Newegg screwed up...

[SirFelixCat]

You're all right. But I would think they would want to do just that. nonetheless, I wrote the following email, if for no other reason than to make myself feel better. I am going to call first thing and hope for the best, I guess.


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Newegg Customer Service,

I am writing this email to hopefully help expedite a mistake that your company has made.

I ordered hardware from newegg.com on Monday, November 28th, for my new computer (Order #xxxxxxxx) . The total payment was $1,493. I was told that it would be shipped via 3-day UPS and I assumed that the entire order would be correct, which would put the shipment here in time for the weekend.

I received 2 of the 3 shipments yesterday, Thursday, December 1st. One of those shipments was my computer case (inserted link), which was shipped in its retail box. When I got off of work, I rushed home to open and examine all the parts that I had ordered. You can imagine my surprise and dismay when I opened my Thermaltake box, expecting to see my brand new computer case, and instead, finding 8 individual boxes, all of which were keyboards and mice.

I am taking tomorrow off of work (using one of my days of vacation) to build my computer and set everything up. So you can understand my anger and unhappiness knowing that I am "wasting" one of my vacation days, since I am not able to build my computer, due to your company's mistake. I had heard wonderful things about newegg, but thus far, I am not impressed, to say the least.

Now, seeing as I had set this weekend aside, along with an extra day taken off of work, to put together and work on my new computer, I am hoping that you do everything possible to get me the computer case that I ordered, here in time for me to do exactly that. I looked on UPS's website and noticed that they have a shipping service called "UPS SonicAir" which is same day delivery. As I'm sure that you want to correct this mistake, this would be a big step in doing just that.

Eagerly awaiting your response,

SirFelixCat
xxx-xxx-xxxx



Thoughts?



edited to add: Wanna know what just tops all of this off? I had ordered 2 of WD's SATA connectors from WD's website on Monday as well...they have charged me, but still have not shipped them...and the hits just keep on coming.

 

[PicHold]

If I were you, I'd tally up the total value of the mice/keyboards. We'll call that value X. I'd then look at the total value of the case you ordered. We'll call that value Y. If the value of X is greater than the value of Y, I'd probably ebay them for a profit, then repurchase said case again. If the value of Y is greater than the value of X, I'd go find that blood you are searching for.

 

[PicHold]

edited to add: Wanna know what just tops all of this off? I had ordered 2 of WD's SATA connectors from WD's website on Monday as well...they have charged me, but still have not shipped them...and the hits just keep on coming.



--------------------------------------

If your motherboard has SATA, chances are it comes with the cables you need. So chances are you didn't need to order those.

As for your email-- did you really address it as SirFelixCat ?

 

[SirFelixCat]

Originally posted by: PicHold
If I were you, I'd tally up the total value of the mice/keyboards. We'll call that value X. I'd then look at the total value of the case you ordered. We'll call that value Y. If the value of X is greater than the value of Y, I'd probably ebay them for a profit, then repurchase said case again. If the value of Y is greater than the value of X, I'd go find that blood you are searching for.

Thought about doing just this, actually. The only thing is, and another reason I'm pissed, is that they are "cheap" logitech wired mice and keyboards. Why couldn't they be bluetooth ones, eh? > But I think I'm going to do just that.


And no, not as SirFelixCat


edited to add: looked on ebay...they can't give these damn things away for $0.02. Blood it is

 

[LED]

Thoughts?

Letter looks good but in the future my suggestion on handling the matter would be 1 to1 instead of posting it on a Public Forum

 

[Cheesetogo]

Do you know how much sonic air costs? It's probably around 200-300 dollars to ship a case with it. They should do overnight though.

 

[SirFelixCat]

Originally posted by: Cheesetogo
Do you know how much sonic air costs? It's probably around 200-300 dollars to ship a case with it. They should do overnight though.

I'm willing to settle for that...and a lil something for my grief

 

[Bozo Galora]

Newegg is doing over a billion year now and I think they have all the probs of a huge company. The bigger you get the less control you have over the day to day workings.

