- Report: #632557
Complaint Review: Newegg.com - Internet Internet
Reported By:
Jason J Carney -
Holyoke, Massachusetts, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Newegg.com
Internet, Internet, United States of America
Phone:
Web:
newegg.com
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Newegg.com Sent me a cheaper version of the product I ordered and refuses to send me the correct item. Internet
I ordered an onkyo tx sr608 from newegg.com. They sent me an onkyo tx sr607. This is an older model from what I ordered. The wierd part is that they sent me the box and remote and manual for the tx sr608.....but not the 608 avr unit. I did an online chat with a customaer service rep named Stella and then her supervisor Tina. They only could offer me $50 off if I repurchased the item for what is now $116 higher price point. All I ask is for them to honor the purchase contract we had and send me the item I ordered. As you can see from this dialogue they are refusing to do so. They also disconnected the chat at the end when I was not accepting their idea on how to "make it right". Here is a transcript of the chat
10:33:46 PM : Jason Carney: I was just looking over the manual...I also was sent the manual for the tx sr608...perhaps the last customer that ordered this and returned it to make it an open box item switched the product?
3 Updates & Rebuttals
Chris
Iowa,USA
You were being unreasonable
#2Consumer Comment
Fri, November 26, 2010
Newegg made a mistake on your order. They offered you a refund and $25 which would be more than acceptable to a reasonable person. You continue to throw a fit and be an unreasonable baby. They offer you $50. You still throw a fit. You were being totally unreasonable.
You ordered an open box item. The item turns out to be different than what you wanted. They do not have any more open box items to replace it with, so you were offered a refund. BUT NOOOO thats not good enough for the baby. You want a brand new item. You wanted something better than what you originally ordered without paying for it.
This never was bait and switch. You have NO idea what that is. Not a clue. Google the definition.
You kept crying "I just want what I ordered wahh". The rep told you several times, you ordered an open box item. They do not have another open box version of the item you ordered. You just couldn't understand that. You demanded a retail version while only paying open box price. UNREASONABLE. I bet if your used car breaks down, you go to the dealer and demand a brand new car.
You are lucky Newegg has excellent customer service. Any other company would have only offered you a refund at the most. Some places wouldn't have even done that as they have no way of knowing if you were the one who switched the item.
To Stella and Tina: You guys were awesome. You had a customer with very unreasonable demands and you handled it like true professionals. Personally I would have told him he could accept the refund or nothing at all and ended the chat session. But, then again I don't have to live up to Newegg's excellent customer service standards. Way to go you guys.
To Jason: You are a piece of work.
Jason J Carney
Holyoke,Massachusetts,
United States of America
$16 extra but the order was finally fixed.
#3Author of original report
Wed, August 18, 2010
I did deal with a customaer service agent on the phone today. She told me to order the retail version and that she would make sure I get a $100 reimbursement towards the price. Essentially this made a "new" or "retail " as newegg calls it replacement item cost an extra $16. That is a solution I can live with baecause I do realize that I am getting a brand new in box item compared to the open box. However Newegg likes to make open box items sound like they are used and refurbished. They are not. Open box is suppossed to be basically new having been returned from a previous purchase. It still has a warrenty and is guarenteed to be in perfect working order. Since newegg screwed up and sent the wrong item than I didn't feel that asking them to send me the actual correct item I had already paid for was too much to ask. I understand that someone else obviously ripped newegg off by returning the older version of the item but that is not my concern. I have spent over $1100.00 at newegg in the past couple months as well as $600 last year on computer parts and they know it because of my customer account. I would think they would have been able to make this $100 off offer at the begining and save this valuble cutomer some grief. I basically had to argue my way from a $25 discount...then to $50... and then to $100 finally. They should have owned up to the mistake right away and made the offer. Proflowers.com was a day late on a flower order I made for my wife that same say this newegg thing happened. I called them as well and the 2 offers I got from them were: 1. We will refund your shipping coast and send more flowers on the day of your choice for free. 2. We will refund all your money and you can keep the flowers that will arrive 1 day later than you had scheduled! That's how a business should be run. I will continue to order from proflowers.com in the future. Newegg may have finally made things just about right with me but it took 3 people, a 75 minute online chat, and a 10 minute phone call then next day before they finally made things right. I won't say that I am done with newegg because they did finally fix this....but I am leary now and would tell this story if someone asked about newegg.
Newegg Support
USATXSR608
#4UPDATE Employee
Wed, August 18, 2010
Dear Mr. Carney,
First and foremost, I would like to apologize for any inconvenience this may have caused. Please understand that we would never intentionally sent you another item other than what was ordered, this was an apparent error on our part. The item you ordered was an Open boxed version, of the TXSR608. Open boxed items, as listed on the site are "... items have been opened and touched and/or returned. Because they originate from different situations, they may or may not include accessories, documentation or retail packaging. Refurbishment is done by the manufacturer..." This being the case, these are sold at a discounted prices, because of the nature of open box items, we are limited to stock on hand. Unfortunately as the chat agent mentioned, another open box TXSR608 is currently out of stock . That being the case, a replacement of this item wasn't able to sent and as such the refund was initially offered.
The TXSR608 you reference in the chat as being in still in stock on the site, is a retail version, these are new , manufacturer boxed and sealed and as such are sold at retail price. I hope this clears up any confusion. Our records indicate that you've been contact with a customer service agent and has since assisted you with a replacement order. Should you have any further questions or concerns do not hesitate to contact me at [email protected] or call me at 1800-390-1119 ext 25062.
Thank you.
Newegg.com
