Horrible experience with NEWEGG, need another supplier?

[wamblam]

OK, quick outline of my story

I live in Missouri but I am currently in Las Vegas for 1 month playing in the World series of poker.

The MB died on my computer so I thought it was an ideal time to upgrade as I was going to anyway and even posted in this forum asking for advice.

Having delt with consumers over the internet I understand the fraud risks of having a different shipping address from a billing address.

So I called them and spoke to a customer service person named "Edwin"

I explained my situation, he said it would be no problem and all I would have to do is ring my bank and put a note in my account.
I did this straight away. Went through all the hoops. Then I placed the order.

two days went by and the order couldnt be verified. (Thurs 5th)
I talked To Edwin again explaining how desperate I was for the parts as I do business online and every day costs me money.
I gave him MY cell phone number and the phone numbers of my bank and the 1-800 number on the back of the card.
He`said he will sort it out and call me back............ never did.

I ring up three times Friday asking for Edwin............ apparently he was too busy most of the day to talk to me.

I finally had to explain the whole story to another CS rep who frankly didnt seem to care about my order.
She said it would be sent to the verification dept again. I asked to speak to them but she said thats not possible.

I get a "form type" email Saturday telling me my order was cancelled.
No explanation of the reasons or what they did to try an verify.
I dont know if they even bothered to call my bank.

I basically wasted a whole week and 10 phone calls to get absolutely nowhere.

They never contacted me once even though they promised numerous times.

The customer service at Newegg is frankly horrible if you have a problem.

I have used newegg in the past, never again. They have lost a customer for life.

I certainly could not in good faith reccomend them to anyone I know.

If a member of management is reading my order number was 62242924
(the order came to approx $469 with express shipping, how ironic)

So now I am back to square one.......... I need a supplier who can supply computer parts to me here in Vegas.
I am sitting here with a dead computer losing money every day.

Can anyone suggest a supplier who is more personal
I am willing to pay extra for good fast service and someone who i can actually interact with if there is a problem.

 

[DSF]

Just because you had a bad experience doesn't mean their customer service as a whole is horrible.

Anyway, I've had very good personal service from FrozenCPU.com, but I believe they specialize in cooling/modding, and I'm not sure they'd have all the parts you need.

 

[wamblam]

Originally posted by: DSF
Just because you had a bad experience doesn't mean their customer service as a whole is horrible.

Anyway, I've had very good personal service from FrozenCPU.com, but I believe they specialize in cooling/modding, and I'm not sure they'd have all the parts you need.

I can only relay my own personal experience, trust me, it was very poor.
They would rather lose an order than try and help a customer.
I understand their whole business model of "box shifting" and offereing no sales advice.
I just wasnt aware it included ignoring and BS customers who have placed orders.

I think its fair to say you only find out how good a CS team is when you have a problem.

Just looked at FrozenCPU.com, looks good except you cant call on Sundays.

Is there anywhere out there I could order today and talk to a human?

 

[pcgamer321]

I've had problems before regarding parts etc, and Newegg was just superb.
Sorry to hear your misfortune, but I don't think one experience should represent newegg as a whole.

 

[FreedomGUNDAM]

never had a problem with Newegg. the times I have dealt with their customer service for a RMA, it was a smooth experience

 

[Blain]

Don't like Newegg... Buy from Chief Value... problem solved! :thumbsup::laugh:

 

[JackMDS]

I am not saying that NewEgg is a ?Lily White Perfect?; they have their share of problems in service.

However your OP title is Not fair, there are sever fraud problems using CCs over the Internet and anyone who deals with CC is trying to protect themselves.

Your post title is misleading and it is Overreaching and Bombastic. :shocked:

If you blame others, you should be fair yourself otherwise you are No better.

Your title should be something like, "Trouble in service when trying to Ship to None Billing address".

 

[Blain]

Why was this posted in the "General Hardware" forum in the first place?

 

[angry hampster]

Try NCIXUS
http://www.ncixus.com/

 

[wamblam]

Originally posted by: JackMDS
I am not saying that NewEgg is a ?Lily White Perfect?; they have their share of problems in service.

However your OP title is Not fair, there are sever fraud problems using CCs over the Internet and anyone who deals with CC is trying to protect themselves.

Your post title is misleading and it is Overreaching and Bombastic. :shocked:

If you blame other, you should be fair yourself otherwise you are No better.

Your title should be something like, "Trouble in service when trying to Ship to None Billing address".

"Misleading" "Overeaching" "bombastic"

Seriously you need to calm down a little.

If you are suggesting by misleading that I lied about any of the facts you really need to calm down or offer some proof.

