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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
lewm
12,537 posts
 

Never miss an opportunity to remind us you own a Porsche.

Porsche the company is not the best brand to bring up in a discussion of customer relations and customer support.  You must know about the notorious Intermediate Shaft Bearing used on type 996 Porsches from 1999 to 2006 and thereafter in 997s possibly up to 2011 (it's a bit unclear to me exactly when the factory fixed the underlying problem), which part can fail by emitting iron filings into the oil supply and thereby kill the entire engine in only a few thousand miles, albeit that rarely happened.  But more than a few persons had to replace low mileage engines at their own cost until the factory finally caved in and after many law suits.  Why 996s are so relatively cheap to this day.

 

pindac's avatar
pindac
2,453 posts
 

I once had an issue with a Horse I owned.

I received all the usual help, and in the end got the issue resolved at a cost.

The individual who resolved the concerning issue, made it clear.

"Some Lessons in Life are coming with a hefty price to pay"

Ouch! I paid up and absorbed everything I could from the experience to be preventative for the future.

As for @mijostyn, "Some Lessons in Life are coming with a hefty price to pay"

What is not known is if the lesson is about buying into Cart's at a US price that can be found as an Import for two thirds less, or is the lesson one that is based on learning that snobbery can hurt at times.

I do not need to Spend $11K on a MSL Signature, hence it is one that is on a shortlist to experience in use. I expect to be able to have one at the door, for approx' £4K+. Possibly even a VAS overhauled one with 75 hours on it for £2K.   

Maybe the lesson to be learned is that when looking at the assembly of a Cart' under a microscope, as the OP claims to do, the same scrutiny would be best practice for the warranty being offered as well.     

daveyf's avatar
daveyf
2,835 posts
 

With the OP’s example, unfortunately his cartridge was one year old, even though it had only 75 hours of usage. The problem is that this same circumstance would apparently have occurred even if his cartridge was only three months and one day old...as the manufacture is only standing by a three month warranty! Personally, I think such a short warranty is unreasonable on a cartridge that not only costs $11K, but also gives the dealer/distributor such a large mark up. IMHO, for them to offer some kind of accommodation would seem to be appropriate.

rsf507
2,228 posts
 

@pindac ​I do not need to Spend $11K on a MSL Signature, hence it is one that is on a shortlist to experience in use. I expect to be able to have one at the door, for approx' £4K+

Can you share where such deals are?​​​​​​

pindac's avatar
pindac
2,453 posts
 

@rsf507  The Cart' can be found on the From Japan shopping portal.

There are other portals that can be used, but I have been loyal to FJ. 

My investigations  have discovered. Mutech Hayabusa to be a serious consideration, when MSL Plat' or Gold are off interest.

@mijostyn has been quite vociferous in the idea not to use support for a Cart', where the manufacturer is not involved.

The recent reversal on such a stand is quite interesting. 

I do hope the VAS Service gains one more supporter. 

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