5/5
posted Jul-14-2006
UPDATE 8/17: Newegg's service has certainly been excellent since my incident with them. A new order I placed with them was placed , shipped and recieved all with no troubles, and a few days later, I was even sent a free T-Shirt. It was too small for me, but its the thought that counts and my younger brother, who is just getting into PC building for himself, wears it all the time, so the gesture is appreciated. I'm happy that Newegg did so much to resolve the problem and I'm happy to say that I'll continue shopping withthem for years to come.
Quite disappointed te the waty Newegg handles RMA's. Ordered a Sapphire x1800XT OEM card and it was a great deal. Card was working great until it started getting graphical corruption. Sapphire said Newegg handles all RMA's for the first year. Get the RMA and sent it back to Newegg. They e-mail me telling me they no longer have that particular card in stock and that I would be getting a refund. Since I was in need of the card, I asked about getting an exchange for a similar card. This is where it all goes downhill.
They had in stock an ATI branded card that was the exact same as the Sapphire one, and was only 10 dollars less. Having looked at the shipping cost, the difference would allow me to get 2-day shipping and the deal would be even, and I was willing to pay for the return shipping in stead of them and that way I'd get it faster. When I contacted their chat support, I was told that they wouldn't do exchanges on RMA's, even though the one I had was out of stock. Since I can understand that making an inventory problem, I requested some for of store credit or a gift certificate so that I could order the new card right away. I was informed that they don't offer such items, which I don't understand when their checkout system has a section for gift certificate codes. So how can they have a section for them but yet don't offer gift certificates? After asking about the gift certificate section, I got the equivalent of a 5-year old and a "Nyah Nyah I can't hear you" response where the CSR simply kept repeating the same line of "Newegg does not offer gift certificates."
This experience has been very frustrating, and because I switched banks, the credit card I used couldn't be used for a refund and I'm still waiting for a check in the mail. Because of this, I don't intend to use Newegg again in the future, nor recommend them to my friends. The attitude of the CSR was out of line and the way they handled the RMA/refund process is very poor.
Update 7/17/06: I was contacted today by a representative from Newegg and was offered a very resonable explanation for the way things were handled and why the gift certificate was not an option. I do still believe that Newegg should consider coming up with a way to issue such credit to customers since, while I am sure that most customers would be able to recieve a refund to their credit card, it would assist those of us who can't with a faster way to re-order an item through the site. Hopefully an option like this will be considered for future refund/RMA processes. I am a bit confused due to the CSR who contacted me mentioning getting a comparable replacement as an option, which I was not offered by the other CSR I chatted with. Disappointing considering that was an option I wanted to explore but I am happy I was contacted so quickly by a CSR regarding this. The swift response alone has given me a reason to give Newegg the benefit of the doubt and use them again, and my next experience with them will dictate my recommendations in the future.
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![Share](javascript:share_rating({"review_body":"What can I say about these guys? They are awesome! Everytime I have ordered from them, the order gets processed very quickly, and I always have it no more than 2 days after I order.<br><br>Their prices are great, and their site is really easy to use.<br><br>They also really care about credit card fraud. My fiancee and I were moving, so the credit card billing address was still at our old address. They called my fiancee to make sure it was ok that I used the card and had it sent to the new house. I felt good knowing that they are looking out for people.<br><br>All in all, I would not hesitate to order from Computer Geeks in the future.","link":"http:\/\/www.resellerratings.com\/store\/Computer_Geeks_1\/review\/140709#comment140709","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Computer_Geeks_1.jpg","store_name":"Geeks.com \/ Computer Geeks.com","username":"OmegaZEROCustom","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I was quite disappointed with the service I recieved from CSO. At first, everything was fine. The order went through without problem. But after a few days of checking the order status, I noticed that the items I ordered had not shipped., but my credit card had been charged. I sent an e-mail asking about it and was told simply \u0022Shipping out Friday Monday at the latest.\u0022<br><br>This was not the case, unless \u0022Monday at the latest\u0022 meant almost a week after! Now, I had seen that they were having some delays and had listed that on the site, but what I found out was quite a shock.<br><br>It seems that between the time I ordered my parts and the time they sent them, CSO moved from Las Vegas down to Phoenix! Not so much as an e-mail to let me know there would be a delay, nothing done to rectify the situation, nothing!<br><br>And the second e-mail I sent to find out about the dealy? Not even an anwser!