Does anyone know what customer service is ?

"free shipping" They don't make anything on that and neither does UPS or Fedx. They make it up on our end. When I was a MAC Tool dealer, we were finally able to use MAC's shipping discount for broken tool returns. What a huge savings!. If I would pay, $35 back to Columbus but if I used MAC's discount, $10 or so. That's just the way it is.