[rlucas]

I got a similar response when I tried to return an electronics item a couple years back. The guy (totally over his head) walked through an algorithm and 10 minutes into it, basically said "because you're a good customer we'll overnight you a new one, don't bother sending the old one back." The implication was subtly different from when they don't bother with a return on a low-margin bulky item (for which shipping would negate any margin) -- the idea here was that I was getting some kind of extra juice for being a spender.