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NewEgg Customer Service

Haha, right now I live in a good neighborhood, where you could leave your doors unlocked...

But once I move out (Still with the parents) I don't know where I'll end up... D=
 
crackbone said:
The shipment was returned as it was received. Everything was repackaged as it was sent out, including the DVI caps, etc. Not one item was missing from the box. (I've been doing this long enough to not throw it out until you are past the warranty/return period. :) )

Moreover, I wasn't attempting to be vague, I was attempting to be brief. I actually hadn't planned on posting anything here (I didn't start the thread), however, when I saw, Newegg Customer Service , I thought I'd check it out. When it started turning into piling on the compliments, I felt compelled to post.

The bottom line is, Newegg screwed up royal in my case. I had to take alot of personal time to attempt to deal with the issue and was unable to solve it to a reasonable satisfaction. Furthermore, after having spent so many hard earned dollars with them over the years, the conclusion of this was quite disappointing. I've recommended Newegg to everyone who was interested in this sort of thing, even before they became the defacto standard for component purchases.

I'm all about recommending and supporting a company that has solid business practices, but in the end, what did it get me? A borked video card, a $150 restocking fee, and a big fat headache.

The moral of the story : Even if you think the retailer you purchase from can do no wrong, caveat emptor.
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Dear Crackbone,

We truly apologize for any inconvenience. As stated in this thread we do only charge a 15% restocking fee unless the item is DOA, Defective, sent wrong item, not match what we show. In that case, then the restocking fee would be waived. Ofcourse, if the RMA is done online by the customer, the system still automatically charges the 15% restocking fee in which you would then simply contact us and we would then waive that fee. Newegg is always willing to make exceptions and wants each and every customer to have a very satisfied shopping experience with us. I would love to see what I can do to make this right for you, please contact me personally either by email at alex.a.villarino@newegg.com or via phone at 800-390-1119 ext 25040.

Sincerely,

Newegg Support
 
You guys really NEED to start sending ram in a BOX not a bubble bag. Thats just sad. This is the second time, in the past couple of months. I won't be buying ram from you guys anymore and will have second thoughts about using you guys in the future.
 
osrk said:
Same thing happened to me with a video card. They of course credited me back the difference! It's good to know that with computer parts that fluctuate rapidly in price that they offer this kind of service.
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+ umpteenth

I will gladly pay a few more dollars at the Egg because of their great customer service, but please keep the prices low.
 
BababooeyHTJ said:
You guys really NEED to start sending ram in a BOX not a bubble bag. Thats just sad. This is the second time, in the past couple of months. I won't be buying ram from you guys anymore and will have second thoughts about using you guys in the future.
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I got RAM from Frys in a padded Fed Ex Ground envelope and the normal Corsair packaging. It arrived just fine. I don't see why a box is required to mail RAM if it's in a padded envelope.
 
beowulf7 said:
I got RAM from Frys in a padded Fed Ex Ground envelope and the normal Corsair packaging. It arrived just fine. I don't see why a box is required to mail RAM if it's in a padded envelope.
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I expect $100 in products to be shipped in a box. What would it cost $4? It's worth it. The last time they did this my $70+ ram arrived in terrable shape and needed to be rmaed.
 
BababooeyHTJ said:
I expect $100 in products to be shipped in a box. What would it cost $4? It's worth it. The last time they did this my $70+ ram arrived in terrable shape and needed to be rmaed.
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I'm sure Newegg has some stats as to what the payoff would be. If a cheap envelope only increases their RMA %age by a little, that's probably a better business decision for them than to spend a lot in shipping it only to cut RMA slightly. I'm just hypothesizing.
 
I've always had great experiences with Newegg's C.S. I ordered the wrong kind of ram for an old laptop once (my fault) so I had to return it. I did have to pay a restocking fee, but it was minimal. Nowhere near 50%.
 