For example:
I sent in an order for a few things a while back, and I use the pay by check option because I only like to put my CC online when i have to.
They hold the order for seven days waiting for the check to come in, if not they notify you that the order will be canceled.
When I went to mail out the check the next day, I looked on the website to see the mailing address, and could only find the City of Industry wharehouse listed. The actual La Puente address is not very obvious on the payment page.
So I sent the check to the wrong Newegg address.
O.K. my bad, I made a mistake.
After waiting a few days, I got no email notification of ship, and immediately realized what i had done.
So I sent an email to cust support telling them what happened, asking if they wanted me to send another.
I got some totally irrelevant generic answer as a reply.
So then I callled, explained to the guy what happened and he said he would phone the wharehouse and see if they had the check there, and he would call me.
Two weeks go by, nothing - so I voided the order, reordered at shop4tech, everything turned out fine, they even sent me 10% discount offer on next order.
Two and a half weeks after that (about 5 weeks total), Newegg then sends an email saying the items are out of stock and the order will be voided and do I want my check returned?

All of this is really no big thing, I was in no hurry, but the impression I got was that Newegg is one big bloated company whose customer service is absolutely clueless.
Reminds me of those boiler room ops from the old days, whereas if your order went well, then fine, but heaven help you if somethings screwed up.

 

[tcsenter]

Re: Wrong items received

Dear Newegg Person,

I received my order #xyz but there is a problem. I was shipped a box full of keyboards and mice instead of my Thermaltake computer case. I would like an RMA for carrier pickup to exchange the items, please and thank you.

---------------

Nobody cares about how you 'rushed home' only to be disappointed or that you are voluntarily missing work. Keep it short and sweet, you'll get a faster response.

 

[PrayForDeath]

You shouldn't settle for a replacement next week. I once ordered a 24 pin to 20 pin ATX converter (about 4$ + 5$ shipping) and was expecting it by Thursday (and was gonna build the PC in the weekend), but for some reason they had problems with my credit card verification so the shipment was delayed. So I called them and told them how I was expecting the converter before the weekend and such (and I also complained how the shipping was more expensive than the item itself), and they immediately shipped it overnight and gave me a 25$ off shipping coupon. So the converter arrived on Friday and I was a happy camper

 

[Compuzen]

Its a long shot, but the keyboards and mice might have happened at their distributors warehouse and not newegg's. I worked at Sam's Club a while back, and we sold a 60" projection to a customer to have them come back 15 minutes later with a box full of pallets. They were regulars at the store and kinda old, so we were sure they didn't do it, and the box had the factory straps on it, but we didn't have anything to do with it.


I had highspeed installed yesterday afternoon, and it wouldn't work. I have to wait till Monday for a tech to check out the line and modem.

Moral of the story, strange things happen, and then we have to get them fixed.

 

[rbV5]

Its a bummer when you have to wait for parts, no matter the reason. Newegg will make it right of course, and really the only way to guarantee that you have the parts when you want them..for sure..is to walk in a B&M and carry them out yourself.

 

[trueimage]

I'd probably just cancel the case and buy it locally for the extra few $$.

 

[alevasseur14]

Here's what should happen:

Call Newegg and tell them that they need to get you a case and pick up these keyboards. Don't expect any favors... they don't have to and may not do anything for you.

In the meantime, build the computer without the case.

Now here's the fun part! Hook up all the keyboards and mice they sent you and then smoke a bowl. Christ, I can only imagine the confusion that would arise!

Well, that's what I'd do. Wish I had 8 keyboards...

Good luck with your case!!!

 

[aLeoN]

OP, if it makes you feel better my entire weekend of computing fun was just ruined when my X2 3800+ came DOA. I found it extremely weird how the retail box was sealed yet the carton inside was damaged and the cpu itself was not on foam nor in the smaller plastic case inside. This is from zipzoomfly however, not newegg. It's my 3rd order from zzf and I can't believe that this was DOA but the video card + OEM hdd were not.

 

[drum]

Originally posted by: aLeoN
OP, if it makes you feel better my entire weekend of computing fun was just ruined when my X2 3800+ came DOA. I found it extremely weird how the retail box was sealed yet the carton inside was damaged and the cpu itself was not on foam nor in the smaller plastic case inside. This is from zipzoomfly however, not newegg. It's my 3rd order from zzf and I can't believe that this was DOA but the video card + OEM hdd were not.

ouch.

 

[w00t]

Originally posted by: doggyfromplanetwoof

Originally posted by: SirFelixCat
Not sure which forum, so please forgive me if this is the wrong one.


I just got 2 of my 3 shipments in from newegg for my "dream" rig that I ordered Monday. Ok, so my 3rd one will get here tomorrow...so much for that 3-day shipping thing, but I can overlook that...just excited I get to build it this weekend


So, I get off work at midnight tonight and rush home to open up my goodies and bask in all computer geekdom (well, as much as a 30 y.o. man can). I unpack the main box with the video card and such and have fun oooooohing and ahhhhing.

