Newegg comments and complaints
Okay, the short version? I ordered a set of 3 DIMMs (6GB of triple channel memory in 2GB sticks). One of them is faulty, and I've RMA'ed it with Newegg.
4/3/09: Ordered a bunch of computer parts.
4/8/09: Received said bunch.
4/12/09: Discovered one bad DIMM out of three.
4/13/09: Received RMA from Newegg
4/16/09: Sent faulty DIMM back, with a note indicating only one of three is bad, and I only need the one replaced.
4/23/09: Received notification that they've received the DIMM.
4/28/09: Sent a query asking for status.
4/29/09: Received a reply saying "it's in process, please wait a little longer."
4/29/09: Received another reply saying "we need the other two DIMMs."
4/29/09: Sent a reply back to their RMA division repeating my query re: can we replace just the one.
5/4/09: Received a response saying, basically, "No."
5/5/09: Got online during business hours to chat with a representative to get this straightened out, because what the hell, really.
3:06:57 PM System
J_____ has joined this session!
3:06:57 PM System
Connected with J_____
3:06:57 PM System
Hello my name is J_____. How may I help you today?
3:07:16 PM Customer S____
Hi J_____. I had a question about RMA 22760632
3:07:57 PM Customer S____
The item that needed the RMA was a set of memory, three DIMMs in all. One of them is faulty, and I'd like it replaced.
3:08:36 PM Agent J_____
Yes. in order for us to replace it we would need the entire set back.
3:08:58 PM Customer S____
Your RMA representative St____ indicates that I need to return all three. I'd like to avoid that - there's a good chance I'd get another faulty one, putting the machine out of production still further.
3:09:23 PM Customer S____
I've spoken with some colleagues who've worked with you before, and they've managed to get partial returns done.
3:09:51 PM Customer S____
Morevoer, it took St____ five days to respond to my query about the DIMMs. This is not at all typical of the response times I'm accustomed to seeing from Newegg.
3:10:22 PM Agent J_____
You can go to the manufacturer if you want just one replaced but Newegg requires all the items in the set.
3:11:40 PM Customer S____
That's quite surprising and disappointing, given the responses to queries about partial returns I've seen my colleagues make with Newegg. They've managed to get partial returns from Newegg in the recent past. Can we make an exception?
3:12:33 PM Agent J_____
Unfortunately no we do not do partial returns. I have never handled such a case. We would not do just a partial item.
3:14:01 PM Customer S____
That's disappointing. I will need to pursue a partial return with the manufacturer then. It's doubly disappointing because the response times, sometimes as long as five days between queries, has shortened the window in which I might actually acquire a return.
3:14:58 PM Customer S____
Typically that time span is 30 days, and that time is running out for me. This has inconvenienced me.
3:15:18 PM Agent J_____
I apologize for the inconvenience.Do you have any other questions, or is there anything else I can assist you with today?
3:16:13 PM Customer S____
You've done quite enough. Please send the defective part back to me and I will pursue the RMA with someone who might actually help me.
3:16:54 PM Agent J_____
Thank you for contacting Newegg. I hope you have an eggcellent day
You better believe I submitted feedback on this chat. My expectations for this chat were as follows:
Fair: Lie to me and say that he needs to check with a supervisor. Come back after a few minutes and tell me the same story again, and send me on my way.
Good: Bring said supervisor onto the chat. I don't even care if it's just his buddy in the next cubicle. Tell me the same story.
Better: Tell me he'll see what he can do, and that he'll get back to me by next business day. Send me an e-mail tomorrow reiterating the policy.
Best: Find a way to make the partial return happen.
The chat was irritating by itself, but the delays built into this whole process are infuriating! I'd be lucky to get an RMA from the manufacturer at this point, since they've dragged their feet so long in communicating with me. Maybe I wasn't diligent enough in hounding them every day for status on my RMA - squeaky wheel gets the grease, after all. But really, I didn't because I'd heard so many good things about Newegg's customer service. I sorta figured they'd want to help me out, you know?