I said in my opinion I had a horrible experience, based on the facts how is that over the top?

I fully understand their need to protect themselves from CC fraud.
(I already said that in my first post)
That is the reason I contacted them in the first place and went through the hoops they requested.
They assured me it would be OK............... obviously it wasnt.
They lied to me about contacting me and never attempted to contact me to help in the verification process.

To those who say...... "I have had nothing but a good experience with NE"

Before this I also had nothing but good experiences with newegg but i never ran into a problem that involves genuine customer/customerservice interaction.

The one time i needed them......... they frankly let me down.

Those are the facts.

 

[Blain]

Originally posted by: wamblam
"Misleading" "Overeaching" "bombastic"

Seriously you need to calm down a little.

Shhhh...
JackMDS = "Elite Member" & "General HW Moderator" :roll:

 

[wamblam]

Originally posted by: angry hampster
Try NCIXUS
http://www.ncixus.com/

tried calling them today, nobody answers, just a voice mail.

I think my only hope is to try and pick up the parts locally here in Vegas on monday.

Tried searching yahoo and google for Las vegas computer stores. Its a mess with many false links.

If anyone knows of a qualty local LV store who stocks parts please let me know.

I am at the stage where I dont care what I pay to get my computer back up and running.

I apologize to everyone for my attitude if I seem a bit pissed off.

Its just that I am. I wear my heart on my sleeve.

 

[BlueAcolyte]

Frys and Micro Center have actual STORES, pretty easy to get to a human there. There has to be one in Las Vegas...

 

[JackMDS]

http://netaffilia.com/cc/stores/view/30

 

[corkyg]

For what it is worth - I have always preferred ZipZoomFly (formerly Googlegear) to Newegg. A lot depends on where you live and the geographical alignment. This relates mostly to shipping costs, and ZZZ has often beat NE in that department.

 

[lxskllr]

I've never had issues with Newegg, but I've never had to deal with CS either. As a general principle, you find out exactly how good a store is when you're dealing with CS. Every store is A+ when things go as they should. It's when problems arise that you see how good they really are.

I'm sorry you had issues with Newegg. Just remember that they're huge, and sometimes customers fall through the cracks. Dealing with a small outfit may be better in a emergency situation like you had. You'll pay more for the parts, but CS will be more 1 on 1, and there'll be less of a chance of you being forgotten.

Sorry, I have no one to recommend to you :^(

 

[BladeVenom]

If you're losing money everyday because your computer is down, why would you even use mail order to begin with, especially since you know there is a good chance you'll have a problem since your shipping address is different from your billing address. I like Newegg, but if I need it now, I get it at a local store.

The problem is the bank/credit card company. No matter which PC company you order from you'll end up with the same problem. You need to talk to the bank to get the order approved. Newegg isn't going to know anything other than it didn't go through with the bank, talking with Newegg isn't going to do you any good no matter who you talk to. They can't talk the bank in to approving it, you have to.

Try a different credit card, that may work.

 

[WoodButcher]

Originally posted by: JackMDS
http://netaffilia.com/cc/stores/view/30

Whoa! calm down! LOL
one word solved. Must be why your a mod, eh?


wamblam, What I would do is find the mobo you want at http://www.frys.com./
get the numbers and take them to the store. If they have what you want great, If not maybe with a little butt kissing they will overnight it to the store, worst case take what they have in stock or get your self a cheap machine to work on till you get home. BTW, what is it your using to get on Anand?


Sorry to hear about the NE fiasco but every now and then you run into a snag no matter how good the company. NE sells such a large volume it does not surprise me to hear of a problem now and then.

 

[NeweggSupport]

Originally posted by: wamblam
OK, quick outline of my story

I live in Missouri but I am currently in Las Vegas for 1 month playing in the World series of poker.

The MB died on my computer so I thought it was an ideal time to upgrade as I was going to anyway and even posted in this forum asking for advice.

Having delt with consumers over the internet I understand the fraud risks of having a different shipping address from a billing address.

So I called them and spoke to a customer service person named "Edwin"

I explained my situation, he said it would be no problem and all I would have to do is ring my bank and put a note in my account.
I did this straight away. Went through all the hoops. Then I placed the order.

two days went by and the order couldnt be verified. (Thurs 5th)
I talked To Edwin again explaining how desperate I was for the parts as I do business online and every day costs me money.
I gave him MY cell phone number and the phone numbers of my bank and the 1-800 number on the back of the card.
He`said he will sort it out and call me back............ never did.

I ring up three times Friday asking for Edwin............ apparently he was too busy most of the day to talk to me.

