Confronting Newegg Face-to-Face

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We flew out to Newegg's HQ to meet with the company about its egregious customer service shortcomings and to give the company a chance to fix itself -- or dig the hole deeper.

This interview is UNCUT for full transparency. You can make your own decision on how you feel about Newegg's response (and stick around for our thoughts at the end).

TIMESTAMPS

00:00 - Approaching Newegg
02:50 - Transparency & No-Cut Interview
04:40 - Giving Newegg a Genuine Chance
06:42 - Interview Introduction
08:45 - Addressing the Motherboard in the Room
13:30 - Why Would Anyone Buy from Newegg?
17:17 - Policies Aren't Enacted
21:38 - Internal Operating Procedures
26:03 - Pressure on Lower Employees
28:54 - Individual or Organization Issue
36:24 - Steve's Suggestions (Email Inbox)
45:00 - The Process is the Problem
48:35 - What Will Newegg Do?
54:58 - Steve Speaking Frankly
01:01:35 - Recap: How It Went
01:04:31 - Recap: What Newegg is Worried About
01:06:00 - Recap: Decision-Making Issues
01:09:15 - Some Bad Behaviors
01:11:49 - Final Words

** Please like, comment, and subscribe for more! **

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Host, Research: Steve Burke
Video On-Site: Andrew Coleman
Video Production: Keegan Gallick
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This man sat here alone, with millions of people behind him and addressed an entire board of execs. Great job man. Thank you.

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

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

UFDTech
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"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.

Nathaniel_Peterson
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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.

terrymorgan
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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.

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

maximiliandeitrick
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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.

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

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

kry
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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.

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

brandonkerr
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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.

GeekFurious
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The absolute bollocks and virtue of the GN team is amazing

kailerpetersen
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Thanks so much for all your efforts Steve and team. This must have been enormously stressful but the community appreciates it massively.

boostedmedia
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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.

JohnRenfrow
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I just wish Newegg would have said something like "This issue was caused by one of our KPIs pushing employees to harm customers to keep their jobs. The KPI was to keep their RMA count low, when it should have been about accuracy. We've changed that to random RMA reviews, rather than raw RMA numbers, and we've also looked at our other KPIs and made changes where necessary to prevent things like this from happening in the future."

So many executives and high level managers push for the wrong KPIs. They want to see a low number, so they push employees to make that number lower when it's not their responsibility or pay grade to. And then things like this happen.

Amy_A.
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"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.

Benefits
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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.

cirmothe
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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.

tomaslekis