A thousand atta-boys are undone by one foul-up, and this is Newegg's foul-up. They'd have to do something to impress me a great deal in order for me to recommend them to anyone going forward.
4/3/09: Ordered a bunch of computer parts.
4/8/09: Received said bunch.
4/12/09: Discovered one bad DIMM out of three.
4/13/09: Received RMA from Newegg
4/16/09: Sent faulty DIMM back, with a note indicating only one of three is bad, and I only need the one replaced.
4/23/09: Received notification that they've received the DIMM.
4/28/09: Sent a query asking for status.
4/29/09: Received a reply saying "it's in process, please wait a little longer."
4/29/09: Received another reply saying "we need the other two DIMMs."
4/29/09: Sent a reply back to their RMA division repeating my query re: can we replace just the one.
5/4/09: Received a response saying, basically, "No."
5/5/09: Got online during business hours to chat with a representative to get this straightened out, because what the hell, really.
3:06:57 PM System
J_____ has joined this session!
3:06:57 PM System
Connected with J_____
3:06:57 PM System
Hello my name is J_____. How may I help you today?
3:07:16 PM Customer S____
Hi J_____. I had a question about RMA 22760632
3:07:57 PM Customer S____
The item that needed the RMA was a set of memory, three DIMMs in all. One of them is faulty, and I'd like it replaced.
3:08:36 PM Agent J_____
Yes. in order for us to replace it we would need the entire set back.
3:08:58 PM Customer S____
Your RMA representative St____ indicates that I need to return all three. I'd like to avoid that - there's a good chance I'd get another faulty one, putting the machine out of production still further.
3:09:23 PM Customer S____
I've spoken with some colleagues who've worked with you before, and they've managed to get partial returns done.
3:09:51 PM Customer S____
Morevoer, it took St____ five days to respond to my query about the DIMMs. This is not at all typical of the response times I'm accustomed to seeing from Newegg.
3:10:22 PM Agent J_____
You can go to the manufacturer if you want just one replaced but Newegg requires all the items in the set.
3:11:40 PM Customer S____
That's quite surprising and disappointing, given the responses to queries about partial returns I've seen my colleagues make with Newegg. They've managed to get partial returns from Newegg in the recent past. Can we make an exception?
3:12:33 PM Agent J_____
Unfortunately no we do not do partial returns. I have never handled such a case. We would not do just a partial item.
3:14:01 PM Customer S____
That's disappointing. I will need to pursue a partial return with the manufacturer then. It's doubly disappointing because the response times, sometimes as long as five days between queries, has shortened the window in which I might actually acquire a return.
3:14:58 PM Customer S____
Typically that time span is 30 days, and that time is running out for me. This has inconvenienced me.
3:15:18 PM Agent J_____
I apologize for the inconvenience.Do you have any other questions, or is there anything else I can assist you with today?
3:16:13 PM Customer S____
You've done quite enough. Please send the defective part back to me and I will pursue the RMA with someone who might actually help me.
3:16:54 PM Agent J_____
Thank you for contacting Newegg. I hope you have an eggcellent day
You better believe I submitted feedback on this chat. My expectations for this chat were as follows:
Fair: Lie to me and say that he needs to check with a supervisor. Come back after a few minutes and tell me the same story again, and send me on my way.
Good: Bring said supervisor onto the chat. I don't even care if it's just his buddy in the next cubicle. Tell me the same story.
Better: Tell me he'll see what he can do, and that he'll get back to me by next business day. Send me an e-mail tomorrow reiterating the policy.
Best: Find a way to make the partial return happen.
The chat was irritating by itself, but the delays built into this whole process are infuriating! I'd be lucky to get an RMA from the manufacturer at this point, since they've dragged their feet so long in communicating with me. Maybe I wasn't diligent enough in hounding them every day for status on my RMA - squeaky wheel gets the grease, after all. But really, I didn't because I'd heard so many good things about Newegg's customer service. I sorta figured they'd want to help me out, you know?
A thousand atta-boys are undone by one foul-up, and this is Newegg's foul-up. They'd have to do something to impress me a great deal in order for me to recommend them to anyone going forward.