After taking time to read through the entire email thread, I definitely can see the difficulties faced by both parties. Dealing internationally can be a pain and shipping cost is a bitch, especially when it comes to cases like this.
From a consumer's standpoint, if I'm paying for shipping during purchase, shipping to return a defective product, and shipping again after the repair is done, that's essentially $100 in shipping for a $400 product (LPS1)! Not something I would be thrilled about. And I also understand that if Uptone were to cover shipping back, take time to do repairs and send it over again, there's no profit to be made, and margins would be reduced significantly (since the product is relatively low in cost).
I don't believe that any sane person would intentionally do a shake test on a piece of audio equipment upon receiving it ;D Perhaps there was a noise inside when the equipment was handled, and the first instinct one would have would be to confirm this, by means of shaking. This, coupled with the 'stripped' screws and the lengthy exchanges, would just instantly conceive the impression of something cheap and used, whether it is true or not.
My personal experience corresponding with Alex has been good. Back in Dec 2016 when I first ordered the lps1, I asked to cancel my order so I could tompang shipping with another friend who ordered. Alex cancelled and refunded in full within a couple of days. Back in Dec 2018 when I inquired about a possible trade in to upgrade to the lps1.2, he replied my email even though he was on vacation. So for me, customer support and service is there, and as my lps1 did not fail, I didn't face any of the issues TS faced.
However, the reason why I wanted to trade in was because 3 of my friends who owned the lps1 had their units fail within these 2 years. They either sent back for repair, or taken credit towards the lps1.2. Kinda felt like I'm just lucky mine was still functioning. I don't know how many people in SG actually own the lps1, but as of Dec 2019, I personally know 5 people whose units have failed. Either the 1 or 1.2, and some more than once. Maybe there were 1000 units shipped here, and 5 out of 1000 is relatively little? I don't have all the data, but in this past few years, it just seems like everyone I know who has the lps1 or 1.2 have had issues with it.
Ultimately, though I purchased a lps1.2, I didn't take the trade in credit, because selling my lps1 on the used market would fetch a higher price than the trade in credit, and also I didn't have to pay for shipping back. I purchased it because despite everything, it does sound good. And at the end of the day, we all want something that sounds good at an affordable price. Imagine using a $1k LPS, then powering it with a $1k cord, and get a good DC cable.. already $2k+ liao, just to power 1 equipment.
The trade in credit value is something that can be improved. Some dealers offer a 70-90% trade in value if you want to upgrade, maybe even 100% in some cases. So at 45% trade in value, it's not ideal, especially since you need to pay for shipping back, and shipping again for the upgrade.