If you’ve been following the chronicles of my ordeal with the company that moved me here to San Diego; you know my turntable has been defunct since I arrived here. I was furious to find that I couldn’t listen to records.
Why not get a new ‘table? There are plenty of offerings that are shinier and have new features. The answer to that question is multi-layered. To explain that, we have to go back to 2013.
I fell in love with the sound and look of VPI, but couldn’t quantify the cost difference between the Rega and VPI. I finally pulled the trigger on the VPI Scout in 2015 while I was visiting San Diego and there was no looking back.
A person I was dating stole most of my stereo (still don’t understand why she didn’t take it all) and for the first time in 6 years, I couldn’t listen to records. After dealing with the police and my insurance company, I came across an example of the table that made me fall in love with VPI.
I was sure there would be no more new ‘tables for some years to come. I negotiated a good deal and replaced almost all the stolen components, (Amp, Turntable, Speakers) but couldn’t find a new CD player in my price range.
Fast forward to October 2016, moving day. I packed most of my components myself as I had the original boxes. Letting the moves pack my table was a mistake.
When my belongings arrived in San Diego, there were several broken items, the entertainment center for the living room, chairs (How do you break chairs?), the stereo rack was scratched and had no assembly hardware, my office chair was missing pieces, and when I got to my table, there were books packed on top of it. Books and the motor assembly was the icing on this shitty cake.
The Process
I submitted my claim on 13 December 2016 and enclosed a repair estimate from Stereo Unlimited along with it. My adjuster didn’t quite read that far into the claim file. Here’s an excerpt from our e-mail dialogue.
Adjuster – I am the adjuster assigned to your claim. We must work the claims in the order they are received.
You may send pictures, and any information you may have that will assist me in the adjudication of your claim. Any information received is greatly appreciated. If you have any questions, please feel free to reply to this e-mail. Also, please reply with your current mailing address.
Thank you for your patience and understanding during the claims process.
Me – Good evening. Thank you for reaching out to me in regards to my claim. Attached below are the findings from the shop performing repairs to my turntable. My mailing address is the same that my belongings were delivered to (she has access to the system that contains the information). I’m looking forward to reaching a resolution in this matter and glad to see a quick turnaround during the holiday season.
Persistance.
I had a phone conversation with Rhonda (my adjuster), and she stated that she didn’t receive an e-mail from me, so I forwarded it to her and informed her that the e-mail she was receiving was sent earlier, “I sent you the information for the turntable on 29 December. Here is that e-mail again.
Hi, Tom:
This will serve as documentation for your claim for shipping damage to your VPI Scoutmaster turntable and related components and Salamander equipment stand:
The 10” VPI tonearm is bent and must be replaced. Replacement cost for that unit is $1000 and is taxable.
The VPI tonearm mounting assembly is bent, and the pivot point is damaged and must be replaced. Replacement cost for that assembly is $1000 and is taxable.
The VPI motor assembly has a bent shaft. Replacement for the motor and shaft is $400, and that amount is taxable.
The Ortofon 2M Black phono cartridge and stylus assembly are damaged, and the stylus assembly cannot be replaced to repair the phono cartridge. The entire cartridge assembly must be replaced, and the cost is $755, and that is also taxable.
The time to remove and replace the damaged components, mount the phono cartridge and accurately setup the turntable is estimated to be two hours. Our labor rate is $75 per hour and is not taxable.
The Salamander Hardware Kit for the Synergy Stand is $50, and an interior replacement shelf is $45. Both are taxable.
Total for the replacement components is $3250.
Tax for the components is $260.
Labor estimate (two hours) is $150.
TOTAL – $3660.00
The cost of the repair is about 60% of the purchase price of a Super Scoutmaster, but as it is out of production…repair is the option of choice.
Seven months.
Seven months. That is how long it has taken Eagle Claims to adjudicate my claim. I could have paid out of pocket, but I felt this owed to me. I worked extremely hard to afford my simple pleasures. In short, I felt like Sonny from Goodfellas.
Fuck you, pay me!
Since starting this claim, I have:
April 24th, a check was mailed to the freight forwarder that was responsible for the moving company. When I set up a time to have it picked up, the guy I was on the phone with told he’d be coming to collect my turntable.
Fuck that.
I went on an e-mail spree:
Unfortunately, Rhonda, the payment is for more than my turntable. Are you stating that you will be issuing two checks, one to me and one to the shop whose information is listed in all of the quotes I have sent you?
You need to contact them if you desire additional information as I have provided you the quote FIVE (5) times. The quote has included their contact information on all of those correspondences.
You did not state you desired additional information in any of the previous communication we have had. This process has been unreasonably drawn out and a significant inconvenience. You have asked for information that has been provided to you several times.
I feel our conversations were meant to wear down my resolve in hopes I would accept whatever is offered to me. I am a proud member of the US Navy (not an endorsement of the US Navy) and am affronted by the hassle I had had to endure to repair and replace items that were in perfect working condition before they were handled by sloppy movers. I have risked my life for the very same people who deny me the use of items that I have worked so hard to procure.
The proceedings of our negotiations have been a heady farce.”
Now we are here. The check is in the mail, again.
I am filing a claim with the BBB and will advise you not to do business with Ocean Terminals, Covan moving company, and Eagle Claims.
Together, they have wasted half a year trying to wear me down and deny me what is mine. I can only imagine what these businesses have done to countless other customers; I mean victims.
Soon, and very soon. I’ll be returning to something with a semblance of normal in the listening room. I can’t wait to record a new Virgin Vinyl Sunday and look forward to continuing the vinyl experience with you.
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