I finally had to explain the whole story to another CS rep who frankly didnt seem to care about my order.
She said it would be sent to the verification dept again. I asked to speak to them but she said thats not possible.

I get a "form type" email Saturday telling me my order was cancelled.
No explanation of the reasons or what they did to try an verify.
I dont know if they even bothered to call my bank.

I basically wasted a whole week and 10 phone calls to get absolutely nowhere.

They never contacted me once even though they promised numerous times.

The customer service at Newegg is frankly horrible if you have a problem.

I have used newegg in the past, never again. They have lost a customer for life.

I certainly could not in good faith reccomend them to anyone I know.

If a member of management is reading my order number was 62242924
(the order came to approx $469 with express shipping, how ironic)

So now I am back to square one.......... I need a supplier who can supply computer parts to me here in Vegas.
I am sitting here with a dead computer losing money every day.

Can anyone suggest a supplier who is more personal
I am willing to pay extra for good fast service and someone who i can actually interact with if there is a problem.

Dear wamblam,

Thanks for taking the time to post your informative review. We greatly apologize for any inconvenience you have experienced due to your situation. At your earliest convenience, please contact Alex at 800-390-1119 ( dial 25040 immediately ) or by email at alex.a.villarino@newegg.com for further assistance.

Thank you

 

[modoheo]

I had a similar problem to the OP when I first started ordering entire computer builds from newegg. I finally called my credit card and added my shipping address as a "certified alternative shipping address," and things finally started to straighten out. I still have to call my credit card before I place a large order with newegg however and let them know not to put the order on hold when it comes thru, or the fraud protection on my cc kicks in automatically. That's not newegg's fault, though.

IMO, newegg is superb for great prices, fast shipping and delivery, and easy RMA of defective merchandise. Phone CS leaves something to be desired however.

 

[JackMDS]

First Class CS personal does not work for low wages.

Using them adds to the cost.

We are the one paying for the additional cost.

I prefer to take care of my issues by myself rather than paying for CS that I rarely need to begin with.

For tete-a-tete interaction, there are local stores with whatever CS they provide.

 

[aigomorla]

Originally posted by: JackMDS
http://netaffilia.com/cc/stores/view/30

Yup..

Hey OP this is a Brick and Motar store. The thing about Frys tho, you want to save your shopping for wednesday, Friday -> Tuesday.

Those are the days they have awesome sales.

You can view the ads they have on the weekends by googling: OC Frys ads. I realized orange county register has the nicests display format.

I recomend Frys expecially since your time frame. If you have problems, just return the product, no need for RMA mailing of any sort.


Anyhow, seems your ranting cuz YOUR bank somehow rejected the Transfer. Maybe you should RANT at your bank more then newegg?

The only problem ive had with newegg, is there stupid website, and i dont like how they have a web counter, and WILL RAISE there price according to web hits.

This is why I tell everyone NEVER link a newegg link. On Anandtech + newegg link = Guarentee 10-20 dollar increase if its a HOT TOPIC.


Anyhow you ever think of charging it on a CC?
That would of been your fastest and easiest route.
I guess you wanted to use cash from winnings to pay it off.

The more you try to convinece yourself in getting something, the more problems that can happen on it arriving. This is what i learned.

Two ways, you either pay for the best service and dont complain about the price, or you wait and be patient like everyone else for that uber discount, or any form of discount.

If you think thats bad also, i bought 2 air coolers for my gpu. Finds out they dont fit, STUPID REVIEW, was getting mixed up for rev.2 and not rev.1.
The coolers costed 20 dollars each. However shipping them back is like 10 + i lose 15% for restocking.

LOL.. i decided to keep the coolers and mod them.
This isnt the only thing also, i bought wrong ram. Now i have to keep them because i would eat too much on the return + shipping.

 

[Chosonman]

They're probably more reliable than your average internet vendor. I usually buy through Newegg or my local MicroCenter. I've also ordered from ZipZoomFly, ClubIt, and TigerDirect though they're not as reputable I haven't had a problem with any of those.

 

[Cogman]

I haven't ever had problems with new-egg, and its too bad that you did. I would like to throw in the "Give them another chance Vote".

With that said, your best bet to get perfect shipping is to us a local computer shop rather then an internet one. Problems happen over the internet that don't happen in real life (Using a credit card on the internet is a much bigger hassle then it is person-to-person). ZipZoomFly, Frys, even amazon will probably be your best bets for a newegg alternative.

 

[RebateMonger]

Trying to have something shipped to an address that isn't your credit card billing address is asking for problems. Newegg or anybody else.

I and my clients order whatever we can through Newegg and I have not yet (since Newegg's inception in 2001) had a single complaint about their ordering or shipping process.