<br><br>Unfortunatly I have to give CSO low marks because of this. While the prices were great and the site was easy to use, the fact that my order took almost 3 weeks to ship from Vegas to Northern Nevada really put CSO on my bad list.","link":"http:\/\/www.resellerratings.com\/store\/Computer_Surplus_Outlet\/review\/140707#comment140707","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Computer_Surplus_Outlet.jpg","store_name":"Computer Surplus Outlet","username":"OmegaZEROCustom","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I was highly satisfied by CrazyPC\u0027s site, products and order process. The site was easy to navigate (although it was kind of slow to load each page. This could have been a problem on my end however) and the product pictures were very clear and showed the products well. This was part of my decision to buy from them. I would highly recommend them to any of my friends looking to mod their PC.","link":"http:\/\/www.resellerratings.com\/store\/CrazyPC\/review\/142335#comment142335","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/CrazyPC.jpg","store_name":"CrazyPC","username":"OmegaZEROCustom","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I was quite happy with the service I recieved from MicroTech Computers. The order process was easy, and they even fixed a mistake I made on my order.<br><br>I ordered 2 DVD Burners and after placing the order, I realized that I forgot to order blank media. I shot off a quick e-mail asking that they add one of the packages of 25 DVD-R\u0027s to my order. They added it and sent me an e-mail back with my new total, as I requested.<br><br>Now, there were 2 problems, neither of which were a big deal. #1 was that after the addition to my order was made, it never showed in my account on their site, and the status was never updated beyond \u0022Processing\u0022. It arrived on Monday 6\/14, which was perfect considering I paid for 2 day shipping. I just would have liked the status to be updated. Perhaps a bug in the software?<br><br>The other problem was that I recieved DVD+R\u0027s instead of DVD-R\u0027s. I decided to keep them and they did work with my set-top box, but I would have liked the -R\u0027s I requested as I did not have to gamble with those working on my set-top. No big deal though.<br><br>All in all, I\u0027d certainly order from them again.","link":"http:\/\/www.resellerratings.com\/store\/MicroTech_Computers\/review\/146807#comment146807","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/MicroTech_Computers.jpg","store_name":"MicroTech Computers","username":"OmegaZEROCustom","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"UPDATE 8\/17: Newegg\u0027s service has certainly been excellent since my incident with them. A new order I placed with them was placed , shipped and recieved all with no troubles, and a few days later, I was even sent a free T-Shirt. It was too small for me, but its the thought that counts and my younger brother, who is just getting into PC building for himself, wears it all the time, so the gesture is appreciated. I\u0027m happy that Newegg did so much to resolve the problem and I\u0027m happy to say that I\u0027ll continue shopping withthem for years to come.<br><br>Quite disappointed te the waty Newegg handles RMA\u0027s. Ordered a Sapphire x1800XT OEM card and it was a great deal. Card was working great until it started getting graphical corruption. Sapphire said Newegg handles all RMA\u0027s for the first year. Get the RMA and sent it back to Newegg. They e-mail me telling me they no longer have that particular card in stock and that I would be getting a refund. Since I was in need of the card, I asked about getting an exchange for a similar card. This is where it all goes downhill.<br><br>They had in stock an ATI branded card that was the exact same as the Sapphire one, and was only 10 dollars less. Having looked at the shipping cost, the difference would allow me to get 2-day shipping and the deal would be even, and I was willing to pay for the return shipping in stead of them and that way I\u0027d get it faster. When I contacted their chat support, I was told that they wouldn\u0027t do exchanges on RMA\u0027s, even though the one I had was out of stock. Since I can understand that making an inventory problem, I requested some for of store credit or a gift certificate so that I could order the new card right away. I was informed that they don\u0027t offer such items, which I don\u0027t understand when their checkout system has a section for gift certificate codes. So how can they have a section for them but yet don\u0027t offer gift certificates? After asking about the gift certificate section, I got the equivalent of a 5-year old and a \u0022Nyah Nyah I can\u0027t hear you\u0022 response where the CSR simply kept repeating the same line of \u0022Newegg does not offer gift certificates.\u0022<br><br>This experience has been very frustrating, and because I switched banks, the credit card I used couldn\u0027t be used for a refund and I\u0027m still waiting for a check in the mail. Because of this, I don\u0027t intend to use Newegg again in the future, nor recommend them to my friends. The attitude of the CSR was out of line and the way they handled the RMA\/refund process is very poor.