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?
@cathyboston My posts have not been untoward in any manner about their Sales Policy. Caveat Emptor, is what I promote for the Buyer. Now Mofi are surfaced, no harm in probing, I am sure future customers will benefit from transparency., and evaluate the Vendors being selected. |
Exactly. I would don your radiation suit. The problem has already been adequately described. What I found on removing the cover was a filament lying across the lead out wires of the left channel coil which are tack glued to the body of the magnet on their way back to the pins. The filament was incorporated into the glue. I pulled up the hot wire and removed the filament. As I had removed the back plate and disconnected the lead out wires from the pins. It looked like two of the wires would require splicing which is beyond my capability. Steven has hooked everything back up and says the cartridge sounds "great." We shall see when I get it back in the system. The coils, suspension and cantilever remain unscathed. Jonderda, you are now in the unfortunate position of having to do damage control. MoFi is not operating at the same level as it's peers. I fully understand that there are plenty of wacky customers out there but treating us all as if we are wacky is obviously a mistake. I think the service department has to learn to give the customer the benefit of the doubt. The main issue here is a substandard warranty, If you had published it I would not have purchased the cartridge which is why you did not publish it. But, even after the warranty period issues due to faulty materials and workmanship can occur and taking care of these issues is great and inexpensive marketing. In this case I think the problem was manifest all along it just took the right conditions for me to notice it. I think you should show your superiors this thread and revamp your system. MoFi can not afford issues like this. It's reputation is already in the dog house. |
To lessen the blow of the OP, since I'll guess based on how long he's been in this hobby he's retired, I'd propose to start a Go Fund ME account. If all who had anything to say in this thread gave $1 then the OP would be made whole. Or MoFi can just send the OP a public apology with a check for $330. |
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