Newegg Support said:
Dear Crackbone,

We truly apologize for any inconvenience. As stated in this thread we do only charge a 15% restocking fee unless the item is DOA, Defective, sent wrong item, not match what we show. In that case, then the restocking fee would be waived. Ofcourse, if the RMA is done online by the customer, the system still automatically charges the 15% restocking fee in which you would then simply contact us and we would then waive that fee. Newegg is always willing to make exceptions and wants each and every customer to have a very satisfied shopping experience with us. I would love to see what I can do to make this right for you, please contact me personally either by email at alex.a.villarino@newegg.com or via phone at 800-390-1119 ext 25040.

Sincerely,

Newegg Support
Click to expand...

That's great service right there!

I have ordered parts from newegg here and there over the years. The only time I contacted customer service was when I received the wrong RAM and they promptly shipped out the correct item 2nd day.

I'm trying to keep my current build all newegg. Keep up the good work!
 
I have NEVER had an issue with newegg. They have even priced matched for me even though their policy says they do NOT pricematch.

I ordered a mobo, cpu, ram, and a couple other items from them. A couple days later I found a much cheaper price online. I decided to give it a shot and contacted their customer service. They matched the price and refunded me the difference. I will continue to always buy from the egg.
 
Love their customer service. Fair and customer service oriented in every experience i have ever had with them. Fantastic.
 
Newegg staff is the best. Out of the many of company's that I have to deal with on a daily basis, fyi coke is now at the BOTTOM of my list, but anyways, Newegg is always prompt courteous and a blessing to deal with!
 
About a year ago I RMA'ed a motherboard to newegg. I lost the tracking number, so I was SOL thought they didn't recieve it. Well 5-6months later Egg sent me an e-mail that they found it and issued me a full refund for the board instead of just another motherboard. Newegg rocks.
 
ReTiCuLeX said:
About a year ago I RMA'ed a motherboard to newegg. I lost the tracking number, so I was SOL thought they didn't recieve it. Well 5-6months later Egg sent me an e-mail that they found it and issued me a full refund for the board instead of just another motherboard. Newegg rocks.
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Wow, they misplaced it for about a half year and then somehow found it. :eek: :confused: Glad it worked out for you in the end.
 
I like their customer support but their RMA service is horrendous. Back in mid-March I sent my Asus P5Q Pro in for an RMA to Newegg. They told me it was out of warranty and that I would have to thus RMA it through the manufacturer (no biggie). But when they sent me the motherboard back, it was beat up. The push pins that held the northbridge heatsink to the PCB snapped. I thought that maybe UPS had something to do with it but a few of the pins were missing from the box as well as some weird smudges left near the CPU socket that I began to believe it was the Newegg technician.

Anyways, I was able to get a successful RMA with Asus and my board arrived "fixed' and looking better than it did when I had received it from Newegg.
 
A Newegg CSR invited me to give Newegg a review on ResellerRatings and to link her to my review after I do it. I did, and they sent me a Newegg Canon hat, pretty cool.
 
Their CS level is random at best. At times, they just don't go a little the customer's way to get the satisfaction needed. I have had a few incidents that I do not wish to write about. A few one on the brigth side, too. Overall, it's a mixed treat.
 
I have had mostly good and couple bad experiences with them. The two bad experiences were

1) I bought a printer with an ink pack combo. I assumed the ink packs they were linking in the combo would work with my printer :rolleyes: By the time my first packs of ink ran out and I tried the replacements (about 2 months, I dont print that much) and discovered they wouldn't work on my printer they told me it was too late.

2)Bought a video card which advertised a free game with it. Never recieved the game and they blamed the manufacturer (EVGA) which is completely bogus. The video cards that had the free game were clearly labeled on the box, this box didn't have that labeling. Others had the same problem. However EVGA stepped up and took care of me, shipping me the game even though it wasn't their fault.

Minor quibbles actually, but they weren't willing to resolve either one. It did get me looking at other retailers though and doing some price checking. Before I usually just went to Newegg and figured if it was a little more the customer service was worth it. I have no major problems with them, but I'm no longer a 'Fanboi' and I am more than willing to go with another retailer if the price is better.
 
I avoided this thread about a month ago. But the situation with the shipping has gotten out of hand. My wife and I have ordered literally thousands of dollars of items through Newegg but no more.

