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

[Zivic]

ordered a new case from them this week. it was supposed to be delivered 4/21. Unfortunately the case made it to my state UPS hub, but the label was damaged and is being sent back to newegg per the UPS/newegg contract. I never received the item. No delivery attempt was made. I find this out today and contact them.

The representative tells me I need to put up my credit card in order for them to ship me a new one right away -> calling it an advanced replacement. I cannot get a full refund nor will they ship me a new one without a credit card until the item is returned to them... expected to be 4/26. I say what happens if UPS looses this package? she advises me that I would need to either offer up my card for a refund/replacement or wait for them to file a claim with UPS.... I say this is unacceptable

I online chat with this rep for about 45 minutes and she escalates it to a "higher up" who says she will overnight me a replacement on monday. I missed the shipping cutoff today(friday). no CC required. I say good, thank you very much and we end the chat session. so here I am checking my email and I find this:

Dear Zivic,

I do apologize for any inconvenience this may have caused you. After further review the only way that I will be able to have one of these sent out to you as soon as Monday is to have an advance replacement issued. In order for me to do this is to place credit card information on file, there is no way around this. I can understand why you would not want to give your credit card information but I can assure you that I will keep up with this and make sure there are no charges to you credit card. Please advise if you give me permission to use your CC on file to take care of this. I will also upgrade the shipping to overnight at no charge to you.

Thank you,
Elaine Velasquez
Representative, Customer Retention
9997 Rose Hills Road
Whittier, CA 90601
T 626.271.9700 ext 25056
F 626.271.9403
www.newegg.com - Once You Know, You Newegg!

^^^ is my expectation that they send me out a replacement immediately or offer me an immediate refund without offering up my CC an unrealistic expectation?

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OP asked a question - it has been answered by multiple members; all with the same result.

As a result, the thread is generating into a pissing match and is being locked as a result.

Common Courtesy
AT Admin

 

[DisgruntledVirus]

^^^ is my expectation that they send me out a replacement immediately or offer me an immediate refund an unrealistic expectation?

Yes.

 

[MagnusTheBrewer]

Dear Zivic,

I do apologize for any inconvenience this may have caused you. After further review the only way that I will be able to have one of these sent out to you as soon as Monday is to have an advance replacement issued. In order for me to do this is to place credit card information on file, there is no way around this. I can understand why you would not want to give your credit card information but I can assure you that I will keep up with this and make sure there are no charges to you credit card. Please advise if you give me permission to use your CC on file to take care of this. I will also upgrade the shipping to overnight at no charge to you.

Thank you,
Elaine Velasquez
Representative, Customer Retention
9997 Rose Hills Road
Whittier, CA 90601
T 626.271.9700 ext 25056
F 626.271.9403
www.newegg.com - Once You Know, You Newegg!

Just give her permission to access the credit card info they already have on file. Sheesh! Why do you insist they fix something that's not their fault? They will "immediately" send out a new case and you will not be charged. Did you understand the email?

 

[Zivic]

Yes.

please elaborate?

why would I need to hedge their risk with their shipping company? If I had received the item in some way or another, I would be fine offering up my CC if I were the one shipping it back to them. In this instance I am not.

I have been buying from newegg for nearly 10 yrs. I don't know how much I have spent with them, but I would guess around the neighborhood of 15 grand or more. I know many have spent more, but feel this is a lot. I have a lot of options to buy online and buy from newegg because of the customer service. I feel I could get this level of customer service from any other online retailer.

 

[Zivic]

Just give her permission to access the credit card info they already have on file. Sheesh! Why do you insist they fix something that's not their fault? They will "immediately" send out a new case and you will not be charged. Did you understand the email?

and she also assured me she would overnight me on monday....... so what happens if UPS looses the package? then what, they charge me back?

as I see it, this is their responsibility. the package was en route to me, but per their contract was rerouted back to them.

 

[FoBoT]

 

[Lifted]

Wait another couple of days for it to get back and they will ship you another one. If you paid for any sort of express shipping, ask for a refund. Other than that - grow up?

 

[Zivic]

Wait another couple of days for it to get back and they will ship you another one. If you paid for any sort of express shipping, ask for a refund. Other than that - grow up?

I understand shit happens. I am 32 yrs old... I feel I am plenty grown up.

Why do I need to front my CC to protect newegg from their own shipping company?

If they would have caught the shipping mishap, they could have sent me one out yesterday via their standard 3 day and the issue would have been resolved.

 

[MagnusTheBrewer]

so what happens if UPS looses the package? then what, they have charge me back?

as I see it, this is their responsibility. the package was en route to me, but per their contract was rerouted back to them.

What happens if the world ends tomorrow? It is not NewEggs responsibility to make your world exactly the same as it was before you contacted them. They offered to immediately send you another case without charging you again and before they get the mangled labeled one back. All you have to do is stop being a stiff necked (it's the principle of the thing) customer and give them permission to access info they already have. Just do it and stop whining. Oh and, good luck finding another company willing to do as much. Hell, you'd be lucky to get an actual human instead of a computerized phone menu.

 

[Zivic]

and it also seems like they just chatted with me and told me anything I wanted to hear with the intention of sending the email that I received all along. I know it's only a couple hundred bucks, but it feels like I am being played a bit

 

[Lifted]

I understand shit happens. I am 32 yrs old... I feel I am plenty grown up.

