When did Newegg become so anti customer service?

[dfuze]

Until Amazon's search and sort function works as well as Newegg I'll continue to use their site... however I will still buy it from Amazon. Too much downhill momentum from newegg over the last few years leads me to not want to support their bad customer services.

 

[olds]

OP
Did NewEgg contact you today?

 

[IEC]

I saw the Newegg 10% coupon today and went to check out the items I'd bookmarked. Predictably, they all went up in price 15% or more, making it cost more than yesterday even after the discount.

 

[TheVrolok]

I've had no problems with Newegg and still deal with them fairly regularly.

This ^. The few times I've had any problems, they were great. YMMV I suppose. They randomly sent me (and I imagine a million other people) a NewEgg sticker as a "free gift." I was a bit confused when a NewEgg invoice randomly popped up in my inbox. Yaaaay for a free advertisement.

 

[Dulanic]

OP
Did NewEgg contact you today?

Na why? Nothing they can do now anyways. I did send a follow up email after calling which they have ignored. Honestly, I'm not even worried about getting the item a couple days late, it's the principal. Do what you promise to do, or at least the part you're in control of.

 

[olds]

Na why? Nothing they can do now anyways. I did send a follow up email after calling which they have ignored. Honestly, I'm not even worried about getting the item a couple days late, it's the principal. Do what you promise to do, or at least the part you're in control of.

NewEgg customer support is a member here and I sent them a PM. In the past, they have been very good about addressing issues. Not so much any more.

 

[brianmanahan]

You mean kinda like EggHead?:awe:

ahhh egghead... got a sweet deal on an aptiva off of them in 98

 

[CurrentlyPissed]

Gotta call a few busllhit in here. Don't get me wrong, I have Prime with Amazon so they get my business first.

But that being said using their online chat has been fantastic.

When I bought two 7950s and a week later they went from $550 to $450 I asked for some funding back. Newegg promptly gave me a $100 gift card.

When I bought my 680 4GB to SLi with my 680 2GB (didn't know at the time you couldn't do this). I told them, they paid for return shipping.

When I bought my 2x290 Sapphire then 1.5 weeks later people started getting BF4 grouped. They gave me $25/card in GC for the incovience.

When I had to RMA both those cards due to black screen errors they paid for shipping for both.

When I inquired about switching from Sapphire to XFX cards while they had them they said they don't normally allow that. She talked with the supervisor and got the OK to swap them out. AND since I paid overnight originally, they overnighted me the XFXs.

 

[nageov3t]

newegg's been on my shit list ever since I bought an open box monitor from them a few years ago.

buying open box, you expect that you're not going to receive any instructions or cables (eg: accessories)... but mine didn't even include the base of the monitor. when I emailed to complain that the fricken base that the monitor is required to sit on in order to function isn't exactly an "accessory" piece, they basically told me to get bent.

 

[vshah]

newegg's been on my shit list ever since I bought an open box monitor from them a few years ago.

buying open box, you expect that you're not going to receive any instructions or cables (eg: accessories)... but mine didn't even include the base of the monitor. when I emailed to complain that the fricken base that the monitor is required to sit on in order to function isn't exactly an "accessory" piece, they basically told me to get bent.

Heh. Someone needed a spare base and returned it as defective I bet.

 

[CurrentlyPissed]

Heh. Someone needed a spare base and returned it as defective I bet.

Probably him

 

[Aikouka]

I'm growing more bothered by Newegg's inability to tell me why my orders are taking so long to ship. "It's the holiday season" isn't a great excuse when just a few days earlier, I had an order ship from the same distribution center without any problems. I've placed six orders in the past few days, and the ones from NJ and CA have shipped out without any delays. However, my two orders from TN that I made on 12/5 still haven't gone past Packaging. Honestly, I don't mind it if my orders are delayed for some reason, but I really don't care for being left in the dark. Also, the CSR that I spoke with tonight said that I would receive a gift card for my trouble, which I haven't seen yet, and I have a suspicion that I won't see it. I don't need it nor was I fishing for one, but I don't much care for the idea of being lied to either.

Speaking of price matching, one of the items dropped $50 on Newegg and Amazon, so now I get to see whether Newegg will price match.

