Newegg Customer Service

Man, all over $10...

I'm still waiting for the $250 I was promised when I returned a power supply to Tiger Direct. They had UPS pick it up pretty quick from my house, yet I never received the credit back on my CC. This happened in April. I've pretty much given up on it, as I know I'm never going to get it back.

I've had a few issues with Newegg, heck, at one point I had a 7950 GT go out on me, it wasn't in warranty, they sent me a 8800 GT when they were brand new to replace it, AND gave me a $45 credit since I paid more for it. I've always loved the 'egg.
 
Egg has always treated me right. I've had to call them twice, once to RMA some Ram that I messed up and ordered the wrong one. And once to cancel an order. Both times it was due to my own mistakes but they were very helpful.
 
In my 8+ years of buying stuff from them, I've only ever had to call CS 1 time, which was recently. They clearly goofed up my order, I was really pissed, but they were so cool about the whole thing and fixed it nottaproblemo :)

When my corrected order arrived (by next day air I might add) with a prepaid return envelope for the incorrect item, much to my surprise, it also contained a written apology letter AND a $25 gift card to boot !

the 'egg is among my top 5 vendors for all things tech :eek:
 
Newegg RMA service is questionable in my experience. here's what happened.

i bought about 1100 dollars in gear for a new build, my motherboard arrived DOA. (i later learned there was an issue with the socket). I submit an advanced RMA without an issues and get a new board overnighted (thumbs up newegg). Send back the old board in mid September. I hear nothing back for a full month.

Take a look at my credit card statement and see newegg has charged me a a full month after receiving the DOA board. So I call newegg and they tell me it's accounting error and it will be looked into... 3 days later I get an email saying my RMA was rejected and they shipped me back the board (that day).

Once I got this lovely bit of news, I was fuming and contacted newegg again. I was calm but firm, and told them in not so many words that there was no well in hell I was paying for this and I didn't damage the socket. I explain they didn't charge me for this board for a full month and that they didn't even discover the 'doa' board until i called to explain the charge. To make a long story short, I got the money back and they credited me shipping (but of course they ended up crediting the wrong cards). This process was dragged out for nearly 2 months, and really was unacceptable

I know it's a one off, but it was such an unsavory experience, especially when they accused me of damaging the socket.
 
Just adding my experience with Newegg Customer Service

*edit*
They resolved the refund issue, only took 5 hours on chat with 3 CS reps and a supervisor, plus a week to get it issues plus will take another 3-5 days for it reach my bank account.
 
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I've had to do a few RMAs due to "Open Box" purchases (I took the risk; sometimes you win, sometimes you lose). Every RMA was very simple and easy. For one open box RMA they actually used common sense! Being a government employee, this is unheard of! I bought an item that was so cheap that it wasn't worth the shipping cost to send it back. They sent me a new item for free and told be to trash the other one. It really was trash, but I didn't expect them to believe me. So far, Newegg is my first stop for shopping (even for my wife's gifts!).
 
I've had to contact newegg CS twice. First time I picked the wrong mobo/ram and they let me return the opened mobo and pick a new one. everything went smooth and they were really great with the entire thing. Second time I bought a 55" TV and the shipping company (not ups, don't remmeber who it was) damaged the box so i had to reject the delivery. Newegg sent out a new one before the driver with the damaged one even got back to his office. Newegg is pretty amazing if you ask me...
 
I'm having the following system built for me by a local shop. However, I have to buy all the components. I'm leery of spending over $2K without being able to talk to anyone on the phone. Newegg website states: "Newegg does not accept orders by phone, chat, email, fax or mail."
Can anyone recommend a reputable seller in terms of quality, customer service, and RMAs. I'm willing to pay a bit more then at an internet-only cite like Newegg.
Thanks, CMA

HAF 932 case
COOLER MASTER HAF 932 Advanced Blue Edition RC-932-KKN3-GP Black Steel ATX Full Tower Computer Case $160

http://www.newegg.com/Product/Product.aspx?Item=N82E16811119213

Noctua NH-D14-2011 Dual Radiator Cooler with PWM fans, LGA2011 only $90.
http://www.newegg.com/Product/Product.aspx?Item=N82E16835608024&Tpk=Noctua NH-D14-2011

Corsair 850W Powersupply $169.99 CORSAIR Professional Series HX850
http://www.newegg.com/Product/Product.aspx?Item=N82E16817139011

