2. analog
  3. 123937-22051

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
rhoneman
3 posts
 
Unfortunately I had a bad service experience too.  It took over 6 months to get my Soundsmith cartridge retipped.  I called frequently and emailed often and eventually got it done.  It sounds great, but I think they should let you know they are really backed up when you send your cartridge in to set your expectations.  It seems Peter is the only one who can do a lot of these, and is schedule is too busy for him to devote the adequate time to repair the cartridges.  I would definitely recommend a backup cartridge if you send one in for repair.
retipper
61 posts
 
Thank you for that post - I would very much like to have your RA# to see what happened. It is NOT typical or usual. Soundsmith (unlike ALL other cartridge companies) values its customers and rebuilds all our own designs for 20% or LESS. Our designs can be rebuilt many, many times. They get priority - 2-6 weeks.

It may have been that your cartridge was placed in regular rotation for non-Soundsmith designs by one of my staff in receiving -  by accident - which has happened on occasion. Even so - that seems along time, even for a non Soundsmith design, unless it had special issues. Please feel free to Email me the details - Peter@sound-smith.com -

I will be more than glad to investigate.

Peter Ledermann / Soundsmith  

 
asp307
159 posts
 
This is direct from the Soundsmith website. 

"Q: How long does it take to get the work done?

A: That depends on the number of customers who sent in work ahead of yours. Our services are in high demand world-wide. Repair queue is typically in the 6-12 week range. Each and every customer gets the full measure of my 40 plus years of experience and skills."

Common sense tells me that one should call Peter first to get a real-time estimate for how long the repair will take. It states the queue is typically between 6-12 weeks but this all depends on the number of customers already in the queue. Clearly, this could stretch beyond 12 weeks especially when the guy is taking care of his ailing family. 
tdybare1
13 posts
 
I think Soundsmith is great. I've had my Grado Statement 1 retipped by Peter twice and just recently he repaired a Benz cartridge that had a bent cantilever. Considering the retip from Grado is a $1,000.00 I think $450.00 is very reasonable. Also, his retip uses a better stylus than Grado and the Benz I had done. They even sound better. I can wait 14 weeks and a little longer. They've always turned around my cartridges in that time period. So sorry for your losses Peter I have gone through cancer with my partner and my sister. Luckily they have both survived and are cancer free so far. They and I have been very blessed. Keep up the good work! Sometimes things just happen and I'm sorry the person who started this session had a difficult experience.

tzh21y
1,654 posts
 
I was told right up front 16 weeks.  I am OK with it and I know my Benz ref s will be as good as new when I receive it.  Hang in there Peter,  my thoughts are with you and your family.
More to discover