Newegg Just Made Me Very Unhappy...but I'm getting better now

[PowerEngineer]

I've been a Newegg customer before, and have been impressed with their customer service. That's why I've been freqeunting their site, just waiting for them to get some more GA-8INXP motherboards back in stock.

Well, it seemed my vigil was finally rewarded the other day (Link). Along with the board, I order a P4 2.4, 1Gb of DDR, and some other parts to finish off my new machine.

I check on my order status today and find that they deleted the motherboard from my order and then shipped the rest of it! :frown:

A call to customer service confirms that that's exactly what they did. He unapologetically tells me to refuse delivery of the other parts if I don't want them.

This doesn't seem like good customer service to me. I'd have thought that Newegg might have actually contacted me to let me know that they had a problem filling my order and asked me what I wanted to have done with the other items. Silly me, I'd even have expected them to offer to hold my order in queue until the GA-8INXP boards did arrive. Instead, it's just ship what we got and charge him. I am NOT HAPPY!

If you have a different perspective on this, please share it with me. It'll help me pass the time as I wait for another GA-8INXP to materialize before my eyes...

 

[Furor]

they do that when they're out of stuck..it sucks, but there is really not much you or they can do..I don't think they have the people to contact everyone when something is out of stock, so it's just something you have to look for. at least they usually have no problem refunding you.

 

[bozo1]

From Newegg's FAQ:

What happens if something is backordered?
If an item is found to be out of stock after the order is placed, then item will be removed from the order and the remaining items shipped. We do not hold up the order because an item is backordered. You will not be charged for the backordered item or the shipping cost of the item. The item that was backordered will have to be re-ordered online when stock is available.

Newegg.com does not sell backordered items. All product's availability are Live data on our site based on our inventory data. However, errors can occur resulting in a backordered item. The count can be off or the last few items on the shelf could be damaged. It is never our intention to charge an order for items we cannot ship.

 

[Krk3561]

Order a GA-SINXP1394, cheaper, faster, in-stock, need I say more?

 

[Duvie]

Originally posted by: bozo1
From Newegg's FAQ:

What happens if something is backordered?
If an item is found to be out of stock after the order is placed, then item will be removed from the order and the remaining items shipped. We do not hold up the order because an item is backordered. You will not be charged for the backordered item or the shipping cost of the item. The item that was backordered will have to be re-ordered online when stock is available.

Newegg.com does not sell backordered items. All product's availability are Live data on our site based on our inventory data. However, errors can occur resulting in a backordered item. The count can be off or the last few items on the shelf could be damaged. It is never our intention to charge an order for items we cannot ship.

good info, but I have to agree sucky protocol.....Obviously he need the mobo to run the system otherwise he pays for a cpu to collect dust...They should fire and email since the product verification in stock is in the middle of their 5 point process. Say he waits to purchase the cpu later he could gain significant savings on it.


It is clear that is the policy but I don't like it either and I will remember that when I have important items that have to be fulfilled to work with other ordered items...

 

[PowerEngineer]

Originally posted by: Krk3561
Order a GA-SINXP1394, cheaper, faster, in-stock, need I say more?

Maybe it's just a mirage too!

That happens to be the other board I was looking at.... I wonder if the PC2700 memory I ordered is fast enough for this board?

Tempting... Very tempting....

 

[Duvie]

Originally posted by: Krk3561
Order a GA-SINXP1394, cheaper, faster, in-stock, need I say more?

If he is an overclocker it may not be faster since it seems to have stability issues at around 164fsb.....read anandtech's review...most of the sis chips seem to be very lame when it comes to ocing....

 

[Markfw]

They send emails at many stages, and tell you the status. You don't even have to login to their site, just check your email. If it was that critical, order somewhere else and overnight it. (mwave,googlegear, tcwo the only other ones anybody around here recommends that I have seen)

 

[ahsia]

Look, every company is bound to make a mistake once in a while. Nobody is perfect....

My friend ordered $500 worth of equipment last Tuesday, received it Thursday afternoon. Sounds like pretty good service to me....

 

[PowerEngineer]

Originally posted by: Duvie

Originally posted by: Krk3561
Order a GA-SINXP1394, cheaper, faster, in-stock, need I say more?

If he is an overclocker it may not be faster since it seems to have stability issues at around 164fsb.....read anandtech's review...most of the sis chips seem to be very lame when it comes to ocing....

Well, I'm not really planning for a big overclock (newbie on this). If these SIS boards don't go further than the GB boards, then the PC 2700 might be enough (in synchronous). Am I right?

 

[NFS4]

Originally posted by: ahsia
Look, every company is bound to make a mistake once in a while. Nobody is perfect....

My friend ordered $500 worth of equipment last Tuesday, received it Thursday afternoon. Sounds like pretty good service to me....

Wasn't really a mistake...it was in their policy.

 

[RayEarth]

Those ROTTEN EGGS! I can't believe they did that to you. I'll give them the seal of disgust for that :disgust:

 

[John]

Originally posted by: NFS4

Originally posted by: ahsia
Look, every company is bound to make a mistake once in a while. Nobody is perfect....

My friend ordered $500 worth of equipment last Tuesday, received it Thursday afternoon. Sounds like pretty good service to me....

Wasn't really a mistake...it was in their policy.

I agree that their policy covers the issue at hand, but a nice email sure would do wonders for their customer service. I'd also be irritated that if an item showed "in stock" when I placed the order, and then once I open the fedex box it's not there.

