order placed on Dec 12th 12/17/2008 08:00:00 IN-TRANSIT SCAN CALGARY, AB, CA 12/17/2008 07:53:00 ARRIVAL SCAN CALGARY, AB, CA 12/17/2008 06:27:00 DEPARTURE SCAN SIOUX FALLS, SD, US 12/17/2008 06:00:00 LATE AIRPLANE[X] SIOUX FALLS, SD, US 12/17/2008 05:42:00 ARRIVAL SCAN SIOUX FALLS, SD, US 12/17/2008 04:39:00 DEPARTURE SCAN LOUISVILLE, KY, US 12/17/2008 00:01:00 LOCATION SCAN LOUISVILLE, KY, US 12/16/2008 23:54:00 LOCATION SCAN LOUISVILLE, KY, US 12/16/2008 23:47:00 UNLOAD SCAN LOUISVILLE, KY, US 12/16/2008 14:45:00 ARRIVAL SCAN LOUISVILLE, KY, US 12/16/2008 08:10:00 DEPARTURE SCAN ONTARIO, CA, US 12/16/2008 02:05:00 ORIGIN SCAN ONTARIO, CA, US 12/15/2008 20:57:20 BILLING INFORMATION RECEIVED[M] $40 in shipping for and $11 item Copy Print Exit 10:02:52 AM Russ Initial Question/Comment: Service 10:02:57 AM System Jeremy has joined this session! 10:02:57 AM System Connected with Jeremy 10:02:57 AM System Hello my name is Jeremy. How may I help you today? 10:03:09 AM Russ i have a question regarding my order 10:03:42 AM Russ we paid for expedited air shipping and we still havent received the product 10:04:01 AM Russ it shipped several days after it was ordered and then it took a route through the US 10:04:26 AM Russ 12/17/2008 08:00:00 IN-TRANSIT SCAN CALGARY, AB, CA 12/17/2008 07:53:00 ARRIVAL SCAN CALGARY, AB, CA 12/17/2008 06:27:00 DEPARTURE SCAN SIOUX FALLS, SD, US 12/17/2008 06:00:00 LATE AIRPLANE[X] SIOUX FALLS, SD, US 12/17/2008 05:42:00 ARRIVAL SCAN SIOUX FALLS, SD, US 12/17/2008 04:39:00 DEPARTURE SCAN LOUISVILLE, KY, US 12/17/2008 00:01:00 LOCATION SCAN LOUISVILLE, KY, US 12/16/2008 23:54:00 LOCATION SCAN LOUISVILLE, KY, US 12/16/2008 23:47:00 UNLOAD SCAN LOUISVILLE, KY, US 12/16/2008 14:45:00 ARRIVAL SCAN LOUISVILLE, KY, US 12/16/2008 08:10:00 DEPARTURE SCAN[I] ONTARIO, CA, US 12/16/2008 02:05:00 ORIGIN SCAN[I] ONTARIO, CA, US 12/15/2008 20:57:20 BILLING INFORMATION RECEIVED[M] 10:04:26 AM Jeremy Let me look into this for you. One moment please . . . 10:05:27 AM Jeremy The UPS expedite shipping to Canada takes 4-9 business days. 10:06:25 AM Russ that is unacceptable 10:06:39 AM Russ i didnt order this from newegg.com 10:06:48 AM Russ i ordered it from newegg.ca 10:07:37 AM Jeremy Please kindly note that currently we only have warehouses in U.S. and all items are shipped from U.S. to Canada. 10:08:08 AM Russ does it indicate that anywhere in the order screen? 10:09:32 AM Jeremy We are sorry for the convenience, there should be any indication on the shipping method selection screen. 10:11:12 AM Russ unfortunately there is a link at the bottom for a popup that must be clicked to see the shipping procedures(most reputable online retailers have the eta information on the line where you select the shipping method) 10:12:34 AM Russ so i paid over $40 to have an $11 item shipped air and it still takes 4-9 days 10:13:04 AM Russ not very impressive for my first purchase from a company that is trying to start out in canada 10:13:40 AM Jeremy According to the UPS website, they suffered adverse weather condition in Calgary. 10:14:05 AM Jeremy I'm sorry, I will refund $10.00 to you for courtesy. 10:14:51 AM Russ there is no indicating of a weather delay in the tracking 10:15:22 AM Russ it never even left south dakota until this morning 10:16:17 AM Russ i would appreciate a credit to reduce the amount to at least the regular shipping price 10:16:40 AM Russ as standard delivery is 5-10 days 10:16:41 AM Jeremy I'm sorry, the shipping cost is determined by UPS solely. 10:17:03 AM Russ and i am receiving my product in that window 10:17:35 AM Jeremy As I know, the standard shipping is 5-10 days and expedite is 4-9 days. 10:19:50 AM Jeremy I will issue $10.00 credit to you and that's all I can help you right now. Once the order has been shipped, UPS is responsible to deliver it in a timely fashion. 10:20:10 AM Russ i would like a customer service supervisor to contact me to resolve this issue 10:20:55 AM Jeremy OK, just a second please. 10:23:00 AM System Eveline has joined this session! 10:23:15 AM System Jeremy has left this session! 10:23:15 AM System The session has ended! Send Session ID: 137350 Copy Print Exit 10:24:10 AM Russ Initial Question/Comment: Service 10:24:40 AM System A Customer Service Representative will be with you in a moment. 10:24:45 AM System Serena has joined this session! 10:24:45 AM System Connected with Serena 10:24:45 AM System Hello my name is Serena. How may I help you today? 10:25:05 AM Russ i was online with jeremy and eveline and when jeremy left the session ended 10:25:40 AM Serena We apologize he should have some problem with the PC. 10:25:50 AM Serena I will take care of you. 10:26:17 AM Russ i need to speak with a customer service supervisor/manager 10:27:05 AM Serena May I please ask what the problem is? Maybe I can help you with that. 10:27:50 AM Russ “Previous transcript inserted here for next agent” 10:29:40 AM Serena Thanks for the information. I am reading that, would you please hold on for a while? 