IMO, every large company must produce a duff product occasionally but it's how they rectify the problem that really matters.
IMO, every large company must produce a duff product occasionally but it's how they rectify the problem that really matters.
Hi guys,
Thanks for your comments of concern about my cartridge and tonearm. They are much appreciated and show the true community spirit that we have created here on AoS :)
I completely agree, Dave. Therefore at the moment I'm simply allowing Ortofon and/or Henley to resolve the situation to my satisfaction at their earliest possible opportunity.Quote:
IMO, every large company must produce a duff product occasionally but it's how they rectify the problem that really matters.
For reference, the sequence of events up until now has been as follows:
23rd November 11: received faulty SPU cartridge from Ortofon, leading to mishap with tonearm. As directed by dealer, returned cartridge to Henley by Special Delivery. Spoke to dealer about him attempting to fix the arm. It was arranged that I would bring the tonearm to his shop the following day, which I did.
24th November 11: Henley confirm receipt of the SPU, and acknowledge the fault. Went to dealer, as outlined above, but unfortunately he could not fix the arm. As it was late in the evening, near closing time, the tonearm was returned to Henley by the dealer the following day in order for it to be sent back to the manufacturer.
25th November 11: Dealer confirms that the tonearm has been sent to Henley.
{Weekend then follows}
28th November 11: Dealer confirms that Henley have received the tonearm. No confirmation yet that it (and the SPU) have been returned to Ortofon.
29th November 11: Informed by dealer that unfortunately he didn't have a chance to call Henley for an update.
30th November 11: Dealer confirms that both the tonearm and SPU have been returned to Ortofon. I've asked dealer if I'm getting replacements or the original items repaired to the required 'as new' professional standard, and am told by him that he "presumes" that it will be the latter, in order to have the items returned to me in the quickest possible time; an arrangement which, should it be honoured as agreed, I would be happy with.
Dealer promised to come back to me today (1/12/11) with an update from Henley, regarding the above, and whether Ortofon have now received both items, and if so, an approximate E.T.A (back to me) for both the repaired and/or replaced tonearm and cartridge.
I am currently awaiting said update. Once given, I will report here, and from then will update the thread whenever I receive new information. This will therefore provide a written account, for reference, of how long it has taken Ortofon (and Henley) to resolve the matter to my satisfaction :cool:
To date, it is 6 working days since the problem occurred and was reported. I am reasonably happy with progress so far.
Marco.
We're watching this unfold with great interest, Marco. Here's hoping for a good result.
Cheers, Martin!
1st December 11: Advised by dealer (who had left a voicemail on my mobile, just after 3pm, which I've only now discovered because my phone had been switched off) that Ortofon now have both items in their possession and will be producing a report either tomorrow or Monday.
After the report has been carried out, I will know whether my tonearm and cartridge will be repaired or replaced. It has been envisaged that I should have both items back to me by the end of next week at the latest.
I'm happy with that for now :)
Marco.
Well, to be honest, that's quicker than I expected :) - so that's good.
We took this incredibly seriously and I have been personally communicating with the CEO of ortofon regarding this and would expect an answer by the end of play today. The cartridge was collected by us and DHL'd straight to Ortofon.
For what it's worth, the failure rate with ortofon is less that 1/1000 as thier QC really is way above the norm. That's why we took this one so seriously.
Let's face it, we all make mistakes and there isn't a manufacturer that never has a QC issue, despite what other posters think ;) but it's how you resolve the mistake that matters, and I sincerely hope that the OP leaves this one smiling.
Assuring you ALL of our best attention at all times.
Laurence Armstrong
Managing Director
Henley Designs
Brilliant stuff, Lawrence... Nice to see you here, and much appreciated! :clap:
Marco.
I think this incident is going to end up very well in deed for you Marco. Big respect to Mr Armstrong to take his time and explain the situation on the forum, this kind of customer service is very rare now days unfortunately :( .
