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A Story about a Defective Signature Platinum

Last week I was listening to music at a healthy volume while sitting at my computer. I have an auto lifter (Little Fwend) and after the arm lifted I noticed a static noise with occasional popping coming out of the left channel about 40 dB down. At first I thought it was a bad tube but it disappeared when I turned the volume down. It is in front of the Preamp. None of the other sources had the noise. Swapping tonearm cables did not seem to change the sound but then I noticed that the sound was also in the right channel just farther down. Disconnecting the tonearm stopped the noise. I change over to an MC Diamond, no noise. Same with the Atlas, no noise. Swapped back to the MSL, noise is back.

The cartridge is exactly one year old but it rotates with two other cartridges and might have 75 hours on it. I called the dealer who told me to contact MoFi distribution, the US agent for MSL. Turns out the cartridge only has a 90 day warranty and I was told I would have to send it in for a rebuild for $6000! Can't they just fix the problem for maybe $500, No. Can't I just send it in for evaluation?  The stylus and cantilever are brand new. No, a rebuild is the only option and you have to do that through the dealer, click!  Most very expensive cartridges have a 2 year warranty on them not to mention that most companies would cover such a defect even off warranty as in the absence of physical damage it is obviously a manufacturing defect, a bad solder joint or maybe just two wires rubbing together. This is very disappointing and as far as customer service goes Home Depot is better than MoFi, Sears is better than MoFi! MoFI is right up there with Anthem Blue Cross! The service rep could have offered to look into it. Maybe communicate with MSL and get their opinion. I am sure if MSL knew about it they would gladly fix it and actually be embarrassed. The Japanese are like that. There is no way I can find to get directly in touch with MSL.   

$6000 is not an option. I am not going to throw good money after bad. I am also not going to off a defective cartridge on someone else. I am going to take the cartridge apart and reflow the solder joints and make sure the wires are separated. If that doesn't fix it, it goes in the trash.

Mistakes and defects happen, it is what you do about them that counts. MoFi failed dismally in this regard. MSL makes a fine cartridge but I would only get another one if they changed agents and increased their warranty. Obviously, I will avoid buying any other MoFi products myself and warn others about their customer service. I have no further use for the dealer who did nothing to help. I have had superb service from Musical Surroundings, Soundsmith, B+H Photo and the Cable Company. All handled issues with ease. Has anyone else had trouble with MoFi? What companies have provided you with excellent service when the sh-t hit the fan?

 

 

128x128mijostyn
mulveling's avatar
mulveling
1,933 posts
 

@mijostyn 

Awesome! Fingers crossed for you - hoping this effects the full fix you're expecting. No doubt in my mind, a simple repair to lead wire as you've described here keeps it as a 100% factory original MSL Platinum. 

I'd almost question the need /justification for quoted repair cost given such a fix (most of the way to a re-tip for a single wire splice), but if in your shoes I would be grateful for service rendered nonetheless. 

mijostyn's avatar
mijostyn OP
8,570 posts
 

@mulveling 

Steve had to splice two of the wires to get them back to the pins which is tedious work. The wire is litzed which makes it even more fun. I suspect it took him at least two hours so I did not think $300 was all that unreasonable. $30 was return shipping and insurance. 

dogberry
688 posts
 

"Buffoon" is hardly complimentary. I see no reason why we should not be civil.

I sent an older Kontrapunkt C off to VAS  two and a half weeks ago, so I should be hearing about it before long. I have hopes it will be as good as I remember, and perhaps better than the Cadenza Bronze that replaced it.

daveyf's avatar
daveyf
2,880 posts
 

A few years back, there was an ’American importer’ who was importing a cartridge from Japan, which was readily available over there, and adding close to five thousand percent mark-up for the uninitiated in the US. Interestingly, this chap was not that successful because he had underestimated the fact that a lot of his ’marks’ were going to be able to easily shop this cartridge pricing via the internet. Nonetheless, I understand that he made enough sales to be still considered as the ’go to’ dealer for this brand in the US. I happen to know of a fellow who was ’suckered’ in by this guy, to say that once he became aware of the ’markup’ that he was far from happy would be an understatement...to say the least! As for warranty, well as far as I now, it has not been needed, but the warranty from this ’importer’...also 90 days! Folks, like the OP is saying, one needs to do a little homework on these cartridges and their 'importers' before pulling the trigger on a sale.

lewm
13,175 posts
 

"5000%"?  That's 50-fold.  So the "American Importer" was charging, e.g., $5000 for what cost $100 in Japan? Really?

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