10:30:00 AM Russ ok 10:32:55 AM Serena Thanks for holding. We apologize again for the unfavorable circumstance. If you need, I will transfer this chat to a supervisor. 10:33:03 AM Russ thank you 10:33:35 AM Serena Anytime. One moment please... 10:34:36 AM System You are being transferred to another Agent. Please stand by... 10:34:36 AM System Serena has left this session! 10:34:41 AM System Alma has joined this session! 10:34:41 AM System Connected with Alma 10:35:41 AM Russ hello? 10:35:46 AM System You are being transferred to another Agent. Please stand by... 10:35:46 AM System Alma has left this session! 10:35:51 AM System Lex has joined this session! 10:35:51 AM System Connected with Lex 10:36:07 AM Russ hello? 10:36:36 AM Lex Hi Russ, this is Serena's supervisor, how may I assist you with? 10:37:17 AM Russ i requested to speak with a supervisor in order to resolve an issue i was discussing with a previous re before being disconnected 10:37:32 AM Russ i will paste the transcript “Previous transcript inserted here for next agent” 10:41:31 AM Lex Just a moment please.. 10:41:40 AM Russ thanks 10:42:16 AM Lex You are welcome. 10:45:11 AM Lex Well, UPS Expedited does take up to 9 business days for shipping. 10:45:36 AM Russ yes but the issue is that the details are not obvious 10:46:20 AM Russ its unacceptable to pay $40 for expedited air and then receive a product in the same time that standard ground would have taken to arrive 10:46:35 AM Russ especially on an $11 product 10:46:56 AM System Your agent has been disconnected from the system, you are now being transferred to your original queue. Please stand by... 10:46:56 AM System Lex has left this session! 10:47:06 AM System Ivan has joined this session! 10:47:06 AM System Connected with Ivan 10:48:11 AM Russ hello? 10:48:36 AM Ivan Hi. How may I assist you today? 10:48:52 AM Russ can you reconnect me with Lex? 10:49:04 AM Russ he was disconnected due to a system error 10:50:16 AM Ivan No problem. Please allow me just one moment to make sure he's available. 10:50:24 AM Russ thanks 10:51:26 AM Ivan Ok. I will be transferring you to Lex shortly. 10:51:32 AM Russ thanks 10:51:36 AM System You are being transferred to another Agent. Please stand by... 10:51:36 AM System Ivan has left this session! 10:54:11 AM System Viola has joined this session! 10:54:12 AM System Connected with Viola 10:55:11 AM System You are being transferred to another Agent. Please stand by... 10:55:12 AM System Viola has left this session! 10:55:21 AM System Ashley has joined this session! 10:55:22 AM System Connected with Ashley 10:55:32 AM Ashley Good morning and sorry for the long wait. 10:55:38 AM Russ no problem 10:56:31 AM Russ i was actually told i was being transferred to a supervisor named Lex...i was online with him until he got disconnected 10:56:52 AM Ashley You wanted to speak with Lex correct? 10:56:57 AM Ashley Ok, no problem Smile./ 10:59:42 AM Ashley Thank you for your patience. At this time Lex is having system errors and the chats aren't able to be transferred to him. At this time I can see if someone else is available for you. 11:00:32 AM Russ ok 11:00:35 AM Russ thank you 11:04:02 AM Ashley Thanks for waiting. I'm actually still looking into this . . . one more moment please. 11:07:23 AM Russ thanks 11:08:57 AM Ashley Thank you for your patience. At this time I was able to get my supervisor Latia available for you. Have a great day! 11:09:02 AM System You are being transferred to another Agent. Please stand by... 11:09:02 AM System Ashley has left this session! 11:09:07 AM System Latia has joined this session! 11:09:07 AM System Connected with Latia 11:09:22 AM Latia Hello, my name is LaTia. 11:09:27 AM Latia How can I assist you today? 11:10:01 AM Russ i requested a supervisor to assist me in resolving an issue and Lex was helping me but he is having system problems 11:10:12 AM Russ are you a supervisor? 11:10:27 AM Latia Yes I am. 11:10:32 AM Latia How can I assist you? 11:10:57 AM Russ i will paste the transcript of my original conversation 11:11:22 AM Latia I have the conversation. 11:11:27 AM Latia This is not needed. 11:11:32 AM Latia I am aware of the issue. 11:11:38 AM Russ ok thanks 11:11:52 AM Latia I was assisting Ashley, as well as Lex. 11:12:02 AM Latia How can I assist you with this matter today? 11:12:17 AM Russ i would like a credit for the shipping on the order 11:13:13 AM Latia We do apologize, however this order is not late. 11:13:22 AM Russ that is not the issue 11:14:15 AM Russ the issue is that the terms were not obvious, and the extra fee for shipping was paid for "expedited shipping" as it is we are receiving the product in the same time fram as standard would have provided 11:14:32 AM Russ it was an $11 item that we required urgently 11:14:38 AM Latia As stated, you paid for UPS expedited which is 4-9 business days. You package was assigned a tracking number on 12/14/08, however it was shipped on 12/15/08. Four to nine business days from this date is between 12/19/08- 12/26/08. 