Newegg customer service terrible !

[labjr]

I've had pretty good luck with Newegg until recently. The last couple of orders they sent me wrong products and I've had to return them.

Recently, I had a terrible time trying to return another wrong product and feel compelled to report the state of their customer service.

I had ordered a motherboard a three weeks ago. It arrived in about 4 days. When I opened it I realized they had shipped me the wrong model of motherboard.

So I called them and they agreed to replace it. I explained that I had an anxious customer waiting for their computer to be repaired, so the representative apologized and told me that he could reship me another one overnight and they would refund me the difference in shipping and the cost for me to return the wrong product.

I received an RMA by email . The Reason said : "Customer ordered wrong part"

I returned the packaged by Fedex and called Newegg back with the amount I spent on shipping so I could be refunded my shipping cost. I also tried to explain that they put the wrong reason on the RMA, and that it was their fault. I told them the serial number on the return would confirm that fact.

Whoever I spoke with, without even listening, told me that they didn't take back motherboards, and that I had to deal with the manufacturer. I explained that they had made the error therefore it was up to them to take the board back and send me the right one, but she refused to listen. Especially since they had already isssued an RMA and I had already shipped the package back. This wasn't even what I called about anyway.

I called back at least five different times that day to try to straighten this out. I finally spoke with someone who I thought would listen and was told that it would all be straightened out when they receive the RMA'd package, but, when they received the RMA back and didn't credit the shipping properly.

So here it is two weeks later. After spending 90 minutes on hold. I again, explained the whole situation nicely to yet another representative and her supervisor. Neither had a clue what was going on. And just recited " We don't refund shipping" I asked nicely to speak to someone in management and they refused, at which point I was becoming irate.

This is the poorest level of customer service I have experienced with online buying. Pathetic at best.

They have good prices and pretty fast shipping, but you better hope you don't have a problem and have to speak to a representative, like I did, because this is like the blind leading the blind.

[nwo75200]

I've recently had a similar experience. I had RMA'd my MSI K8N Neo Platinum, 10 days later, I got a CRIPPLED version of it (yes, it was the same model, just crippled) with the first 2 SATA ports missing, and no firewire 1394. I RMA'd this puppy without even putting it in my PC, because I need FW 1394 for video editing. On my RMA request, I specifically stated that this is not the real thing, and it was a crippled version that had 2 SATA ports missing, as well as a missing FW 1394 port. 10 days later, I received the exact same mobo and I am still stuck with it because at this moment, I have no replacement PC. So, I just lost about 30 bucks because I'm gonna have to RMA it for the second time, for the same reason, and I'm pissed off about it, because it's going to be my 5th time RMAing this mobo.

[Doralgr]

Seems that Newegg's customer service is going down the toilet lately. I recently had a similar problem. I ordered a graphics card in a retail box, recieved it wrapped in bubblewrap. Called to get it taken care of; ended up ordering another card, and doing an RMA Refund, that way I wouldn't be out of a graphics card. I recieved the replacement card, and it still wasn't in a retail box.

I talked to William, and was informed that the issue was in the warehouse. William said that they had mis-labled something, and were sending out refurbished items.

I finally decided to simply return both for a refund after I was informed that I had lied to William, and said that there were no accessories (that being the reason William assumed that it was a refurbished item), by a manager. I never said anything of the sort, however; I always told them that I had recieved SOME of the proper accessories.

This is what they put in the RMA notes: "New Egg comment: Customer was informed from an agent that this unit was refurbised based on information that customer told him."

[mechelle]

I have been a Newegg customer for over three years and have spend close to 40,000 without a hitch. Lately I've noticed a few negative threads here and there which are not consistent with the service I and all my clients have received over the years. I am beginning to wonder if competitors are giving cheap shots to Newegg. I've had to contact their 800 number quit a few times and each time the service was outstanding....If you guys are going to pick on an e-tailer pick on one that really does stink!!!!! Get a life people and be honest!!!!!!!!!!!!!! How else do you explain the numerous clients I have not having ONE negative issue with Newegg's service????? Newegg you rock and if you ever go downhill I'll be the first to complain, but until then I've got your back....for all those from the bitter peanut gallary...why don't you guys back off and pick on the bad guys!!!!!!!!!!!!!

