Newegg.com
Customer Complaint
Hello. This is an egg-terrible experience. Your new business model makes no sense. I am trying to order 2 Western Digital Hard Drives. These particular hard drives are designed for “server” application, as opposed to desktop PC use. Most servers utilize RAID technology for redundancy, to mitigate data loss. I tried to order a pair of these drives today, PN N82E16822136579. The web site alerted me I am restricted to 1 per customer. With this particular product, it is typical for 2 or more to be ordered at a time, again for RAID. It would be like Walmart restricting a customer to purchasing only 1 sock at a time. We use socks in pairs as we have 2 feet. Some things just do not sell logically one at a time. I sought assistance via online chat support.
I was told "Yvette: Hello, *****. We would be glad to assist you with that. In our efforts to best distribute our more popular products evenly to our vast customer base, a quantity purchase limit has been placed on this item restricting the quantity amount that can be purchased in a 'cool down' period of 48 hours. You may place another order for the item after 48 hours of submitting your first order. Please kindly note that if two accounts have the same billing/shipping/payment information, the two accounts would be considered belonging to the same customer so the quantity limit still applies."
Ok, there are a number of serious problems with this logic, let me share the top 2 with you. 1). What if Newegg became out of stock in two days and I get stuck with only the 1 drive, which is useless to me. 2). If you sell them, why do you care? Order more. If they are selling too fast, raise the price. This is basic supply and demand economics. I cannot believe you are rationing these out one at a time! There is absolutely no logic to the policy, especially when applied to products that are typically bought in quantities of 2 or more. This pretty much burns me, a loyal customer of many years now, and I plan to spread the word on every Internet forum I can about my experience with Newegg this year as well as my radio program here locally. Is Newegg.com at all interested in preserving this customer relationship?
Sales Support Online Chat
Yvette: Hi, my name is Yvette. How may I help you?
Customer: yes
Customer: hi
Customer: I am trying to place an order for 2 Western Digital Hard Drives
Customer: N82E16822136579
Customer: These are for a server, RAID, which I require 2 drives
Customer: The newegg web site limits me to 1, saying "limit 1 per customer"
Customer: Well that makes no sense, as these are "server" drives and most server application
uses RAID
Customer: so, what gives?
Yvette: Hello, Derek. We would be glad to assist you with that. In our efforts to best distribute
our more popular products evenly to our vast customer base, a quantity purchase limit has
been placed on this item restricting the quantity amount that can be purchased in a 'cool
down' period of 48 hours. You may place another order for the item after 48 hours of
submitting your first order. Please kindly note that if two accounts have the same
billing/shipping/payment information, the two accounts would be considered belonging to
the same customer so the quantity limit still applies.
Customer: Yeah, again, this drive, as per the description is designed for "server application" -
that means the likely use of raid.
Customer: It is a product that pretty much lends itself to being ordered in pairs
Customer: I want 2 from the same lot, helps reduce raid related issues
Customer: Someone "non-technical" at newegg must have placed the limit on this one.
Customer: Can I get a sales rep to push 2 of these through for me please?
Customer: You wouldnt buy your socks 1 at a time? Oh your other foot must go without a sock
until tomorrow
Yvette: We are sorry since we are unable to make an exception. Customer could only purchase
1 within 48 hours. Alternatively, you could use a different account to purchase the
item with a different billing and shipping address.
Customer: Maybe if I was wealthy and had a second home to ship it to eh. And, you are quoting me
a policy and then suggesting a way to circumvent it? I can't believe what I am reading!
Customer: newegg.com is going to look pretty foolish when I post this online. It is like Walmart
selling only 1 sock at a time, which they wouldn't do for obvious reasons. Why are you
doing it?
Customer: Yvette, can "you" see how stupid this policy is for this particular product?
Customer: You want me to buy 1 now, and risk them being out of stock 2 days from now. 1 drive
is,,,, and I cant stress this enough, USELESS for a RAID SERVER application
Yvette: We are sorry but we are unable to make an exception to this rule.
Customer: Well I want to submit a formal complaint. Please provide me with contact information
for a supervisor.
Yvette: If you would like, you could email to this email address: Serina.Y.Zhao@newegg.com .
Customer: I have been a newegg customer for many years. This is the first time I have had to
deal with such ignorance in a policy. This is completely dumb. What a stupid policy.
The drive is designed for SERVER application. People are going to want these in pairs
or 3 for servers because servers typically utilize RAID. Do you know what I am talking
about? Do you know what RAID is?
Customer: I do not understand this rationing like this is the former soviet union or something.
If the drive is sooo popular, raise the price. it is called supply and demand
economics. I am willing to pay more if I can JUST ORDER 2 OF THEM.
Customer: What kind of lame brained business model do you have now at newegg! I hope it is your
undoing! I hope newegg.com crashes and goes out of business. Communist rationing of
goods does not work in the free market.
Yvette: We are really for this but we are unable to change the limit quantity. If you would like,
you could email my supervisor: Serina.Y.Zhao@newegg.com . Thank you.
Customer: You Yvette, are not a free thinker.
And what good would it be to email one limited English speaking outsourced overseas support agent about the failure of another overseas support agent or thoughtless policy? I have been dealing with Newegg since they were just a small eBay store, before they became big and impersonal. Newegg now malfunctions, much like Windows 8, too big and out of touch. There are now very competitive alternatives to Newegg and I plan to avoid doing business with Newegg.com from now forward.
Newegg.com can suck an egg!
Eggcellent Alternative
Amazon.com had the same model hard drive for the SAME PRICE, and the order included FREE SHIPPING. Not only did Amazon.com allow the order of 2 drives at the same time, for the same price, there was no shipping charge.
Western Digital RE4 WD2003FYYS 2TB 7200 RPM 64MB Cache SATA 3.0Gb/s 3.5" Internal Hard Drive -Bare Drive
$179.99
WD2003FYYS
Do not shop at newegg.com. Customer service stinks and the human factor is gone. Avoid Newegg.com.
An amazing alternative to newegg is Amazon.com. Amazon.com is competitive, has customer reviews, and often offers free shipping were Newegg charges for shipping. Amazon.com does not ration out their products, you are able to order in quantity.
Shop at www.amazon.com
