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After getting a little egg on the face, Newegg works to ensure that customers receive their 20% cash back bonus

DailyTech broke the news last week that Newegg's Holiday promotion, which was co-sponsored by PayPal, didn't go exactly as planned. The promotion was originally scheduled to run from November 26 through November 28, but was abruptly pulled from Newegg's website after just a few hours of activity.

Newegg staffers worked the EggXpert forums to calm angry customers and even offered free gifts to those that were dazed and confused by the misinformation and lack of an official response from Newegg.

The wait is over, and Newegg has finally broken its silence on the matter. The company reports that the promotion far exceeded what they expected with roughly 16,000 ordered being taken during the short time the promotion was active. As a result, the funds allocated for the promotion was quickly depleted which led Newegg to end the promotion without warning.

"Unfortunately, some of our valued customers were in the process of making purchases and still under the impression that the promotion was in effect, and may have been inconvenienced or not received an expected benefit," said Newegg's Vice President of Merchandising, Bernard Luthi, on EggXpert's homepage.

Luthi went on to say, "Newegg prides itself on always providing the highest level of customer service. Customer satisfaction is our primary mission. As a result, Newegg will review all purchases made utilizing PayPal between 2:30-5:30 P.M. (PST) on Monday, November 26th and apply the "20% off, up to $50" to each customer placing an order using PayPal during that time period."

It appears that as long as your order was placed before 5:30 PST on November 26, you should have no trouble receiving the 20% cash back reward (up to $50). It is unclear, however, who will be footing the bill for the additional purchases: Newegg, PayPal or both.

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This doesn't suprise me
By PitViper007 on 12/7/2007 12:18:16 PM , Rating: 5
Newegg is one of the best E-tailers out there. If I've had a problem with something I've gotten from them, they've ALWAYS stood behind it and made sure I was satisfied. Kudos to Newegg for coming through again.

RE: This doesn't suprise me
By bravacentauri83 on 12/7/07, Rating: 0
RE: This doesn't suprise me
By Spuke on 12/7/2007 1:07:41 PM , Rating: 5
Wish that was the case with me and a new digital camera I bought over a year ago.
Some people can't be satisfied.

RE: This doesn't suprise me
By kilkennycat on 12/7/2007 2:32:20 PM , Rating: 5
Why ??

Did you drop it and Newegg refused to exchange it? Or what?

If you wish to make public complaints against a vendor, then at least be gracious enough to give specific facts about your complaints.

RE: This doesn't suprise me
By Parhel on 12/7/2007 10:45:28 PM , Rating: 4
at least be gracious enough to give specific facts about your complaints.

. . . otherwise, we'll make them up for you.

You forgot to add that part.

RE: This doesn't suprise me
By Locutus465 on 12/7/2007 12:32:17 PM , Rating: 2
Honstly I'm of the opinion that this is still poorly handled. They promised their customers the sale would run from the 26th to the 28th... Then when they realize how completely they screwed up they just turn around and say "my bad, I guess we'll knock off 2 full days of that and a portion of the first".

RE: This doesn't suprise me
By SanLC504 on 12/7/2007 12:53:40 PM , Rating: 5
If by "they," you mean Newegg, then you are sorely mistaken. This was PayPal's deal, PayPal was going to reimburse 20% up to $50 as long as you paid with PayPal. PayPal told Newegg that it would last three days, not three hours. Newegg wasn't the only one to advertise the promotion. Newegg was probably told by PayPal to spread the word, and they did so through e-mail and web advertisements.

Like I said before on the other page, Newegg didn't have to reimburse anyone. They could've said, "Well, it's PayPal's fault, go knock on their door," much like what PayPal is doing now.

In my experience, Newegg is always ready to go an extra step to make sure the customer is satisfied. PayPal is always ready to freeze your checking accounts if you complain about someone's shady service on eBay. Guess who I'm likely to side with on this argument?

RE: This doesn't suprise me
By fic2 on 12/7/2007 1:00:55 PM , Rating: 5
I have to agree. PayPal sucks. Ebay sucks. I bought a DVD on ebay and was sent a conterfeit. Complained to both paypal and to ebay. Both are still "investigating". I posted a negative review on ebay of the seller. It was taken down.

