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Confronting Newegg Face-to-Face

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  • Published on Dec 7, 2022 veröffentlicht
  • GamingGaming

Comments • 14 459

  • Gamers Nexus
    Gamers Nexus  9 months ago +1545

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    Or one of our PC maintenance toolkits here: store.gamersnexus.net/products/gamersnexus-tear-down-toolkit
    WATCH PART 1, DISCOVERING THE ISSUE: clip-share.net/video/2fnXsmXzphI/video.html
    WATCH PART 2, IT GETS WORSE: clip-share.net/video/CL-eB_Bv5Ik/video.html
    WATCH PART 3, NEWEGG RESPONDS: clip-share.net/video/-wECJJveifw/video.html
    Full Newegg Saga playlist: Full Newegg Saga playlist: clip-share.net/video/2fnXsmXzphI/video.html&list=PLsuVSmND84QtAQc1-VjA5gT5v6ugM1gdZ

    • E Cruz
      E Cruz 4 months ago

      !Lmfao sry but what was that 3 of them less than 3 months or about that and 1, 18/years+.
      Those odds alone are telling, sadly. I do commend them for the transparency interview, i hope they fix the issues, however as of Today's post, I've received 4 items, 1 seems 100% new, the other 3 sold as new, seemed "old" if not tampered or resold as new, so... it's been 4 months, i guess to expect a change this soon is a bad idea...!
      I get it many hands are at play here, so who knows what right...!
      one person has to rely on another and you go down that road about 50 people deep and someone in there screws something up, i get that.!
      But these items run upwards of 1000's of dollars is that not an issue anymore? does it have to be 10k to be an issue, where is the line?
      I get it amazon and china are "betting" people to the money, besides destroying our economy with this l3ft15tb1d3n invasion.!
      so, the little guy (customer) as always at least these past 2 decades can be run over, i guess this is what they mean by cl1m4t3 change...!

    • J M
      J M 4 months ago

      Yeah it's so cool that he's literally doing the minimal he can do for the one point six million of us that literally f****** made this Steve person into a millionaire.

    • J M
      J M 4 months ago

      @Mitchel Costello yeah Steve is literally taking people to task over s*** that happens to his own customers acting like he's never had an issue with any of them..... This is why I've unsubscribed to him in the past. Steve strives to be ingenuous but he comes off as very disingenuous when it comes to certain aspects of tech related to him making dollars 🤷🏼‍♂️

    • G Ross
      G Ross 8 months ago

      I won a newegg shuffle GPU and motherboard. They shipped me the motherboard and no GPU ! I called and let them know and they told me they cant do anything. I wasnt looking for a refund and it was a 3070ti master by gigabyte so nothing overly expensive I just wanted the card. Thanks to Newegg I am out of $979 and no GPU.

    • Layton
      Layton 8 months ago

      I have to be honest; I have purchased from Newegg over the last 15 years and never had a problem. Purchases arrive packed well, in good condition and never ever had an issue. I have seen open box stuff, and I have stayed away. Newegg clearly states that OPEN BOX items may be missing things, that alone kept me away from purchasing OPEN BOX items. My Purchases included ALL NEW Motherboards, Cases, Power Supplies, Hard Drives, Video Cards, Cables, Fans - everything. NO ISSUES. OPEN BOX is just asking for trouble, sorry - this is not real SHOCKER.

  • UFD Tech
    UFD Tech 9 months ago +12960

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

    • ꧁GlorifiedGremlin꧂
      ꧁GlorifiedGremlin꧂ Month ago

      Oh please you literally beg for money multiple times in every single video you post. "I strongly encourage you join my patreon" "if you're a fan you should be on my patreon" all your saying is "if you REALLY care about me, give me your cash then" 🤡

    • Big Blue Frontend
      Big Blue Frontend 7 months ago

      @Siana Gearz Just a reminder that it's all water under the bridge now, there were zero consequences for New Egg, business is going on as usual, Gimli got his clickbait, and you all got duped.
      Good job. Everyone won except consumers.

    • nanoflower1
      nanoflower1 7 months ago

      @Kalani Helekunihi Shipping out a used item that has a RMA lablel when it is supposed to be a new item can't be an accident.

