Comments on Creative code and cuisine: How not to do customer service

To close the loop, I got the credit from Newegg ye...

2010-08-20T08:24:20.573-04:00

To close the loop, I got the credit from Newegg yesterday. They did not charge me a restocking fee and they refunded the shipping charges. We ended up exactly where we would have been had they simply credited the shipping charges and given me an adjustment for the difference in the price of the promotions up front. My final savings was $16.95.

This is what they should have done send you email:...

2010-08-15T18:39:58.606-04:00

This is what they should have done send you email:

Dear Mr Robinson
Thank you for your latest order of " ITEM NAME " and order number.

We have just drop the price down to $$ and we have adjusted your invoice and given you credit on the difference and will be put on your CreditCard that Ends with ***** 5269 . We predicate your business and hope you continue to shop at Newegg.

Sincerely

Newegg Customer service

then your Blog would have been diffent Palmi

Bill - My issue was that someone, somewhere, knew ...

2010-08-13T17:11:50.666-04:00

Bill - My issue was that someone, somewhere, knew they were going to offer another discount on this item two days later. They should also expect some customers are going to notice and not be very pleased. Had they waited a week I would probably have sucked it up and cursed my rotten timing. But two days? That's absurd. The fact that customer service failed at every turn was pretty appalling: making no attempt to collaborate on a solution; not offering any kind of reduction until I got a manager involved; then flat out lying about their ability to recall or cancel the order.

I have ordered other products online and had the price reduced while my order was in transit. The vendor has always offered to match lower price. I wasn't holding Newegg to some higher or arbitrary standard, it's a level of service I have come to expect.

Incidentally, the original keyboard was delivered yesterday. The replacement was delivered today.

Dan - Thanks for backing me up. :-)

Steven - Absent a last name I don't know who you are, so I'm not sure if you're being snarky. So I'll say thanks, with a questioning cocked eyebrow. :-)

As we have all known Charles for a long time, he B...

2010-08-13T10:41:23.907-04:00

As we have all known Charles for a long time, he BETTER sums up his point in his Blog subtitle "Outspoken, fair and honest."

Bill, I think Charles sums up his main point in th...

2010-08-13T10:32:44.474-04:00

Bill, I think Charles sums up his main point in the title of his post. It's foolish on the part of the retailer to be so inflexible about passing on the extra savings to a loyal customer in a situation where:

1. They risk losing him on future sales
2. He has now broadcasted to the world his unsatisfactory experience as a customer and they potentially lose a LOT more sales
3. The unneccesary extra work involved in the processing of the return of the old keyboard. What is THAT going to cost Newegg?

Businesses need to be smart in a competitive marketplace where service is valued so highly.

Dan

So lets see. You get a very good deal on a keyboar...

2010-08-13T09:51:16.612-04:00

So lets see. You get a very good deal on a keyboard you want from a company that you like, and find that during the process, they've lowered the price more.

You try and browbeat them into giving you further discount, fail, and now have spent at least 30 minutes, a few days hassle waiting for the new keyboard, and a web rant all for the sake of $9 ? The price of a decent martini?

Sure - try and get the best deal possible all the time - but $9 ? Was it worth all this?

---* Bill