Let me tell you a little story about NewEgg Customer Service..

T

TheBluePill

2[H]4U
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Aug 17, 2005
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First things first, I have been a Customer of NewEgg since they opened their doors and I have probably spent about $20K with them in that time frame.

Last week I purchased a whole host of system upgrades from them, including a Q9300 and an MSI P35 Neo-Combo-F Motherboard to run it on. My System was down and I rushed the parts on order and got them quickly, as I am used to with Newegg.

Everything was great with the build except for the Motherboard, Booted for about 5 minutes (Long enough to get in windows and surf to hard forum for a minute or two) and then died and wouldn’t come back on... Since My system was down, I had to go to a local vendor and buy another motherboard the next morning.. Wound up with a nearly identical MSI P35, just without the DDR3 support, cost me $129.. a $45 premium over Newegg's Motherboard price.. But, I was in a hurry and it had to do.

I filed for an RMA for Newegg as a DOA since I didn’t need the old board replaced and just wanted me money back.. I noted New Egg has a 15% restocking fee, even for DOAs and I have to pay shipping back.. I thought that was a poor business practice, but I have saved so much money with them over the years, I figured I would let it slide. (Although it does make me leery of buying some higher priced parts when Im in a hurry and cant wait for an exchange on a defect.)

As usual, i went through and Reviewed all of the items I purchased. for the Motherboard I wrote this, with my thoughts on the RMA process in the Other section;

-------
Pros:
Great features for the Money. The DDR3 out of the box was a big
attraction, as well as the other features on board.

Cons:
This board Booted up for all of 5 minutes before taking a dump on me.
Just plain out died, no beeps, KB Lights, Video output.. Nothing, Nada.
Zip.

Had to buy another board from a local Vendor, the MSI P35 Neo-F (Non
DDR3 Support Version of this board) and it works like a champ.

Other Thoughts:
Regrettably, Newegg charges a 15% restocking fee for returning DOA
items, and I have to Pay Shipping.. So over $20 just to give them back
this DOA Board. BIG Thumbs down for Newegg.
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2 Days later, I received an Email from Newegg customer service, it included a copy of my review and an apology for the defective item, along with statement to waive the restocking fee!

Yes, that’s right, Someone actually took the time to read the review, alert customer service, track my order down and made a decision to try and remedy the situation!

I am in Total Shock! This is unbelievably great service! Its almost unheard of in e-commerce for customer service like this, its fantastic!

So for Newegg, you have had my business for a long time and you will continue to have it with great customer service like this. TWO BIG THUMBS UP for you and a big thank you do your two CS reps that took care of me (Dennis and Alexander)!

-T
 
Newegg's the best, even when their prices aren't*.


*Don't get a big head, Newegg. Keep those prices low.
 
Sadly, I wish I could have experienced the same experience, I was told that I was SOL... luckly I went through with manufacturer RMA.
 
i have to agree with the OP, i purchased a 2gb (2x1gb) kit of ddr 1000 baliistix for $360 beginning of '07
so the beggining of 08 they started to fail. i loved those rams but i notified newegg saw i literally had 3 weeks of warranty on them thru new egg. i figured ahh well i'll just credit or something of equal or lesser value.

turns out because they are defective you supposed to get a full refund. 15% restocking fee is for fully functional items. so i got my refund and bought the gskill 4gb ddr`1000 kit for 1/3 of the price.

newegg FTMFW
 
I've been happy with NewEgg's customer service as well. Remember the Connect3D $50 rebate fiasco that Buy.com screwed people on?

Well I ordered the same card from Newegg and sent in the same $50 rebate form.

After we all find out that the US division went belly up, all I had to do was send a link to NewEgg customer service that showed that Connect3D was no longer in business here in the states and that they weren't honoring their $50 rebates, and I had a $50 deposit into my PayPal within 48hours.
 
I guess it really depends who you're talking to from the egg.

My sig doesn't represent my current system too well, and in a week it will be compeletly different again.

