EggXpert.com

wiggens7:

Hey guys, I wanted to let you know, I chatted with an online rep last night about 10 pm.  After going back and forth, he said that newegg was going to give me a $50 credit back to my credit card account (even though my total order was only $172).  Just wanted to let you know that maybe others can get this same thing as well from them.  He said it would appear in the next 3-5 business days.  I saved the conversation just in case, but I am taking him at his word.

reposting this again so you guys will take advantage of this.

Thats awesome Newegg took care of you

 

I was one of the unlucky ones that didn't make it back home in time to order

 

Life goes on  

same thing happened to me in September when they had a similar $20 off orders $100 or more with PayPal. I tried ordering and paying with PayPal numerous times but always ended up with an error. I posted this problem here on the forums and received a reply from a newegg employee. She said there were some internal errors between Newegg and PayPal (which I am assuming is almost the same problem right now) and that I could continue with the order and receive a $20 credit as long as I PM'ed her my order number. Well I did that but I didn't get a response from her for two and a half months. Just a few days ago, another newegg employee PM'ed me and told me the person was no longer on the eggxpert forums but went ahead and credited me $20 back into my checkcard and apologized for the confusion.

I do want to thank Newegg and the employee for clearing up the problem and even crediting back the promotion money in the end. Although it took a while, at least I received both a response and a solution. Promotions like these are great deals for people who have PayPal accounts. Most of the time, PayPal works for me but when they don't, they foul up pretty bad. I hope in the future, Newegg and PayPal communicate more clearly about the promotional deals and the restrictions applied to them. I was excitied when I saw the 20% cash back deal and had a few things I wanted to order lined up. Guess I'll have to wait for future developments.

Dear Fellow Newegg Customers:

I want to make several points clear. 

1) I am not a newegg employee.

2) I also got "burned" by this promotion. But not by Newegg, by Dell of all places.

3) Newegg did not "pull out" of this promotion, it ended when the # of uses/Promotional funds ran out. (Overstock had 17000 uses x $50 worth of funds, Newegg has not disclosed it's limit)

4) MUTIPLE retailers were affected by this promotional fiasco. (Dell, mentioned above and many others)

5) As of last night at 9pm there were only *4* retailers who still had promotional funds left, if one navigated to the PAYPAL promotional page.

6) THE FINE PRINT:

"Cash back offer valid until 11/28/2007 and while supplies last. Use of any promo code is limited to one (1) offer per order and product. Promo codes may not be applied to multiple products within the same order or to more than one (1) item of the same product.

To receive 20% cash back on your purchase amount (including shipping and taxes), use your PayPal account to make purchases on participating merchant websites by selecting PayPal as a payment option beginning November 26, 2007.  Offer is available for a limited time only, as long as the merchant’s website indicates that the 20% cash back promotion is offered, but no later than December 10, 2007. Multiple purchases are allowed.  Maximum total amount of cash back per PayPal account is $50 USD.  Certain exclusions apply. Only United States PayPal accounts in good standing are eligible. The cash back payment will be deposited into your PayPal account by January 31, 2008. See terms and conditions for complete details of offer."

So this was never a discount... it was a limited amount rebate...

7) NO RETAILER is obligated to provide discounts, and all retailers offer discounts and promotions on their own good graces. Promotions and discounts are subject to revocation at ANY TIME. If you're shopping based on pricing and discounts, ANYTHING YOU DON'T GET AT CHECK-OUT IS NOT 100% YOURS. That's why shopping based on rebates is a BAD IDEA.

8) The core issue here is that Paypal (and Newegg by extension) did a VERY bad job communicating the limitations and limits of this promotion. But Newegg is not alone in having customers victimized by Paypal on this. If you feel you should stop shopping with Newegg based on this "bad promotion", you should also stop shopping at Dell and all the other merchants that participated in this promotion and failed to notify customers when it had ended.

9) There are things that have to be fixed, and that Newegg is even TRYING to fix them by giving the occasional makeup credit and free gift is a testament to Newegg's COMMITTMENT to customer service.  If you feel that strongly that you were "duped" even after reading all this, log on to chat support and make a case for yourself politely and professionally. I'm confident Newegg WILL try to take care of you. If not, Go ahead and shop elsewhere. Like Dell, who won't give me the time of day. Or Fry's Outpost, who likes shipping incorrect/defective products and making me jump through hoops for an RMA. Or Buy.com, whose prices frankly suck item for item, and who dosen't even try to give me any help regarding item compatibility... and on and on, ad nauseaum.

10) That's 7 years of online shopping experience distilled into one post, take it or leave it. Bad things happen during busy holiday shopping seasons. You can just vent here or you can DO something to deal with it and MOVE ON.   

 

There was a domino effect of mass confusion with this thing.