Intel 510 Series (Elm Crest) SSDSC2MH120A2K5 2.5" 120GB SATA III MLC Internal Solid State Drive (SSD).
http://www.newegg.com/Product/Product.aspx?Item=N82E16820167042 $280

ASUS Sabertooth X79 TUF Motherboard - ATX, Socket R (LGA2011), $340
http://secure.newegg.com/WishList/TemporaryWishList.aspx?ChangeQty=0

Intel i7 3930K processor $599.99
http://www.newegg.com/Product/Product.aspx?Item=N82E16819116492

G.SKILL Ripjaws X Series 16GB (4 x 4GB) 240-Pin DDR3 SDRAM DDR3 1866 (PC3 14900) Desktop Memory Model F3-14900CL9Q-16GBXL $130
http://www.newegg.com/Product/Product.aspx?Item=N82E16820231456

Western Digital Caviar Blue WDBAAX5000ENC-NRSN 500GB 7200 RPM 16MB Cache SATA 3.0Gb/s 3.5" Internal Hard Drive
http://www.newegg.com/Product/Product.aspx?Item=N82E16822136784 $85 at Amazon.

Western Digital Caviar Blue WD1600AAJS 160GB 7200 RPM 8MB Cache SATA 3.0Gb/s 3.5" Internal Hard Drive -Bare Drive $80
Asus GTX550 video card $129.99
ASUS ENGTX550 TI DC/DI/1GD5 GeForce GTX 550 Ti (Fermi) 1GB 192-bit GDDR5 PCI Express 2.0 x16 HDCP Ready SLI Support Video Card
http://www.newegg.com/Product/Product.aspx?Item=N82E16814121435

DVD: ASUS DRW-24B1ST/BLK/B/AS Black SATA 24X DVD $19.99
http://www.newegg.com/Store/SubCategory.aspx?SubCategory=5&name=CD-DVD-Burners

Koutech IO-RCM630 Multi-in-1 USB 3.0 SuperSpeed Front Panel Internal Card Reader with USB 3.0 Port (3.5") $33
http://www.newegg.com/Product/Product.aspx?Item=N82E16820162030

Microsoft Windows 7 Home Premium SP1 64-bit - OEM $100
http://www.newegg.com/Product/Product.aspx?Item=N82E16832116986
 
cma6 said:
I'm having the following system built for me by a local shop. However, I have to buy all the components. I'm leery of spending over $2K without being able to talk to anyone on the phone. Newegg website states: "Newegg does not accept orders by phone, chat, email, fax or mail."
Can anyone recommend a reputable seller in terms of quality, customer service, and RMAs. I'm willing to pay a bit more then at an internet-only cite like Newegg.
Thanks, CMA

HAF 932 case
COOLER MASTER HAF 932 Advanced Blue Edition RC-932-KKN3-GP Black Steel ATX Full Tower Computer Case $160

http://www.newegg.com/Product/Product.aspx?Item=N82E16811119213

Noctua NH-D14-2011 Dual Radiator Cooler with PWM fans, LGA2011 only $90.
http://www.newegg.com/Product/Product.aspx?Item=N82E16835608024&Tpk=Noctua NH-D14-2011

Corsair 850W Powersupply $169.99 CORSAIR Professional Series HX850
http://www.newegg.com/Product/Product.aspx?Item=N82E16817139011

Intel 510 Series (Elm Crest) SSDSC2MH120A2K5 2.5" 120GB SATA III MLC Internal Solid State Drive (SSD).
http://www.newegg.com/Product/Product.aspx?Item=N82E16820167042 $280

ASUS Sabertooth X79 TUF Motherboard - ATX, Socket R (LGA2011), $340
http://secure.newegg.com/WishList/TemporaryWishList.aspx?ChangeQty=0

Intel i7 3930K processor $599.99
http://www.newegg.com/Product/Product.aspx?Item=N82E16819116492

G.SKILL Ripjaws X Series 16GB (4 x 4GB) 240-Pin DDR3 SDRAM DDR3 1866 (PC3 14900) Desktop Memory Model F3-14900CL9Q-16GBXL $130
http://www.newegg.com/Product/Product.aspx?Item=N82E16820231456

Western Digital Caviar Blue WDBAAX5000ENC-NRSN 500GB 7200 RPM 16MB Cache SATA 3.0Gb/s 3.5" Internal Hard Drive
http://www.newegg.com/Product/Product.aspx?Item=N82E16822136784 $85 at Amazon.

