Newegg Responded (Sort Of)
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- čas přidán 18. 05. 2024
- We recently announced that we would be showing up at Newegg HQ to speak with the company about its RMA issues, and ahead of that trip, Newegg threw together a public statement.
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Watch our interview with Newegg (face-to-face): • Confronting Newegg Fac...
Watch Part 2 of the Newegg RMA series here: • Newegg's Shocking Inco...
Watch Part 1 of the series here: • Newegg Scammed Us
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This video briefly covers our current trip out to California (diverted from only fan tester + PSU training to become a much more complicated trip, including the diversion to SoCal for a few days), but we're mostly making it to cover Newegg's statement in response to our planned trip. The company has confirmed and locked-in a meeting with us and we will work through it soon. Our hope is to help Newegg understand the disconnect between it and its customers and get resolution.
TIMESTAMPS
00:00 - We Flew to Newegg
03:10 - Preparing to Talk
04:30 - PR Spin vs. Actual Solutions
06:04 - Newegg Accepts the Meeting
08:19 - Newegg's Statement So Far
09:32 - Fix or Fumble
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Host: Steve Burke
Video: Andrew Coleman - Hry
Watch our interview with Newegg (face-to-face): czcams.com/video/d1R4wbuXFII/video.html
Newegg will either start repairing this or will fumble it horribly. Which do you think will be the case? Comment below!
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Watch Part 2 of the Newegg RMA series here: czcams.com/video/CL-eB_Bv5Ik/video.html
Watch Part 1 of the series here: czcams.com/video/2fnXsmXzphI/video.html
this is the greatest arch of GN yet, love you guys ❤
🚫 I foresee another excuse in the bag. 🚫
Our Team A will need to communicate with Team B better.. or such corpo PR I hope Newegg can redeem themselves in due time with better practices and more transparency.
I feel with how Newegg is consistently failing, they'll shift the blame onto someone in the company, fire and hire someone new or promote someone already existing in the company followed by apology and promise to do better, with little actual change. Seems like the go-to things companies like to do when under fire.
Edit: Also, 9:45 got me thinking of gamers nexus with a big iron on his hip 🎶🎶
I'd like to be wrong, but I bet they're going to fumble.
Techno slut. Bro there 3rd party china scam is crazy. Please try again objectively as possible. Legit scam.
Their “mixup” narrative really breaks down once you look at the many people who reached out to customer service and were told they were wrong, without Newegg ever thinking to look into it until they screwed over GN. The bundling exploding PSUs with graphics cards is also something I’d love to see them try to defend.
Very curious what their response is to that as well.
I had such a bundle. Long/short they refused to take the psu back until GN did their videos on it. A few months later, I got an email from Newegg offering a full refund for the return of just the psu in the bundle. So, they made it right, ONLY after several CZcams Techs tested the psu or called them out and then GN made the 💣💣 videos. Lets see if they are sincere or just trying to put up a facade
"mixup" pfft. There's a sticker on the thing saying it was damaged many months prior to it being sold and they still chose to not only sell it again but to reject the return as customer damage... Again even with the RMA sticker saying it was damaged months before the purchase...
Neglect is no longer a possibility like it was when GN hadn't received the board back.
"A small number" of "isolated incidents"...
Yeah, sounds very Apple of them and we all know how well crApple treat their cult.. I mean customers.
Already it's showing as a disingenuous bunch of excuses for what is blatantly obvious malpractice, price gouging and out and out rip offs.
But hey, I've been wrong before, maybe they'll come through.
GN don't pull punches either and kudos to them for not bowing out and for telling the honest truth of the matter and the experiences of SO VERY many others.
i had to keep on their ass to even get my refund for my exploding PSU
Everytime I hear the name: microcenter, it's like hearing of a strange fantasy land that I'll never get to see...
Same!
Coming from someone who lives in Chicago, where there's 2, it is really unfortunate there aren't more of them.
@@thetalesofdaneandco I live like 12 mins from the Denver location, its pretty GG. It also seems to fuel a really healthy after market/slightly used market on FB marketplace and Craigs list around here.
Yall lucky. In canada the biggest competition here in Quebec is canada computers, amazon, and new egg. Memory express is only in the western parts of the country
True, but, having a friend live close to one though is the reason I was able to get my Dark Hero and 5950x.....
"It's just an isolated incident"
"Um, it happened like 500 times"
"It's just 500 isolated incidents" 👀
based on the amount of business they get that might actually be true. still unacceptable.
@@ADMNtek Problem is you can't say both "these were isolated incidents" and "we've updated our policy to fix this"
Definitely not isolated. My coworker was scammed by this too! NewEgg ruined their reputation.
They probably have millions of customers. So if it is 500 times, to them... it's technically a "small percentage."
@@joeshmoe6930 Sure, but that's a misapplication of the law of averages. It's worth noting that when GN finally got to see the motherboard they bought, it had a giant sticker on it saying Gigabyte weren't going to repair it. This should *never* happen. There should be no case where a unit with a giant sticker on it that says "do not sell this" goes on the shelf to be sold. Newegg's hand-waving statement has not addressed this, and it's likely it has not been addressed in communications with GN either.
The *best* case scenario for Newegg is that this happened due to lack of supervision/oversight. The only way to read this is that it's a problem with Newegg's systems and procedures, and after watching UFD Tech's videos about Newegg Now, it really seems like a major systemic issue within the company.
The fact that their head of PR will be meeting with you and not someone with any actual authority or pulling power in the company already shows a red flag that this is nothing more than a face-saving PR stunt for them.
There is literally not a single thing Newegg could say or do to get me to buy from them ever again.
That’s the job of the PR. Why overstep him?
@@kingjon5818 Because we aren't trying to improve customer relations. We are trying to improve customer service. The CEO, or owners would be a better interview subject. PR people are literally trained on how to handle people.
@@kingjon5818 PR’s job is just to say things that won’t make a company or person look bad
@@youtubedislikebutton9316 I guess the hope is that the person handling the actual process will fix it, and the PR will communicate that to the pubic. But I think people nowadays are not as easily fooled by pretty speech, we like a more crude and honest down to earth conversation with the guy who handles the process. Even the speech is not politically correct, the honesty wins over.
@@youtubedislikebutton9316 PR's job is to interact with the press so the Chief Executive Officer, the guy who's literally running the company, doesn't have to.
