Well, I must say, they do live up to their great customer service reputation even after growing so big since their inception 5 years ago.
As some of you know, I had a problem with the an Epox 9NPA+ Sli motherboard I've ordered from them a month ago (Jan 18th), along with 90% of my components. I was having temperature problems with the board so I decided to RMA it for a refund and get the DFI. Well, I got an RMA number on Feb 4th and called them to see if I can get a refund on the shipping but I will eat the cost of the restocking fee since I feel I got a jacked up board any how. They said no. Ok, I wasn't surprised but still procrastinated shipping the motherboard until the 14th.
I originally was going to ship it FedEx ground, but if I did, it would've arrive at Newegg on Feb 20th (Monday) since they don't deliver on Saturday Feb 18th. I wasn't sure if 1 business day makes a difference or not but I called up Newegg again to make sure. I got a rep named Jason, told him about my shipping situation and asked him if it was ok to be late one business day and he said no. They are strict about the 30 day return requirement. With that, he asked how much it would cost to ship it 3 days. I told him it would cost around $29 (from Fedex.com), which is $20 more than Ground shipping. He then told me he will issue me a credit of $20 to cover the extra charge for 3 day shipping PLUS he will not charge me the restocking fee when I return the motherboard. I was floored by this! I was surprised that they would pay the extra $20 for the 3 day shipping versus the 4 day but I was definitely pleasantly surprised when he said he'll remove the restocking fee. This is great! The only bad thing was shipping actually costed me $38 for 3 day Fedex.
Well, fast forward today. They did receive the motherboard on the 17th and I finally got the credit back onto my card but not the credit to cover the shipping charges. I decided to do a live chat with a newegg rep and got Alize. I told her my situation. She asked me how much did Jason said he was going to credit me. I told her $20. Then I explained to her that shipping did acutally cost $38 and I still have the receipt to prove it. She said the most she can credit me is $25 then, which I then agree to. This whole process took me 3 minutes. It was very simple and pleasant.
All in all, I've been a Newegg customer for the past 4 years and they have proved they are to grow and able to maintain the same level of customer service quality as before.
As some of you know, I had a problem with the an Epox 9NPA+ Sli motherboard I've ordered from them a month ago (Jan 18th), along with 90% of my components. I was having temperature problems with the board so I decided to RMA it for a refund and get the DFI. Well, I got an RMA number on Feb 4th and called them to see if I can get a refund on the shipping but I will eat the cost of the restocking fee since I feel I got a jacked up board any how. They said no. Ok, I wasn't surprised but still procrastinated shipping the motherboard until the 14th.
I originally was going to ship it FedEx ground, but if I did, it would've arrive at Newegg on Feb 20th (Monday) since they don't deliver on Saturday Feb 18th. I wasn't sure if 1 business day makes a difference or not but I called up Newegg again to make sure. I got a rep named Jason, told him about my shipping situation and asked him if it was ok to be late one business day and he said no. They are strict about the 30 day return requirement. With that, he asked how much it would cost to ship it 3 days. I told him it would cost around $29 (from Fedex.com), which is $20 more than Ground shipping. He then told me he will issue me a credit of $20 to cover the extra charge for 3 day shipping PLUS he will not charge me the restocking fee when I return the motherboard. I was floored by this! I was surprised that they would pay the extra $20 for the 3 day shipping versus the 4 day but I was definitely pleasantly surprised when he said he'll remove the restocking fee. This is great! The only bad thing was shipping actually costed me $38 for 3 day Fedex.
Well, fast forward today. They did receive the motherboard on the 17th and I finally got the credit back onto my card but not the credit to cover the shipping charges. I decided to do a live chat with a newegg rep and got Alize. I told her my situation. She asked me how much did Jason said he was going to credit me. I told her $20. Then I explained to her that shipping did acutally cost $38 and I still have the receipt to prove it. She said the most she can credit me is $25 then, which I then agree to. This whole process took me 3 minutes. It was very simple and pleasant.
All in all, I've been a Newegg customer for the past 4 years and they have proved they are to grow and able to maintain the same level of customer service quality as before.
