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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
samzx12
1,256 posts
 

Guys I have never had a problem with Upscale in over 20 years in this hobby.  Spoken personally with him on numerous occasions and he’s been very passionate about this hobby and everything he sells. I know he’s human and so is his help and mistakes can be made but some of the above posts baffle me. I had a problem with a Lumin T2 a few years ago and didn’t buy the unit from them directly.  A friend of mine did and he sold the T2 to me but Upscale worked with me to fix it. Another instance I bought a Hana Umami Blue cartridge while they were running a very nice sale.  I was considering upgrading my VPI Classic 1 but the vinyl person said keep it and enjoy the cartridge.  That tells me something about their customer service.   

cey's avatar
cey
372 posts
 

look, his showmanship is great entertainment. cant take it too seriously, but its good stuff. i like when he cracks open an amp and shows whats in there, which is pretty important. his tube prices are over the top, i guess to pay for the showmanship.that bein said, ive never bought anything from there, but i have shopped online and had a phone call or two, and the folks who spoke with me were helpful. 

im not surprised by bad business communication. the modern standard is non-communication. 

 

normb's avatar
normb
216 posts
 

I never much cared for their reputation nor their store motto (from their website)

“At Upscale Audio, we treat your system like it's ours.” which can be taken several ways.

After a few unreturned calls and emails, I gave up on them years ago.

YMMV.

rooze's avatar
rooze
690 posts
 

Only ever had good experiences dealing with Upscale over the years. Kat was a gem until she left. Kevin is one of the industry characters and has always been helpful when I’ve dealt with him.

I detest these types of threads. Occasionally they might work to prevent someone making a mistake with a rogue supplier but usually they’re just an unjustified stain on whomever is the target.

 

malatu
67 posts
 

Upscale Audio?  A+   Based on y experiences.  Except for used purchases, that’s  my go to place for audio purchases.  

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