Western Digital Caviar Blue WD1600AAJS 160GB 7200 RPM 8MB Cache SATA 3.0Gb/s 3.5" Internal Hard Drive -Bare Drive $80
Asus GTX550 video card $129.99
ASUS ENGTX550 TI DC/DI/1GD5 GeForce GTX 550 Ti (Fermi) 1GB 192-bit GDDR5 PCI Express 2.0 x16 HDCP Ready SLI Support Video Card
http://www.newegg.com/Product/Product.aspx?Item=N82E16814121435

DVD: ASUS DRW-24B1ST/BLK/B/AS Black SATA 24X DVD $19.99
http://www.newegg.com/Store/SubCategory.aspx?SubCategory=5&name=CD-DVD-Burners

Koutech IO-RCM630 Multi-in-1 USB 3.0 SuperSpeed Front Panel Internal Card Reader with USB 3.0 Port (3.5") $33
http://www.newegg.com/Product/Product.aspx?Item=N82E16820162030

Microsoft Windows 7 Home Premium SP1 64-bit - OEM $100
http://www.newegg.com/Product/Product.aspx?Item=N82E16832116986
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What are you afraid of? Newegg is an amazing site with really amazing customer service. I spent $1600 there when I was 17 for my C2D setup.
 
Yeah man your build looks fine. Order away. Newegg is great place to buy from.
 
Been good to me. I called and asked if I could have a promo code applied to my order after I placed it.

They gave me a one time exemption and did it. They could have said, sorry the terms say otherwise and I would have been fine with that, but I asked and they offered it.

TY Newegg.
 
They've always treated me right. I've been buying from them since they had B & M stores.
 
I've spent thousands at newegg. There CS is TOP notch. Go with them, you wont be sorry. I'm sure you've heard it before as well but for what its worth you could save yourself a lot of money putting that together yourself. With a little research it is REALLY easy. GL either way!


Last time I had to contact CS I had ordered a grilling kit, they told me I could return it for a new one or they would give me a $20.00 site credit. The kit was on sale and had only cost $10.00 as it was. Made money on that deal.

Any other time I've RMA'd something they have always paid for shipping and been extremely prompt. Their shipping is usually VERY quick and they are VERY good about refunding the shipping charge if ANYTHING happens (even out of their hands) and it doesnt get to you on time.
 
Thanks for the replies from the Neweggers. I realized when I saw them that I perhaps should have posted in another thread--just didn't know which one to try.
I don't want to put my credit card on line for over 2K of purchases and have no way of contacting the vendor other than email and hope for the best. So I am looking for another vendor with phone service. I was hoping you guys had other recommendations.
 
cma6 said:
Thanks for the replies from the Neweggers. I realized when I saw them that I perhaps should have posted in another thread--just didn't know which one to try.
I don't want to put my credit card on line for over 2K of purchases and have no way of contacting the vendor other than email and hope for the best. So I am looking for another vendor with phone service. I was hoping you guys had other recommendations.
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Who said anything about not being able to contact them on the phone?

They don't accept orders over the phone they do have customer support. There's no tech support if that's what you're talking about.

Newegg has been good to me for the most part but one issue I had did annoy me a little.

I ordered some memory from them and it went on sale before it shipped and I contacted them and they did give me a $10 credit which was great.

After that the memory shipped and must have gotten misplaced with their shitty eggsaver shipping that goes from I think DHL to USPS. I waited probably close to two weeks and figured it wasn't coming so I filled out the online claim form Newegg has.

It didn't take to long before I got an e-mail saying the claim was resolved and I got a tracking number. They sent me another set of memory with the same slow eggsaver shipping that was the reason I never got it in the first place and this was over two weeks after I placed the order. I would have thought Newegg would have at least sent it second day. They didn't apologize or anything either... just gave me the tracking number and said the claim was resolved.

A couple of days later whoever lost it must have found it and the first set came in the mail and the replacement Newegg sent came in the time frame it should have so I ended up with two sets of memory for the price of one and they did give me the price adjustment so I came out ahead other than waiting 3-4 weeks for my memory but I thought Newegg would have cared a little more two weeks after my order was place and I didn't get it.

