Newegg cares about the customer...

[Raw]

Just thought I'd toot a horn for the egg.
Seems some people have minor issues with them, I certainly don't. They have always been a class act for me. I've used them for many years.

I bought a refurbished Asus AC1200 router 2 weeks ago from the egg.
It came with some items missing. The router and power supply came, but no Setup CD and no cable.
After 3 phone contacts and 3 emails, they resolved the issue for me. It took 2 weeks but they wanted time to contact Asus first to see if they could get the items from Asus to ship to me. I think they had a hard time with Asus and decided to give me a partial and substantial refund credit. Or they offered me a exchange. I took the dollar amount credit.
I had to deal with 3 egg reps but it finally got resolved in the end.
The 1st. rep told me as it was a refurbished product that the missing items weren't part of the package, probably. After I pointed out to him the egg site listed the items online as "what's in the box", he relented and moved forward to help me.
As I said, it took 3 contacts with 3 different reps, but they made good on it for me.
And to me, things like that are what makes a company great. And things like that get my loyalty.
After I saw they were willing to help me I spent more money with them, buying a Intel SSD and a Corsair Vengeance K70 mechanical keyboard. And I'm not done spending. I'm going to build another pc just for gaming and I intend to buy everything from the egg.

 

[Frag_Maniac]

Yeah it's common that businesses as big as this make mistakes. The difference is always in their willingness and eagerness to resolve them, and having an understanding attitude during the process. It goes along way toward easing the consumer's frustrations, and earning their trust.

I feel it's only fair that the customer understand that many times the manufacturer as you said can be the third wheel. Anyone that's contacted ASUS or other big name brands would already know that though.

 

[FordGT90Concept]

I bought a refurbished Asus AC1200 router 2 weeks ago from the egg.
It came with some items missing. The router and power supply came, but no Setup CD and no cable.

Uh, that is what "refurbished" means. When you buy refurbished, only expect the primary product (in this case, the router and maybe the power supply), nothing else.

 

[Batou1986]

Uh, that is what "refurbished" means. When you buy refurbished, only expect the primary product (in this case, the router and maybe the power supply), nothing else.

Your thinking of open box

 

[Mindweaver]

Uh, that is what "refurbished" means. When you buy refurbished, only expect the primary product (in this case, the router and maybe the power supply), nothing else.

Err no, Refurbished means - to repair and make improvements to (something, such as a building). Also, when they tell you what your going to get and you don't, then this is a problem. This is why Newegg made good on it.

 

[FordGT90Concept]

Your thinking of open box

Apparently so. Newegg says it should match manufacturer specifications and in this case, it did not.

Why did you not contact Asus before Newegg? I suspect it would have been resolved much faster if you did.

 

[Frag_Maniac]

Not only refurbed vs open box, but as he said, the description said it was to be included.

I find 99% of the time the people that are 2 weeks patient or more, and very understanding, are also diligent about reading product descriptions and knowing policy.

I bet Newegg wishes more customers were like that. It's very hard to work in CS and try to be friendly and understanding when a lot of people either try to take advantage or just get plain rude. And the latter are often clueless about descriptions or policies. Their first impulse is to grab the phone and just yell at somebody.

 

[Raw]

Not only refurbed vs open box, but as he said, the description said it was to be included.

I find 99% of the time the people that are 2 weeks patient or more, and very understanding, are also diligent about reading product descriptions and knowing policy.

I bet Newegg wishes more customers were like that. It's very hard to work in CS and try to be friendly and understanding when a lot of people either try to take advantage or just get plain rude. And the latter are often clueless about descriptions or policies. Their first impulse is to grab the phone and just yell at somebody.

I think you hit the nail right on the head. Being nice about things. I was extremely pleasant with CS, all the way. I just had to point out the facts, as in the product description of "what is in the box" and let it go from there. The 3rd. CS rep got it and took care of it.
CS must be a tough job listening to unhappy or pissed off people all day. I tried to be as nice as possible and it put $65.00 in my pocket. And it made her (the CS rep) feel good helping me.
So I ordered some parts for my new mini-itx build from the egg this morning. Just trying to be loyal customer and give them some support.

 

[Solaris17]

Honestly something happened like this to me years ago. I ordered a PSU off of the egg. (I buy ALOT off of newegg) well anyway like 3 months (MONTHS) later im browsing through my history to RMA something. WTF a PSU? I never got it. checked all my systems no PSU in sight. Bought it as a spare so nothing was really down so I didnt worry about it. I contact newegg and im like hey I know this is off the wall but I never received this PSU. They were like ok well this usually needs to be done 14 days after initial delivery. Do you still need the PSU? I said no and they credited the entire thing back to me. For a PSU I had ordered and never got MONTHS before. I've honestly never had an issue with them. and im usually easy on the first few reps anyway. We've all worked at grocery stores we all know they cant change the price of the fucking bananas no point in making it hard on them.

 

[FordGT90Concept]

Not only refurbed vs open box, but as he said, the description said it was to be included.

I find 99% of the time the people that are 2 weeks patient or more, and very understanding, are also diligent about reading product descriptions and knowing policy.

I bet Newegg wishes more customers were like that. It's very hard to work in CS and try to be friendly and understanding when a lot of people either try to take advantage or just get plain rude. And the latter are often clueless about descriptions or policies. Their first impulse is to grab the phone and just yell at somebody.

