Buying A VX-351 NOT from Turnkey?

[Jyoti]

On Jan 27th, the Voyager I ordered from Turnkey arrived. Great! But the VX-351 I also ordered arrived:

* with no output adaptor card
* with a Yamaha UK KPA-3 power supply included (hello? PSU for a VX?)
* with another copy of the Voyager manual

So, pretty obviously they'd sold me a demo VX as new. But I held my temper and phoned. It's been a frustrating interval: I've had very poor service, they refused to send me a new, boxed VX and claimed that it was Moog USA's fault. When I asked why Moog USA would ship out Yamaha UK power supplies, they went quiet.

Today I rang again and actually got a helpful bloke who said that my file hadn't been updated: as far as they knew, I had no problems! So much for the other bloke claiming he'd send me out a board straight away. Well, I'd had enough so they're picking it up tomorrow and I'm getting a full refund.

Phew...

So, can anyone tell me the best place a British customer can buy a VX-351? Have any other Brits used European shops with no problems for Moog gear? Or has anyone imported from Moog USA? Will Moog even do it because of all the stupid copyright malarkey?

All this hassle and dyspepsia just because I wanted to buy some Moog gear...

Any help gratefully received!

[Boeing 737-400]

You should be fine with an European dealer mate. Might even work out cheaper. I'm sure the others will be able to recommend a good dealer shortly.

[Jyoti]

Cheers, mate!

I'm itching to get plugging with the VX... want to see how the Voyager plays with my other CV/Gate gear.

[corkyburger]

MESI in Paris is good.

[Lengai]

Ebay?

[punkdisco]

Hi - Sorry to here about your story. I got my Voyager and 351 from Turnkey and yep, there were some issues! However, these were dealt with very satisfactory once I got past the front line 'sales' people.

I decided to ask Moog for their thoughts on my AE's non-illuminating facia and really was not expecting the response I got. They immediately jumped onto Turnkey, kicked a little butt and within hours I had Turnkey's Sales manager calling me apologising and telling me how the situation was going to be resolved. She then called me daily until things were sorted.

Its often useful to remind ourselves who are the interested parties in these situations

- Turnkey front line sales persons. Earning some pocket money and a music shop is better than Tesco [Concern level = zero]
- Turnkey Sales Manager. This is their career [Concern level = high]
- Moog. This is their reputation [Concern level = very high]

..saying this, even my experience with Turnkey's floor manager was surprisingly bad but I guess he also stumbled into the position rather than Tesco..

Because of this I try not to get frustrated when dealing with the guys who are getting paid peanuts. There is a reason why they are paid just over the minimum wage..

btw, the 351 does come with a power supply. I have had two of these (first one was faulty) and both times I got a PSU and another Voyager manual. I understand you are frustrated but I personally would just accept the quickest route and that is to accept the adaptor card from Turnkey.

Let us know when it is all resolved and what you think of the 351. Good luck..

[theglyph]

btw, the 351 does come with a power supply. I have had two of these (first one was faulty) and both times I got a PSU and another Voyager manual.

Are you talking about the multipin adaptor cable? The only cable required for the VX-351 is this adaptor which connects between the 351 and the back of the Voyager.

As for the Voyager manual, this is the manual for the VX-351. It can be found in the last few pages. There is no specific manual for the 351 accept the single page which explains how to install the adaptor card.

Therefore, what turnkey should supply is the mulitpin adaptor cable, the voyager manual, the adaptor card w/ installation instructions and the 351.

Best wishes

[Jyoti]

Hi - Sorry to here about your story. I got my Voyager and 351 from Turnkey and yep, there were some issues! However, these were dealt with very satisfactory once I got past the front line 'sales' people.

They collected my adaptor-less VX today. Let's see how long they take to do the refund. (I recently returned a faulty PolyEvolver and they "forgot" about my £1800 refund on that till I phoned them.)

I really can't be arsed with Turnkey any more. I've spent tens of thousands with them over the years and the service just gets worse and worse. They always were box-shifters but now they've become unusable for me. Music is my job - I don't see why my work should be impaired by Turnkey's appalling service and cavalier attitude.

I emailed Moog USA and asked them if I could buy directly from them, heard nowt back yet but let's see.

btw, the 351 does come with a power supply. I have had two of these (first one was faulty) and both times I got a PSU and another Voyager manual. I understand you are frustrated but I personally would just accept the quickest route and that is to accept the adaptor card from Turnkey.

I find this very puzzling - why does the VX need a power supply? There's not even a psu socket on it. Are Turnkey opening up every VX-351 and slinging in a Yamaha psu + Voayger manual or are Moog shipping them here like that? If so, why?

Let us know when it is all resolved and what you think of the 351. Good luck..

Well, it's gone back. I'll get my refund and then take my custom elsewhere. I partly think Turnkey get away with it because Brits are notorious for accepting bad service - we just don't complain enough. I bet some of the Americans reading this thread are shaking their heads at the crumminess of what we put up with!

I'm off to check Ebay now and MESI, Paris to see what the other options are. Thomann have the VX too, bit pricey but I don't mind paying more if it means never having to use Turnkey again.

