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Newegg blows

C

cretinbob

Member
:disgust: Newegg blows big chunks. I made an order with them that got hung up, and when I asked why I just got a bunch of crap from their customer service, was told to just wait and that , basically, they didn't need my $1000+ order and to bug off. I couldn't believe that a customer service rep would tell someone this, but wanting to be the good sport I waited another day (a total of three) for them to process my order before I cancelled it.
So I made my order between two other outfits, because neither had the exact same items. It seems that because I live in a small rural community where they don't deliver mail to your door, coupled with the fact that the issuer of my debit card doesn't bother with alternate addresses there was a bit of an issue with verification.
The two other outfits both let me know that was the problem within about two hours of their respective opening times. One email and one five minute phone call had my stuff processed and shipped that same day. Not only that I was able to get better stuff at a cheaper price. The only inconvienience was two seperate orders.
If Newegg had just taken a moment to say "hey we can't verify your info, here's wehat you need to do", then they wouldn't have lost a customer. Iwould never ever suggest them to anyone. I know that lots of people have good stories, and that's great, but beware.

ahh that feels better. Yes I know I rambled a bit, but after having been in the PC cust svc field for quite a while it makes me angry to get someone who treats customers like they suck. If he were my employee he'd at least be getting a written reprimand and sent back to training. 😀
 
when I asked why I just got a bunch of crap from their customer service, was told to just wait and that , basically, they didn't need my $1000+ order and to bug off.
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Sometihng tells me that you were a rude jerk.

Also, shouldn't you know by now that there will be problems verifying your CC, especially for $1,000 purchases?
 
If I'm the egg rep, how do I know you didn't steal the credit card since the shipping addy doesn't match the billing addy? :roll:
 
I ORDERED LAST WEEK AND MY STUFFD ARRIVED ON TUESDAY.

DAMN YOU EGG I WON'T HAVE TIME TO PUT IT TOGETHER UNTIULL TOMMOROW!
 
Yeah I have to say that my first experience with the Egg wasn't very good for a very similar issue. They had issues with shipping to a non billing address, so I had to go through the little song and dance and add the shipping address to my credit card's "notes" then the next two times I got stuff shipped from them, NO problems, I love how quickly they processed my orders, hell even one of them which I didn't pay to rush, got there next day with ground shipping.
 
newegg is OK. when i bought my first build 2 years ago, they had the cheapest prices on everything, and the best web layout/database. They still have the best site info wise, and often still have the best prices on many items (Video cards, memory, etc.). They are not as competitively priced(read: cutthroat) as they used to be, but from my experience they still have the best customer service.

Anandtech doing an ad disguised as a review is pretty lame though. of course, it's their/his? site, and they can do what they want. plus, if they offered me the dough, i'd probably have said yes too.
 
Originally posted by: cretinbob
:disgust: Newegg blows big chunks. I made an order with them that got hung up, and when I asked why I just got a bunch of crap from their customer service, was told to just wait and that , basically, they didn't need my $1000+ order and to bug off. I couldn't believe that a customer service rep would tell someone this, but wanting to be the good sport I waited another day (a total of three) for them to process my order before I cancelled it.
So I made my order between two other outfits, because neither had the exact same items. It seems that because I live in a small rural community where they don't deliver mail to your door, coupled with the fact that the issuer of my debit card doesn't bother with alternate addresses there was a bit of an issue with verification.
The two other outfits both let me know that was the problem within about two hours of their respective opening times. One email and one five minute phone call had my stuff processed and shipped that same day. Not only that I was able to get better stuff at a cheaper price. The only inconvienience was two seperate orders.
If Newegg had just taken a moment to say "hey we can't verify your info, here's wehat you need to do", then they wouldn't have lost a customer. Iwould never ever suggest them to anyone. I know that lots of people have good stories, and that's great, but beware.

ahh that feels better. Yes I know I rambled a bit, but after having been in the PC cust svc field for quite a while it makes me angry to get someone who treats customers like they suck. If he were my employee he'd at least be getting a written reprimand and sent back to training. 😀
Click to expand...


Hello Creinbob and fellow AnandTech Forum members,


Please accept our sincerest apology for the service that you received when contacting our Customer Service Department. This is highly uncommon and definitely not up to our Newegg standards of quality service. We would like to address the issue accordingly, so if you happen to remember the name of the CS agent that assisted you please feel free to PM me with the information.

