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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?

 

 

mijostyn
mijostyn's avatar
mijostyn OP
8,570 posts
 

@daveyf , 

I agree but all dealers are not like that. Some are.

@lewm 

Porsche replaced a lot of those engines even after the warranty ended. They sent letters to the owners of those cars telling them to get the intermediate shaft bearing replaced because in a few months they were not going to support it anymore. The suits come after. 996's are cheap because their ass is not fat enough and they have stupid looking headlights. However, the turbo version has a fantastic engine and is a steal if you can find one. I own a 17 year old Porsche. What is wrong with that? You jealous?

@pindac 

So far so good. Steven has been very responsive. The cartridge arrives at his shop today.  The lesson is that I should have looked at the warranty before buying it. That would have killed the sale. I have to say that the Hana Umami Red looks like an excellent cartridge for the money as does the Mutech. 

lewm
14,727 posts
 

Yes, for a period of time  Porsche replaced some engines after the problem became a public disgrace. Replacing the bearing is not a panacea, because the problem is in the design itself. A few US based companies made replacements with a different design, less likely to fail. I don’t know how that worked out.  Anyway high end car companies are not paragons of virtue when it comes to customer relations.

rsf507
2,586 posts
 

What about SoundSmith cartridges? Made in USA, great customer support and rebuilds at a fraction of original price. 

karl_desch's avatar
karl_desch
472 posts
 

It would be nice if the warranty was longer than 90 days.  Especially for the subtle defect that @mijostyn detected. This is a defect in the cartridge coils, not something that the owner did to the cartridge. Should be a lifetime warranty for certain functional aspects that exclude stylus and suspension wear and tear. 

pindac's avatar
pindac
4,058 posts
 

@karl desch, VAS works quick, as the Cart' arrives at his premises today.

Are you in direct communication with VAS on this matter. as there seems to be a knowledge of the cause of the fault addressed in your post. 

The findings of VAS are welcomed to be shared, speculation on such a sensitive matter, is not really appropriate. 

The only two things that are seeming accurate at present are $11K and 3 Months Warranty, even the usage of 75 hours might not be on the money. 

A Post has already been pulled for an unknown reason, maybe the content was a little too much, I missed the chance to read it properly. 

Even though the opening suggested I needed $11K to have a similar experience to the OP, which I am struggling with as being a correct assumption from the OP. 

The Umami Blue, is a Cart' that is growing in user support, and certainly has created the idea in my thoughts, that it will sit in well with a Ortofon Model, I am attracted to, especially as the Blue is approx' 2/3's cheaper. 

 

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