Why do I need to front my CC to protect newegg from their own shipping company?

I think Newegg has gotten large enough that they have procedures in place that staff and managers can't work around. Now that you know what those procedures are, you can either continue to do business with them or take your business elsewhere.

Do you really know how any other company would handle such a situation. I'd assume it's rather rare as I've only heard of this happening a few times (label getting damaged).

 

[Zivic]

What happens if the world ends tomorrow? It is not NewEggs responsibility to make your world exactly the same as it was before you contacted them. They offered to immediately send you another case without charging you again and before they get the mangled labeled one back. All you have to do is stop being a stiff necked (it's the principle of the thing) customer and give them permission to access info they already have. Just do it and stop whining. Oh and, good luck finding another company willing to do as much. Hell, you'd be lucky to get an actual human instead of a computerized phone menu.

I don't get this argument at all.... if they don't plan on charging me, why do they need my permission to access my CC?

 

[Lifted]

and it also seems like they just chatted with me and told me anything I wanted to hear with the intention of sending the email that I received all along. I know it's only a couple hundred bucks, but it feels like I am being played a bit

You had them on the phone for an hour, so yes, they wanted to get you off since you probably kept asking them to do something they had no ability to do. What should they have done, spent 5 hours on the phone with you telling you "No sir, we can't do that." over and over?

 

[Zivic]

here's the shipping info:
04/22/2011 05:56:00 DEPARTURE SCAN MINNEAPOLIS, MN, US
04/21/2011 18:36:00 LOCATION SCAN MINNEAPOLIS, MN, US
04/21/2011 05:05:00 OUT FOR DELIVERY MINNEAPOLIS, MN, US
04/21/2011 04:45:00 THE ADDRESS LABEL IS MISSING OR ILLEGIBLE / SHIPPER REQUESTED RETURN OF PACKAGE[X] MINNEAPOLIS, MN, US
04/21/2011 02:54:00 UNLOAD SCAN MINNEAPOLIS, MN, US
04/21/2011 01:23:00 ARRIVAL SCAN MINNEAPOLIS, MN, US

 

[ViviTheMage]

I don't get this argument at all.... if they don't plan on charging me, why do they need my permission to access my CC?

My guess is so they can deal with a lost package, if UPS never sends them the first case back.

So they'll deal with it like it's a new order.

 

[Zivic]

You had them on the phone for an hour, so yes, they wanted to get you off since you probably kept asking them to do something they had no ability to do. What should they have done, spent 5 hours on the phone with you telling you "No sir, we can't do that." over and over?

online chat... the first rep held strong, and basically kept saying "sorry"

I politely asked for a rep that had the ability to do more...

the new rep says I read over the details and feel you are right and will ship you out a replacement right away and will overnight the shipping ( I never requested this). I agreed this was acceptable and that was the end...

 

[MagnusTheBrewer]

I don't get this argument at all.... if they don't plan on charging me, why do they need my permission to access my CC?

I knew it! You didn't understand the email they sent you and now you're borrowing trouble and getting all twisted out of shape. Listen, they have your credit card info on file but, the manager can't access it because you haven't given permission. Clearly, NewEgg has some policy in place that requires that info. The person you talked to said she would follow up and make sure you're not charged. Get it? JUST GIVE HER PERMISSION!

 

[Zivic]

My guess is so they can deal with a lost package, if UPS never sends them the first case back.

So they'll deal with it like it's a new order.

this doesn't make sense to me.... if UPS looses the package, newegg should deal with it on their own. Where does my CC come into play with that?

 

[Zivic]

I knew it! You didn't understand the email they sent you and now you're borrowing trouble and getting all twisted out of shape. Listen, they have your credit card info on file but, the manager can't access it because you haven't given permission. Clearly, NewEgg has some policy in place that requires that info. The person you talked to said she would follow up and make sure you're not charged. Get it? JUST GIVE HER PERMISSION!

if they don't plan on charging me, why do they need the info? The first rep advised it was in case the item never gets back to them.... how does this have anything to do with me?

 

[MagnusTheBrewer]

if they don't plan on charging me, why do they need the info? The first rep advised it was in case the item never gets back to them.... how does this have anything to do with me?

Now, you're just being argumentative in addition to being unreasonable. If you are that worried about buying online, buy at your local b&m.

 

[masterxfob]

it looks like you've already answered your own question and have decided to be inconsolable...

 

[Lifted]

if they don't plan on charging me, why do they need the info? The first rep advised it was in case the item never gets back to them.... how does this have anything to do with me?

It doesn't, and they shouldn't require it. But they do.

If you're this concerned about it then write them a letter. They might even send you a coupon or something for your "troubles".

Do you really think Newegg would charge you twice? A simple call to you CC company would fix that in an instant.

 

[jruchko]

this doesn't make sense to me.... if UPS looses the package, newegg should deal with it on their own. Where does my CC come into play with that?

That is something you should ask them as it is their policy. Either way, you were told you would not be charged so stop being stubborn and give her permission.

 

[Zivic]

Now, you're just being argumentative in addition to being unreasonable. If you are that worried about buying online, buy at your local b&m.

I am not worried... I feel it is unacceptable for me to offer up my CC info (and potentially be charged back).

 

[Zivic]

That is something you should ask them as it is their policy. Either way, you were told you would not be charged so stop being stubborn and give her permission.

then why does she need the card? I was advised it was in case UPS didn't return the package to them.....