advise on a shipping issue with newegg..... am I being unreasonable?

[SP33Demon]

I had a package that UPS tried to deliver 3X and then got sent back, even after I left them a note instructing them to leave it (and newegg didn't require a signature either). I reordered the case, and Newegg gave me a $25 gift card + any difference between the two orders (since the case had gone up). Then they were trying to play hardball on the price difference, but luckily I saved all the CSR chats and there wasn't sht they could say. Save all your chats with dates and timestamps.

 

[KeypoX]

and very often when dealing with newegg.

 

[Lifted]

I know everyone is going to tell me I'm extremely slow, but I've just realized that the vast majority of question marks in online forums are purely rhetorical.

 

[Zivic]

Was just trying to keep you from looking like more of an idiot than you're trying to be, but I see you've tossed that salad already.

I am glad you feel elite enough to judge me based off a gramatical/typing error on an informal, off top forum post.

again, thanks for your brilliant insight. you have truely represented yourself as an elite individual

 

[Vic Vega]

Yes.

No.

 

[Zivic]

Newegg is guarding against the possibility that UPS comes through and does deliver the package, and you end up with two for the price of one. Either pony up your CC info so they can potentially charge you for a second delivered shipment if neccessary, or wait for them to get the first one back.

If Newegg really needed your business they might bend over backwards and send out an immediate replacement, but since they are a relatively high volume, low margin operation they would rather protect themselves from the possible loss.

Your only option is to accept their policies or cease to do business with them. Clear yet?

the item is going back to newegg. no question about it. they will not deliver the item to me. It has become a question of whether or not ups will successfully get the item back to them... and as I understand it, newegg requires me to hedge that risk for them.

My business with newegg will not make or break them, I understand that. To argue they need to protect themselves in a situation like this is a bit of a stretch IMHO.

 

[Zivic]

I had a package that UPS tried to deliver 3X and then got sent back, even after I left them a note instructing them to leave it (and newegg didn't require a signature either). I reordered the case, and Newegg gave me a $25 gift card + any difference between the two orders (since the case had gone up). Then they were trying to play hardball on the price difference, but luckily I saved all the CSR chats and there wasn't sht they could say. Save all your chats with dates and timestamps.

not really worth much when the same rep comes back to me and basically says... all that stuff I told you I would do before,,, um, well, I can't do any of it.... sorry. They sure are good at saying sorry.....

IMHO they only thing the reps should say...

YES, this is a bad situation
YES, I understand why you would be frustrated
YES, I will get a replacement item to you right away... and as a token of our appreciation of your business and understanding, we will expedite the shipping for you free of charge.
YES, I will send you confirmation of the shipment and tracking info.

Is there anything else I can do for you today?

 

[frostedflakes]

Don't really see the problem, this is the way all advanced return services work. The company sends you a replacement before receiving the old item, and in order to protect themselves they need your CC info in case the old item doesn't arrive. You're always taking a bit of a risk that the old item being sent back will get lost or whatever and you'll get charged. That's the tradeoff for getting your replacement faster. If you don't want to take that small risk, you'll have to wait a bit longer for the replacement to arrive.

This isn't really a NewEgg thing, pretty standard policy (assuming they even offer advanced return/RMA, many don't).

 

[Zivic]

Don't really see the problem, this is the way all advanced return services work. The company sends you a replacement before receiving the old item, and in order to protect themselves they need your CC info in case the old item doesn't arrive. You're always taking a bit of a risk that the old item being sent back will get lost or whatever and you'll get charged. That's the tradeoff for getting your replacement faster. If you don't want to take that small risk, you'll have to wait a bit longer for the replacement to arrive.

This isn't really a NewEgg thing, pretty standard policy (assuming they even offer advanced return/RMA, many don't).

this isn't an RMA or even a real advanced return/exchange. I never got the item.

the catch here is I did not instigate or request the item be returned. If I received the package and I determined there was an issue and I sent it back, sure, charge away for a replacement to be sent right away. This is not the case here.

Whether I offer up my card, or wait, the risk of the item not getting back to newegg is on me. I am out my money either way, and potentially double the money if I offer up my card. Right now, I have assumed all the risk, yet had no control or input on what has been happening to the returned item.

and yet again, I feel I could shop anywhere on the net and receive this level of service. I shop at newegg to get better than average service. Apparently my expectations were too high.....

 

[frostedflakes]

From NewEgg's point of view, though, it's no different. They're sending out a replacement to you before they receive the old item.

