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?
I am going to do business with @upscaleaudio based on the response here. Love live answering of the phone, no chats, and esp. this comment: I’m not fond of any website chat feature, but young people don’t like calls and use chat to make purchases. At least we usually answer live. Chat’s too one-dimensional. But I'm old. These are my kind of people. |
@emergingsoul Crazy Eddie got into some serious legal trouble, that's what shut him down. |
With brick-and-mortar audio retailers continuing to disappear, many audiophiles no longer have access to a knowledgeable local dealer who can answer questions or provide guidance before a purchase. As a result, I suspect companies like Upscale Audio now receive a much higher volume of inquiries from people outside their normal sales territory. Many of those callers are likely seeking technical advice and product recommendations rather than intending to purchase directly. After gathering the information they need, they may ultimately shop online for the lowest price. While that is understandable from a consumer's perspective, it also places a significant demand on retailers who invest considerable time and expertise into helping prospective customers. |
If you’re waiting for six weeks to hear back from somebody? you’re just setting them up for a fall… People make mistakes so if it’s been a week or two or three and you’re upset, pick up the phone. Don’t wait and do it here six weeks later. I'm happy that any company has people willing to talk on the phone, it's an AI world more and more every day. Call them |
