I've had a few dealings with Whiplash Audio since around December 2009 and wanted to share my experiences with the rest of you.
At first, I was extremely excited to try this custom cable maker. It seemed as though they had great attention to detail, nice, well built products, and great customer service as well as a strong following here on Head-fi. They also had exactly what I was looking for: A micro Line Out Dock -> 1/8" cable in the NEW Twisted Ag wire. I started inquiring about this cable in December and I think they were available to order in early January 2010. I received the cable and it was pretty nice. Just what I needed to connect the RSA Shadow amp to my iPod.
The cable was great until October, when it started developing pops and faults in both channels. Craig at Whiplash said that he could fix it, AND, if I wanted to order something else at the same time, he'd send everything back together.
(Quotes in this format are emails)
10-14-2010
Sure I can help...
Please send the cable back to:
Whiplash Audio
401 Penbrooke Dr
Bldg# 2 Suite D
Penfield, NY 14526
Since i have to ship to you, I can certainly heavily discount on any cable of choice if you are in need!!
Thanks and sorry for the inconvenience.
Craig
Excellent! And conveniently, the new TWag overmold cables were just being released. Sure, I thought, these look really nice and would be a great upgrade for my JH13's. I didn't place the order right when I sent the LOD back though. I sent the LOD back to Whiplash on October 18, 2010.
10-19-2010
Hi Craig,
I sent the LOD cable back to you yesterday, you should get it today or tomorrow.
I've got a question regarding the OM IEM cable, more of a use case: I generally wear my JH13's all day every day (about 8-10 hours at work) with the cable run down my back under my shirt. I'm careful with the cables and don't abuse them, but they get a lot of "every day" use. Generally the "stock" JH/UE cables seem to last about a year before either falling apart (the plastic block connectors with memory wire or the Y split) or developing shorts.
Honestly, how well do you think your cable will hold up over time?
Thanks!
And of course, by this point... things started going a bit sour. I didn't receive anything back from Craig so sent him another email on November 15th.
11-15-2010
Hi Craig,
I sent my LOD back to you, Delivery confirmation says it was delivered on the 22nd. Could you please give me an update on it and hopefully some answers to the questions below?
Thanks,
To which I received a reply back within 4 hours:
Yea your cable in scheduled for repair in the next few days.
Well one of the key facts to the stock cable is the memory wire. Since you run it behind your back, the new OM cable is PERFECT. Plus its under warranty also. SO no worries there.
I can ship on out with your repair!!
Let me know...
Craig
At this point, I mainly just wanted my LOD back and be on my way. Craig was also nice enough to explain that there was a warranty, "So no worries there." I felt as though my LOD was being held hostage for another cable order. However, I had been eyeing the TWag OM cable for a while, so decided to go ahead and order.
It took a few more emails over the next few days to get things ironed out as far as pricing, etc.. I sent Whiplash payment for the TWag OM cable on November 18th and got confirmation from Craig about 2 hours later. Figured it would take a few days to make the IEM cable and ship both it and the FIXED LOD micro cable, there was a holiday coming up, etc.
11-24-2010
Hi Craig,
I was wondering if these cables shipped, and if so, how/when. Just curious if I should expect them today or next week.
Thanks!
Didn't receive anything back until the 29th. Obviously, holiday season again, so these extra 5 days were understandable. What I received on 11/29/2010 was just a paypal "Your package is on its way" email. I received it in early December. The IEM TWag OM cable was very nice, seemed well constructed, sounded very nice, etc.. There was a slight issue though:
The LOD cable had the EXACT same problems it had before I sent it back in. I wasn't able to try dealing with this again until January 17, 2011.
1-17-2011
Hi Craig,
I received my repaired Line Out Dock cable from you with the new overmold IEM cables at the end of November. The dock cable is still losing signal when it flexes (same as it was before sending it in the first time). Would it be possible to send it back to have it fixed? If so, a turnaround time of less than the 45 days it took the last time would be greatly appreciated.
