Aktunka
05-10-10, 03:52 PM
***EDIT***
I read my email just a few minutes ago and there is now a resolution. Unfortunately, it is not the resolution I was hoping for. As it turns out, it appears that the vendor that provides these for Newegg told them that the product was one thing when it really was a different product. Let me be clear that at no point in the email did it say exactly what they were told or what they actually were, but my assumption, based off of what Symantec told me, is that they were told it was the full product when in fact they were only Media Kits. So Joshua has created and approved RMAs for all of the units so that I can return them. Plus, a credit on my account. I guess I can't complain too much about that. Of course, now I need to go purchase the licenses somewhere else so it is a bit of a pain. What can you do, though? Could have been worse. Regardless, Skylar and Joshua from Newegg did a great job as expected, and Lyn from Symantec did as well. I am just glad to be done with this. I spent several hours on the phone this week with the different support staff so I was getting tired :). Thanks for reading!
***END EDIT***
Well, I have finally found something negative to say about Newegg. It all revolves around my purchase of several copies of Symantec Ghost Enterprise Solutions software. The problem is as follows...
I figured that like most consumer level software that there should be some sort of license code inside of the box. Imagine my surprise when I opened my first copy and there was no license code inside of the box. I followed the instructions for install and setup and when it got to the licensing it told me that there should be a serial number for the software available which will generate a license file on the Symantec licensing portal. Ok, I go to the licensing portal and then search for my serial number. Again, nothing inside or affixed to the packaging. This was perplexing, but it wouldn't be the first time I was missing something like this at purchase. I do an RMA with Newegg and they are sending me a new one.
Fast forward a few days and I place an order for 5 more of the Ghost Solution Suites software. When they arrive, I check them out for a serial number. None of them have a serial number inside. This tells me that if none of them have it then there must be some other way to get the serial number / license. I contact Symantec customer care and they are asking me for the serial number and I tell them I don't have one in the package. They ask more questions and they determine that based on the product code this is enterprise software, which it is. They inform me that for enterprise software that the reseller (if not purchased through Symantec) is supposed to email you either the serial number information or some resellers will send you a link to a place to go on their website to get the serial numbers for your software. You would then take this to the Symantec licensing portal, enter the serial numbers, and get your license files. This sounds reasonable, but here is where it gets a bit murky and my somewhat negative experience with Newegg begins...
I contact Newegg regarding what Symantec had just told me. I spoke with a gentleman who was friendly but he just was not understanding what I was telling him. I feel I am to blame because I was apparently unable to convey the issue correctly, so I don't hold any blame on him. Anyhow, he suggests that we could RMA all of the product and get new ones, but I already know this won't fix it. I get off the phone with him and try contacting them through chat and speak with someone who seems a bit more able to understand my problem. We talk about it for a while and she seems to understand and escalates the issue. I was under the impression that I was supposed to hear back from someone that day but never did.
I contacted Newegg again today and spoke with someone. After a few minutes they transferred me up to someone else. She was able to find information about the escalation of my chat case (I was mistaken when I was expecting a response Friday as it can take 3-5 business days) so no hard feelings there. I learn that this particular product is sold through the Newegg web site but actually ships from a third party vendor. I am thinking that this third party vendor is who I need to be dealing with on some level, but Newegg is trying to handle it right now. I am trying to remain positive, and I have faith that in the end everything will get squared away, but this has been a huge problem for me. I want to order several more copies of this software and I like Newegg and their pricing. It just wouldn't be worth the hassle though.
Now, the portion of this that is a negative for Newegg is NOT the shipping or the RMA process or the Customer Service. Those have all been typical Newegg goodness. The negative feeling for Newegg right now is that they are selling a product that everyone at their location seems to not understand how it needs to be licensed. There should be something in place where the third party vendor transfers the serial numbers to Newegg to ship out or the third party vendor contacts the customer with the information. As it stands now, not only can I not get the information from Newegg, nobody there seems to grasp the concept of how this licensing happens. Almost every conversation has ended or had the Newegg person telling me that they do not open up the packages and record the serial numbers off of software. The lack of grasping of the concept is what is bothersome to me.
Oh well, I am giving them the 3-5 business days and hoping to see my serial numbers. Also crossing my fingers that if we can get this straightened out then we won't have this issue happening with my future orders.
