Confronting Newegg Face-to-Face

Our 3D component coasters are on back-order and will arrive soon (these sold out in just 36 HOURS last time!), so make sure you get one: store.gamersnexus.net/products/3d-coaster-pack-4-component-coasters Our Red & Black HUD desk-sized mouse mat with custom red rubber underside is in stock & shipping now! store.gamersnexus.net/products/gn-red-black-hud-mouse-mat You can also grab one of our highly durable PC building modmats here: store.gamersnexus.net/products/modmat-volt-large Or one of our PC maintenance toolkits here: store.gamersnexus.net/products/gamersnexus-tear-down-toolkit WATCH PART 1, DISCOVERING THE ISSUE: trvid.com/video/video-2fnXsmXzphI.html WATCH PART 2, IT GETS WORSE: trvid.com/video/video-CL-eB_Bv5Ik.html WATCH PART 3, NEWEGG RESPONDS: trvid.com/video/video--wECJJveifw.html Full Newegg Saga playlist: Full Newegg Saga playlist: trvid.com/video/video-2fnXsmXzphI.html&list=PLsuVSmND84QtAQc1-VjA5gT5v6ugM1gdZ

This man sat here alone, with millions of people behind him and addressed an entire board of execs. Great job man. Thank you.

imagine buying a 3070, receiving a 3090 and still being honest and returning it, BUT NEWEGG DECLINES LMAO

You effected change, and you did it while being impeccably fair. That's probably the highest bar a youtube channel can aspire to. You have my unreserved respect.

Speaks volumes that 3/4 of these execs have been there for less than 6 months.

I worked with Vincent at Newegg in 2018. We worked at the customer service department together. As I recall there was very poor leadership at the time but Vincent was always carrying the team in spite of our colleague's failings. I'm glad he is in more of a leadership position now.

"The reason this video is long is because we didn't want to make any cuts in the interview so that neither party questions the outcome of the video." The commitment to integrity is terrific.

Thanks for keeping companies honest & focusing on the consumers when the corporations won't.

Thank you for being a better journalist than any actual journalist I've ever seen.

How is gamers nexus so much better at journalism than 99.999% of journalists who cover major world news?? You guys are the best.

Dunno if anyone else feels this way, but when a company moves their customer services to...twitter...I'm immediately appalled. How about have your own damn site and chat, instead of me having to put in my personal details on some random social media chat..? It just feels so extremely unprofessional to me...

The problem is simple: If the company punishes employees for accepting returns - either due to impact on their bottom line or impact on the time required - this problem will NOT go away, and it will grow as the company grows. I've seen this happen again and again in major corporations and the story is always the same: Everything from employees to customers are viewed as a "metric". And once that happens, all humanity within that company is dead. As far as I'm concerned, so is the company itself....

26:20 - 28:00 pure sitcom gold... Steve: "So is that already part of the process, looking at a customer's history?" Exec-1: "No it's BECOMING a part of the process" Steve: "Isn't that a little late for a 20yo company??" Exec-2: "Oh, yeah, no, the costumer-history-thing has already been in place.." Exec-1: (dude, WTF?!?!?)

"These policies have been in place" "So it's back to poor execution then?" I could hug you right now Steve.

This is so wild, I haven’t ordered from Newegg in years, I’m not into gaming or high-end PC building, but I stumbled on this series and ended up watching all your videos on it simply because of the quality journalism. You don’t have to be a PC enthusiast to appreciate the level of work and integrity that went into this. Well done.

Execs like this bleed companies dry. I've watched these guys come and go consistently for fifteen years. Quick to tout how valuable they are, but provide no substance in daily matters, use idioms and jargon constantly, always promise the company is driven bottom up and empowered, and often have little clue how the company is really working. That conference room also makes me want to quit a job at NewEgg just to never spend more time in there. Every thing about this screams a dry, top-down, corporate culture. Kill me. It is absolutely the worst and kills good experiences and real innovation.

