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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
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.    
Ag insider logo xs@2x
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. 
czarivey
5,946 posts
 
I believe they had already bunch of disputes of charges. That's what I would do plain and simple. $450 does not justify of a year of waiting time.
anything over a month should subtract $$ from total. Dispute will win. Efficient and saves money.
tooblue
1,934 posts
 
My personal experience with Soundsmith has been nothing but stellar and this has been over a period of 7 years and 9 carts rebuilt and or retipped, as a matter of fact they have my Universe as we speak, in for a suspension adjustment. Something certainly went wrong in your case though and probably falls into the shit happens catagory but I certainly wouldn't jump to the conclusion that the finished job was anything but top notch. Enjoy your cart, by now it will be like a lost jewel just found.

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