Thanks,
So in other words, I had waited 45 days for a faulty cable to be sent back un-fixed. Craig sent a quick note back saying that it might be the female jack and if I had another cable to test. I didn't but had run some other tests:
11-17-2011
Hi Craig,
I don't have another line out dock cable to test with. However, I've replaced everything else in the mix. I've tried 2 different iDevices, 2 different amps (RSA The Predator and RSA Shadow), 2 different IEM cables (your TWag custom and a brand new cable from JHA), 2 different pairs of IEM's (JH13's and UE5P's). The test I just did to duplicate this was to hook everything up using The Predator amp, hold the dock cable's right angle male connector in place on the amp to make sure it doesn't move. With everything else in place, if you touch or flex the wires coming out of the right angle connector (it's a short cable, just seems to be somewhere on that half or within the right angle connector), the sound will intermittently cut out.
As long as you don't touch or move the LOD, everything is fine. If the wires get moved, for instance when putting the "package" in a pocket or grabbing it to move it), there's a good chance of hearing a dropout.
Thanks,
Craig responded the next day, offering a replacement cable of my choice, which was a very nice gesture:
1-18-2011
Yea lets get this fixed!!
You can choose from a few options. Replace the cable you currently have, or switch to another cable. One that I can suggest is the new Ultra Micro. If you let me know what your source is including a case, etc and what portable amp you are primarily using. Of course you can choose from other cables as well!!
Don’t worry about the sending your current cable…
Let me know!
Sorry!
Craig
I became rather busy for about a month and didn't get a chance to follow up with Craig to resolve this. That's my fault, I don't hold it against Whiplash. I sent a response back and discussed the replacement cable over the course of a few emails with them.
2-17-2011
PERFECT!!
Let me know if you want me to fire one up!!
I can work on the length…no worries!
Craig
Great! This is just about taken care of completely.
2-17-2011
Yes please! If you need a photo of the 'setup' let me know, I have both amps with me today. Looking at them, it might be more compact and protect the volume knob a bit better if the amps are more centered on the back of the iPod.
Thanks,
And I never heard back from Craig. By this point, I was having other unrelated issues with my IEM's that took a while to get resolved, I wasn't really keeping track of promised cables that never arrived. Fast forward to July.
7-13-2011 and again on 7-22-2011
Hi Craig,
I have one of your TWag OM cables for my JH13's. About a week ago, the right channel cut out completely after being scratchy/intermittent for a while. Can you please take a look at it and fix it? I think the problem is in the Oyaide right angle connector
Also, I had been having some problems with a LoD cable from you a while back. You offered to make a direct replacement with one of your new at the time center bottom exit LoD cables. That may have gotten lost in the shuffle, as I never received it. I plan on using it with an iPod Touch + RSA The Predator DAC/amp and The Shadow amp.
Please let me know if you have any questions.
Yeah, I had to send that one twice... never got a response so posted on 7-25-2011:
(Quotes in this format are forum posts)
Hi, I was wondering if this is still an issue. I sent both csanborn@whiplashaudio.com and custserv@whiplashaudio.com an email on July 13th and the same email again on July 22nd with no results. This was regarding two issues. First being a TWag OM cable that has completely lost the right channel. Second being a replacement LOD cable that was offered in February but probably "slipped through the cracks" again because it never arrived.
I'm about to say "whatever" and just fix them both myself.
This is related to a PM thread going on as well, might as well add that to this as well:
(Quotes in this format are PM's)
Original message sent by SACD-Man on 7/26/11 at 11:38pm
Sorry I dont know your name or email address from your screen name.
Can you let me know and I will personally take care of it?
SORRY!
Craig
Original message sent by Darwin022 on 7/26/11 at 11:43pm
Hi, Here are the details. Thanks,
---
Hi Craig,
I have one of your TWag OM cables for my JH13's. About a week ago, the right channel cut out completely after being scratchy/intermittent for a while. Can you please take a look at it and fix it? I think the problem is in the Oyaide right angle connector
Also, I had been having some problems with a LoD cable from you a while back. You offered to make a direct replacement with one of your new at the time center bottom exit LoD cables. That may have gotten lost in the shuffle, as I never received it. I plan on using it with an iPod Touch + RSA The Predator DAC/amp and The Shadow amp.
Please let me know if you have any questions.
Thanks!
- (Darwin022 on head-fi)
Original message sent by SACD-Man on 7/26/11 at 11:48pm
Ahhh...
Sure thing.
I will make sure the bottom exit micro LOD is sent with your repair. Sorry for my brain going on vacation.