I read my email just a few minutes ago and there is now a resolution. Unfortunately, it is not the resolution I was hoping for. As it turns out, it appears that the vendor that provides these for Newegg told them that the product was one thing when it really was a different product. Let me be clear that at no point in the email did it say exactly what they were told or what they actually were, but my assumption, based off of what Symantec told me, is that they were told it was the full product when in fact they were only Media Kits. So Joshua has created and approved RMAs for all of the units so that I can return them. Plus, a credit on my account. I guess I can't complain too much about that. Of course, now I need to go purchase the licenses somewhere else so it is a bit of a pain. What can you do, though? Could have been worse. Regardless, Skylar and Joshua from Newegg did a great job as expected, and Lyn from Symantec did as well. I am just glad to be done with this. I spent several hours on the phone this week with the different support staff so I was getting tired :). Thanks for reading!
***END EDIT***
Well, I have finally found something negative to say about Newegg. It all revolves around my purchase of several copies of Symantec Ghost Enterprise Solutions software. The problem is as follows...
I figured that like most consumer level software that there should be some sort of license code inside of the box. Imagine my surprise when I opened my first copy and there was no license code inside of the box. I followed the instructions for install and setup and when it got to the licensing it told me that there should be a serial number for the software available which will generate a license file on the Symantec licensing portal. Ok, I go to the licensing portal and then search for my serial number. Again, nothing inside or affixed to the packaging. This was perplexing, but it wouldn't be the first time I was missing something like this at purchase. I do an RMA with Newegg and they are sending me a new one.
Fast forward a few days and I place an order for 5 more of the Ghost Solution Suites software. When they arrive, I check them out for a serial number. None of them have a serial number inside. This tells me that if none of them have it then there must be some other way to get the serial number / license. I contact Symantec customer care and they are asking me for the serial number and I tell them I don't have one in the package. They ask more questions and they determine that based on the product code this is enterprise software, which it is. They inform me that for enterprise software that the reseller (if not purchased through Symantec) is supposed to email you either the serial number information or some resellers will send you a link to a place to go on their website to get the serial numbers for your software. You would then take this to the Symantec licensing portal, enter the serial numbers, and get your license files. This sounds reasonable, but here is where it gets a bit murky and my somewhat negative experience with Newegg begins...
I contact Newegg regarding what Symantec had just told me. I spoke with a gentleman who was friendly but he just was not understanding what I was telling him. I feel I am to blame because I was apparently unable to convey the issue correctly, so I don't hold any blame on him. Anyhow, he suggests that we could RMA all of the product and get new ones, but I already know this won't fix it. I get off the phone with him and try contacting them through chat and speak with someone who seems a bit more able to understand my problem. We talk about it for a while and she seems to understand and escalates the issue. I was under the impression that I was supposed to hear back from someone that day but never did.
I contacted Newegg again today and spoke with someone. After a few minutes they transferred me up to someone else. She was able to find information about the escalation of my chat case (I was mistaken when I was expecting a response Friday as it can take 3-5 business days) so no hard feelings there. I learn that this particular product is sold through the Newegg web site but actually ships from a third party vendor. I am thinking that this third party vendor is who I need to be dealing with on some level, but Newegg is trying to handle it right now. I am trying to remain positive, and I have faith that in the end everything will get squared away, but this has been a huge problem for me. I want to order several more copies of this software and I like Newegg and their pricing. It just wouldn't be worth the hassle though.
Now, the portion of this that is a negative for Newegg is NOT the shipping or the RMA process or the Customer Service. Those have all been typical Newegg goodness. The negative feeling for Newegg right now is that they are selling a product that everyone at their location seems to not understand how it needs to be licensed. There should be something in place where the third party vendor transfers the serial numbers to Newegg to ship out or the third party vendor contacts the customer with the information. As it stands now, not only can I not get the information from Newegg, nobody there seems to grasp the concept of how this licensing happens. Almost every conversation has ended or had the Newegg person telling me that they do not open up the packages and record the serial numbers off of software. The lack of grasping of the concept is what is bothersome to me.
Oh well, I am giving them the 3-5 business days and hoping to see my serial numbers. Also crossing my fingers that if we can get this straightened out then we won't have this issue happening with my future orders.