A sad day for V1?

[Phillip559]

I called v1 today for some information. Actually, i was trying to figure out via serial number if a certain RD on Ebay was actually a 3.813. and if the seller was really telling the truth.

Anyway, i found out i was supposedly speaking to Mike Valentine's wife after a short time.

No offense to V1 as I am completely infatuated, but i was treated in a horrible way. I am not exagerating this story either. I was constantly "corrected" and when i made attempts to state a fact or opinion I was accused of interrupting. Let me assure you, this was outright rude and offensive. I've dealt with Mike (techy) and others before and was treated with the utmost dignity.

I am still a loyal V1 fan but this kind of treatment could have even turned a loyal fan away.

I was criticized for the whole "certain versions" are more popular notion. This person tried to assure me all V1's are the same. I assured her i am quite familiar with the product and that not all of them are (obviously, a clear example is the lack of pop, factory test, lack of the junk feature, lack of the E, etc which varies by version). They also tried to say there was never an E issue or J issue and that it was only hyped so people could get free upgrades.

Amazingly enough though, they actually admitted to the 3.861 x band ghosting issue.

This was the first time i heard of V1 actually acknowledging a problem existed since many people supposedly claim they will never do so.

Overall though, this person was clearly out of line. I still can't believe the way I was treated. However, as a reasonable person I will not let this spoil my V1 experience. Even if the whole company was full of assholes (which its not) I would still love my V1.

[Eleggua]

You should not have had to put up with that sort of nonsense. I'm glad you posted this.

And now that you posted yours...

I bought my first V1 a few weeks back. Great experience, very helpful. I had it shipped overnight and all came as it was supposed to.

Then, I decided to buy two concealed displays, one to be sent to me, and the other to a person who was going to modify it for me. Unfortunately, I had his address, but not his phone. I wanted the one going to him sent via 2 day.

The woman who took the order told me it COULD NOT be shipped without a phone number. I told her to just use mine. She said that the label would not print without a number that originates with an area code from that area.

Now this just *issed me off as it was a down right lie. I told them this was untrue as we ship thousands of dollars of materials monthly via the same carrier and use the same shipping system and it will print without a phone number. Upon hearing that, she backed off but continued making other excuses. She literally demanded a local number.

Their big concern was "what if it doesn't get delivered". I told them it didn't matter as it was only a $60 (or whatever it is) part and if it got lost, it was ok.

Then they were concerned this was a fraudulent order. I had them look up my last order and see that I am real and signed for it and that half of this order is going to the same address they shipped to the first time.

They were condescending throughout this ordeal telling me I didn't understand shipping blah blah blah.

I told them I loved the V1 but this type of customer service was simply deplorable and that if they wanted to cater to those that are going to flip out over a $60 part then perhaps I've given them to much credibility as servicing the high end detector market.

No matter what I said, no matter the solution I tried to give them, the first woman remained adamantly stubborn and disrespectful.

Finally, I demanded to speak to a supervisor and an older woman got on the phone. She too tried to tell me the same nonsense until she realized that I really did understand the shipping issues and would hold them harmless if the shipment was lost or didn't arrive. She suggested I write them an email saying that. I did and the problem was solved.

From the minute this call ended, I made up my mind to over look this idiotic exchange and move on as I really love the V1. However, had this been my first contact with them, I'd have probably hung up without purchasing and been forever soured on VR.

A week later, I ordered a V1 for my wife and the order experience was again just like the first - no problems.

I also called to discuss wiring options with one of their techs and he was extremely helpful and courteous.

One bad apple CAN spoil the whole bunch. And I hope VR reads this and works to improve so as to avoid unfortunate experiences like these in the future.

In comparison, the company that bought Roy's business (and in particular, Jessica) has provided me such incredible service that I'm still stunned. I bought (doing so pretty much one at a time, placing a number of orders) 4 Blinders, an 8500 x50, plate covers and additional accessories. She gave me her direct line, called me when a mistake was made (only 1 out of all the orders). And when a delivery was important to me, called to find me a product in my area to go get, and when that didn't work, overnighted another product (Blinder M45) without charging me or securing it with my credit card - at their expense, and issued a recall on the extra one I ended up with. Truly the customer service at VR could benefit from implementing this level of service. It would set them apart even further.

