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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
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. 
johnnyb53
3,510 posts
 
Is "that other guy in Washington state" the one in Bellevue?

http://www.phonocartridgeretipping.com/index.html

I live about 18 miles from his shop. If he's good it would be nice to know as I'm thinking about moving on to a decent HOMC from my MMs.
rviloria OP
6 posts
 
Yes, that's him.  This is my first time having a cartridge retip.  I asked him for a quote however I went with Soundsmith because of their reputation.  In light of what happen, I feel perhaps Andy, his name, could have done just as good of a job if not better.  I do have another cartridge I'm thinking of retipping and more than likely now, I would try him.  
rviloria OP
6 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.
Perhaps I should but I didn't want to come across as a pesky, impatient customer.  I worked in retail and I know how those kind of customers are treated.  Besides I have other cartridges I could use in the meantime.  I gave them the benefit of the doubt, perhaps theyare busy between making their own brand of cartridges and the backlog of retip orders.  I'm a patient guy but when I got to thinking its been a year, thaat when I said enough.

All this happened today.  I paid just to get the cartridge back.  I know it's gonna sound good.  It is a very good cartridge to begin with, a Benz Micro Reference.  Condition was excellent, already got the boron cantilever.  Probably the only thing it needed was a new tip.  
tzh21y
1,654 posts
 
I am surprised he did not contact you to discuss what was going on with your cartridge.
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