Newegg - Danielle Huff The worst customer service representative I have ever encountered. ripoff Whittier California

For the record Newegg does train new reps and actually has them answering calls while they are in training. At times the information they may give someone may not be as accurate. There may be a chance that this caller received a "newbie" on the floor when he called in the first time. I'd also like to let all know that all calls are placed on a caller's que and all reps have to shorten their calls to under 4 minutes and are pressured to take at least 80 calls a day or they can be fired. So the pressure is on, stress etc to end the call fast.

I am very surprised at this. At the time, I had worked for Newegg for about 6 months and this happened in January (which is one of the busiest times due to the holidays, returns, etc.) Honestly, it was so long ago that I do not remember the situation, but I know I always did my best to help every customer I spoke with. As a new customer service agent for Newegg (or any company, I suppose), you only have a certain amount of control in the situation. The customer service agent cannot do much to rush an RMA (other than changing the method of return shipping and adding notes to the RMA dept.), the information must be forwarded to a supervisor and the supervisor must rush the RMA by contacting the RMA department directly.

For software returns, the product must be inspected before a replacement can be sent. I guess it is bad to assume that once the information is passed to a supervisor, everything will be taken care of. That was most likely the mistake in this situation. Then again, it cannot be assumed that it was the fault of the supervisor, as there are many departments involved in a situation like this. I ended up working for Newegg for about a year and a half.

My last position there was as a Quality Assurance Monitor. I was given the position of a Quality Assurance Monitor because I was intent on making sure all agents were providing quality customer service. No company is perfect, but Newegg really does strive to be the best in customer service. Unlike most companies, they do not teach their agents to say no to customers, they teach them to fight for the customers and do everything possible to satisfy them. I apologize for my mistake, but please remember that I am only human and I in no way intended to provide you with poor customer service. In any case, I feel it is wrong to put someone's name out there for all to see with such malice.

I have to say that Jason was in the right and the disc was fine, although even my computer technician did not know it. After I called the manufacturers of the CD I learned that it was in fact a DVD (no place on the package or on the CD that I could see was this stated) and it would only run in a DVD rom. Well we have over 40 computers here and only 2 with DVD Roms, so the technician transferred the program to our server where I was able to download the program. Jason and Newegg were honest and truthful. To us the disc looked blank because the CD Rom couldn't read it. Even our computer technician had not ever run into this before so it was a honest mistake on our part but I am so pleased to have this resolved and I did call and apologize to Jason at Newegg.com.

I went through this same song and dance with a brick and mortar vendor. I believe it was the "Oblivion" game disk, but this same scenario may be true for other disks/programs. I am using Windows XP SP2, all updates present.

The first disk showed only two files in Explorer and would not install. I took the first disk back as defective and was given another without question. When I got the second disk home I could still find only two files on the whole disk and, again, it would not install. I took it back and asked the vendor to let me watch them install this game on one of their own computers.

It installed beautifully and their computer saw a lot more than two files. So began my quest to find out how my computers were different than theirs.

Finally after much head-banging, swearing and sweating I tracked my problem down to Roxio Easy Media Creator 7.

My son's computer with Nero reacted the same way; couldn't read this disk. It seems that these bloatware programs in their insistence on taking over every corner of your computer overwrite the original Windows ASPI drivers. By doing this, they render some disks unreadable by your computer.

After uninstalling the offending program (Roxio) I had no trouble reading and installing the disk. So, I have left the Roxio program out of my computer and will not ever reinstall it. They are too "bossy" and caused me much headache.

Try this if these certain conditions are present in your operating environment and let us know. It may not be NewEgg and they are not necessarily lying to you. Operating environment variables may be the culprit.

I went through this same song and dance with a brick and mortar vendor. I believe it was the "Oblivion" game disk, but this same scenario may be true for other disks/programs. I am using Windows XP SP2, all updates present.

The first disk showed only two files in Explorer and would not install. I took the first disk back as defective and was given another without question. When I got the second disk home I could still find only two files on the whole disk and, again, it would not install. I took it back and asked the vendor to let me watch them install this game on one of their own computers.

It installed beautifully and their computer saw a lot more than two files. So began my quest to find out how my computers were different than theirs.

Finally after much head-banging, swearing and sweating I tracked my problem down to Roxio Easy Media Creator 7.

My son's computer with Nero reacted the same way; couldn't read this disk. It seems that these bloatware programs in their insistence on taking over every corner of your computer overwrite the original Windows ASPI drivers. By doing this, they render some disks unreadable by your computer.

After uninstalling the offending program (Roxio) I had no trouble reading and installing the disk. So, I have left the Roxio program out of my computer and will not ever reinstall it. They are too "bossy" and caused me much headache.

Try this if these certain conditions are present in your operating environment and let us know. It may not be NewEgg and they are not necessarily lying to you. Operating environment variables may be the culprit.

I went through this same song and dance with a brick and mortar vendor. I believe it was the "Oblivion" game disk, but this same scenario may be true for other disks/programs. I am using Windows XP SP2, all updates present.

