers screw, fortunately there are many companies to buy from, so eff em.

I imagine VTI also uses very cheap toilet paper in the company bathroom causing their staff excessive hermoroidal tissue problems.

RT1

Yea I know the kind . . . fingers always go through it!!! LOL You probably always see VTI employees coming out of the restroom nibbling on their finger nails then spitting.:eek:

Wow RT, MIT tried to screw you!!!. . . that is a little scary to me. I'm glad things worked out.

BTW I can't blame the guys who purchased VTI racks and like the product and saying so. I wouldn't expect anyone to just join a wave and deny a good product in their eyes. If you noticed even though they lauded the rack they still expressed regret that what is happening is happening. Ya gotta love the members on this forum. . . lest I forget the owners.

I'm trying to get these pictures I took uploaded to my PC so I can post them. The pictures I took of the defects came out but the pictures I took showing the differences in welded rail heights are not so clear. They will be the real show stoppers. I just hope that the VTI people will look at the damned pictures when I email them and see that this is a legit claim.

[hearingimpared]

These are all pictures of the 9" rack where all the problems are.

Pictures 1 & 2 are of the center post; note that not only does it not seat properly in the cup, it is almost a 1/2" above it thus not making any contact at all.

Picture 3 is the left rear post. . . can't get it to line up and seat properly

Picture 4 & 5 left front post that won't line up or seat properly.

Pictures 6, 7, & 8 show how the shelf resting on the 9" rack appears to be warp but in reality doesn't rest properly on the rails because the rail is .35" below the cap where the center measurement is .19"

Pictures 9 & 10 are the caliper measurements of the 9" rack's left post rail and then the center posts left rail. The one pic is very dark, I couldn't get it to come out any lighter with the light I had at the time. I'll try to get a better one when I get some time.

The last picture is of the rack as a whole.

I've tried Linda Fangs remedy of tapping the posts with a rubber mallet. When I get one leg in line the others go out of line, in some cases severly. I'm going to have to place shims under the shelf to support it.

I don't think Ms Fan is reading my email, if she is she is not replying so I don't know what more to do now that I have some pictures.

[reeltrouble1]

Holy Crap, what a pile of junk this rack is, it might make a boat anchor but not much else.

RT1

[PolkThug]

Is there a way to manhandle it? Forcibly bend it into shape?

[ninerbj]

manhandle it and try to bend it back in shape? Why should he have to?

[PhantomOG]

These were Americans I was dealing with who were willing let me tell them my side of the story first without accusing me of trying to get over on them.

I don't know the whole story so this might not be relevant, but please be careful of who you label as "American" based on last names and accents. I only presume you didn't research anyone's citizenship, and apologize if you actually did.

[ninerbj]

Dear B. Johnson,

When you happen to have dishonest and unreasonable customer, there is really nothing you can do to satisfy them. We are glad and lucky that this is the "one and only kind".

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

[PhantomOG]

It's truly amazing that they have no problem whatsoever bad-mouthing a past customer to complete strangers. This really must be a small-time operation headed no where.

[shawn474]

I don't know if it is really relevant here, but it may make you feel better to file a claim with the better business bureau. If VTI is even under their jurisdiction, I know that will give some sort of relief knowing that the company itself may suffer a little from her poor customer service.

[PolkThug]

manhandle it and try to bend it back in shape? Why should he have to?

Because that would fix the problem somewhat.

[PolkThug]

Dear B. Johnson,
When you happen to have dishonest and unreasonable customer, there is really nothing you can do to satisfy them. We are glad and lucky that this is the "one and only kind".
Thank you!
Regards,
Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

What a 6!7(# !!

hearingimpared is about as honest as they come.

[MSALLA]

Dear B. Johnson,

When you happen to have dishonest and unreasonable customer, there is really nothing you can do to satisfy them. We are glad and lucky that this is the "one and only kind".

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

I wonder if anyone that runs club polk would mind if we (as in the whole club) contacted Ms. Fang and let her know she just insulted EVERY member of a nation wide audio club that could be potential customers. She could have stood by the product she sold and received thousands of dollars worth of free advertizing to a focused audio group instead of becoming known as a bad company to deal with. As a group we could really make her loose some sleep.

[fireshoes]

I sent an email this afternoon and already received a reply. There was no name calling in the reply I got at least. They continued to say it was concealed damage, which it sure doesn't look like to me. I found it humorous that someone else's email (shawn's) to them was also attached in my reply. Perhaps they are going to use the canned replies now. I sent back a rebuttal of their position just now.

