When did Newegg become so anti customer service?

[MagnusTheBrewer]

NewEgg has always given me good service even when the problems were out of their control. They have also been good at contacting me in regards to questions or problems which many many other companies can't seem to do.

 

[ThatsABigOne]

One problem with Amazon is if you pick their 4-8 day free shipping or whatever it is, they will actually hold the items to make sure they don't arrive before the estimated time.

Isn't that the point of a 4-8 day shipping? It is supposed to arrive during that time frame.

 

[IEC]

Newegg pulled a bait and switch on me recently. I ordered a 7950 with a 3-game AMD gold coupon and checked out. They later emailed saying the coupon is out of stock (it wasn't when I checked out) and they shipped the 7950 anyways, at full price. I chatted with a CSR to try to get a rain check or a discount on account of them removing the bundle after the fact but they weren't willing to do either.

Not to mention several orders I've paid for upgraded shipping and they haven't shipped in reasonable amounts of time. I'm thinking of being done with Newegg - they're just too big to care.

 

[Matt1970]

Isn't that the point of a 4-8 day shipping? It is supposed to arrive during that time frame.

No, it's just a gimmick to get them to pay for faster shipping. If something only takes 1 day to ship by ground, don't wait 3 days to ship it.

 

[KK]

2003

 

[BeeBoop]

After my experience with NewEgg last year, i have since stopped ordering from them. I don't remember exactly what happened, I just know that it had to deal with 2 day shipping also.

Newegg, to be like ZipZoomfly soon.

 

[MagnusTheBrewer]

If you didn't plan well enough or, are just so impatient that two days or two weeks makes a difference then, there isn't a company on the planet that isn't going to disappoint at some time. NewEgg has always done a pretty good job for me and has offered to refund shipping without being asked when there was a problem.

 

[Dulanic]

If you didn't plan well enough or, are just so impatient that two days or two weeks makes a difference then, there isn't a company on the planet that isn't going to disappoint at some time. NewEgg has always done a pretty good job for me and has offered to refund shipping without being asked when there was a problem.

It's not about planning. It's providing what was well within their control. They intentionally didn't ship it how they promised. There is a difference between a delay outside of their control and intentionally not providing what was promised.

I have to say by the responses in this thread, my experience is the typical and yours is the exception.

 

[MrDudeMan]

If you didn't plan well enough or, are just so impatient that two days or two weeks makes a difference then, there isn't a company on the planet that isn't going to disappoint at some time. NewEgg has always done a pretty good job for me and has offered to refund shipping without being asked when there was a problem.

It has absolutely nothing to do with patience and everything to do with a company doing what they say they're going to do. It's unacceptable for Newegg to say they're going to do X and then do Y.

If you said two days versus three days, your point would still be idiotic, but in the margin. To suggest that two days and two weeks are practically the same amounts of time to wait for a package to ship is incomprehensible. Not everyone is building computers in their mom's basement like you may be doing. Some people need parts for their business and waiting two weeks is a huge problem. If you order a part and expect it in X days, the company is responsible for making sure it gets to you in X days. Yes, things can happen outside of their control, but not shipping the package on time, regardless of the reason, is very poor customer service.

 

[MagnusTheBrewer]

It has absolutely nothing to do with patience and everything to do with a company doing what they say they're going to do. It's unacceptable for Newegg to say they're going to do X and then do Y.

If you said two days versus three days, your point would still be idiotic, but in the margin. To suggest that two days and two weeks are practically the same amounts of time to wait for a package to ship is incomprehensible. Not everyone is building computers in their mom's basement like you may be doing. Some people need parts for their business and waiting two weeks is a huge problem. If you order a part and expect it in X days, the company is responsible for making sure it gets to you in X days. Yes, things can happen outside of their control, but not shipping the package on time, regardless of the reason, is very poor customer service.

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.

 

[Ranulf]

Last serious order I had with newegg was 2 years ago. I ordered a video card last week, it was supposed to be here friday, hopefully it makes it tomorrow. I'm begining to regret it though.

 

[Raincity]

Newegg use to reimburse your return shipping charges on DOA products. Now you just get the sorry for luck email please read our TOA carefully before making the purchase. Now I just waste their bandwith using the site for product research and buy from Amazon. Way to go Newegg.

 

[LTC8K6]

One problem with Amazon is if you pick their 4-8 day free shipping or whatever it is, they will actually hold the items to make sure they don't arrive before the estimated time.