The first disk showed only two files in Explorer and would not install. I took the first disk back as defective and was given another without question. When I got the second disk home I could still find only two files on the whole disk and, again, it would not install. I took it back and asked the vendor to let me watch them install this game on one of their own computers.

It installed beautifully and their computer saw a lot more than two files. So began my quest to find out how my computers were different than theirs.

Finally after much head-banging, swearing and sweating I tracked my problem down to Roxio Easy Media Creator 7.

My son's computer with Nero reacted the same way; couldn't read this disk. It seems that these bloatware programs in their insistence on taking over every corner of your computer overwrite the original Windows ASPI drivers. By doing this, they render some disks unreadable by your computer.

After uninstalling the offending program (Roxio) I had no trouble reading and installing the disk. So, I have left the Roxio program out of my computer and will not ever reinstall it. They are too "bossy" and caused me much headache.

Try this if these certain conditions are present in your operating environment and let us know. It may not be NewEgg and they are not necessarily lying to you. Operating environment variables may be the culprit.

I went through this same song and dance with a brick and mortar vendor. I believe it was the "Oblivion" game disk, but this same scenario may be true for other disks/programs. I am using Windows XP SP2, all updates present.

The first disk showed only two files in Explorer and would not install. I took the first disk back as defective and was given another without question. When I got the second disk home I could still find only two files on the whole disk and, again, it would not install. I took it back and asked the vendor to let me watch them install this game on one of their own computers.

It installed beautifully and their computer saw a lot more than two files. So began my quest to find out how my computers were different than theirs.

Finally after much head-banging, swearing and sweating I tracked my problem down to Roxio Easy Media Creator 7.

My son's computer with Nero reacted the same way; couldn't read this disk. It seems that these bloatware programs in their insistence on taking over every corner of your computer overwrite the original Windows ASPI drivers. By doing this, they render some disks unreadable by your computer.

After uninstalling the offending program (Roxio) I had no trouble reading and installing the disk. So, I have left the Roxio program out of my computer and will not ever reinstall it. They are too "bossy" and caused me much headache.

Try this if these certain conditions are present in your operating environment and let us know. It may not be NewEgg and they are not necessarily lying to you. Operating environment variables may be the culprit.

Newegg.com returns my disc to me. The representative, Jason, said there was nothing wrong with it, in fact, he says, he had the technician show him that the disc worked correctly as he had to see for himself. Well, guess what, it is a blank disc so no one could have run it. I found this out today when I again tried it and it did not work, finally I called our computer tech and asked him to try it in various computers that were not Dell, he does and gets the same error message as I do which says there is not a disc in the drive. He looks at it using the ms dos prompt then he tells me it is a blank disc.

At this point I feel perfectly justified in complaining about this company's agents. It has been 2 specific agents that have both lied to me. I am going to file with the BBB and Attorney Generals office for CA. I would also like to get an email for officers of this company. I thing I will be dealing with Enfocus directly at this point but really would like there to be some penalty to these 2 people.

It was apparent she did not do anything because she sent me an email saying she was rushing it through and I would have it the next day or the day after and I did not get it or hear from her. When I contacted her she acted like she had forgotten all about it. In any case it took 7 business days, not the 3 to 5 that is normal because this disc did not get into the hands of a technician until the 5th day. I received an email on the 5th day saying a technician was going to check the item and that it would be a 3 to 5 days process then again on the 6th day saying the same thing. On the 7th day, after my complaint was received by Newegg.com, I received a call from them that they were rushing my disc to me and I will have it today, which is the 8th business day.

So by telling me I would have it tomorrow or the next day, 4 business days ago was a lie. I disagree with you regarding the idiotic comment but do wish I had not left her name as I cannot find a way to edit it out, although I do have emails from her backing up what I am saying in this complaint I'm concerned that I name her.

In conclusion, they did come through in the long run but it was a long process, the irony of this is they told me the disc ran fine on their computers and are returning it to me to try to get at the program in a different manner as they tell me sometimes programs won't auto run on Dell computers. I tried this software on 2 computers, both Dells and did go to run and browse but the disc was empty. They are good enough to say they will refund my money if I still cannot run it but I will contact Enfocus if that is the case and leave Newegg out of it at this point.

I think it was good of them to offer that and would purchase from them again as one bad CS rep experience does not necessarily reflect on the whole company and they cared enough to contact me and next day air my product back to me.

I think if Danielle had told me up front the deal with software and how long it would actually take, I would not have been happy but would not have felt negatively about her CS skills or Newegg.com. Bottom line, Customer Service agents need to be honest with customers.

I see your point in rushing it there, and not getting the desired affect. But it seems your abusing someone who did nothing wrong here.

There is no way for her to overpass a 3-5 day process, as I'm sure its part of her companies policies.For all you know she could have put you at the front of the line for that process? Right?
You say it's apparent she hasn't done a single thing to rush it, but how do you know? Your just assuming because it isn't what you want to hear.
You were told no lie, the only way she lied is if she gave you a SPECIFIC date you can expect, which I'm sure she didn't.

Attacking this woman by name and the companies training is frankly idiotic. No company returns CD's without a certain process due to fraud with software. If you need something to be in ur hands immediately, dont order from an online store. It's simplicity.