It's like complaining that the White House Press Secretary is answering journalist's questions, and not the sitting President of the United States.
Love the new greener sets. The rendering of them looks really lifelike.
This is my favourite studio up until now, fresh and open
and people said rtx doesn't make a difference
It's because they enabled ultra-realistic ray tracing.
Ikr? And that absolutely flawless chroma key. So good!
Airflow set.
THIS is a PRIME example of why GN makes such an positive impact on the whole community and industry
Every time that GN puts out a story about a company doing something shady I make sure to reward them by buying some merch. This time a bought a desk mat. This is the kind of work I want to support on youtube.
For real. Literally nobody else with a platform is using their power to look after consumers this way.
Thats why he is branded as tech jesus... no other tech media can match that kind of courage...
Shit makes no sense you complain about not receiving $500 rma yet you spend thousands in plane tickets and hotel rooms to attempt to prove a point?@!
@@alfredooliva5175 I don't understand what you are trying to say?
"We are also reaching out to this small number of customers who may have been affected by these errors". So they know they've been ripping people off and can compile a list of victims!!!
It is easy to lookup. I am sure rmas to makers / other customers contain serial numbers. It would be easy up lookup.
Easy too find when duplicate serial numbers exist
Nah. By "small number" they either mean only GN and are hoping no one has a loud enough voice to contradict that OR GN and the people who recently opened support tickets for this issue.
The new policy says 'take the RMA sticker off before putting the item back in stock.' lol
where
@@White_Night_Demon bro
Even if you completely believe Newegg's story that a damaged motherboard was accidentally sent to a customer (Steve) in error, that doesn't explain why when Steve returned the motherboard they claimed to have inspected it and found pin damage on the motherboard, yet during the same inspection they somehow missed the giant sticker on the motherboard saying that Newegg themselves had RMA'd the board months ago for pin damage.
Precisely. Whatever Newegg says at this point it’s just bs. They’re done in my book.
1. Newegg tried to RMA the mobo to Gigabyte, decided the $100 wasn't worth it, intended to scrap the item upon return. (believable) 2. When they received the returned RMA, they mistakenly thought it was returned fixed and put it back on the shelf as open box. (believable, since I imagine most RMA returns are fixed, possible innocent error by personnel) 3. when GN returned the item, the RMA team opened it to check for issues, found *THEIR OWN* RMA sticker, decided to blame the customer even when evidence of something unusual was afoot, even when customer insists they didn't even open it. (WTF???) Even if we were to believe Newegg on the initial mistakes being a rare bug in the system, the response, especially once elevated to supervisor level is nothing but cynical, garbage corporate policy that is working as intended 100%. That makes the initial part also much harder to believe as innocent, and more believable as intentional corporate policy to bully and defraud customers who have little power to fight back.
@@discrep My theory, and what I assume MrClown is also getting at, is that they didn't know the RMA sticker was still on it. They restocked the motherboard knowing that it had bent pins thanks to the report from Gigabyte, and this information has been stored in their system. Nobody inspected it when it was restocked, so they didn't know the sticker was there. When Steve returned it, it was flagged as having bent pins based on the information already in their system and the RMA was denied without anyone at Newegg inspecting the board, and therefore again not realising there was still an RMA sticker on it. I'm basing this theory on my struggle to believe that an RMA inspector who found bent pins and specks of thermal paste would overlook the giant sticker on the board proving the issue existed beforehand, deny the RMA, and then send the unit back with said proof still attached.
So the actual mistake that was made on Newegg's part IMO is not removing the sticker when the motherboard came back from Gigabyte. Their behaviour and the sheer volume of horror stories from consumers leaves me reasonably convinced that selling the faulty product was intentional.
@@discrep . I am not sure if I am ok with the mistake, as why didn’t they inspect the board like they do with all their customers returns to verify it has been fixed?
@@robertt9342 At this point, the assumption that they actually flipped the board over and read the giant RMA sticker can be in doubt since the damage is obvious on the front. Even if they did, the RMA rep may not even realize the customer listed in the RMA is a Newegg subsidiary. Now, it's clear someone(s) f*ed up. The question is how much management knows or not know to ascertain malice or incompetance (or both).
What's sad about this that instead of a CEO or president or whoever really is in charge you will talk with some PR guy that will try to say all the things that people expect while not having any power to change anything. All of this is just damage control and not a solution to a problem. Anyway, I agree that having Newegg as an alternative to Amazon is good overall and they should be given a chance so here's hoping that it will actually change something for the better. Thank you for doing this GN.
We shall see how it turns out! Potentially really bad move to not take more responsibility with someone higher-up on camera, but we'll give them the benefit of the doubt until we're there.
@Gamers Nexus Yeah, definitely keep them honest if you can. Like if you can do a follow-up story 3-9 months from now, to see if anything has improved, etc. ❤️👍
Easier to pass the buck when someone lower on the totem pole makes a mistake.
@@GamersNexus They put out their PR director .. that means they really screwed the pooch and need someone fluent in silver tounge to make it better.
I HIGHLY doubt he will be able to answer most questions satisfactory without running around or pointing to "we did this! LOOK!" or the standard "sorry i have no knowledge of this, can i get back to you?(when the cameras are off or never) or the worst part he starts sounding like he is reading straight of a script that his department made in preparation.
Would have been much better with someone who is not trained their whole life to speak fluent BS ;x.
@@Ormathon You're right,
But I have a feeling that GN ain't gonna let them off the hook that easily. ;)
I'm looking forward to seeing this, cause there really is a lot on the line for rottenegg atm, we'll have to wait and see whether or not they recognise that.
They would be fools to think that a bit of lip service is gonna make this go away.
GN has always done real solid work, however this is REALLY going above and beyond and cranking it out of the park.
I hope good changes come from this, because they're right; Amazon can't be the only option when it comes to shopping.
That truly is a terrifying thought!
That's always been Bezo's end game.
The newegg reseller bloat and markups really soured me on newegg. Now I just go to amazon or best buy. You're definitely right about newegg needing to return to its old ways. It used to be my preferred go to site for anything tech. Now it's bottom of the barrel.
My only functional complaint with Amazon is how bloody awful the UX has gotten. Have plenty of ethical complaints, but those are less relevant
@@NightRavenGSA01 What is UX?
