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Are you having problems with Upscale Audio?

Hi All,

From memory, it seems that many are satisfied with Upscale Audio.  So, I am wondering if The Times Are A Changin?

To date, I have two interactions and both have been difficult.

a.) I purchased a $4k cartridge (see my system), using a trade-in program.  When I called to follow up, they told me that I needed to speak with someone who was unavailable (out of the office for a while).  When I called again, I was simply told that UA customer service would get back to me with an update.  That never happened.  SIX WEEKS later, I called to complain.  Apparently, they lost track of my order.

b.) Today, I am looking to buy a set (7) of tubes from AU and have a question or two before making the order.  Frustratingly, after two calls and three emails, I am continually referred to the website for all tube-related information. 

Their customer service seems to be "Don't Call Us and We Won't Call You" (just look at our website and email us).  That attitude is a sale killer.

So, unfortunately AU is quickly becoming a vendor of last resource.

Anyone seen a change in AU's level of service, or has it always been this bad?

inagroove
ozzy's avatar
ozzy
7,831 posts
 

I have found that several times, via the phone, they seem to be rude.

"Either buy it or don't call for info".

ozzy

hilde45's avatar
hilde45
6,077 posts
 

Shaming them here will probably wake AU UA up.

willywonka's avatar
willywonka
504 posts
 

I live in California and have never done business with them. A few years ago I called them to discuss a DAC and the salesperson kept going on about how bad MQA was. I wasn't even asking about that! I decided they weren't the company for me. I've had bad customer service from MANY mainstream companies the last couple of years regarding products I was interested in and many times never even got calls or EMAIL's returned. That just shows me how bad their service would be after the sale and I never do business with them.  

fastfreight
1,314 posts
 

They have always been helpful to me.  Info on tubes, streamer, DAC...

oberoniaomnia
389 posts
 

I have dealt with them repeatedly, and lately I consider them engaging in deceptive business practices. I purchased a VPI SPS table with ADS from them, then wanted to trade it in for a Rega Naia. Lots of advertisement for trade-ins on their website. They initially said that they do not take TTs in for trade, even purchased from them!!! Eventually, they took it for something $2,250.

The 10% discount for repeat customers is also a fantasy. They gave me some sob story on Rega not letting them do that [could be, who knows] and that they would give me a $1250 store credit. OK, why not, even if 10% would be rather $1700.

Now I am looking to upgrade a PS, and try to take advantage of the $1250 store credit. I was told that it was EITHER 1250 store credit OR $2K trade-in, which is not what their communication said. So that means that the trade in for a VPI SPS w/ADS is $550, given that 10% on a 17K Naia rig is about $1700. I am not amused.

I also tried to get a demo set up to hear whether there are differences in TT plinths, so a demo of same cart on different plinth. They flat out refused even with 2 month lead time. 

I think I had it with them. There are other vendors for Audio equipment. Maybe uncle Kevin is loosing his grip/touch on his minions.

I am glad I am not the only one. So agree, avoid upscale audio.

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