    • Eric Karczewski
      Eric Karczewski 8 months ago

      I think you may have missed the point of this. Yes, they're at fault by oversight, but they are also human, and also make mistakes.

    • Sigfried
      Sigfried 8 months ago +1

      It was eye opening to see how their hands are tied by business law at 39:00 as well. They literally can't tell you until they implement a change that they're 100% planning to implement a change.

  • KRY
    KRY 8 months ago +1218

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

    • Steel String
      Steel String Month ago

      I ordered a set of calligraphy pens from one of the retailers (JetPens?) and they sent me an entire case of calligraphy sets. Wish somebody would send me a case of high end graphics cards.

    • Cry
      Cry Month ago

      @Opinions Hurt Impressing with money, yeah, that's how you set up therapy sessions for later. Not a real relationship.

    • Mark E
      Mark E 2 months ago

      I may have been (was) too honest several years ago. I ordered a hotswap drive bay and received an Xbox 360. I stupidly returned it, or tried to. I had to convince them. Should have just sold it.

    • Adam C
      Adam C 2 months ago

      @Vicknumber7 I think there was a period where there were an abundance of 3070s relative to other cards. I got one instead of a 3060TI in a CBP build.

    • Winston Rhock
      Winston Rhock 2 months ago +1

      99% are people are keeping that 3090 and asking no questions lol most don’t mind when a company messes up in a good way like this lol

  • Brikky
    Brikky 5 days ago +13

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

  • Aaron Sneath
    Aaron Sneath 4 days ago

    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.

  • Marcel Montero
    Marcel Montero 5 months ago +172

    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.

    • Bob Thompson
      Bob Thompson 2 months ago +8

      that one good leader in a company is sometimes the link holding everything together. and alot and maybe even most companies go after that good leader and do everything to pin all the bad things on that one person. and its very sad. the place i work at now is absolute garbage. Iv tried to get everyone here to understand that it dont have to be like this. I worked at a mcdonolds 3 differnt times the first time it was a good place not bad the second time i was the assisent manager or what mcds calls the people manager. and I had my people actually loving to come to work sometimes even more than having days off work because i would have adults calling on their days off saying can i come in to work its fun and im at home and i just want to go in to work because i feel like a member of the team and a member of the family. and not being there i feel like something is missing. I also had teenagers 15-16 yr olds trying to come in to work by skipping school and calling in and asking to come in to work. I did not let that happen obviously. and the final time there it was terrible to be there. point being is that that place was the same place doing the same thing and the only diffrance was the leaders where terrible.

  • Yeet Cannon
    Yeet Cannon 9 months ago +4882

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

    • h g
      h g 4 months ago

      @THEUrinalCake looks like they might have to chater this year their daughters sweet 16. And its so hard.. love you Big Pun RIP

    • chutcentral
      chutcentral 4 months ago

      Wow, the courage 🙄Confronting four executives in suits 😂

    • Chris
      Chris 4 months ago

      Also the sheer number of unresolved(ignored) claims, the question remains... "Why would a potential customer (knowing all this including the fact there's zero commitment to make aged complaints whole or refunded) EVER do business with #NewEgg when their competitors don't have near this reputation. I personally had early negative experience on a small 20 or 30 dollar item. These poor customers dropped hundreds perhaps greater.

    • Chris
      Chris 4 months ago

      Shame it takes someone with millions of followers to get a sit-down with these guys that have a CEO or Board of Directors that are throwing these guys to the wolves. This problem is at the very top and grabbing money everywhere they can and now it's bitten them. Painting these guys into a corner won't fix the overall practices that are coming from top-level.

    • J ML
      J ML 4 months ago

      Definitely one of my favorite youtubers, because there is youtubers with bigger subscribers and they don't stand up to companies or corporations like hi does because of money of course. Great job bro, I think all gamers/computer users thank you!

  • Qak Bot
    Qak Bot 3 days ago

    "How can you compete with Amazon".. VP: "I'll let Vince take that question" !!! Poor Vince. Btw, Vince completely side-stepped the question. This is what happens when a great company goes public and shareholder value trumps everything else. Amazon is just the opposite, its always customer first, even willing to lose money for years on end and let the stock tank. Its in teh Amazon leadership principles.. "Ownership"... think long term. The entire NewEgg leadership team should read the Amazon Leadership Principles.

