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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
raymonda
855 posts
 
That's a bummer. I've used them for 5 cartridges over the years and have always found the service satisfactory. It has taken them a bit longer lately due to demand and, what I've heard, some family related issues with Peter. The new cantilevers and retipping is his work, so it does take some time.

One year and then presto is strange and maybe you didn't get the entire picture from them. However, $450 for a retip is not a lot.
rviloria OP
6 posts
 
I just feel like the first person I contacted called the retipping guy and that guy realized, oh yeah, this guy has been waiting a year.  Let's get this done now.  Rushed, no proper care nor testing.  I should have gone to that other guy in Washington State.  
tzh21y
1,654 posts
 
I think you went to the right guy.  Geez, a year?  I recently sent my cartridge.  Hope it does not take a year.  I think you had it done by one of the best.  I doubt he would ever jeopardize his reputation.  He probably felt really terrible about the mix up and did it pronto.
nrenter's avatar
nrenter
766 posts
 
Personally I would have been calling / emailing at week 14 (not waiting until nearly week 52). That being said, stuff happens. Peter is one of the good guys in this industry. I can't imagine not being a Sound Smith customer. His products and support policies are IMHO beyond reproach. Love my Aida, and love it even more after Peter rebuilt it. 

Have you received your cart back? Before you claim "Rushed, no proper care and testing" you should probably give it a listen. 
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