Yes, CSR's could have been better informed, HOWEVER had the mailer/promo page clearly identified either "All Items" or "Select Items" as being eligible, then the lack of communication with CSRs for this particular issue would have been nullified.

The second thing wrong with the mailer/promo was that there were a handful of items that had promo codes like "PPALxxxxxxx" which confused the issue of eligibility all the more. Is it open to all items? All items on this page? Or just the items with "PPAL" promo codes? Where are the "PPAL" codes for the other items? etc...

The mailer was a mess. NewEgg is to blame for the very confusing mailer.

I don't know who pulled the plug on the offer (Egg or PP), but whoever did that just made the matter worse for customers. The proper party should face the blame for that as well, for underestimating the popularity of such a deal... which apparently was most of the companies that participated.

Still, they were well-intentioned with this offer. I hope this doesn't turn NewEgg off to such specials in the future. But they should REALLY LEARN from it.

  This one is a real ROTTEN  EGG  

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Very good post CAG! I agree with everything you said.

Personally, in the defense of Newegg and this forum I must say a few things.

 First off, this is only a 50$ potential credit to the customers that missed out on the paypal promotion. Now looking at this I understand that there are thousands of newegg customers and giving everyone a credit would be harmful to the company and the other customers like myself who did not purchase using this promotion.  By giving everyone harmed in this promotion 50$ we as customers would see a deteroration of service and pricing from newegg to compensate for these losses, and personally I dont want to see anything of the sort.

Now there are ways to resolve this problem, such as providing a MIR of a max of 50$ to customers for purchases not covered by the promotion, because the 50$ paypal would not be deposited till the end of Jan 2008 as mentioned by RoddyR yesterday in one of the many threads on this issue.  Then take the funds from these purchases and use them in a short term investment as a local institution (Cali has some real good ones) earn the 4.5% which would significantly reduce the loss.  (Thats the FA way of working this so sorry)

Personally, I think everyone should look to paypal just a little bit more, this was really their promotion, and they were the ones that under allocated funds.  NOT Newegg!  So the fallout should be redirected, just look at the promo letter paypal issued including many vendors in this promotion.  One of our members showed this in the chat and im sure someone can link to that promo for us.  (For those non believers)  Now I dont work for newegg nor do i isolate my business to just newegg, but they do provide second to none customer service, wonderful pricing and timely shipping thus I will not move my business to someone else based on this (granted i was not using this promotion) but I really dont think there is another online retailer that can match Newegg. 

I know this sucks for many of us, but look at it overall. Its just 50$ of a discount, odds are this promo got you to buy something you didnt need in the first place, or something you wanted but not needed.  If you needed it you would be happy that you already probably saved 50$ from buying it from Best B_Y. 

So please before you join today and complain on line look at the global situation for what happend, and make sure your facts are straight.  This was a paypal promotion before it was a newegg promotion.  Sorry newegg, i didnt want to steal your steam but I thought it was necessary to point this out in your defense.

Sincerely,

~TempestKing

CheapAsianGamerGuy:

Dear Fellow Newegg Customers:

I want to make several points clear. 

1) I am not a newegg employee.

2) I also got "burned" by this promotion. But not by Newegg, by Dell of all places.

3) Newegg did not "pull out" of this promotion, it ended when the # of uses/Promotional funds ran out. (Overstock had 17000 uses x $50 worth of funds, Newegg has not disclosed it's limit)

4) MUTIPLE retailers were affected by this promotional fiasco. (Dell, mentioned above and many others)

5) As of last night at 9pm there were only *4* retailers who still had promotional funds left, if one navigated to the PAYPAL promotional page.

6) THE FINE PRINT:

"Cash back offer valid until 11/28/2007 and while supplies last. Use of any promo code is limited to one (1) offer per order and product. Promo codes may not be applied to multiple products within the same order or to more than one (1) item of the same product.

To receive 20% cash back on your purchase amount (including shipping and taxes), use your PayPal account to make purchases on participating merchant websites by selecting PayPal as a payment option beginning November 26, 2007.  Offer is available for a limited time only, as long as the merchant’s website indicates that the 20% cash back promotion is offered, but no later than December 10, 2007. Multiple purchases are allowed.  Maximum total amount of cash back per PayPal account is $50 USD.  Certain exclusions apply. Only United States PayPal accounts in good standing are eligible. The cash back payment will be deposited into your PayPal account by January 31, 2008. See terms and conditions for complete details of offer."

So this was never a discount... it was a limited amount rebate...

7) NO RETAILER is obligated to provide discounts, and all retailers offer discounts and promotions on their own good graces. Promotions and discounts are subject to revocation at ANY TIME. If you're shopping based on pricing and discounts, ANYTHING YOU DON'T GET AT CHECK-OUT IS NOT 100% YOURS. That's why shopping based on rebates is a BAD IDEA.

