I had a problem with an Evo 400. They promptly sent another. I demoed a AR Reference 75. I liked but the Evo sounded more musical. I kept it. Service and sales staff are very knowledgeable. Since then I have purchased an Aurender, Sutherland Insight, and just recently a Chord TT2. They always include a discount. Great people. OP probably got ahold of Al, he can be a little off. I will always buy Upscale.