They shipped my case in the cases own box...taped up...good to go right? So i carefully peel the tape off and open the lid and then..............i see 8 thin boxes lined up inside, "hmmm....didnt know i had to assemble it...ok, no biggie...lets get to work!" I pull out one of the boxes.........."that's odd...why's it in a keyboard box?" I open up one of the 8 boxes.....and there is a logitech wired keyboard and mouse. "WTF!?!"
justcallmesir_1: so yeah, theres 8 keyboards and mice inside the case box. I'm amused, yet #$%^ FURIOUS.


So, when I call them tomorrow, I'm open to serious suggestions. I'm so pissed right now...I was actually taking 1/2 a day off tomorrow to build/install the new rig, but now, I'm case-less. Grrrrrrrrrrrrrr:|:disgust:

I don't get it.. You get free keyboards and a mouse and your upset? Am I missing something?

He doesn't have a case obviously. keyboards < case

I wouldnt wait for the case just run it outside of the case on a table or mobo box or just some cardboard laying down.

 

[JEDIYoda]

Originally posted by: SirFelixCat

Originally posted by: DaveSimmons
The way to handle it is calmly and politely.

The person you plan to call and yell at is not the one who packed your order. This person is also not the manager of the person who packed your order.

The person who you will talk to is a customer service person who starts out wanting to help you. If you flame, vent, rant and act like a jerk to this person their desire to help you will become much weaker and might even change to a desire to see you continue to suffer.

Don't be stupid, be nice to the CSR.

You are 100% right. I have been in CS before. I do not plan on blasting away at the CSR. Thanks for the voice of reason, nonetheless.

BUT, I do expect some sort of compensation for them blasting my wknd.

The best you will get in terms of compensation is iether a store credit oin your shipping or free shipping on your next order---been there and done that!!

 

[shortylickens]

You kill their kids. You kill their wives. You kill their parents and their parents' friends. You burn down the houses they live in, the stores they work in. You kill people that owe them money. And like that, you're gone.

 

[ribbon13]

Come on now... some people have real problems

 

[DaveSimmons]

Originally posted by: shortylickens
You kill their kids. You kill their wives. You kill their parents and their parents' friends. You burn down the houses they live in, the stores they work in. You kill people that owe them money. And like that, you're gone.

Usual Suspects was a great movie, but that seems a little excessive for this case

 

[SirFelixCat]

Well, to update, I am pleased with the response that I got.


I called Jason, who is the guy who seems to be the contact for all people who leave bad responses on one of those "rate the seller" sites (name escapes me). So, I figured to shoot straight to the source.

I called him first thing this morning and he was in disbelief. He told me he'd research the issue and get back to me by COB today.

We got in contact about 3 hours ago and he Fedex'd me a new case which will be here NLT Monday, probably tomorrow though. Also, he asked me to ship the keyboards back and call him the day I do it and he will reimburse me immediately for the shipping. And, for my troubles, he is giving me a $50 store credit on my next purchase, which I feel is fair.

Lastly, he asked me to take some pics of everything and email them to me and that he would find out exactly what happened and get back to me with the reason.

All-in-all, good job by him/them. Now I just hope my damn case gets here first thing tomorrow.

 

[PrayForDeath]

Originally posted by: SirFelixCat
Well, to update, I am pleased with the response that I got.


I called Jason, who is the guy who seems to be the contact for all people who leave bad responses on one of those "rate the seller" sites (name escapes me). So, I figured to shoot straight to the source.

I called him first thing this morning and he was in disbelief. He told me he'd research the issue and get back to me by COB today.

We got in contact about 3 hours ago and he Fedex'd me a new case which will be here NLT Monday, probably tomorrow though. Also, he asked me to ship the keyboards back and call him the day I do it and he will reimburse me immediately for the shipping. And, for my troubles, he is giving me a $50 store credit on my next purchase, which I feel is fair.

Lastly, he asked me to take some pics of everything and email them to me and that he would find out exactly what happened and get back to me with the reason.

All-in-all, good job by him/them. Now I just hope my damn case gets here first thing tomorrow.

Did you get the case yet?

 

[javiervi]

you think thats bad? I drove 300 miles to pick up my shipment from newegg on a friday. It ends up the case was missing. I had to drive back on sat without a computer.

 

[fluxquantum]

i completely understand your situation. check out what happened to me with an RMA through BFG. the situation is still being worked out.

bfg screwed up my rma twice