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?
There seems to be some misconception about the quality control of a lot of these ’artisan’ sourced cartridges. The assumption being that each one is looked at by the maker and determined to be good. In reality, I suspect this is not the case at all; instead the QC leaves a lot to be desired. In my instance, the Lyra cantilever was installed incorrectly, leading to a return visit to the manufacturer. But we have all heard of QC problems with these expensive cartridges, albeit less so seemingly from the manufacturer’s who are larger ..like Ortofon, AT etc.,
The key here it would seem, is to make sure that your dealer is willing to stand behind you in the event of a failure and/or a manufacturing defect. If that is not to be the case, move on to another dealer who is. Doesn’t excuse MD’s protocol, but perhaps we can all learn a lesson from the OP’s folly.
I’ve had almost 30 MCs over 15 years at this point, and only 1 incident that wasn’t perpetrated by myself. With discipline, common sense, and a little knowledge about how these things work, it’s not really hard to keep from damaging them - unless you have physical issues like shaky hands etc.
That said, I get the abundance of caution, and 11K (or thereabouts) is a lot of chips to place in one basket. What’s really galling here is that damage from user error ALWAYS leaves obvious physical evidence. In this case, it sounds like one of those rare unfortunate scenarios that ties back to a true manufacturing defect. Not necessarily the cartridge maker, but perhaps supplier of the fine wire etc. @mijostyn is an experienced high-end analog aficionado, and I think it's safe to assume this cartridge was in good care by him. And NO ONE in the sales / distribution chain has even stepped up to say "hey, sorry - maybe we should at least take a look into this". AT A MINUMUM. Not a good look for any of the involved parties!
I am sorry for your loss/bad experience. It is the reason that I do not want to buy an expensive high end cartridge (last was a $3000 Benz Ruby 3 I bought new for $1800 or $2000 in 2006). Now I use a Dynavector 20X2 L (had the D2 and XX1 in the 1990s). I tremendously enjoy the sound of my "lesser" cartridge. Most of my friends do not use expensive cartridges. We listen to many types of music on 50s LPs to 80s LPs. Dealers keep telling me that I'm missing the boat and not getting the best sound out of my best LPs. However, the cure for that would be another turntable or arm with one high end cartridge and another for my Dynavector. It is just too easy to mishandle (bend/break) a cantilever.
The Cart' is stated to be exactly one year old, is there a Cart' on offer from any producer that offers a Warranty that extends beyond one year.
I don't quite see how a Customer can be selected for a special treatment, especially when the warranty period is up, the Cart' manufacturer knows that when their Cart' is removed from its packaging, the environment in general where if resides in use, is hostile toward the Cart'. A year can be quite a period for a discovery to be made about the impact of the environment on the fragility of the Cart'. .
The usage hours of the Cart' are seemingly being presented as the case to determine the fault being reported is addressed by the manufacturer as a gift.
As stated previously, It will be of interest to discover the findings of VAS, maybe, just maybe, the damage incurred is a result of the Cart' being put into service in a particular environment and nothing to do with materials or a assembly selected failing.
In the UK the defendant is Innocent and to be proved Guilty.
VAS might just find the Guilty is quite Innocent, in the mean-time it looks like Que Sera Sera.
Bummer, I agree that either MoFi should be lobbying on your behalf for an exchange, a repair, an evaluation- something- or- the dealer should be too. Unless your'e an experienced microscopic cartridge rebuilder and totally confident you can correctly take a part a $6000 cartridge, not break anything, diagnose tiny solder joints, de-solder, clean and resolder I can't imagine why you'd attempt this yourself. One mistake and the manufacturer then says to you "sorry, you damaged this when you took it apart, we're not covering any cost of the repair".
The experience explained does not put me of the idea to receive a Demo’.
I am in no rush to buy into a New LOMC.
I really hope this is a isolated case, and not a fault that will at some stage of early usage occur on the bulk of these models from the production run.
I wonder if the fault does become a common reported defect if it is limited to the Platinum Model onlly.
For myself having the Mutach Hayabusa as an alternative demo' to be sought out, now seemingly makes sense. I have followed the user reports on the Hayabusa for quite some time,and unexplained failures are not to be seen as a issue of Concern.
- that cartridge is crazy expensive.
- given its cost, MoFi’s policy is inexcusable. Maybe we should, as others suggest, start to boycott MusicDirect.
