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
This is direct from the Soundsmith website. 

"Q: How long does it take to get the work done?

A: That depends on the number of customers who sent in work ahead of yours. Our services are in high demand world-wide. Repair queue is typically in the 6-12 week range. Each and every customer gets the full measure of my 40 plus years of experience and skills."

Common sense tells me that one should call Peter first to get a real-time estimate for how long the repair will take. It states the queue is typically between 6-12 weeks but this all depends on the number of customers already in the queue. Clearly, this could stretch beyond 12 weeks especially when the guy is taking care of his ailing family. 
I think Soundsmith is great. I've had my Grado Statement 1 retipped by Peter twice and just recently he repaired a Benz cartridge that had a bent cantilever. Considering the retip from Grado is a $1,000.00 I think $450.00 is very reasonable. Also, his retip uses a better stylus than Grado and the Benz I had done. They even sound better. I can wait 14 weeks and a little longer. They've always turned around my cartridges in that time period. So sorry for your losses Peter I have gone through cancer with my partner and my sister. Luckily they have both survived and are cancer free so far. They and I have been very blessed. Keep up the good work! Sometimes things just happen and I'm sorry the person who started this session had a difficult experience.

I was told right up front 16 weeks.  I am OK with it and I know my Benz ref s will be as good as new when I receive it.  Hang in there Peter,  my thoughts are with you and your family.
Thank you Peter for taking your time to answer this thread--your explanation of your family and the medical conditions brought tears to my eyes--I am a pensioner with tests regularly for the Conditions that may come up.May I wish for your time of need to be short and the outcomes with dignity you would so be deserving.

Who like myself that has always been welcomed into your Rooms at the Shows can forget the affable and friendly manner you always accord with style and warmth

Stay strong and brave

Des Williams