Many times people take time to give feedback when things go wrong, but rarely find the time to express appreciation when receiving great service.
I am writing about experiences I had with Jason Cropper in Sales and Dave in tech support last night. Let me give you a bit of background first.
I was working with another reseller and had just purchased two systems recommended by them that ended up not working in my setup. After many hours on support call, and even remote access to my system they could not get things working. It was clear they were not properly trained and did not know the gear. The frustration for me was that the vendor helped design my system and couldn't even get components to properly integrate.
The challenge here is I am right in the middle of final mixing of my album and have now been down for weeks due to this problem. I won't name the reseller, but they are a large organization that brags they are the only one with complimentary 2 years of tech support. I have worked with at least 4-5 of their support people, and although they are nice, they are very inexperienced.
Now to my experience with Vintage King.
During my call with sales rep - Jason, things were a bit bumpy at the beginning (not his fault) and I think I still had so much frustration built-up from my last experience. Jason was calm, and said let's just start over and work together to get what you need. He discussed different options, and even recommended a less expensive option that will do everything I needed. (Never had a music store sale rep do that - Good job being long-term minded). He picked the perfect product, and I received it in two days - Nice work Vintage King.
I needed some help getting the logical routing setup and Jason referred me to Dave in support. Dave called me back within the hour (amazing), and let me describe the problem. He was incredibly patient, professional and got things set up in a relatively short time. He even explained what he was doing and gave me a visual way to remember the routing options. I went from being completely in the dark about the routing (manual not so good, and limited online reference as is a new product), and after his explanations I have a much better grasp on things.
Now I can finally get back on track with my project, and the product I received is perfect for my needs, and doesn't break the bank. I have so many other needs for my studio, and I will most certainly bring my business to Vintage King.
Thanks for making sure you have both a strong, professional sales team and tech support rocks!