Questionable service at Soundsmith


I sent my Benz Micro for a re-tipping.  After they received my cartridge I get an email on how to check status of the job.  Their website tells you retipping takes 8 - 14 weeks.  Well that came and went, I did not hear anything.  I checked the status now and then, nada.  I started to worry because it's been about a year now.  Finally, I decided to give them a call and find out what is going on.  In my mind, I'm thinking, have they lost my cartridge?  Did they misplace it?  What?  I couldn't get through, goes straight to voicemail every time.  So I decided to email an address I got from their website to ask for help.  I got a response that it will be done soon, they are really back logged.  An hour later, I get another email from another person saying it was done and ready to ship.  What?!  Did they just do a rush job on my cartridge?  Because I started to complain?  That they've had my cartridge laying around for about a year!  And here's the kicker, please pay $450 for the retipping.  Nice.  
rviloria

Showing 2 responses by thom_at_galibier_design

I won't get into the details of: your waiting time, "we'll check", "it's ready, please pay", although I direct you to lewm's comments above.

I do want to comment however, that there's a reason Soundsmith is a "sacred cow" around these parts.  It's because Peter ("the retipping guy") is indeed one of the good guys in the industry.  I have quite a few customers to have received nothing but first class work.

For the equivalent work from Dynavector (for example), your $450 would set you back about $2K.  I won't debate your extended wait, but I don't get why you're grumpy about paying $0.25 on the dollar for equally exemplary work.

It's clear to me that Peter is undervaluing his labor and he should align his pricing with that of the major manufacturers.  This would bring demand into line and no doubt improve delivery times.

Cheers,
Thom @ Galibier
Keep fighting the good fight, Peter and my best to you and your family.  It's been a few years since we've had the opportunity to catch up and I always value our time spent together.

Our strengths as artisans can also be construed by some as a weakness.  In this day of "click to add to shopping cart", we're all accustomed to instant gratification.  Amazon Prime ... want it in 24 hours?  Click here.

And yet, the reason why people gravitate to the Soundsmiths, Schroeders, Galibiers and the like, is exactly because of a desire to go well beyond the "shopping cart experience".

Since I manufacture on a smaller scale than you do, it's simpler for me to involve my customers in the creative process of their new Galibier - to keep them informed of the progress of their new baby.  The challenges of education the customer are similar, but I have the benefit of doing it at a smaller volume level

Cheers,
Thom @ Galibier Design