8) The core issue here is that Paypal (and Newegg by extension) did a VERY bad job communicating the limitations and limits of this promotion. But Newegg is not alone in having customers victimized by Paypal on this. If you feel you should stop shopping with Newegg based on this "bad promotion", you should also stop shopping at Dell and all the other merchants that participated in this promotion and failed to notify customers when it had ended.

9) There are things that have to be fixed, and that Newegg is even TRYING to fix them by giving the occasional makeup credit and free gift is a testament to Newegg's COMMITTMENT to customer service.  If you feel that strongly that you were "duped" even after reading all this, log on to chat support and make a case for yourself politely and professionally. I'm confident Newegg WILL try to take care of you. If not, Go ahead and shop elsewhere. Like Dell, who won't give me the time of day. Or Fry's Outpost, who likes shipping incorrect/defective products and making me jump through hoops for an RMA. Or Buy.com, whose prices frankly suck item for item, and who dosen't even try to give me any help regarding item compatibility... and on and on, ad nauseaum.

10) That's 7 years of online shopping experience distilled into one post, take it or leave it. Bad things happen during busy holiday shopping seasons. You can just vent here or you can DO something to deal with it and MOVE ON.   

 

CAGG i cant believe you beat me to this! Ahhhh!

~TK

CheapAsianGamerGuy:

To receive 20% cash back on your purchase amount (including shipping and taxes), use your PayPal account to make purchases on participating merchant websites by selecting PayPal as a payment option beginning November 26, 2007.  Offer is available for a limited time only, as long as the merchant’s website indicates that the 20% cash back promotion is offered, but no later than December 10, 2007. Multiple purchases are allowed.  Maximum total amount of cash back per PayPal account is $50 USD.  Certain exclusions apply. Only United States PayPal accounts in good standing are eligible. The cash back payment will be deposited into your PayPal account by January 31, 2008. See terms and conditions for complete details of offer."

I ordered a new monitor on Sat. I contacted newegg to cancel and re-order the monitor to save $50.00. Below is the transcripts of both of my conversations yesterday.  Above it states " as long as the merchant’s website indicates that the 20% cash back promotion is offered" At the time I was trying to order it The promotion was still good on neweggs site. The bottom line here is that I got screwed. I spent the better part of yesterday trying to get this deal. I tried to re-order the monitor the moment that i finished my chat. It would not go through. I kept trying for hours until I finally heard it had ended.

 

All Newegg representatives are currently assisting other customers. Thank you for your patience. An agent will be with you shortly.
Thank you for contacting Newegg. My name is Steven. How may I assist you today?
John Sheffield: Hi, I bought a monitor on Saturday. I want to undo the american express payment and pay by paypal so I can save $61.80 using their 20% off
Steven: We are no longer able to make any changes to your order because it is too far along in the processing procedure. Your merchandise has been scanned and boxed by our warehouse and is now preparing for shipment.
Steven: At this point, and at your request, the only thing we can do is void the order. In the meanwhile you may go back to our website and place a new order.
John Sheffield: what happens if i void the order?
Steven: We will issue a full refund to the AMEX card.
John Sheffield: ok. thanks so much.
Steven: it will take about 3-5 business days to post to your card.
Steven: Did you want to void this order?
John Sheffield: yes
Steven: we have cancelled your order at your request.
John Sheffield: woo hoo thanks
Steven: You should receive a confirmation e-mail.
John Sheffield: thanks again ill place a new order now.
Steven: You're welcome.  Do you have any other questions, or is there anything else I can assist you with today?
John Sheffield: thats all
Steven: You're welcome. Thank you for contacting us. I hope you have an Eggcellent day!  

 

All Newegg representatives are currently assisting other customers. Thank you for your patience. An agent will be with you shortly.
Thank you for contacting Newegg. My name is CoCo. How may I assist you today?
John Sheffield: i feel like i got screwed today with this paypal promotion. I ordered a monitor on sat. I contacted you earlier and you (newegg) advised me to void my order and submit a new one to get the deal. so you voided it. and ive been trying ever since to get my order to go through
CoCo: It shows that you requested to void the order , so you can place a new order today using the Paypal promotion.
John Sheffield: the order wont go through. ive been trying for hours and now i read that the deal has been canceled?
CoCo: This Paypal Promotional of 20% Cash Back Savings Offer was available for a limited time only. The promotion has ended . It ended about an half an hour after the order was voided.
John Sheffield: the paypal term and conditions state that it lasts as long as the promotion is on the partners website.
John Sheffield: its still on your site.
CoCo: I do apologize that promotion has ended. It is no longer valid. Paypal provided us with a set dollar amount, and once that amount was reached, the promotion ended.  Under the Terms and Conditions it also states Offer was available for a limited time only. .

