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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
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.
dgarretson
2,599 posts
 
Unfortunately my story coincides with the OP.  My Lyra has been with SS for thirteen months.  I know that Peter has had serious family troubles during that time, but I am approaching the point of calling my cartridge home.  If SS does complete the repair, the results should be worth the wait.  It helps to have lots of cartridges to play with while one is out for repair.    
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tonykay
1,301 posts
 
Some of you are incredibly patient and forgiving, which is lucky for Soundsmith. Waiting a year to find out the status of a cartridge doesn't make sense to me. I would certainly have emailed them after the first three months for a status request and pricing estimate. My takeaway from this post is to have more than one cartridge, and follow-up with Soundsmith on any transactions with them at least until Peter gets his family problems under control. Family problems, no matter what the nature, are a fact of life but business is business. 
chayro
2,997 posts
 
I sent them a cartridge 9 months ago and haven't heard a peep.  I made an email inquiry about a month ago with no response.  I've heard they take a long time, so I figured 6 months.  Fortunately, I don't need the cartridge right now. 
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