Craig
Original message sent by Darwin022 on 8/1/11 at 12:59pm
Hi Craig,
I'm shipping the cable out today in a yellow padded envelope via Priority mail. Delivery confirmation:
Please let me know if you have any questions.
Thanks!
Original message sent by Darwin022 on 8/5/11 at 5:26pm
Hi Craig,
It looks like my IEM cable was delivered today:
Label/Receipt Number:
Class: Priority Mail®
Service(s): Delivery Confirmation™
Status: Delivered
Your item was delivered at 10:15 am on August 05, 2011 in PENFIELD, NY 14526.
Please let me know if you have any questions. Thanks!
Original message sent by Darwin022 on 8/11/11 at 11:02am
Hi Craig,
I have sent PM's, voicemail, and left forum posts for you. Email doesn't seem to work. You should have received my cable on 8/5/2011. I would like you to confirm that you have received it. As it is rather difficult to find an address for Whiplash Audio, I need to make sure that it was shipped to the correct address. The one I used, you had given me in October of last year:
Whiplash Audio
401 Penbrooke Dr
Bldg# 2 Suite D
Penfield, NY 14526
I do not want to be a pain, but based on my previous track record working with you on repairs and returns, this seems to be necessary.
The first time I sent a LOD cable back to you for repair, it took over a month AND ordering another cable before you shipped the "repaired" LOD back. It is not right to hold a cable ransom in order to get another sale. The "repaired" LOD still had the same faults in it and is unusable.
Please respond.
Regards,
Original message sent by SACD-Man on 8/11/11 at 11:12am
Sorry about that...
Let me look into immediately.
I'm not looking to hold anything. We are just being pulled into so many directions.
Address is correct. I will take care of this asap...
Craig
Original message sent by SACD-Man on 8/11/11 at 11:19am
So we are repairing your cable now and sending a bottom exit micro.
I apologize for the delay!!
Craig
Original message sent by Darwin022 on 8/11/11 at 11:35am
Craig,
Thank you.
Original message sent by Darwin022 on 8/23/11 at 12:00pm
Craig,
Can you please provide an update to this?
Thanks,
Anyway, this ended up sparking another forum replay which got a rather quick response from Whiplash ( post #72) :
Hi, I was wondering if this is still an issue. I sent both csanborn@whiplashaudio.com and custserv@whiplashaudio.com an email on July 13th and the same email again on July 22nd with no results. This was regarding two issues. First being a TWag OM cable that has completely lost the right channel. Second being a replacement LOD cable that was offered in February but probably "slipped through the cracks" again because it never arrived.
I'm about to say "whatever" and just fix them both myself.
Sorry guys...
I'm waiting on the 64" OM cables that are being shipped from the over molder this week. My hands are tied.
Your LOD cable is already made and will be shipping with the 64" OM!!!
I have been pulled in about 20 directions. So again, my apologies.
Craig
Decided to stop pestering him EVERY DAY as seemed to be needed, see if weekly would be sufficient:
Hi Craig,
This is a weekly check in. You've had my cable since August 5th. I'd like it back.
Thanks.
I have received just a few Oyaide right angle connectors yesterday. I will be receiving my normally shipment hopefully this week. I used to buy them from Lee at CryoParts. He recently passed away so I have been scrambling to find another distributor.
Sorry for the delay.
Your cable will ship today.
Thanks!
Craig
Thanks for the update.
By this point, Patience had been wearing thin, as had the continual apologies. I understand that the source of the cabling had recently died during one of these periods. It's sad and disappointing. However, I find it more disappointing that Whiplash Audio blamed the TWag cable debacle for his decline in health. By extension, it can be inferred that they are indirectly blaming anyone complaining about problems with these cables (seems to be a common enough problem that there was actually a replacement program). It's not cool to even loosely blame your customers for a supplier's death.
Emphasis mine:
I have the heavy heart to say that Lee Weiland, the owner of CryoParts and Locus Design, passed away Friday August 19th. He was only 46. He left behind his ailing wife and his devoted children.
The audio community lost an irreplaceable innovator. A true pioneer. Someone that over his 25 plus years in this business grew friendships, business partners and new products that only he can say he made.
I meet Lee many years back. I was looking to make cables and I ran across an article that he wrote discussing the audible benefits of treating connectors and wire with cryogenics. I was fascinated with the process. After many email exchanges and countless hours of explanation, I purchased my first "batch" of solid core wire. Well the rest is history.
