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Newegg problem

OrganichuOrganichu poopspeesRegistered User, Moderator mod
edited September 2008 in Help / Advice Forum
Hey guys. I placed an order with Newegg for a harddrive. The tracking # shows it was delivered Friday. I live in a rowhouse with no closed porch... no one was home, but it says 'delivered to front door'. Sounds like the driver just tossed it on my front step and drove away and it was stolen. I waited until today and sent this email:

Hello. My name is xxxx. I recently placed an order for an EOM hard drive, order # xxxx. Upon coming home Friday (the 12th of September) I checked the tracking number of my order through Newegg. The applet claimed that my package was delivered to my 'front door' on Friday. This is erroneous. I did not receive my package. I live in an urban area and either my package was delivered incorrectly or it was left out, subject to theft. I did not receive a slip of notice, and no one was home. I demand that my package be reshipped and that a special notation be made to my account. Either expedite my shipping or require a signature for delivery. I am pleased to give Newegg my business but I will not tolerate this type of activity. I expect the entire product for which I paid as soon as possible. Yours, xxxx

Is this okay?

If they respond in the negative, what recourse do I have? This is clearly unacceptable to me as I paid for an item and didn't receive it. What can I expect?

Organichu on

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    bowenbowen How you doin'? Registered User regular
    edited September 2008
    They'll tell you it's not their problem. Once it gets into the hands of the shipper they are not accountable. However, items like this should've been a signature request only, and Newegg does this pretty much all the time by UPS. Did you use FedEx or UPS?

    bowen on
    not a doctor, not a lawyer, examples I use may not be fully researched so don't take out of context plz, don't @ me
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    OrganichuOrganichu poops peesRegistered User, Moderator mod
    edited September 2008
    I used the default 3 day ground- UPS.

    Organichu on
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    bowenbowen How you doin'? Registered User regular
    edited September 2008
    UPS is probably accountable. You might want to give them a buzz and tell them it was never received and that this was a costly tech item that pretty much always requires a signature for delivery. Don't let them tell you no, they will try.

    bowen on
    not a doctor, not a lawyer, examples I use may not be fully researched so don't take out of context plz, don't @ me
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    RNEMESiS42RNEMESiS42 Registered User regular
    edited September 2008
    This doesn't help you, but in the past seven years I've been using Newegg, I've never had to sign for a package. Even when I bought my $200 LCD monitor last year, they just left it on the porch. It wasn't a nondescript box, either. It was the actual monitor box (pictures of it and all) with a shipping label slapped on it.

    RNEMESiS42 on
    my apartment looks upside down from there
    water spirals the wrong way out the sink
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    BitTWistBitTWist Kitsap CountyRegistered User regular
    edited September 2008
    Thats nothing. I purchased a whole new system, $1500 from NewEgg.com. The whole order, in 3 boxes, was sitting on my front porch when I got home from work. The case box cleary showing what it was.

    BitTWist on
    3DS:2552-1222-3225 / PSN:BitTwist
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    OrganichuOrganichu poops peesRegistered User, Moderator mod
    edited September 2008
    Wait, are you guys saying I might actually have no path of resolution here?

    I don't want to contact UPS until I get my response from Newegg but uh... dang. I could be out for a 1tb HDD? It's my fault for not reading the shipping policy but it makes no sense to me that they can just drop it on my step and call it a day.

    Organichu on
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    DmanDman Registered User regular
    edited September 2008
    It depends on how it was shipped. If it was suppose to require a sig and they dumped it with no sig then UPS is accountable.
    People are never home, so UPS does sometimes just drop something off. When I ordered my computer from them they tried to deliver when I wasn't home, but since I live in an apartment building I guess they decided not to leave it on the porch so I went to their warehouse where I had to sign for it.

    Edit: My computer was from NCIX (newegg still doesn't ship to canada) but it was shipped by UPS

    Dman on
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    JustinSane07JustinSane07 Really, stupid? Brockton__BANNED USERS regular
    edited September 2008
    STOP DUCKING ME, ORGANICHU!

    Yeah, I think bitching at UPS for leaving it on the front of an apartment building (that's what it is, right?) is pretty acceptable. They should owe you the cash for it for an irresponsible delivery.

    JustinSane07 on
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    JustinSane07JustinSane07 Really, stupid? Brockton__BANNED USERS regular
    edited September 2008
    Unacceptable.

    JustinSane07 on
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    HlubockyHlubocky Registered User regular
    edited September 2008
    You can definitely express your disappointment and plan for resolution without using the words, "I demand."

    Hlubocky on
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    eternalbleternalbl Registered User regular
    edited September 2008
    If I recieved that e-mail it would be quickly lost in the shuffle after I made a jerking off motion and showed a couple co-workers. I might even do that thing where I shake my fist beside my open mouth, and poke my opposite side cheek with my tongue.

    Newegg probably is gonna blame UPS so there's no point talking to them. Being a canuck I've never ordered from Newegg, but do they automatically insure shipments or is that an option? If its an option, but you didn't choose it, you're likely SOL.

    eternalbl on
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    OrganichuOrganichu poops peesRegistered User, Moderator mod
    edited September 2008
    Hey I'm ESL it's not my fault I never learned the difference between a soft and harsh tone. :( I didn't realize demand had such a draconian meaning in that context, thanks.

