SME,respect for the customer

I went through a similar experience with the same company. Earlier this year I purchased a new SME V tomearm. During setup I discovered that the "standard" mounting screws were not long enough for my "thick" armboard. I checked the SME website and discovered that a "long" mounting screw set is available. I sent a note to SME requesting pricing and shipping information. A week or so later a small package containing the long mounting screw set arrived from the U. K. in my U.S. mailbox.

And.........People wonder why we pay seemingly large sums of money for audio equipment. :-) Doug

Doug, it's not the case with all hi-end manufacturers, unfortunately! My own customer-service experience with SME has been superlative too; in the old days, I had sent them a check in advance for an extra part for the V (i.e., nothing was missing from the kit - I needed something extra). I duly received the part AND the check in a week's time with a thanking note!

Funny how there are companies that totally stand by the consumer (Classe and Conrad Johnson are exemplary for this) while others just don't give a darn (I had a short in a Kinergetics/Chiro subwoofer amp just a few weeks after the warranty expired... sent it for repairs, they charged $100 labor to look at the unit, full shipping costs and then told me that the unit couldn't be repaired... the kicker is that the amp probably cost about $200 to manufacture).