I would say with 99% certainty that it is newegg going the extra mile.

RE: This doesn't suprise me
By BladeVenom on 12/7/2007 1:59:51 PM , Rating: 2
Complain to the MPAA. Maybe they'll sue the seller or send the FBI after them.

RE: This doesn't suprise me
By Golgatha on 12/7/2007 2:11:16 PM , Rating: 5
No, they only sue their paying customers. No need to go after the real criminals (mass fabricators in China et. al.) when you can just further fleece the folks who pay your salary.

RE: This doesn't suprise me
By RjBass on 12/8/2007 1:15:08 AM , Rating: 2
Well said. I wish I could rate you up more.

RE: This doesn't suprise me
By MADAOO7 on 12/7/07, Rating: -1
RE: This doesn't suprise me
By enlil242 on 12/7/07, Rating: -1
RE: This doesn't suprise me
By tallcool1 on 12/7/2007 1:15:33 PM , Rating: 5
If by "they," you mean Newegg, then you are sorely mistaken. This was PayPal's deal

It may have been a PayPal promotion, but it was through Newegg. If newegg was advertising the promotion to buy stuff on their site and get discounts for 2 full days (up to $50), they (paypal AND newegg) did not honor that special. Both are accountable IMHO.

It may have been Paypal misleading the public and/or newegg, but newegg doesn't get a free pass on this either. Newegg management should have ensured that paypal would be able to commit to the contract, and if not, then they should pick up the tab for the remaining time on the special, in this case 2 full days. Later, newegg can sue paypal for breach of contract if they so desire.

RE: This doesn't suprise me
By mindless1 on 12/10/2007 10:23:52 PM , Rating: 3
It doesn't matter the tiniest bit whose promotion it was, because it was Newegg that advertised it to entice sales.

Similarly, if Newegg advertisesa product costs $100, it doesn't matter who manufactured the product. Really! It seems the only people sorely mistaken are those that think anything Paypal did matters. Paypal can pull the rug out from under Newegg at any moment and Newegg's resolution is through paypal, while the customer's is through Newegg.

Newegg did have control of what ads ran on their site and their emails. The moment that the funds ran out they had a basic requirement to put up notice and stop Paypal payments until this change in terms had been agreed upon by the customer making the purchase.

The nonsense about "while supplies last" doesn't cut it. You don't go to a store, see a price on a shelf and take it up to the register only to be told "you don' get what we advertised because we just decided we weren't making enough money if we sell it to you now". EVERYTHING is always "while supplies last", whether it be a Newegg deal or putting change into a newspaper machine to get one. Stating a date makes all the difference and that was what Newegg did to it's customers.
Paypal may owe Newegg something, or may not, but Paypal was not selling the product, the discount was a term of the sale, the seller being Newegg.

It's amazing how some people get confused about what is a very simple matter. Term of sale. Period.

RE: This doesn't suprise me
By nowayout99 on 12/7/2007 12:33:31 PM , Rating: 2
They tried (on the cheap-side), but it's still unfortunate that people are getting screwed even with NewEgg's offer.

RE: This doesn't suprise me
By afkrotch on 12/8/2007 8:11:58 AM , Rating: 2
Who's getting screwed? All 16,000+ users who made a purchase, using paypal, during the promotion are getting their 20% (up to $50).

Sure the promotion didn't last as long as intended, but that was Paypal's fault for that. It was also Newegg's fault for not placing a disclaimer saying "Promotion may end at anytime."

RE: This doesn't suprise me
By TomZ on 12/7/2007 12:47:14 PM , Rating: 2
Newegg is one of the best E-tailers out there.

Newegg fanboy. :o)

RE: This doesn't suprise me
By PitViper007 on 12/7/2007 1:48:10 PM , Rating: 5
Based on the service I've received from them? Darn Tootin' I am.

