My Recent Experience with Upscale Audio – A Lesson in Customer Indifference

[LiteJazz53]

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:

1. 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:
   
   1. Are there any visible blemishes or cosmetic issues?​
   2. Is it the newer faceplate design or the older model with pilot light on the top?​
   3. Would this unit carry any Parasound warranty, or not, a serious concern with Parasound?​
   4. Would they consider any flexibility on pricing?​
2. 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??
   
   
   
   
   
   
   
   
   
   
   
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[TankTop5]

Cautionary tale… lol

These guys probably deal with tons of lookers. The fact that both units sold, one while you were thinking about it and the other while someone was considering your offer just might be a clue for you.

I think you should reread your post in the mirror.

 

[TLS Guy]

Cautionary tale… lol

These guys probably deal with tons of lookers. The fact that both units sold, one while you were thinking about it and the other while someone was considering your offer just might be a clue for you.

I think you should reread your post in the mirror.

You are absolutely correct. I bought an item from them, and I did not hang about, but snapped it before someone else did. I had good seller service.

It is hard enough making a living in this business these days. Procrastinators like this guy usually end up not buying, so you loose a sale. So if they had a hot prospect ready to buy, then that buyer deserves it, and the seller has earned the sale.

My advice to this poster is NOT to be a ditz. This this new member should learn strike while the iron is hot. He should be ready to buy before he wastes the seller's time.

 

[TankTop5]

You are absolutely correct. I bought an item from them, and I did not hang about, but snapped it before someone else did. I had good seller service.

It is hard enough making a living in this business these days. Procrastinators like this guy usually end up not buying, so you loose a sale. So if they had a hot prospect ready to buy, then that buyer deserves it, and the seller has earned the sale.

My advice to this poster is NOT to be a ditz. This this new member should learn strike while the iron is hot. He should be ready to buy before he wastes the seller's time.

Exactly! I spent most of my adult life in sales. One guy wants to think about it or ask me to lower my price and get back to him, I’m only calling if I’m really bored. Next guy comes in with his wallet out, he’s leaving with the product. I don’t owe customer A another moment of my time.

If you want a better price take out your wallet and say I’ll buy right now for X price. I’m not throwing hundred dollar bills across the table until you tell me to stop… lol

 

[Mikado463]

First off, Light Jazz, welcome to the fold. As for your experience with Upscale Audio and IMO, dealing with a phone / internet purchase is totally different than a walk in to a brick & mortar establishment. Could they have communicated better, probably but a Tank said they get 'tire kickers' all day long.

You've got two strikes, don't swing and miss on the third !

 

[Teetertotter?]

My Mustang sold, this past January, via the internet, within 2 weeks from advertising. First guy came with very little discussion and said he would think about it, The next day, the second individual showed up, took a test drive, pulled out an envelope and offered $300 less than asking. I said, "No," then went inside our house and signed the title over. Done deal.

 

[LiteJazz53]

Cautionary tale… lol

These guys probably deal with tons of lookers. The fact that both units sold, one while you were thinking about it and the other while someone was considering your offer just might be a clue for you.

I think you should reread your post in the mirror.

My friend, what would the clue be. I took responsibility for the first one getting away from me. I suppose I was thinking of the wisdom coming from Parasound's new leader, no one wants the silver units, his demand for silver units was 2%, so my "I want a silver unit" caculator was off a bit.

However, I was right on track on unit #2. I had my card out ready to spend the bucks. I asked the salesman Richard (4) questions, not 10 or 20, for simple questions, where he could have easily put me on hold, come back, answered those simple questions, with those questions answered.

I either would have passed or immediately given him a card number, DONE, SOLD, but that is not how this went down, he told me he could not look then, but would call me back later. He knew I wanted the silver unit, he knew I was going to buy it, he knew I was serious, he knew no one else had a silver unit, he knew my entire system was silver, yet he could not take 5 minutes to put me on hold and answer my four questions. Reread my post in the mirror, cute!

 

[LiteJazz53]

You are absolutely correct. I bought an item from them, and I did not hang about, but snapped it before someone else did. I had good seller service.

It is hard enough making a living in this business these days. Procrastinators like this guy usually end up not buying, so you loose a sale. So if they had a hot prospect ready to buy, then that buyer deserves it, and the seller has earned the sale.

My advice to this poster is NOT to be a ditz. This this new member should learn strike while the iron is hot. He should be ready to buy before he wastes the seller's time.

 

[TankTop5]

My friend, what would the clue be. I took responsibility for the first one getting away from me. I suppose I was thinking of the wisdom coming from Parasound's new leader, no one wants the silver units, his demand for silver units was 2%, so my "I want a silver unit" caculator was off a bit.

However, I was right on track on unit #2. I had my card out ready to spend the bucks. I asked the salesman Richard (4) questions, not 10 or 20, for simple questions, where he could have easily put me on hold, come back, answered those simple questions, with those questions answered.

I either would have passed or immediately given him a card number, DONE, SOLD, but that is not how this went down, he told me he could not look then, but would call me back later. He knew I wanted the silver unit, he knew I was going to buy it, he knew I was serious, he knew no one else had a silver unit, he knew my entire system was silver, yet he could not take 5 minutes to put me on hold and answer my four questions. Reread my post in the mirror, cute!

that’s just not how a negotiation works. You asked them to lower their price, but didn’t say what you wanted to pay. The next guy either paid asking or made an offer that was accepted. They sold it and forgot you exist.

Then you said you asked them to find you another unit, that’s not how used market works. There are art and sports memorabilia brokers that go out and find specific pieces and sell at tremendous markup. Used audio gear, companies just sell what gets traded in. You think they’re going to go to Audiomart, buy something, mark it up even more and sell it to you?

I’m not trying to be mean, this is just common sense.