A couple of weeks ago I received the pair of Platinum grade E88CC Tele’s I ordered from Kevin at Upscale. However, the first tube tested T1-11100, T2-12800 (15%) and the other T1-11000, T2-11500 (4%). So I emailed Kevin saying I wanted to exchange the gold graded one for a Platinum, which is what I ordered.
Jared, who works with Kevin, was a perfect gentleman when he and I communicated. He agreed the 15% tube was not Platinum grade and apologized for letting that one slip through. He was more than willing to either refund the difference between Gold and Platinum grade or send a tube with a tighter balance and include a return label for the 15% tube.
A few days later Kevin contacted me and wanted to know what my complaint was. I said I had ordered Platinum grade and had gotten one that was Gold. He went on to say that Platinum grade sometimes went up to 15% and that it would work fine. I reminded him I ordered Platinum and even his website says Platinum is “10% or tighter”. He then seemed irritated that I even brought that up and asked if I wanted to just return the tubes and forget the deal. I told him I was not even remotely saying that.
He finally consented, but he grumbled even more when I asked him to cover return shipping of the 15% graded tube. I said a good business practice would take care of it since the wrong tube was shipped out in the first place. Reluctantly, he did send a shipping label.
In my field of healthcare, we would say as a “healthcare professional”, he does not have good "bedside manner". With his attitude, it’s a wonder he seems to have a thriving business.
Well I received the replacement Tele’s today and they are T1 12600, T2 12600 - 0% and T1 12500, T2 12200 - 2%. Wow, that is pretty much perfection when it comes to NOS! Maybe it’s true, the squeaky wheel gets the grease. Haven’t put them in my Lyr to try out yet, but those are good testing tubes. I can’t wait to try them out again. My recollection of the first pair’s signature was organic, effortless, smooth and fluid, and less in-your-face and spacious. Should be interesting to compare to my HG’s!
Anyway, in the end, Upscale came through and made it right, however Kevin made it more difficult than it should have been
He should let Jared deal with his customers
.