Here is what happened. I purchased a 250 GB Maxtor Maxline 3 HDD off of Newegg last week, when I received the HDD is was DOA. The next day I shipped the HDD back to newegg as a RMA which costed me $9 out of my pocket. I was not happy about paying for shipping a dead drive back to Newegg so I sent them an email requesting that I get reinbursed for the shipping charges, I then received this email.
"Dear Customer,
Thank you for contacting Newegg.
Newegg.com does not pay for the return shipping of defective merchandise. We are not responsible for factory defects because we are not a product manufacturer and we do not produce the parts we carry (similar to a standard walk-in store). Thus Newegg will split the shipping costs with the customer. The customer agrees to pay to send the item back to Newegg and Newegg will consequently repair or replace the component and ship the item at no charge back to the shipping address specified in your account.
For more answers or information please visit our FAQ's page <http:www.newegg.com/app/faq.asp>
Kindest Regards,
Delia Ortega
Customer Service Representative
"
This email made me think low of the customer service quality that Newegg has, so I left a bad review for them at Reseller Ratings. After a couple hours I received another email.
"Dear Valued Newegg Customer,
My name is Jason, and I am a representative for Neweg.com. While reading reviews posted at www.resellerratings.com I noticed that you were very dissatisfied due to an item that you received recently. We greatly apologize for any inconvenience caused by this unfavorable experience. We never intended for you to receive a defective item in the first place, and we will be sure to investigate internally and make sure we are not involved with a bad case of quality control.
We understand that you have been denied a reimbursement for return shipping, and I for one am very upset to hear of this. Who wants to pay for returning a defective item? I know I don?t, and you shouldn't be expected to either; it goes for Newegg as well. We feel that the manufacturer should be responsible for the shipping since they manufactured a defective item. In any case, our representative should have offered to submit the credit for you. What I have done is I submitted a credit to your AMEX for your original shipping charge, and return shipping charge ($13.49). This will be applied within 3-5 business days. I assure you that I will be investigating the emails sent to you, and the service will be fixed accordingly.
We understand that your time is valuable, so we would like to present you with a $30.00 credit towards your next purchase with Newegg. Simply place your next order, then contact me with the order number so i can make the adjustment for you. We are aware that there is always some room for improvement, which is why we appreciate your feedback. Rest assured that this will receive the attention it deserves and Newegg will continue striving to offer high quality products at low, affordable prices and only the finest in customer service. As our valued customer, our main goal is to have your complete and total satisfaction. So, if we can assist you in any further way, please do not hesitate to contact me directly.
Below is your www.resellerratings.com review. If you feel we have come to a suitable resolution, worthy of an update, it would be much appreciated if you could take the time to reevaluate your review. If you feel that we do not deserve an update, please let us know how we can resolve your complaint better and keep you as a "Very Satisfied" customer.
"
This is the best customer service I have ever seen, has any one else been in similar situations such as this?
The Maxline 3 in my sig is not there yet.
"Dear Customer,
Thank you for contacting Newegg.
Newegg.com does not pay for the return shipping of defective merchandise. We are not responsible for factory defects because we are not a product manufacturer and we do not produce the parts we carry (similar to a standard walk-in store). Thus Newegg will split the shipping costs with the customer. The customer agrees to pay to send the item back to Newegg and Newegg will consequently repair or replace the component and ship the item at no charge back to the shipping address specified in your account.
For more answers or information please visit our FAQ's page <http:www.newegg.com/app/faq.asp>
Kindest Regards,
Delia Ortega
Customer Service Representative
"
This email made me think low of the customer service quality that Newegg has, so I left a bad review for them at Reseller Ratings. After a couple hours I received another email.
"Dear Valued Newegg Customer,
My name is Jason, and I am a representative for Neweg.com. While reading reviews posted at www.resellerratings.com I noticed that you were very dissatisfied due to an item that you received recently. We greatly apologize for any inconvenience caused by this unfavorable experience. We never intended for you to receive a defective item in the first place, and we will be sure to investigate internally and make sure we are not involved with a bad case of quality control.
We understand that you have been denied a reimbursement for return shipping, and I for one am very upset to hear of this. Who wants to pay for returning a defective item? I know I don?t, and you shouldn't be expected to either; it goes for Newegg as well. We feel that the manufacturer should be responsible for the shipping since they manufactured a defective item. In any case, our representative should have offered to submit the credit for you. What I have done is I submitted a credit to your AMEX for your original shipping charge, and return shipping charge ($13.49). This will be applied within 3-5 business days. I assure you that I will be investigating the emails sent to you, and the service will be fixed accordingly.
We understand that your time is valuable, so we would like to present you with a $30.00 credit towards your next purchase with Newegg. Simply place your next order, then contact me with the order number so i can make the adjustment for you. We are aware that there is always some room for improvement, which is why we appreciate your feedback. Rest assured that this will receive the attention it deserves and Newegg will continue striving to offer high quality products at low, affordable prices and only the finest in customer service. As our valued customer, our main goal is to have your complete and total satisfaction. So, if we can assist you in any further way, please do not hesitate to contact me directly.
Below is your www.resellerratings.com review. If you feel we have come to a suitable resolution, worthy of an update, it would be much appreciated if you could take the time to reevaluate your review. If you feel that we do not deserve an update, please let us know how we can resolve your complaint better and keep you as a "Very Satisfied" customer.
"
This is the best customer service I have ever seen, has any one else been in similar situations such as this?
The Maxline 3 in my sig is not there yet.
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