TuttleTree.com

When I want need computer parts, I instinctively think of Newegg.com. Their selection is huge, their price is usually competitive if not unbeatable, and their customer service is head and shoulders above the rest.

Case in point: Our power went out on Friday afternoon, and when the lights went off, so did my new computer (which is built entirely from parts purchased through Newegg). When the power came back on a few hours later, I turned my computer back on but was teriffied by the sound of … rattling, or a fan scraping wires, or something equally bad. I quickly powered down and took the side panel off of my computer to locate the source of the noise. Another power up and 5 seconds later I know it's coming from inside the power supply.

In some cases, like if the warranty were already expired, I might consider opening that bad boy up and looking for the problem. But since it is only 2 months old, I don't have that option (if I want to leave a warrantied replacement on the table). What follows is my discussion with Newegg's live chat support. I love chat support because there are no heavy accents to try and decipher, and generally the engrish/spanglish/whatever is few and far between. It makes the entire experience more enjoyable for me.

Nell W: Hello my name is Nell W. How may I help you today?
Adam: Hi, I have an issue with a computer case I purchased.
Adam: I have had it for roughly 2 months, now. I am very happy with the case, but today the power supply that was included with the case started rattling very loudly.
Adam: The return policy says that I can return it for a replacement, but I would rather avoid replacing the entire case as the computer is already built and working, and that would be a big hassle
Adam: I would rather just return the power supply for a replacement.
Adam: Is that possible?
Nell W: Let me look into this for you. One moment please …
Nell W: Thank you for holding. I see that the case you purchased came with a 430W PSU. Unfortunately, we are not able to replace a power supply only under 350W.
Nell W: Considering the circumstance, we suggest that you contact the manufacturer at 555-555-5555 or visit their website http://www.foo.com/ for further assistance.
Nell W: They are able to replace the defective part only.

I had actually already called and left a voicemail — probably for some poor marketing intern — with the manufacturing company. That aggravating experience is what made me think to try Newegg chat support in the first place!

Adam: So, what you're telling me is that you're willing to pay the shipping costs for me to replace the entire case, but not willing to take a power supply out of the case you would ship me, and send just that, which would cost you less.
Nell W: I apologize. Please understand that the item you purchased was a retail version, which came directly from the original manufacturer. We simply ship what we have received to you. That means we will send you another case after we have received your return.

Oh no! You apologized! My kryptonite! (But seriously? Rule #1 of customer service: Apologize for everything, even if nobody did anything wrong. It completely disarms the angry customer.)

Adam: Can I speak with your supervisor?

Classic Tuttle move. And ok, so maybe I wasn't completely disarmed… but I was definitely calming down.

Nell W: Sure, I may transfer the chat to our supervisor. Please understand that no one can make an exception to replace the power supply only that is above $350W.
Nell W: I apologize for my typo. I meant that is above 350W.
Adam: Why does the wattage matter?
Adam: I bought a case that came with a crappy 430W PSU, so I have no other option, but if I bought a case that came with a crappy 350W PSU, you would be happy to help me. That makes no sense.

A valid question, I thought. Certainly, from an outside perspective, that does sound like a strange policy… too bad it's a byproduct of some other insanely awesome customer service that Newegg provides simply to make customers happy:

Nell W: Actually, we carry a Standard ATX Power Supply 350 watt and under separately. Therefore, we can send you a replacement PSU only if it is a Standard ATX Power Supply 350 watt and under. However, we are only able to guarantee a generic one in that case.

Well what do you know? An honest answer, it makes (some) sense, and even though it doesn't fix my problem, it does warm my heart.

Adam: I'm not blaming you directly, but the policy.
Nell W: I understand. By the way, is it possible to purchase a replacement PSU locally?
Adam: why do you ask?
Nell W: If yes, I may then offer you a $15.00 credit so you may purchase it locally. You will not need to return the case back in that case.

$15 isn't much, but that's probably all my junky PSU (included with the case) cost anyway, so I can't complain too much. So what are my options with this credit?

Adam: Please hold while I investigate my options for local purchase
Nell W: Sure, take your time.
Adam: It seems my local options are limited to large chain stores like Best Buy. Their selection is limited and their cost is high. A 400W PSU, which may be a little low for my requirements, would cost me $80. A $15 credit, while a courteous offer, hardly makes that a deal worth taking.

Looking back, I think I made a mistake here. I may have been reading the price from the Staples or Office Max web page. I think the Best Buy item I was looking at was $60 or $69. Regardless, my point stands.

Adam: If the offer is on the table, I would like to consider taking the $15 credit toward a purchase with Newegg, after I take a moment to browse the PSU options you list.

After all, I do love spending my money at Newegg, because I know I'll get superior service in the event *cough* that I need it. So it can't hurt to ask, right?

Nell W: I understand. I will leave a note in your account about this issue. If you decide to take the $15.00 credit and purchase a replacement power supply separately, please contact us back with your decision so we may further help you.
Nell W: In the situation that you need to return the case back for an RMA, please also let us know.
Nell W: You may email me directly at **********@newegg.com with your decision.

Talk about service… dealing with the same customer service rep across multiple communications? That's unheard of! But wait, it sounds like you're trying to shake me loose. Is it your break time or something? Sorry, I'm not letting you get out of this that easily…

Adam: Does that mean that you can't offer me a $15 newegg credit?
Nell W: I apologize for any confusion. There are two options for you to select. One: you take the $15.00 credit to purchase a PSU locally or through Newegg. Two: you request an RMA for a replacement for the case.
Nell W: After you have made your decision, please let us know so we may further help you.

To Nell's credit, what I'm about to ask is a product of my own tiredness and frustration; I misread what she wrote — I totally mised that the credit could be used at Newegg if I wanted.

Adam: Again, policy baffles me. Why give me $15 cash to spend somewhere else when you can give me $15 to spend at Newegg and get it right back, knowing that I'll spend more than the $15, so you're getting more of my money (and I would be happy to do it)?
Nell W: I apologize for any confusion. As I said above, of course you may use the $15.00 at newegg.com.
Nell W: Anyway, if you keep the case, we will offer you a $15.00 credit so you may purchase a power supply locally or through us. However, if you want to return the case, we will issue an RMA for a replacement for you.
Adam: I will take the $15, then.

They credited $15 to my credit card, and I've since ordered a new PSU through Newegg. I will always be happy to spend my money at Newegg, and you should too.