With my last order, which was on a tuesday during normal business hours, I was forced to pay for 3 day shipping. No eggsaver option available. Guess when I will be getting the package. Monday. Thats 6 days. They do it every time. The only time I get a package in the week I order it is if I order it early on monday. Now, I"ve never complained because I can select ground or eggsaver or whatever, and I always choose the cheapest, but something about my last order caused them to say I only had the option of 3 day shipping. It was laptop memory and a laptop hdd. wtf??? Also, sometimes I order things that come with "free" 3 day shipping. It is never 3 day shipping. EVER. Unless I order it at the crack of dawn on a monday or have the order there waiting on them from sunday night.

Bullcrap I say. We've all gotten to the point that we're just happy if our stuff gets here undamaged and it's actually what we ordered. Some of us probably even give a sigh of relief.

Internet shopping is the waive of the future........hell, it's here now and we need to start demanding better.

Newegg for me, the last couple of years, hasn't been any better and sometimes worse than any other e-tailer out there and actually, some of the others out there are getting on the ball and my fanboy days with Newegg are over.
 
Amen, wrangler! I think my NewEgg fanboy days are over as well. The other day I received a hard drive I had ordered, on time, but it was the wrong hard drive! So, very pissed, I go to RMA it for a refund because I cannot wait a week+ to send it back and wait for them to send me a new one. They want to charge me a restocking fee and return shipping for something they screwed up. WTF am I to be robbed of $20 because one of their warehouse stooges couldn't read the goddamn order? I am going to fight it, no question about that.

What kind of policy is that, to charge for the wrong item being sent? Imagine if you ordered a $1200 monitor and they sent the wrong one!
 
I ran into an issue where Asus was slow on an RMA I needed for my wife's mother board NewEgg was nice enough to allow me to order the same motherboard that day and refund me for the broke one. Newegg has had a lot of stories from me being I get my customers parts through them. Have I had an issue or two where something didn't go 100% my yes yes, but no company can make 100% of its customer base happy 100% of the time. As long as the policies are consistent and some what fair then you should have a solid customer service experience.

As for pricing I have to agree with the change in the times NewEggs pricing hasn't always been the cheapest and that has forced me to buy some parts from them and other parts from other companies so if I had to send any feed back, it would be for the marketing team to stay on top of creative ways to work their pricing. I am seeing more buy X item and get Z item free ( I missed that when it went away) or free shipping. And with the Hot deals of the day it gives them moot eye traffic to have people see what you can get a steal of a deal on and possibly pick up something else while they were there.

Over all if I rated NewEgg and my years and tens of thousands of dollars in spending with them I would give them a 9/10.
 
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Reus said:
Amen, wrangler! I think my NewEgg fanboy days are over as well. The other day I received a hard drive I had ordered, on time, but it was the wrong hard drive! So, very pissed, I go to RMA it for a refund because I cannot wait a week+ to send it back and wait for them to send me a new one. They want to charge me a restocking fee and return shipping for something they screwed up. WTF am I to be robbed of $20 because one of their warehouse stooges couldn't read the goddamn order? I am going to fight it, no question about that.

What kind of policy is that, to charge for the wrong item being sent? Imagine if you ordered a $1200 monitor and they sent the wrong one!
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You need to call/use the webchat. The automated RMA from charges a restocking fee, but if you talk to them they will wave it.

As for their shipping, 3 day shipping does not include the day the item is shipped out so for it to arrive by Friday it needs to be shipped out by Tuesday. This is how both UPS and Fedex count days. I do wish Newegg could be more like Digikey with shipping orders out the same day they are ordered. Digikey's warehouse is insain efficient being able to ship out an order with over 100 items the same day if ordered before 8PM cutoff time for UPS. Newegg you will be lucky getting it to ship out the same day if you order by noon.

I do agree that their harddrive packaging needs to be better. I recieved a 500gb WD AAKS where the single layer of bubblewrap wasn't even big enough to cover the corners of the drive. The drive lasted less than 2 hours before dying. Newegg's CS came through and gave a full refund and paid to have it shipped back though.
 