It's really telling that the guy who's only been with Newegg 6 months - Terry Cox - when asked about whether checking customer history is part of the return assessment process, says "It's becoming a part of the process. That's the problem..." but the guy who's been there three years, and further indoctrinated into "Newegg PR" culture - Don Gwizdak - says "That's been in place" when Steve refers to the *same* policy as "coming in late to a company that's 20-years-old plus". Clearly, one of them is mistaken, or one of them is lying. Y'all wanna place your bets on which is which?

Holy shit. Props for not backing down to them during the meeting. I follow a lot of car reviewers who talk a big game about whichever car manufacturer is having an issue and as soon as they meet with their rep, they just not along with a shit-eating grin. Seriously, this is top tier content.

I remember when Newegg was the place to buy parts for computer builds. Then they tried to be Amazon instead of sticking what they were good at and trusted for before. Then their quality and service went to shit.

Hey you talked to Vince! Here I was thinking I didn't know anyone at Newegg anymore. I'm gonna see if Vince wants to hang out. Great work Steve!!

Every suit in the room is brand new at the job. That speaks volumes. They ripped me off for a motherboard too. I wish I'd had a platform to flex to get my money back. Thanks for sticking up for me indirectly.

I remember 10 years ago when New Egg and TigerDirect were staples in the computer build world. Crazy how times have changed

The vibe i'm getting from this is literally "we're sorry we got caught" *does it again* It's very clear the company lost it's humanity and that unfortunately it really is going in the direction we hoped it wasn't.

Imagine how much of a better place the world would be if more journalism was this transparent, level-headed, and focused on the actual issues. I can't claim to care much about this particular issue beyond seeing it as just another unfortunate instance of corporations gonna corporation, but I have profound respect for your handling of it. Thank you.

Even I was nervous watching this. This is true reality TV. And I'm surprised how well this turned out. It's inspiring to see a relatively-small TRvid channel make such a positive change.

The balls of “so it’s back to poor execution then.” I laughed so hard.

the board members seemed pretty nervous, and a few were only recently put in their positions. i imagine they were scared for their positions and attempting the best PR talk they could muster i almost feel bad for them i dont envy having a 1v4 confrontation but NG pulled it off pretty well

This is amazing Steve, it's also so awkward lol. I have these meetings all the time with execs that don't care about anything but making money and lie through their teeth to the public on terms of their company policy. Your constant pressuring the issues to keep them on point was so great. You make a great investigator

Lots of new dudes in the company. Kinda makes sense why things are the way they are, no one to hold accountable.

I just want to say that you did fantastically as an interviewer. They were definitely trying to give you pr jargon and when you pushed back they seemed to recognize that they couldn't get away with that.

Its so wild to see a multimillion dollar company lose thousands of potential new customers with different budgets because you don't want to help your existing ones. A customer will remember you because you listened, cared and gave a solution that helped simplify their lives. A customer will also remember their bad experience and then tell everyone they know about it. Newegg needs to learn better conflict management skills, maybe ever train their company with the Lominger Competencies List.

The absolute bollocks and virtue of the GN team is amazing

"We made a policy allowing people to return TVs we sold them that were already damaged." He's saying this and patting himself on the back instead of apologzing that they didn't let people return damaged crap they sold them.

2 things I've noted immediately. These guys are all "new hires", and they all sound scared. Despite the masks, their body language displays anything but comfortable.

You did well man. Food for thought: if you watch the video or remember, they talked kinda loud and very distinctly. They tried to butter you up by giving you a lot of “we like you” type of talk and bullshit. That was all to intimidate you and also to make you feel for them. And yes Andrew is right which why they were talking the way they were. Not to mention it probably felt like it was 4 on 1.

NewEgg was the place I was buying all my computer parts from, back in the day. So it's sad that the employees working there who don't give a crap. I'll bet that there are corrupt employees not only screwing over customers, but stealing from NewEgg the company. Makes me wonder how many of these supposed damaged items, were just P.O.S. employees stealing the customer's item out of the box, and replacing it with a broken one, or a lesser item that they brought from home. I'm hoping NewEgg management can turn this around.

