Acoustic Signature Turntables

I have had a very bad customer service experience with Gunther of Acoustic Signature. The power supply stopped working, I contacted him on Jan 21st, he said he would arrange for shipping back to Germany for repair. It was finally picked up on Feb 18th, there was some confusion the day after it was picked up, UPS called and said there was paper work needing completion, I had to supply the value of the power supply. I should have contacted Gunther and asked him what to do but prior to this he had been very slow to respond to emails, said he was away in Japan. I told UPS the value was $800 and sent Gunther an email telling him this and asking if he was arranging for shipment, why didn’t he take care of everything. His reply was "this will complicate things, $800 will cost a lot of import duty, we will see what happens". That was the last I heard from him until I contacted the new US distributor (KT Audio Imports) on April 1st. That week Gunther sent me an email saying “your Alpha is on the way back to you, shipped by German mail”. I have sent him emails since then and received no response. And of course I never received the power supply. I have a great turntable but no way to use it.

Jeff,

Did you seek to contact Otto? My experience was similar to yours with the Alpha but once I got a new one I have not had any problems and it is performing like an angel (touch wood).

Maybe Aramis2007 can give you another positive perspective following his above complaint!?

All the best and do let us know how it works out

Yes my first inquiry was to the email address Otto gave in his reply to this post back on 12-22-08. But Gunther replied and all further correspondence was with him. If I had given UPS a much lower value things may have worked out. The circumstances were that the power supply was picked up at my wife’s office for convenience purposes. The day of or a day after pick up UPS called her wanting the value of the item shipped. She called me at work and I was busy, didn’t think and just guessed what the power supply might cost and said $800. Should have said $100. I’ve since found out from Tom at KT Audio Imports a new power supply will cost me considerably more. The sad part is Tom told me he could have repaired it right here in Anaheim CA. Gunther never even asked me to send him any money. In his first email he quoted an estimate for shipping and repairs. If he had sent a message stating that he had to pay import duty when the power supply was delivered to him, and it was delivered since the tracking indicated that, I would have paid the duty plus repair and shipping cost. Also in my second message to him I mentioned I was interested in a second arm base, and he replied with some details about that. So I really don’t understand why he just disappeared and didn’t send back the power supply, either repaired or unrepaired. I’d be thrilled to get it back unrepaired.

Jeff,

Financial issues apart, it seems to me that the property remains yours and Gunther is obliged to return it (as you say, repaired or unrepaired). I would continue to press as I know that Gunther is often tied up in the actual production and technical aspects of operations. That sadly meant that he was slow to respond on several occassions with myself. I had thought/hoped that this had been addressed with Otto taking over key responsibilities!? Maybe you can contact them and/or press your case through your local AS representative/importer?

Regarding the armboard, I must admit that I wanted a spare armboard but ran into too many issues with the official UK importer to continue pursuing this. I hope you have better luck.

All of this shoddy customer support seems to me to be damaging what should be a blue chip company, with phenomenal products. Keep us posted and good luck

Jeff_ss, thanks for posting that KT imports can repair the power supply should the need arise. That's one aspect of owning the Final Tool that worries me a bit. As an aside, I'll mention that Gunther gave me fabulous service when I wanted a new motor upgrade. He brought it with him to CES in Vegas and shipped it from the US to save me money on shipping. I hope that things work out soon for you.