As of late, he has been troubled with the recent TWag v1 events. He took it personally and never fully recovered from it.
He was one of my best friends. We would email each other at least 10 times a day. I will miss his dearly and the thought of not being able to see how he was doing or checking in on his wife Robin, will forever be troublesome.
He made me who I am professionally and made me a better person. He would have wanted Whiplash Audio to move on and so I will. I will move on with the knowledge that he gave me throughout our professional relationship.
Now, the focus is on his family. My condolences and deepest appreciation to someone that can not be replaced.
RIP
Craig Sanborn
Whiplash Audio
So I did receive a replacement TWag cable and new Line out Dock. Yay!:
As an update, I received a new TWag overmold cable and LOD on Monday evening. My portable setup is finally back together.
Excellent! Now we're rocking out again, right? Looks great, sounds great... er not so fast... Lets go for a rinse and repeat cycle:
Craig,
For what it's worth, you may want to adjust the holes or finish on the wooden slider. I've only adjusted it ~20 times tops since Monday night and it's really abrading the jacket of the wire (taking off slices). Any suggestions on how to resolve that? oil? remove the slider?
Thanks.
Umm, that shouldn't happen. Its possible a small amount of glue or some wooden fragments are in the way. Easy to fix..however we may need to fix it ourselves...
SENDING PM...
Craig
And the PM Thread to go with this:
Original message sent by SACD-Man on 9/15/11 at 10:25pm
Hey...
Try not to continue using the choker. I will send a replacement and than ship that one back one you receive it. I will pay for postage.
The choker should not do that by any means.
Refresh my memory on what termination you had.
Sorry about that.
Craig
Original message sent by Darwin022 on 9/15/11 at 10:56pm
Hi,
Thanks for the quick reply. I've moved the choker down and double wrapped a small o-ring over it to hold it in place so it won't slide anymore. The termination is an Oyaide Right Angle. If you happen to still have any of the older flat thin button chokers, I'd actually prefer one of those.
Another thing I noticed that may be of use to you guys: the IEM side plugs slide in and out perfectly, almost too easily. Spreading the pins ever so slightly gives a nice solid connection without concern of the earpiece falling off.
Thanks again,
Original message sent by SACD-Man on 9/23/11 at 1:39am
Hey!
Thanks for the advice!
We do have the older version especially since we hand makes these for every order!
Thanks..
Craig
Original message sent by Darwin022 on 10/25/11 at 3:36pm
TWAg 64" Oyaide Right Angle connector. "old style" wooden splitter.
But now back to the regular forum posts:
Quote 10/24/2011:
Hi Craig,
You offered to send a replacement cable on 9/15/2011. It has not arrived yet (10/24/2011). I guess this sort of delay is to be expected at this point. Please provide an update.
Thanks,
-
I need to know which cable you have...please PM me since I have several on file.
So more of the same as usual...
PM'd, but in case that gets lost:
TWAg 64" Oyaide Right Angle connector. "old style" wooden splitter.
Oh hey, we're in November now:
Oh yeah, an update. I still haven't received the replacement cable from Craig.
Also, Craig: the Right+ conductor on this cable is dead again. Ground and Left+ are fine. Back to life in Mono. I would have brought it up sooner, but figured you'd have taken care of it with the replacement cable. I haven't been able to use this cable since about the last post.
Tired of this crap.
So here we are. As of this morning, I have not had any response from Whiplash Audio since October 24th. They say to email first, but emails rarely get responses. So then you PM, those seem to get misplaced as well. Finally, you post in the open readable forum and get a response of "I really wish you guys would email me instead." Plenty of promises and apologies to go with that.
In September, another forum member PM'd me and asked if I had received my cable yet and what I thought of Whiplash Audio. I tried to make the response as fair as possible. I've also tried to keep much of thes dealings with Whiplash Audio as private (email and PM) until now. I didn't see it as fair to Whiplash Audio or the proper method of getting results. However, I do feel as though the conversation logs are important and should tell their own story in this case.
I'm not sure if I'll receive a working cable back from Whiplash at some point. If I do, I'm not sure how long it will last.
This is just one person's experience as a customer of Whiplash Audio. I'm sure many others have had very positive experiences with them and their products. If/when you deal with them, I wish you the best of luck.