<br><br>Update 7\/17\/06: I was contacted today by a representative from Newegg and was offered a very resonable explanation for the way things were handled and why the gift certificate was not an option. I do still believe that Newegg should consider coming up with a way to issue such credit to customers since, while I am sure that most customers would be able to recieve a refund to their credit card, it would assist those of us who can\u0027t with a faster way to re-order an item through the site. Hopefully an option like this will be considered for future refund\/RMA processes. I am a bit confused due to the CSR who contacted me mentioning getting a comparable replacement as an option, which I was not offered by the other CSR I chatted with. Disappointing considering that was an option I wanted to explore but I am happy I was contacted so quickly by a CSR regarding this. The swift response alone has given me a reason to give Newegg the benefit of the doubt and use them again, and my next experience with them will dictate my recommendations in the future.","link":"http:\/\/www.resellerratings.com\/store\/Newegg\/review\/267100#comment267100","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Newegg.jpg","store_name":"Newegg.com (USA)","username":"OmegaZEROCustom","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I\u0027m starting to get a bit ticked off with PCMicrostore.com. Originally, everything was great. I had ordered a 20GB hardrive and they sent me a 30GB because it was out of stock. Nice to see a place that upgrades to keep delays to a minimum.<br><br>The problems began after I got the drive. I thought the drive was damaged because I was having problems with it on both of my PCs. I obtained an RMA # and sent it back. First, the package almost didn\u0027t get delivered (in PCMicrostore\u0027s defense, the idiot at the place I shipped from did type the address wrong). After they got it, they called me telling me that there was nothing wrong with the drive.<br><br>I didn\u0027t agree, and was offered 2 choices. Either they ship the original \u0022broken\u0022 drive back for free, or they\u0027d send a new one if I paid half the shipping, which they said was roughly 4 bucks. I figured, for 4 bucks, I\u0027ll take the new one. I said to go ahead and charge my card, and if it didn\u0027t go through to try again the next day.<br><br>That was almost 3 weeks ago. I have called back every 2-3 days and e-mailed them. Every time, I get told that they were going to try and charge the card today. However, I have check my check card statement and every time, there is not so much as an authorization on my account. If they don\u0027t process the card when I ask them to, I don\u0027t have the money in my account to cover the charge. These delays are costing me money as I have a client waiting for a new hard drive in their PC and I don\u0027t have it. And forget about trying to get the \u0022broken\u0022 one back, shipped free. When I finally told them to just do that, I got told \u0022uhh...we never said anything like that. You\u0027ll need to pay the return shipping\u0022.<br><br>I have had just about enough of the runaround. I\u0027m already looking into getting the charges reversed on my credit card...it\u0027s not like I have the product here anyway. I like PCMicroStore.com and would order from them again, assuming that I don\u0027t have to go through the RMA process again.<br><br>UPDATE: I got the Hard drive back through the mail a few weeks ago. No charge.","link":"http:\/\/www.resellerratings.com\/store\/PCMicroStore\/review\/142785#comment142785","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/PCMicroStore.jpg","store_name":"PCMicroStore.com","username":"OmegaZEROCustom","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordering from Surplus Computers is a breeze, and the prices are great too. They always have what I\u0027m looking for, and most of the time, I end up ordering something I\u0027m not looking for just because it looks cool, or it could be something I can use, or I realize I want it. <br><br>They ship out fast, and everything is always tightly packaged in packing popcorn and bubble wrap. <br><br>Before, I used Pricewatch to find the lowest price, but even if Surplus Computers doesn\u0027t have the very lowest price, I still order from them because I have never had a bad experience and I don\u0027t see having one in the future. <br><br>I recommend them to anyone who needs quality new or used parts at a great price!","link":"http:\/\/www.resellerratings.com\/store\/Surplus_Computers\/review\/140616#comment140616","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Surplus_Computers.jpg","store_name":"Surplus Computers \/ ECS Refining (formerly: Software and Stuff)","username":"OmegaZEROCustom","rating":"5"}, "single");){kind=link}
“
Dear OmegaZEROCustom,
Thank you for taking the time to post your informative review. We truly apologize for any inconvenience caused by this experience. Rest assured we will investigate the service provided, and we will make any necessary adjustments to improve.
We are not able to generate store credit, or gift certificates for this type of situation. Your RMA was received, but the replacement was not available at that time. Since you are within the refund period, we issued you a refund so you could purchase a replacement ASAP. Perhaps our agent should have tried other options, but not much since the refund was already ion process.
We never meant to cause any dissatisfaction to you, and hope you will work with us to get through this uncommon situation. Please feel free to contact Jason at 800-390-1119 (dial 25078 immediately) for a reasonable resolution.
Thank you for your patience and understanding.
Sincerely,
”