Back in October '23 I started to have problems with my preamp, a 2005 edition Pathos InControl. Upon turn on there was a hum/throb in one channel. Hoping for a simply solution I ordered a pair of replacement tubes from Upscale Audio. When swapping out the tubes I observed that the ceramic collar to a tube socket had basically fallen apart. Not that that mattered since the hum/throb was still there. Upscale happened to be the US importer/distributor/service center for Pathos, an Italian company, so I called them for advice. They told me to ship the unit to them and they would make repairs.
I'm going to make a digression here and say what a total PITA it was to ship the preamp. I'll never use UPS again, that's for sure!
Upscale gets the preamp, fixes the tube socket and removes an annoying click at "32" on the volume control, but they could not reproduce the hum/throb. They talked to me and we agreed that they should test it a little bit longer. Just when they were about to give up a say the preamp is functioning perfectly, it completely stops working. They determine the problem was a failed circuit board in the power supply. Upscale contacts Pathos and they are told they don't stock the board, but that they could make a new board. I authorize the repair.
The first week in January I contacted Upscale for the status of the repair and I was surprised to find that it was ready to be shipped back to me. It was sitting on my front porch in less than a week.
So thank you Upscale and Pathos for providing first rate support for your product. All told the cost came to approximately $1k of which boxing and shipping totaled nearly 1/3 cost. I doubled boxed the preamp when I shipped and Upscale tripled boxed when returning. A nice touch!
Hey folks thank you SO MUCH. Man I could cry. Our success at Upscale is because I've hired the best of the best people, and they aren't on commission. It allows them to spend time with people before and after the sale. And sometimes you have to tell people they are wasting their money. But if you are honest about it, you have a customer for life.
I'm sorry the Pathos had to come back, but the factory had to fabricate the part. No other brand would have done it that I know of. They are truly the finest people I've met. Pathos is a warm, loving company, and it comes out in their sound and how they create products in-house.
And thanks again for the kind comments. I don't participate in forums but somebody sent me this.
@soixI look at it another way. It a 19 year old preamp that is no longer in production. The power supply board that originally needed replacement is not a piece they had in inventory and they took it upon themselves to fabricate a new replacement specifically for me. It may have been an easy thing to do, but it would have been even easier to tell Upscale that they don't support repairs on such old products. I've read that some manufacturers actually do that. Upscale informed me that a part on the newly fabricated power supply board failed and that's why one channel went dead. I'm not going to speculate why that happened, but it did. I've had it running now for about a month and everything seems good.
The newly repaired Pathos InControl preamp lasted less than two weeks before one channel went dead. I called Upscale and they say No Problem! Their repairs have a 90 day warranty. They send me a return authorization and a prepaid FedEx shipping label. It takes about a month, but they fix it again and ship it back to me. THERE WAS NO ADDITIONAL COST TO ME. The preamp is working fine and sounds wonderful.
Kevin Deal and his crew at Upscale are Awesome, I recently found out cat had left, sad to see her go, she was an integral piece of the analog department, I wish her well, I remember her setting up a new cartridge on my TT, she did an excellent job, I wish her well wherever she ends up, but the people at upscale are first class, including Kevin, he won't bullshit you, for sure!
I find Kevin's videos annoying but for some reason I watch most of them anyway if the gear looks interesting. I did buy a pair of KLH Model 5's from them and it was as smooth as can be, and yeah, they super-box those things; I would consider buying from them in the future something I can't get locally.
It’s late for me but I couldn’t let this pass without my complete agreement on the integrity and quality of Upscales customer service. I had a really "over and above" customer experience with them a couple of years ago that I haven’t forgotten about. Based on my experience, Upscale is worthy of trust. That’s my highest recommendation:-).
My dealings with Kevin at upscale have always been pleasurable. He gave me a very nice price on a pair of speakers, name withheld, when I called and asked his advice on a set of speakers that had the old time rock and roll sound to them. He's. the real deal.
I’ve been dealing with Kevin and Upscale for decades. They are both stand-up and honest, so it doesn’t surprise me that they went the extra mile to ensure that your issue was rectified promptly.
