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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
rodac
17 posts
 

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.  

devinplombier
1,701 posts
 

To the forum handlers: We really need a face-palm emoji. Thanks!

 

upscaleaudio's avatar
upscaleaudio
265 posts
 

Right on.  Glad you are happy.  I know the woman at Pathos that you speak of.  Her name is Anna, and she worked there answering phones for years. She acted as a translator when I went to Vincenza, took a tour of the factory (friggin incredible), and went to a nice lunch.  I can’t explain in words how gracious and lovely they are. It’s a dreamy place to be...to me.  They probably think Los Angeles is the bomb.

 

I think I would chalk it up to a simple mistake on her part, which apparently she corrected. The important thing is you are happy.

rodac
17 posts
 

My memory doesn’t serve me well anymore but I do believe it was Anna I communicated with.  I’m sure they’re all nice people as you say but it gave me a bad impression as you might imagine.  I guess the stars weren’t aligned for me at the time.  You’re right, the bottom line is I’m happy now but it was a rough patch to go through.  

krell303
46 posts
 

I had never had less than satisfactory experience with Upscale Audio. Recently I've got Technics SL-1210GME Limited "Master Edition" manual direct drive turntable from them - sent them my SoundSmith cartridge for install using DS Audio headshell they have recommended as an upgrade. There were some cartridge alighment geometry issues that were communicated to me with proper details and pictures. I believe they even contacted the cartridge manufacturer - finally everything has been resolved to my satisfaction. They followed up later to make sure everything is right.

Regarding 10% discount on assesories - I've used it a few times with no issues.

 

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