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?
@wrm57 , @ghdprentice , @mulveling @rauliruegas , @drbond @newtoncr @wrm57 @rsf507 I have a friend in Japan. He tried to get through to MSL and could not! He kept getting bounced to distributors like MoFi (Music Direct). If I had known this I never would have purchased this cartridge. Customer support is nonexistent. |
@mijostyn , Such a drag. I hope MoFi hears the footsteps and does the right thing. For my part, moved off the MSL idea entirely, and I was just about to order one. Looks like a Lyra is in my future. Looks like MoFi is not. Thank you for the timely cautionary tale, although I know that's cold comfort. |
@mijostyn I still have not heard why you did not involve your selling dealer more. This is where the push back against the distributor needs to come from. Is your dealer actually a MSL rep? |
@daveyf , Sure, I went through the dealer and he did not get any further than I did. He is an approved dealer. Warranty is three months and that is it regardless. I wish to remind everyone that MoFi is now owned by Music Direct. Since I have so many other reliable options I will not be doing business with either company from now on. I have an Atlas SL and it is certainly a wonderful cartridge. I have no doubt given jcars involvement in this forum that Lyra would never do this to one of its customers. I opened the MSL up and did not find anything easy to fix, the interior workmanship is beyond reproach however, The shell is rather thin metal and leaves a rather large interior cavity. It does not look this way from the outside. I think the Lyra, Verismo, Van den Hul style of construction makes more sense. |
@mijostyn Depending on what state you live in, warranty laws may be applicable to you as to the minimum lengths acceptable. IOW, even though MD state what they do, you may have legal recourse regardless. For a company to sell a $11K cartridge with a ninety day warranty is more than weak IMO. Particularly since this cartridge can be bought in Japan for less than half of that amount!! |
