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Stealth Audio Cables - Customer Service - Seeking Your Thoughts

I have a Stealth Audio Black Magic V.20 Ethernet Cable that is 3 meters long.   It is an absolutely fantastic sounding cable.  The cable is too long and I reached out to Stealth Audio to inquire about splitting the 3 meter cable into two 1.5 meter cables which would involve Stealth Audio providing 2 new connectors.   This is Stealth Cables' (exact quote) reply,

" The retail of one Black Magic V.20 3 meter is $2,400 USD.  The retail of one BlackMagic V.20 is $1,950 USD.  For two, the total would be $3,900 USD.  The difference is $1,500 USD.  This would be the price for a splitting and getting two new cables with fresh connectors."  

In my opinion, $1,500 for splitting the cable in half and providing 2 new connectors is ridiculous.  Not more than 15 minutes of labor would be involved.  I priced the exact Telegartner brand connectors and they cost from $20 to $27 each or $74.00 for 10.  

Your thoughts?

 

 

joseph796
jl35
3,932 posts
 

yes, agree, that's why Stealth's position seems so ridiculous... 

joseph796 OP
54 posts
 

Jetter -   When I asked another cable company to split a cable, the company gladly accommodated my request with a smile for a nominal fee.  Now that's good customer service.    

In this situation, I would have better accepted an answer that they don't offer this type of service rather than saying that they will do it for an unreasonable charge.   

$1500 for $100 worth of parts plus 15 minutes labor just doesn't sit right with me.  

 

joseph796 OP
54 posts
 

Also, using Stealth's reasoning, they based the charge off of new cable value to new cable value at MSRP prices.   Since the cable is used, the pricing formula should have been based on USED cable value to USED cable value.   I'm speculating, but my estimate is that the difference (hence charge) should  have been closer to $500 not $1500.  $1000 for a used 3 meter.  2 at $750 ($1500 total) for used 1.5 meter cables.  $1500 - $1000 = $500.  

jetter
2,953 posts
 

@joseph796 

I agree with you 100%, that it would have been totally better to say they don't offer this type of service.  I'm also with you that I think If I had a cable company I would offer the service you requested at a nominal fee.  But then again I would never have thought there were people out there that may be gaming the system buying long cables on purpose, as this seems to be what Stealth is implying.  But their response is rude and totally not well thought out.  Sounds like it came from a disgruntled employee.

ghdprentice
6,389 posts
 

If I ran the company I would treat the customer with respect and go out of my way to help them out. I would charge time and materials… or do it inexpensively. Unless, I started receiving many requests for folks cutting them down I would do it. You want a company folks want to do business with. 
 

It is absolutely within their rights to respond as they have, but they are getting lots of negative good will for doing it. 

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