Best and Worst customer service?

NAIM has been pretty terrible. Good luck trying to get a response after you email them with a technical question. Not what I expected after dropping $10K on new NAIM gear.

Sony has been even worse. Don’t get me started.

In the plus column, I’ve had very good service from The Music Room.

I just had an experience with Upscale Audio that I'd like to share.  

Suffice it to say that I purchased a fairly expensive component from Upscale about 15 months ago and recently realized that it was an earlier version of what was described in my correspondence with them.  The outside of the units are virtually identical other than a change in the input/output locations and after a complicated move from Florida to the NYC area I wasn't paying much attention at the time.  

I decided to list the item for sale a few weeks ago and based upon detailed pictures that I posted in my ad, an observant audiogoner told me it looked like the earlier version.  I sent off a note to Upscale and within hours, my salesperson responded that in fact it was the earlier version and he'd check with management as to how to handle.  

Within a few more hours I got a note back with a label to send my unit back in exchange for the new version, which I just received.  

Upscale has earned my loyalty.  Class outfit.  Mistakes happen. 

Reputation means everything to these guys.  

That is amazing they would do that after a year.  I have purchased from them before , they were decent to deal with.   Your story says a lot about them.  

And the 20+ year old thread lives on...!