engstromm

STORE REVIEWS
PRODUCT REVIEWS

Merchant Member

2005-08-01

4/5

"Unfortunately I feel compelled to post a negative rating for Newegg.com. I had always found them to be great to deal with, usally a great price and always quick shipping with email updates. Having bought a home in the last year I am finally at a point where I want to be able to store my digital entertainment in one location while having access to it from each room/tv in the house. I have tried the Media Center Extenders - both hardware & software for the Xbox - which mostly disappointed. I then found out about these networked DVD players. I was delighted to find one at Newegg and based on what I saw it would do everythind I needed/wanted. I purchased the item - A Govideo D2740 DVD player - and when it arrived I thought I was all set. Unfortunately this little jem was lacking the ability to play my movies from my MCE2005 PC - they were al stored as VOB files. Based on the information in the manual it would not play the VOB files but it would do DIVX, XVID and other MPEG-4 formats. I downloaded and tried many differnt "tools" and figured that perhaps this would work out for the best but to no avail. Granted I am not that experienced in coverting movies but I found that the effort was far too great as it took over 24 hours to convert one movie and then for whatever reason the server software that works with this product did not recognize it as a valid file. As such, I decided to return the device. I contacted Newegg and spoke with Raul. He set up my RMA and informed me that there was a restocking fee. I debated this since their site was lacking in information that would have disuaded me from this purchase. Raul finaly agreed and spoke with a supervisor to have the fee waived. Everything was kosher, I received my RMA emails and I packaged up the item and send it back. Much to my chagrin however, after they received my item and "checked it in" I received an email stating that my refund was short the amount of the restocking fee. I called and spoke with a young woman who argued that there was nothing I could do. When I asked to speak with Raul I was told that he was no longer with the company. Finally I asked to speak with her supervisor and after forty-five minutes on the phone with her she came back from having me on hold and sliced me up verbally and then said that they would provide a refund of the fee just this once. While I did get the refund of the fee, I am very disapointed in what I had to do to get it - especially after being told it was waived in the first place. Then the rude behavior by this supervisor - her name was Nicole - I have decided that Newegg will no longer be on my list of approved vendors. Sucks to be me I guess - but it sucks worse for them as I have spend a good bit of money at their site over the past couple years. This will probably not affect anyone's decision to purchase from them, but it was something I felt I needed to do. Additionally, let it just serve as a warning that when you purchase from Newegg that you be sure you research the item elsewhere first to be sure it fits your needs - otherwise they might try to pull the same stuff. UPDATE Since all of this had transpired, I received contact from Jason at Newegg and we were able to work out the issues I had with this particular purchase. Additionally, I received a letter of apology from Nicole as well. Jason really seemed to go out of his way to try and make things right with me. Eventually I will take Jason up on his offer to give them another try. I will let you know how it goes. Thanks Jason for helping to resolve this situation."

Detailed Ratings

Overall quality of the company

Pricing of products and services

Value the company offers

Is trustworthy

Is consumer focused

Is committed to quality products and services

Is easy to do business with

Likelihood of customers making future purchases

Likelihood of customer recommendations

Variety of brands and products offered

Overall quality of ordering process

Ease of checking order status

Ease of ordering online

Ability to determine if a product was in-stock real time

Overall product shipping and delivery process

Being updated on the exact date the delivery was sent

Ease of checking delivery status

Delivering products on-time

Delivering products damage free

Overall technical support

Overall customer service

Customer service being trustworthy

Customer service being knowledgeable

Customer service being easy to reach

Customer service resolving problems

Customer service making decisions on their own

Overall web site

Web site reliability

Web site being easy to use

Speed of web site

from Newegg.com (USA) has responded

Posted Aug-01-2005

Dear Engstromm,

Thank you for taking the time to post your informative review. We truly apologize for any inconvenience caused by this unfavorable experience. Rest assured that these issues have been resolved internally, and we will continue to strive to provide the best service possible. The service that you explained is not common, and will not be tolerated.

We have refunded the restocking fee, which will be applied to your account within a few business days. We hope that our resolution to this issue is satisfactory, and we hope to keep you as a valued customer. If you feel that you are not completely satisfied, please do not hesitate to contact us at 800-390-1119 ext 2050.

Thank you for your time and patience.

Newegg Customer Support

pcalchemy

2005-02-07

5/5

"This company was great. Excellent prices, products arrived on time and well packaged. Will definitely do business with them again."