I'll still buy from Newegg and it wasn't their fault the order got lost I just think they could have sent it with faster shipping since I was stuck waiting that long. I still buy from Newegg and don't see that changing anytime soon but I always look around at other places first.... their prices aren't what they used to be and if their CS isn't top notch then I'd rather pay less elsewhere.
 
cma6 said:
Thanks for the replies from the Neweggers. I realized when I saw them that I perhaps should have posted in another thread--just didn't know which one to try.
I don't want to put my credit card on line for over 2K of purchases and have no way of contacting the vendor other than email and hope for the best. So I am looking for another vendor with phone service. I was hoping you guys had other recommendations.
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I mean newegg has many ways under their contact us to contact them. If your deadset against them you can try amazon or tiger direct. I can honestly tell you though that newegg is not going to cause you problems. Could also set up a paypal account and use it through newegg for another layer of defense. GL with it all!
 
m33pm33p said:
I mean newegg has many ways under their contact us to contact them. If your deadset against them you can try amazon or tiger direct. I can honestly tell you though that newegg is not going to cause you problems. Could also set up a paypal account and use it through newegg for another layer of defense. GL with it all!
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If you're afraid to order from Newegg I'd say go to Best Buy or a local computer shop you can talk to someone in person.
 
I've noticed it going downhill as well.

I mean, i eventually got the 2 problems i had resolved, but they took an incredibly long time and many back and forth emails and finally thinly veiled threats at lost business etc.

If anyone knows me, I hate doing that because i've been on the CS end. IT takes a lot to put me into that mode, so that is saying something.

To be fair they were eventually resolved...but the run around I got from them...Not at all what I used to get when dealing with the egg.
 
This thread is full of many serious complaints against Newegg by longtime customers. That, together with the fact that I cannot order by phone, was why I am looking elsewhere.
 
wowcro said:
Anyone else notice that they became rude in the last year or so? Maybe I am reading this wrong however the last couple of interactions I had with them were awful. Not sure what is going on over there but the level of service I used to get two or three years ago is gone.

Seems that their level 1 customer support is now focused on getting you off the phone instead of working with you to solve your problem. Even in situations when newegg clearly screwed up...

Anyone else had similar interactions? Lately, I have been voting with my wallet and feeding my tech addition from other retailers.
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I have noticed the same.... Now I just use thier prices and have Frys match it. If the crap is bad I just return it.. no customer support to deal with.
 
Hi Wowcro:
Thanks for the reference to Frys. They had 3 of the items on my list at as good or better prices as Newegg. Can you order by phone at Frys? How are returns there?
Have you used Tigerdirect, which also allows phone shopping? TD had most of the items on my component list so I'd like to shop there and fill in the rest at Amazon or Frys.
Thanks, CMA
 
I've never had a problem they didn't resolve professionally, they did ship me the wrong mb twice in a row but they did pay return shipping.
When I've called to complain about a price dropping on something I've just bought they have always refunded the difference.
I've had damaged cases and they paid return shipping and full refund.
I don't think I've had one bad experience with them yet and that goes back over a lot years
 
cma6 said:
Hi Wowcro:
Thanks for the reference to Frys. They had 3 of the items on my list at as good or better prices as Newegg. Can you order by phone at Frys? How are returns there?
Have you used Tigerdirect, which also allows phone shopping? TD had most of the items on my component list so I'd like to shop there and fill in the rest at Amazon or Frys.
Thanks, CMA
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Just curious..... why do you want to order over the phone? Frys is a chain store you can go to but also sells stuff online.... not sure if they do phone orders or not.

I'd rather order stuff online or in a store and not over the phone myself.... just my personal preference I guess.

Newegg is a great place to buy from. As long as you don't need tech support and you know what you're buying and what you need. Price wise Newegg isn't always the best so I shop around now but they've been around since I think 2001 and Newegg is like a Best Buy for computer parts. They've expanded and sell other stuff now.... I don't care so much for that I liked the old Newegg better but I wouldn't worry about making a large purchase from them I'd just look more at the prices VS other places.
 
I don't like putting my credit card online. Also, I like to talk to a vendor, so that if the components don't come (or the wrong ones), I want to be able to make a call. An email is too easily ignored. Just look at the posts in this thread about Neweggs RMAs gone wrong.
 
Ok, here's my customer service 'horror' story.

