EggXpert.com

dcasey103:

rhino4evr:

my new egg package came today. Say what you will about the 20% fiasco, Newegg sure knows how to get product out the door. Which in this case seemed to have hurt them more then helped them. People couldn't cancel in time. Oh well, my purchase was made at 8am PST. So I'm all good. Thank you NewEgg for your outstanding service, Im sure you will take care of the poor souls that were unaware the promotion had ended.

 

 

are you a d*** or just trying to sound like one?....got mine, good luck to the rest of you!...oh well....us "poor souls" didn't know the promotion had ended because the pages that linked you to Newegg still showed the deal as alive!!!...the page I linked from clearly stated that deal was still going until 11/28/2007........I've stated earlier for those following this thread that I'm not going to go crazy and compare Newegg with a Buy.com/Connect3d  or some other famous fiasco, but you know what?....Newegg was always held as the standard for great service, and rightfully so, but I won't lay down at that altar anymore....my deal was for a notebook mouse...thats it...no big ticket item, no $50 back or anything....but the csr rep had me so frustrated by telling me the deal was dead and that it had ended midday even though I directed him to the page that said exactly the opposite that I just threw in the towel....he offered to cancel my order & I accepted, it wasn't about the $10 or $12 bucks at this point...O.K. you win!!...Hey, I think we all know Newegg isn't going out of business...they offer a good product and have reliable service and about as fast a shipping channel as you'll find and they haven't lost me as a customer forever....but it left a bad taste and there were times when I chose Newegg over the competition even if it was a couple of bucks extra, just out of loyalty and because of the great service they offered....I just may go the other route now because obviously, even to them, its just about the money..........but hey......you got yours!!!!

Calm down, the only d*** here is you. Im sure NewEgg will figure something out. People without patience loose poignancy 

So let me get this straight, people who manged to get in on the deal on time and want to thank Newegg for good service and prompt delivery, while expressing sympathy and hopes for a fair resolution of this situation are now to be abused, personally attacked, and denigrated for doing so?

[Edit: As someone who has lost his cool over this issue, btw] That is so *NOT* what our community is about, rhino4evr. I apologize for you having to endure such abuse on these forums due to a hot-button issue, and I hope you'll stick around in the other threads to help contribute positively to this growing community in the future. 

Please do not mistake the actions of a few rightfully upset individuals for our entire community as a whole.

-CAGG 

Wasn't this several days ago?  I will respectfully make the request again that the mods ban CAGG from this discussion! 

CheapAsianGamerGuy:

Are you asking me to leave this discussion, Bigdaddy", because my opinions don't match yours and all the other "angry" users?

Okay then, if that's the case, I will do so.

Thanks for being so open minded.
 

EggAddict:

LOL, waiting 4 business days for a decision over what could be five figures worth of losses to the companies involved?  What would you do if you were them and it was your money, honestly? 

I'd get it fixed.  

I'm in retail and if we've got thousands or tens of thousands of paying customers angry over our mistakes we don't say "screw 'em", take the weekend off and sit with our feet on the coffee table.

Time is of the essence here. Customers have orders they need and they were left hanging not knowing where they stand, not knowing if the order should be refused, not knowing anything except that for four days they were promised answers which never arrived. What do you do for a living? When you make a MAJOR mistake that can and will cost your company thousands or tens of thousands of customers and millions of dollars in business down the road does your boss say "Ahhhhh, it's okay, have a beer and pick it up again on Monday. The customers don't matter"? I'm betting that NOBODY in this thread works for a company that feels and acts that way with the possible exception of the NewEgg personnel.

When you create a problem and your customers are left in a bind and they're angry and they're taking their business elsewhere and most importantly you've been promising them answers for 4 straight days you do whatever is necessary to solve the problem, even if it means giving up your precious Saturday. The fact that NewEgg just shut down, left the customers hanging and left the questions unresolved speaks volumes about their attitude about this. They're trying to sell us on the fact that they're so concerned that they've been holding meetings constantly all week, but they were not so concerned that it was worth any tiny shred of sacrifice on their part. And this from a company that prides itself on service? The only service they performed was helping themselves to more pretzels and hot wings. 