  • Scott Smith
    Scott Smith 8 months ago +511

    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.

    • Strat
      Strat 3 months ago

      @ChronicComplainer He isn't being Fair he is leaning heavily towards malicious business practices as company policy which is human nature when we feel scammed however the failure is most likely systematic human error, logistic, processing failure or the cooperate compensation structure. Zeroing in on the failure point (most likely a mix of all points) and then trying to resolve it would be more expensive than just offering unconditional refunds, also any changes you try to implement will have unintended consequences.
      In my opinion Amazons return policy is less about customer service and more about making the best financial decision, it also avoids bad press and lets the PR team say some nonsense about how they care about customers.

    • ඞ
       4 months ago

      @ChronicComplainer yes, they literally can't refuse a return

    • ChronicComplainer
      ChronicComplainer 4 months ago

      @ඞ well tbh ive never heard amazon return horror stories but does that mean they dont exist?

    • ඞ
       4 months ago +4

      @ChronicComplainer yeah but like if I return a bad motherboard on Amazon, they're not gonna tell me I broke it

    • ChronicComplainer
      ChronicComplainer 4 months ago

      Im not sure how fair he was. He brings up so many specific cases but are you seriously telling me that nobody has had a bad experience buying from Amazon. Overall newegg been very good to me. Never had an issue. I wish shipping was the same as Amazon but thats about it.

  • Nathaniel Peterson
    Nathaniel Peterson 6 months ago +239

    "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.

    • Anime Janai
      Anime Janai 3 months ago

      @Alopex Design It's normal, but this story isn't going to be properly received when people start saying editing changed the story to make one party look bad. Such an excuse is expected as part of defense, and GN also has to protect itself legally against any lawsuit alleging persecution. By presenting the entire thing without cuts or additions, a number of problems are eliminated at the risk of viewers fast forwarding and missing parts of the discussion.

    • Alopex Design
      Alopex Design 4 months ago +1

      @FIGnewtenz G I was simply defending GamersNexus because @TheBanjoShow
      claims that they did nothing special by making the interview uncut. I understand and appreciate their decision. 😎

    • FIGnewtenz G
      FIGnewtenz G 4 months ago +4

      @Alopex Design it is normal for interviewers to cut down parts of the interview for time. But in this case Steve is trying to be transparent about the entire interview. That way newegg cant come out and say, “hey! You took out some of our great talking points!”. Also that way steve doesnt come out looking like he cut bits and pieces out to make newegg look good/bad. He left it all in unedited so we (the viewers) can form our own opinions since all of the footage is included. Plus it probably helps him out from a liability standpoint if newegg didnt quite like the edit and it helps save him from litigation (lawsuits). If you want to make a video with corporate people that video has to go through their legal team and a bunch of other places before you can even post it. This way he doesnt have to do that since everything that was captured is truly what happened.

    • Alopex Design
      Alopex Design 4 months ago

      @TheBanjoShow Isn't it normal to edit interviews for time? I can't recall watching many where the interviewer doesn't cut anything.

    • TheBanjoShow
      TheBanjoShow 4 months ago +1

      @Alopex Design I struggle with commending something that should be expected anyway, but yes, this is certainly what we need.

  • Terry Morgan
    Terry Morgan 9 months ago +929

    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.

    • Drago Pac
      Drago Pac 9 months ago +1

      @Wzp U thank you

    • Wzp U
      Wzp U 9 months ago

      @Drago Pac Your English is fine. Thanks for sharing your comment.

    • David Shahmoradi
      David Shahmoradi 9 months ago

      @DutchManticore Good to know. Thanks

    • Wyatt Newton
      Wyatt Newton 9 months ago +8

      The ironic part is Amazon isn't really trying anymore. Amazon has actually increased prices the last couple of years and Newegg matched them. Amazon's return policy is superior. Newegg used to be nicer to shop at until they introduced a bunch of chinese sellers and greatly dimmished the shopping experience. Search results are terrible there now.