Glad to hear it got resolved quickly @onhwy61. Upscale is around the corner from me. Oddly enough, my visits to them always seem to be at that same precise moment when I find out finances will allow.
For years now, I also stop in once in a while just to check out their new stuff. Everyone there is really nice: Sean-Paul, Brandon, Jordan, Ken, and forgot the other guy with the beard and of course Kevin and his Sister. I’m forgetting a few others. I feel fortunate to have them so close to me. Good people and nothing but good things to say about them. Plus Kevin is a tubes, motorcycle, and car guy as well. No one I’d rather spend my hard earned money with. I’ve purchased 75% of my gear there and would strongly recommend them to others. There are a few others I forgot, but I can say everyone (including the guy in the warehouse) are all cool people.
Upscale is awesome. I bought my TT, first cartridge (Hana ML), phono stage, SACD player, integrated amp, and speakers all from them. Only if I’m in a real hurry will I go somewhere else, and that’s usually Music Direct since I can get stuff from them generally in one day.
Big ups to Upscale!
As an aside, I recently upgraded my Hana ML to a Hana Umami Blue and I'm just absolutely blown away by the Blue. I couldn't pass up the $500 off sale they had at the end of last year and I'm so glad I jumped.
Upscale is a good company. Iam very happy. with their services.if you are looking for TT or cartridges they are the one to go, they have knowledgeable rep who can help you.i bought my VPI from them with Hana cart.
My hand full of purchases from Upscale have all been top notch. Most recently with Bill. He spent a good amount of time answering my questions, asking me thoughtful questions so I could land on the wonderful Hana ML cart. Even during my sausage fingered home installation, Bill was a pro. I will not hesitate to buy from them again.
I just wish they were closer to the east coast, I'd probably visit weekly and spend too much money.. Are you listening Ken? 😁
Upscale is exceptional, I had great experience with them too, mostly with Kat who had moved on since then. But I don't doubt that the service is still outstanding, whoever is on the other end of the line.
I have bought a number of items from Upscale and their products and customer service is second to none... thanks for starting this thread and giving them the recognition they deserve! Highly recomment them.
Bought a few things from them online ranging from streamers to cartridges and phono amps. There was an extremely minor snag with the streamer being out of stock when their system indicated that they had it. Kevin stepped in and had the distributor prioritize it. There was only a superficial delay.
Also had few questions on phono amps and cartridges. Kat was awesome in helping out. Bought tubes, cables, and accessories from them. Worked with Bill and others there as well. Always solid! Can’t complain.
I stand corrected, I just did not see that I typed the word wrong even on the proof read. Then again, I am not on this forum for lessons in perfect grammar or spelling and sentence structure. No, I don't think I overreacted at all, they (Upscale) do rock, always helpful without a lot of BS, unlike some folks on this forum, I might add.
Upacale rules, Kat there had always given solid advice and hooked me up with shirts and special prices. Looks liked she moved on to SME, but she was a solid asset and why I always go to Upacale first.
WOW,that's great to hear as 6 weeks ago I bought a new Classic Remix Mk.II with the HiDac Mk.II board installed from them!
My sales rep(Richard) went above & beyond the first 10 days trying to help me sort out a TON of noise & constant dropouts from USB..Now that everythings sorted out & running perfect I can safely say PATHOS & UpScale Audio ROCK!
"advise" means "to give advice."
My advice to you, @thecarpathian, is to see if you can monetize your GPS. Make a couple of bucks proofreading news articles and 💩 like that. Otherwise you just make yourself look like a douche 💼 for free
I have been doing business with Upscale for 4 years, I have always received great advise from them and have never been disappointed with any purchase from them. Always first class service. and merchandise. The absolutely rock!
I have been extremely satisfied with Upscale. Their service person, Steve, is incredibly responsive and very helpful. It’s a well run outfit to be sure.
That’s great. I’ve always had great service and support at Upscale. I try to go to them first with any purchase…even though I’m not local. They just “get it.”
You must have a verified phone number and physical address in order to post in the Audiogon Forums. Please return to Audiogon.com and complete this step. If you have any questions please contact Support.
