ThunderThighs wrote:Our FAQ addresses that pretty well.
I did look at your FAQ closely, and am still unclear. I even did a search on the word "return", and this is all that I found:
Will I receive customer support like I'm used to?
Not quite. If you buy something you don't end up liking or you have what marketing people call "buyer's remorse," sell it on Craigslist or at a garage sale. It's likely you'll make money doing this and save everyone a hassle. If the item doesn't work, first, find out what you're doing wrong. Yes, we know you think the item is bad, but it's probably your fault. Google your problem, or come back to that product discussion in our community and ask other people if they know. Try to call the manufacturer and ask if they know. If you give up and must return it to us, then follow on to the next FAQ entry.
How do I return a defective product?
Unless we specifically tell you not to, call the manufacturer of the product you bought. You will likely get a replacement of a new model or better item from them. If we still haven't dissuaded you, report your issue through our Support page. It'll go a lot easier if you have the order number, the name of the product you are returning, and a detailed explanation of the problem. We will respond with return authorization by the next business day. Because we aren't likely to have a replacement in stock, you should be prepared for a refund-only option if that's all we can do. Know that return freight will be at your expense. Again, you will probably get a better deal from the manufacturer, or whoever else handling member service for that product.
The end of the first section states "If you give up and must return it to us, then follow on to the next FAQ entry.", but the next section refers only to defective returns.
Given my positive experiences in the past, I always assumed that Woot would take back a product that the buyer found unsatisfactory, even if it wasn't defective. Your FAQ suggests that this may not be the case. Please clarify your product satisfaction policy.
Regarding Foscam products in particular, I have seen numerous complaints about their technical support and their unwillingness to RMA equipment that was clearly defective. Your FAQ indicates that you will accept defective returns, albeit reluctantly. How long are you willing to accept defective returns?