By David Dorf on Jan 23, 2009
I recently bought a very inexpensive router from Newegg, but once it arrived I found that Google reported the manufacture's website was ripe with malware. Google recommended I not visit the site, which makes support a bit tricky. So without even opening the box, I decided to return it.
The return process at Newegg was very easy. I requested a RMA# and was offered a discounted UPS return shipping label for $9. I did that, then found there was a 15% restocking fee. So for a $40 router, I was out $15.
As I almost always do with my purchases at Newegg, I left comments about my purchase. Here's what I said:
--To be honest, I didn't even open the box. But for $40, it seemed like a great deal.
--Google reports that their website (www.zonetusa.com) is riddled with malware and recommends not visiting. So without access to support (forums, firmware updates, etc), its not the router for me. Returned it unopened. I'll stick with name-brand.
--Newegg charged me $6 restocking plus $9 shipping. I'm giving it 3 eggs to be fair.
The next day I received the following email from Newegg:
Please know that we can only offer a pre-paid UPS return shipping label if the item is defective. Please note that all RMA requests placed online are subject to 15% restocking fee, which is charged automatically by the system. However, if your item is unopened, please let us know so we may waive the restocking fee out of your RMA.
I'm impressed that Newegg took the time to read the review and act upon it to make me happy. By going the extra mile, they kept me a loyal customer. And I'm not the only one -- their reviews are loaded with kudos from other happy customers, too many to have been faked as Belkin does. Taking care of customers has to be job #1.