Quote:
Originally Posted by henley
Indeed, Juha, and not only that, Lawrence has kindly offered to send me a set of these rather nice LW-800S headshell cables, with his compliments, for my inconvenience:
http://www.ortofon.com/index.php?opt...187&Itemid=181
How many other importers/manufacturers would do that? :)
That is what you call 'going the extra mile' for your customers, so hat's off to Henley (and Ortofon) for their superb customer service. I hope to have all three new items with me shortly. As they say, 'all's well that ends well'....
Thanks again, Lawrence! :cool:
Marco.
First class service Marco. Not often seen in these days of mass consumerism.
Best of luck.
John :)
Quote:
Originally Posted by henley
Blimey, where's that rule book gone? You know - the "you must introduce yourself in the welcome section" or doesn't that apply to mates?Quote:
Originally Posted by Marco
No offence - just an oddity.
Anyhow, I'll get my coat ;)
You can borrow mine if you can't find yours :eyebrows:Quote:
Originally Posted by Ant
Attachment 5675
I do tend to agree though...
Oh do you now?
Lol, well, Lawrence is not my mate... I suspect that he joined simply to help resolve my problem, although he is welcome here anytime :)
Anyway, have you dafties not got something more positive to say, such as congratulating me that my arm and cartridge woes are over, rather than being pedantic about freakin' welcome threads? ;)
Marco.
Hi Marco,
Congratulations that your arm and cartridge woes are over, however, it's not pedantic - it's the rules ;)
Joking aside - glad you got it sorted :)
Ant
Churz, dude - it's been a nightmare doing without the new toys I should've had to play with a bloody week ago! :cool:
Marco.
:lolsign: Sorry Marco, as I'm sure you are aware I was only agreeing with Anthony RE the introduction thing ;)
Yes of course I'm happy you have things moving in the right direction chap! It's not like I have ignored this thread, I have read virually every post, but I didn't think I had anything really positive to contribute.
Even my sympathies would have probably seemed a little meaningless as you certainly look like you have it a plenty, yes, & from me to :eyebrows:
Hope it all comes together soon chap, xmas is just round the corner & it'd be no doubt superb to have everything 100% aligned for the holiday period, when you can then relax & thoroughly enjoy it :)
Nail > head, daddy-o!! :rave: :gig:Quote:
Originally Posted by Reid Malenfant
Marco.
Guys,
Just a small update... I've been told by Henley that the new arm, cartridge and headshell leads have been sent by courier to me today and will be with me tomorrow :yay: :yay:
Full report tomorrow, when they arrive!
Marco.
nice one marco,all's well that ends well.
Sounds like it was a well delt with,by all concerned.
That's great service, Marco. I'll bet you're relieved!
I recon Marco will be up with the Larks this morning all excited :eyebrows:
Lol - you're not far wrong, dude!
Anyway, the stuff has arrived, safe and sound. Upon examining it, everything looks ok, but I haven't used any of the items yet, so will report back then.
{Edit: upon checking more closely, the little ruler that was supplied the last time, in order to measure the correct spindle to pivot distance for the arm, appears to be missing, but that's all.}
Off now to fit the SPU, for starters, onto the Jelco arm that I'm currently borrowing from David Brook, and then spin some tunes!
Laters :cool:
Marco.
What? You're not fitting the Ortofon arm RIGHT NOW?!!
Dom's gonna do an expert job of it for me at the weekend (with a temporary armboard Speedy Steve's made from birch ply, and also modifying the existing armboard to allow for greater VTA flexibility, until my proper ebony one is ready), so I'm being patient until then :)
I've been listening to the elliptical-tipped SPU for the last hour or so, which of course is still running in from new, but what I'm hearing at the moment is simply stunning (big and bold, with tuneful and extended bass, and bristling with sparkly detail and clarity, and oh so addictively musical, in the traditional SPU way), and MUCH better than my old spherical-tipped one was, and that was none too shabby...
I can only imagine what this thing will do on the end of the RS-212D!! :eek: :wowzer:
Happy days! A big thanks again to Simon, Adam and Lawrence at Hi-Fi Sound and Henley, respectively :cool:
Marco.
Henley are now sending me the missing 'alignment ruler' today, by courier, so I will have it tomorrow. Top service again, chaps, and much appreciated! :clap:Quote:
Originally Posted by Marco
Marco.