I’m a long-time, non-CA, UA web user who has bought everything from speakers to amps to analog systems…to tubes from them. My first interaction was with Kat (since moved to SME), who handed me off to Sean-Paul. I have nothing but the highest regard for Sean-Paul and his analog technical competencies, honesty and assistance (digital to cables). Shipping is world-class and worth a compliment - they double box and overpack all shipments. Agree, discounts are more of “an objective,” than straightforward. Kat was a master at applying them; but agree they are not applied as cleanly as they want you to believe and I’ve found Scott Walker, The Cable Company and/or other NOS Tube web sites easier to manage trade-ins or discounts. This said, the communication and discussion around discounts and/or trade-in’s has always been pleasant and honest - even if I didn’t like the answer. As for tubes, agree with the previous comments; I’m not even sure how you would discuss with Kevin your tube needs (low nominal dollar sell). This is a specialty item, can be frustrating to buy matched sets and might even be the wrong solution for the sound you are trying to accomplish - you need to talk to someone who knows tubes and systems. IMHO there are better sites and dealers for tubes then UA - unless you know what you want and they have it on the website. All this said, my experience with Sean-Paul, has been he is a very reputable salesman to work with in building or tweaking a system. He may or may-not be able to meet your discount and/or trade-in needs, but he’ll be honest about what he can do and will work hard to make you happy/satisfied before and after the sale. In the end, its always the salesman person that makes a difference - cant attest to others there, but he is top-tier.
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?
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- 61 posts total
- 61 posts total