I spoke to a Newgg employee about this issue when Swaydude and I were invited down for lunch w/ some Newegg team members Friday. Here's the verbal response I got, as close as can be remembered.

"We are getting very close to making a formal announcement about this issue, but I personally do not want to post ANYthing until the terms have been decided and `set', because I don't want to make an announcement that is contradicted or over-ruled after the fact, thus providing more false information on top of an already aggravating and confusing situation."

Not that anyone in this thread still likes me or believes me, but I just wanted to pass on that little tidbit.

It's apparant that there are groups within Newegg that are still trying to "push" for different solutions, and that there is no deciding consensus yet.

But everyone is right to keep pushing for a IMMEDIATE solution, as the situation, if dragged out, will just frustrate customers even more.

I just wanted to post this for informational purposes, not to refute or argue any details.

-CAGG
 

I'd get it fixed. 

No argument there. 

I'm in retail and if we've got thousands or tens of thousands of paying customers angry over our mistakes we don't say "screw 'em", take the weekend off and sit with our feet on the coffee table.

You assume they took the weekend off.  What if discussions went into the weekend without resolution (Roddy, we need the webcam)

Time is of the essence here. Customers have orders they need and they were left hanging not knowing where they stand, not knowing if the order should be refused,

Refuse it if you aren't in the before 2:30PM 11/26 order group, advice that was posted here.  Otherwise wait and see, risking potential loss of discount, right?

When you make a MAJOR mistake that can and will cost your company thousands or tens of thousands of customers and millions of dollars in business down the road does your boss say "Ahhhhh, it's okay, have a beer and pick it up again on Monday. The customers don't matter"? I'm betting that NOBODY in this thread works for a company that feels and acts that way with the possible exception of the NewEgg personnel.

Speculation and inflammatory. 

And this from a company that prides itself on service? The only service they performed was helping themselves to more pretzels and hot wings.

Feel better?  I'm sure the folks at Newegg who are helping push this issue to the customer's favor won't appreciate your derogatory remarks.  Why are you surprised a large company would need to spend some time determining the best way to hand out a large sum of cash to people.  I'm sure the accountants where you work would not just hand money out without a fight.  If they did they ought to be fired.

Edited to simplify the point...

The problem with attempting to refuse a delivery is that UPS will simply place it on the doorstep.  I even left UPS a note stating I would like to refuse delivery and they ignored the note, didn't knock, and left the package on the front step. Cest la vie.

BTW CAGG, I understand your emotional responses in this matter.  Okay people, bash me if you wish, but we aren't all perfect auto bots and do sometimes let our emotions show in what we type.  

As explained earlier - unopened packages can still be formally refused! You can take the UPS packages [if unopened] to a local UPS store and formally "refuse delivery" stating "price charged was not what I was led to expect to pay" and they will return it to Newegg I believe.

Or you can hang on to the items and hope Newegg will honor the rebate.

I'm glad you can understand my position, as I am coming to understand all the angry and frustrated users' position(s). :D The goal of this forum is to help and inform, after all. I'm still trying to refocus...

-CAGG 

:: knock knock ::

It's been a week, NewEgg.

Hope your plan now also covers already-delivered merchandise.

I ordered my stuff at 12:30PM and I think 1:00PM PST. Both times the 20% off paypal logo appeared on my order. According to Paypal's terms for this deal, 20% off logo means you get your $50 or less depending on the total purchase. I'm not mad at Newegg for the paypal promotion. I am upset with paypal for trying to get back at google for the google checkout last year that was a huge success. The google checkout was well funded and lasted for weeks on every sponsored site.

 If paypal doesn't give me my $50 buy Jan 10th 2008, I will file a complaint with the attorney general of Washington State.

 I've been a Newegg customer since the beginning of 2003. Paypals promo snafu does not make me want to abandon newegg. However, price is king and there are two other online etailers I also use.

dcasey103: chill out woah... How dare someone say something positive!

Bigdaddy: Thank for your insightful comments to BAN someone from a thread because he is stating his opinion. [However much I appreciate the support, getting into a personal spat with  someone  on my behalf is still not cool and not what I'm trying  to do. Let's PLEASE keep it civil. -CAGG]

[Rant redacted in the interests of keepin it civil]

Some people here actually have legit complaints... [Can we all just be more civil and discuss this constructively?]

