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Newegg Customer Service is amazing...

A

AtlantaBob

Golden Member
Edit:

You can read the original story below. I just wanted to edit this to say that Newegg does have amazing customer service. Even though I called right during lunch Pacific time, I didn't have to wait on hold to talk to anyone. I got someone who spoke English, was personable, and, best of all, said that I shouldn't have to pay for shipping a defective item. He sent me the proper paperwork via email, and I was off the phone in less than 3 minutes. That was amazing customer service, and I will definitely buy from these guys again!

Now AT&T and Capital One could learn a lesson here....

Oh, and thanks Old Hippie--that was definitely a first for me too!




So I bought a printer (HP 1006P, their low-end personal laser jet) from Newegg. UPS gets it here at the very last minute today 7:02 pm, when I was on the phone with their customer service explaining that they needed to deliver it tomorrow. I was late for dinner, so I took it, even though the box looked beat up.

Get home after dinner, and opened the box. Sure enough, there was some damage to the case and the styrophome had been ripped, but it looked cosmetic. I needed to use the printer to print out a bunch of stuff for finals. Ok, prepped it, plugged it in, and there was a loud hum. Didn't sound right. Looked to make sure everything was ok. It was. Plugged it in again while I installed the software. About two minutes in, heard a "pop" and smoke came out of the top of the printer. Yeah, guess it wasn't alright at all.

So, I need the printer and can't use it, this sucks. Now I went to Newegg, filled out an RMA, and they want me to spend $20 to ship it back by UPS.

It's too late to explain the situation to customer service now, but anyone have any idea? Will the famed Newegg customer service handle this? Should I just file a claim with UPS?

Thanks....
 
Why is it too late to explain the situation? Newegg gave me free return shipping on the two items I had to return. Seems all you have to do is ask nicely.
 
Nope--sorry, didn't mean it that way--just meant that it's too late tonight 🙂
I'm hoping that I get your quality of service DSF!
 
Only the shipper can file claims with UPS. Normally you would refuse shipment if the packaging looks way too beat up. If it was dropped off with no signature required, then you can argue that you weren't given a chance to refuse delivery.

Best bet is to phone Newegg and explain to the CSR that it showed up damaged, and if they can reimburse return shipping. If they do, great! If they don't, there's a lesson to be learned.

One other thing. If you RMA for a refund, you will be docked a 15% restocking fee. If you RMA for a repair/replacement, then they'll send you another one (or refund 100% if a replacement is not available).
 
Thanks, Zap. I guess that I'll be on the phone with Newegg Monday morning.

As far as UPS goes, yes, I should have refused shipping--or at least opened it up to take a look at it while the guy was still there. Crud I wish that he had shown up earlier in the day.

Definitely planning on just getting a replacement, but thanks for letting me know. Since they're NewEgg and not the Mfg., I'm assuming they send out new versions rather than something that's been remanufactured, though?
 
I've RMA'd two things back to Newegg so far, a power supply that started getting quirky, and a keyboard that started malfunctioning about 10 months after I bought it.

For me, it was after at least several months of use, so I don't think they would've paid for the shipping, but they did send out replacements very quickly, practically the same day they receive it. I've had good experiences with Newegg CSR, it's UPS that's wonky unfortunately. I'm sure you could explain your situation to them nicely and they will probably see what they can do to help you out.
 
Thought I would bump this for the resolution of the story. Long story short, Newegg's customer service is light years beyond anyone else I've dealt with. Use 'em!
 
I was almost knocked out about a month ago by their customer service. I bought an external enclosure that was a real hotbox. No way was I going to leave my 500g drive in there. I posted a 2 star review of the enclosure and got an email from them the following day asking me to return it. Told them it wasn't worth the shipping\restocking hit and thanked them for the contact. Got a reply back about 30 minutes later saying they were sorry the product sucked and that I could keep it and to expect a full refund. Sure enough.... three days later it was credited back to my card. Not sure if it was because I have spent thousands with them or if this is an everyday thing at New Egg but it was awesome and unexpected service.
 
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