If you read the story, “Beware Of Rotten Newegg Rebate,” you may remember the plight of reader RJ who submitted his $20 rebate information back in January and was getting the runaround from Newegg and the rebate company. RJ is now happy to learn that not only is Newegg giving him $20, they are giving him an extra $20 for his trouble, and not just store credit, real cash. Read Newegg’s letter, inside…
Dear Mr. [redacted],
Thank you Sir for taking the time to speak w/ me today. I have credited your credit card account $40.00 for this inconvenience. Our purchasing dept has been made aware of this situation, and they are investigating this as we speak.
Although the CSR was also investigating this on their end, I feel they should have credited you the $20.00 right away. There is no reason to make the customer wait. Our philosophy is to take care of the customer first, and then take care of the issue afterwards.
Feel free to contact me in the future Sir if you have any issues or concerns.
Thank you,
Mike Paulus
Kudos to Newegg for living up to their eggcelent reputation. It appears that Newegg takes responsibility for the rebates advertised on their site that they use to get people to buy their products after all.
PREVIOUSLY: Beware Of Rotten Newegg Rebate
(Photo: Getty)
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I once had a problem with a Newegg.com order. I received an empty box. I emailed customer service and they issued a full credit on my card, and told me not to worry sending the “empty box” back!
While I never doubted that Newegg would make this customer happy, I am still distress that The Consumerist expects a retailer to make good on a manufacturers rebate. The retailer is selling the product at a specified price. You pay that price and the retailer gives you the product. The manufacturer on the other hand is giving an additional incentive to by their product through the use of a rebate that is out of the retailers control. Its like forcing a sale on the retailer. Newegg clearly tells customers what its price is to purchase the product. When the manufacturer fails to make good on the rebate, that is in no way a fault or responsibility of the retailer. In this case we have a retailer who goes beyond good business practices to make their customers happy by paying the added expense of the manufacturers dishonest rebate program. This extra mile service by Newegg is what drives their reputation. Newegg should have never been blamed for this incident. That honor goes directly to the manufacturer offering the rebate, in this case Foxconn.
Many rebates on Newegg’s site are exclusive to Newegg, and don’t apply if the product is bought elsewhere. To me, that makes newegg at least partly responsible for making sure the manufacturers pay the rebates as advertised. Besides, newegg can apply a LOT more pressure to manufacturers/rebate centers than an individual consumer can.
If I were running newegg, I would also make the customer happy by paying a (valid) rebate that the manufacturer didn’t pay, then simply deduct it from the invoices when paying the manufacturer for their product.
Newegg is truly one of the best customer oriented company out there. Right
up there with Amazon and Costco.
In the electronics world, Newegg’s technical/customer support ranks right up in my top 4, the other three being Logitech (no-questions-asked warranty mouse replacements), Sandisk (technical support is SUPERB, no 1-800-INDIA here!) and Thrustmaster (sent me free parts for a 15 year old FCS Mark I that was completely worn out)
I wish more companies would follow their business model. They have earned enough money through customer satisfaction to allow this kind of service. It causes customers like me to not dig for the lowest price but go with service I could depend on.
Kudos to newegg.com!