NewEgg: My Own Personal Christmas Nightmare

ken4656 · 01-03-2009, 06:21 AM

On December 5th, I signed up with NewEgg as a preferred customer with their BillMeLater service. On sales Order: 85517841 I purchased an Intel QX9775 Processor for a computer I have been putting together as a Christmas present.
On December 10th I received the item and upon opening it, realized I had mistakenly ordered the wrong one. This was clearly my error. I correctly received what I had bought. I called immediately after realizing this and spoke with a rep in customer service believing this would be an easy thing to fix as I hadn’t even been billed yet for the order.

Update: After returning the item, it was discovered that while the item was overnighted back to NewEgg, either UPS tampered witht he package and removed/substituted another item or another mix-up occured while at NewEgg.

At any rate, after weeks of trying to fix this, speaking with UPS, UPS investigating, etc., I received a call yesterday, a full refund and have placed a reorder. While the situation could've been handled better in the end, kudos to the true head of NewEgg customer service who was apologetic and sincere in wanting to keep my business.

sportyinc · 01-05-2009, 03:10 PM

Just a couple of notes:
1. Where are all the "multitude of other dissatisfied customers?"
I can't find them.
2. NewEgg has a RR rating of 9.85 with over 12,000 feedbacks. This speaks for itself.
3. NewEgg only charges 15% restocking fee.
4. I don't know of ANY store that will take back a non-defective item AFTER it has been opened. ESPECIALLY a $1600 item. NewEgg not only offered to take back the item, they waived the restocking fee!!!!
5. After claiming that he was willing to pay the restocking fee and eat the difference in price, he then refuses delivery when NewEgg tries to send back the original CPU and then states, "I want the money".
Did he refuse the delivery because he knows the CPU is defective?
Something stinks about the whole story (I believe he knew the CPU he returned was a 9770 and NOT the 9775) and I think the evidence shows that NewEgg went out of their way to solve the problem.
Just my opinion.

chipperrocks10 · 01-06-2009, 09:09 AM

Quote:

Originally Posted by sportyinc

Something stinks about the whole story

Agreed. This certainly smells of someone going to great lengths to pull one over on one of the most reputable companies out there...attempting to prey (pray, perhaps?

) on the fact that they recognize and fix mistakes better than most. Unfortunately for him, they recognized his case a little too well, even during the busy holidays.

I've used RR religiously for the past few years. I've made 1 review and one post, due to my laziness (hey, at least I admit it), but I just couldn't let this one slide without getting my $0.02 in!

ken4656 · 01-06-2009, 09:23 AM

1. Where are all the "multitude of other dissatisfied customers?"
I can't find them.
Answer: It's called Google.

2. NewEgg has a RR rating of 9.85 with over 12,000 feedbacks. This speaks for itself.
Answer: It's call a PR department...they handle things like this as NewEgg has built its business off word of mouth.

3. NewEgg only charges 15% restocking fee.
Answer: 20% actually according to my RMA

4. I don't know of ANY store that will take back a non-defective item AFTER it has been opened. ESPECIALLY a $1600 item. NewEgg not only offered to take back the item, they waived the restocking fee!!!!
Answer: Do you work for NewEgg? Who has time to comment on other people's problems?

5. After claiming that he was willing to pay the restocking fee and eat the difference in price, he then refuses delivery when NewEgg tries to send back the original CPU and then states, "I want the money".
Answer: The item was a modified, used processor that was defective and did not belong to me. NewEgg was sending back an item that I did not send them. Did you read what I wrote??

Did he refuse the delivery because he knows the CPU is defective?
Answer: I refused delivery as my a lawyer suggested I do so. Once you receive and sign for an item, legally it belongs to you. In a court of law it is difficult to prove otherwise.

Something stinks about the whole story (I believe he knew the CPU he returned was a 9770 and NOT the 9775) and I think the evidence shows that NewEgg went out of their way to solve the problem.
Just my opinion.
Answer: Yes, you're entitled to it.

Additionally...who cares? I got my apology, my money back and because for the first time someone was polite, I am giving NewEgg the reorder.

ken4656 · 01-06-2009, 09:25 AM

Quote:

Originally Posted by chipperrocks10

Agreed. This certainly smells of someone going to great lengths to pull one over on one of the most reputable companies out there...attempting to prey (pray, perhaps?

) on the fact that they recognize and fix mistakes better than most. Unfortunately for him, they recognized his case a little too well, even during the busy holidays.

I've used RR religiously for the past few years. I've made 1 review and one post, due to my laziness (hey, at least I admit it), but I just couldn't let this one slide without getting my $0.02 in!

You're entitled to your opinion...my problem is now solved, so to be fair...I'm revising this review.

ken4656 · 01-06-2009, 09:27 AM

Update: As I had elevated this to a bit of a sticky legal matter, I received an apology at 5am Pacific Time from the true head of customer service at NewEgg. Not only did he go to great lengths to give me a full refund, but because he actually was sincere in his apology, I have reordered the item I did need from NewEgg. While this doesn't excuse the absurdity of the situation, I more than appreciated having the matter closed.

sportyinc · 01-06-2009, 09:30 AM

I'm glad to hear at least one other person has come to a similar conclusion.
I'm not trying to defend NewEgg, I just feel the story doesn't sound right.
If anyone has had an experience where they were able to return or exchange any non-defective item, especially with no restocking fee, after it's been opened, I'd appreciate hearing about it.

michaels39 · 01-07-2009, 02:11 AM

Kind of a dramatic about face there,isn't it? Kind of like someone loudly proclaiming the world is about to end,then saying the next day "never mind,everything's fine".Guess Newegg isn't the Devil incarnate after all!

ken4656 · 01-07-2009, 05:37 AM

Not at all...like any consumer, when you know you've done everything in your power to do the right thing and a situation is beyond your control...and you are out a LOT of money....you get angry and frustrated. That's where I was.

I just wanted the problem fixed...and finally spoke with someone who actually listened.

dumamaychode · 01-12-2009, 12:02 PM

Quote:

Originally Posted by michaels39

Kind of a dramatic about face there,isn't it? Kind of like someone loudly proclaiming the world is about to end,then saying the next day "never mind,everything's fine".Guess Newegg isn't the Devil incarnate after all!

fer serious

i also started buying from newegg.com after "word of mouth". that was 7 years ago. ive bought literally thousands of dollars worth of stuff from them for 7 years without a problem

ONCE, i bought a product that didnt work like i expected it to. (wasnt a product defect). it was past the product return window. but i called anyway and asked what could be done.

they said, as a one-time deal, that i should could onto the product, and whenever i next purchase something, to send it in and they'll credit the new order.

of course, i havent ordered anything in a while, and i probably threw the product away, but it was a nice gesture anyway