Acoustic Signature Turntables

I have had a very bad customer service experience with Gunther of Acoustic Signature. The power supply stopped working, I contacted him on Jan 21st, he said he would arrange for shipping back to Germany for repair. It was finally picked up on Feb 18th, there was some confusion the day after it was picked up, UPS called and said there was paper work needing completion, I had to supply the value of the power supply. I should have contacted Gunther and asked him what to do but prior to this he had been very slow to respond to emails, said he was away in Japan. I told UPS the value was $800 and sent Gunther an email telling him this and asking if he was arranging for shipment, why didn’t he take care of everything. His reply was "this will complicate things, $800 will cost a lot of import duty, we will see what happens". That was the last I heard from him until I contacted the new US distributor (KT Audio Imports) on April 1st. That week Gunther sent me an email saying “your Alpha is on the way back to you, shipped by German mail”. I have sent him emails since then and received no response. And of course I never received the power supply. I have a great turntable but no way to use it.

Yes my first inquiry was to the email address Otto gave in his reply to this post back on 12-22-08. But Gunther replied and all further correspondence was with him. If I had given UPS a much lower value things may have worked out. The circumstances were that the power supply was picked up at my wife’s office for convenience purposes. The day of or a day after pick up UPS called her wanting the value of the item shipped. She called me at work and I was busy, didn’t think and just guessed what the power supply might cost and said $800. Should have said $100. I’ve since found out from Tom at KT Audio Imports a new power supply will cost me considerably more. The sad part is Tom told me he could have repaired it right here in Anaheim CA. Gunther never even asked me to send him any money. In his first email he quoted an estimate for shipping and repairs. If he had sent a message stating that he had to pay import duty when the power supply was delivered to him, and it was delivered since the tracking indicated that, I would have paid the duty plus repair and shipping cost. Also in my second message to him I mentioned I was interested in a second arm base, and he replied with some details about that. So I really don’t understand why he just disappeared and didn’t send back the power supply, either repaired or unrepaired. I’d be thrilled to get it back unrepaired.

Dgob you're right and I have felt all along that it should be returned to me for a reasonable cost of repair and shipping. Or if it isn't repaired just send it back as is. Its possible Gunther hasn't received any of my emails. After the first or second one sent to him he mentioned my emails were going into his trash. One of my reasons for contributing to this thread is my hope he or Otto will notice this discussion and get in touch with me.

Klinerm, I agree they are very very good tables. I will continue to use mine even if I have to buy a new power supply. Do you know how I can contact Otto? I really want to purchase a second armboard but am nervous about sending money for one. Heck, I probably can't get in touch with them anyway given the many emails sent with no response lately.

Thanks for the kind words. I'm on vacation for two weeks so don't need to think about it, and I've gotten used to listening to digital over the last 5 months. Expect to buy a new power supply before the end of the year if necessary. The money could have gone to a second arm base which is what bothers me the most. But, so it goes.

It looks like Otto came through for me. I’ve never corresponded with him and today out of the blue I received his email saying the power supply is repaired and shipped by UPS Express. He provided a tracking number which shows on the UPS site that the package has been picked up. He attached an invoice saying the rectifier, fuse and all 4 output transistors were replaced for what seems to me a reasonable price of 69 euros. He wants me to pay that plus shipping both ways which I’m happy to do. After I receive the unit :^)

Thanks otto!