 

[Bovinicus]

Yeah, I don't like that policy, but it's not the worst thing in the world. If it hadn't been parts for a new system, then you might have liked the fact that they shipped your new monitor despite the fact that they didn't have the video card you ordered in stock. They don't have the time to analyze every order or call every customer to make sure that is the best way to do it. Also, you don't have to pay shipping on the item. So, if it is an item like a monitor or case, you could save a cool $30 just for waiting a few days.

 

[PowerEngineer]

Okay... I can now testify that venting can be good for one's soul.

Yes, you are right; I did not read all the material on the site, and they certainly did exactly what their FAQ says they do in these cases. Still, stating it as their policy does not make it good customer service (but it does mean I shouldn't complain too much either). IMHO a special e-mail (not just a "confirmation") seems warranted when they make the mistake of accepting an order for something they claim to have in stock but do not.

No matter....

Now what should I do about that those SIS655 options?????

 

[Duvie]

I believe the GB boards I have seen have gotten higher then any sis mobo to date...asus mobos can get near 200 or over and gigabyte I though I saw get in the 170's....So stock speeds the sis655 is great but they are not equal in terms of ocing ability so a top oc'd GB can likely hit better performance...

 

[PowerEngineer]

Originally posted by: Duvie
I believe the GB boards I have seen have gotten higher then any sis mobo to date...asus mobos can get near 200 or over and gigabyte I though I saw get in the 170's....So stock speeds the sis655 is great but they are not equal in terms of ocing ability so a top oc'd GB can likely hit better performance...

Thanks Duvie!

It sounds like it would be a pretty close between the two Gigabyte boards, and that my PC2700 probably wouldn't be a limiting factor on either (assuming I ran the SIS in DRR266)...

 

[Texun]

Originally posted by: NFS4

Originally posted by: ahsia
Look, every company is bound to make a mistake once in a while. Nobody is perfect....

My friend ordered $500 worth of equipment last Tuesday, received it Thursday afternoon. Sounds like pretty good service to me....

Wasn't really a mistake...it was in their policy.

I can't say how the rest of the people shop, but I usually compare prices with several well known companies and go from there. Newegg is not the end all-be all in my book, and just because this is their policy doesn't make it right. I recently ordered some cables from Directron and was shocked to get a phone call at work from some rep saying they were out of one of the cables that I ordered and wanted to know if I would like to order something else, ship it as is, or ditch the order. I wasn't near a computer at the time so I asked him to search for other options. He did, and I got what I needed and the order was shipped on time. Great service in my book. Any time a policy prevents the successful completion of an objective, then either the policy or the objective need to be reviewed. One should align with the other.

 

[Duvie]

Originally posted by: texun

Originally posted by: NFS4

Originally posted by: ahsia
Look, every company is bound to make a mistake once in a while. Nobody is perfect....

My friend ordered $500 worth of equipment last Tuesday, received it Thursday afternoon. Sounds like pretty good service to me....

Wasn't really a mistake...it was in their policy.

I can't say how the rest of the people shop, but I usually compare prices with several well known companies and go from there. Newegg is not the end all-be all in my book, and just because this is their policy doesn't make it right. I recently ordered some cables from Directron and was shocked to get a phone call at work from some rep saying they were out of one of the cables that I ordered and wanted to know if I would like to order something else, ship it as is, or ditch the order. I wasn't near a computer at the time so I asked him to search for other options. He did, and I got what I needed and the order was shipped on time. Great service in my book. Any time a policy prevents the successful completion of an objective, then either the policy or the objective need to be reviewed. One should align with the other.

I like the sound of that!!!! i may have to give them a chance once....

 

[Texun]

Originally posted by: Duvie

Originally posted by: texun

Originally posted by: NFS4

Originally posted by: ahsia
Look, every company is bound to make a mistake once in a while. Nobody is perfect....

My friend ordered $500 worth of equipment last Tuesday, received it Thursday afternoon. Sounds like pretty good service to me....

Wasn't really a mistake...it was in their policy.

I can't say how the rest of the people shop, but I usually compare prices with several well known companies and go from there. Newegg is not the end all-be all in my book, and just because this is their policy doesn't make it right. I recently ordered some cables from Directron and was shocked to get a phone call at work from some rep saying they were out of one of the cables that I ordered and wanted to know if I would like to order something else, ship it as is, or ditch the order. I wasn't near a computer at the time so I asked him to search for other options. He did, and I got what I needed and the order was shipped on time. Great service in my book. Any time a policy prevents the successful completion of an objective, then either the policy or the objective need to be reviewed. One should align with the other.

I like the sound of that!!!! i may have to give them a chance once....

I usually order cases, fans, cables and power supplies from Directron. I can't remember ordering anything else but I always look them over before ordering. Another good site is Axiontech. I once had a problem with an Axiontech order and they went to the shipping dock and made the changes on the spot, then called me back to confirm that my changes were successful! It was shipped without delay. Their service is top notch but their prices are usually a little higher. It's all about customer service. I don't ask for the moon, but if I place an order I expect it to be correct and shippped quickly. When that doesn't happen I want action, not excuses. And don't we all?

 

[Duvie]

That is right...I orderd from directron before!!! I ordered a good prices none name brand 350watt psu for my amd system and it did not work and they sent me a more expensive sparkle (about 10bucks more) to replace it and to cover my shipping cost back to them and the inconvience.

 

[GrumpyMan]

Fortunately I live near both Axiontech and Directron so if there's a problem I can fix it face to face. But overall they have been OK.

 

[Krk3561]

Didn't Axiontech burn down awhile ago?

 

[Texun]

Originally posted by: Krk3561
Didn't Axiontech burn down awhile ago?[/q

I recently bought some fans from them.

Looks like they're still up.

 

[SgtZulu]

another reason i don't build systems for n00bs....