11:14:46 AM Russ we paid $40 for Air shipping 11:14:57 AM Russ i didnt pay UPS anything 11:15:03 AM Latia You paid for a specific time frame. 11:15:09 AM Russ the charge on our credit card will be to newegg 11:15:09 AM Latia This item is not late. 11:15:26 AM Russ the service from newegg is unsatisfactory 11:15:27 AM Latia As stated, this package delivery is not late. 11:15:38 AM Latia We do apologize you feel this way. 11:16:56 AM Russ unfortunatley if i do not receive a credit for the shipping i will be forced to dispute the charge with our credit card company, as well i will be blogging this conversation as an example of the abysmal customer service we canadians can expect from a new US company 11:17:23 AM Russ it has taken well over an hour to reach a supervisor 11:19:03 AM Latia We do apologize, however we are not wrong in this situation. You paid for UPS Expedited service which is 4-9 business days and the item will be delivered within this time frame paid for. There is nothing we can do at this time regarding the shipping charge. You have every right to dispute the charge. However, your account will be blocked and the charge will be on your credit if the item is delivered. This is up to you. 11:19:13 AM Latia Do you have any other questions, or is there anything else I can assist you with today? 11:19:32 AM Russ the terms of the shipping were obfuscated by a link at the bottom of the page 11:19:43 AM Latia [url]http://www.newegg.ca/HelpInfo/PolicyAgreement.aspx[/url] 11:19:50 AM Russ the standard is 5-10 days and ecpedited is 4-9 days 11:20:01 AM Latia This is the link to the policy and agreement you have to agree to before checking out. 11:20:16 AM Russ it seems as though newegg feels that we can be duped by substandard service 11:20:23 AM Latia It is up to you as a customer to make sure you read this information. 11:20:45 AM Russ i will be sure to advertise neweggs policies and service to all 11:20:53 AM Latia Because we are shipping from the US, we have to allow such time for the item to go through customs. 11:21:03 AM Latia This is ok to do so. 11:21:08 AM Russ i'm sure you will understand soon that taking care of me would have been more cost effective 11:21:20 AM Latia We provide it for our customers convenience. 11:21:24 AM Latia We do apologize. 11:21:25 AM Latia Do you have any other questions, or is there anything else I can assist you with today? 11:21:26 AM Russ i would also like to speak to your manager 11:22:20 AM Latia She is not available at this time. 11:22:25 AM Latia I am the supervisor in charge. 11:22:40 AM Russ i would like her name and contact information so i can register a complaint 11:23:05 AM Latia You can reach her at Isabel.A.Guzman@newegg.com 11:23:20 AM Latia Is there anything else I can assist you with today? 11:26:19 AM Latia I've noticed that you have been idle for 3 minutes; would you still like to continue this chat or have I answered all of your questions? 11:26:26 AM Russ if you are unable to resolve this in a way that demonstrates you care about your customers then i have nothing further 11:26:46 AM Latia We do apologize you feel we have not assisted you. Session ID: 137757[/I][/I]
This is a Monty python script, right? Apart from that, being Canadian myself, I never buy anything that will be shipped UPS from the USA - it is simply begging for a hosing..If a company cannot ship US Postal Service to Canada I make other arrangements.
received a call from customer service in response to a second email sent linking to the various forums i have posted to. Was assured that full credit will be given for the expedited shipping and feedback will be directed to appropriate parties regarding the way the shipping info is displayed. will update my posts if/when this happens and newegg will have validated many of the positive comments seen in response to my various posts.
Good for you. I might add that having items shipped by US Mail gives you a good chance of getting the item without paying the $10 processing fee. If I do get charged, I remit the customs sticker along with the appeal form and mail it to the appropriate department explaining that 'Commercial Goods' was checked in error - it should be 'Gift' - and I invariably get my $10 plus GST remitted - the hirelings don't care - as long as your not shipping hundreds of $$.
Your story sounded like a nightmare ! But good for you on getting what was right ! Well done and Merry Christmas ! Jo
I am hopeful that the end result for you, will be good. I have used newegg, for years now, and their service is second to none. But, I live in the U.S. I am only 100 miles south of my Canada neighbors, though.