RE: This doesn't suprise me
By kilkennycat on 12/7/2007 2:40:04 PM , Rating: 4
Me too. 100%. After 4+ years of doing several $$thousands of personal business with Newegg. Even to the extent of them willingly paying return-freight and cross-shipping by 2nd-day air an immediate replacement of a then-rare enthusiast motherboard that was damaged in packaging at the manufacturer.

RE: This doesn't suprise me
By vanka on 12/7/2007 3:48:50 PM , Rating: 2
Same here, I buy all my PC stuff at NewEgg; their commitment to customer service cannot be matched by any other PC retailer/e-tailer. The one time I ever felt screwed (I had placed an order on a Friday afternoon and got it the following Thursday with 3-day shipping) and complained on; I got a response from a NE customer service rep the very next day. The complaint hadn't even posted yet.

After explaining why it took so long for me to receive the order (ordered after their closing time, processed/shipped Monday, received Thursday); he didn't give me the "we didn't do anything wrong, not our problem" line. I was reimbursed for my shipping charges, received a few small gifts, and got $30 credit for my next order; all for something that wasn't NE's fault. They won my repeat business (and most of the people's who take my advice) with that gesture of good will.

Now when I shop for PC stuff and I find some e-tailer based in Brooklyn or who-knows-where that undercuts NE by $5; it's a no-brainer, I go with the company I trust. So, yes, I'm a NE fanboy too.

RE: This doesn't suprise me
By kmmatney on 12/7/2007 6:19:00 PM , Rating: 2
Between work and home, I have 11 pages of orders on NewEgg (just searched my invoice list and pasted into Excel) totally $21,739.58!! I've only had to ever return one item, and that was handled without issue. SO yeah, NewEgg rocks.

RE: This doesn't suprise me
By KeypoX on 12/9/2007 4:06:16 PM , Rating: 2
newegg started going down couple years ago... they havent been the best for while now. But thats how it works really someone is the best then everyone finds out about them and then they raise prices lower standards and the originals move on to the next.

RE: This doesn't suprise me
By bigboxes on 12/7/2007 3:42:45 PM , Rating: 2
Count me in as well. Even if they aren't the cheapest (thought they usually have great prices) I can always count on the Egg to take good care of me. Sure, they have made me mad at times, but as soon as I voice my displeasure they have responded in a fair manner (within reason) and kept me satisfied. 5 star if you as me. Companies like Newegg are rare in this day and age.

RE: This doesn't suprise me
By frobizzle on 12/7/07, Rating: -1
RE: This doesn't suprise me
By TomZ on 12/7/2007 4:43:02 PM , Rating: 4
It was a joke, obviously missed by certain "downraters." I thought it was funny that anybody who says anything positive about Microsoft, Intel, Sony, AMD, Apple, etc. are immediately branded a "fanboy," but people can gush here all day long about Newegg and somehow that's different.

FYI, I'm a fanboy for the facts, and most of the pro-Microsoft message you pick up in my messages is because I take the time to clear up the FUD people spew about the company. Really I'm pretty neutral to all the big tech companies (and Newegg).

RE: This doesn't suprise me
By Rike on 12/7/2007 4:59:04 PM , Rating: 2
Facts are good. We can always use more facts.

Everybody seems to have an opinion, unfortunately not everyone forms those opinions after consulting available facts.

RE: This doesn't suprise me
By LostInLine on 12/7/2007 6:38:15 PM , Rating: 2
I order at about 2pm when they still had banners of the sale. I checked out with painpal, the transaction completed on the newegg side with the painpal login. That was it. No conformation of payment ever (net even on the painpal site).

Late monday, Newegg support said the payment did go through and i had to order again. I didn't argue since it was late and the last day of a rebate that was worth more than the 20%.

I definitely think the egg could have handled it better on the day of.

RE: This doesn't suprise me
By INeedCache on 12/7/2007 6:47:10 PM , Rating: 2
Newegg needs to get rid of that restocking fee, or lower it substantially. That's a rip-off. Especially if you want to just send an item back for a different one.

"Nowadays you can buy a CPU cheaper than the CPU fan." -- Unnamed AMD executive
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