[Jyoti]

Are you talking about the multipin adaptor cable? The only cable required for the VX-351 is this adaptor which connects between the 351 and the back of the Voyager.

Nope, the psu I got with my VX-351 was a Yamaha UK KPA-3:

http://www.etcetera.co.uk/products/ADA003.shtml

As for the Voyager manual, this is the manual for the VX-351. It can be found in the last few pages. There is no specific manual for the 351 accept the single page which explains how to install the adaptor card.

Therefore, what turnkey should supply is the mulitpin adaptor cable, the voyager manual, the adaptor card w/ installation instructions and the 351.

Best wishes

Yep, exactly as I thought! The single sheet actually says something like 'look in the Voyager manual for how to use this unit.'

Cany anyone from Moog USA clarify the issue? Why would a VX-351 need to be shipped with a Yamaha psu? Why slip in a whole Voyager manual?

Very puzzling!

[theglyph]

This must boil down to the whole issue with using Dr. Moogs name in the UK.

Since Moog can't place it's name on the Voyager or other products they probably ship them naked to Turnkey. Turnkey then has the responsability to put the proper stickers and name plates on them and then package them in the non-Moog boxes. This would be why Turnkey is the only distribution deal in town.

If people at the plant get lazy they may screw up packaging routines or other assembly issues.

I'm not sure if this is the reason but I do know that the Moog issue in the UK is a bum deal, especially with their popularity in the region.

Best of luck, the 351 is a blast to use with the Voyager!!

[Jyoti]

Since Moog can't place it's name on the Voyager or other products they probably ship them naked to Turnkey. Turnkey then has the responsability to put the proper stickers and name plates on them and then package them in the non-Moog boxes. This would be why Turnkey is the only distribution deal in town.

That's a very good point I hadn't thought of! So, maybe they weren't telling me porkies? Still, it'd be nice if they included the adaptor board.

Best of luck, the 351 is a blast to use with the Voyager!!

Thanks! I'm having so much fun with the Voyager - it's awesome. I know that once I get a VX and get the Voyager talking to my other gear, I'll be able to totally insane with it.

Thanks to everyone who's given me advice on this, it's much appreciated!

[Simon]

Turnkey send out a Yamaha PSU with the CP-251. The packaging for the VX-351 and CP-251 that I got from Turnkey were very similar. Perhaps they got confused and sent out a PSU by mistake, thinking that it was a CP-251. They got mine right though...

Simon

[Jyoti]

Turnkey send out a Yamaha PSU with the CP-251.

Yeah, I sort-of figured that. But it still doesn't explain their bloke saying to me "we get them direct from Moog USA, we don't open up the packages." At least admit that you made the mistake, don't claim that Moog send out KPA-3s!

Ah well, as soon as I get my refund I'll find somewhere else to buy it! If Turnkey don't want me as a customer, that's just fine by me

[punkdisco]

Hi again Jyoti. Just ready your replies. Yeah, I guess after a while you have the right to say 'sod them'.. Even more bad luck about the faulty PEK. What are you going to do about that as I believe Turnkey are the only UK supplier? I have an Evolver and finally got to demo the PEK in Turnkey about a month ago and yep, its a hot little mofo.. Considering getting the small MEK when it comes out as the PEK is a tad too large for my studio. Will see..

btw, (OT) but there is a company bringing out a VST front end editor for the Evolver. They are only in Beta but its getting close. So, we will have Evolver TI's in the near future. I really dont understand why more companies dont do VST editors for synths that can then be used stand alone. A VST editor is infinitely more useful.

[Jyoti]

Hi again Jyoti. Just ready your replies. Yeah, I guess after a while you have the right to say 'sod them'..

Yeah, it's all too easy to get hung-up on bad service - I really haven't got the time. Just move on, I say, I'll buy my gear elsewhere.

Even more bad luck about the faulty PEK. What are you going to do about that as I believe Turnkey are the only UK supplier?

Yeah... it was such a lovely synth, I was a bit hearbroken sending it back. By the way, I emailed Dave Smith about it and he responded within around ten hours personally! He was going to send me another output board but I'd already had it collected by then.

I have an Evolver and finally got to demo the PEK in Turnkey about a month ago and yep, its a hot little mofo.. Considering getting the small MEK when it comes out as the PEK is a tad too large for my studio. Will see..

That Turnkey demo floor is a money pit, innit? I tried out a Nord Lead 3 there just before Crimbo and nearly bought one. That's where I first tried a Voyager.

If I could, I'd import another PEK. I know it can provide a palette of sounds I can't get from any of my other gear. And the lights! Like the mothership out of Close Encounters.

btw, (OT) but there is a company bringing out a VST front end editor for the Evolver. They are only in Beta but its getting close. So, we will have Evolver TI's in the near future. I really dont understand why more companies dont do VST editors for synths that can then be used stand alone. A VST editor is infinitely more useful.

Sounds cool but I've recently got fed-up with computer recording. Well, I should clarify that - I now use an AW2400 for recording which is a computer, but a dedicated one rather than a general purpose jobby running recording software. Couldn't take any more mousing around!

Anyway, I'm drifting rather rapidly off-topic so I better stop! Nice chatting with you.