I have had this come up before with Woot purchases. I get the product, need a little vendor support and am told, by the product support people, that WOOT is not an authorized seller and therefore no support is provided. What bothers me is that WOOT doesn’t advertise this, at least not that I can see. This should be spelled out very clear on the description. In this last instance, it was a new product that I was told I could not get support on. I absolutely would not have bought this product if I had known that you can’t get any product support by the manufacturer.
Sorry for the delayed reply, not sure if you posted elsewhere and received a reply. Please get in touch with email@example.com with your order info. CS can help get things sorted out for you.