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newegg troubles


degoba
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I have gone through newegg for my last 5 technical purchases. This morning they shipped me a laptop that was DOA. I shipped it back to them.. ETA for the replacement is a week and a half. Saw the same model laptop in circuit city with twice the ram, and twice the hdd space. Called newegg to see if they can just credit my account instead of shipping a replacement.. Reply was no.. Now I am in a dispute with them over it.. I didnt read the fine print that says laptops are non-refundable, but then again i dont trust them to ship me a laptop that is guaranteed working, and i dont want to have to wait another week and a half if they ship me another DOA.

Needless to say in the future I will just eat the extra cost and buy from a local retailer.

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Big companies are often like this.

It's funny how whenever K-Mart has an "all stock clearence sale" or whatever they don't include pc/console games in the price drops... of course I always buy my games from EB(unless they don't have the game I'm looking for).

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degoba,

Sorry to hear you've had bad luck with newegg. I've used them a couple of times in the past with good results, but unfortunately, there are those occasions when policy and satisfaction collide. If you paid for the order with a credit card, call your credit card company, and file a chargeback with them. The chances are very good that they will return your money. Yes, newegg's policy states the no refund approach, but ultimately, it's up to the credit card company (if used) to decide if you as a consumer deserve the reimbursement. If you really want the money back, and you used a credit card, I'd pursue that avenue first. If you didn't use a credit card, then you're unfortunately at their mercy. If nothing else, just remember to spend your future consumer dollars elsewhere.

Since I happen to know where newegg actually gets their laptops from, I can shed a little light on the turn around time. Newegg is a 'drop ship' retailer, meaning they don't actually stock any product. They setup accounts with various distributors, or even manufacturers themselves, to have the product drop-shipped to you upon order. This is the main reason online stores can beat the crap out of a brick-and-mortar business; they don't have to have anything on hand. No investment in stock.

Anyway, I used to buy Acer laptops from the same distributor that Newegg uses, and that distributor gets them from Acer. So, you're dealing with 2 middlemen in this whole situation. So, you send your laptop back...it goes to Newegg for inspection...then if they find it defective, they send it back to the distributor...who also then inspects it, and if they find it defective, it goes back to Acer for a possible third inspection, and replacement. That's why it takes so long. Yes, you get the superior price of the online vendors, but you take the beating in service turn-around times due to this business model.

When using a local vendor, yes, you're again dealing with another middleman, but with an important difference; they usually stock the item on-hand, and will usually have technical support staff in place to quickly evaluate your problem, and give you a replacement right away if there's a defect found. You probably know all of this, but I thought I would just illustrate the differences for those that didn't.

Now, as an aside, if you had directly contacted Acer technical support, you may have actually gotten faster service regading repairs. I know for a fact that Acer does a lot of 'hot swap' replacements on defective units. This means that they will advance-ship you a replacment unit, if phone-based troubleshooting determines that there is a defect with the product. When you get the replacement unit from them, you simply ship back your defective one in the box the replacement arrived in. I've done this many times myself with them, but I don't know what their current policy is with newegg purchases.

Anyway, it sucks when this happens, and I hope you get this sorted out to your satisfaction soon! Hopefully all my blathering may have given you some assistance.

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Since I happen to know where newegg actually gets their laptops from, I can shed a little light on the turn around time. Newegg is a 'drop ship' retailer, meaning they don't actually stock any product.

I don't know where you get your info from....

http://www.anandtech.com/IT/showdoc.aspx?i=2694

Newegg currently stocks over 60,000 different products and ships up to 25,000 orders per day, 98% of them within 24 hours.
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I don't know where you get your info from....

http://www.anandtech.com/IT/showdoc.aspx?i=2694

I stand corrected on the fact that they actually do stock some product! Thanks for the heads-up on that one.

I still stand behind my statement regarding the Acer laptops though, simply because of my dealings with larger distributors than newegg, and the information I was provided with. While this situation may still not be occuring, due to newegg possibly being able to get a direct distribution deal with Acer, this was the situation when I last bought Acer units. My information is a few months old, so who knows?

edited to add:

I've e-mailed Anandtech regarding this article, to see if I can glean some information regarding just how long Newegg has actually had physical storage facilities for their business. Since they've only been in business since 2001, I would really like to know just how much of their business model results from their own stock, or if they do in fact still do quite a bit of drop-shipping. One of the distributors I use, who were the ones informing me of their drop-shipping for Newegg, has been in business since 1980, and has a very large presence in the United States and Latin America. Their stock and shipping statistics far outstrip those of Newegg's, believe me.

Please don't take this as me knocking Newegg, because I'm not. I've used them myself for personal purchases in the past, because they were selling at a better price than I could get via the same distributor myself! It really all amounts to buying power, and I'm certainly not even in the same league as Newegg. I'm merely trying to illustrate where my statement concerning e-tailers stems from, and how the majority in fact stock absolutely nothing. While Newegg does not 100% embody this statement, I most certainly believe that they do not, in fact, stock everything they sell.

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  • 14 years later...

I don’t use Newegg anymore. I bought a switch that apparently was priced wrong and they refund my money and I asked why they didn’t just honor their price and they replied that it was company policy to no honor posted prices if they were posted wrong by mistake. I thought it was a law that they had to sell you for the price posted even if it was wrong but apparently that doesn’t apply for online stores.....

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