1) My opinion of their basses (as an owner) is that it something that is most useful when amplified and plucked. In other words, my bass really doesn't speak clearly/loudly enough for orchestral work, but is fine with a pickup/amp. The 42" string length makes my bass just a tad stiffer under the stick than other basses that are out there, but provides a nice punch with pizz. To me, Upton's products seem largely targeted toward a clientèle that is augmenting their sound with amplification.
I notice that their clients and staff seem weighted toward the pizz scenes...jazz, rockabilly, etc. I haven't yet heard about a lot of people playing their basses in orchestras or solo arco recitals. Perhaps I just haven't been at TB long enough...I am a newbie here. Educate me, folks!
The instruments I have seen and played (in their shop) are consistent in sound and tone, a bit muted, generally well setup, and a bit roughly made,
compared to instruments at higher price points.
2) My opinion/experience of their service is that they try extremely hard and generally do very well. Overall the value I have received is good, per dollar.
This is clearly not a firm that suffers from false modesty or shyness. Marketing can happen lots of ways...they fearlessly use many traditional methods.
They are not marketing their basses by providing stunningly well made basses at unrealistically low prices, if that is what someone wants/expects.
Quality is subjective and is part of the dynamic with service and price...these things really can't be separated. Their physical instruments may not match some others in finesse, but their other more intangible values are very strong...dedication, vision, business savvy, enthusiasm, courage, etc.
I think of "quality" similarly to the way that Aristotle talks about "virtue"...it needs to be high enough to do the job for which it is intended.
My question for CMoon1 should perhaps be, "For what are you planning to use this bass?"