My first motherboard for my E6600 was an Asus 650i. I went with the 650i as I was not super impressed with the 680i's for the increase in price. The 650i actually booted, but there was an internal grounding problem that ending up costing me $22 for a new bios from asus, where the mobo still failed.

So I had 2 choices;
A) RMA the board to Asus
B) RMA the board to Newegg

Asus told me it was a 2-3 week turn around time. After spending close to 1500(amount is immaterial) I was NOT going to wait for 2-3 weeks to have my new system running.

I chose Option B.

But after thinking about it, my system chugged around windows with the 650i, it just wouldnt overclock, and it would never shut down in the power off sequence.

So I told newegg what my plan was. I decided to order the Evga 680i 122-CK-NF68-A1 and when it arrived, I would RMA for refund. The lady on the phone said no problem. Didn't even have to question her about restocking fee, I think she just waived it.

The egg takes care of you, and it's impressive. You need to realize that it's probably the largest hardware online retailer available, and it's rather difficult to handle every Customer Service the same.

I've always noticed if you thank the vendor, but tell them you're dissatisfied with the service and it was a disappointment, and even that you may think twice about ordering again they usually tend to be more helpful to correct the situation.

See online retailers know that their downfalls is spread by word of mouth. If you get even 1% of this forum to think twice about using newegg, they will feel the pain.
 
Cloud15x said:
I guess it really depends who you're talking to from the egg.

My sig doesn't represent my current system too well, and in a week it will be compeletly different again.

My first motherboard for my E6600 was an Asus 650i. I went with the 650i as I was not super impressed with the 680i's for the increase in price. The 650i actually booted, but there was an internal grounding problem that ending up costing me $22 for a new bios from asus, where the mobo still failed.

So I had 2 choices;
A) RMA the board to Asus
B) RMA the board to Newegg

Asus told me it was a 2-3 week turn around time. After spending close to 1500(amount is immaterial) I was NOT going to wait for 2-3 weeks to have my new system running.

I chose Option B.

But after thinking about it, my system chugged around windows with the 650i, it just wouldnt overclock, and it would never shut down in the power off sequence.

So I told newegg what my plan was. I decided to order the Evga 680i 122-CK-NF68-A1 and when it arrived, I would RMA for refund. The lady on the phone said no problem. Didn't even have to question her about restocking fee, I think she just waived it.

The egg takes care of you, and it's impressive. You need to realize that it's probably the largest hardware online retailer available, and it's rather difficult to handle every Customer Service the same.

I've always noticed if you thank the vendor, but tell them you're dissatisfied with the service and it was a disappointment, and even that you may think twice about ordering again they usually tend to be more helpful to correct the situation.

See online retailers know that their downfalls is spread by word of mouth. If you get even 1% of this forum to think twice about using newegg, they will feel the pain.
Click to expand...

yeah i would have rather gone thru newegg rather than asus. asus' support is goddamn abysmal.

i too have never had a problem with newegg. i think i've spent over $4k there over the last 5 years. course i've only had to RMA one part...but even that was painless. :)
 
I bought a refurb card from Newegg. It broke after a little over a year.

I tried to get Sapphire to replace it, but they wouldn't, so I called Newegg. Newegg said they couldn't do anything. I explained to them how I had ordered thousands of dollars worth of merchandise from Newegg etc. and they gave me $50 credit when they were obligated to give me nothing at all. The card ran me like $80 when I bought it, so $50 was pretty generous.

I rarely by anything computer related from anywhere else, they really know how to keep customers coming back.
 
My Westinghouse monitor didn't come with a VGA cable (weird, I know) so I notified Newegg (after connecting Westinghouse first) and they refunded me $10 for the cable since it wasn't in-stock. No questions asked.

Great service. :thumbup:
 
NewEgg knows how to stroke us the right way. :)

I made a compatibility mistake years ago and they waived the restocking fee for me and gave me $50.00 store credit for shipping. Love em.
 
