questionswhy do i feel like i'm being lied to by service…

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@joshaw: I focused on the word 'lie'. It is good to hear you got a result that makes you happy!

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@joshaw: We all get a little stressed sometimes. (Except me. I never say things I regret later. Never. Yup, never. Ever. Really. Never.)

Glad to know they found another table for you.

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@joshaw: True dat. "Lie" is a word that is mostly used in anger. As you well know, woot's CS is awesome and will make anything right. Glad you got tour problem resolved, though I never had any doubts that you would. :) Thanks to woot Cs!

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@magic cave: It was a bad choice of words. I should've said "let down" instead of lie.

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@nortonsark: Thank you for picking up on the use of the word "lie." I pretty much always have a problem when that gets tossed out casually, especially when it's directed at a company that most of us -- including, I suspect, the OP -- have no reason to think behaves that badly.

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@kmeltzer: It's usually because we've gotten an un-touched return or a small shipment of replacement whatevers have been shipped (or are being shipped) to us. It sucks but it's not unheard of that we can say "sorry, no replacements" one day without consciously lying and say "sorry, we actually have a replacement" on another day.

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@kmeltzer: I'm hoping they went out of their way to find me a bench. I just didn't feel good about the situation and felt like I needed to say something. I wasn't trying to be a jerk and maybe I shouldn't have used the term "lie" but it just seems like a canned CS response at first. Maybe I'm just spoiled with my previous Woot CS encounters and expect too much. :-)

@neuropsychosocial: Agreed about the top notch CS, I have always felt awesome about it until yesterday Here's a comment I made about the CS just two days ago: http://www.woot.com/forums/viewpost.aspx?postid=5106831&pageindex=1&replycount=15#post5106922. Like I said, maybe I am just spoiled...

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@joshaw: I'm so glad that service was able to find you another table! I've had problems with a few orders and I know how disappointed I am when I was looking forward to something and it arrives with a problem - but woot.service has always been fantastic. Remember that the folks in service are dealing only with the information that they've given: if their computer inventory says "zero tables," then they tell you that they don't have any more tables; they don't really have control over whether computer inventory is actually accurate - so service always seems to do the best they can with the information that they're given. So glad that they came through for you on this one!

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@joshaw: Do you wonder how they "found a bench"? I don't know when you originally got a reply from CS, but from your post here it went from "no bench" to "found one" in a few hours.

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@joshaw: We do what we can here. Glad it is working out!

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@inkycatz: Thanks, I think you just made a little magic happen! I just got an email from CS telling me that they found another table with which they will replace the broken one. Woohoo!

@wisenekt: The damage wasn't terrible but significant. One of the benches was cracked on the end (not just a scratch). With extended use it probably would've gotten worse and definitely wouldn't have lasted as long as a bench in good condition (it seems like these tables are built to last and are amazingly designed). And I know there are dishonest people but a simple look at my account would show them that I've only ever had trouble with two items (the Jan Kris sewer water and a missing shirt in an order).

Thanks for making it right, Woot.

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I guess the real question is how bad is the damage if you were willing to keep it and use it. It seems that it is still functional but may not be pretty. Since Woot would be losing out on the ability to get a refund from either the shipping carrier through insurance or the supplier due to a defective product, the refund forces you to decide just how bad the damage really is.

Believe it or not, there are people that will either fake damage or claim damage to get a large refund. Not that you are doing that but offering a small discount (where reselling may be unprofitable) or a full refund with no product is enough to scare away the vultures.

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@joshaw: Yes, it costs more than $5 for Woot to get the item back, but they get the item. After getting it, they can determine if it was a packaging, handling, or a manufacturing problem. They may also have recourse with their supplier to get further reimbursement once they have it in hand.

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Thread has been passed to the CS team, FYI.

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@nortonsark: It doesn't seem reasonable to me. To ship this item back is going to cost woot more than $5. Why not offer a decent discount (at least the return shipping cost) to make it convenient for both Woot and I and keep a customer happy?

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Invoking the term "lie" seems a bit extreme in this case. Woot seems to be acting properly here. They are offering a full refund on return of the item or a $5 discount if you want to live with the damage. Seems reasonable to me. Stuff happens.

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@caffeine_dude: I bet you are right. However, I still feel stung by the $5 offer and now I have to spend my time returning a damaged item. Not a good deal.

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I am going to take a guess at this....
Perhaps woot was a broker for this item. The item was drop shipped for a 3rd party and therefore never had stock to begin with and the agreement is over. SO they truly do not have stock.