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?

 

 

128x128mijostyn

@ml8764ag 

Those magnifications are way beyond any lens like that. The other problem is you would never be able to hold the phone steady enough to get a picture or even get a small item in field. 

If you go to my virtual system page pull up the picture of my wall cabinet. To the left is a desk. On it you can see the horizontal microscope and the lighting source in their parked positions.  

As a final note on this thread I am pleased to report that MoFi did reimburse me for repair of the Platinum Signature cartridge in full.

Well, good on MoFi / MusicDirect for following through and doing the right thing! Even though it took a fair threshold of blowback to get their butts moving lol. I remain unimpressed by the "value add" offered by official high-end cartridge importers / distributors, but at least it’s nonzero.

My next (somewhat related) concern is how much longer we can expect service (even if just a 50% trade in allowance) & production from MSL. Do they have a cartridge master heir in place? Koetsu is now down with questionable future (RIP Fumihiko Sugano). I’ve heard some concerning rumblings about Benz / Lukaschek. Shelter seems to be winding way down - I couldn’t even get a 901 Mk 3 when I wanted to order one. A LOT of the old guard cartridge masters are at "that age". I have a friend interested in an MSL Platinum and this is a key concern of his.