I’ve debated long and hard about sharing this, but after loosing another audio piece, my experience with Upscale Audio has reached a point where silence feels like complicity.
First, let me be clear: this isn’t a post born from bitterness. It’s about principle, and how a respected company’s public image of “boutique customer service” can contrast so starkly with what happens when the cameras are off.
Several months ago, I expressed interest in purchasing some
Parasound Audio. I spoke with Ken, a true professional and, frankly, a bright spots in their organization. At the time, there was a unit available. My call was made late in the afternoon, I needed just a little time to soak on this $2,000.00 plus purchase. I called the next morning and the unit was gone. It would have been very nice if Ken had simply said, if you are seriously considering the JC-3+, we can place a hold on it until say 1 PM tomorrow, however that was not offered at all, but think what an impression that would have made! Obviously I was very dissapointed, but said nothing, it's just not about helping the customer these days.
Fast forward to last week. I was searching for a nice SACD player and the salesman Richard just happened to mentioned another JC-3+, this one an open box. I asked him to inquire if Ken or Kevin (the owner) would consider a price adjustment. Given the turbulent situation with Parasound and the fact this (silver) unit was not exactly flying off the shelf (Parasound themselves claim only 2% of customers” would want it, that is exactly what they said, they sold 2% silver anything), I thought it was a fair ask.
Richard promised to get back with me later that same day after speaking with management.
In addition to the pricing, I asked Richard three very basic, reasonable questions:
Are there any visible
I’ve debated long and hard about sharing this, but after loosing another audio piece, my experience with Upscale Audio has reached a point where silence feels like complicity.
First, let me be clear: this isn’t a post born from bitterness. It’s about principle, and how a respected company’s public image of “boutique customer service” can contrast so starkly with what happens when the cameras are off.
Several months ago, I expressed interest in purchasing some Parasound Audio. I spoke with Ken, a true professional and, frankly, a bright spots in their organization. At the time, there was a unit available. My call was made late in the afternoon, I needed just a little time to soak on this $2,000.00 plus purchase. I called the next morning and the unit was gone. It would have been very nice if Ken had simply said, if you are seriously considering the JC-3+, we can place a hold on it until say 1 PM tomorrow, however that was not offered at all, but think what an impression that would have made! Obviously I was very dissapointed, but said nothing, it's just not about helping the customer these days.
Fast forward to last week. I was searching for a nice SACD player and the salesman Richard just happened to mentioned another JC-3+, this one an open box. I asked him to inquire if Ken or Kevin (the owner) would consider a price adjustment. Given the turbulent situation with Parasound and the fact this (silver) unit was not exactly flying off the shelf (Parasound themselves claim only 2% of customers” would want it, that is exactly what they said, they sold 2% silver anything), I thought it was a fair ask. Richard promised to get back with me later that same day after speaking with management.
In addition to the pricing, I asked Richard three very basic, reasonable questions:
Are there any visible blemishes or cosmetic issues?
Is it the newer faceplate design or the older model with pilot light on the top?
Would this unit carry any Parasound warranty, or not, a serious concern with Parasound?
Would they consider any flexibility on pricing?
I wasn’t demanding. I wasn’t haggling. I was doing my due diligence on a $2,000+ product.
That day came and went—no callback, no email, no follow-up, nothing.
Tuesday passed. Nothing, no communication with me at all.
By Wednesday, after leaving a written offer with no response, I called and spoke with Richard again directly. His answer? He has no information on my questions and then said oh heck, it looks like that unit sold.
For the second time, a silver JC-3+ slipped through my fingers—not because I was indecisive—but because Upscale Audio failed to extend basic courtesy and follow-through.
In total, I asked for five minutes of professional attention, and received none.
I’m sharing this not as an angry customer lashing out, but as a cautionary tale. Upscale Audio promotes an image of elite customer service, even publiclyclaiming they aim to make customers “Super Happy”
” But when faced with a simple scenario that called for human decency and professional follow-through, they responded with silence, indifference, and transactional neglect.
I still want to purchase a silver Parasound JC-3+. But at my senior years, I just don’t have time to be treated like a disposable sales lead. Customer respect shouldn’t be a luxury—especially not from companies that thrive on boutique reputations.
I’ll leave it at that. My hope is Upscale takes this as an opportunity for reflection. This is not an attack. It’s a factual account of my experience. My hope is that Upscale Audio—and others reading this—reflect on how easily customer trust can be lost through simple neglect. I wrote to the Sales Manager Ken, on July 31st and asked him to please find me another JC-3+, since that time, crickets??
