You’ve been graciously putting up with my erratic posting (and even more erratic commenting) since my computer’s been out of commission.
I’ve been trying to graciously put up with the dozens of hours I’ve had to put in to try to get my new build running.
Two motherboards and two months from when I first ordered the components for my new computer, I still don’t have a computer and have finally ruled out every other possibility and concluded that the second motherboard is defective.
Yes, that’s right. The motherboard NewEgg sent me to replace the first one (which, if you’ll remember, had an exposed circuit that glowed and smoked) is defective.
Not knowing how exactly to explain what is wrong with the motherboard (except to say that I’ve ruled everything else out), I decided to chat with a NewEgg representative online to help me figure out how to get another replacement.
The rep had bad news. I couldn’t get a replacement because it has been two months since I ordered my first motherboard.
If I had wanted a replacement on the second motherboard, I should have asked for it within 30 days of my original order.
Never mind that my replacement motherboard arrived exactly 31 days after I’d ordered the original one.
Nope, I should have known that the second was going to be defective. I should have put in my request for a replacement before I’d even received the second board.
Then, the representative (who I’m sure was simply following the script she had been given) kept apologizing “for the inconvenience this may have caused you.”
May have caused you?
Excuse me. There is no “may have” about it. This has been a major inconvenience.
I have been without a computer of my own for a month. I have spent dozens of hours trying every trick I (and my computer support friends/relatives) could come up with. I have purchased multiple additional components that I had not originally intended to purchase (so that I could rule out my legacy optical or hard drives, cables, or internet connection as causes of the problem.) I have spent money to ship them the first defective motherboard they sent me–only to have them ship me a second defective motherboard.
No “may have”. This has been an inconvenience.
They say I have no recourse but to call the manufacturer. Then they once again “apologize for the inconvenience this may have caused you”?
It’s insulting. Don’t pretend you’re not at fault. Don’t pretend you did everything you could to save me from inconvenience.
Apologize for the inconvenience you HAVE caused.
Oh, and remember how I said they told me my only recourse was to call the manufacturer?
My representative kindly gave me the number to call.
Unfortunately, NewEgg wasn’t so kind as to let me continue to see our chat conversation once my rep had “hung up”. As soon as my rep logged off, the chat screen (and with it the phone number for the manufacturer) disappeared, to be replaced by a customer service evaluation form.
Then, to add insult to injury, the evaluation form limited me to 500 characters with which to evaluate the service I’d received.
I’d have liked to have been able to comment. I’d have liked to have given them some feedback on how their policy of only issuing returns within 30 days of the original order date (regardless of whether the recipient had received said item within 30 days of the original order date). I’d have liked to have given them some feedback on how their customer service script weasels out of taking any responsibility for the trouble they’ve caused (and in fact shows little sympathy for the trouble that has occurred regardless of their role in its causation.) I’d have liked to have given them some feedback on how their chat window immediately jumps to the feedback form when the customer service rep logs off, leaving the customer without vital information to fix their problem. I’d have liked to have given them some feedback so they could fix their clearly broken return and customer service process.
But they didn’t give me room. Apparently they’re not interested in my feedback–or my business.