Hey Sota - Whatever Happened To Customer Service?

I found both Donna and Christian extremely helpful every time I reached out to them or needed something.  They have been patient answering questions and have gotten back to me by email and phone as they were able.  I definitely felt the information valuable and service to be superior.  I appreciate a small company efforts like Sota and the quality of their equipment.  Not a big box store in a major metropolitan area with crappy disposable products.

I am not commenting on SOTA as I have not dealt with them or their web site.  However, all measurements and weights should be in the spec sheet or on the web site.  Measure and post once and it is done for life.  Given the dimension gyrations we all deal with due to space limits, dimensions are a common question.  That should not be something that a potential customer should even have to ask.  

@12many and so it is.

But it is like ordering a truck, and then asking what the height is with 37” tires and a lift kit, or with 20” skateboard wheels and lowered.

At least naming the thing Comet was an homage to one of the reindeer… hence. it is a sign for wishing all a Merry Christmas…

@12many,

I attempted to get the specs prior to contacting them (via their website and an out of state dealer, as there is no local entity). All I could get were the dimensions including the dust cover.

I am not commenting on SOTA as I have not dealt with them or their web site.  However, all measurements and weights should be in the spec sheet or on the web site.  Measure and post once and it is done for life.  Given the dimension gyrations we all deal with due to space limits, dimensions are a common question.  That should not be something that a potential customer should even have to ask.  

Try their facebook page. They always repond, but may take day or two. Also, this is busy time for them with Holiday ordering.

I have a Cosmos and recently needed some help from SOTA for a minor repair. I shipped it to WI from Miami and Donna made sure that repairs were done immediately. My only charge was for shipping. SOTA is a small but dedicated company with a great history and constantly improving their products. I am very pleased with my turntable and SOTA service.

The OPs request was not unreasonable. My issue has to do with posting unreasonable criticism on a public forum. 

@ejb 14,

Thanks so much for the info. Should I pursue the Sota I will let you know if I have any questions. Appreciate it!

I would say you need at least 6 inches based on my Comet VI - 

Just measured my Comet VI - it is 6 5/8 inches to the highest point of my tonearm - but I have a Audiomods Series VI tonearm on my Comet VI (Sota did a custom order for me) and I have the brass feet pucks under the brass spiked feet, which adds a little - I would estimate the brass pucks under the feet add 1/4 inch; 

I expect the standard Rega tonearm would make it a tad shorter; the 6 1/4 inch number from Sota is likely accurate for the standard configuration without the feet pucks, but the tonearm counter weight would be the highest point and I suspect is a close fit with the dustcover - which is why I would say you need at least 6 inches. If you change the brass feet (they add 1.5 inches ) to a shorter set, you could likely knock off up to another inch (you still need some feet - the bearing well protrudes approximately 1/2" below the plinth). 

I too have not had a better table than this. Build quality is outstanding, solid speed and very quiet. Sounds fantastic. I was actually searching for a table to fit the tonearm, and the Audiomods tonearm is Rega geometry. The worry was that the tonearm would not fit under the dustcover (the VTA adjuster is a little taller than the rest of the arm) but it does and the table and tonearm with the dust cover look like the were designed with each other in mind. I will add that I have a Falcon PSU for speed control (easy add on for this table - just plug it in). 

Hope this helps..; if you need more help PM me and I will see how short I can make mine and let you know. 

@roadwhorerecords,

Thanks. My thoughts exactly. I was not asking them to move a mountain.

I find it funny the amount of people making excuses for the lack of such a simple request. "People are on vacation" "People are busy" "After sales is much better".

  It doesn't take half of the staff to find a measuring device, be it a ruler, tape or any modern electrical devices, then place it next to a factory demo an get a proper answer. Buck up, money is tight, and if you want a chunk of mine, you must be willing to show me you'll earn it. 

@holmz,

Thanks for the info. Appreciate it.

Pick up the phone and call them. Donna is very responsive.

I find it helpful to remember that I'm not the center of the universe in situations like this, especially around the holidays when people are taking time off to spend with their loved ones. 

Christian is also exceptional.

 

Recently, I contacted Sota Turntables to inquire about their Comet VI model. I had a very simple question: What is the total height of the turntable without the dust cover? This is important to me as I store my table on a pull-out shelf with limited headroom. The reply I received was " Thanks for the inquiry.  I don't have that measurement quickly available, but I do know it's 6-1/4" tall to the top of the cover, so I'd estimate an inch less." I responded that I needed to know for certain and could not rely on an estimate, due to my space issue. The response? " I'll see what I can do."

That was 5 days ago.

Wow. Has anyone dealt with Sota recently? How can I feel comfortable making a substantial purchase from a company that cannot answer a basic question from a potential buyer? I can't help but wonder what service after the sale would be if needed. SMH...

IMO their after sales support is pretty darn good… way better than average… I have no hesitation in recommending them.

And if it was a few weeks ago I would take credit for having them distracted, on my 38 year old table. 😎 So getting support happens, but it is also not instantaneous.

If it lasts you a few decades, then I am not sure 5 days is a deal breaker.



At this time of year, with holidays, and the amount of snow in Wisconsin and up north, I would suggest you maybe would have been better off with a phone call if you suspected that the email was overlooked.
(or, as mentioned, contact your closest dealer.) 

@gnoworyta  How high is the space you have?

Based upon my different model Sota, I would assume it would be at least 5” high, and likely more like 5-1/2”. As the clearance for the dust cover is maybe 3/4” above the tonearm.

The tonearm probably defines the height… but a spindle clamp has to be at least 1-1/4” and can also define the maximum.
The feet on mine are also providing about 1-1/2” of extra “lift kit”… the Comet will be different… and I have no experience with that model.

I have not had a better table, and I have not had a worse one.

I met the SOTA folks at AXPONA and they were extremely nice. Everyone's busy. 

Pick up the phone and call them. Donna is very responsive.

I find it helpful to remember that I'm not the center of the universe in situations like this, especially around the holidays when people are taking time off to spend with their loved ones. 

Perhaps the person simply forgot or there was no one there to answer your question properly. Why not call a dealer, explain your situation and ask for help before bad mouthing the company in a public forum? That would be the proper way to handle. I’m sure it isn’t life or death to wait a few days for an answer.

I find these kind of posts unkind and unnecessary. Unless you have been materially wronged and all attempts at setting things straight have been exhausted there is no need to tell the world that you are unhappy with the lack of follow up from a small manufacturer who has been in business for decades. If you don’t like how you were treated simply move on or give them some grace and courtesy to provide the information knowing we are in the holiday season and the labor market has stretched many companies in all kinds of ways. I have no horse in the race here but have seen far too many of these posts to sit on my hands for this one.

@gnoworyta, ime, Sota’s lack of a response is more of an exception than their normal level of customer service.  Also, don’t forget that Sota is not that large and some of their staff may be on holidays or working remotely.  

Thanks. I planned on doing that, but Sota's (lack of a) response remains worrisome.

Contact a Sota dealer that you plan on purchasing the table from as they are Sota’s first line of enquiry for general sales questions.