Fortunately, I personally haven't had any problems w/ Newegg. Then again, I've only ordered a few times a year over the past several years. Given some of these bad customer service stories people have written about in this thread, I'm amazed that their Reseller Rating is an outstanding 9.86/10 for the past 6 mos. :eek:

BTW, on that page, I noticed one guy rated it 1/5 check marks and a Newegg rep. saw that and responded within a half day to try to rectify the situation.
 
beowulf7 said:
Fortunately, I personally haven't had any problems w/ Newegg. Then again, I've only ordered a few times a year over the past several years. Given some of these bad customer service stories people have written about in this thread, I'm amazed that their Reseller Rating is an outstanding 9.86/10 for the past 6 mos. :eek:

BTW, on that page, I noticed one guy rated it 1/5 check marks and a Newegg rep. saw that and responded within a half day to try to rectify the situation.
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There are no zeros so i can not rate their service any lower.Me and wife will NOT make the mistake and buy from there again.:mad:
 
So I bought $700 worth of items from Newegg. I'll make this a short list since I'm furious, busy, and too tired to reiterate what I've already said to my friends.

1. Taping job is a joke. The SINGLE strip of tape holding my box together was half off when it was delivered.
2. They DONT KNOW HOW TO PACK A BOX. A PSU does NOT go on top of other electronics.
3. A single layer of padded brown paper a the bottom of the box is NOT SUFFICIENT. Peanuts I would live with. But the sides and top were vulernable, resulting in my box being somewhat crushed.
4. Like I said above, pack it so my box isn't crushed. Seriously. The retail boxes of a few things were crushed, but from a quick glance before I went back to work, they look to alright. My CPU box looks destroyed!

How much are they paying monkeys at their shipping factories? My <13 year old sister would have more common sense packing my order than whoever they got working there.

So help me if I have RMA more than two items... and I'll willing to bet my HDD is DOA too, with my luck this week.

Last time I order a complete build from newegg. Most likely I will use them for individual parts, but NEVER again for a full build. Hell, I might even eat the shipping to order my parts in separate purchases (purchase half, wait a half hour, order the rest in a separate order so they don't group ALL my items in the same poorly packed box).

Feel free to edit my post if I go too extreme, mods, because I can count my BPM at the moment and it's slightly elevated :(
 
^^ Don't worry mate, I agree with all of your points. Same shit happens to me when I order from them.

They need to improve on a few things:

1. Package their stuff better (like you said).
2. Use FedEx or USPS as the main carrier. UPS is pissing me off. They can't mail shit without having a large dent in it. :mad:
 
Newegg customer service is what keep me shopping there. Sometimes the prices are the best and other times they might be a buck or two more. I don't mind spending a little extra here and there so long as the customer service is awesome.
 
crackbone said:
From now on, I'm going to my local Microcenter and being finished with it.
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I did this the past few [H]ot Deals from there and was very happy with my purchases. I pay a few more bucks but if/when I need to exchange, I can at least be sure I won't pay return shipping:cool:

That being said, I have been happy with my purchases from 'Egg.

Don't get me started about the BS I received from Fry's though.
 
That sux, veritas. Good luck w/ getting that resolved. I get nervous buying heavy, fragile items from Newegg. So far, I haven't had any horror stories (knock on wood!).
 
Nothing but happy with NewEgg. All of my 3 day orders arrive by 3 days....most next day. (Frequently I order around 1-2PM and still have the item the next day....). I have never had a package damaged in shipping...but maybe I have a good chain of UPS guys handling packages. To be fair, my UPS guy calls me by name when he drops stuff off haha...not that its hard when its stamped on the package ;)

I've only needed NewEgg customer support once and they went above and beyond to keep me a happy buyer. I will continue to be for the foreseeable future...hopefully things for the unhappy customers polish out a bit and keep you on board...but I will remain here and happy as I've been for years now.
 
Shipping times really dedpend on where you live.

Here on the east coast, if I get an item from California, I'm hosed unless it's ordered Monday.
If I get items from the New Jersey warehouse, regardless it's next day due to proximity.
So it all evens out in the long run.

