It is no coincidence, OP, ALO has had the absolute worst customer service of any audio company I've ever dealt with. I posted about two terrible experiences, but Ken had it deleted.
Basically they told me to get lost when I sent my $500 official ALO HD800 wire to be re-terminated and needed new HD800 connectors. Accused me that it was not their product but DIY wire I sent them.
They then tried to back track by telling me it would cost them over the cost of the cable to add these connectors, which is a laugh.
Now I'm left with a $500 wire that is of no use to anything, and they couldn't care less.
So I will just say, based on my experiences, I do not recommend anybody deal with this company.
You're obviously only telling half the story at best. I know Ken personally, and he does not operate this way. How did the deal REALLY go down? Try telling the whole truth this time.