I don't know if that's a total "screwing" per se, as your original order was properly voided at your request. Cost spent: $0 once the money is refunded. But you were definitely subjected to the run-around in the chaos of it all, and I think you and all other customers in your situation should be given some sort of make-good offer.

NoWayOut:

I don't know if that's a total "screwing" per se, as your original order was properly voided at your request. Cost spent: $0 once the money is refunded.

But you were definitely subjected to the run-around in the chaos of it all, and I think you and all other customers in your situation should be given some sort of make-good offer.

As i said before probably from paypal, or a mix of the two vendors.

~TK

Ugh! Placed an order for two Wii games late last night thinking I was getting the 20% based on the old news. Unfortunately, I figured it out about 30 minutes later.

You can only cancel an order by calling them, and they weren't open until 8:00 (Pacific) this morning. I called the second they opened but was told I couldn't cancel the order because it's "coming from a new warehouse" (whatever that means). All I can do is refuse the shipment (which hopefully doesn't mean I have to be home at the instant they deliver it).

What really ticks me off though, is that Newegg STILL refuses to put a notice up on their website saying that the promotion has ended. The CS rep says they pulled off the ad for the promotion off their website, but that's a huge difference from letting people know it's NOT going on.

If you send out an e-mail telling people it's effective through 11/28, you can't cancel it early just by removing the ad from your site. You have to proactively tell them that sale has been cancelled early.

The CS Rep said she'd relay my concerns to upper management- which I assume will be just as (un)responsive as they were when the problems first came to light.

Bottom line is, there is no need to defend Newegg. They did send out the flyers stated a date and did not say that it was a certain amount they had from Paypal. If that was the case they could have calculated the amount with $50 and let us know something like the first 1000 Customer who order are eligible or something like that.

Clearly both companies made a huge mistake here while i think that is the normal for Paypal as more suprised i was seing Newegg being in this mess.

There has been no official statement yet and by the time the promotion was going or not going Newegg CSR's had no clue what was going on.

So i do blame Newegg and Paypal. I rather have they put out coupons for $$$ off in a promotion then this mess. Hopefully we wont see something like that in the future. I used to spent alot of money with Newegg until they opened a warehouse in TN. Even now i order every ones in a while but very old Newegg Customers know the Company did stand for excellent prices and superb customer support. I feel this has changed over the years and an incedent like this doesn't help either.

Shrugger, Yeah, that definitely falls under the "screwed" category. Buying something under the premise of a deal, and then not honoring it is a screwing.

Everyone that made an order using PayPal yesterday that wasn't eligible for the PP offer should be given a make-good offer, from someone.

"Offer valid for a limited time, but we won't tell you when it ends," is obviously completely ridiculous business and I expect them to remedy it somehow. Customer support has slipped in recent years, but I've got to believe they're going to do something or else face PR Hell from the Hardware media. So hang tight, folks.
 

Yes the promotion was for a limited time offer and yes it could be canceled at anytime.  Here's where I have an issue with that. At the time of my order at 2:40PST Newegg's website still showed this as a valid promotion.  When I went to check out, the gold paypal logo indicated that the 20% promotion was valid, and when I chose my funding source for paypal it listed the 20% promotion. 

 

Now according to Newegg this promo ended at 12:00 PST and any orders thereafter are not valid for this promotion.  Newegg had this promotion listed till appox. 3PM PST on the website.  This post http://www.eggxpert.com/forums/211605/ShowThread.aspx#211605 was made 19 hrs and 14 mins ago (it's 12:43EST) and is the 1st official acknowledgment from newegg that the offer was over.  As late as 6PM this offer was still shown on neweggs and paypal's website http://forums.slickdeals.net/showpost.php?p=8890249&postcount=265  If an order was placed by someone and who's order reflects the promotion as still being valid, how can newegg or paypal state that you didn't fall into some magical time slot? 

 Now I'm no laywer but I can only assume that when you transmit payment to a company you enter into some sort of contractual agreement.  Just as if you were buying a car.  Say for instance you go to a dealership that's offering 0% financing for 36 months for a limited time only.  You pick out a car, negotiate a price, and qualify for the 0% offer.  You sit down and sign a contract which stipulates that you are to receive 0% financing for 36 months.  A month rolls by you get your 1st statement and all of a sudden your rate is 7.9%.  You as a customer were under the assumption that you qualified for that promo rate

You contact your dealer and he says, sorry it wasn't out promo it was handled by a separate finance company.  The offer was limited and it was cut off 3 hours before you signed your contract.  You'll have to contact the finance company to get resolution.  The finance company says sorry not our fault the dealer should have informed you the promo was over.  Your contract states that you were to receive said offer, so ultimately one if not both companies are legally bound to uphold the offer.