Audio Research customer support???

Trying to get info on ref 6 upgrade and very tough getting hold of this company.

is this a good co to deal with?
FWIW I think ARC relies on its dealer network to deal with potential customers. Most folks who own ARC products and need service are usually more successful, although perhaps not as before when it was outstanding. 
ARC has excellent customer service, although I'm sure Covid has presented them with challenges.  However, as @newbee suggested, you might want to start with your dealer first. Most ARC dealers also offer first-class customer service.
I was requesting technical assistance and good timely and competent help. Did you shoot them an email, the telephone tree did suggest just that at the end of the day ;-)