Let's rewind to about 1 year ago. Purchased a dual headrest dvd/video monitor for my vehicle for my 1 year old (and soon to arrived new born) to watch Disney/Pixar/Baby Einstein/Baby Bumble Bee dvds. The power cord was already shredded (possible manufacture defect) and it was a custom DC power cord for duel units, so it would be nearly impossible to replace myself.

Packed it back up and returned to newegg. Newegg declined my return saying the product was 'used'.
Had to chat with them and report that I tried to test the units, but the power cord was damaged before it arrived. They agreed to rma it. All I wanted was a replacement (it was for my kids). Newegg said no problem. 1 week later, no replacement. Followed up with a chat rep, said the item was out of stock now. It wasn't a week before, but I understand things happen. I asked for a refund instead. They said they would issue a refund and did so 7 business days later.

Other than that, 99% of my newegg experiences have been pleasant. I do think their different shipping fulfillment facilities have different packing policies. The plant in Tennessee uses paper, and generally packs items well, but my last order for a mobo (Gene-z) the mothboard box was at the bottom of the box and the rest of the box was packed with paper. I don't mind what they use to pack it with... but pack BOTH sides of a product with packing paper.

NJ plant generally is generous with bubble wrap, and a few items from their Cali shipping plant I've received have had good packing using air bubbles.


Newegg should REALLY really have a support rep for this forum. A) This would allow them to address issues that shouldn't be issues. B) Prevent bad issues from getting worse.

I understand not everyone is going to be happy, but dedicated forum presence over the years has shown that certain brands care more.

I've been shopping with Newegg since 2001 I believe and while my overall total isn't $35,000 - It's the small orders that are the bread and butter for newegg.
 
cma6 said:
I don't like putting my credit card online.
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You're welcome to your opinion. I'd just like to point out that regardless of whether or not you order online or over the phone, your information likely goes into the same database.

Personally, I'd prefer a computer handling my credit card information as opposed to a person I don't know from Adam.
 
BigJayDogg3 said:
You're welcome to your opinion. I'd just like to point out that regardless of whether or not you order online or over the phone, your information likely goes into the same database.

Personally, I'd prefer a computer handling my credit card information as opposed to a person I don't know from Adam.
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You are right about that. However, I don't like having my credit card info sent over the net, even though it will still go into the same Newegg DB either way. My hope was to find alternatives to Newegg.
 
cma6 said:
I don't like putting my credit card online. Also, I like to talk to a vendor, so that if the components don't come (or the wrong ones), I want to be able to make a call. An email is too easily ignored. Just look at the posts in this thread about Neweggs RMAs gone wrong.
Click to expand...

Newegg does have phones there is a number you can call them on. They just don't take orders over the phone.

Myself I would feel better ordering stuff online and being able to look at what I'm ordering... no chance of hearing the person on the other end wrong or them hearing you wrong....what you're ordering is right in front of you and you can print it out if you want. I would think there would be a better chance or getting the wrong parts ordering over the phone if the person your talking to heard you wrong or like tech support only speaks english half way.

I don't think I've ever had to RMA anything to Newegg so I can't comment on that but they've been good to me so far other than their prices getting high enough to make me look elsewhere.

I haven't been buying a lot online recently but other than Newegg I go to Amazon, Buy.com, and superbiiz.com mainly. I'm sure there are plenty of other good online stores but those are the ones I stick to for the most part.

One more thing I wanted to say..... As far as being afraid of putting your credit card number online....I'm not really sure how but I've had two of my CC's scammed one last year and one this year about the same time..... I didn't have to pay a thing for the charges I didn't make...Just had to make a call to the credit card company.... tell them what charges weren't mine and they took care of the rest.... I did have to get a new number but I didn't see that as to big of a deal. Chase even offered to overnight ship me a new card.... I had them to just send it regular mail since all I used it for was monthly bills that weren't due for about two weeks.

Neither company told me how my card got scammed but it didn't cost me anything except a quick phone call and getting a new CC number.
 
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I've sent some RMA's to Newegg and almost all the time (except for buyer remorse) they paid shipping both ways and often, if you are a loyal customer, they will waive any restock fee. I can't say enough about Newegg, really. On one occasion, they covered a rebate gone bad (had all the paperwork correct, certificate of delivery, etc but the company rejected the rebate ... be sure to have a paper trail and KEEP COPIES of all paperwork/UPC labels, etc).
 