The newegg packaging for me has always been sufficient, not stellar, but nothing has been broken...........I figure most of the retail stuff survived a trip from China, so it will most likely survive the last stage to me.

Customer service has always been better than good, but then again so has mwave's as far as that goes.
Newegg is always the first place I look for anything.
 
I just ordered from them yesterday...so I'll be able to comment on the current state of their packaging. Couple of hard disks, some vid cards and some cables and sleeving kits.

Almost 2 years ago I ordered from them and everything was very well packaged...although they all came inside a box still in their boxes from the mfg...
 
Sometimes I look around for deals and I often buy used here on the forums. Most of the time I give newegg my business and recommend them to others. Shipping has always been fast and the packing great. It's always fun to watch a package from California race a package from Tennessee.
 
Just posting to say I've never had an issue with Newegg shipping. I've been using them for years. I might've had one doa mobo but that was it.
 
I just received 3 Western Digital 1TB Green drives from them yesterday.. boy was the packaging terrible. When I picked up the box from my front porch, I immediately knew what was inside and how it was packaged.. I could feel them sliding around in there. Upon opening, I found they had all 3 drives stacked together with about one and a half wraps of bubble wrap around the outside. That was then thrown into a shoe-box sized cardboard box half filled with peanuts. Upon unwrapping the hard drives, from bumping into each other I found holes rubbed/poked in the anti-static bags that the hard drives come in. Now before I install them in my server, I'm going to have to do some very thorough testing and SMART analysis before I can deem them usable. Newegg really pisses me off sometimes. I hope my 8-bay hard drive enclosure that comes today is better packaged.
 
I dunno. The other day I ordered a refurb cable modem from them - one of the weekend deals. I forgot to put on the promo code for $10 off (to make it $25).

I noticed within about 30 min of the order and got on the livechat with the CSR. They gave me a hard time about it "It's not our liability that you didn't input the code at checkout".

They told me they would give me $10 off my next order since I was such a good customer (like many I've spent a few thousand dollars at newegg over the past decade or so). I told them that wasn't acceptable and eventually I had to threaten to cancel the order or refuse shipment before I got the $10 taken off.

I can't complain too much - I did get the $10 taken off - I just felt like I was arguing with Charter or Dish or some other crappy CS company.

That's the kind of annoying CS I expect from someplace like buy.com or overstock or something. Not newegg. I've normally always had great CS with newegg. I didn't expect to have to get ornery with them. That's why I normally opt for a few extra $ at newegg most of the time over other outfits.
 
thats happened to me once in a while, but 90% of the time the CS is great about applying promo codes, even price matching after the fact.

See my sig about a certain company, no live chat and very slow email response.
 
I've had good experience with the TD Retail stores (aka CompUSA) price matching and having decent prices in stock. And the last time I bought something there (gtx 260 for 159 bucks) the checkout guys name was Jordan Knight! They also gave me a 30 dollar credit on a monitor I bought, and 3 weeks later was on sale for 30 dollars less. No hassle.

Never had a bad experience with NE yet (knock on wood, cpu coming in today). They ship fast, I got my Ph2 earlier than the expected ship time (more props to UPS I guess) and the last PSU I bought was on sale that day, I just hadn't seen the discount code for it. Contacted chat and they applied it for me and credited back the dough. Good peeps.
 
SolidBladez said:
^^ Don't worry mate, I agree with all of your points. Same shit happens to me when I order from them.

They need to improve on a few things:

1. Package their stuff better (like you said).
2. Use FedEx or USPS as the main carrier. UPS is pissing me off. They can't mail shit without having a large dent in it. :mad:
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I completely agree, shipping ram in nothing more than a bubble mailer is a joke. Throwing an expensive mobo on the bottom of a box with some paper thrown on top is also not acceptable. I hate UPS with a passion and honestly avoid Newegg if possible because they charge an arm and a leg for Fedex shiping. I have had WAY too many problems with UPS, that company is a joke. Fedex blows them out of the water.

I ordered a couple of games with that crappy egg saver shipping since it is free and apparently DHL just drove through my entire state with my package. I'll be lucky to see my order this week and I live in CT while the order that I placed on Saturday shipped from NJ.
 
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