Great Customer Service: Newegg ROCKS.

19th December, 2007 - Posted by Chance -

Newegg is the place to shop for tech, period. Their prices can’t be beat, their shipping is quick, and their special savings bundles are awesome. I love Newegg, and if it has circuit boards or transistors I’m buying it from them. Nobody paid me to say this- I genuinely love the company.

This is why I chose to do my tech-related holiday shopping there. For a special someone I bought a digital camera that had an awesome bundle that included the camera, rechargeable batteries and charger, and 1GB SD card. This is where my trouble started…

After I placed the order I noticed that the sales confirmation that was sent to my inbox did not have the free bundled items- the battery/charger, SD card- and got on live chat with Newegg customer service. The customer service rep said the items were included on the order and that I placed the order correctly.

Today the package arrived sans the free bundled items. After a moment of mild irritation passed, I got back on live chat and spoke to another customer service rep by the name of “Martin”. He informed me that I did not properly add the bundle to my cart and instead added only the camera- in other words, it was “my bad”.

I told him that before the order shipped I spoke to customer service and they confirmed I did the order correctly and I would receive the free items.

I explained that this was a Christmas present and that I would happily pay the expedited shipping charges to get the items by Friday- after all, it was my bad for not adding the items correctly, but it was their bad for telling me I did add them and everything was good. I was more than happy to split the loss like the blame- you send me my free stuff, I’ll pay for the shipping.

He said hold on, let me speak to the boss, and I waited a minute or two.

He came back to the chat and told me that Newegg would make an exception and send the items next day air for free!

Newegg is not short on customers. While I would have raised hell until they sent me my free bundled items, they went above and beyond by first giving me no hassles about the free bundled items, and second, giving me free next day air shipping when I was willing to pay for it myself.

The fact is that not only did they made a customer happy- they made an evangelist of their company and customer service out of me for life.

Bravo Newegg.

4 Comments

Jestep

December 19th, 2007 at 1:33 pm    


Newegg is definitely the best tech website to shop from. There’s only a few other related websites that I shop from, mainly for server equipment and software, where newegg falls a bit short. Otherwise they are practically unbeatable on all levels.

Chance

December 19th, 2007 at 2:30 pm    


Yeah, I guess I should have qualified my praise- for server hardware, and particularly anything mission critical, I tend to buy from dell because we have a corporate account that deals out pretty good deals, their server hardware is top notch, and their service agreements (gold, platinum) are almost required for stuff that absolutely can not be down.

consumer goods, individual computer hardware pieces, networking gear, or anything else? Newegg without a doubt.

Matt

December 20th, 2007 at 3:38 am    


Always nice to find that go to company whether it’s for furniture or tech stuff in this case; since your msg was so genuine I’m going to check them out for future needs, thanks

Plumbing Course Andy

January 9th, 2008 at 2:25 am    


Well, I think if you want to make more sales you should give quality services to your customers. Glad to know that Newegg met your expectations or even more than what you expect. I’ll try to check out this sore soon.

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