And if the original package doesn't show up at NewEgg, I really doubt you'd be out the cost of the original item. If this happens and NewEgg doesn't either refund or ship out a replacement, contact the fraud department for your CC company and do a chargeback. I doubt NewEgg would ever let the situation get to this point, though.

 

[Zivic]

From NewEgg's point of view, though, it's no different. They're sending out a replacement to you before they receive the old item.

it isn't the same. the shipping company and newegg are basically one in the same. UPS is an extension of newegg as they are newegg's courier of choice and there are contracts between the two companies. they have had the item at all times.... and per newegg's request are returning the item back to themselves. From newegg's standpoint they should not see this as an advanced exchange since they are the ones that requested the item be returned to them. the key factors in this are
1.) the item was never delivered to me, nor was there an attempted delivery to me. as a result I never had physical ownership/control of the item

2.) the newegg/ups contract determined what would happen to this package... I had no say in how this item was to be handled

3.) my money is already out there, paid up front. I have already assumed all the risk upfront, yet newegg requires I double my risk because of a shipping issue with their courier.

 

[Zivic]

And if the original package doesn't show up at NewEgg, I really doubt you'd be out the cost of the original item. If this happens and NewEgg doesn't either refund or ship out a replacement, contact the fraud department for your CC company and do a chargeback. I doubt NewEgg would ever let the situation get to this point, though.

and I agree with most of this... thing is, if there is no intent of charging my card for the replacement why do they need the card in the first place????

My money is already out there. The extension (their chosen courier) of their company has been in possession of the item the entire time. Why do I need to take on further risk for an item that I have already paid for and have not yet received?

 

[Catnap]

and I agree with most of this... thing is, if there is no intent of charging my card for the replacement why do they need the card in the first place????

My money is already out there. The extension (their chosen courier) of their company has been in possession of the item the entire time. Why do I need to take on further risk for an item that I have already paid for and have not yet received?

You don't. Wait for the item to get back to NewEgg, problem solved.

 

[HendrixFan]

My money is already out there. The extension (their chosen courier) of their company has been in possession of the item the entire time. Why do I need to take on further risk for an item that I have already paid for and have not yet received?

UPS is not an extension of Newegg at all. You are also free to choose other courier services when ordering through Newegg. You can try and validate your misconceived notions by making things up or you can start listening to the people you came to advice for.

 

[alkemyst]

next time just shop at Wal Mart...you must be there each night based on that post.

 

[Zivic]

You don't. Wait for the item to get back to NewEgg, problem solved.

and I hold the risk until the item is returned...

UPS is not an extension of Newegg at all. You are also free to choose other courier services when ordering through Newegg. You can try and validate your misconceived notions by making things up or you can start listening to the people you came to advice for.

UPS and Newegg have contracts and are in business with each other... so yes, ups is an extension of newegg as they are who newegg has chosen to be the courier of choice to deliver their items to their customers. the item was shipped via newegg/ups relationship, not under my courier or account. If I had arranged shipping with a company of my choosing and under my account, the situation would be on me to resolve

and the advise has been poor at best. I merely ask why I need to front my card for a replacement when I have already paid for the item? the best answer I got was... it's their policy... ok great. thanks for the elaborite details

next time just shop at Wal Mart...you must be there each night based on that post.

just have to ask, who are you? You judge me as some wal mart trash? and you sit here with 51k posts on some online forum and think you are high enough to pass judgement on me?

Please....

 

[EagleKeeper]

If for some reason, UPS was able to deliver the case to you and NewEgg also shipped you out a replacement case; you would have two in your hands for the cost of one. that is the purpose of having the CC against the replacement order. IT is not a charge, but a CYA

From NewEgg's perspective, they have shipped you a case and it has not been returned to them. Yes they can go after UPS and might have to, but that takes time and at this point, UPS is honoring it's committments. It is yoiu that is trying to move things faster than should be expected.

They are willing to meet you more than half way and you have the edge of being able to do a chargeback.

Apparently, you want trouble more than the case.

So just cancel the damn order; have NewEgg credit back the original charge and get the case elsewhere.


In the OP title, you ask if you are being unreasonable.

Everyone that has responded agrees. YES you are being unreasonable.

Now you do not like the answers that you are given and are attempting to justify. Your justification fails. :thumbsdown:

 

[SP33Demon]

not really worth much when the same rep comes back to me and basically says... all that stuff I told you I would do before,,, um, well, I can't do any of it.... sorry. They sure are good at saying sorry.....

IMHO they only thing the reps should say...