[sweeper2]

I dealt with NewEgg ....1 .... will say again.... 1 time... and the very first time recieved a MB with a "dead" AGP port... took forever to get my money back, but I finally did...

Now with that being said, what i have noticed is that people keep getting either wrong parts or dead parts and having to RMA them back.... I have seen this in several "LARGE" forums... and after my (1) experience, i have been very leary to deal with them....

Newegg = Good Prices....but they need to work on getting the right parts to people and parts that work...

[labjr]

Mechelle,

My complaints are legitimate. I've had nothing but trouble with the customer service at Newegg recently. I'm totally disgusted with the way I have been treated. I did find someone to finally resolve the issue yesterday, but only after many phone calls and and wasting hours on hold. This was handled in the most careless manner.

I used to be very satisfied but there has definitely a change in the quality of the people they're hiring, because they don't know anything, and most of them don't even listen or have a clue about what to do in any situation, and they make mistakes in the refunds and the notes they make in the accounts about RMAs.

They were pretty good for the first couple of years I used them, but in my opinion they are starting to have the same attitude as every other company I deal with. ie.. banks, credit card companies. I am beginning to wonder if there has been some changes within the company causing poor morale. Or maybe they aren't attracting good people as they once were. Who knows?

I would like to continue doing business at Newegg because they have been pretty good in the past, but I can't deal with that kind of sloppy service. I don't have the time to make a hundred phone calls everytime there is a shipping error.

They should have just corrected the problem immediately, since they were in error. I know that's the way I handle my business clients.

[Doralgr]

Originally posted by mechelle
I have been a Newegg customer for over three years and have spend close to 40,000 without a hitch. Lately I've noticed a few negative threads here and there which are not consistent with the service I and all my clients have received over the years. I am beginning to wonder if competitors are giving cheap shots to Newegg. I've had to contact their 800 number quit a few times and each time the service was outstanding....If you guys are going to pick on an e-tailer pick on one that really does stink!!!!! Get a life people and be honest!!!!!!!!!!!!!! How else do you explain the numerous clients I have not having ONE negative issue with Newegg's service????? Newegg you rock and if you ever go downhill I'll be the first to complain, but until then I've got your back....for all those from the bitter peanut gallary...why don't you guys back off and pick on the bad guys!!!!!!!!!!!!!

I'm honestly happy that you've had good service through them. I hope it continues for you. I had been getting excellent service for quite a while as well. It wasn't until the last 3-4 months that I've started having any problems, and not until this week that I've had a major problem that was totally Newegg's fault.

However, I'd really have to say that I'm picking on the right e-tailer when I get the wrong order - not once, but twice! And for them to then lie about stuff on the RMA notice... I just don't know. I will likely sit back and watch to see what happens.

[Jedi2155]

I was once one of the most avid supporters of Newegg, and i'm still try to buy there every once in a while...but after hearing and noticing a big change in the way newegg is handling its services...they are clearly going down the drain in terms of my favorite store.

For one thing, they no longer offer free gifts for many of the items you could purchase from them, and if you haven't noticed the TONS of ads they've been doing lately in magazines and their own website. Also notice that instead of free gifts that they've replaced with a more expensive but only 1 person giveaway contests. And by doing so you had to enter your e-mail for the newsletter!

It seems to me that they've started to move away from maintaining their loyal customer base and in stead trying to attract new customers....they've basically gone the way of big retailers....just imagine...if they ever got as big as compusa or best buy....and they hire dumb teenagers as their sales reps....::cries:: come back newegg!!! I MISS YOU!!!!!! RETURN TO YOUR ROOTS!!!!

[Jedi2155]

Blah, I think i'm getting my first bad experience with Newegg.....I sent in a RMA request on Sunday and I've yet to recieve a single response from them!!! I've done RMA's before (back in July) and I immediate got a response. Is this truely the state of newegg's status now?

ChiefValue.com seems to be having better deals than newegg and they seem to be very similar to newegg (down to the same smtp servers) so...i gotta check them out....

[labjr]

I just received another order from Newegg. Everything was right for a change. Thanks goodness, because everything is fine until you have to contact them.

I think I will check out chiefvalue. Their prices are pretty close.