[wodom1]

I wrote an email and sent a link to this thread. Here's their response:

Dear Josh,

Thank you very much for you sending us your concern and the link.

I do not want to make any explaination about this but just want to tell you that this is the one and only dishonest and unreasonable guy we have ever met since we started almost 10 years ago. We stand hehind our product and provide good customer service to reasonable customers.

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

[F1nut]

Keep driving those nails into your coffin, Linda Fang. Hilarious stuff!

[hearingimpared]

I'm sending Linda an email with pictures as well as a peace offering. I'll even apologize to her for the bad feelings and retract my allegations of poor customer service if she agrees to let me send the faulty rack back and replace it.

I am curious to see if she will ignore this email also or actually try to help me as she says she will in emails replies to others.

By the way guys bending the rack won't help. The rail's weldings distances from the bottom of the end caps are to far off. What I need to do is place a couple of shims under the shelf to keep it from wobbling. I can also place my Timbre DAC which is very heavy on that side to make sure the shelf makes contact with the rails.

ONCE AGAIN I WANT TO THANK EACH OF YOU FOR TRYING TO HELP ME OUT WITH THIS CONUNDRUM OF A SITUTION.

Thanks for all you support. This move from Philly to Newark is talking some years off my life. OKAY OKAY I'll stop bitching!:D

Thanks guys/gals:) .

[PolkWannabie]

Just keep in mind that especially in situations like this ... No good deed goes unpunished ...

[hearingimpared]

Just keep in mind that especially in situations like this ... No good deed goes unpunished ...


My deed, of not remembering the exact date of purchase, is being punished by really poor customer service and accusations of dishonesty & unreasonableness!!!

[PolkWannabie]

I was thinking about the good deed ( apologies and such ) that you are ABOUT TO DO ...

[hearingimpared]

I was thinking about the good deed ( apologies and such ) that you are ABOUT TO DO ...

I know you were Pal . . . I was just giving Linda a low blow!!! LOL just kidding!

[halo]

Ms. Fang never replied to the email I sent to her. Looks like she's sending out the same thing to everyone. What a bozo. Good luck Joe! (sincerely :))

[hearingimpared]

This is the email I sent to VTIsales@att.net . . . I also attached all the pics that I posted here except for the darkend caliper picture. . . I was afraid to send that because they already think I am dishonest and I didn't want the poor picture quality to be interpreted in the wrong way.

The subject line reads: "Can we try this again please."

"Dear Linda,

A few friends of mine have shown me email sent to them from your company about the issue I have with the defective product I purchased. You have told them and I quote, "If it is our fault, we will take care of it with no question asked. If it is not our fault, do you still expect it be taken care without condition? "

Can we try this again please? I am not trying to steal anything from you or your company or get anything from you for free. I am in the process of moving from one state Philadelpha, Pa to Newark, Delaware since the beginning of October. My stress level thoughout this entire intrastate move has been very high.

I have inspected the rack more closely. The shelves are not warped, you were right in your assumption. However the 9" rack is not welded properly. When you set any of the shelves on that rack they appear as if they are warped. The reason for this is that the rails that are welded to the posts are varying spaces from the bottom of the end cap.

When facing the 9" rack, the rail that is connected to the middle post and the left post is welded at two different heights from the bottom of the end caps. The right side of the rail welded to the middle post is .19" from the bottom of the end cap. That same rail welded to the left post is .35". I've made caliper measurements on all the posts and welded rails on the entire 9" rack and the differences in measurement in some cases is dramatic.

If I send it back and you examine it you will find that to be the problem. I have attached some pictures of the rack. You will see that three of the five post's spikes do not fit in the rack below it. The center post's spike not only doesn't line up but it is also almost 1/2" short. You will also notice the pictures of shelf as it rests on the rack. . . because the left post rail is welded so low, it appears as if the shelf is warp. Of course it is not warped it is not making contact with the rail or the post properly.

I know things have gotten pretty ugly with us and for that I apologize. I've been very stressed out with this intrastate home move.

I have saved the original packing of the rack in hopes that you will allow me to send the 9" rack back so that you can examine it.

Is it okay for me to send the rack back for your people to inspect and to send me a new 9" rack.
--
Sincerely,
Joseph Armideo"

[hearingimpared]

Ms. Fang never replied to the email I sent to her. Looks like she's sending out the same thing to everyone. What a bozo. Good luck Joe! (sincerely :))

Thanks Bro. . . I really hope this comes to a decent conclusion. I really dislike being the purveyor of this type of animosity.

