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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
Ag insider logo xs@2x
cleeds
6,014 posts
 
bob_rodgers
I've dealt with Kevin a few times and he's always had a condescending attitude.
Sadly, this sort of 'tude is not uncommon in our world of hi-fi. When I encounter it, I turn on my heels and walk.
kijanki's avatar
kijanki
4,432 posts
 
If the finish greyed out because of friction in packing, then perhaps a little bit of furniture wax would restore color permanently. 

polk432
1,142 posts
 
Did you use pay pal with a credit card attached? If so your CC Co. makes the final decision. Escalate the matter with pay pal under not as described and they will put the sellers account into a negative and you should get a refund. Let them know you spoke or contacted the seller and you want nothing less than a full refund. Why fix an item if it wasn't your fault the item is not as described. The first thing he should have done was to fix what was wrong. no excuses, don't be weak or back off. It's your money. Best of luck.
kalali's avatar
kalali
1,977 posts
 
If l had purchased $10K worth of electronics from a (relatively) small shop, the owner should know me by first name next time I called for a piece of gear. This is particularly the case with UA since every time I called - when they carried Cary line, they said I should talk to Kevin. I have a feeling one speaker was exposed to sun light and changed color over time. May be someone novice even attempted a repair and made it worse.
hgeifman
2,278 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.    



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