I have to second that. It took me over a week of playing the game of "answering stupid questions one per day" before I finally managed to get an RMA-number. Now that I've returned the defective module to them, I've heard nothing - zip - zero for another almost two weeks.
That is why advanced replacement w/ security deposit (CC, bank wire, bitcoin) is the only viable option. Hopefully if KNC wants to keep playing dumb and pretending it can't be done other comeptitors will see an oppertunity to provide a better service.
As for bar, please don't make yourself look silly providing really weak and easily countered excuses you come up with off the top of your head. There is nothing to "game". A customer could not order and claim to or they could order and claim they never got the product. OH NOES ordering stuff can be gamed I guess KNC will stop selling products. KNC deals with the "risk" of being gamed on orders but can't on RMA.
What is the difference between an order and a RMA? Simple the first one makes you money. There is nothing more complicated about a "company ship first" RMA than a "customer ship first RMA" other than securing a deposit to ensure the customer returns the defective unit.