krydman

STORE REVIEWS
PRODUCT REVIEWS

Merchant Member

2006-03-27

5/5

"As always, Newegg comes through! Ordered on 3/22 and paid extra for 2day shipping. Noticed that my items still had not shipped on the next day and contacted the online customer support. They were able to see my order and give me my tracking numbers, even apologized for not having them available for viewing due to server problems. Items received in the 2 day time period. Love using newegg.com!"

Detailed Ratings

Overall quality of the company

Pricing of products and services

Value the company offers

Is committed to quality products and services

Is trustworthy

Is consumer focused

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 ordering online

Ease of checking order status

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

Delivering products damage free

Delivering products on-time

Ease of checking delivery status

Overall technical support

Being easy to reach

Making decisions on their own

Resolving problems

Being trustworthy

Being knowledgeable

Overall customer service

Customer service resolving problems

Customer service making decisions on their own

Customer service being trustworthy

Customer service being knowledgeable

Customer service being easy to reach

Overall web site

Web site being easy to use

Speed of web site

Web site reliability

Averatec

2005-06-06

1/5

"I purchased the laptop from newegg and everything was fine for a couple of months. My dvd drive stopped working so I called Averatec to see if they could send another one to me. I was told that since it was under warranty that I had to send it to them to fix and they would send it back. The guy told me that it would be back in my hands within 10 days from the date they recieved it and to check the status on the website. I check the status on the website, but it never changes. I have called the tech support line numerous times and get a different answer each time. The website says it will take 4 days to fix, and 1 day to prepare for shipment, first customer service (cs) guy says it takes 10 days including weekends, 2nd cs guys said it takes 4-10 days, 3rd cs guy said 5-7 days. I even had one CS guy say that nothing was right on the website and that I shouldnt go by what it says. I call on the weekend and obviously this company outsources their hotline after hours. "Andrew" (as i'm sure his assigned American name is, and not his real name) can not tell me his last name, the phone number to the RMA department, his supervisor's last name or anyone I can talk to. After being hung up on three times, I call from my cell phone and finally get the supervisor (Francis). Francis 'assures' me that he will personally take care of the issue, but that it will have to wait a couple days because he is scheduled to be off work the following day. I called back today (the day after talking to Francis) and am told by American CS workers that there is no log of me calling the day before. Obviously Francis didn't tell the truth about taking care of it. This guy, Andrew, (does everyone there have the same name?) tells me that his supervisor isnt available and that he would leave him a message and the supervisor would call me back within 24-48 hours. Not acceptable! I got a hold of someone at the corporate office and he is checking on the status. This was a simple repair, replace the optical drive, something my 5 year could have done. My computer has been at the RMA facility with Averatec for 17 days and the corporate office said it hasnt even been repaired yet. I am now waiting for the corporate office to call back. At this point, I just want the money back so I can purchase a working laptop from a reputable company."