    • Drago Pac
      Drago Pac 9 months ago +3

      Well i will speak for me, if Amazon would be the only reliable online source for electronic parts, in Canada, we would be doomed. Since the beginning of the pandemic, Amazon have the worse pc parts availability then all other web platforms. Newegg are having cards regularly as memory express and canada computer. Except for Amazon, all of them have about the same bad behavior as Newegg aboit their returns policy and even if they are far to be perfect, I prefer 3000 times more to have them around then only have Amazon.
      But we need influencers like Steve who confront them so maybe just maybe they can change their ways to do businesses…. I won't stop buying from Newegg regardless for the kind of parts I need from then but i'm glad that their bad behaviors was exposed.
      Ps: sorry for my bad english i'm french first ;)

  • pookey
    pookey 8 months ago +429

    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...

    • manictiger
      manictiger 13 days ago

      ​@FUGGle
      Yeah? Use your name, rma number, credit card details, address, etc. on here. Do it. After all, this is a well-known website, therefore nothing can go wrong with you posting that stuff here. This is the appropriate place to do that stuff.

    • I Just Fell Down
      I Just Fell Down 16 days ago +1

      @FUGGle Twitter doesn't have encrypted direct messages. The concern about putting private information is a valid one.

    • Pull Carsmelly
      Pull Carsmelly Month ago

      @FUGGle pro tip here: want to communicate with patrons in a way that makes them feel appreciated as customers and consumers of your products? Speak directly. NOT through third party media sources. This is business 101, dummy.

    • Menschgebliebener Szene Casher67
      Menschgebliebener Szene Casher67 Month ago

      It's weird enough that a public platform full of p€dos and toxicity is required

    • Bloodwyrm Wildheart
      Bloodwyrm Wildheart 2 months ago

      @Akoyash He's smarter than you are, evidently.

  • Qak Bot
    Qak Bot 3 days ago

    There was a time when Newegg used to have a cult following with PC enthusiasts. After the diversification to "other random stuff", I just get shady vibes from Newegg, like Alibaba or eBay. Its all been Amazon since. They need to go back to their roots. It's a boom right now in PC building and they are missing out.

  • wiktoriode
    wiktoriode 8 months ago +225

    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?!?!?)

  • SHODAN ツ
    SHODAN ツ 8 months ago +280

    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....

    • Obtuse Acute
      Obtuse Acute Month ago +1

      "yea" 🤣🤣🤣 they even admitted it

    • ThereIsNoCat
      ThereIsNoCat 7 months ago +4

      @Bencze a company's purpose is to fulfill the purchases of said customers, guess what you don't have when you behave this way?
      Customers. Kinda defeating the purpose of "making money" eh?

    • Donovan
      Donovan 8 months ago +1

      @elf-ovener There comes a point where in order to move forward and get bigger, companies stop having humanity. Its common enough that I wholeheartedly believe that either management becomes a nightmare or profits see a significant cut if you don't.

    • SHODAN ツ
      SHODAN ツ 8 months ago +2

      @elf-ovener In certain aspects late-stage capitalism and globalism are the same thing (but not in every way, obviously)

    • SHODAN ツ
      SHODAN ツ 8 months ago

      @lalafells Agreed

  • Andrew Ryder
    Andrew Ryder 8 months ago +297

    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?

    • MrDanderskoff
      MrDanderskoff 5 months ago +4

      My bet is the guy in blue is telling the truth. Look at his posture, breathing and how he's talking compared to everyone else. The guy on the far right in the light blue always has his hands together in front of him glued to the arms of his chair. The other guys are taking much shallower breaths and have very closed off posture indicating stress, and not being entirely forthcoming.

    • Chris
      Chris 5 months ago +10

      What we saw was an example of what Steve mentioned numerous times: a disconnect between policy and execution. Don wanted to make it clear that the policy exists, but Terry instead focused on the policy execution when he answered Steve's question. Most likely, Terry did not mention the policy because he did not think the policy was being implemented properly. And that is why Terry chose to talk about the process instead. 'Cause what's the point of having a policy if the process or procedures used to carry out the policy is not good.

    • jojo jojo
      jojo jojo 6 months ago +2

      @Cmdr Riotz the real answer you look for is double speak, check it out. It's on Clip-Share.

    • Cmdr Riotz
      Cmdr Riotz 7 months ago +5

      @lvbuckeye that's the word I was looking for. It's very "Corporate Speak-ish."