@@JAIMEGARCIA-gw9re Not sure if that's a joke or a serious question, but is stands for User eXperience. It's the over all experience, combining things like User Interface, whatever algorithm they have picking what results get shown, etc. it can also include other things like customer service, but I was purely referring to the actual website experience
@@NightRavenGSA01 it was a serious question. Thanks.
NewEgg has also blocked negative feedback from customers, my comments got blocked there when I had bad product experiences.
This is a classic "sorry we got caught" type of corporate response. You don't just have horrible anti-consumer policies, impossible return/exchange strategy, all together wrapped in fees, and then say of course we love our people
Bunch of scammers. I am glad they finally get called out on a larger platform.
Yea, this is usually after they change hands or go public on the stock market. Sucks.
I agree. It's like they're following a playbook. Damage control. Washing the problem. Not truly owning it, and having an honest conversation. What stands out to me most is how they called affected customers "small" and "perhaps affected." Newegg had to use those negotiating words because they couldn't say "valued customers who were affected." They couldn't flat-out own it. They use weasel language which shows that the problem was more corporate culture than a "breakdown in procedures."
Also notice their own goal of saying customer service and satisfaction is at the core of their business approach, i.e. they are rotting at the very core.
And of course choosing to discard a list of people GN wanted to talk with and instead sending a professional spin doctor (PR guy) is quite telling, too.
Seriously doing this for years with hundreds of people being affected then suddenly it lands in GN’s lap, and they do the same thing. Then they realize it’s GN and suddenly it’s just “oops we’ve made the same mistake hundreds of times and have been repeatedly called out but now that someone with a voice has called it out we’re sorry and are working to correct the problem.”
Man, this Newegg arc has been something.
Manga readers say the next arc will be even crazier
@@DGP406 yeah, man the next villain was such a heal-face turn for the character.
Not just an arc... An Epic Arc
@@crazylocha2515 an epyc arc**
@@aroundth3w0rId point taken, was more of a play on words from a comment I made when Steve announced they were flying out there... "Epic" because it only needed the one word. So..
Truly an EpYc Arc :)
I have worked at an retailer and these kind of RMA screw-ups happened from time to time. It shouldn't happen, but human error and some level of laziness. However we had systems in check how to verify is an item was put on stock via RMA. And using the S/N we could internally see if there were any RMA claims ever with that serial number. So whenever this happened, even with cases that were exactly the same as Steve's, we had the tools to check this and say "Our bad, you are absolutely right and we will give you the full refund".
I'm so glad I have a Microcenter near me. Excellent service, good pricing and surprisingly good product availability even with the current state of PC hardware. It's so good that it's hard to talk about them without just sounding like an advertisement.
Same...was able to purchase 64 gb of DDR5 6000 Gskill RAM last week. They had 25 in stock.
Same here. I'm close enough to one that I can just stop by on the way home from work. Great customer experience every time.
So lucky.. I drove 5 hours to my nearest microcenter yesterday. It's such a great store. The workers are super friendly too. I picked up an online order of parts for my new rig. I'm definitely driving up there again for any major purchases.
Microcenter is 3 hours away for me, still well worth it.
Eric Wein just started at newegg in January according to linkedin. Great to know they're sending the new guy to answer questions.
Because the last guy did such a great job, they replaced him with another, LOL
maybe because they don't last long. try not to wear this one out right away. you're already doing social media searches to find out how to get under his skin, that's crazy.
Damn bro,poor guys gonna quit his job.Lets give it a chance first .
Smells like scape-goat tactics. 5$ Steve wanted someone from the technical "building", like RMA head-tech officer, or something like that.
IDK why Steve kept stating that he is "optimistic" about this? GN asked for someone with expertise and experience in wtf is going on, NewEgg chose to send a professional tailor of Beautiful-Sermons.
Back to you Steve.
Sending a lamb to the slaughter.
When all of this blows over, I want to see a "GN Undercover" episode checking if they've actually improved at all.
"we want these companies to at least exist in a duopoly" is the most honest american big business phrase ive ever heard.
Hahahahah
I refuse to ever buy from Newegg again after they shipped me a PSU that immediately fried my mobo on first power up and then Newegg refused to pay for a replacement mobo even though the PSU was taken back as defective. Such a shame...
PR's sole job is to make the company look good, even by putting lies or beautiful but meaningless words. Based on the fact that they choose the head of PR to meet with you, I'm pretty sure that nothing is going to change. They probably still think that this is a PR incident. They're not going to do anything to change their shady business practice.
It's a publicly traded company. You can't shame them into changing anything. The only thing that matters is if it effects their bottom line and for vast swaths of the US it's Amazon, Newegg or nothing. They know that so they just need to blow smoke until this is a memory. Unless it shows up to have negatively effected their profits in a meaningful and tangible way beyond maybe this quarter, they have no incentive to change.
I mean they'd be idiots to not send their PR operative - it's literally their job. I don't know who else people would expect them to send.
Agreed. Too little too late.
@@maquettemusic1623 Processing and logistics lead head management staff? You know, actual people able to do the job?
@@devilmikey00 I don't believe it is publicly traded, but if it was, it would be behoven to shareholders, which would not accept business practices that will end the business.
This channel is more than just a tech channel
It warms my heart everytime I see a company get bullied by consumers.
_It's free real estate._
umm...no its a tech channel
We are GamersNexus
@@richardwelsh7901 cringe
when i ordered almost $70 of case fans from newegg instead of recieving fans i got a $4.99 tube of thermal paste. so i called newegg asking what happened and they said they would call me back with a adress to ship to, they then never called me back and everytime i called them they said the same thing that theyn will call me back. eventually they said that i was wrong and my order was showing thats what i purchased. i then showed them my reciept and transaction from my bank clearly showing i did buy $70 of case fans and that on the reciept it also said that. they then said i must have been mistaken with a previous order because the only order showing up for me was the thermal paste. ive never bought from newegg again and i never got my money back. if i cant trust them to send me $70 of fans i am for sure not trusting them with anything else.
Mad props, Steve. This is immensely important work you're doing, very glad you're able to do it. I made a small donation on your store page (didn't really need to buy anything at the moment).
I think its pretty clear that Newegg plans on using your platform as a medium for lying to their consumers. Instead of sending their CEO or someone directly involved in managing logistics they opted to send the head of their PR department, the guy whose sole job is to read from carefully crafted scripts of non-answers.
Let's sincerely hope Newegg takes this forum seriously. The more competition there is the better for the consumer.