    (Sane I'm not ducking you I just got CoD4... saw you sign on to Live but I'm pretty 'into' the new game smell)

    Thanks guys. I'll just wait for Newegg to tell me they can't help me so I can try to plead my case to UPS.

    Organichu on
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    VisionOfClarityVisionOfClarity Registered User regular
    edited September 2008
    eternalbl wrote: »
    If I recieved that e-mail it would be quickly lost in the shuffle after I made a jerking off motion and showed a couple co-workers. I might even do that thing where I shake my fist beside my open mouth, and poke my opposite side cheek with my tongue.

    Ditto. If you start off like a douche you get treated like one. And then the email gets sent to everyone else and we all have a good laugh over it. You're issue will get the bare minimum of required service so that we're not giving you bad service, but you sure as shit wouldn't get anything beyond that.

    VisionOfClarity on
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    OrganichuOrganichu poops peesRegistered User, Moderator mod
    edited September 2008
    I dunno, again I'm a FOB but that doesn't seem too objectionable to me. I've done CS and I wouldn't be too flabbergasted by something like that. I'd understand the guy was pissed. It's nothing personal. I should make an effort to remember that it's a human on the other end of the tube, but I don't think I'm being an asshole by demanding I receive a product for which I made full payment. Not the CS guy's fault, of course, but still. Kind of angry here.

    Organichu on
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    eternalbleternalbl Registered User regular
    edited September 2008
    Sorry, didn't realize you were ESL. If it makes up for it in any way, I couldn't tell by your posts.

    I guess the flag should've tipped me off.

    Anyways, the problem with phrasing like 'I demand' is that you're basically ordering the person to do something about their problem, but considering you have a tracking number that shows the item was sent, you can either make it 'our' problem - being you and newegg's - or 'your' problem. If you're courteous and only concerned about resolution - the HDD getting into your hands - having newegg on your side can't hurt, but having shipped your HDD they're of no obligation to help you.

    When dealing with UPS remember 2 things: Always be courteous to the person on the other end of whatever. They're going to be the ones deciding how helpful they are to you. And you can never know too much about whats going on. If you don't understand something they're telling you, ask them about it. This way, when you deal with other reps should the need arise, you're better equipped to tell if they're not doing their job properly, and you're also more helpful to them if you understand what they need and why.

    eternalbl on
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    OrganichuOrganichu poops peesRegistered User, Moderator mod
    edited September 2008
    Ok, thanks. I didn't mean to be a jerk to anyone in the CS profession. My problem doesn't authorize me to impugn them. I'm just kind of fuming right now.

    I'll keep your advice in mind. Thank you.

    Organichu on
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    VisionOfClarityVisionOfClarity Registered User regular
    edited September 2008
    Organichu wrote: »
    I dunno, again I'm a FOB but that doesn't seem too objectionable to me. I've done CS and I wouldn't be too flabbergasted by something like that. I'd understand the guy was pissed. It's nothing personal. I should make an effort to remember that it's a human on the other end of the tube, but I don't think I'm being an asshole by demanding I receive a product for which I made full payment. Not the CS guy's fault, of course, but still. Kind of angry here.

    You're email makes you sound like a dick. What you should have done was call them and ask them if they can trace the package as you fear it has been lost or stolen. Without being a jerk and starting the conversation with "I demand such and such and this is intolerable." When a CSR sees/hears that we just laugh and stop taking you seriously. Instead of being the nice guy in a crappy spot we really want to help, you're the jerk we don't care about and will only do what we have to to help you.

    VisionOfClarity on
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    bowenbowen How you doin'? Registered User regular
    edited September 2008
    Organichu wrote: »
    I dunno, again I'm a FOB but that doesn't seem too objectionable to me. I've done CS and I wouldn't be too flabbergasted by something like that. I'd understand the guy was pissed. It's nothing personal. I should make an effort to remember that it's a human on the other end of the tube, but I don't think I'm being an asshole by demanding I receive a product for which I made full payment. Not the CS guy's fault, of course, but still. Kind of angry here.

    You're email makes you sound like a dick. What you should have done was call them and ask them if they can trace the package as you fear it has been lost or stolen. Without being a jerk and starting the conversation with "I demand such and such and this is intolerable." When a CSR sees/hears that we just laugh and stop taking you seriously. Instead of being the nice guy in a crappy spot we really want to help, you're the jerk we don't care about and will only do what we have to to help you.

    It does, but you should be used to that as a CSR. You can't go giving everyone shitty service all day because a good mountain of people act like this, and worse.

    But no, there's no option to insure the packages from Newegg. This is also largely anecdotal, but everything I order that's over $50 required a signature from UPS. If no one's home, they leave you a note that they will try again tomorrow or that I can pick it up at their hub.