- I also would send it to Steve at VAS. He did a great job on my Koetsu Rosewood Signature: it sounds better than it has in years. He also did my Koetsu Onyx: I have yet to be able to break it in and to listen under ideal conditions as my room is still under construction. I intend to write a short review of his work for me once I am able to get those listening hours in.
MoFi is the distributor, Music Direct is the parent company. Yup, I went as far as I could go. Sorry the warranty is only three months. We would be happy to rebuild it for $6000.
The Cart’ has approx’ 75 Hours usage and has developed a fault.
It does seem to suggest something catastrophic has occurred, a mutual friend once had a faulty Cart’ inspected by a Third Party Technician. The outcome of the inspection was quite unusual in description to many, but to those who inspect and thoroughly clean Carts, not too uncommon a condition was witnessed.
Metal Particle was found as contamination on the Cart’s inners.
In this case the Metal Particle had lodged in the Coil Wire and at some point of it stay, had shorted the coil.
It will be of interest to hear what is the description offered by VAS for this Cart’.
VAS NY Inc, has repaired a few Proteus Models with a lost channel, I aided a Proteus owner in getting their one repaired by VAS, and the Cart’s owner was extremely happy with the end product.
I just re-read your OP. The “dealer” is Music Direct, and the distributor is MoFi. Correct? Those are two big operations in audio world. Did you try taking your problem further up their chains of command? I would guess that one of those two entities set the length of the warranty period, not MSL. You’re right; in Japan you’d have a replacement cartridge , no questions asked. That’s based on an actual experience with Koetsu and on many other interactions over there with the smal companies that make these exotic devices. MD and MoFi are probably bigger than MSL in terms of gross income. Anyway, let us know the outcome.
I really was no paying any attention to the One Step thing as I do not buy them. The Hi Res digital downloads are superior most of the time and MUCH cheaper. Thanx for your support! Funny, I do not think it was the warranty that bothered me most, but the curt manner I was dealt with.
I’ll happily avoid MusicDirect and MoFi for all future purchases, on your behalf. The digital master one-steps debacle didn’t disturb me that much, but this does.
Not warm and fuzzy at all. I do not plan on using him again. Music Direct sets the warranty in this country. They are a large outfit with soldiers who just follow orders. Getting to anyone who might change the game plan is next to impossible. I am quite comfortable taking the hit and letting everyone know. It is nowhere near the worst insult I have ever sustained.
@cleeds+1. I agree that it is odd that mijostyn continues to feel good about his dealer, given what you stated. That dealer would be the last guy I would use again, for exactly the reasons you pointed out.
@mijostyn Jim Davis and Mo Fi/MD have been in hot water recently. Their undisclosed digital step debacle ( with the lauded 'all analog' LP's) landed them there. The ethics displayed with the company and Davis is clearly lacking. They are now in the process of 'settling' a Class Action against them--not a good look IMHO.
Unfortunately, you were a victim of their greed and avarice. I hope the re-build by Steven will be to your liking.
I’ve been to each of the City’s five boroughs and have found nice people in every one. Of course, there are also the nasty New Yawk types, such as I encountered at Grado.
Steve at VAS is very impressive. I had a Kuzma Car50 with a dead right channel that he was able to repair rapidly. This did not involve changing the coils but I'm sure some expert micro soldering was involved. Very happy with VAS.
I believe this policy is being set by Music Direct. My only recourse ... Is to let everyone I can know and avoid Music Direct and any of their subsidiaries like the plague.
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.
I sent the cartridge to Steven and we will see what he can do.
He’s the best. I think you’ll be thrilled with the result.
I never had to test Grado’s support but I have never heard a bad comment.
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.
I agree. 3 months for an $11,000 cartridge is worse than weak and I believe this policy is being set by Music Direct. My only recourse (NH does not have minimum warranty laws.) Is to let everyone I can know and avoid Music Direct and any of their subsidiaries like the plague. Not knowing the Warranty before I purchased the cartridge is on me. Assumptions are the mother of all F-ups.
I sent the cartridge to Steven and we will see what he can do. If he has to rewind the coils he will have to get ahold of the unusually thick wire MSL uses to maintain the low impedance. I'll test it and listen when I get it back. If I do not like it for some reason I'll sell it as a rebuild for a couple of grand. There are two cartridges I have my eye on, The Soundsmith Hyperion and the Grado Epoch. I am very comfortable with Soundsmith's quality and support. I have not had a chance to handle or listen to a recent Grado. My old Statement was fine. I never had to test Grado's support but I have never heard a bad comment.