Yea so most likely it’ll be a fumble and the only really way to invoke change is to not buy from them and let them see the financial change
Spoiler alert: They won't!!!!!
The End.
Meh, fk NE. So I guess another yacht for Lex Luther it is then. At least for stuff not available at microcenter.
Oh just talked to the hand that is the corporate complaint line just talk to the hand the hand that will take your money and not give it back that will push the button on the phone to hang up when you call...
Yea Neweg will send their CEO to meet with some random youtuber, this guy is just full of himself and acts like he is a lot more important then he actually is.
Bought an overpriced NEW PC from them , it came with an rma ticket from someone else who apperantly returned it because the pc wasn't working, the PC wouldn't even start.
Great job you are doing for many, many folk.
Appreciated.
Thank you for this, Steve. Your honesty and integrity make you a class act, and the hard work you and your team put in is an invaluable service for the community that is very much appreciated.
"we have put in place new policies to ensure a hassle-free return experience on "open box" merchandise returns on motherboards and CPUs" so if its a graphics card, case, laptop, network switch or anything else that isn't a motherboard or CPU it won't be a hassle-free return experience..... o.O
I bet they are quite glad Steve didn't get burnt on a new (non-open box) order. They might have had to promise to implement policies to make the ripped off majority of their customer base experience a hassle-free return process. Just think about all of the NewEgg customer support staff who would be out of a job because customers would be able to have returns processed with a single simple phone call/chat session.
Also old policy was a hassled experience for all returns!
Yep
I feel like I’ve heard this before somewhere…
Oh what a shock they're having you meet with their Director of PR. I'm sure he's the guy to really iron out the underlying problems at Newegg.
exactly my thoughts, a guy that has no clue or push in the direction of newegg. Just a guy who's good at rehearsing lines and spinning things.
@@nateg452 I hope he asks how long he has been with new egg as the director of pr.
It is unfortunate to see PR being the front chap. On the plus side, since the meeting will be recorded the questions posed can be considered by operations (and other relevant divisions). On the negative side, this reads as evasive and slimy. It would have said much more for the VP of Operations (or equivalent) to show up with knowledgeable team members to really dig into what Steve will be asking them. The CZcams platform of 1.5M (mostly nerds like me) is a key part of the NewEgg customer base. It would be a terrible decision to ignore Gamers Nexus. And yet, this really appears like NE have managed to only get over the lowest bar possible.
This will be a useless meeting with promises and "we're sorry" since he has zero knowledge of inner workings. I hope @gamernexus start the interview with this. They need to allow actual return workers to be on camera with a signed non-retaliation waiver regardless of what they say. Only if they do that will I ever even visit Newegg.
@@josenoevargas Just checked linkedin 2 months...oof. Jan 2022 - Present
I've been refreshing this page daily to get the interview. Excided waiting for it :P.
The “quiet in set” bit is a jewel amongst this brilliance. While I always appreciate your content, this series has been absolutely enthralling!
You actually went out of your way to give them a shot at redemption. To me, that truly shows how much you want to see them succeed.
Not only does he want them to succeed but this is investigative journalism at its finest. Steve didn’t even go looking for this story, he just found himself in the middle of it and decided people really should be aware of this
@Outer Beast it all makes sense now. I am awake.
I agree. I live in a "tech desert". Having only Amazon and Newegg to purchase from is bad enough but my god, if it came down to just one.....
@@Pablo-tb5is I'd facilitate flights to Denver to Microcenter with a huge order and a few empty suitcases.
I want them to succeed, because the alternative is Amazon gets another monopoly :( Honestly its just good business to not screw your customers over, I don't understand why you think you can build a business on that. Here's to hoping they wake up and change.
Just remember, business folks can be like politicians. They will walk around the answer until you say "you never answered the question'.
Sky173
And then they don't answer the question
It's entirely appropriate to shut them down at that point and to remind the audience that they're being evasive/lying and point to the proof.
Give (at most) a single warning then kick them out of the interview if they go into propaganda mode.
And unfortunately most reporters will never point that out. I suspect Steve isn't like most reporters.
Steve, I've seen other videos about Newegg practices, and I have to stop to give you a note of appreciation, because you are a better man than most CZcamsrs for the attitude you are taking in this situation. Stay the course, you're one of a kind.
Having come into this area (pc building), and this channel recently (since this sort of started, but not before), this is both exciting and dissappointing. Years ago when I was upgrading my PC and modding part of it, Newegg was "the place!" to go to. Its been quite a while since then and wow, such a change, and if I hadent found this story, I probably would have suggested my two friends, who are building new PCs, go to Newegg, sadly, because theyre my age and have the same dilemma: havent built a pc from scratch in a long long time. Ive shared this with them and they actually said they were going to buy from Newegg exclusively, but now, no longer after Ive shared this story.
So thank you for covering this and continuing with this, because the viewers and community here sort of know whats going on, but there are a lot of people who just go day to day at home working and playing, who dont even know this stuff happens and become more victims.
Don't forget to plan a 6 month/1 year check-in to see if the lip service was actionable after talking with Newegg.
Yes! They need continued oversight
An unannounced inspection visit is what will be needed.
Oversight might not work since they can get a list of all the online reviewers in a separate database file and their home and youtube business mailing addresses by using Big Data. All purchases to those people or their home/business addresses will be flagged as "Online Reviewer" accounts and treated differently from normal customers. That is my guess as to what may happen to reduce the number of problems that online reviewers see.
"we have changed internal procedures", "we have put in place new policies" ... i recognize a PR spin when I see one. I would like to bet that they haven't changed anything substantial at all because it would be too expensive, they just say that to calm down their investors. I cannot imagine that they had procedures and policies that allowed this to happen, so clearly they have been actively ignoring them. If that was indeed the case they should say so: "Our old policies allowed sending broken stuff to customers, good thing our customers don't get to read them lol". People have to fired. What they're doing in their statement is called damage control. That's not how to take responsibility. What they need to do now is being transparent. What procedures and policies were changed? How do they supervise them? What difference will this make in practice?
tbh my hopes are very low if they send a PR manager to the interview instead of someone who has an actual clue of what's going on. inb4 they'll tell you the same bs as in their tweet and hope everyone's happy with that answer.
I think man o their investors likely don't know they are investors. :-)
In all honesty investors and stockholders are stupid in general. Just particularly unintelligent that only want to get money quick and not care about company health.
