I've actually had good luck returning sub-standard items to West. As recently as a few months ago, I returned some electronics
to them simply due to poor performance & they gladly gave me store credit towards a better performing item, which is what I asked for at the time.
Twice I've brought stuff back to them. Twice they have made good on it.
The only burr that they left under my saddle, came recently. I was looking at the HX-100 handheld VHFs that were 2 for $100. They were listed with a 3-year warranty that said $65 flat rate repair. Now a $65 warranty charge on a $50 radio
seemed a little out of line, so I e-mailed them about it. They confirmed that this was indeed the case. I then commented that it wasn't much of a selling point. A few days later, I looked back at the web site again & still saw the 3-year warranty listed, but did not see the $65 flat rate detail enumerated. I'm wondering if the policy changed, or just the advertizing. I haven't dug into it any deeper since I saw the change.