Are you having problems with Upscale Audio?

I’ve had one good experience and one not-so-good experience with Upscale Audio.

The good: A few years ago I called looking for advice on a sub-$1,000 turntable. The associate recommended a Rega P2 (about $775 at the time) and suggested upgrading to a Hana high-output moving-coil cartridge. When it arrived, it was obvious they’d taken the time to set everything up (tracking force, alignment, etc.), included clear instructions, and even added a handwritten note explaining what to do first and to call with any questions.

The bad: A little over a year ago I bought an Sbooster linear power supply for an older Bluesound Node, only to discover it wasn’t compatible. I emailed to confirm, then called to discuss alternatives, including selling the older Node for a newer compatible model or moving to something like a Cambridge Audio CXN. I ultimately decided to hold off and returned the Sbooster for a refund.

UPS showed it had been delivered, but after a couple of weeks I realized the credit still hadn’t appeared on my card. I called, they apologized, said there had been a  mix-up, and processed the refund immediately, which I appreciated. Still, I didn’t love having to remember to follow up on what should have been a routine refund.

Overall, I’d say my experience was one very good transaction and one that ended fine, but only after I had to prompt them. And I still enjoy Kevin Deal’s passionate YouTube videos. 

I have ordered in the past.most communication is e mail and have not tried to communicate with live person.i do like the infomercials he does. Just bought a primaluna cd player but have not plugged it in yet. Glad Kevin did not get eaten by the bear.😃

 Upscale Audio, Met Kevin at the show in Costa Mesa years ago bought some tubes from him he personally took the order even though he was very busy with the hubbub of the show. Again a couple of years later in his store listening to a pair of Focal speakers that I did not appreciate, He told me i would like Tannoys out of the blue I left.  Years later bought a pair of wireless B&W headphones a very good purchase.This January I went to his store to buy an Eversolo A8 did not buy one though no discount something about tariffs no room to discount product, But the salesman was very polite and professional . I was invited to hear a demo system one of their other people just finished setting up for an audition later that morning. that system sounded fabulous Fyne TOL speakers with dual dual subs with a Prema Luna stack quite the system. The employee had spent the entire morning setting up that demo. So they do care and spend time to please their customers. I just ordered a pair of DH speaker cables from them received them the next day. I have never purchased big buck equipment from them maybe a thousand in total but I have always been treated in a professional manner. They are a business I believe they try their best, Sometimes you win one sometimes you don't.

"The high end crowd can be a difficult bunch. "....Ya think??? I'm a fan of UA...Too many attention seeking blow-hards in the Hifi world and that wears thin after a very short time. 

I have purchased several pieces of gear from UA in the past. They were always rude and uninterested in each transaction. When I bought a set of KT150s, they were of zero help, said they didn't give advice about tubes, just sold them. That was my last purchase from them. At one time, I think they were a pretty good dealer, but I think that ship has sailed.