Frankly, as my NUC sits here unused because I lack the components, I knew I should have ordered everything from Amazon. :\

 

[BikeJunkie]

newegg's been on my shit list ever since I bought an open box monitor from them a few years ago.

buying open box, you expect that you're not going to receive any instructions or cables (eg: accessories)... but mine didn't even include the base of the monitor. when I emailed to complain that the fricken base that the monitor is required to sit on in order to function isn't exactly an "accessory" piece, they basically told me to get bent.

Wow now that is BAD :thumbsdown:

 

[Genx87]

When you have to have something right away for a business, you buy it locally. If it's a common item for a business, you keep it in stock. You say you live somewhere that buying online is the only reasonable way of getting something you need? What was that about planning again? You are simply being foolish if you depend on a company like NewEgg or Amazon for business.

I have never had an issue with CDW or Amazon on next day shipping. It will ship the same day I purchase and be on my doorstep the next for our business. When I try this with Apple or Newegg. They take their time packaging the item then shipping it. Newegg also annoyed me recently when purchasing a 770GTX for myself. I took advantage of some 3 day shipping deal. But they actually sent it ground.

 

[Double Trouble]

Newegg used to easily be my #1 stop for just about everything computer related. They weren't always the best price, but they were competitive and their service was good. Now their prices are far from the best, and their service flat out sucks compared to amazon. The only thing I still like is their search engine / menu so you can find stuff. I haven't ordered anything from them for a while now. In fact, I have a gift certificate someone gave me from last Christmas that I haven't been able to use.

I suspect we're seeing the decline of the egg, at this rate it will be out of business in a year or two.

 

[Meghan54]

I've spent thousands upon thousands at Newegg since their opening. But slow shipping (buy an item with 2 day Shoprunner and have it go ground or worse), prices that climb if the item's popular (just sell the damned thing for MSRP, don't act like a used car dealer and gouge if the item's popular), packing that's abysmal (proper packing isn't putting whatever in an empty box, shoveling peanuts/paper on top, leaving the item completely exposed to drop/handling shock via the bottom of the box), sales that are anything but sales (jack up the price of the item to cancel out the coupon you sent me), etc., etc., has moved me to Microcenter and Amazon.

I use Newegg to find what I want then search the product by model number on Amazon and buy there. Usually cheaper, never more expensive. Vastly easier returns and refunds. Faster shipping, better packing.

 

[StrangerGuy]

Amazon provides free international shipping for everything (as long as it is directly sold by them) including PC hardware for purchases over ~$125 coupled with STELLAR customer service, heck I got my HD7950 for the US to Singapore in just under 4 days. Newegg isn't even off the starting line on this one.

 

[darkswordsman17]

There's something really weird with Newegg. For years, I've seen people talk about horrible experiences with them, and then there's people that have experiences where they went above and beyond still. Its almost like there's two completely different companies. I've always been baffled by this.

 

[nageov3t]

Probably him

I'm sure it got open box'd to someone else... I ended up eating the cost of the "restocking fee" to return it to Newegg since a monitor without a base stand is totally unusable for me (I live in an apartment, so wall-mounting screens isn't an option and the cost to buy a monitor arm to attach to my desk would have been more than the return fee)

 

[NeweggSupport]

I ordered something with 2 day shop runner shipping. They shipped it ground and won't be here for 4 business days. I called them and they basically said too bad, we don't guarantee anything. So basically they are getting support from shop runner and just pocketing the money they may get. There have been multiple complaints to shop runner about this issue, hopefully they will drop Newegg.

I knew I moved mostly to amazon for a reason but now Newegg has lost me for life.

Dear Dulanic,

We're very sorry for the shipping delay that you experience with this purchase. We'd like to look into your account and help you in any way we can. Can you email us your account information to Wecare@newegg.com? We'll be happy to assist you.

We look forward to hearing from you.

 

[brianmanahan]

Look out fellas

 

[SaveNewegg]

Newegg is getting too big to care.

From firsthand and inside experience, I can identify three key reasons for the current state of Newegg:

A. Chinese Corp. Culture
1. Nepotism & cronyism has put the wrong people in charge.
2. Keeping quiet equals keeping your job. The Chinese proverb "the loudest duck gets shot" or "the nail that sticks out gets hammered" is a true to life parable at Newegg resulting in complete silence regarding the inefficiencies, malfeasance, mismanagement, and self defeating processes.
3. Newegg Corp. culture is extremely resistant to change.