[hearingimpared]

I’d like to reiterate that I am sorry that you are having the problems. I am on record here saying VTI has a good product, and I still stand by that based on my experience. Shelves fit nice, no glaring OMG how could you display that in your living room comments. Our living room floor is level, and all the feet on the rack touched the floor before anything was placed on it. My opinion is she would have been better off sending you a new rack than dealing with all this bad press.





Used epoxy. The slots in mine were only like ¼” long.



Just the ones that allowed me to get into the cross bars. I did not knock all the caps out.



I used #4 cause I had bags of it laying around from previous hobby days. I only shoot one thing around here anymore.



I used to be a FFL Dealer with a Class III License. Got the shot years ago, can’t remember where. I do know I paid less than what it sells for now.



Don’t have an exact weight but it passes the flick test.



Used a long punch working the perimeter, 180 degrees across, move 90 degrees, etc. Some were tighter than others. I was gonna say you could probably get replacements if they got buggered up but....:eek:



Never tried it myself.



So many variables.... Depends on the TT, player and material of course, but yes, I do. I was going to get back into vinyl this year but decided to improve my system instead. Then, maybe, perhaps, someday…. Carl is the only one that comes to mind that has been around some fine tables and heard my Modwright Sony. Normanality and I have demo'd lots of gear between us and we like the Modwright stuff. Some don't. As you well know, the only way to find out is a demo, preferably in your own environment.

Wow Rich my rack doesn't look as crisp and perfect as yours does. The only lead shot that I was able to aquire is #9 shot. I checked every website and store in this tri-state area. . .I found one about 15 minutes from my new home. I purchased 3-25lb bags. Boy are those little bags deceiving I almost got a hernia trying to pick all three up in hand. I'm going to wait to see if VTI replies to my latest request. If they don't, I'm going to try your procedure. If they do, I'm still going to try your procedure except with the new 9" rack.

Thanks, Joe

[hearingimpared]

I don't know the whole story so this might not be relevant, but please be careful of who you label as "American" based on last names and accents. I only presume you didn't research anyone's citizenship, and apologize if you actually did.

You have a point there Brother. . . :o

[PolkThug]

Ms. Fang should be careful calling somebody "dishonest" in writing, that could damage somebody's reputation. Libel can be costly.

[MSALLA]

I wrote an email and sent a link to this thread. Here's their response:

Dear Josh,

Thank you very much for you sending us your concern and the link.

I do not want to make any explaination about this but just want to tell you that this is the one and only dishonest and unreasonable guy we have ever met since we started almost 10 years ago. We stand hehind our product and provide good customer service to reasonable customers.

Thank you!

Regards,

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
So El Monte, CA 91733

She just saw a link to a thread on this fourm (over 41,000 people strong by the way) slaming the reputation of her company and she dosen't want to give an explaination!
If she dose not make right on this we should call for a Club Polk boycott of Ms. Fangs company.

[PolkThug]

Their web site says they have "EXCELLENT SERVICE!"

http://www.vtimanufacturing.com/

[reeltrouble1]

Well I have not heard back from her, but the toilet paper thing may have something to with that.

We should not involve Polk Audio, share info yes, absolutely.

RT1

[hearingimpared]

Well I have not heard back from her, but the toilet paper thing may have something to with that.

We should not involve Polk Audio, share info yes, absolutely.

RT1

I agree this has nothing to do with Polk Audio or the Forum members as a whole. However I thank you for your zeal with this issue.

Joe

[MSALLA]

I would never want to get Polk Audio, Inc. involved in anything. But, as a club, we could get some attention.On one of the ATV fourms I belonged to we had discounts for members with parts suppliers and would back each other up when one of us had problems with new products. The vendors were happy to give members a discount because of the amount of business they were getting from members. We also did group purchases to save even more money.

[hearingimpared]

I would never want to get Polk Audio, Inc. involved in anything. But, as a club, we could get some attention.On one of the ATV fourms I belonged to we had discounts for members with parts suppliers and would back each other up when one of us had problems with new products. The vendors were happy to give members a discount because of the amount of business they were getting from members. We also did group purchases to save even more money.


Thanks Mike this sounds like a good idea.

[hearingimpared]

I received this letter from Linda Fang, VTI. Please see the new thread I started as an end to the hostilities here. I regret this whole affair. Click here (http://www.polkaudio.com/forums/showthread.php?t=47252) for the new thread.


