I had to call and complain 4 times to get the shipping charge taken off my account. I think the shipping charge actually goes to the commission for the agent you talked to for completing the sale. That is why the shipping is free over the web, but not if you call in. Only reason I kept complaining was because I was told they would give me a credit when I ordered it originally. I pointed out that I could get free shipping online and that they weren't actually shipping me anything, since the tech is bringing it all with him. Finally spoke to a supervisor who was able to give me a $20 credit, though he didn't seem happy to do so.