They are the big reason why company CEOs tend to be the slimy types that drag reputation to the mud and walk out with bonuses.
And they're sending their PR guy to talk to GN. Let's play a drinking game and take a shot for every non-answer in the next video.
It would be nice to get a copy of the old and new policies.
SCREW NEWEGG. For YEARS people have been saying they got screwed over and their complaints fell on deaf ears. NOW they care when someone with a platform said something! NOW they want to meet!!! NOW they want to "change policies" and "care".... Where was all of this for the regular Joe Shmoe who complained? No policies were changed and nothing was done. THIS ALL is a waste of time.
"ONCE SOMEONE SHOWS YOU WHO THEY ARE, BELIEVE THEM" that goes for companies too. Newegg has lost me as a customer for good stemming from all of this! What they did was not an accident. I stand with the people who got fucked over by this company.
KEEP YOUR PR BULLSHIT! SEND ME THE VP/CEO OF THE COMPANY IF YOU ARE SERIOUS!
I just have so much overwhelming respect for your journalistic (and personal) integrity with these situations!
Coasters and Glasses back ordered! Keep up the great work Steve and team!
Small number? They have been doing this for years. I have only ordered from them if I absolutely had no other choice ever since they sent me out multiple MB-CPU combos with the MB's not even being a compatible chipset for the CPU's and then refusing the return. This is a pattern of behavior and I sincerely doubt they will take any steps to improve for the "customer". Rather, change it so they can't get caught.
yeah their whole statement is complete crap, puts a bitter taste in my mouth
They did this to me in 2011! On a BRAND NEW MOTHERBOARD! I haven't used Newegg in a decade because of this exact same issue.
No, no, no. They're right, it's only a small number of customers they haven't screwed over... :). They're hoping to expand that to everyone...
Complete joke. They have been doing this for many years. Got scammed on a monitor years ago from them. Won't ever buy again. I always use Microcenter or Amazon. It's a joke the spin they put on it.
A decade ago they damaged the pins on the motherboard, even though the motherboard has another issue, all to keep my money. I cannot support this type of company behavior.
Newegg: *steals $500 from Gamers Nexus*
Steve: "So you have chosen death"
Not just the $500, but the hours of the GN team's time
Cowabunga it is
That made me chuckle, because Steve definitely has the attitude for that statement to be said by him. He pulls no punches. And I enjoy watching the content for that reason (one of many).
This made me chuckle for real
Great that you are publicly setting expectations for what you expect of them and what we can expect from the discussion. Thanks for the integrity driven journalism. I think I can speak for everyone when I say we in the community really appreciate it.
I won the Newegg Shuffle for a Asus Strix 3090 OC. I received it 2 weeks ago. It got installed over the weekend. It was DOA got error code load vga bios. RMAed it and received new one yesterday. I was nervous after seeing the first parts of this story. I've been a long time customer and this has been my first RMA with Newegg but they came through. Thanks Steve for looking out for the rest of us!
"process error" is a strange way to say "we sold something that we knew was damaged and unusable and when it was returned we ignored the enormous brightly colored sticker making clear that this is what had happened".
Yeah I am curious how they are going to PR their way out of this being intentional.
Yeap that is my problem. I could buy that someone made a mistake and put that box in the wrong spot and it got shipped by mistake. But there is no way around that when they opened the box and saw the broke pins they also saw the big sticker on the Motherboard and at that point tried to steal his money.
Never underestimate the incompetence of corporations! What looks like malice is very often incompetence!
It´s an error in the process of RMAs. And if it´s just that one tech hiding his mistakes to keep that monthly bonus.
Chances are high, it´s the same guy that got that board in his hands twice. You have no idea how bad people can do their job if they actually really hate it but need the money.
@@tsdobbi They don't have to. As soon as GN stops posting videos about it all this will blow over and people will have forgotten about it in a month.
"Quiet on set!" had me rolling. Great video GN. Hopefully you using your platform to show companies that they aren't the be-all-end-all of sellers will get them to tidy up their sales habits.
Same. Those dang birds, haha!
@@SolKnightt The Newegg , Gigabyte and NZXT spies
I died.. so funny 😁😁😁
Weren't those Canada Geese? Clearly they work for Linus
have to say, its incredibly mature and good of you to be giving them this opportunity. It's awesome that you are trying to think of the future and you want to make sure theres a healthy marketplace for computer parts
I am so proud of this channel. Keep it up!
Steve, you're outstanding, and out standing, in your field.
Only 31 votes on this is a sin. Absolutely beautiful.
HAHA HAHA . Oh I got a good chuckle out of that one
Haha - Dad joke.
Dad...?
glad that they confirmed a meeting. lots of us wish we could be there to hear what they have to say!
You will be able to on the channel soon! This is their chance.
HELLS YA!!!!💜🤙🏾
We will only be hearing BS from Newegg. And I bet they'll gonna say this in the meeting:
1. Our customer satisfaction is our No.1 priority
2. We strive to provide the best service for our customers
3. Can we offer you a nice egg in this trying time?
@@First-Name_Last-Name A free egg IN THIS ECONOMY? I’m sold.
@@First-Name_Last-Name Is the egg actually new or open box and with thermal pate attached?
GN. I just want to say keep up on what you are doing. I rarely comment on the internet but I genuinely feel y’all deserve some praise on being very factual and unbiased and objective testing. Kudos to you all.
Everything you said in this video was spot on. Feels like Steve and I are about the same age that went through the same lifestyle.
Amazing journalism. And integrity to your supporters. Thanks for keeping them honest.
The best person to send out from New Egg would've been someone who oversees the day-to-day operations there and has control over it. A PR firm or branch of the company doesn't supervise or control how the internals of the company operates. New Egg sending out a PR rep is a fancier way of asking someone to fill out a customer satisfaction survey, and they'll consider changing.
This is not how companies work. PR people are the only guys in a company who are allowed to talk with the press. It is literally their job.
@@brot1991 There have been countless on-camera interviews with COOs and CEOs of companies. Yes, it's part of a PR firm's job to address the press, but that does not exclude the allowance of seniors and executives to talk to the press. Usually what is said by non-PR employees are speaking points drafted by PR.
@@brot1991 that is just an ignorant statement.
@@DunkleSnunkle How is it ignorant? A lot of companies I worked for will fire you if you speak with the media without consulting the PR team first. I had to sign multiple documents explicitly stating so.
