newOWNED

NOOOOOOOO! I blame the coming apocalypse.

At least at the TD warehouse you can talk to some in person and take it back the same day as well taking a look at what you are getting before you leave the store / parking lot.

The link is back and pointing to a normal PS3. No spidey 3.

The google cached version DEFINITELY lists it with Spiderman 3.

[209.85.173.104]

Btw, one incident should not be a determining factor in anyone's decision to do business with newegg. They really are the pinnacle of customer service and electronics reliability. Every company catches a bad csr once in a while.

@Joedragon: If this becomes some sort of weird reverse thread where TD is held up as a paragon of good and Newegg of evil, my face will melt like in Indiana Jones.

This is not uncommon. If you various product reviews on Newegg, you'll see a lot of people have experienced similar issues. Like, the product description says that it includes X,Y,Z parts/features and even the picture shows it. But when you receive the actual product, it will be the newest version of the product, usually missing a part/feature that was previously stated.

I like Newegg. But sometimes they're pretty slow at updating the specs on the product pages. It's not cool when you receive a product that isn't what you were expecting.

If you really pay attention to the site, you can see they're not even showing a 40 gig model for either the listing currently or the Google cache one. 40 gig PS3's have 2 USB ports on the front. But the pictures show 4, which is only currently available on the 80 gig model (that comes with motor storm). Therefore, the pictures that they are showing don't really match at all. They might have just gotten sloppy, but it looks pretty unprofessional. On a side note, I've ordered more than a few items from newegg and never had a problem, probably just a bad CSR like others mentioned. At least Sony fixed the problem.

Nope. Not acceptable.

The 40GB system with Spider-man 3 is designated as model #98006 by Sony. This is still reflected in the Newegg description.

The new 40GB SKU with no pack-in is designated as model #98007.

Normally, I'd say they got hosed by Sony and thems the breaks. Not this time.

About a year and a half ago I bought a graphics card that had an HD adapter in one of the pictures, but it was not mentioned anywhere in the specs or product description. When the card arrived, the adapter was unsurprisingly no longer included by the manufacturer. I contacted Newegg through their live chat system and was told that an adapter would be shipped out the next day. By the time I closed the chat window and refreshed the my account page, they had a new order for an HD adapter listed. Total time talking to them, about 2 minutes. To this day, Newegg is the only store from which I will purchase computer products.

In my own stupidity, I bought a PCI-Express Graphics Card from them when I should have bought a regular PCI graphics card. These items are marked "no return unless defective." It was only when I unwrapped the card and pulled it out of the box and ripped open allllll the packaging, etc. etc. did I realize my mistake. I got online with their live CSR chat thinking I would have to beg and it would be futile, but I had to try. Well, 2 minutes later I had a return authorization and label for the wrong card and the new card was on its way. Newegg rocks.

If if came down to it, the courts should side with the consumer here. They advertised something they didn't deliver. Its maybe an acceptable mistake if the sku is the same, but that changed.

Though I'm kinda shocked newegg was so rude about it.

I hate to say this...but how well did the subby treat the CSR? I have a funny feeling, judging by the tone of the post, that he wasn't very polite...and even though it is Newegg, sometimes they can be pushed over the edge.

Then again, even Newegg screws up once in awhile...

That said, I'd buy from Newegg over just about anyone any day of the week...and twice on Sunday!

I'm surprised by this article newegg has gone the distance for me many times. The latest was when I used the wrong shipping for my 23' tv LCD monitor. I used the UPS 3 day shipping and ment to choose the Fedex free 3 day shipping and not paying attention, Then saw my mistake the following day. It was only a $15 difference but I thought I'd call up before they shipped it out I could get it changed and not pay the extra, I explained this to the Customer service person and was very polite and credited my visa the difference, I said thank you and hung up. When the package was delivered it looks like it was shipped the original UPS not the cheaper Fedex so Newegg ate the difference. Just my two cents.

I've placed dozens of orders with Newegg over the years and never once have had a problem.

And don't go by the pretty pictures you see. Take a couple seconds and read the product specs to make sure you are actually ordering what you thing you are ordering.

I agree that it's just a crappy CSR. I don't know any other way to say this without sounding like an asshole, but deal with the Chinese CSRs over e-mail instead of the Hispanic CSRs via phone/live chat. They are very easy to work with and make everything right very quickly.

Case in point, I bought a Rosewill (their house brand) hard drive enclosure. I broke the little plastic stand, and e-mailed them asking how much it would cost to get a new stand (literally a five cent piece of plastic). I got an e-mail back (Chinese CSR) saying they do not have the part but to accept a $10 credit on my next order. I politely declined, saying their response was more than adequate and that the piece of plastic was worthless compared to $10. I got an e-mail back insisting I take the offer - no problem with me :-)

I ordered a fancy cooling fan from newegg and never received it. Sent em a simple email and had another one a day or two later, no fuss no muss. (Then it turns out, a couple weeks later UPS dropped off the original fan. Ok, ok, I kept it...)