I have had free shipping items arrive in 2 days a few times, so that can't be true.

 

[cuafpr]

I use newegg for research or large orders for the XX amount of time no payments no interest thats it... If its one part I research it there then search amazon and go with the cheaper one, which lately has been amazon +prime shipping is win.

 

[5150Joker]

I personally hate NewEgg and regret spending thousands of dollars there, especially for my new desktop rig. Only reason I didn't shop at Amazon is because unfortunately the tax would've been too high with all the components I purchased (>$4000).

 

[SparkyJJO]

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

Had a friend order a laptop from them on Monday and it arrived 2 days later.

Most shipping complaints I see should be directed to the carrier, not Newegg. Once it leaves Newegg's warehouse it isn't their fault if UPS delays. And I know UPS has had delays this past week depending on where things were coming from partially due to the storm. We ordered some stuff from a totally different site and it got delayed.

 

[Destiny]

I think with any company, as they get bigger, they hire a larger customer service staff - especially during the holidays they hire TEMP customer service... which also increases your likely hood of getting an inexperienced CS or a CS that doesn't care due to the fact it is much harder to maintain good CS standards with everyone due to a large staff...

As for myself... I still order from NewEgg... if I have a problem I can just drive over to their offices 10 minutes away and just RAGE on them...LOL...j/k

 

[foghorn67]

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.

Wow, give it up. The bait and switch tactics don't phase you either?
It's not just delayed shipping, these guys have horrible customer service at all levels.

My last order with them was over 2 years ago. Good riddance.

 

[Uppsala9496]

I stopped buying anything from Newegg 2 years ago. They had a good cyber monday sale on a computer monitor with rebate. When the monitor arrived, the UPC from the box was missing. Called and said I wanted to return it since the UPC was missing and they said it would be a 15% restocking charge.

Oh and the hole in the box from the missing UPC was taped over. The monitor shipping in its original box too. Had I been home for delivery I would have refused.

So after that fiasco I haven't purchased a single thing from them. I'd rather spend more elsewhere.

 

[IndyColtsFan]

Still use NewEgg's excellent product search engine and reviews quite a bit to research parts, but will often order from someplace else after figuring out what I want.

That's what I do as well -- I use Newegg's search to find exactly what I want and then I'll compare prices to Amazon. Newegg still has many components significantly cheaper than Amazon, however.

 

[MrDudeMan]

Wow, give it up. The bait and switch tactics don't phase you either?
It's not just delayed shipping, these guys have horrible customer service at all levels.

My last order with them was over 2 years ago. Good riddance.

He has absolutely no clue what he's talking about, so I say let him have his idiotic opinion and move on. Ordering things on the internet for business is the normal way to do it these days. Only morons don't realize you can't buy everything you need locally because business is more diverse than that. Maybe 20 years ago that was possible, but not anymore. I actually can't buy anything I need for my business locally. Relying on couriers is the only choice.

 

[child of wonder]

I just had a good experience with them. Ordered $1,200 worth of SSDs and 2 hours later found a coupon that would have saved me $50. Talked to customer service and said I wanted the $50 coupon applied. First response was they'd give me $25 in store credit. When I refused and asked for better they agreed to credit me $50.

What pisses me off now is their "Free shipping" aka "The Pony Express." Why does it take 10+ days to get a package to my door?

 

[darkewaffle]

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

Same personally. Haven't bought anything real recently but did some Christmas buying there last year with no problems (and at least one awesome deal).

 

[dud]

Newegg has been my go-to vendor for the last 15 years. They have always provided good service and fair/reasonable prices ... until lately.

Have you noticed how NE will put an item on sale with a coupon code or rebate just after they raise the price? I've been looking for a deal on an i5 processor and caught them in the act just today.

Bad form Newegg ...

 

[BikeJunkie]

Newegg has pretty unfriendly policies. I can't imagine buying a monitor from them, where there needs to be x dead pixels before they'll considering it defective. Fuck that noise. I can return a monitor to Amazon because there was a speck of dust on the protective film that rubbed me the wrong way.

I've built ~10 PCs (me, friends, family). I didn't source a single item from Newegg for the last 2 or 3. I'd rather pay a couple extra bucks and get it through Amazon Prime, where I know I can return anything for any reason without having to jump through hoops (and ultimately lose).