Questionable service at Soundsmith


I sent my Benz Micro for a re-tipping.  After they received my cartridge I get an email on how to check status of the job.  Their website tells you retipping takes 8 - 14 weeks.  Well that came and went, I did not hear anything.  I checked the status now and then, nada.  I started to worry because it's been about a year now.  Finally, I decided to give them a call and find out what is going on.  In my mind, I'm thinking, have they lost my cartridge?  Did they misplace it?  What?  I couldn't get through, goes straight to voicemail every time.  So I decided to email an address I got from their website to ask for help.  I got a response that it will be done soon, they are really back logged.  An hour later, I get another email from another person saying it was done and ready to ship.  What?!  Did they just do a rush job on my cartridge?  Because I started to complain?  That they've had my cartridge laying around for about a year!  And here's the kicker, please pay $450 for the retipping.  Nice.  
rviloria

Showing 1 response by rhoneman

Unfortunately I had a bad service experience too.  It took over 6 months to get my Soundsmith cartridge retipped.  I called frequently and emailed often and eventually got it done.  It sounds great, but I think they should let you know they are really backed up when you send your cartridge in to set your expectations.  It seems Peter is the only one who can do a lot of these, and is schedule is too busy for him to devote the adequate time to repair the cartridges.  I would definitely recommend a backup cartridge if you send one in for repair.