Who's the dealer?
Rather than attempt a DIY repair, I'd suggest you send it to an expert for evaluation. You can't do better than Steve Leung.
A Story about a Defective Signature Platinum
Last week I was listening to music at a healthy volume while sitting at my computer. I have an auto lifter (Little Fwend) and after the arm lifted I noticed a static noise with occasional popping coming out of the left channel about 40 dB down. At first I thought it was a bad tube but it disappeared when I turned the volume down. It is in front of the Preamp. None of the other sources had the noise. Swapping tonearm cables did not seem to change the sound but then I noticed that the sound was also in the right channel just farther down. Disconnecting the tonearm stopped the noise. I change over to an MC Diamond, no noise. Same with the Atlas, no noise. Swapped back to the MSL, noise is back.
The cartridge is exactly one year old but it rotates with two other cartridges and might have 75 hours on it. I called the dealer who told me to contact MoFi distribution, the US agent for MSL. Turns out the cartridge only has a 90 day warranty and I was told I would have to send it in for a rebuild for $6000! Can't they just fix the problem for maybe $500, No. Can't I just send it in for evaluation? The stylus and cantilever are brand new. No, a rebuild is the only option and you have to do that through the dealer, click! Most very expensive cartridges have a 2 year warranty on them not to mention that most companies would cover such a defect even off warranty as in the absence of physical damage it is obviously a manufacturing defect, a bad solder joint or maybe just two wires rubbing together. This is very disappointing and as far as customer service goes Home Depot is better than MoFi, Sears is better than MoFi! MoFI is right up there with Anthem Blue Cross! The service rep could have offered to look into it. Maybe communicate with MSL and get their opinion. I am sure if MSL knew about it they would gladly fix it and actually be embarrassed. The Japanese are like that. There is no way I can find to get directly in touch with MSL.
$6000 is not an option. I am not going to throw good money after bad. I am also not going to off a defective cartridge on someone else. I am going to take the cartridge apart and reflow the solder joints and make sure the wires are separated. If that doesn't fix it, it goes in the trash.
Mistakes and defects happen, it is what you do about them that counts. MoFi failed dismally in this regard. MSL makes a fine cartridge but I would only get another one if they changed agents and increased their warranty. Obviously, I will avoid buying any other MoFi products myself and warn others about their customer service. I have no further use for the dealer who did nothing to help. I have had superb service from Musical Surroundings, Soundsmith, B+H Photo and the Cable Company. All handled issues with ease. Has anyone else had trouble with MoFi? What companies have provided you with excellent service when the sh-t hit the fan?
Showing 11 responses by cleeds
The person who let you down here is your dealer, but you feel warm and fuzzy about him so you’ve let him off the hook. I wouldn’t. You’re his customer, and he should be your advocate with his supplier. Unlike you, the dealer has some clout with the supplier, because he’s the customer. Together, you two could likely navigate this towards a resolution of some sort, even if in the end your dealer could only offer you a generous accommodation on another cartridge at a special price. It's really odd that your dealer is doing nothing for you with this.
He’s the best. I think you’ll be thrilled with the result.
I sent a Grado RS-1 headphone in for service once with a dead channel. They had one lady who said she did all of the headphone repairs and she was one nasty b*tch. Really, unbelievably rude. I’d never buy another Grado product. |
Exactly. There's no way to know what's going on here without an inspection and the distributor/importer and manufacturer are the best qualified to do that.
Yes, of course. But @mijostyn recently acknowledged this:
That may explain the treatment he received, at least in part. There's little value in offering a customer accommodation if he won't be pleased with the result. |
The issue for me is not the ridiculously short warranty. It's being told MoFi can't be bothered to inspect and evaluate the cartridge and the only resolution is a $6K rebuild. That's beyond absurd. And the only reason MoFi is showing any interest in in this matter at all is because the OP subjected it to the court of public opinion. The company is so tone-deaf that @jonderda wants to works towards some kind of "resolution" when the cartridge has already been repaired. Forewarned is forearmed. Here is a link to the products the company distributes. If you purchase any of them, you are accepting the risk of similar treatment from MoFi. |
I think that’s smart. If it were me, I wouldn’t even accept a refund from MoFi. It truly is case closed, and it reflects very poorly on Mofi.
Something productive may come from it for MoFi, but the matter is closed for @mijostyn. He has a life. He has his cartridge repaired. He has stated his case in public and he has moved on. MoFi told him to taken effin’ hike, so he did.
If I were @mijostyn, I’d have exactly zero interest in helping MoFi at this stage.
Same here. Steve Leung is one of the good guys in our little industry. There are actually many good people in this biz. And now, we know for sure, that MoFi isn’t in that league. Not. Even. Close. Hey Mike, did MoFo even bother apologizing to you? I’m just curious. |
Yes, time will tell. I’m happy to extend the "benefit of doubt" to Derda and MoFi, but where the facts are plain and there is no doubt, they enjoy no such benefit.
MoFi is hardly an "innocent party," based on the information here. |
You are welcome, @mijostyn! Steve and Ray at VAS are a real asset to the high-end community. He has worked on a number if items for me and always does a terrific job. Truly first class service. MoFi, take note. |
I don't know of any lawyer qualified to repair a phono cartridge and even if you could find one, it's unlikely he'd equal the skill of Steve Leung at VAS. Steve's fee of $330 for the repair is probably lower than the consultation fee charged by many attorneys. |