@@brot1991 Typically, PR people are the only ones allowed to talk to press, when trying to damage control. If a company is truly trying to acknowledge and own up to their mistakes, they're going to send someone more directly involved with the issue. While I am hoping Newegg is being sincere, the signs point to them just being in damage control mode.
Just have to compliment the GN team and Steve on all of this so far. You guys really come across very unbiased and fair. I wish a lot of other media outlets followed suit. Identify the problem, try and resolve it, find other parties with identical problems, then give the company or subject the chance to fix it and communicate their side of the story. This could easily be a burn story, but you guys are giving them the chance to fix this, and even hoping they come through for the sake of consumer choice within the industry and keeping Amazon from having a monopoly. Great job guys! Can't wait to see the update.
@Jason Fitch Pretty sad that's how you view someone giving GN a (well earned!) compliment.
@@Mad-Lad-Chad Seriously. People seem to see earnest communication as "weak" somehow. I guess in some sense it is, not operating at maximum irony mode where nothing you say can be taken seriously and can be withdrawn at any time... but that also leads to a hollow, unfulfilled life
@@mduckernz I always viewed the fear of being earnest as being a weakness, personally. I view having an opinion and not being ashamed of it as a strength (not to be confused with being rude about said opinion or trying to force other people to agree).
You are the first and only channel in my subscription list with the bell activated.
I so love this channel, what you do, and deeply appreciate your integrity and ethics.
man, someone holding a company accountable and calling them out. this is why this is one of my favorite channels. Save us #TechJesus
🤣
Ain't shit been done yet.Calling them out doesn't fix or get anyones money back
@@SpaceRanger187 No, but it does potentially mean that this lowers the chances of similar issues happening to other people in the future.
This is GN just getting views wtf are you smoking? It's the head of PR the one department that is built around the idea of pissing on your leg and telling you it's raining. The entire point of a PR department more so the head of PR is to without any power to enforce changes tell you want you want to hear, do so with weasel words, and being 100% expendable personal. Honestly GN gave Newegg and out here when they didn't need to. They have the motherboard they have the messages they have it all that shows this has been a long term Newegg scam to take knowing broken equipment and sell it to unsuspecting customers. I dare say when this happens again Gamer Nexus should now shoulders some of the blame as they were in position to put a stop to this scam and instead gave Newegg an out for the views.
@@neotagatg3238 goes to show how shortsighted you are
This is journalism. Kudos to you guys for putting your platform to good use.
Was excited to see you guys recording at Microcenter in Tustin, CA today. Can't wait for the video.
So he is alive? I was beginning to think Newegg offed him.
@@richardhead8826 Steve is very much alive, and was roaming the streets of California. Then again, this might have been before the "meeting" took place. Oh no! Steve, respond if you're okay!
Man....I always had problems with Newegg in the Army, couple of my fellow soldiers did too. Nuts.
It’s funny how PR statements like the one from NewEgg seem to have a red-thread in them. The message does not seem to be intended for the customers, but shareholders. It’s almost as if they are legally obliged to say sorry, while at the same time underplaying the scope. When you aplogize in the same sentence as you underplay what you did, it doesn’t come off as sincere, at all.
I’ll be watching the interview with popcorn, fully expecting NewEgg to dig a bigger hole.
Thanks for what you do GN.
Yeah, just covering their ass as usual
"We're terribly sorry that this happened.
We don't really think we're at fault but, we're terribly sorry and we will make sure this never happens again."
I think they have this shareholder mentality so deeply ingrained in them there's no second layer there. PR doesn't really know nor care about the actual customers, after all.
Calling it now, its just gonna be shitty excuse after shitty excuse
I was thinking this exact same thing, the email itself sounds exactly like PR spin meant for a large audience, not a personal heartfelt email response. There is a level of pure arrogance in their "small number of incidents" statement that makes me so angry I actually feel nauseated.
Realistically Newegg would never admit anything other than "it was an error" - anything else would paint them in a negative light. The fact that you're out there, bringing light to this and trying to hold companies like them accountable - so that they aren't systematically screwing over customers - is absolutely fantastic! Thank you!
See, that's where they are wrong. It paints them in a negative light in their refusal to admit fault. Customers respect honesty over legal deflection.
Did you pay $50 to highlight your message? I never seen this before.
So now you have to pay to have your comment read? That's sad.
@@RadicDotkey He didn't have to. Plenty of comments have been acknowledged by GN without money involved. Choosing to support an outlet you appreciate monetarily is the definition of "vote with your wallet".
Newegg will never admit to wrong doing and it's not because it would paint them in a negative light. If they admit anything other than "it was an error", it would open the flood gates to a class action lawsuit.
I'm just so stoked that you are moving to a new office! I still remember when you moved out of the wobbly table basement and were pulling cases stored in the attic
Thank you for bringing attention to this. I have been a long time customer of Newegg going way back but as others have stated the beginning of the end for their customer care was when the company was sold. It has never been the same since. I only shop there now when something I need is nowhere to be found elsewhere. Right now I'm sitting on store credit, for a return actually, and once I use that I'm done with them. Real change can only occur if we all take our money elsewhere and speak the only language that matters to any business. Dollars and cents.
Yelling at the geese was hilarious.
Man, this saga is unhinged. Thank you for being such an upstanding journalists. You've never chose the companies over your viewers. For sure going to the GN store after this video.
"Quiet on set! It's a scouting mission." Bwa ha ha! For Newegg, that was fowl. Great sense of humor!
I was afraid they were gonna lay more eggs
abort abort
Thank you for the reporting - I have never been to your site before, but stumbled on to it. I am not a gamer but the expereince sounded like something I have experience in another industry. It seems there must be a hidden "play book" that PR and companies exec use or share. By who I do not know, the expereience or incompetence may be just universal. Enjoyed the effort and clear reporting of how much effort went into an endevor like this. Never thought a youtube channel could be used so effectively ... hmmmm maybe it might work in my industry.
I mentioned this video and wrote to the email addr provided and even though my case was almost three years ago, they just offered me store credit. Newegg owes you kudos. From me, thank you!
Sending in the PR rep. I am very excited to see this discussion and how well the PR rep. can talk his way around the questions that Steve will have.
They will be very well prepared to say a lot of words with very little meaning at every tricky question. Their statement says it all. Take as little responsibility as possible then play it down as much as possible.