For the record, Newegg honored a rebate the manufacturer wouldn't because Newegg covered up the UPC with the UPS shipping label. That entire exchange took something like six months because the rebate had to be denied before Newegg could do anything. Newegg's customer service is good and I'm not disputing that. Amazon's is better though.

 

[Frag_Maniac]

^Isn't it UPS that puts their own labels on?

 

[FordGT90Concept]

I don't know but some one screwed up and effectively cheated me out of money by doing so. Newegg gave me a gift card for the value of the rebate. That's the first and only rebate I ever had denied and I saw it coming which is why I contacted Newegg before submitting it.

 

[Mindweaver]

Newegg would have pc's setup using UPS's Worldship software, and UPS would supply them with a label printer with their labels. A newegg employee would use UPS's Worldship software to generate the label and place it on the box. A UPS driver would come and pick it up.

 

[RealNeil]

Newegg has always treated me right. Their shipping is extremely fast to my house, (usually two days via UPS) and they get the orders right every time.
My only issue is when they use FedEx to ship my purchases. It always takes four or five days then.

 

[eidairaman1]

If you want fast and rush delivery do it early in the week as they dont ship on Saturdays

 

[Raw]

Apparently so. Newegg says it should match manufacturer specifications and in this case, it did not.

Why did you not contact Asus before Newegg? I suspect it would have been resolved much faster if you did.

Why would I contact Asus at that point in time?
I believe there is a 30 day window where you deal with the seller, not the manufacturer. being the seller was Newegg, that's who I called.
I figured let them deal with Asus, that would be the proper way. And it worked.
And apparently even the Egg people had a hard time getting in touch with the proper person at Asus, based on my last conversation with the lady at the Egg, that is probably why it was easier for all to just credit my account and get it done.

 

[FordGT90Concept]

Newegg violated Asus's policy by accepting a return:
http://www.service.asus.com/#!refurbished-warranty/c16us

ASUS warrants that the refurbished product, except for (free) bundled accessories, which were delivered together ASUS warrants that the refurbished product, except for (free) bundled accessories, which were delivered together with the Refurbished Product (if applicable), to be free from defects in workmanship and materials for a period of three (3) months from the date of purchase.

Asus probably told Newegg no every time and Newegg decided to just refund it. I assume you didn't have to return it to Newegg and the reason for that is because Asus didn't want it back so Newegg would be stuck with it.

I'm surprised Newegg didn't remove the "What's in the box" portion from the listing.

 

[Raw]

Interesting. And I am surprised too, that Newegg didn't remove the "What's in the box" portion from the listing and that is probably why this was taken care of.


ASUS RT-AC68U Wireless-AC1900 Dual Band Gigabit Router IEEE 802.11ac, IEEE 802.11a/b/g/n

What's in the Box
• RT-AC66U Dual-Band Wireless-N1750 Gigabit Router
• Router Stand
• RJ-45 Cable
• Support CD (User Manual and Utility Software)
• Power Adapter
• Quick Start Guide

 

[FordGT90Concept]

http://www.newegg.com/Product/Product.aspx?Item=N82E16833320180

 

[Frag_Maniac]

Mistakenly applying a label covering up info on the box that is needed is just a small percentage happening during busy times. It's not like someone intentionally "cheated" you. The gift card may not have been as desirable to some as a cash refund equivalent, but at least they acknowledged it, and any frequent Newegg shopper would see it as same as cash.

I also think ASUS' wording on refunds and bundling (what is considered bundle items, and what is not) could be construed as vague. Items included with MBs for instance are often considered a bundle, because they vary a lot, while items included with routers, modems, etc, are usually the same staple items.

I'm also not sure in this case Newegg was acting within ASUS' policy, vs offering the refund themselves. It just seems more often than not, complaints against Newegg are overblown.

 

[FordGT90Concept]

I'm sure Asus would point out that the support CD is completely unnecessary and the CAT5 cable isn't worth the price of shipping.

 

[Raw]

And your point here is?
It may be completely unnecessary to you. To me it was part of the complete package I bought and paid for with my hard earned money, you know, the kind I had to work for.. That is all that matters to me.

This sort of goes against what you said earlier, no?

You said...Why did you not contact Asus before Newegg? I suspect it would have been resolved much faster if you did.

 

[FordGT90Concept]

My point is that you were out a worthless disk and a cable probably not even worth $1-2 and on a refurbished unit where you should expect such things. If you paid for a product sold as new and it was missing those items, yes, Asus and Newegg would and should bend over backwards to fix it. That was not the case. Asus deliberately did not put those in there because it was a refurbished unit and you complained. Had you have contacted Asus, Asus likely would have told you this. Because you contacted Newegg instead of Asus, Newegg likely contacted Asus on your behalf. I already went over that.

Contacting Asus first would likely have been "resolved" faster either by way of telling you "no, you have what you are supposed to have" or "yes, we'll ship the missing parts to you." There would be no weeks of waiting because of dealing with a middle-man.

 

[eidairaman1]

Open Box, Refurb and OEM Items dont come with accessories, Creative labs told me to only ship the card back to them for RMA, low and behold they gave me a brand new one in the box with all accessories.

 

[FordGT90Concept]

That varies between manufactures. Virtually all returns stipulate that you only return the defective item and nothing else. What you get back may either be a brown-boxed replacement and nothing else or a retail boxed item with all of the trimmings.