It used to be super easy to swap bad parts too, but their new policies add restock fees and stuff so that's harder. But I'd still order anything from them...except maybe large screen TVs. It just doesn't seem like a good idea. And surprisingly the OP had no problems with the TV :D

Got a USB hub which turned out only to 1.1 and I needed 2.0. I called NewEgg and they simply credited me for the hub, it would have cost them more to process the return than to just give it away. So, I of course, immediately went and bought $200+ worth of stuff, which just goes to show their approach works.

When I'm in the mood for a new gadget I may go roam Best Buy (gasp!) or Circuit City (double gasp!) but then go home and order the same thing from NewEgg for $20 less and it's night/day customer service, most of the time.

if it's not their fault, WHY DID THEY CHANGE THE LISTING?

You only change something if it is INCORRECT.

This really is bizarre. Newegg has never been anything but amazing for me. Maybe caught someone on their last day...who knows.

Honestly, I think New Egg did you a favor. That was a horrible movie!!!

They're also one of the few online outlets that will advise you not to waste money on expedited shipping when you place an order. I bought a replacement mouse from them last Friday, and in checkout they analyzed my address and advised me that UPS ground should get the mouse to me by next business day, and not to bother spending more money on expedited shipping unless I absolutely needed it guaranteed next business day. I had it on Monday.

I think Newegg is entitled to one minor screw-up at this point. I've always had great service with them; this is the first ever negative story I've ever heard about the company.

Newegg did the same with one of my purchases. I ordered a video card that included Company of Heroes. The sticker was ON THE BOX of the video card but there was no game inside. I complained to Newegg and they told me to complain to MSI. I contacted MSI and they told me it was Newegg's fault. By the time I got the response from MSI, it was too late to return the game to Newegg.

On another occasion, I tried placing an order right before Christmas. I had previously spent $5000 with Newegg building 3 awesome systems within the previous 5 months. My order for a pair of speakers was cancelled for no reason. I thought it was a mistake so I placed the order again. It was cancelled as well within the hour...no reason given and no notification. I used the online chat to inquire and was told my account had been suspended. They said that the credit card couldn't be used because of a chargeback. I said it's the same card I've used for the previous $5000 in purchases. They then claimed I'd reported it stolen. I did not. They then claimed that I wasn't located in the United States and that they don't accept foreign orders. Then they gave a couple more excuses. ALL OF THE FIVE EXCUSES they gave me were wrong/lies. I called half a dozen times over the following week and they kept telling me that my account had been suspended and would be reactivated within an hour. I was told I would receive a call back and an email once the account was reactivated. They NEVER emailed or called back. Funny thin is my account would work on my work PC but not on the PCs at home (and no, it wasn't the browser cache). When I would try to order from work, the order would be declined because they said I was located in Sweden. Finally I gave up and emailed the webmaster instead of customer support. Within an hour, my account was FINALLY working. I ended up ordering the speakers from another site. I was buying stuff every week from them, averaging $1000 a month in purchases...and haven't bought from them since.

Hi, Terry here. (Subby)
I was very nice originaly. I had concidered using the online chat feature, but noticed the phone number and decided to cal instead.
You have to remember, even when nice on the phone, by the time you write a complaint letter you are not in the best of moods.

I googled around and found a few executive email addresses, so I fired off an email to them also.

I have NEVER had toruble with Newegg before. They even replaced a dead micro sd card for me a month ago, in the 11.5 months of its 1 year warenty. No issues at all.

But, after dropping $2,000 in 1 order, I expect to get more than "Not our problem, call Sony"

The link that showed me the email addresses came from a press release where they were awarded an award for thier customer service.

"Newegg prides itself on our fanatical devotion to our customers," said
Bernard Luthi, vice president of merchandising, who accepted the award on
behalf of Newegg. "Our mission has always been to provide our customers with the
ultimate online shopping experience. It is gratifying to be recognized by
both the NRF and our customers for our efforts."

I emailed Bernard Luthi and will let you know what happens.
Terry

I think this was a fluke experience that slipped through Neweggs otherwise incredible customer service department. I will stand up for Newegg.com by sharing just one of several wonderful experiences I have had with them. I buy parts from there for my business and I put through A LOT of orders so I don't have to keep inventory (that tells you a lot about their reliability).

In this instance I bought a 32" LCD TV for my home from them last year, they charged $50 to have it shipped in 2-3 days via UPS. It shipped on a Tuesday and UPS said it would be there by Friday at 7p.m. Guaranteed. I waited at home until 7:30p.m. and it still hadn't arrived, I called UPS and after going through the cycles they informed me it would be delivered on Monday instead. I asked about their guarantee, they said only the shipper can file a claim.