I mean they'd be idiots to not send their PR operative - it's literally their job. I don't know who else people would expect them to send.
@@maquettemusic1623 If I were GN, I would be requesting the manager in charge of the RMA department as well as the manager above them.
@@realdealsd The issue is far bigger than those people frankly, because GN has made it so public and is outing Newegg, not individual managers. If newegg put the blame on those managers individually they would be scapegoats for a wider culture issue within the business. This is why PR is involved - this is public media now, not a complaint.
@@maquettemusic1623 Yes but the PR dept are just spin doctors. They have no say on what happens going forward and are only going to say what people want to hear. No one is going to listen to them sidestep questions for howeverlong it takes and think anything good will come of it because they have absolutely nothing to add.
PR are what you throw at people when you want to whitewash a public problem or make something look as innocent as you can. They are not the people you send if you have any intention of doing things differently.
love the journalism keep up the great work
Awesome effort Steve and your sincerity is apparent in the way you have conducted all of this. It would be wonderful if they rectify their mistakes and negativity and I only hope you can achieve some closure on this issue.
I really appreciate that his channel is more than just a tech channel and does real journalism and is trying to effect positive change.
Affect.
NOT effect.
@@PSYCHOV3N0M Effect change is a verb phrase that means to bring about a different state of affairs. I understand that you are thinking "effect" is a noun and "affect" is a verb. But this is not the case here. The correct phrase is "to effect change". "Effect change" would be to create new changes, "to affect change" would be to modify changes already made.
Newegg is suspiciously scammy with the way they are treating RMAs
and you're realizing this just now? seems like bot behaviour
@@amashaziz2212 You're the bot!
@@mrjonesyyy just what another bot would say....
Hmm where have I seen this same quote before 🤔🤔
The Insitute from Fallout 4 made crow bot spies. And this video has spy birds. You guys must be the spy birds!!!111
Respect for doing this!!
This is great of you guys. Even though I haven't shopped at Newegg for a good few years now, I'm really interested to see how this is handled. Not only what a talking head from the company might say, but what real-world customer-focused action might take place after. Maybe in a year or two they'll have me back as a customer and back to recommending Newegg to all my home-business clients like I used to years ago. I genuinely hope so, I used to love Newegg. Or maybe they won't, and I'll continue shopping at Memory Express (who I'm not totally happy with either), and the dreaded Amazon when possible. Again, good on you guys both for bringing light to all of this and for giving them a fair fighting chance.
Love the backdrop. Always cool to get some video that aren’t in the studio.
but it is in the studio, you like the new animated backdrop? it's so lovely albeit a bit loud
I appreciate that Amazon can't be the only game in town. I agree with that. Thank you for amplifying their issues. Hoping for positive changes.
Not sure how it is on that side of the atlantic, but here I have at least 5-10 trustworthy stores besides amazon to choose from.
Damn. Content like this makes me feel so incredible to be a Patron for you guys. GET ITTT!
Thank you Steve and team for being the most informative, unbiased, and pro-consumer PC and tech resource out there!
I put in a large (for me) store order yesterday to say thank you and support your work, even though the shipping to Canada cost almost as much as the order itself (it looks like each item is being shipped separately with its own shipping charge; may want to fix that going forward.)
Keep up the great work! I appreciate that you hold these companies to task and call them on their BS, but also give everyone (even the companies doing scummy things) a chance to share their side of the story as long as they're acting in good faith. I wish all journalism was like this.
Ok I can see it as a process error where they can accidentally end up sending anything that was slated to be disposed of to a customer through the open box listing. The more concerning problem is when you send it back and it has that bleepin rma sticker on it and they still try to blame you the customer. That can not be taken any other way except malicious. They either saw the rma sticker, blamed you. Or they didn't even open it and still blamed you.
That "statement so far" does not address this part of the problem!
if it's not intentional then it was just plain laziness. I can see a new or inexperienced employee making a mistake but they just plain refused to help or look into it more closely even after all the emails and calls with customer service. That's what's the problem, that they're not listening to customer complaints.
@@Cornelius87 I’m not defending newegg as a company by the way, this crap needs to stop.
But think from another perspective.
It’s a huge company.
They can’t be responsible at the top for micromanaging everything.
I’m willing to bet many of these “returns” that shafted the customer never actually got escalated when the customer asked it to be.
I am a medical provider at a very large multi specialty group with many locations.
I have patients call to speak with me/leave a message.
we have 4 women who work the front desk in our department alone.
3 of them are great.
They take a message And relay it promptly to the provider it’s intended for.
The 4th is a useless sack of potatoes.
She literally just deletes voicemails, never relays any messages or calls.
She sucks.
We are trying to get her canned, but going up the admin ladder is tough as they are always in the ivory tower.
I’m just saying this could be what’s happening here.
It's such a breakdown of communication between departments. Also, there has to be more overseeing of the recertification process of used hardware that is being sold. Maybe even a final inspection with pictures right before shipping. That would solve a ton of this he said she said bull crap. Because right now you are automatically treated as a liar when you want to return something that was "recertified".
Even when a supervisor was on the help line he would not get on the phone to hear steves complaints and more or less says we keep chatting on the helpline or we are done with this conversation ...so yea smoke and mirror show coming up with a lot of sorry i can not comment on that or that is confidential information so no comment...be funny if they says oh you're recording this, sorry no recording of this meeting
Indeed it's multiple failures. Sending out a faulty item without inspecting it (made clear by the Gigabyte RMA sticker from NewEgg). Then on customer RMA not inspecting the item and accusing the customer of bent pins and thermal pate (again, considering this thing has a huge sticker on it from the NewEgg/Gigabyte RMA from BEFORE the sale stating exactly the problem and it not getting fixed. The third failure was sending the thing back with all the evidence of their incompetence. One failure is accepatble, two is not. This was either gross incompetence on multiple occasions or malicious. Either way, not a good look for NewEgg.
I'm slightly saddend that they're sending the PR buffer out to spin all over this. It means any response will be treated with all the credence of a politician not answering questions or making vague promises that are unlikely to be dealt with. I honestly would have hoped that if they were genuinely trying to make a change that they'd send someone who could actually enact that, not their BS dept.
Make them prove they've actually reached out to a "small" number of consumers that have been negatively impacted by their crappy return policies
And have them explain exactly how their internal policies have changed to make this impossible in the future. Insufficient to just vaguely say, "we changed our policies so this doesn't happen anymore."
