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How Is Pathos Audio Service After The Sale In The US?

I'm searching for a new hybrid integrated amp. One that is on my radar is a new Classic One Mk III. Another is a McIntosh MA252. There are local McIntosh dealers. There are no Pathos dealers. So I'd probably end up ordering one from Upscale Audio if I were to get a Classic One.

Sound, of course, is the number one priority. I'm going to audition the MA252 with my speakers. But I am curious about the Classic One. I may end up preferring it to the MA252 (as some in this forum have said they do).

But I'm concerned about after-sales service. It's obvious that getting service on a McIntosh shouldn't be an issue (even though I'm a little leery of how long the OLED panel will last, and getting service on that in the future, if need be). But Pathos??

I'm coming from a Unison Research Unico that recently died. A really good tech spent 12 hours on it and couldn't figure out how to revive it. And what matters worse was the breaking down of support from Unison Research in Italy. The original owner and designer of the brand died last year, and since the son took over, communication to the US importer hasn't been good, so the importer dropped the brand.

If I were to get a Pathos Classic One and decide to keep it, I'm wondering how good service will be, with the need to ship it back to Upscale Audio (The importer had been Musical Surroundings for a while, and now it's Upscale Audio). I'd hate to have a problem with the unit, and then have an issue with support.

Can anyone share their experience(s) with after-sales support in the US.

analogj
dill
2,525 posts
 

If one has reliability, one doesn't need service. Ever since I got out of the business, I buy used. I have owned Threshold, Forte, CODA, Cary Audio, Audio Research, Pathos, Krell, Monarchy, VPI, Cairn, Cambridge Audio, Pass Labs and never needed service on anything. The MKIII I have now was out of warranty when I bought it.

upscaleaudio's avatar
Ag insider logo xs@2x
upscaleaudio
258 posts
 

Hi I'm the owner of Upscale Audio.  We've been in business for 26 years now, and I have two full-time techs with a combined 35 years of experience.  I took on Pathos as the official importer because I have ALWAYS loved the brand. 

I understand your frustration with your Unison. I sold them as a retailer ad it was horrible.  Nice people, but I was trying to get parts because the importer was not responsive so I tried to fax a letter (this was before e-mail)  over and over with no success only to find out they turned it off when they left the factory at 5.  Who does that????

Pathos is a real company with their own metal shop, wood shop, paint shop, and everything is done in-house. PCBs and capacitors are Italian.  Not just that...they are the nicest, most humble, gracious people I've ever met.  Their prices are all too low for what you get.  (there is a price increase Jan 1 or 15, I forget which)  

Good luck in your search however you proceed.  If you need help reach out to my staff. Kevin Deal

 

analogj OP
105 posts
 

dill, things go wrong, they age. I was researching the original Pathos Logo integrated and a few owners had volume controls that stopped working. They needed repair. Service centers are there for a reason. 

 

In the meantime, I have been in touch with a few people at UA over the last couple of weeks as well as somebody at Pathos. No one mentioned a price increase. This is the first I have heard of it. But if so, I'll need to act. But the 1st and the 15th are significantly different at this point. 

dill
2,525 posts
 

"dill, things go wrong, they age. I was researching the original Pathos Logo integrated and a few owners had volume controls that stopped working. They needed repair. Service centers are there for a reason. "

I understand, just relaying my experiences. I think Kevin & company would take good care of you should you go that route.

upscaleaudio's avatar
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upscaleaudio
258 posts
 

The price increase is Jan 1.  They have not had a general price increase for many years, so they are not even keeping up with inflation.  When we took over Pathos in North America, we lowered the price on many models, including the Classic One MKIII.  I sell things at the lowest price possible, and its one price.  No fake discounts.  

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