B. Executive Russian Roulette
1. Newegg replaces the CEO and other top level executives every 1-3 years resuliting in:
a. Abandonment of goals & mission midway.
b. Competing agendas
c. Backstabbing and infighting
d. Some of Newegg's unscrupulous leadership are terrorizing and terminating long term employees occasionally resulting in the loss of true assets.
e. Cutting budgets & demanding more for less often resulting in stringent Sales, Shipping, & Returns Policies to meet those increasingly stringent targets. Unfortunately, the root causes are never addressed because of the Chinese Culture and the customers, vendors, and employees ultimately pay the price -- see Glassdoor.com Newegg company reviews for examples.

C. Holiday sales push most companies to the limit presenting many challenges
1. Temporary workers are hired to meet the increased sales volume and landing a "good" temp worker is often hit & miss. Additionally, time & resources are required to train the temp worker to perform within standards.
2. Black Friday, Cyber Monday, and Christmas accounts for up to 50% of sales revenue for some companies, especially for E-commerce companies leaving many highly stressed for nearly 3 months.
3. Newegg's company culture fosters fudging and sweeping errors under the rug which means that huge picking or shipping blunder was kept hush-hush and your order was delayed or cancelled--nobody wants to be that duck with a mouthful of buckshot.
4. Let's face it, it's insanely busy and everyone involved in processing & delivering your order or return is fully capable of disappointing you. Just stop to consider that most satisfied customers will not be moved to post their positive experience with Newegg or any other company because that satisfied customer is too busy surfing for their next purchase.

 

[MagnusTheBrewer]

From firsthand and inside experience, I can identify three key reasons for the current state of Newegg:

A. Chinese Corp. Culture
1. Nepotism & cronyism has put the wrong people in charge.
2. Keeping quiet equals keeping your job. The Chinese proverb "the loudest duck gets shot" or "the nail that sticks out gets hammered" is a true to life parable at Newegg resulting in complete silence regarding the inefficiencies, malfeasance, mismanagement, and self defeating processes.
3. Newegg Corp. culture is extremely resistant to change.

B. Executive Russian Roulette
1. Newegg replaces the CEO and other top level executives every 1-3 years resuliting in:
a. Abandonment of goals & mission midway.
b. Competing agendas
c. Backstabbing and infighting
d. Some of Newegg's unscrupulous leadership are terrorizing and terminating long term employees occasionally resulting in the loss of true assets.
e. Cutting budgets & demanding more for less often resulting in stringent Sales, Shipping, & Returns Policies to meet those increasingly stringent targets. Unfortunately, the root causes are never addressed because of the Chinese Culture and the customers, vendors, and employees ultimately pay the price -- see Glassdoor.com Newegg company reviews for examples.

C. Holiday sales push most companies to the limit presenting many challenges
1. Temporary workers are hired to meet the increased sales volume and landing a "good" temp worker is often hit & miss. Additionally, time & resources are required to train the temp worker to perform within standards.
2. Black Friday, Cyber Monday, and Christmas accounts for up to 50% of sales revenue for some companies, especially for E-commerce companies leaving many highly stressed for nearly 3 months.
3. Newegg's company culture fosters fudging and sweeping errors under the rug which means that huge picking or shipping blunder was kept hush-hush and your order was delayed or cancelled--nobody wants to be that duck with a mouthful of buckshot.
4. Let's face it, it's insanely busy and everyone involved in processing & delivering your order or return is fully capable of disappointing you. Just stop to consider that most satisfied customers will not be moved to post their positive experience with Newegg or any other company because that satisfied customer is too busy surfing for their next purchase.

I believe you but, it's not limited to Chinese corporate culture. That's pretty much standard in every corporation which is what they all strive for.

 

[goobee]

The "free shipping" thing is a joke. One of carriers such as DHL picks up the box and it goes to their sorting center. Then it is delivered to USPS where it processed by their sorting center and forwarded to the local Post Office where it gets sorted again and eventually delivered.

I live 35 minutes from newegg and it took about a week for my box to get delivered. I watched the tracking, it went from newegg in Industry to Compton where I guess USPS took over and there were no further updates until it was delivered.

 

[videogames101]

Newegg, used to be awesome, spent thousands there.

Now Amazon's service just outclasses them. Why would I ever use Newegg now?

Newegg cut costs to stay competitive, but all they did was cut the only reason anyone shopped there in the first place.

Unless they do some serious work on their customer service I'm not sure how long they'll last against amazon.