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Help all ye Triplanar Gurus

I received my Triplanar VII U2 from Singapore over the weekend and I may have screwed up big time while mounting the arm.Basically, the screw that adjusts the height of the cueing platform broke in the hole with the screw head coming off,with the result that if I use the cueing platform to lower the arm on the record it seems to descend from Mt. Everest. Manually lowering the Lyra Skala on the record is not good for my health.
Have sent a mail to Triplanar and also the Dealer(Audio Note, Singapore).
I doubt if any A'goners have experienced a similar situation but there is no harm in asking.You have to be particularly cretin like to have achieved what I have done.
Am also unable to align the cart using the Best tractor supplied by my friend Yip in Hong Kong coz the mounting holes on the wooden armband are a bit askew. This can and will be resolved.
Will appreciate any help/ advise to lift my deep depression.
Many thanks
128x128sunnyboy1956
sunnyboy1956's avatar
sunnyboy1956 OP
424 posts
 
A quick update : have yet to receive a response from Triplanar.Interestingly, neither has the dealer ! Just shows that even if you make the best tonearm in the world you can still aspire to the worst customer service on the planet. This is not bad service but a complete disregard of the customer. Compare this with my parallel experience with the Tube Store. Ordered and paid for a quad set of tubes online. Much after my purchase, the Tube Store decides to reduce price and guess what they decide to pass on the discount post purchase. Wow I have never encountered customer service or concern at this level of excellence. Jon at the Tube Store gets all my business going forward.
dan_ed
2,451 posts
 
It never ceases to amaze me how people can expect support just like calling Sear's from cottage industry suppliers. I doubt that Tri has even a part-time assistant and I'd be very surprised if making Triplanars is his main source of income. Hell, maybe he's on vacation.

Perhaps this is an inconvenience for you after you broke your new tonearm, but in this hobby not getting a reply for a couple of weeks is not that bad. (Try giving a well respected manufacturer money and not getting anything for two years with no delivery date in sight.)

Careful where you throw those stones. Some may bounce back and whack you in the forehead.
maineiac
649 posts
 
I agree with you Sunnyboy, after spending dough like that on a tonearm it seems reasonable to expect a reply to your question within two weeks. Cottage manufacturer or not, there is an ethical responsibility to stand behind what you sell or at least be upfront about it.
lewm
13,171 posts
 
Tri is a very honorable man. You might fairly criticize the fact that he is tardy in this instance in responding to Sunnyboy's messages. But that does not equate to a lack of honor. Tri has sent me stuff prior to receiving payment, and he is always helpful and enthusiastic when contacted by phone. Sunnyboy, if possible you might try calling him. I realize this may be awkward to do from Singapore, due to the time differential, but you might get quicker responses to your inquiry.
thomasheisig
568 posts
 
Well, selling Digital equipment created winners on both sides ... :)
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