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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?

 

 

mijostyn
pindac's avatar
pindac
3,177 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
3,082 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
2,445 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
3,177 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. 

mijostyn's avatar
mijostyn OP
8,570 posts
 

@daveyf , 

I agree but all dealers are not like that. Some are.

@lewm 

Porsche replaced a lot of those engines even after the warranty ended. They sent letters to the owners of those cars telling them to get the intermediate shaft bearing replaced because in a few months they were not going to support it anymore. The suits come after. 996's are cheap because their ass is not fat enough and they have stupid looking headlights. However, the turbo version has a fantastic engine and is a steal if you can find one. I own a 17 year old Porsche. What is wrong with that? You jealous?

@pindac 

So far so good. Steven has been very responsive. The cartridge arrives at his shop today.  The lesson is that I should have looked at the warranty before buying it. That would have killed the sale. I have to say that the Hana Umami Red looks like an excellent cartridge for the money as does the Mutech. 

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