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Soundsmith Relocating

I sent my Sussurro MK II ES to Soundsmith for a rebuild a little over 6 months ago. I got acknowledgement of their receipt and an estimate of 8 to 14 weeks. Since I hadn't received any status I sent an email and received this reply. I'm sure this will affect others as well so I thought I would post it here for everyones information:

Soundsmith is force to suddenly move our business AFTER 30 YEARS in our current location. As you might imagine, this is very challenging and consuming much of our time. We had almost no notice of this from the new building owner.


We appreciate your inquiry and will keep you on our list of customers to service very soon after we move, unpack, set up and re-start our reputation of unique and artisan business services of manufacturing and repair. We deeply appreciate your patronage and patience during this challenging period for us as a small company.


Peter Ledermann / President /Soundsmith

Our Phone # will remain active and the same - 914 739 2885

g9taylor
ejordan
3 posts
 

I really wanted to have a good experience with SoundSmith. I sent them a cartridge in February and I still don't have it back. I've sent several emails (all after waiting the 8-14 weeks they promised for the work to be completed). Crickets most of the time, or excuses that Peter was out of town and would look into it as soon as he returned. Peter has never had the decency to even reply to me, all I get are sad replies from Pedro that Peter will reach out to me. My last email was asking them to return my cartridge to me, and I've had no response to that email.

I would still be happy to have them do the work based on Peter's reputation, but I would caution anyone who plans to send him a cartridge to think twice.

tom2015
122 posts
 

I had the same story. 9 months wait. Was told Peter was out of town. Only he can apparently work on certain cartridges. Turnaround at Needleclinic was 48 hours. 

ejordan
3 posts
 

I just want to follow up on my earlier post regarding wait times with SS. I did hear from Peter today and I'm happy to report that he will get to my cartridge. He was nothing but kind and patient with me and carefully explained what was needed, along with the difficulties of a forced relocation.

dogberry
968 posts
 

Soundsmith have posted their new address:

Soundsmith Inc.

2A John Walsh Blvd

SITE 1 BLDG.

Peekskill NY 10566

USA

They will be able to receive cartridges for service/repair after November 1st.

tjwzrd
1 posts
 

I am too waiting for a repair/rebuild since early February and the only one who has answered calls or emails is Pedro and he keeps telling me that Peter will get back to me. I’ve had about a dozen cartridges rebuilt or repaired by Soundsmith over the past 10 years and it never took this long for any to be completed. I was certain they were giving me the runaround and lost my cartridge (an expensive Koetsu Rosewood Signature). This cartridge is over $5,000. I thought for sure it would have been prioritized but now that I saw this forum it is probably now in a black hole with hundreds of other cartridges.  Ughhhh

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