@mijostyn Depending on what state you live in, warranty laws may be applicable to you as to the minimum lengths acceptable. IOW, even though MD state what they do, you may have legal recourse regardless.
For a company to sell a $11K cartridge with a ninety day warranty is more than weak IMO. Particularly since this cartridge can be bought in Japan for less than half of that amount!!
Sure, I went through the dealer and he did not get any further than I did. He is an approved dealer. Warranty is three months and that is it regardless.
I wish to remind everyone that MoFi is now owned by Music Direct. Since I have so many other reliable options I will not be doing business with either company from now on.
I have an Atlas SL and it is certainly a wonderful cartridge. I have no doubt given jcars involvement in this forum that Lyra would never do this to one of its customers.
I opened the MSL up and did not find anything easy to fix, the interior workmanship is beyond reproach however, The shell is rather thin metal and leaves a rather large interior cavity. It does not look this way from the outside. I think the Lyra, Verismo, Van den Hul style of construction makes more sense.
@mijostyn I still have not heard why you did not involve your selling dealer more. This is where the push back against the distributor needs to come from. Is your dealer actually a MSL rep?
@mijostyn, Such a drag. I hope MoFi hears the footsteps and does the right thing. For my part, moved off the MSL idea entirely, and I was just about to order one. Looks like a Lyra is in my future. Looks like MoFi is not. Thank you for the timely cautionary tale, although I know that's cold comfort.
I have a friend in Japan. He tried to get through to MSL and could not! He kept getting bounced to distributors like MoFi (Music Direct). If I had known this I never would have purchased this cartridge. Customer support is nonexistent.
I had one of the very first Rosewoods and did not like like it. I had a Grado Statement and it was much better, so I am sure you are right. The Epoch is on my short list including the Hyperion and DRT-XV-1T. My current favorite is the Lyra Atlas Lambda SL.
The links to my stylus pictures did not work. Anybody know how to cut and paste a Photograph?
While I have not done it myself, I know that people upload image to a sharing site like imgur. Then they copy that link into that space when you click the "image" icon (rectangle box with sun and mountain) in the tool bar of this response box.
I had the stylus disappear from the cantilever of a Clearaudio Charisma. I took a microphotograph off the cantilever and emailed it to Musical Surroundings. I had a brand new cartridge and a shipping label for the old one in four days. Fortunately, the stylus on my MC Diamond has remained resolutely in place and it just played a Nickelback record :-)
@mijostyn Nice! I forgot to mention my own experiences with Musical Surroundings have been extremely positive. They’ve gone to bat for me in the past, and I think they’re an example of a great distributor.
For posting pics here - I’ve hosted images on my imgur account and and then inserted image links to that. Haven’t gotten images to embed & host themselves on agon yet, but haven’t tried in a while either.
I had the stylus disappear from the cantilever of a Clearaudio Charisma. I took a microphotograph off the cantilever and emailed it to Musical Surroundings. I had a brand new cartridge and a shipping label for the old one in four days. Fortunately, the stylus on my MC Diamond has remained resolutely in place and it just played a Nickelback record :-)
That’s an awful story. Very sorry to hear this happen to you.
Shame on MoFi! This makes a case that the traditional distributor / dealer model for cartridges is broken. One of the worst "middle man" arrangements in this hobby. Huge (multi -$K) markups simply for the privilege of routing an 8 ounce package to a buyer, with NO support & service heroics? No thanks. Completely needless. Of course your complaint against MoFi is not isolated -- it makes me sad they’ve gained such a prominent role in our hobby. I certainly avoid them for large purchases, and try to avoid them on small stuff too. Anyways, the dealer and manufacturer shouldn’t totally be off the hook here, either.
I agree with others -- don’t toss the cart out. It still has value. Besides the usual SoundSmith and VAS suspects, there are also other talented cartridge rebuilders. Take some time, look around. A good one should be proud of showing off their work. Ana Mighty Sound (France), Delta667 (Russian guy on the vinlyengine forums, though you can’t get to him these days), and Sửa Kim Than Cartridges (Vietnam, found him on Facebook) have all shown very impressive work IMO.