This happened to me once, I just called them up for the doa item and they paid shipping back with no restocking fee.
 
Made an RMA for ram that I accidentally fried myself. They sent me a new clean pair of crucial ballistix for no charge after they recieved my fried ones. I have been a customer since 05 and I love them.
 
I bought ram 2 weeks ago, came in a couple days later and the price dropped 15 bucks cause of a promo code, e-mailed them and said they would deposit the 15 into my account, woots. Now i just hope the RMA of the memory goes as good :(
 
I thought this was heading the other direction...they read your review, decided that it wasnt DOA. and wouldnt RMA it...

Its nice to hear that good online customer service exists.
 
cbags101 said:
I thought this was heading the other direction...they read your review, decided that it wasnt DOA. and wouldnt RMA it...

Its nice to hear that good online customer service exists.
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its nice to hear that they are almost always willing to help the customer, its postings like this that make companies think twice about screwing over people.
 
jjager85 said:
its nice to hear that they are almost always willing to help the customer, its postings like this that make companies think twice about screwing over people.
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Agreed.. And over 1,000 people have read this story so far, that is a VERY good thing.
 
The Views count isn't unique views. People subscribed (mainly people who've posted in this thread) have viewed it multiple times.
 
I ordered an Open Box Mobo/CPU combo for cheap, and the processor never came with it - so they allowed me to pick any processor (socket 754) that I wanted, that was under 30 bucks (same price as the one I ordered.)

So where-as I had to wait longer, I got the retail version (heatsink and all) of the CPU for free! I really love Newegg Service.
 
ive only ever had to RMA a power supply to them, and it was the most painless RMA experience ive ever had, i even messed up by not including a slip in the box and they still sorted it out quickly...

<3 newegg
 
I had a board DOA as well, and they promptly overnighted a new board to me right away. I didn't even have to send the board to them first.

I've always had good service with them.
 
Newegg has given me $55. Not a refund or rebate or whatever, just gave it to me.

$25 HD enclosure - Ordered the wrong one, needed an esata. Chat rep just credited my credit card for $25, and said keep the enclusore.

$30 - I ordered a product that had a rebate the day I ordered. Like a dope I didn't grab it when I ordered, but went to look for it like a week after I got it. No rebate and I basically told the rep I was "pretty sure" there was a rebate at the time. He/she just said "I cannot find the rebate, but would you accept $30 to your credit card and an apology?"

Or something to that effect.

"UM YES"

Newegg rocks.

I've also had a time or 2 where they didn't ship something out for a day or 2 after I ordered it, but overnighted it.

They rock even more, given that their main warehouse is in socal, so my UPS ground orders get here in a day, nearly every time.
 
I envy you guys who have these sorts of things happen. I've had to return a number of defective products, and only once that I can recall have I not had to pay the shipping. Everyone who has a defective Logitech product says they simply ask for a copy of a receipt, then send a replacement. Of course, I had to pay to send my defective stuff in.

I bought a Thermalright mosfet heatsink as it was listed as compatible with my motherboard on their site. When I tried it out, it was most definitely not compatible. After emailing Thermalright a few times and giving them some measurements, they acknowledged that they listed the wrong one. They offered to replace mine, but they wouldn't cross ship. Being behind schedule already because of the time it took to figure this out, I simply ordered a new one(this actually just happened :p).

A couple months ago I got a Newegg coupon from their promo email, but it didn't work. A few other people reported having problems with it. I talked to their customer service, but they said they couldn't do anything.

I don't have anything against these companies at all. I still happen to love Logitech peripherals, Thermalright heatsinks, and ordering from Newegg(free/cheap 3-day shipping is win). I just can't say I had any amazing experiences, only normal ones, but none very bad, either. Maybe its because I can't bring myself to yell at people I don't know over the phone. :p
 
mikey976 said:
i have to agree with the OP ...

newegg FTMFW
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QFTMFT!