    That said. Chargebacks are always an option and, quite often, get the vendor to deal with the shipping.

    bowen on
    not a doctor, not a lawyer, examples I use may not be fully researched so don't take out of context plz, don't @ me
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    Jimmy KingJimmy King Registered User regular
    edited September 2008
    Honestly, there's a chance they'll just send you a new one anyway. I have had companies (Amazon both times, so no guarantees about newegg here) just re-send me the same product at no charge to me if the first one got lost somewhere. Frequently, they'd probably rather lose that $50 or whatever from you right now than lose the thousands of dollars you might spend on their products over the coming years.

    Jimmy King on
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    VisionOfClarityVisionOfClarity Registered User regular
    edited September 2008
    bowen wrote: »
    Organichu wrote: »
    I dunno, again I'm a FOB but that doesn't seem too objectionable to me. I've done CS and I wouldn't be too flabbergasted by something like that. I'd understand the guy was pissed. It's nothing personal. I should make an effort to remember that it's a human on the other end of the tube, but I don't think I'm being an asshole by demanding I receive a product for which I made full payment. Not the CS guy's fault, of course, but still. Kind of angry here.

    You're email makes you sound like a dick. What you should have done was call them and ask them if they can trace the package as you fear it has been lost or stolen. Without being a jerk and starting the conversation with "I demand such and such and this is intolerable." When a CSR sees/hears that we just laugh and stop taking you seriously. Instead of being the nice guy in a crappy spot we really want to help, you're the jerk we don't care about and will only do what we have to to help you.

    It does, but you should be used to that as a CSR. You can't go giving everyone shitty service all day because a good mountain of people act like this, and worse.

    But no, there's no option to insure the packages from Newegg. This is also largely anecdotal, but everything I order that's over $50 required a signature from UPS. If no one's home, they leave you a note that they will try again tomorrow or that I can pick it up at their hub.

    That said. Chargebacks are always an option and, quite often, get the vendor to deal with the shipping.

    Actually, the vast majority of people behave like adults. That's what makes it more ridiculous when someone becomes a douchebag. They actually think everyone else behaves like that and it'll get them better help.

    VisionOfClarity on
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    bowenbowen How you doin'? Registered User regular
    edited September 2008
    bowen wrote: »
    Organichu wrote: »
    I dunno, again I'm a FOB but that doesn't seem too objectionable to me. I've done CS and I wouldn't be too flabbergasted by something like that. I'd understand the guy was pissed. It's nothing personal. I should make an effort to remember that it's a human on the other end of the tube, but I don't think I'm being an asshole by demanding I receive a product for which I made full payment. Not the CS guy's fault, of course, but still. Kind of angry here.

    You're email makes you sound like a dick. What you should have done was call them and ask them if they can trace the package as you fear it has been lost or stolen. Without being a jerk and starting the conversation with "I demand such and such and this is intolerable." When a CSR sees/hears that we just laugh and stop taking you seriously. Instead of being the nice guy in a crappy spot we really want to help, you're the jerk we don't care about and will only do what we have to to help you.

    It does, but you should be used to that as a CSR. You can't go giving everyone shitty service all day because a good mountain of people act like this, and worse.

    But no, there's no option to insure the packages from Newegg. This is also largely anecdotal, but everything I order that's over $50 required a signature from UPS. If no one's home, they leave you a note that they will try again tomorrow or that I can pick it up at their hub.

    That said. Chargebacks are always an option and, quite often, get the vendor to deal with the shipping.

    Actually, the vast majority of people behave like adults. That's what makes it more ridiculous when someone becomes a douchebag. They actually think everyone else behaves like that and it'll get them better help.

    You are one lucky bastard. The majority of clients I've dealt with are all major douchebags that think I owed them something and they paid me personally to handle their issue. I do try to be nice at first, then if I get the cold shoulder or get told no because someone fucked up somewhere then I bust the guns out. That is one positive thing about the customer always being right, it gives customer some power when dealing with dickheaded CSR reps. No offense to you, you're probably not one of them.

    I also don't like dealing with tier 1, and I've found that if you get it and ask to be taken up the chain they send you to another tier 1. I can tell because you're still speaking really bad English there Salil... er I mean George from Topeka.

    bowen on
    not a doctor, not a lawyer, examples I use may not be fully researched so don't take out of context plz, don't @ me
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    eternalbleternalbl Registered User regular
    edited September 2008
    Since we're getting off topic anyways, the customer is not always right.

    eternalbl on
    eternalbl.png
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    bowenbowen How you doin'? Registered User regular
    edited September 2008
    eternalbl wrote: »
    Since we're getting off topic anyways, the customer is not always right.

    Agreed, but this is something that can be used to his benefit to try and at least get compensation for a dumb move. However chargeback might be the final step to this problem -- it's not the vendor's fault but you certainly shouldn't pay for something you didn't receive.

    Do you have renters/home owner's insurance? You might find that it falls under your policy if someone steals shit being delivered to you. Just another possibility.

    bowen on
    not a doctor, not a lawyer, examples I use may not be fully researched so don't take out of context plz, don't @ me
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    TokyoRaverTokyoRaver Registered User regular
    edited September 2008
    Step 1. Newegg

    Step 2. UPS

    Step 3. Credit Card Company

    All that needs to be said!

    TokyoRaver on
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