At first I thought it would be simple, but the fiasco ended up lasting over an hour and I was told that they can't give me their email address to send my story to. It turns out you aren't allowed to tell anyone above shift supervisor level at newegg.com when you have concerns.

How can I get an email address that I can simply send a nice email to about my experience?

Here is the chat log from my newegg nightmare trying to get a simple email address:



Chat Information: All Newegg representatives are currently assisting other customers. Thank you for your patience. An agent will be with you shortly.

Chat Information: All Newegg representatives are currently assisting other customers. Thank you for your patience. An agent will be with you shortly.

Chat Information: Thank you for contacting Newegg. My name is Phoebe. How may I assist you today?

Matt: Quick couple questions

Matt: My latest purchase was an open box 8800GT from Asus

Matt: I was expecting to see this card: http://www.newegg.com/Product/ShowImage.aspx?CurImage=14-121-099-09.jpg&Image=14-121-099-08.jpg%2c14-121-099-07.jpg%2c14-121-099-09.jpg%2c14-121-099-10.jpg%2c14-121-099-06.jpg&S7ImageFlag=0&WaterMark=1&Item=N82E16814121099R&Depa=99 &Description=ASUS+GeForce+8800GT+EN8800GT%2fG%2fHTDP%2f512M+Video+Card

Matt: However, I received a card that looks completely different

Matt: It looks like this: http://www.newegg.com/Product/ShowImage.aspx?Image=14-121-220-03.jpg%2c14-121-220-04.jpg%2c14-121-220-05.jpg%2c14-121-220-06.jpg%2c14-121-220-07.jpg%2c14-121-220-08.jpg%2c14-121-220-09.jpg%2c14-121-220-02.jpg&S7ImageFlag=0&WaterMark=1&Item=N82E16814121220R&Depa=99 &Description=ASUS+GeForce+8800GT+EN8800GT+TOP%2fG%2fHTDP%2f512M+Video+C ard

Matt: but it is not an 8800GT TOP

Phoebe: May I know the model number for the item you received? You may find the model number one the retail box.

Matt: lemme see if I can find it, it was an open box item so just a white box and a static bag but one sec

Phoebe: Tale your time.

Matt: There is not model number on the box

Matt: This is what I ordered: http://www.newegg.com/Product/Product.aspx?Item=N82E16814121099R

Matt: but it looks like the other picture with the 'Company of Heros' heatsink/Fan on it (yuck)

Phoebe: Let me take a look into that. One moment please . . .

Phoebe: We offer 15-day refund warranty for this item and it can only be returned for refund since it is an open box item. Do you want me to issue the refund RMA for you now?

Matt: I hate to do that...

Matt: What's the problem??

Matt: I mean, what happened?

Phoebe: I am sorry we only offer 15-day refund for all the open box item and do not offer replacement RMA for them.

Matt: I am asking what happened...was the wrong card sent?

Phoebe: I am not sure why the wrong card was sent. It might be a mistake cased by our warehouse.

Phoebe: We do apologize for any inconvenience this may have caused you.

Matt: So if the wrong card was shipped, you can't ship the RIGHT one? That's what you mean?

Phoebe: I am sorry we do not offer replacement RMA for open box item. I may issue the refund RMA for you and you may replace an order for the item at the same time. once the refund is processed, the refund will be issued back onto onto your source of payment.

Matt: If that's the case why would I take my chances buying from you again? I mean, you may have shipped the wrong card (you don't know???)

Matt: I don't know, the specs are correct, but I'm upset with the look of the card.

Matt: The one I ordered looked so nice, and this one looks crappy but I don't want the hassle of returning it and etc...

Matt: Just kind of sucks that is all you can do...

Phoebe: We apologize for this. I will issue a shipping label for your return item for this inconvenience this may have caused you.

Matt: I am not going to return it, but i'm going to be very leary buying from you again...your site should be careful to display the correct product...

Matt: Like I said though, the specs are correct and consistent with what I paid for, but the darn thing is just so ugly...

Matt: That game is awful too lol

Phoebe: We do apologize for any inconvenience this may have caused you. Please contact us within 15-day refund warranty period from its original invoice date if you want to return the item back to us.

Phoebe: Do you have any other questions, or is there anything else I can assist you with today?

Matt: Who do I escalate this to? I want to share this story with someone in corporate or something...an email address and a name would be fine

Matt: The pictures shown are from the NEW version of this item. If you purchase this Open box product you will receive an OEM BAREBONE, meaning it is just the item itself. Accessory items are NOT INCLUDED with Open box products. Accessories are shown in the pictures so that customers will know what is missing from the item.

Matt: That doesn't say anything about the actual product being different from the picture

Phoebe: One moment please...I am transferring you to my supervisor....

Matt: I don't need your sup, just the name and email of a regional manager or someone higher than your local call center.

Phoebe: We would like to full refund you for this item and you may replace an order for this item at the same time. We would like to make another exception to offer you $25.00 discount if you place the order now for that item.

Phoebe: Meanwhile, we will issue a pre-paid shipping label for your return.

Phoebe: I mean we need to issue refund RMA for you.

Matt: It's ok, I don't want to do any of that, just want to share this with someone, perhaps just a regional manager or director?

Matt: They need to know that this kind of thing happens sometimes

Phoebe: Open Box items are posted on our website as they become available. There is no specific time or day that we put these items online. The number of Open Box items we have in inventory is based on the number of customer returns that we receive and have repaired, which is virtually impossible to anticipate. We suggest you to place the order now for this item since it is still shows in stock now.

Phoebe: I have checked with my supervisor that this might be the only resolution on this issue.

Matt: I only want to email your supervisors direct supervisor...a regional supervisor/manager/director/whatever

Matt: That would resolve my issue

Phoebe: Please email our manager at Lex.Y.Yang@newegg.com.