I know I read on that ad it said,"UP TO 20%".

PayPal does these promos with other retail sites as well.

I don't have anything else. I just wanted to jump in ...sorry

---

I fold for my Grandmothers, my cousin Mike, Uncles Bob and Carl, Aunt Barb, my wife's Grandmother, Aunts Linnea and Alma and Uncle Myrel who all died from Cancer and my dad who has survived

I'd like to add that I'm one of those lurkers who was watching this situation for awhile, like many, waiting to see how it all pans out.

I didn't purchase anything during this period but had planned to.  I saw the warnings on other forums that the deal had ended before I had a chance to make that purchase so to me it is largely a matter of customer confidence and whether Newegg continues to go the extra mile to make things right with customers, even though I have no gain in this being someone who didn't get a chance to participate in the promo before (I knew) it ended.

 I'm going to suggest what may not be a popular position to some.  I think Newegg should cover (or impress upon Paypal to share or take blame if their part in this was the cause) all purchases through the end of the 28th.  That is what was advertised, and once one sees this in a promo email, at all, we don't necessarily expect to have to see it again on the website for confirmation, just as we often get coupon codes we don't see in a banner on the 'site for various individual item discounts.

 I feel purchases through the 28th should be covered because most people don't regularly use Paypal for purchases, this was the obvious intent for many when they used paypal, to get in on an offer assumed to be valid.  I feel Newegg should have temporarily suspended Paypal checkout the moment the funds ran out and then to have displayed a page the customer had to click to accept that the Paypal promo was over.  Because this did not happen when the deal actually ended, customers were definitely left making the purchase with an expectation of this money back.

 I can understand Newegg's position in not wanting to eat the losses, and in taking a few days to decide what to do.  I feel some who posted about how the answer was coming very soon, had good intentions, but that they left some ambiguity about how soon, "soon" was.  People just get antzy and don't mean to discount the need to keep a continuous flow of orders coming in especially during the busy holiday season but to expect an answer in a day or two is a little overly optimistic, especially if they're waiting for a response from Paypal (who are known to be snails about responding to anything). 

IOW, I think Newegg would have responded must faster if they were the only party involved instead of Paypal's participation, but ultimately I am not trying to shift the blame to Paypal because Newegg had control of what was advertised in their emails and on the 'site, and ultimately I have to believe Newegg knew the promo could not run for fixed time period when it was fund-limited.  If Newegg truely did not know it was fund-limited, they should just state as much then we would turn to Paypal insisting a resolution.

 I think it is reasonable for Newegg to take a stance that customers should just refuse a package if they have the opportunity, but obviously this will not cover all customers and because of the timing of things, such a notification would have had to be direct phone call as email can't be assumed a timely notification. 

Thus if customers still want to return an (even opened) item then Newegg should pay for UPS to pick it up and ship it w/o restocking fee, IF they aren't willing to cover (in conjunction with Paypal if applicable) this 20% through the 28th, not just through some time on the 26th.  I think this would be fair to customers, but would not do much to maintain customer perception of Newegg having superior customer service which is a large part of why many people shop there as there are other places where pricing is competitive but elsewhere the difference is usually that perception of worse customer service than at the 'egg.

IMO, the last option would be that if a customer wishes to keep their purchase, they get a coupon (not just a code but verified based on a kept order between the 26th and 28th) for that (expected per the prior purchase) amount off of their next purchase of equal or greater value.

I also feel that in the future, any promos should be linked to very clear (and yet concise, NOT a whole page(s) of text) terms for that offer which are agreed to at checkout, an interruption in the checkout process until those terms are acknowledged, and of course that checkout page would necessarily have to be changed immediately to a notification of the deal expiring when it does.

 This fiasco won't make me stop shopping at the 'egg, but certainly place less confidence in promotional discounts which means I will end up doing more price-comparison shopping without consideration of the promos and ultimately that Newegg will lose a few orders from us for awhile, until customer confidence is restored, if/when it is.