Like MSL apparently, Koetsu likes to hide. Maybe a cultural thing - so what? The effects are the same as ill will. That was part of my decision to buy more locally this time, and Grado is mightily accessible and mightily good to deal with. Great product, too.
I haven’t dipped into Grado cartridges yet, but what I have seen from them (I started in headphones), I have 100% confidence they would make things right in the situation OP describes.
One more anecdote. I have a local friend who made a HUGE stretch purchase for a brand new Ortofon Jubilee MC while we has working & still going through college. This was ~1- years ago. He wore a fuzzy sweater one winter day, and well wouldn’t you know it -- snagged the stylus right off. Almost in tears, he was ready to write it off as a complete loss. At our dealer’s insistence (sadly this dealer is no longer in the business - I miss him) he sent it back to Ortofon to "look over" and see what they could do (note: this was before Ortofon offered rebuild services). A few/several months later (Euros love their vacations haha) he got back a BRAND NEW Jubilee MC, no charge. Ortofon looked over the cartridge, and determined that the glue had failed before the cantilever, which is not how they’d intended it to fail. Or maybe they just decided to be nice and made up that bit about the failure mode :) So they replaced it under warranty! Shout out to Ortofon and Louis on that one.
Like MSL apparently, Koetsu likes to hide. Maybe a cultural thing - so what? The effects are the same as ill will. That was part of my decision to buy more locally this time, and Grado is mightily accessible and mightily good to deal with. Great product, too.
You are fortunate then that you can competently fiddle with tt’s. One advantage I would have in this situation would be I would only need to call up my dealer and he would fix the issue at no cost or effort on my part..
Dear @newtoncr : It's not only a coincidence that you and your friend Gary share the same problem on tracking where the MSL compliance is at the lower range value of medium compliance with 10cu.
The PC-1Coda is same design than your cartridge and in 2021 M.Fremer reviewed and measured the cartridge tracking abilities and found out this:
" The cartridge weighs 12.7gm, and the recommended vertical tracking force (VTF) is 2.0–2.2gm. At 2gm, the PC-1 coda couldn't get past the 50µm-peak track on the Ortofon Test Record. At a VTF of 2.2gm it could cleanly negotiate the 60µm peak (track 11), but it literally slid off the 70µm peak (track 12). In short, the PC-1 coda's tracking abilities are only moderately good, "
No, it's not the MoFi recording but the cartridge low tracking abilities.
I'm questioning my self why @mijostyn that's anal on the tracking issue bought a cartridge with lower trackin abilities that not only 80u that's the minimum value accepted by him when his and yours cartridge not even pass the 70u ! !
Yes, Lyra always shows very good tracking abilities and your has around 18cu in compliance, obviously way superior in this regards than MSL.
It is this, I believe that the mark-up on Japanese cartridges when sold in the US and in a number of other countries is---outrageous!
Shipping expense cannot explain any of the added costs. Simply pure profiteering. IMHO. For MoFi or any US Japanese cartridge dealer/distributor to throw a consumer under the bus as they are apparently doing to you, says a lot about these folks!
@mijostyn Presumably you bought the MSL from an authorized dealer?
If so, this is where I think the ’pressure’ has to come from...and not from you dealing with MoFi ( the distributor). When I had a problem with my new Lyra, my dealer was all over it, and at the time, Audioquest were pro-active about the issue...so no problem for me.
If your dealer is unwilling to go to bat for you, then I think you need to find another dealer.
I cleaned the needle, checked the tonearm set up again, but the mistracking still happens. My friend gary, who also has the msl set up on a Kronos discovery tonearm, has the same problem with the same track in the mofi , brothers in arms album.
I am inclined to think the problem is with the record and the Lyra is an exceptional tracker .
good luck with your project fixing the cart . Please do keep us posted .
I have been taking things apart since I was four years old. One of my mother's favorite stories was about me taking apart a broken electric can opener fixing it and putting back together. She says I was 6 at the time. Whenever anything broke I was put into action. My father did not know which end of the screwdriver to use. I have no idea how I got this way. I am not worried about taking the back cover off the cartridge at all. The magic to doing things like this is holding the object in a fixed position, in this case a model maker's vise. Then the right lighting and finally the right tools. I will also be using very strong loops. Working under magnification is magic. Working with tiny little things is easy.
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