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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
tortilladc
121 posts
 
Soundsmith seems to be one of this forum’s sacred cows (reputation for stellar work, not a lot of competition). Posting anything critical about them is going to get you some responses you don’t like. I was going to send them a Sumiko cart that I’m selling for service but couldn’t stomach the stated wait time listed on their site.

So, after digging around online I saw some positive feedback for Andy Kim at Needle Clinic. I sent it to him for a re-tip. All it needed as a damper replacement. Two (2) week turnaround. $250. YMMV


chakster's avatar
chakster
6,144 posts
 
This is not a exception. It took a year of waiting with no response for my friend with his Sony XL55 shipped to SoundSmith. Same situation. They are very slow and cartridge can be easily lost for some time and then re-discovered (somewhere on their shelfs), fixed and shipped. Normally they offer discount after all !
coolhunter
52 posts
 
Question:  do you pay SS up front, or when the cartridge is ready to ship.
thom_at_galibier_design's avatar
thom_at_galibier_design
729 posts
 
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
retipper
61 posts
 
Dear Mr. Viloria;

I have researched your repair - RA15628. This Benz was received on 7/6/15, not "One Year Ago" as stated. I also see that you Pre-selected a repair level of $450, so that should NOT be a surprise.

I looked up the particulars in this repair, and it took some extra time as I found some additional work that was needed. You were not charged for this work, but it does take extra time, as my time is limited these days for "free extra work". We did notify you of the slight delay - so please check you spam or junk mail. We also notified you that is was done, but that email may also have not made it to you as well.

Apologies for the miscommunication to you that it was not done, as I have some temporary help in the office answering phones, as I am caring for two close family members who have cancer, and it does consume some of my available time. I do have your phone, so I will call you soon to discuss any remaining issues.

Many thanks -

Peter Ledermann / Soundsmith    
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