Are you having problems with Upscale Audio?

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.

I've been dealing with Upscale for over 20years now. I started when Kevin ran the operation from his home.

I'm kind of surprised at some of the experiences listed here as this has never been my experience with everything from calling in for tube recommendations to recently calling them about speaker suggestions for an Italian integrated that I did not buy from them, but they represent.

We discussed options and set-up an appointment on a Saturday morning. Since I live in an adjacent state and was driving through the area to visit family, I was a little apprehensive about timing, I arrived when they opened and the demo was already set-up and was able to spend an hour and half listening to a couple of different manufactures. To me that's as good as it gets.

Been seeing both positive and negative experiences. My guess is the service varies depending on which salesperson you get. 

I once called Kevin about an upgrade to a neat Marantz modified CD player I bought form them.  This goes back many years.

Speaking with Kevin on the phone, I'll never forget his advice---------------

"NOW DON'T F___ IT UP!

Such a gentleman.  Can only imagine where things are at now .

Hey guys

I thought I would add some details to this gentleman’s post:

The cartridge: You were sent a draft on September 3rd to pay for your new cartridge, but did not want to pay until we received it. We received it into inventory on Sept 18, but you had not paid the draft we sent you, and frankly, we could have called you. I’m sorry for that.  You paid Oct 22, and we expedited shipping, which was attempted on the 23rd. Bill called you once and emailed you later to check and make sure you were happy. 

This thing on the tube question baffles me.  You called and talked to Joel yesterday to ask him questions, but you had to hang up. You chatted, you wanted a call to ask questions, and Chris asked you what the questions were to get you answers.  You refused. He sent you our tube FAQ, which is pretty robust.  You chatted us through the website at 4:44 wanting a call by 5pm.  

But after all this kerfuffle, I end up calling you today to try to answer your question.  Again, you were busy and could not talk. I said I would try to call you back, which I did.  I was ready and waiting to answer this very important question, which turned out to be: 

“Do you send out matched pairs?” 

That answer should be obvious, but it’s in the tube FAQ.  Chris would have answered had you simply asked.  Of course, do we match pairs.  A  lot of Audio Research owners buy their tubes from us. I think the factory folks think kindly of us because we are so careful with their clients, and a couple ARC people are dear friends of mine. 

I told you we would send out a matched set of six (or seven).  You seemed to feel three matched pairs would be better.  I explained it’s better to have six matched, in case you mix them up.  I know this is your first time re-tubing your preamp, but I’m telling you the truth. 

As to any claim of "Don't Call Us and We Won't Call You"  I’m not fond of any website chat feature, but young people don’t like calls and use chat to make purchases.  At least we usually answer live.  Chat’s too one-dimensional.  But I'm old.

At every turn, I tell my staff to TALK to people and get to know them.  We record calls and keep every chat and email.   This is helpful to keep the record straight when people bend the facts.  

We have robust systems to determine whether or not our customers are happy, and they are. We've now gone up to 4.8 stars with over 34,000 reviews. Do we make mistakes? Of course. Do we have to say no sometimes? Of course. But if there is anything I can do to create a better outcome, I'll do it if it makes sense. This is my hobby and I've been in it for over 50 years.