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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
ptrck887
91 posts
 

I have been dealing with Upscale for years, cables, tubes, LPS's and my largest purchase a pair of Sonus Faber Guarneri Eveloutions.  I have drove from Phoenix to LA to attend a couple of their Open Houses which were very informative and never a pushy sales event.  I have always found their input and service to be outstanding and IMO a top tube supplier.   

I would also rank their facility as one of the top audiophile retailers I have ever visited in the USA and I have been to many.  

Sorry your situation hasn't matched mine but just thought I'd relate a far different expereince.

Happy Listening! 

jreiter
24 posts
 

 “… boring classic rock that sounds like crap like Doors and Zeppelin albums..." When will those born yesterday understand that “boring classic rock” made whatever they listen to today possible? Anyway listen on Uncle Kevie. You know a ton more about music and gear than probably all the complainers. I’ve never been disappointed with UA. Most haven’t. 

devinplombier
1,701 posts
 

Not having a standard policy as to what to say when answering the phone, such as “this is so and so, I can help you” says something about management.

That they don't waste their time on worthless frippery?

Apparently this Upscale Audio is a business with a personality. Many will like that. Others may be disoriented by the lack of well-groomed employees in logoed polo shirts and flat-front slacks, spouting hoary yet reassuring audiophile bromides like predictable animatronics in a tired funhouse ride.

I've never had a single interaction with Upscale Audio, mind you, but from what I'm reading in this thread - and the proprietor's reaction - I like 'em already. Good on you, Upscale Audio! Keep on keeping on.

curiousjim's avatar
curiousjim
6,101 posts
 

It’s been a few years, but I bought tubes from them. Other than pushing more expensive tubes (which is his job) the guy seemed knowledgeable. For a store that doesn’t work on commissions, I definitely felt rushed.

devinplombier
1,701 posts
 

 “… boring classic rock that sounds like crap like Doors and Zeppelin albums..." When will those born yesterday understand that “boring classic rock” made whatever they listen to today possible?

Well I wasn't born yesterday but I agree that classic rock is inaudible dross. What's worse, 90% of it was recorded and mastered so crappily that it sounds terrible on any system that's any good. 

Classic rock was of course a musical evolutionary dead end, though you might understandably think otherwise if you're into country pop 😂

 

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