Newegg is becoming less and less fun to deal with lately. :/


Newegg Live Chat:


Chloe: Hi, my name is Chloe. How may I help you?

Me: I'm a little frustrated right now and I hope you can help me. I recently purchased a Corsair Force GT 90GB SSD, it was received yesterday. It was installed today and we have been receiving random blue screens every 20 to 30 minutes since it was put in. I would like to return it. I also noticed the DAY that I received the 90GB Corsair Force GT... You guys put the 120GB Force GT on sale for $15 cheaper (after rebate, and still only $15 more before the rebate) than what I got the 90GB for. I would like to pick up the Corsair Force GT 120GB instead. I'm hoping we can work something out to waive the restocking fee as I'm already having to pay shipping and I was shipped a defective product.

Chloe: I am glad to help you on this issue. One moment please…

Me: sure. :)

Chloe: Thank you for holding. I do apologize for any inconvenience this may have caused. After checking, I show that this item is non-refundable. Unfortunately, we are unable to issue a refund RMA for you.

Me: So... I was sent a defective product that doesn't work and I can't even get a refund on it...?

Chloe: I do apologize for any inconvenience this may have caused. Please kindly note that we may issue a replacement RMA for you.

Me: I thought the FTC had consumer protection laws that required you guys to give a refund within a certain amount of time.

Chloe: I do apologize for any inconvenience this may have caused. Please kindly note that our return period for this item is 30 days from the original invoice date. And this item is non-refundable.

Me: Why would I want a replacement unit when the one you sent me is not only defective but the 120GB version (which also seems to have a better track record than the 90GB post recall) is $15 cheaper. It's also within a WEEK of the invoice date. This is ridiculous. We've spent $8,000 through newegg in the last 9 months between our 3 accounts.

Chloe: I do apologize for any inconvenience this may have caused. Please kindly note that we are unable to issue a refund RMA for you since this item is non-refundable. If you agree to keep this item, I would like to offer a gift card of $15 for you as courtesy.

Me: /Sigh. Well I can't really keep the item as it's defective and doesn't work. However if there is really nothing you can do to help me with a return, I would rather RMA it through Corsair as opposed to you guys' as Corsair will cover my shipping. I'm really sorry I may be ordering from Amazon from now on as they apparently have a much better return policy. Newegg used to be the pinnacle of customer service. :(

Chloe: I do apologize for any inconvenience this may have caused. Please kindly note that if you agree to issue a replacement RMA. I would like to offer a gift card of $15 for you as courtesy.

Me: And as I said... I would much rather have the rma issued through Corsair as Corsair will cover my shipping while you guys will not. The $15 gift card I get for rma'ing through you is a gift card... So I can't use it to cover shipping. I should be getting the gift card just for the trouble of having a defective unit and being blindsided with a "no-return policy" in my opinion.

Chloe: I do apologize for any inconvenience this may have caused. Please kindly note that we will issue a pre-paid UPS return shipping label for your defective item.

Chloe: Is there anything else I can help you with today?

Me: That doesn't sound so bad. I am still more interested in returning the ssd for a different model though. Can this ticket be escalated at all? Is there a supervisor or someone I can talk to to try to get a refund cleared? Even if I have to pay the restocking fee?

Chloe: We apologize for any inconvenience this may have caused. We do not exchange for different items at this time. We can only refund or replace an item with the exact same make and model.

Me: But I know for a fact that exceptions can and have been made.

Chloe: May I have one moment to check with my supervisor?

Me: Of course you may.

Chloe: Thank you for holding. After checking with my supervisor, we would like to issue a refund RMA for you as a one time exception. Please kindly confirm with us do you still have the retail box and all the accessories you have received with the item?

Me: Yes I do.

Chloe: Thank you for the information. I have issued you an RMA for a refund. You will receive an email confirmation shortly. I have also issued you a prepaid UPS return shipping label as a courtesy for your defective product. You will receive the return shipping label in a separate email within 24 hours.

Me: Gotcha. Thanks for answering my questions and for the help you have provided. This is all I needed.

Chloe: It is my pleasure! Thank you for contacting Newegg. I hope you have an Eggcellent day!
 
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Fixall said:
Newegg is becoming less and less fun to deal with lately. :/

[chat]
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Working in customer service, I can tell you that agents are supposed to follow certain guidelines and procedures, especially when it comes to refunds and defective product. I did like how the agent mentioned how the Newegg refund policy is 30 days, then waved the fact that the item was non-refundable. Isn't that a bit of a cocktease?