Matt: Ok, what is his title?

Matt: Thank you also

Phoebe: Is there any else I can help you?

Matt: Yeah, what is Mr. Yang's title?

Phoebe: Yes, he is.

Matt: What is his title I mean? (supervisor/manager/director/ceo/whatever)???

Phoebe: Manager.

Matt: Ok, may I have his bosses name also? Just so I can cc him

Matt: thanks

Matt: His bosses email I mean

Phoebe: One moment please.

Phoebe: I do apologize just to clarify, you believe you received the incorrect item. Is that correct?

Matt: Thanks again for helping to resolve my issue and being patient with me

Matt: I received a different item from what is pictured, although the differences are only visual

Matt: with exception of the nice big fan on the one I thought I ordered

Phoebe: If you would please, what are the visual differences of the two items? So I may make note of it?

Matt: I can link to pictures on your site, one sec

Matt: http://c1.neweggimages.com/NeweggImage/productimage/14-121-099-09.jpg

Matt: That is what I thought I ordered

Matt: Let me show you what I received

Matt: http://c1.neweggimages.com/NeweggImage/productimage/14-121-220-05.jpg

Matt: You have the second image listed for the Asus 8800GT TOP card (even though mine looks the same but is not a TOP)

Matt: It has a higher core and memory clock than mine although it looks identical

Matt: The first image I sent, is the one that I thought I ordered and it has identical spcifications with mine but looks like the second image (which I happen to HATE) lol

Phoebe: We have issued a refund RMA# 29453640 for you. I am issuing the shipping label for you..

Matt: I dont want a refund LOLOL

Phoebe: I do apologize unfortunately the item is an opened boxed item. Therefore the only option would be refund. The item is not eligible for replacement.

Matt: I simply want to email Lex Yang and his boss just to let them know that they should keep a tighter ship on what image is shown or at least put a little extra text on the disclaimer letting people know it might not be the same item pictured

Matt: I saw the note on the rma says that I ordered item 14-121-099 but received 14-121-220. What is the difference between these cared? Does one have a 700MHz core clock?

Matt: I'd rather just explain it in the email

Phoebe: We show the N82E16814121099R have 600 MHZ core clock in the specification.

Matt: Ok, that is correct

Matt: However, this one: N82E16814121220R is NOT what I received it just looks identical

Matt: The N82E16814121220R has a 700MHz core clock

Amy: Hello Matt, my name is Amy. Phobe supervisor I have been receiving your chat. Unfortunately according to our records we believe you may have been sent the incorrect item. When you purchase an item from our site, the item should match what we show. Being your item does not match our site, we would only be able to issue a refund for the item. Open boxed items are not eligible for replacement.

Amy: Pardon me.. I meant to say reviewing... not receiving..

Amy: I do apologize for any inconvenience this may have caused you..

Matt: It is an incorrect item, but it's not a big deal enough for me to go through all the shipping and stuff and time without a card to go through sending it back and messing around. The reason it is not a big deal is because all of the specs are consistent with what I bought, the N82E16814121099R

Matt: I just want to relay this story to Mr. Yang and his boss is all.

Matt: The specs are the same, but it is ugly like the EN8800GT TOP

Amy: I do understand your concern however, please note if the item you received does not match our records. Granted the return for the item is only 15 days time frame. You would not be eligible for a RMA should you decide to return it.

Matt: If you don't want to give me his email, ok, ship me out an aftermarket cooling solution that I can strap to this card and I'll be happier than you can imagine. Something like this: http://www.newegg.com/Product/Product.aspx?Item=N82E16835887009

Amy: If you would rather keep the item, its completely up to you..

Matt: Other than that, I just want the email address and I'm happy. It's really that simple

Matt: Still there?

Phoebe: Do you have any other questions, or is there anything else I can assist you with today?

Matt: YES

Amy: Unfortunately we would not be able to honor that request. However what I can do is issue you a 15.00 credit to have you purchase a the item.

Matt: I want the email address of Mr. Yang's boss.

Matt: That's all

Matt: What is taking so long in getting this email address?

Amy: If you would like, please email me your concerns and I would be more than happy to forward it to Lex for you sir..

Matt: I have Lex's email I want his boss's email as well

Amy: One moment sir....

Matt: Thanks

Matt: This is going on an hour worth of chat just to get this email.

Matt: I'm going to ask the internet here soon...

Amy: I do apologize for the wait and I thank you for your patience. Sir, please note Lex is one of the assistant managers. Im sure there isnt anything he would not be able to assist you with. Or if you would like, I would be more than happy to forward your thoughts and concerns to him if you would like.

Matt: I'm going to ask the digg audience I think...

Matt: I'm amazed that I can't get some simple email addresses

Matt: You there?

Amy: I do apologize unfortunately I would not be able to provide that information. The only email I would be to provide is of Lexs.

Matt: Why?

Matt: What about a phone number or name?

Matt: Hello?

Amy: Unfortunately there would not be a phone # either.. all contact within the company is done via email.

Matt: Ok...so is there a reason that I am unable to get his email?

Amy: Unfortunately I would not have the direct email address for parties you are requesting. However, Lex Yang is an assistant manager and would be more than happy to assist you with your issue. If for any reason he is unable to assist you, he would be able to provide you with the email address you are requesting.

Amy: I do apologize for any inconvenience...

Matt: He'll get some emails I think...I've seen digg.com work well before in instances such as this

Amy: Again, I do apologize for any inconvenience..

Amy: Sir, are you still with me?

Amy: Do you have any other questions, or is there anything else I can assist you with today?

Matt: I'm writing up my blog post now, but yes

Matt: Thanks for your help

Amy: Thank you for contacting us. I hope you have an Eggcellent day!

Matt: Thanks you too!