Louiceman-
This isn't the first time that I have heard about less than stellar customer service from Upscale Audio. It's a shame, because they do have some gear that no one else does. They have a nice little tube amp that I'm considering for my office, but stories like this give me pause.

The great thing about Outlaw is that the service is so impressive, it takes the risk out of buying over the net. They really get that service is integral to the success of their business.