Much respect to what you do. People cant change the world, but you def made a difference by standing up for your community, followers and viewers. This is amazin

Poor Eric, only one month at the company before this all blew up 😔

I like a technology channel that also goes out and defends the little guy from these corporate behemoths. Great job Steve and crew.

That was really some baller move, to have the company have all their actually high tier execs come to the table and explain themselves.

I stopped buying from Newegg years ago because of some scumbag behavior from one of their sellers who sold me a used, broken product and played an endless email game instead of taking it back. I just gave up and decided to never buy from Newegg again.

I have really got to chime in on this. As a former employee of a nearly defunct electronic company (RS if your curious). I have actually seen this kind of evasionary tactics that these "executives" clearly were trying to do. The first was the good old tried and true "It was an honest mistake" No young Padawan it wasn't an "honest" mistake. If a company drops the ball on a few people YES it could be an honest mistake. But when hundreds, even thousands of people have said this across multiple platforms? There is nothing "honest" about the mistake, it is clearly a policy they want to try to avoid taking about and are trying to frame their company in the best possible light. They clearly are either incredibly clueless, towing the line of the owners and investors, or just downright incompetent. I must stress that that cannot be looked at as anything less than what it really is. And that is "We know what we are doing, we know we are being filmed by this YT Channel so if we don't want to sink the ship faster, we need to make it sound good". I promise you, they will NEVER LEARN!!! You think they care about anything but their paychecks and collective asses? NO they don't and they won't stop doing what gets the executives, shareholders, and investors results. And in the end? All you are going to get from these talking suits is double talk, bullshit, and flowers and rainbows. Oh we will fix it, the person that didn't follow the steps is being disciplined. Bullshit!!! He probably is one of the mouthpieces in the interview!!! Don't believe me? Think Noah Katz of the former Artisan Builds for reference. His "impassioned speech" to KiaPia and others was about as sterile as freshly wrapped toilet paper, and stunk like a Taco Bell binge. He was the CEO, did anyone really think he was sincere? Does anyone think the Three Stooges from NewEgg are any fresher? I'm sorry to tell you this, your heart's in the right place and you really are trying to help. But don't think for one min the Assmigos you met are anything less than dedicated to telling you just how sorry they are, and we will do better, and we never knew this was happening. And then laughing at you as soon as you left, patting each other on the backs and thinking you guys are complete wastes for thinking they would get better. I'm sorry, I really am, I saw this too often at board meetings with really honest and decent people trying their best to improve a company who has sadly fallen into greed, investor satisfaction, and making customers feel like garbage for even saying something was wrong. I can assure you, they did not last long, and many of them would either drink to hide the pain, drugs, many lost their marriages and kids, and at least TWO Senior Executives committed suicide. I didn't let myself get that sucked in and quit a few months later. Look I really loved RS, I started as a sales associate, moved up, and made it to management. But when we started adopting "canned responses" and automatically thinking the customer was trying to cheat the company, I saw the writing on the wall. It was over, so many good people and great products over the years and poof!! Gone due to thinking cellphones would save us, third party garbage was better than our domestic products, and going from a trusted retail electronics store with thousands of locations and franchises, to now a small online that sells batteries and a few products. I don't doubt NewEgg will be on it's last legs soon enough. Joining places like Toys R' Us, Kmart, and so many more. But truth? It will be deserved because nobody deserves these idiotic and draconian policies that emphasize profit over people. That seems to be the corporate mantra of the 2020's, and it will be their death knell when the last executive drives away leaving the store manager to turn the key and say "We are closed for business".

ive worked in cust service for 15 years, one rule always served me well, always preted the person calling you is ur mum or dad, a happy customer will bring you more customers, dang i almost wanna apply for a job at newegg lol.

