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Author Topic: Bad NewEgg Bad  (Read 4859 times)

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Moonb007

  • Architect, Photographer, Dreamer
« on: July 24, 2009, 13:44 »
0
I am wanting to post this just to warn everyone about bad costumer service at NewEgg.com.  They will not take refunds.  I bought a processor for my computer that was fired over the weekend.  Once I got it I realized it was the wrong one and and within a day from it arriving I requested that I return it for a refund.  The item was unopened in all original packaging.  They require you to send an email to support and from there Newegg will decide if you can return the item.  I of course was denied, which is ridicules sense its unopened and brand new.  I personally expected to pay shipping and a restocking fee, but not complete denial.  They don't post anything up front saying it is a non-returnable item and according to the support some items are and some aren't.  It also sounds like its personal judgment left up to the support person, all very shady.  I however will never buy something from NewEgg sense this is a horrible policy, but I want to inform all my colleges.

Kevin
aka Moonb007


« Reply #1 on: July 24, 2009, 13:49 »
0
Put on Twitter I have heard it helps with bad customer service nowadays :-)

Moonb007

  • Architect, Photographer, Dreamer
« Reply #2 on: July 24, 2009, 14:03 »
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I might just have to do that.

« Reply #3 on: July 24, 2009, 15:25 »
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Glad you posted.  I have never had a problem with NewEgg, but I sure would be ticked off if I were in your position. 

Do you have a long history of buying from them?  If so, you might want to call back and ask for a supervisor.  I have had the experience some times in the past that if you have a good buying history and are not a chronic returner you can manage to talk them around.

Moonb007

  • Architect, Photographer, Dreamer
« Reply #4 on: July 24, 2009, 16:44 »
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I have bought things off and on...nothing that they would give me special favors for.  I explained to them that I knew it was the wrong item after it shipped.  There answer was that I should have refused to sign for the item.  For one thing, I order two items, I still wanted the other one.  The second issue, I never signed for it...it was left at my door when I was at work...so that was not even a possibility.  He told me that was not his problem, which is when I swore them off and posted my message.

« Reply #5 on: July 24, 2009, 19:33 »
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I'm surprised, since you didn't open the package, you most certainly should be able to return it. Hope you get it straightened out.

LSD72

  • My Bologna has a first name...
« Reply #6 on: July 24, 2009, 19:49 »
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I like Tiger Direct myself. Never ordered from New Egg before.

« Reply #7 on: July 25, 2009, 00:26 »
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If all else fails, you can always sell it on eBay. That's what I do.

« Reply #8 on: July 25, 2009, 04:35 »
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...He told me that was not his problem, which is when I swore them off and posted my message.
Typical customer services scenario, just take a deep breath and stay calm, always keep thing in perspective, the guy on the phone is just a regular guy doing a thankless job for not much reward, and if you do not get the required response ask to talk to the customer services manager, if that fails take advice from a free service.

Remember to take ownership of the problem as you want something from them, If you swear, blame or bad mouth customer service representatives, it will not resolve anything and will make them less likely to help you out!

What I mean about taking ownership:
It is your mistake and you want it resolved, so you need to take perspective and be assertive but not agressive, if you cannot resolve it by talking to the customer services guy or his line manager then thank them for thier time, and take advice and another approach, use the when and I  words, "When I purchased the product, I did not realise it would not suit my requirements, I understand that you have policies on returning goods, I am willing to pay any restocking charges and I would really like your help in this matter', I have found that being polite often works and the seller will often bend the rules slightly to help out.


David  ;)

If someone has had your drill they borrowed for a couple months rather than saying, "you borrowed my drill and I want you to bring it back", try "when I lent you my drill, I did not think that you would need it for to long, I have a job to do myself today and would like to pop round and collect it"   

JerryL5

  • Blessed by God's wonderful love.
« Reply #9 on: July 25, 2009, 08:11 »
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It would seem Newegg's policy for CPUs is replacement only.
Maybe you could call and work out a replacement for the one
you actually need and pay the difference if there is one
since it was never opened.

Newegg CPU Policy
http://www.newegg.com/HelpInfo/ReturnPolicy.aspx#39

« Reply #10 on: July 25, 2009, 11:30 »
0
You should post your shopping experience on this web site:
http://www.resellerratings.com/store/Newegg

Newegg staff is reading the reviews and they do respond to any issues if you are correct about what you said. No company likes bad publicity.

This web site is very useful if you want to order for the first time at an online store.

Good luck!

« Reply #11 on: July 25, 2009, 21:11 »
0
That's a shame. I used NewEgg a lot back in the days (haven't in the past 2 years though I'll admit since I ditched having desktops). I'm also a big fan of logistics and they have a very neat warehouse.

You should be able to come to an agreement here if you can call them enough. Another option would be to resell it through Amazon or Ebay. Since it's unopened you might get a decent value out of it. Not ideal but it's better than having a CPU sitting idle in the closet.

Moonb007

  • Architect, Photographer, Dreamer
« Reply #12 on: July 28, 2009, 16:12 »
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Right now I am talking with another person at NewEgg...via email.  Maybe the first guy was just having a bad day, who knows.  I will let you know if anything happens...otherwise I am sure I will be placing it on ebay.

I have never bought anything from Tigerdirect...might have to try them.  I do however get all there CompUSA emails like crazy to my junk email account.  Normally, I like Buy.com


 

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