I've spent over $3,000 on items from NewEgg over the past year or so, and whenever someone I know has a computer part that goes out or needs an upgrade or a new PC, I make sure they purchase the parts through NewEgg.

NewEgg is a life saver, and a great business.

A dream-come-true would be if NewEgg bought out Fry's/Outpost so they could have B&M stores located near me :)
 
I only wish they were consistent with their CS tactics. I haven't had any problems myself but I know a few who have.

It's nice to hear they are trying though.
 
the only thing i ever had to RMA back to Newegg was a digital camera I bought for my brother for birthday/christmas 2 years ago. It was on sale with free shipping. It came and there was a scratch on the lcd. I quickly contacted Newegg CS, and filed an RMA. They were kind enough to reimburse shipping charges to my account. I sent it back and did not hear anything for a couple of days. Then I went online to check the status, and it said that my RMA was being rejected, and the camera would be sent back to me. Panicked, I called CS and asked what was up. They said that the camera I sent back to them, was not the one they sent me. They said that they record serial numbers before shipment. I calmly explained that it was the one they sent me, I maybe had the camera out of the box for 10 minutes while I was looking at it to make sure it was defect free. They accused me of switching the camera they sent with one I had already. Which was the most ludicrous thing I had ever heard. I hung up the phone, wrote a letter to their customer service, and one to the BBB. A week later, I received an email from Newegg stating that it was an error on their part, and they would accept my RMA. They really didn't offer any apology.

I had previously spent around $6,000 with them in the past, they were the only place I would buy computer parts from. I just completed a new build, and I only bought a DVD drive from them. I try to stay away from Newegg but that is also in part to lower prices at Amazon, Frys, Microcenter, etc.
 
deft touch said:
the only thing i ever had to RMA back to Newegg was a digital camera I bought for my brother for birthday/christmas 2 years ago. It was on sale with free shipping. It came and there was a scratch on the lcd. I quickly contacted Newegg CS, and filed an RMA. They were kind enough to reimburse shipping charges to my account. I sent it back and did not hear anything for a couple of days. Then I went online to check the status, and it said that my RMA was being rejected, and the camera would be sent back to me. Panicked, I called CS and asked what was up. They said that the camera I sent back to them, was not the one they sent me. They said that they record serial numbers before shipment. I calmly explained that it was the one they sent me, I maybe had the camera out of the box for 10 minutes while I was looking at it to make sure it was defect free. They accused me of switching the camera they sent with one I had already. Which was the most ludicrous thing I had ever heard. I hung up the phone, wrote a letter to their customer service, and one to the BBB. A week later, I received an email from Newegg stating that it was an error on their part, and they would accept my RMA. They really didn't offer any apology.

I had previously spent around $6,000 with them in the past, they were the only place I would buy computer parts from. I just completed a new build, and I only bought a DVD drive from them. I try to stay away from Newegg but that is also in part to lower prices at Amazon, Frys, Microcenter, etc.
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They did this very same thing to make with 1TB hard drives which were defective, there was nothing I could do or say. I ordered dozens of 1TB drives (bought all my 1TB's from NE exclusively), when I found a bad one, I went to do the RMA... they claimed that I switched the product as the serial numbers did not match my order... umm... okay, so I tried to argue with them as they are the only place I bought these drives from and bought them all at once... but no go... they didn't have any of the drives registered in their system... man was I pissed.

I ended up going through the factory and they had no problems issuing me an RMA and replaced the drive.


I am a bit skeptical when I order from newegg, especially hard drives (not to mention how crappy they package these drives).

I don't know how they do their serial number recording, but it would be nice if they placed those serial numbers in the ordering history so that way you can spot these issues quickly... I have the feeling that their serial recording system is very spotty or "convenient"
 
Ockie said:
They did this very same thing to make with 1TB hard drives which were defective, there was nothing I could do or say. I ordered dozens of 1TB drives (bought all my 1TB's from NE exclusively), when I found a bad one, I went to do the RMA... they claimed that I switched the product as the serial numbers did not match my order... umm... okay, so I tried to argue with them as they are the only place I bought these drives from and bought them all at once... but no go... they didn't have any of the drives registered in their system... man was I pissed.