    • Scorch429
      Scorch429 8 months ago +1

      why would there be a "history" if they got ripped off once? why use them again

  • Laurence Scroggins
    Laurence Scroggins 7 months ago +38

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

    • Joseph Reynolds
      Joseph Reynolds 6 days ago +1

      I remember buying most of my stuff from TigerDirect years ago.

    • Anime Janai
      Anime Janai 3 months ago +4

      NEW owners from China.

  • The True and Rightful King of Antarctica

    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.

    • cmdrdredd
      cmdrdredd 4 months ago +2

      This happened to Gamestop. When I worked there they wanted actual gamers, people in the hobby. They would promote those who wanted to move up. Then they started hiring so called managers from outside and they started forgetting what they built around just a few years ago. All the good people left because they didn't like the direction. Now look at how many people hate gamestop.

    • Taytoe "Gaveup" Games
      Taytoe "Gaveup" Games 4 months ago

      Suits have no place in any creative world that requires imagination, they have no real ideas they just profit off others.

  • cypherf0x
    cypherf0x 8 months ago +160

    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.

    • Mountain Man Gaming
      Mountain Man Gaming 3 months ago

      I think when you have 100 vice presidents and 100 directors. Is we're the problems start happening.

    • Anime Janai
      Anime Janai 3 months ago

      Newegg changed when its ownership changed to an investment group from China with figurehead of someone from Taiwan. It's also unknown how much mainland Chinese investment control there is in Newegg because various Chinese companies and investors operate through Taiwan.

    • cmdrdredd
      cmdrdredd 4 months ago +1

      They even try to copy their membership idea. Problem is that Amazon offers a ton of benefits attached to the membership. Newegg offers...shipping?
      They tried to be amazon but they should have stuck with what built them up for years. I mean, everyone I knew bought PC parts from newegg. Now nobody I know does...they will rather buy something from best buy which is very telling.

    • Bill Williams
      Bill Williams 7 months ago +1

      was a huge fan of newegg for buying build parts for a long time, over the past decade, not so much. with modern newegg you always have to hope you receive what you ordered and it works properly. because if you get the wrong item or a broken item, newegg is not good about accepting returns.

    • BoxLid
      BoxLid 8 months ago

      So true, all these sites are becoming Aliexpress peddling a bunch of misc crap straight off the china boat lol. There's pretty much no difference between Aliexpress, Ebay, Amazon, Newegg, and Walmart at this point, they all push the same cheap junk.

  • Velmorse
    Velmorse 9 months ago +1751

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

    • peachierose
      peachierose 3 months ago

      @big b0ss HAHAHAHAH

    • Robert B
      Robert B 9 months ago +3

      It takes "balls" these days just to speak the truth? Good Lord has our society become pussified. Just say what you mean, and mean what you say. Speak succinctly and concisely.

    • vankhaos3
      vankhaos3 9 months ago

      Let's get newegg back to where it needs to be this will hopefully help. I personally ordered a speaker new and sent it back damaged. They claimed there were roaches in the box. I never had roaches where I live which is what I told them. Really wish I sent them pictures before returning it. The manufacturer of said speaker stepped in after they refused sent me a new one no questions asked. I just had to praise the manufacturer on neweggs site after I received it. I mentioned how prompt and helpful said manufacturer's customer satisfaction was with me in the process while trashing the liars at newegg which I also left as in my comment. Hope they do better

    • Hunter H
      Hunter H 9 months ago

      So good

    • Sherman Sherbert
      Sherman Sherbert 9 months ago +1

      This was amazing journalism.

  • LittlestTeapot
    LittlestTeapot 9 months ago +182

    It's pretty telling that the mentioned several times throughout the interview something like "you've spent a lot of money with us over the years and this should never happened to you." They seemed to keep telegraphing that they are more sorry they failed a BIG customer than that they failed a customer at all.

    • Randomly Entertaining
      Randomly Entertaining 4 months ago +4

      It sounds more like being sorry to have failed a loyal customer. If you can't treat your long time, loyal customers well, then why should it be expected that you'd treat new or single chance customers any better?

    • Tommy Wilcox
      Tommy Wilcox 8 months ago +5

      Only a normal customer service rep (not newegg) not a higher up but this is usually to "appreciate customer loyalty/tenure". it's actually a metric our calls are graded by. I assume they're just using the same BS they force us to feed customers.

