5/5

posted Feb-03-2012

I have been a NewEgg customer for what seems like forever, they are always my first choice for any tech related purchases. Their prices are always competetive and ofen unbeatable. What I really love is that the consistently ship quickly and items are almost always well-protected; and best of all they never gouge you on shipping prices unlike so many other Internet based suppliers. They often provide free shipping and regular discounts on top of their already ultra-competetive pricing.
The reason I am here writing this today is that I just had a phenominal experience with their customer service department. I recently purchased an expensive ($2700) gaming laptop and I experienced a hardware failure with the USB-3 chip within 3 weeks of purchase. The manufacturer support was fast, accurate and professional; but they wanted me to ship the laptop back for repair. I didnt relish the thought of having my brand new laptop ripped open 3 weeks after purchase for a motherboard replacement, but that was my only option. I then spoke to NewEgg via online chat (1 second wait time!), and their response was the same - their policy is repair first on laptops, then replace if repair is not possible. Well, I asked to speak to a supervisor and explained that I really didn't feel that was acceptable on a 3-week old item of such expense. She agreed, apologized that I had a bad experience, and issued an RMA. I went ahead and ordere another brand new unit from NewEgg and I could not be happier! THAT is what I call exceptional customer service - especially from an Internet provider who does not have to look you in the eye when they just stand behind "policy". NewEgg went the extra distance - beyond even what the manufacturer would do - and has my business locked up for the forseeable future!

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