Troubles with Sound-Smith return communications?

I had a cartridge re-tip done by them for the first time last year and noticed they were up to their neck with work when I called one time to ask about when the cartridge would come back.

Well, after about 3 or 4 months (can't remember exactly) it did, and the work was of an excellent quality - and I do mean really excellent, they did a fantastic job.

So, I understand any issues with response times, they seem to be very busy. Well worth any wait, though, from my experience.

I had two cartridges done last year. took about 4 months each. Had a few communication problems with email, but got sorted out. However, I have tried to get an RMA on two more cartridges for the past 3 months with no response to email, so I do understand the frustration. I'm not sure why Peter would blame the economy for having to lay off half his staff, when it seems he has more work than he can possibly do. I have a feeling that he is such a perfectionist that he spends way too much time on some projects than his rates allow. case in point is the B&O he references above. sounds like he has spent days on that table already, and is chasing an intermittent bug which we all know can drive you nuts and take a lot of time. I doubt he is charging by the hour to do this, as he would have spent way more time than the table is worth. His work is excellent. i just wish he could train others to do it and have a better turn around time. More importantly, who will do this work when Peter decides to hang it up. A craftsman should have an obligation to ensure his craft continues. Whether Peter has anyone in training is unknown, but it would seem there are plenty of skilled people out of work that could learn the craft.
I will keep trying to get an RMA number.

We had ice and snow storms AGAIN here today - no employees. More tomorrow. Anyone need an RA NUMBER??

We finaly set up an automated RA system for retipping on our website. You can register and get an RA number anytime. 24/7. And when we receive your cartridge, our system EMAILS you. Any updates, it also Emails you. When we are done, it Emails you. We invested in this as a resposne to those who would rather I take time to call everyone constantly instead of work on cartridges. The system seems to work well.

Train people?? You don't know me or my company if you can say that. I have spend 40 years doing that. Many left and went into business competition with me - which is fine. My intent was to train for audio - and more - not to dominate.

Cartrdige rebuilding - I have tried -it was very expensive replacing cartridges for customers out of pocket when a trainee destropyed it. You see, not many people can move in fractions of a thousandths of an inch, AND understand the physics of why they are doing what they are doing. It is not purely a physical skill that's required. That would be like saying that a neurosurgeon can train anyone quickly as long as they can master the physical skill of fine manipulation. It just aint that simple or easy.

peter ledermann/soundsmith

I am very sorry for the wording I used in starting this thread. I didn't realize how negative it sounded. The many positive responses speak volumes to Sound-smith credit as a service and product provided. Peter and I talked today and I'm very happy with the results. They have repaired/upgraded my B&O 4002 to better than new. Peter is also mounting their top of the line B&O replacement SMMC20CL+. This cartridge is hand made by them. So I must add my positive response to how professional Peter and Sound-smith handled this whole process.