NewEgg Download problems for this MSN user
Written: Feb 14 '05
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Having read the reviews, I was so hopeful of a good outcome. However, I ran into a problem downloading software -- apparently because of an incompatibility with MSN, my ISP. Because of the problems related to this, I cannot give the same glowing recommendations that other reviewers have. I wish I could. Here's why I feel this way:
I purchased a software download from NewEgg Sunday evening, received notice of the credit card charge immediately, and the download link about 30 minutes later. I clicked the on link...and got a "Message 9 -- call customer service" notice. Of course, customer service is only available from 7:30 AM till 5:30 PM PST weekdays. Okay. Next morning, I waited through overcranked muzak and announcements that NewEgg has the *best* customer service for 20 minutes till I got a representative. The rep was almost unintelligible and certainly uninterested, and said to try the download again. He said he'd forward the link again, but all that came through was a copy of the original charge notice. The download link didn't work once again and resulted in another Message 99 code, with a further request to contact customer service. A further close reading of the NewEgg FAQ failed to reveal the cause of the problem, and my email query went unanswered.
Call number two to New Egg resulted in the same experience, except this time I got a woman who gave me the customer service number for Digital River, who apparently handles downloads for NewEgg.
Call number three went to Digital River. The service rep was efficient and pleasant, but said MSN accounts won't download *any* of the NewEgg software without error. He said to try download using Internet Explorer, and tried making the download on his, confirming it started alright. I tried initiating the download in IE but could not because the emailed download link would not paste and there was no clear ftp address listed.
Call number four went to Digital River again. A very helpful and pleasant rep (Thanks, Joanna!), gave me a link to their own ftp site, "http://www.wheresmyorder.com" and a new order number to enter as my user account and password.
Finally! Everything downloaded fine. But, really, what a hassle for a product I needed immediately and so chose to download instead of getting from the local store the next day. "Best customer service"? I don't think so! Not with almost 90 minutes' waiting on technical support at two companies over four calls. If, indeed, MSN users can expect problems, then I wish there were an express link to the Digital River site to avoide the hassle I went through. It'd also be nice if NewEgg could list the actual size of their downloads on the product information page.
Overall, a real disappointment, though in the end -- and with a great deal of perseverence -- I got the product. Co-workers wouldn't have persisted and thought I should have denied the credit charges rather than try so long. In retrospect, I agree, as NewEgg made me look bad and resulted in some initial customer prejudice against the excellent product I downloaded.
Overall: Beware of NewEgg software downloads via MSN.
Recommended:
No
What product did you purchase or try to purchase? Acronis True Image 8.0
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| Response To Review from Merchant |
Newegg.com Customer Service response
Feb 16 '05
We apologize for any unfavorable experience you may have had with our downloadable software. Newegg welcomes all constructive criticism so that we may better our business practices and continue striving to offer the best customer service in the industry. Rest assured that these concerns will receive the attention that they deserve and action will be taken to ensure that our customer service agents provide the customer service that our very much valued customers such as yourself deserve.
At this time, we invite you to give us a call at 1800-390-1119 ext. 2053 to let us know how we may restore your faith in Newegg. Newegg will do anything within our abilities to make sure that you have a more enjoyable shopping experience with us in the future. Any suggestions you may have on how we can improve is greatly appreciated.
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