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

Trying to purchase a simple drive belt for my Michell Table. It’s really just a big ’O’ Ring

Indeed. And you can buy most any belt under the sun from places like Grainger, Zoro, etc.

All belts have a standardized code number. You just need to figure out what yours is, based on its measurements. Then Google that code number. Some belts have their code number printed on them, so look for that first.

 

 

I have had many dealings with Upscale Audio, and they have treated me well.  

I've bought stuff from UA and have no problem with them, and would buy from them again if they had something I needed at the right price, but this was kinda funny;

I emailed them for suggestions for suggestions from a short-list of TT's, which included Clearaudio Concept, Dr Feikert Volare, EAT C-Sharp, and Technics SL1200G. At this time, UA did not carry the Technics line. I mentioned that I didn't care for the 'DJ-style' looks of the Technics SL1200G. This is a high-end Technics Japanese-made and hand-built $5K table. 

The salesperson emailed me back and said:

Regarding the Technics as a top choice, I would have to strongly disagree. They are, as you specified, DJ tables.(note - I never said this was a DJ table, just that it looked like one). Most of us are NOT DJs. There's no use in the home for torque, brake, a pitch slider, or a light. These tables were indeed always built like tanks (although I do not rank the current model's build quality above the older series) but I've found that they just aren't as sensitive as dedicated home listening options. Their tonearms have always been known as their biggest weakness and they really can't compete with standard hifi options. Especially when your cart gets better and better, you'll almost definitely find an issue with finding proper VTA.

A few years later, they started carrying the Technics line and got a promo email about it:

Why An Audiophile Needs A DJ Table

1) Built for the road means built for life

Being built to travel to raves or endure near non-stop use at a club means these Technics tables are engineered for a long, resonance-free, vibration-rejecting life on an audio rack. It means that this table looks and feels like high-end hi-fi: reassuringly solid, heavy, and with lots of metal rather than plastic.

2) Dropping the bass is not just for clubs

The damped chassis and gimbal tonearm of the SL-1200 series are designed to keep the seismic thumps of bass bins away from the stylus and record. At your home, this keeps out low-frequency mechanical interference from footfalls, passing traffic, appliances, elevators, and of course, the bass notes from your speakers, both directly through the air, and indirectly through the structure of your house.

3) High torque means low "talk"

The high-torque motor, which allows for quick starts and quick returns to speed after scratching, ensures excellent pitch stability as you play even the heaviest vinyl with a stylus that plumbs the deepest parts of the record. The new coreless drive motors and precision control in the current units have eliminated "cogging," a torque output instability that used to need a belt drive to smooth out.

4) Adjustability is adaptability

While the speed slider on the right of the plinth is for DJs to match pitch or BPM between tracks, you can use it to ensure your table runs at the right speed every time, compensating (if needed) for temperature and tracking weight. Also, the feet are fully adjustable, letting you level your turntable even as you struggle to get your rack level on an uneven floor.

I wrote back to Kevin tell him the irony of this, and he seemed to be a little offended or defensive that I called out the salesperson for saying what he did, and now look -  Guess it sometimes makes a difference whether you carry a line or not. I ended up buying an SL1200G elsewhere and am very happy with it. 

 

 

 

My dealings with Kevin has always been positive. On one occasion he saved me large chunk of money on a set of speakers which are my go to reference pair. I've only had one really bad experience with an electronics dealer/ amplifier manufacturer who represents a brand thats been around for over a century, but I digress. Kevin is one of the good ones out there.