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Very Bad purchase from upscale audio Acoustic Zen Adagio

This was not my first purchase from Kevin Deal at Upscale audio. I am a entry level audiophile. My PrimaLuna Dialogue Premium HP and Dialogue Premium Preamplifier have given many hours of enjoyment. I have purchased well over 1K in tubes from Kevin. This purchase took me over the 10K mark with Upscale Audio. I am not a rookie to audio or tube amplification. I have had a successful tube amp repair and design shop since 1993. 
My concern.
Here is the description of the Acoustic Zen Adagio from Upscale audio's website.
This pair of Adagio's from our demo room are also the last pair of Adagio's in our inventory. The Adagio is such a sweet sounding speaker and is perfect for those who really like to get inside the music. The pair we have are in the stunning Figure Red wood finish. The baffle style is the original (and better sounding) non-tapered baffle, as pictured. Price $2499.00 plus shipping
Ok.
I called Kevin and talked to him on the phone.  I asked him if he would entertain an offer. I told him that I had seen the same speakers offered on Audiogon and Audioasylum for considerably less.
He said I am a retail store and back my products. He also said this and I quote " Those people are just guys in their underwear scratching their asses." I am a store.
I trusted the description of the speakers and I trusted Kevin.
Total price. $2839.  $2499.00 plus $340.00 shipping to NC.
The speakers arrived and I couldn't wait to unpack them and hook them up. The packing was great. My anticipation was greater.
Left speaker Tweeter DOA. The same speaker had a shameful reject finish.  The lacquer was so clouded you can hardly see the wood figure. The back of the speaker was loaded with black specks under the lacquer. These speakers are seconds, rejects. I sent Kevin Deal 4 emails referring to the fact that this really was a bad deal.  It has been 3 days and no response.
On the other hand Robert Lee ( Owner of Acoustic Zen)  responded immediately to my email asking for help with the DOA Tweeter. I sent it off next day air to him and today responded that it is on it's way back  to me.
Somehow Kevin Deal's Train ran off the tracks so don't ask for your money back

rbogartr

Showing 5 responses by hgeifman

hgeifman
2,296 posts
 
I see the DOA tweeter is being replaced but what about the finish where the lacquer was clouded  and the back of the speaker was loaded with black specks under the lacquer?   Based on this description and I would return these speakers to Upscale Audio.   

Is it possible the packing material and/or shipping caused these finish problems? Or, did the package receive some water damage during its shipment?  Since the tweeter was DOA, is it possible some kind of shipping damage occurred that caused these problems?   

I believe the best way toward a resolution is a phone call with Upscale Audio to discuss, review and get resolved.  Voice messages, emails and posting on Audiogon is not the solution (my opinion).    
hgeifman
2,296 posts
 
Based on the DOA tweeter and the speaker's damaged finish, it is my opinion you should immediately RETURN your Acoustic Zen Adagio speakers to Upscale Audio for a full refund. It is very unfortunate you had these problems but facts are facts. You paid good money for a product that was not delivered in an acceptable condition.

As you noted, you might be able to replace the tweeter but will it be properly balanced to the tweeter in the other speaker?   I suppose the speaker could be returned to Acoustic Zen for refinishing but I suggest you not do it.   For what ever reason, your speakers were not delivered in a pristine condition and should be immediately returned to Upscale Audio for a full refund.

As was noted above, if you ever decide to sell these speakers, you are going to have serious selling problems because of their unacceptable finish.  The bottom line is the speakers were delivered in a damaged condition and you should NOT spend any more time having to get them repaired or even accept them in their damaged condition.

If Upscale Audio does not accept responsibility, then you should be protected by either your credit card or PayPal. 

I suggest you call Upscale Audio and tell them you are returning the speaker for a full refund.  I also suggest you send them an email (verify their correct address) followed up by a written letter of your intent to return the speakers (you need this in writing).

Several others above have also suggested you return the speakers.  I am afraid that if you keep the speakers, you are not going to be happy regardless of any repairs made to the damaged speaker.  I hope my above comments help.    



hgeifman
2,296 posts
 
slaw,  I am very sorry. The only point I was trying to make is that Upscale Audio reached out to its customer with a resolution and was trying to contact the customer.  rbogartr needs to contact Upscale Audio for a resolution. 

Of course, rbogartr can handle this any time he wants.  Since he posted the problem here and on another sites, I thought he was anxious to get it resolved. Hopefully, a phone to Upscale Audio is needed and postings here cannot solve his speaker problem.    



hgeifman
2,296 posts
 
rbogartr, As noted by Upscale Audio above, please call them ASAP and resolve this issue.  The ball is in your court!!

This issue should be closed.   

hgeifman
2,296 posts
 
Rbogartr,  One hundred and forty one (141) Audiogon members have made comments and suggestions regarding the tweeter and finish problems with your Acoustic Zen Adagio speakers.   It was an amazing amount of useful information that I hope you found useful.    

In summary, I believe the major suggestions included a cash refund, speaker refurnishing or return the speakers to the retailer.  

Have you decided what you are going to do?  Please let us know.
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