I have moved on, absolutely love my V1's and so does my wife.

Up till I had this experience, all I had heard was raving compliments about VR's customer service. So this came as quite a surprise. But oh well. Anyone can have a bad day. :-)

[midd]

I can see from their standpoint a bit. There are many times when people get overzealous about the whole upgrade and tuneup issues. One person starts a thread about how great the service was. Next thing you know 50+ people are on the phone with VR thinking they need the same. It probably gets a little overwhelming there sometimes because of this forum.

Yes Mrs. V doesn't have the best people skills. Thats been proven over and over again.

VR stands by its product no matter what the version is. I think I too would get a little defensive if I worked on improving something again and again only to be told my product was at its best a few years back instead of today.

[Robert46123]

I've never once (in four years of V1 ownership) had to call them. WTH are you guys calling them all the time for? They've got a website that can do just about everything.

[Eleggua]

Well, I have called them 6 times:

1 - Ordered V1
2 - Ordered Concealed display for my car
3 - Ordered V1 for my wife's car
4 - After seeing my concealed display and getting her V1, wife decided she wanted concealed display too, so called and ordered it.
5 - Ordered aux. audio unit for my motorcycle
6 - Called to ask about finding a wiring diagram for wiring my bike.

So out of 6 calls, 5 were orders.

And I've never suggested that the product was better years back. But I know that comment was not aimed at me. :-) On the other hand, knowing there is a rabid crowd of passionate enthusiasts has also got to be fulfilling as well. Especially if they buy like we do. :-)

And in my company, if I have someone that is not well suited for customer service, but I value their contribution nonetheless, I simply keep them off the phone with customers. Any company that can figure out how to make something of this magnitude can also figure this out.

From a marketing standpoint, creating the "herd" is the hardest part to do. They've done that. Keeping them requires keeping the "eye on the ball" of the customer experience including how refunds are handled, how follow on purchases are handled, how theft is handled etc.

Many companies create a superior product only to realize that it isn't enough to have the best product. If you have no customers to buy it due to your own "oversights" you will not be as profitable as you could have been. I know, as I did this earlier in my life.

Two marketing sayings that might be informative:

1. It's not the better built mousetrap that sells the most, it's the better marketed one. (And if you happen to have the best, all the better.)

2. The most desirable thing to have for any business is a starving crowd. (a paraphrase from Dan Kennedy).

My .02 cents.

[TeamQuack]

they have always denied the J issue from what i've heard.

i can tell you its real because i experience it about once a week on my 3.826 on leo's. after a quick reset it did it again once last week and after another reset it stopped.

[diem]

I've been debating on selling my passport x50 and getting a V1 and this makes me a bit uneasy. Bad customer support can really put a bad taste in someones mouth, and that is something I hate dealing with.

[TeamQuack]

I've been debating on selling my passport x50 and getting a V1 and this makes me a bit uneasy. Bad customer support can really put a bad taste in someones mouth, and that is something I hate dealing with.

well my version is older, although i did buy it brand spankin new so it should be flawless. so im sure if you bought one now it would be good to go.

most people that try to get "techy" with people who aren't VR's tech's, as I would assume Mrs. V is just a sales rep., don't get too far. If you want to get techy and talk about versions and bugs etc talk to a VR tech NOT Mrs.V. Like he mentioned he had no problems when speaking to Mike the tech (not mike v.), maybe he was being a hard mouth jerk to the lady and she shot him down. :idea:

[bauzer71487]

You guys really should've gotten this persons ID # or name. . atleast somehow to identify them.

I would've written a letter to Mike V expressing my concerns that the v1 is an excellent company and this person should be packing boxes, not answering the phones. Give them facts, and let them handle it.

Chances are both of you spoke with the same person . . you really could've avoided it by just giving her your cell phone #, or just ordering it online

You were right that the area code doesn't matter when it comes to a package being delivered.

Sad day, but lets hope it doesn't happen again.

[Rottman]

Seems to me about a year ago us old timers had a thread about a certain female V1 employee who was very rude......I think her name was Cindy.... :?