I don,t Understand ????

Jay it seems that you called it right: "we'll only do it if you REALLY make it worth our while". I once requested an upgrade (as they advertise & seemingly encourage buyers to do) adding active shielding to a discrete-shielded cable pair. The quote was ridiculous; it seemed that they really wanted me to buy more cables instead. So I did; bought used instead & they netted Zero $ & a ticked-off customer. BTW I'd already bought ~$8K worth of their products & I told them that, as a vested customer, that I didn't appreciate their "offer" but business must be very good because the attitude was more-or-less a "so-what".

Mistake or not, I'm also quite surprised & pleased by Synergistic's (Scott Novak) change-of-heart, so I'll make some additional favorable comments just as others have followed up above.
Although I still feel like their prices are insane, I am quite happy with Synergistic's products & in fact I need to buy some more. They make excellent cables; I have a lot of them, incl. some of the priciest. They say that it takes one cable-builder a full day's labor to make up some of these fancy interconnects. There are no economies-of-scale, because they just don't sell very much volume at these stratospheric prices. Example: I bought 1ea. of their best AC cable in early 2000; the serial # was #212. In fall 2000 I bought another Des. Ref. Sq'd AC, along with my new Master Control Center-II. That one was serial #248, so in 8 months they only sold 36 of these $2K monsters. It takes awhile to get them; they seem to be only custom-built to order.
A have to agree that their customer support is much better than some other manufacturers that I've attempted to deal with. I even talked with Mr. Denney myself one day; he ended up handling my inquiry because most everybody else was gone to CES. Ted gave me all the time that was needed to answer my questions (it was not a real long call) I was impressed.