Newegg should embrace what gamers nexus is trying to do. This isn't about an RMA product anymore. Those numbers are scary and Newegg is actually at risk of succumbing to Amazon. Gamers Nexus has evolved professionally and independently at an alarming rate in this industry, and is more than capable of giving Newegg some serious help. This channel has evolved into a full scale company that is more than adequate for the task.

Wow a corporation who was willing to show face, speak on camera AND allow it to be posted no cut. Amazing

Y'all rock. I'm not even that interested in pc components these days, but the quality of your content demands attention. Thanks for all the hard work

We appreciate and thank you for bringing this to the light for all the end users. Seems like there are only a few good companies to shop from nowadays.

Thank you Steve, I’m late…. But yea, thanks for doing your absolutely best and have the chops to go face to face and address issues with companies.

This seems like an easy fix. They should train their staff to naturally think about the supervisor when they feel they are blocked with a customers request. They should immediately say, "Let me see what I can do for you." Then go talk to a supervisor about the issue and give the customer proper options....

I think it's really telling that most of the people at the table have had their positions for less than 6 months. I work for a company that is in similar straits and let me tell you, if they're having trouble keeping seasoned employees at the top, you can bet the turnover rate of their regular employees is incredibly bad.

Go camera man! I observed the same scene, but didn't realize it for what it was like how he did. It was damage control. A few things I especially didn't like though were that they completely disregarded the fact that they have a people management issue. He mentioned the pressure on the individual contributors several times, but they kept wanting to think about policy change as their magic carpet to fly away from the issue instead of addressing the management issues among their employees. The second thing that grinded my gears was that they wanted to put the blame on the customer. "They should have asked for a manager." Is insulting when you cite a customer that had been doing just that for 6 weeks and still not getting help. Their instincts were to shift the blame to the customer which looks super bad. The last thing they said was emphasizing that this is the minority of their customers. Like yeah.... I would hope that a majority of your customers don't even have to go through this process, but for those who did and had such a poor experience it feels like an attempt to discredit their experiences. There is a culture issue at this company. There is an accountability issue at this company. And it start at the executive level. Above even these guys if I'm to speculate based on their behaviors.

Love the way you guys are. You don't hide anything straight to the point and give people/companies a chance to explain them selves this is how the world should be

Took me a while to get the time set aside to watch this because I am very interested as an ex Newegg customer. I stopped buying from Newegg due to this same experience with their customer service/return of damaged items. Their competitors have been getting my business and personal purchases. So I’m glad this has been done and I am impressed that Newegg has taken the meeting. Let’s see how it goes. Maybe I can try them again. But for now, I’m watching.

Thank you for all you do for this community. My words cannot convey the positivity i have for you bringing this to light. Companies have to remember that as Customers we have choices and we keep them afloat. This is awesome and please keep up the great work. (Two Thumbs UP)

Yep, companies like this are practically begging their customers to destroy the company's reputation. "We won't do anything unless you scream about it and make us look bad." Be careful what you wish for?

The part where you resist turning off the camera during your walk in is assertiveness in the face of perceived authority. This is the type of thing that should be taught to anyone who wants to become a journalist: how not to fold to someone's attempts to control an interview.

I've watched this video a few times, and each time when the VP of Customer Service is introducing himself, I laugh out loud imagining Steve leaning over and socking that guy in the jaw.

very glad to see you guys went full transparency and gave them a fair chance to fix the issue. This is how all things should be done and the process to fix and make things better. Damage control is a real thing and companies can over react and its great you guys took the high ground and tried to give them the chance to improve! Obviously, also glad that Newegg did take the chance to talk and did improve!

This is an incredible display of the power of independent media and holding the people we spend money with to a standard its been amazing to watch Steve and his team grow over the years and the respect they have earning in the industry

Wow. This is the type of journalism i LOVE seeing, and supporting for that matter. Steve, you really did a great job and for me, personally, meant a lot seeing someone going after the big answers from the higher ups. Breaking down the lip service walls to get to the meat and potatoes. Great work, I'm a @GamersNexus sub/supporter forever. BIG UP!