Although no further assistance can be offered for the order in question (order canceled), we would like to ask for the opportunity to earn your business. We hope that this situation has not deterred you from doing business with us and that you will allow us the opportunity to make amends. Please feel free to PM myself if you need assistance on a future order.
 
Originally posted by: NeweggSupport
Originally posted by: cretinbob
:disgust: Newegg blows big chunks. I made an order with them that got hung up, and when I asked why I just got a bunch of crap from their customer service, was told to just wait and that , basically, they didn't need my $1000+ order and to bug off. I couldn't believe that a customer service rep would tell someone this, but wanting to be the good sport I waited another day (a total of three) for them to process my order before I cancelled it.
So I made my order between two other outfits, because neither had the exact same items. It seems that because I live in a small rural community where they don't deliver mail to your door, coupled with the fact that the issuer of my debit card doesn't bother with alternate addresses there was a bit of an issue with verification.
The two other outfits both let me know that was the problem within about two hours of their respective opening times. One email and one five minute phone call had my stuff processed and shipped that same day. Not only that I was able to get better stuff at a cheaper price. The only inconvienience was two seperate orders.
If Newegg had just taken a moment to say "hey we can't verify your info, here's wehat you need to do", then they wouldn't have lost a customer. Iwould never ever suggest them to anyone. I know that lots of people have good stories, and that's great, but beware.

ahh that feels better. Yes I know I rambled a bit, but after having been in the PC cust svc field for quite a while it makes me angry to get someone who treats customers like they suck. If he were my employee he'd at least be getting a written reprimand and sent back to training. 😀
Click to expand...


Hello Creinbob and fellow AnandTech Forum members,


Please accept our sincerest apology for the service that you received when contacting our Customer Service Department. This is highly uncommon and definitely not up to our Newegg standards of quality service. We would like to address the issue accordingly, so if you happen to remember the name of the CS agent that assisted you please feel free to PM me with the information.

Although no further assistance can be offered for the order in question (order canceled), we would like to ask for the opportunity to earn your business. We hope that this situation has not deterred you from doing business with us and that you will allow us the opportunity to make amends. Please feel free to PM myself if you need assistance on a future order.
Click to expand...

what happened to neweggvp? 😉

Personally, I've been happy with Newegg, though the cost of shipping does bother me. Can't wait until they offer a flat $79 yearly charge like Amazon
 
Originally posted by: NeweggSupport
We would like to address the issue accordingly, so if you happen to remember the name of the CS agent that assisted you please feel free to PM me with the information.

. . . We hope that this situation has not deterred you from doing business with us and that you will allow us the opportunity to make amends. Please feel free to PM myself if you need assistance on a future order.
Click to expand...
Hi NeweggSupport

Many of us have been buying from the egg for years now, and we know this is not typical for your customer service. In fact, as I noted above I suspect we are being told a somewhat slanted version of the story by "cretinbob."

Some customers take the saying "the customer is always right" to mean they can be rude, abusive, and make unreasonable demands for service such as free shipping upgrades when the fault is with their credit card not newegg. If that's the case here then your support did nothing wrong and you have nothing to apologize for.
 
Originally posted by: Baked
If I'm the egg rep, how do I know you didn't steal the credit card since the shipping addy doesn't match the billing addy? :roll:
Click to expand...

But they didn't even tell me that was the problem. That was my point.

Originally posted by: jspeicher
Originally posted by: cretinbob
they didn't need my $1000+ order and to bug off
Click to expand...

Oh come now, is this what they REALLY said?
Click to expand...

And yeah, the rep asked if I wanted him to cancel my order without me bringing it up.
I was just asking why the delay in processing. There was no mention of fixing the addresses, just "do you want me to cancel?"


anyway, Al I wanted to do was vent. I'll never buy anything from them, but everyone else who has had good experiences with them, great. Like like PETA trying to make McDonalds go away, I know I won't make Newegg goaway.
 
and here is the real email I got from Newegg. This guy has some experience at least.

Dear cretinbob,

Thank you for contacting Newegg.

Again, please accept our sincerest apologies for any inconvenience we may have caused you. We do appreciate your feedback.

Here at Newegg we take all criticism as constructive so that we can use any useful suggestions to better our business practices and ourselves. I have forwarded your thoughts to my supervisor to review. He will share your input with the appropriate parties who will in turn take any action required to remedy the issue.

Thank you,

Matt Field
-------------------------------------------------------------------------------------------------------

So let me thank Matt right now for at least some small part in trying, though too little too late, to help.
 
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