Are you having problems with Upscale Audio?

Based on a number of responses here, it's hard to please everyone in any retail/service business. All my purchases/dealings with Upscale has been fantastic. The staff at Upscale say they are here to build relationships, and I do believe they do a decent job at it. Here's an example-

Purchased a Pro-Ject cd box rs2 t, based on numerous glowing reviews, here on A'gon. The sound quality was everything everyone said. Unfortunately, the fit/finish was terrible. Upscale went above and beyond trying to help me repair the unit. Finally, they offered to take back the transport in trade for a DENON DCD-A110 SACD CD Player 110th Anniversary. I jumped on it and four years later am still enjoying it.

David

I bought a tube from UA and it was a good transaction and I would buy there again. @rodac , Hi your post caught my attention. In regards to your amp popping I had a similar issue with my Rogue Monos. One had a fairly loud pop going on and off. The other had an occasional milder pop under the same circumstances. I sent them both to Rogue for service and was told the diodes were tired in both power supply sections. They are SS power supplies and I’m not familiar with your amp but just wanted to share food for thought. Now they are dead quiet. Also in my line stage tube pre I was getting popping going on and off mute. In that case I put in fresh tubes and it went away. Best of luck to you getting your amp fixed. Respectfully, Mike B. 

Hi Mike, actually it was the way they tried to gaslight me or minimize the problem that ticked me off a bit.  Also the prospect of having to ship this heavy item 3,000 mi that led me to decide to get rid of it and get the Luxman.  I’m much happier now and, actually, I think the Luxman sounds better as well!

@rodac 

" So, not surprisingly, the tech started raving about all of the amps he used to have that all popped when he shut them down and that it was no big deal.  After hearing that I got a bad taste in my mouth and decided not to bother."

My Service Manager, Josh, who takes calls, is one of the best bench techs I know.  Like at an engineering level.  I’ve never had or worked with a better tech who is so focused on the customer.  He’s been in my videos when I need help understanding certain circuits that are very complicated. 

As he told you, many tube/hybrid amps and preamps will pop when you shut them down or mute/unmute.  Some do it if the tubes are getting sketchy, but it’s not going to hurt anything.  If you have high-efficiency speakers, it’s even louder. But not an issue.

Shipping is a hassle, expensive, and risky because you must double box.  All you need to do is say "I’ll pay to ship it both ways and the bench fee". and spend several hundred dollars. Most likely for nothing.

Josh is on the customer’s side and doesn’t want them to spend money if they don’t need to. He had no reason to minimize anything. He’s trying to help you and told you the truth.  Sorry if it came off in any other way. 

Hi Upscale, thx for your sincere comment.  This whole thing started when I got the Pathos from a good buddy of mine.  It popped right from the start.  He never had that problem.  We had the same speakers so we’re talking apples to apples.  we’ve been friends for a long time so the trust is there. My communication with Pathos already left me with a bad taste.  First she lied about the mute circuit but admitted there was one after I pressed her a bit. Started off on the wrong foot with me.  I’m sure it affected my attitude when I got a hold of your tech. Perhaps you’re right that there are high quality tube integrateds out there that do have a transient noise during power up/down but as far as I’m concerned, a modern $3500. Amp shouldn’t be doing that.  Bad tubes doing that? I wish someone would have mentioned that as I would have tried swapping them out to see.  In any case, it’s all behind me and I’m in a better place now with the equipment I have.