Been following this series just today. Good shit man. You earned a customer.

This whole thing comes across as Steve caring more about NewEgg's customers than NewEgg.

Much respect man! We appreciate you being a strong advocate for us!

I love how half the team that Steve meet with is "new." Sounds like a great way to say, "I had no idea this was going on when I was hired."

I remember having an issue one time when My mother in law purchased a router at Walmart. When we got it home, there was blank paper stuffed in place of where the router went. Walmart had never opened up the box to check that the item was in there before accepting the return in the first place. But apparently Walmart has been ripped off many times by dishonest people.

surprised they didn't try to hire you. You are a very intelligent person with great insight. You very well may have saved this company from ruin. you just gained a subscriber. I love your video's and the way you handle yourself. great job!

Awsome, love how you brought these guys to the table, well done 💪

Thank you for fighting back for consumer rights, and for pushing one of our favorite online retailers in the right direction. Hopefully these executives stop pandering in their meetings, and actually make decisive action to *properly* fix the mistakes they have made.

Thank you for this video. The biggest issue is that the lack of experience is abundant. The one with the most experience had the lowest position, which 9 out of 10 times is the biggest issue with corporations nowadays. I use to deal with them a lot, and now because they have changed, I just go to other sites. Amazon is going to eliminate them in the next 5 years. I thank god I have a microcenter, and they are real, real good with any issues. I hope NewEGG listens to you guys. and thank you again.

Very well done! I will say one thing in defense of the execs in this meeting and their hesitance to commit to certain things: as a publicly traded company they do face certain restrictions that you and are mostly unfamiliar with.

more power to you and your company for giving voice to us little customers.

if i could subscribe 10 times for your service, I would. Thanks for what you do and big thanks for your courage going into this.

What I want to know is how Newegg got here. For years they were the gold standard when it came to RMA's.

Honestly, I'm not sure any of Newegg's staff present at this meeting really knows how the company operates. I've seen this happen before. People get invited to a meeting based upon rank, not because they can actually answer questions.

Great job Steve, great job Gamer Nexus! Standing up for us little guys, for us who have shopped on Newegg for years and who genuinely want Newegg to succeed and do good. Thank you.

Dude you prove one person can make a big difference, accountability and protecting the little guy from Large corporations is one of the most noble and positive things you can do with your time on this planet. Thank-you!

Youre a role model for me steve, great job at the interview. You have amazing communication skills.

First thing that I noticed right off the bat that sets off warning flags to me is, outside of the one guy who’s been there for 19 years, they’re all really new. And even the 19 year guy is in a new position. It’s really odd

Great job! Thank you for being a voice for the unheard!

It's a huge red flag that all of the VP's are basically brand new to their roles. Something weird is happening over at Newegg.

steves suggestion section ( paraphrasing ) steve : “it would be great if I didn’t have to explain the same thing 7 times and to actually be heard” exec 1: “yeah it would be great, we’re gonna try to work on that” steve : “can you promise” exec 2 : “lol nope”

I have new respect for Newegg. Not once did they lose their cool. Willing to learn. I like it.

There should be a huge class action lawsuit against these crooks!!🤬😡

Awesome job on being the forward facing presence for the buyer/viewer audience, Steve. The new Hassle Free Returns policy, even for Open Box items, indicates your efforts were effective. 🥳 Minor mistake, KPI = Key Performance Indicator (not "Insight").

I watched this twice. Without getting too specific, these problems have been going on for years, and these slight changes that you had to pull teeth to get a commitment to make a commitment, do not instill confidence. I hope I'm wrong, often am. I want them to show, not tell. They did a lot of telling. I'm rambling. The only way to know is to keep on their ass

Rather concerning that most of these executives have only been around for a few months. Definitely agree with Andrew in that they were more concerned about damage control than actually resolving the systemic issues.