I ended up going through the factory and they had no problems issuing me an RMA and replaced the drive.


I am a bit skeptical when I order from newegg, especially hard drives (not to mention how crappy they package these drives).

I don't know how they do their serial number recording, but it would be nice if they placed those serial numbers in the ordering history so that way you can spot these issues quickly... I have the feeling that their serial recording system is very spotty or "convenient"
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A Dozen.. Damn.. If I ever have to have a high performance mass storage system, youll be the first person I call to build it.

I would be amazed if they actually do record the serial numbers, ive seen nothing on any of their invoices to indicate they do.. Interesting.
 
TheBluePill said:
A Dozen.. Damn.. If I ever have to have a high performance mass storage system, youll be the first person I call to build it.

I would be amazed if they actually do record the serial numbers, ive seen nothing on any of their invoices to indicate they do.. Interesting.
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Dozen(s) with an s :D
 
Ockie said:
Dozen(s) with an s :D
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Double Damn.. thas Hard Core Bro! Im trying to get my company to put a couple hundred grand in to a SAN of some size.. the 200gb arrays on the File servers just arent cutting it anymore.. Same with the old LTO backups..

But.. that will probably be far in the future.
 
Here's what they did for me a few days ago:

I needed to replace my motherboard because a lighting strike killed its overclocking abilitity, and I was in a hurry to do it since my computer had been sitting around crippled during finals month (very depressing) and I only have a little bit of gaming vacation time before I start my summer associateship at a law firm. So, I ordered a replacement motherboard with overnight shipping (since anything else would have gotten it here after the weekend)...placed order at like 7pm my time and the board still got here the next day, which is amazing.

Unfortunately the board they sent me was totally DOA and it wouldn't even post at all. Went to their chat room, it was already around 5pm my time, and without any arguing on my part, the rep offered to RMA the old board for a full refund of cost + shipping with return shipping paid for by them, AND he offered to ship another board overnight for free if I ordered it then, but he said it wouldn't get here until monday(this was thursday evening).

So, I went ahead and ordered the new board, and not surprisingly, it came friday afternoon. Put it in the system, works great, and is a total beast of an overclocker (better than my first board in its prime!). In less than 48 hours, newegg got 2 different motherboards to me, and I didn't pay a dime of shipping.
 
NewEgg rocks. They have always met my needs be it cross-shipping, refunding the difference when an item dropped significantly in price shortly after purchase, tracking down specific revisions of a part, etc. Always the best service, prices and reliability.
 
I bought an open box biostar 6100-939 from the egg and it was DOA. I had to pay to send it back and lost 15% restocking. Newegg didn t waive any fees, offer to clean my room, or send me flowers. A fresh unmolested 6100-939 appeared on fleabay about a month later and I snatched it up. I still <3 newegg and buy almost all my parts there for customer builds, but after that experience I am a bit wary of open box specials... regardless of the vendor.
 
The last time I did an RMA, I had to pay for shipping. When I asked for cross ship I was declined when I asked for a refund of my charges I was declined.

I did get a two hats 4 days after my replacement showed up.

granted this was 4 years ago so...

:rolleyes:
 
Rydawg5143 said:
Openbox never tempts me cause they usually isnt much difference in price.
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i hear you, in this case the tforce 6100-939 had been discontinued and sold out everywhere since 2006 so I was just happy to come across one. it was hands down the best overclocking mATX board for socket 939.
 
burnin8r said:
i hear you, in this case the tforce 6100-939 had been discontinued and sold out everywhere since 2006 so I was just happy to come across one. it was hands down the best overclocking mATX board for socket 939.
Click to expand...
I had one and it was good. Although I also had good results with MSI's 6150 version.
 
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