I called Newegg, they said they wouldn't do anything until the next day while UPS updated its computer records. I went out for the night.

I came back the next day and there was a delivery tag on my front door that read (delivery attempted 6:59p.m.). I was furious after having been told one thing by UPS and then them having the audacity to lie about when it was delivered. I called Newegg to explain the situation and a CSR said no problem and refunded me $50.00 just like that.

Yes, I got a shipping refund and there wasn't more than 30 minutes spent on the phone.

Newegg rocks... Oh and sorry if your a slower reader for the rather long winded story there.

@MarvinMar: After all the wonderful experiences I have had with them. I wouldn't be surprised if the president of the company drove out and personally handed you a copy of Spiderman 3.

:-D More likely though they'll just overnight you one.

I like how Chris Wankers does his best to defent Newegg... if it was circuit or best buy I'm sure he'd take the same time to investigate... wanker.

Newegg.com has the best customer service. Maybe they just hired some new jackasses, and a ragging CSR.

What did he want Newegg to do, go buy a Spiderman DVD and send it to him? The CSR told him exactly what he needed to do, and when he finally stopped being an ass and did what the CSR said, he got his DVD.

Oh wow the great god Newegg just got caught doing what they do so well.... passing the buck to the manufacturer.

I doubt one dubious "I dun bin screwed by newegg.com" story in 7 yeas is going to change the minds of millions of satisfied customers.

@IJReilly:
OMG I get it -- you totally took Chris' last name and changed it from "Walters" to "Wankers!"

What -- are you in middle school?

Oddly, I thought I was getting a plain box when I bought mine (at Circuit City; the local CC is decent but I still refuse to go to the local Best Buy) and I wouldn't have minded that. I was pleasantly surprised to receive the movie. I wonder if perhaps I should offer it to Chris and purchase the BR boxset of all three instead? Chris?

I've been happy with Newegg but I do think that perhaps they should put a note on their site that says that not all the boxes they have will have the movie included. Of course, I'm sure somewhere in the ToS is a disclaimer like "items pictured may vary slightly from item sold". One way to be sure would be to compare the mfr. part number on the site (I forget if newegg shows this) with the part number on Sony's site (do they show those?) I've done that in the past with other sorts of things.

@Buran: Update: whoops, that's what I get for skimming too fast. Sorry, everyone. Glad he got it taken care of.

I love New Egg!

I'm still in shock that the OP went through so much trouble for Spiderman 3 of all things.

@spince:

It's the principle, not so much the movie. If they say you're going to get something for free, you ought to get it.

"I got exactly what I wanted by listening to them and doing what they said. But they were mean to me so I'll go ahead and tattle."

If NewEgg were to send you the Spiderman 3 movie, it would have to take the hit. If Sony fulfilled its promotion, Sony takes a cost it already expected to incur. What would actually be surprising is if Sony rejected your request, you passed that information on to NewEgg, and NewEgg STILL refused to help you out. The majority of NewEgg's reputation lies on stepping in when the manufacturer failed, but the OP didn't even contact the original manufacturer before expecting results.

I've ordered a lot of stuff from Newegg in the past, and there have only been problems I've needed to contact customer service about four times. The first I had ordered a bunch of parts, and a set of speakers. I got the parts 2 days after I ordered them, but a week after it hadn't even shown that they had shipped the speakers. I called them on the friday, and they said that they would track them down, and get them shipped out stat. Well, the next morning, I had speakers on my doorstep. They overnighted them with early morning Saturday delivery. I am sure that the shipping cost more than the speakers did.

The second problem I had was with a wireless usb dongle. It stopped working about a week in, I sent it back, and it took a while for them to process it. I contacted customer service, and they credited me back the money plus a $10 shipping credit for any next order because they didn't stock that model anymore. The same thing happened later with a bluetooth dongle, and the same happened again.

The fourth problem I had wasn't even really neweggs fault at all, but they came through very nicely. I ordered a graphics card from them that had a $20 rebate. After a week of using it, it went all crazy, so I sent it back. The problem was that by the time I would get the card back with the UPC, the rebate would expire. So I called Newegg, and they credited me the amount of the rebate. You can't beat that, especially since the price on the card was great even before the rebate.

I wish they still used fedex express saver for shipping though. It would always take 2 days to get to me, while UPS takes 3 assuming it isn't late which it is half the time. That and just about everything used to have free shipping except big heavy things like cases and monitors, while now its $5 minimum.

Oh, and I like that on most products they have a one year replacement policy, so if the product dies within that year you don't have to bother with sending it to the manufacturer.

the obvious solution:

dont buy from amazon or newegg!

best buy and circuit city FTW!

@vliam: Yeah, it appears that NewEgg shipped a different product than they advertised, different SKU and all. I've always received steller treatment when the random problem arose