What's sad about all this is I remember once having a quick talk with the Newegg TRvid channel about the fact I bought most of the parts for my PC from them and how they were all at great prices. They seemed like genuinely good people in the sense that they seemed like they really cared and when we messaged back and forth, it felt like a real person I was talking to, not a company AI.

Having sat and listened to people of similar positions many times, this sounds familiar. Moderately earnest and sincere about internal and external customers, but ultimately unable to disconnect from the corporate/manager training that everybody goes through on their way up the ladder. Lots of familiar corporate jargon and modern ideas, like letting standard procedures be developed by the people performing the tasks, which stems from a corporate desire to increase efficiency (let the people closest to the task optimize their task, look at the combined data for everyone doing that task, crystalize the best optimizations into a new SOP and utilize that for training new hires). So they are parroting a lot of the concepts you will find in retail and manufacturing businesses today, because those concepts have benefits and are popular right now, but it doesn't make them sound like real people or like they are contending directly with the issues presented. They've been taught to optimize from the bottom up, that everyone in the company has customers, either internal or external, that delivering what your customer needs is a priority, and that there is always room for improvement within a process. But they aren't grappling with what Steve is saying, and since optimization happens from the bottom up, that's why they went to warehouse-guy had a bad day as a possible reason their processes might fail.

Until I read about or watch videos on how noticeable the change at Newegg has been it's going to be hard to accept that they're really changing and not just doing some damage control and moving on as normal.

I'm glad that I found this. I haven't built a computer in a while but need to get a new build going so I just went straight to Newegg as it was what I knew. I did get a good deal on a 3060 ti which in this day and age isn't very easy. Found this video shortly after and will have to say that will be my last Newegg purchase. I had never heard of these RMA issues in the past (guess I was extremely lucky) but now that they're out in the air, oof. I'll suck it up, make the two hour drive, pay a few dollars more and go to Micro Center. Don't get me wrong, this sit down was a nice PR gesture, but honestly that's all it feels like. Saving face because they got caught. Maybe they have good intentions but I don't see this going very far.

Sad I only just discovered this channel. Thank you for doing what you do. Subscribed.

"If you didn't like your experience you should ask to speak to a manager." WE TRY. In my experiences, the customer service reps refuse to let us speak to managers or supervisors. They will use every excuse in the book to make sure you don't get to talk to a manager. They would rather your issue go unresolved or be handled incorrectly than to escalate your call to a supervisor. Newegg Customer Support is what drove me away from purchasing from them all together. The business my family owns and operates have spent tens of thousands of dollars with Newegg since 2009 but we stopped in 2019 due to how awful their customer support has become.

Thanks for dealing with this. I'm currently having a weird experience myself currently. They sent me a mouse in place of motherboard I ordered. I'm trying to get my money back for the board and I sent the mouse back but haven't heard anything back.

2010 newegg was the bomb. they've fallen quite immensely since then but this dialog gives me hope that they'll rise up again to be a global leader in retail hardware sales. not holding my breath though

41:30 Good job Gamer Nexas and New Egg in this meeting and working through this issue.

I love you steve. I love what your doing here. I do think there is no shortage of shady characters that will most certainly exploit a company that gives free motherboards when there is an issue. Its hard to provide good customer service, and I really appreciate Newegg for sitting down with you.

Just thank you for your efforts so less noticeable people but good people won't get cheated just because of a company's bottom line

Moral of the story: "You're a random client without any weight or ability to pressure us? We don't really care." But then: "Wait, you're a famous TRvid channel dedicated to PC and a celebrity/influencer of sorts? We shall prepare a board meeting to receive you properly." THIS is the message I get about this company.

thank you for addressing this issue. I have dealt with the really poor return team at newegg in the past as well.

I'm pretty much about to buy my parts for my pc to start building it, and what I'm missing is a thor rog 1200w and was planning to buy it on newegg. I'm so glad I came across this video so I won't spend a single penny on them. It is a shame this company doesn't take this matter seriously. I'm glad you spoke to them to "open" their eyes.