Upscale Audio is up front with customers

Here is a customer service story from me about Upscale Audio. A true story. I recently bought a turntable from them. They had to order it from the company. I told them I had a used cartridge that I wanted to send to them as they offered free setup on the tonearm/cartridge. No problem as stated by the salesman. I sent the cartridge in and waited. About a week had passed since the cartridge had arrived and I didn’t hear from them so I called Upscale. Long story short, they lost the cartridge. Yes this is true. They even looked at security cameras and was able to see the carrier bring in the package. After I got a call from the manager of the analog department, he asked me how I would see this come out as a fixed situation after I had canceled the purchase of the turntable. I told him you would have to gift me a NEW cartridge of the same brand and model, mount it and send the turntable and cartridge. I re-purchased the table. They did as I asked and they bent over backwards to correct the situation. I left out prices but the cartridge was not a budget model. Good work Upscale Audio.

Uncle Kev, hey man I am happy with the turntable I bought from Upscale and the cartridge. It sounds stellar and I am getting in some good listening sessions. I really do think you guys do a bang up job (even though I have never been to your store). I understand things happen and you guys provided excellent customer service to me. Don’t just take my word on it just look at the majority of the comments here. Thanks to your sales dept, analog dept and even to the guy whose wife had the baby.... that’s what life is about. Most importantly, you have built a great business and I am sure you should stand back and see what you have done over many, many years by providing quality gear for musical enjoyment and sound advice. That’s very cool....