I didn't receive ram I ordered, messages them for a refund they sent me a return label lol
Messaged back said I never got it, that's my problem.
They said they need to ram back to give a refund.
I never got shipping confirmation in the first place.
Yeah, I won't believe any changes to internal processes until they lose the scripted chat bots that frustrate the customer by repeating the same lines over and over to exhaust the customer into giving up on getting his money back. I don't care what NewEgg says, that is VERY MUCH intentional, so until they are more specific about the changes they're making, I don't believe a word of it.
Between you guys and UFD this whole saga is just gripping! Better than a TV drama but in all seriousness thank you for what you have done and continue to do
Keep up the good work. Although not sure there was a whole 11 minute video in this update.
Someone fire the copywriter that wrote that “apology” letter. That classic “very small number” sentence has been done to death and only serves to undermine the real problem and resent the customer. They don’t care at all. That letter is no genuine apology.
You guys are legit insane, in the best way possible.
not insane, just helping newegg shoving their feet in their mouth
Good luck with this and all you do! Good luck to everyone getting their customer service problems resolved!
You guys keep the tech journalism legit!!!!! Never stop
The fact that they're sending the Director of Public Relations instead of someone actually responsible for inventory management, RMA staff, etc, is quite telling. They want to fix the PR issue, not the problem within their processes.
No, its not. None of those people you list are trained to talk to the press. every company that exists would send someone from PR because that is literally their job. There is absolutely nothing telling or special about them sending someone from PR. I'm not defending newegg but this idea that sending people not trained to talk to press instead of people who are trained to talk to press is somehow better is very dumb.
@@Ma11Nas1y It is telling. In a non-positive, non-negative, completely neutral kind of way. (which is itself almost negative, to be honest)
If they sent their director of PR along with their director of operations, then that would be a much better duo. Just the PR guy is neither here nor there. Add in someone who has real power and authority over how the company does what it does... that would mean something.
This Right Here !
to be fair, this is exactly why you pay PR people to be a part of your staff... it would be ridiculous to put someone whose job is totally unrelated to media relations on this interview
@@Ma11Nas1y thats not the way either. As a company you should have top managers or executives already trained to talk in case you have a crisis scenario. PR should not be a spokesperson EVER. Thats one of the basics of PR.
This is one of the best pieces you have ever done in my opinion. We all appreciate the work you’re doing. This hits close to home for me. I’ve been screwed by Newegg.
100% this on all counts.
Thank you Steve for all your hard work!!!
Bought 3 things from NewEgg in the last 3 years, each time was a problem, from shipping to damaged goods. To get 100% failure rate is impressive at a certain point - even if you're not trying, it would be difficult to get 100% of orders messed up.
You’re fighting for the people and I appreciate it. Gods speed GN
Their entire excuse of "error" and "mistake" kind of falls apart when you look at the fact that not ONLY did they sell a motherboard they KNEW was broken already.
They had someone take the box after Steve sent it back and "inspected" it prior to issuing a refund and claiming he had broken the motherboard and was not entitled to a refund.
So not only did they KNOWINGLY sell a broken product, they had at least one other employee lie and say that Steve broken it when they have an RMA sticker right there prominently on the motherboard with dates clearly predating Steve ordering the thing!
That is also not to mention that if they tried to RMA it themselves, they should have a record in their system somewhere that says that this SKU with this particular serial # is broken and we attempted to RMA it back to Gigabyte.
That's too many "mistakes" for me to believe this is anything but clear case of consumer fraud.
Once you add to it all those other people who have sent E-Mails or commented on these videos or on Twitter with similar stories, this is not an "isolated incident", this is policy.
This conspiratorial thinking doesn't really make sense to me.
For one, the implication here is that Newegg as a whole is conspiring to screw over its customers. Who is deciding to screw people over, exactly? How benefit from it? Is it really a top-down conspiracy?
I seriously doubt it. What's more likely is that there are employees who are incompetent and simply not doing their job. In any case, there's a much more rational conclusion to come to than 'all the higher-ups at newegg *knew* they were screwing people over and didn't care.' It's much more likely they simply didn't know, and didn't care.
@@meatisomalley Manager pushing the employees to do it because they will get a bonus for good financial results. Could be even employees getting some benefits from it. Not reallly far fetched as I've seen worse things done to customers.
If it was only one case of this happening - ok someone made an opsie.
With how many records we have of similar things happening - that's not neglect or simple mistake.
@@meatisomalley Linus laid out the most likely scenario which is there probably some kind of employee or managerial incentive in the mix which pushes employees to put things up for sale in the open box section vs. just chucking it in the garbage.
This creates an environment for employees where perhaps they might put a knowingly broken $600 dollar motherboard in the open box section instead of the trash because it's going to help them reach some kind of quota. It's the returns departments problem after that, what do they care?
That's how you get systemic problems like this without it being a mustache twirling evil policy written in stone.
@@meatisomalley I doubt you can explain the whole thing with just incompetence, while they clearly knew the mb was broken(in the past video GN showed that the company who send mb to gigabyte service was affiliated win newegg), they got gigabyte's offer to fix it for 200$ and rejected. How is it possible that motherboard appeared on site again after arriving from gigabyte service? It wasn't just average customer return.
@@kAs1m360 Oh, it can be explained with just incompetence... sometimes people learn that being incompetent makes them more money... that's still malice in my books though!
Never realized how lucky I was having a micro center a few miles down the road. Always been a good experience with them. Especially the open box OMEN PC with a 1080ti I bought one time, where the 1080ti alone was selling for more than I got the entire computer for. And it was just a floor model for a few months so it was perfect.
this is pure GOLD 4:37 ; and then you cameramen zoom in lmao
Am I the only one thinking Newegg will try to blame COVID conditions as much as possible? I hope you guys are prepared to dismiss this and other cheap, fast excuses and hold them accountable as the serious business they are.. A very lucrative, non consumer friendly business.
COVID is something that everyone blames. It's not an excuse anymore because they've had time to adjust and adapt to COVID. It's been 2 effin years!
@@itsmznatnatbitchez still flattening the curve
The followup is important to us, too. Godspeed GN Team, thank you for doing this critical work
Stuff like this is so damn wonderful for both commercial and consumer communications. Thank you so much for applying pressure on companies to either put up or shut up when it comes to their products and services. I support this 💯 %
Love your channel, you guys are amazing!