Dear Joe,

Thank you for taking the time examing the frame and taking the pictures. From our past experiences, there was definitly a drop in this package causing the mis-alignment. The corner block may give a good evidence (at the side having the bent leg, the corner block probably split or broke). We say that because we know the construction of this rack. If you look closer, it is welded just on the top with the crossbar. The majority of the frame is hanging loose (no support). Any drop or hit at the end portion will cause the leg to bend. We specify shipping flat but we could not control what the shipping company does. Besides dropping, if they ship it upright and put heavy item on top, it will also do the damage. As we have no control, the only thing we ask our customer to do is to report within the specific time frame so that we can at least get reimbursed for the material and some shipping cost. You know, shipping this fram e alone to PA will cause $35.00 dollars alone, not mentioning packaging material, time spent and the frame itself.

Well, long story short, I understand your situation and frustration. You do not want to pay for a product you cannot use. However, you chose a different route. You had been spreading words around. Although as I told you, you are the one and only having this problem, it does not give us a good image.

To calm things down, I am willing to have a replacement frame sent to you (no need to send back the bad one to waste money). However, how are you going to fix the words you spread on the internet about us? I would like to see that fixed before sending you the replacement frame.

Thank you!

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
South El Monte, CA 91733
626-585-1860

[hearingimpared]

I received this letter from Linda Fang, VTI. Please see the new thread I started as an end to the hostilities here. I regret this whole affair. Click here (http://www.polkaudio.com/forums/showthread.php?t=47252) for the new thread.


Dear Joe,

Thank you for taking the time examing the frame and taking the pictures. From our past experiences, there was definitly a drop in this package causing the mis-alignment. The corner block may give a good evidence (at the side having the bent leg, the corner block probably split or broke). We say that because we know the construction of this rack. If you look closer, it is welded just on the top with the crossbar. The majority of the frame is hanging loose (no support). Any drop or hit at the end portion will cause the leg to bend. We specify shipping flat but we could not control what the shipping company does. Besides dropping, if they ship it upright and put heavy item on top, it will also do the damage. As we have no control, the only thing we ask our customer to do is to report within the specific time frame so that we can at least get reimbursed for the material and some shipping cost. You know, shipping this fram e alone to PA will cause $35.00 dollars alone, not mentioning packaging material, time spent and the frame itself.

Well, long story short, I understand your situation and frustration. You do not want to pay for a product you cannot use. However, you chose a different route. You had been spreading words around. Although as I told you, you are the one and only having this problem, it does not give us a good image.

To calm things down, I am willing to have a replacement frame sent to you (no need to send back the bad one to waste money). However, how are you going to fix the words you spread on the internet about us? I would like to see that fixed before sending you the replacement frame.

Thank you!

Linda Fang
VTI Manufacturing, Inc.
11015 Rush Street #4
South El Monte, CA 91733
626-585-1860

True to her extortion words above, she sent me part of a replacement rack. . . VTI CUSTOMER SERVICE SUCKS!!!

[halo]

True to her extortion words above, she sent me part of a replacement rack. . . VTI CUSTOMER SERVICE SUCKS!!!Not really broham. What she said wasTo calm things down, I am willing to have a replacement frame sent to youSo, she did do what she said she was going to do - she sent you a replacemnet frame, no? Remember - I'm on your side here :)

[hearingimpared]

Not really broham. What she said wasSo, she did do what she said she was going to do - she sent you a replacemnet frame, no? Remember - I'm on your side here :)

In that one email she used "replacement frame" in others she used rack. I guess if she just kept consistent with "frame" I would have to think she is still wrong. The "frame, rack, posts with rails," etc are useless without the screw in feet. Without the feet there is atleast a 3/8"diameter hole in the bottom of the five posts which are not able to be coupled to the bottom rack, frame, post, caps.

Do ya see the different adjectives here. I was under the impression and boy was I wrong that she was allowing me to keep the defective rack as a sign of good faith or amends and give me a new replacement rack.

Either way Bro, lesson learned, Linda forgiven, I'm done with VTI and as I wrote in the other thread I have taken a so so rack and turned it into a really dead, dampened highend support for my gear.

If the rack wasn't defective I may not have been as ballsy with modifying it the way I did . . . so there is a happy ending after all. I just need to get five threaded spikes made at a machine shop. I have a buddy of mine making a really nice shelf to fit the defective rack.

All's well that ends well.

[halo]

All's well that ends well.:cool: