Newegg Rocks!

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:

Pros:
--To be honest, I didn't even open the box. But for $40, it seemed like a great deal.
Cons:
--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.
Other Thoughts:
--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:

Newegg.gifPlease 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.

Comments:

I just purchased a new Gateway LCD monitor from Newegg, an HD2200. They shipped me a banged up monitor in a generic box. The labels on the box identified the monitor as REFURBISHED.

I passed up several better deals for refurbished monitors. As an electronics engineer I am very leery of the reliability of refurbished electronics especially displays.

Customer service has been very slow and unhelpful. The complaint code in the last email for Newegg was "refurbished" which implies to me that they do this regularly. I will never do business with Newegg.com again.

Posted by Osty on February 06, 2009 at 03:26 PM CST #

You all are lucky. I bought a Server 2003 o/s for a system that we were selling then the client decided he didn't want it, that he'd provide his own. I notified Newegg before receiving the package and they said no problem if I wanted to return it. I accepted the box, didn't even open it, got the RMA and sent it back. Once they got it, they decided to renig on the refund, claiming that the OEM box had been opened. The box they shipped had not been opened so either they sent me a used version or they opened it in their RMA dept so they wouldn't have to refund the money. IMO, newegg is a badegg. They got me on this but won't get me on anything else.

Posted by RobE on March 02, 2009 at 04:48 AM CST #

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David Dorf, Sr Director Technology Strategy for Oracle Retail, shares news and ideas about the retail industry with a focus on innovation and emerging technologies.


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