As mentioned in our previous episode, I am building a PC for The Chief. Unfortunately, the case I ordered arrived with considerable damage; apparently thanks to UPS. The shipping carton took an hit that left a small innocuous-looking dent in one of the carton's corners; however, it must have hit just right because the PC case took the whole experience rather poorly. The cushions internal to the carton gave evidence to the impact. This didn't put me in a good mood.
My mood accelerated its downward spiral when I went to the Newegg site in order to get an RMA for the case in order to get it replaced. The info present on the Newegg site indicated that I had to call a 1-800 number in case of shipping damage. "Oh great" I though...expecting to have to file a claim with UPS and go through that mess.
Well, I called and probably the most positive customer service experience I've ever had (regarding an online purchase) ensued. I talked to "Eric" and explained how the case was bashed. He asked me my invoice # and after I gave it to him he just asked me if I'd like my credit card credited immediately or if I'd like to ship the case back for a replacement. I said I didn't care because I was going to just turn around and order another of the same case and that I was in no hurry. He suggested that I take the immediate CC credit refund and (re)order while I was on the phone with him. He said if I did this that Newegg would overnight a new case to me as compensation for the hassle. That was excellent and the new case is supposed to be here Tuesday (I called Newegg late Friday). He never said anything about what to do with the old case so I brought that up towards the end of our conversation. He said, "If nobody contacts you, do what you want with it." That was great as I expected that I'd have to send it back but this was not the case....so far, anyway.
After that experience, suffice it to say that although Newegg is sometimes a little bit more expensive than others I will be ordering 99.9% of my PC stuff from them.
I'll post more about this experience as the whole episode comes to closure.
posted by Spudgunner @ 12:43 PM
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