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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?

 

 

128x128mijostyn
mijostyn's avatar
mijostyn OP
8,232 posts
 

@lewm 

MoFi is the distributor, Music Direct is the parent company. Yup, I went as far as I could go. Sorry the warranty is only three months. We would be happy to rebuild it for $6000.

unreceivedogma's avatar
unreceivedogma
916 posts
 

- that cartridge is crazy expensive.
- given its cost, MoFi’s policy is inexcusable. Maybe we should, as others suggest, start to boycott MusicDirect.

- I also would send it to Steve at VAS. He did a great job on my Koetsu Rosewood Signature: it sounds better than it has in years. He also did my Koetsu Onyx: I have yet to be able to break it in and to listen under ideal conditions as my room is still under construction. I intend to write a short review of his work for me once I am able to get those listening hours in.

pindac's avatar
pindac
2,500 posts
 

I have this Cart’ on a shortlist.

The experience explained does not put me of the idea to receive a Demo’.

I am in no rush to buy into a New LOMC.

I really hope this is a isolated case, and not a fault that will at some stage of early usage occur on the bulk of these models from the production run.

I wonder if the fault does become a common reported defect if it is limited to the Platinum Model onlly.

For myself having the Mutach Hayabusa as an alternative demo' to be sought out, now seemingly makes sense. I have followed the user reports on the Hayabusa for quite some time,and unexplained failures are not to be seen as a issue of Concern.

 

speedthrills
160 posts
 

Bummer, I agree that either MoFi should be lobbying on your behalf for an exchange, a repair, an evaluation- something- or- the dealer should be too. Unless your'e an experienced microscopic cartridge rebuilder and totally confident you can correctly take a part a $6000 cartridge, not break anything, diagnose tiny solder joints, de-solder, clean and resolder I can't imagine why you'd attempt this yourself. One mistake and the manufacturer then says to you "sorry, you damaged this when you took it apart, we're not covering any cost of the repair".

pindac's avatar
pindac
2,500 posts
 

The Cart' is stated to be exactly one year old, is there a Cart' on offer from any producer that offers a Warranty that extends beyond one year.

I don't quite see how a Customer can be selected for a special treatment, especially when the warranty period is up, the Cart' manufacturer knows that when their Cart' is removed from its packaging, the environment in general where if resides in use, is hostile toward the Cart'. A year can be quite a period for a discovery to be made about the impact of the environment on the fragility of the Cart'.    .

The usage hours of the Cart' are seemingly being presented as the case to determine the fault being reported is addressed by the manufacturer as a gift.

As stated previously, It will be of interest to discover the findings of VAS, maybe, just maybe, the damage incurred is a result of the Cart' being put into service in a particular environment and nothing to do with materials or a assembly selected failing.

In the UK the defendant is Innocent and to be proved Guilty.

VAS might just find the Guilty is quite Innocent, in the mean-time it looks like Que Sera Sera.    

    

 

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