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?
I still believe a impartial assessment is very valuable, and VAS has all the credentials to carry that out. The worst case might be the manufacturer might be keen to prove any findings that reflects uncomfortably on their manufacture. Forums do steer individuals toward or away from products. I might be the only member on this forum, after seeing this thread, who remains keen to receive a demo' of a MSL Plat'.
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I never get upset and always use a polite diplomatic manner. If I do not like the results I never use that entity again and start posts like this. Another thing is "I do not care about the price of the cartridge. Someone buying a $500 cartridge should be treated exactly the same. All people are in business to make money. Some only care about the money others care about having happy customers and their reputation. Music Direct is an example of the former, Soundsmith and Clearaudio the latter. As always it is consumer beware. I should have checked the warranty before buying the cartridge. |
@mijostyn Should you had to have the attitude in your statement " as always it is consumer beware"?? With a company like MD and Jim Davis, based on just their non-disclosure digital step debacle, it is clear that you needed to. This industry seems to need a little cleaning of the house as far as the many bad actors that seem to inhabit it, IMHO. |
@daveyf +1 @mijostyn I've heard the MSL Platinum Sig and I would never say it's easy going. Each time I've heard it I was wowed, it was dynamic and so detailed and lively like a real concert. I personally can't afford one but if I had the resources it would be at the top of my list. Although based on this thread I would have yo think twice about one. Waiting to hear what Steve has to say was the issue regarding it. |