YES, this is a bad situation
YES, I understand why you would be frustrated
YES, I will get a replacement item to you right away... and as a token of our appreciation of your business and understanding, we will expedite the shipping for you free of charge.
YES, I will send you confirmation of the shipment and tracking info.

Is there anything else I can do for you today?

http://www.youtube.com/watch?v=I4PGBSptYCI

 

[Zivic]

If for some reason, UPS was able to deliver the case to you and NewEgg also shipped you out a replacement case; you would have two in your hands for the cost of one. that is the purpose of having the CC against the replacement order. IT is not a charge, but a CYA

UPS will now turn around and deliver the package to me after newegg requested it be returned to them? Unlikely

From NewEgg's perspective, they have shipped you a case and it has not been returned to them. Yes they can go after UPS and might have to, but that takes time and at this point, UPS is honoring it's committments. It is yoiu that is trying to move things faster than should be expected.

Yes, they shipped me a case, but then went and requested it be returned to them... at that point they should send me a replacement

They are willing to meet you more than half way and you have the edge of being able to do a chargeback.

They are not willing to meet me half way... I front another potential charge and they will ship me another one. what is the difference from me reordering a case and disputing the charges on the one I never received?

Apparently, you want trouble more than the case.

So just cancel the damn order; have NewEgg credit back the original charge and get the case elsewhere.

I advise them I wanted to, but was advised I couldn't get a refund till the item was returned to them.... that is unless I wanted to offer up my card

In the OP title, you ask if you are being unreasonable.

Everyone that has responded agrees. YES you are being unreasonable.

Now you do not like the answers that you are given and are attempting to justify. Your justification fails. :thumbsdown:

all of the answers seem to stem around a situation where I actually received the item and I was the one returning to them. under those circumstances, yes I would agree I am being unreasonbable. the answers given don't seem to take into account the item ultimately never left the control of newegg

 

[zanejohnson]

you gotta pick your battles

 

[HendrixFan]

all of the answers seem to stem around a situation where I actually received the item and I was the one returning to them. under those circumstances, yes I would agree I am being unreasonbable. the answers given don't seem to take into account the item ultimately never left the control of newegg

It did when they shipped it. You have a very incorrect (legally, morally, logically) notion of Newegg as a courier service. The entire reason they ask for your CC authorization is because they do not have control of the item. Until they receive the item back from UPS, a situation in which they have no control or guarantees, they are out the item.

I haven't read a reply here that seems to confuse the situation. The only thing that seems confused here is your responses.

 

[Soundmanred]

YES you are being unreasonable

 

[Zivic]

It did when they shipped it. You have a very incorrect (legally, morally, logically) notion of Newegg as a courier service. The entire reason they ask for your CC authorization is because they do not have control of the item. Until they receive the item back from UPS, a situation in which they have no control or guarantees, they are out the item.

I haven't read a reply here that seems to confuse the situation. The only thing that seems confused here is your responses.

They had control of the item as they are the ones that requested it be returned to them... via their contract with UPS... if they have that control, and have tracking info, why do I need to be the one to hold all the risk on the item getting back to them? again, my money is on the table with nothing to show for it.


Newegg is not a courier service, but they do hold the account under which the item was shipped, they did initiate the shipment and obviously hold control over the shipment details... in this instance, ups is an extension of newegg

the very moment that item initiated its route back to them whatever perceived possession I had on the item was gone. It was clearly in their control. at that time, a replacement should have been sent, no questions asked

 

[Zivic]

YES you are being unreasonable

I guess until this happens to you, it's easy to say that.

In the end it's just a hunk of metal. No lives will be lost if I never get it. It comes down to what I feel should be done based on the situation at hand. I think most would agree this isn't a common occurrence and such, should be dealt with accordingly... it doesn't fall under some standard policy like most here would imply.

At this point, I will choose to take my business elsewhere and deal with customer service issues with other companies of my choosing. this is not to say I won't ever shop at newegg again, but it will have me cross-shopping them with every purchase and buying elsewhere when I can.

no company can please everyone all the time, this I understand. But that does not mean a company can hide behind some blanket policy that loosely, at best, pertains to the given situation. It's obvious my past relationship with them means absolutely nothing and when it comes down to it, do not care if they loose me as a customer. this I can live with.

 

[alkemyst]

just have to ask, who are you? You judge me as some wal mart trash? and you sit here with 51k posts on some online forum and think you are high enough to pass judgement on me?

Please....

lolz...it's 51k posts on the forum you are choosing to post on.

Like I said, stick with buying local...don't fuck it up for us that shop properly online.