A Few Nice Words For Upscale Audio

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!


Nice!  Thanks for sharing and glad your pre is back and better than ever.

Some of those B&M stores that have been around for a long time, prove every day, why they've been around a long time.

Thanks for sharing onhwy61.  A happy ending and good feedback. is always nice in this hobby.

I've had a Pathos Classic One MK lll for over 7 years and have no desire to change, very quiet, plenty of power and lots of inputs. In my opinion, it sounds great.

+1 for Upscale and Pathos sales and service!  Great experience on several purchases including Pathos after sales service.  Two very fine companies.  

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.”

It’s great to hear that some businesses still offer customer service. 


Thanks for sharing.

It’s always great to hear the good stories, instead of only hearing the bad.


Thanks for sharing.

It’s always great to hear the good stories, instead of only hearing the bad.

Oh, I will be ordering some tubes from them in the near future.

Good thing you didn’t quadruple boxed otherwise they would have pentuple boxed it.

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.

My dealings with them have always ended with me completely satisfied with the transaction.


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!


3,901 posts




"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  


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!

Nice to hear this success story. Seems we only only hear about the ones that aren’t.

Thanks for sharing.

@audphile1 hahahah


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. 

Not surprised, Kevin has been in this for a long time and knows a thing or two about customer service.

Post removed 

@thecarpathian Not everything is about you, this is a thread about Upscale Audio. Go back to your cage. 


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.

Back to Upscale…

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 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. 

I couldn't be more pleased with all of my purchases and purchasing experiences  from Upscale!

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.

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 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.

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.

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. 


I can say that everyone that I have dealt with at Upscale have been top shelf above and beyond service that you just don't see much anymore. 

I’m actually surprised by all these raves considering some past threads here and a friend’s recent experience with a speaker audition there. 

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.

Now that's great service and October 23 is my birthday.  That must have been the reason.

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. 

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:-).

All of my future tube purchases will be from “Kevin’s Stash.”  Perfectly matched and highest available quality.  

I never was able to strike a deal with Upscale Audio. I always ended up buying elsewhere.


That’s a feel good story with a happy ending! Good luck with the preamp and hope it meets your expectations. Thx for sharing!

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.