At any rate, at least you got your refund and don't have to pay for shipping. Newegg seems to have lost base with what made them popular in the first place, and could learn a thing or two from looking into the past.
 
Still doing great for me. Bought an OCZ Zt750w PSU last monday then on thursday there was a code for $15 and a $20 MIR.
I knew they couldn't do anything about the MIR. But they sent my email a $15 gift card for the difference.
 
Fixall, how the hell do you call that "less fun to deal with lately"? The CSR not only did what any other company's CSR would do in that situation, but you got your refund just like you wanted. Give me a break! Some people will find any reason to complain about something...
 
Wage said:
Fixall, how the hell do you call that "less fun to deal with lately"? The CSR not only did what any other company's CSR would do in that situation, but you got your refund just like you wanted. Give me a break! Some people will find any reason to complain about something...
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I understand the csr was following procedure. I have been working in customer service for several years and know how it works. This is what frustrated me.


1. I asked for a refund 3 or 4 times and was declined. I understand this is policy but after me asking a second or third time I would expect a supervisor to be involved. Overall, I'm ok with this part.

2. The list of items that are now "non-refundable" at Newegg is growing everyday. Purchasing an item from an online retailer who has a no-refund policy on half their items isn't much fun.

3. I had to ask for a supervisor twice. This I find unacceptable. The moment I asked if I could talk to a supervisor, it should have happened. If I had a customer ask me if they could talk to a supervisor or someone and I just regurgitated the same line about not giving refunds I would be reprimanded.
 
If you don't like the non-refundable policy, I'm sure Amazon wouldn't mind having your money :D.
 
ordered an evga gtx 580, rebate said $30.

printed everything out, did as they said, 4? weeks later evga tells me there is something wrong (don't remember exactly what) I contacted CS live support. they told me theyd get back to me in a few days. 4-5 days later i get an email saying that I gave evga the wrong form even though when i bought it/sent it they said it was the right form.

by now its too late to get the rebate, and i printed the rebate form that newegg gave me from their website saying that this product has this rebate with this form.

had a bunch of other items with rebates. only got a corsair one (the one that was worth the least) probably not newegg's fault, but who knows, maybe they supplied me with more wrong forms. =/
 
night_2004 said:
If you don't like the non-refundable policy, I'm sure Amazon wouldn't mind having your money :D.
Click to expand...

Haha, I quite agree. Which is why I mentioned exactly that to the csr, lol. Maybe it'll be noted somewhere, I'm sure plenty of people have been saying it to them.
 
Well then. My job is procurement, and Newegg may be off the list.

I've ordered things from NE with overnight shipment many times in the past. Heck, when I lived in San Diego and was ordering things for myself, I was close enough to their distribution center than standard ground shipping got everything to me overnight.

Apparently now, Newegg no longer offers next-day delivery. Sure, you can select overnight shipment, but they officially take 24-48hrs to ship the items in the first place, meaning the fastest delivery you can select is 48-72hrs. This caused a HUGE problem for us, as we thought we'd be getting material the day after we ordered (they list a deadline for overnight shipment, even! Why have that!?!), and, well, two days later it hasn't shipped (we're over 48hrs, btw). Called customer service, had it confirmed that yes, it is misleading to say there's overnight delivery when there's not (got the rep to say this!).

Yeah. They pissed enough people off with this (including our customer), that I'm pretty sure we're going to refuse to work with them anymore.

Provantage has been good to us, though, even if their deadline for overnight delivery is kinda early. Regardless, there's a reason I tend to only use consumer-level distributers for personal purchases.
 
I had my one and only non-RMA customer service interaction with Newegg about a year and a half ago. I ordered a two-pack of batteries for my Xbox controllers, and they never arrived. I called UPS since I had the tracking information, but UPS said I have to contact newegg, since they paid the shipping. Newegg just sent me a new pack (About $18 plus shipping)

Considering I found out about a month later that the package DID arrive, and was stolen by one of my neighbors, I think their customer service was awesome. They didn't even question me, even though the issue was obviously not their fault. When I called and explained the issue, the CSR said to just keep the batteries. Wow...

I rewarded them by buying a couple indoor/outdoor security cameras, I thought my porch needed a little more attention.
 
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