    • LittlestTeapot
      LittlestTeapot 8 months ago +11

      @VGJunky Yes, I am aware of that, but the way Steve talked about it it and the way these guys did felt very different. Steve was emphasized it as an indicator of trustworthiness or merit, and every time they mentioned it, they emphasized the the profit. They each gave off very different vibes.

    • VGJunky
      VGJunky 8 months ago +20

      Steve specifically points out that it is good to do an analysis of customer history to see the likelihood of being a fraudulent RMA or not

    • A Johnson
      A Johnson 8 months ago +14

      This is most large companies, because a loyal company spends more but also eliminates the chance of fraud.

  • Justin Cider
    Justin Cider 9 months ago +4

    The thing I hate about execs is that they'll say everything you want to hear, but then won't make any significant changes.

  • TechTalk
    TechTalk 5 months ago +37

    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.

    • manictiger
      manictiger 13 days ago +2

      @Anime Janai
      In the age of Amazon, price increases are corporate self-delete (god I hate YT political correctness).

    • The13thRonin
      The13thRonin Month ago

      Companies don't have humanity. They are not human.

    • Anime Janai
      Anime Janai 3 months ago +1

      You'll probably need to change ownership of the company. If the chinese owner is FIRMLY fixed upon churning customers, then the problem will reappear after awhile. Or Newegg will have to increase prices beyond the inflation rate in order to give the chinese investors their expected profits despite accepting customer returns.

  • Mow Cat
    Mow Cat 4 months ago +13

    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

  • slackerdc
    slackerdc 9 months ago +2706

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

    • The13thRonin
      The13thRonin Month ago

      @Gamers Nexus They tried to refund the question but you declined it.

    • D NUTS
      D NUTS 4 months ago

      @Scotch Breit 💯 I work in WH @ NE.. its HORRIBLE pay.. Im not Tech Guy IDK shit about Computers or about RMA Dept ..My Dept Forklift driver's picking orders.. receiving.. Inventory.....FORKLIFT OPERATOR ORDER FULLFILMENT EMPLOYEE gets paid 1$ HR MORE THAN MIN WAGE UNLESS U ARE ASIAN U GET MORE$...ASIAN WH Manager probably 100,000$ yr and 1 ASAIN Supervisor prob 60,000$ yr... They leave after 8 hrs EVERYDAY..SUM Workers are there 10 sumtimes 12 hrs day even 6 days week.. but Not ASIAN MANAGER OR ASAIN SUPERVISOR..

    • D NUTS
      D NUTS 4 months ago

      @Japanese Required Hey Now Relax...I Work There as Driver picking orders in the WH... WE MAKE 1$ hour more than Min Wage 😂😂

    • Akira
      Akira 9 months ago

      "poor execution" is the sole reason he's there for tho, nothing to be excited about

    • Dan
      Dan 9 months ago

      @Gamers Nexus they only had one honest thing to do and they got it wrong. They under staffed, underpaid staff wise probably and their mgt don't give a shit.

  • GEORGE IS WOKE
    GEORGE IS WOKE 8 months ago +50

    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.

    • Anime Janai
      Anime Janai 3 months ago

      New customers appear all the time, and if they don't know about the past problems, then everything is fine as far as those new customers are concerned.

  • mckrackin5324
    mckrackin5324 8 months ago +85

    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.

    • Chris
      Chris 4 months ago

      @Sean Lee it was in 2005. No way do I recall the brand. I'm certain it was a cheap brand though. It's similar to the Chinese brands Fry's Electronics were known for before they shuttered.

    • Sean Lee
      Sean Lee 4 months ago

      @Chris Was it a rosewill enclosure? Same exact thing happened to me around then.

    • Chris
      Chris 4 months ago +2

      @Kmz I was ripped-off in the same manner, but my item was a hard drive enclosure that was DOA when I received it and since I did not have proof, (video evidence of me taking a knife and opening the package) It was not authorized an RMA or replacement. IT WAS THE LAST THING I EVER BOUGHT FROM NEWEGG. That was in 2003. Consider then til present day. They've been getting away with deceptive practices since day one. Mine was new in box, not refurbished.

    • Kmz
      Kmz 5 months ago +4

      so then I prob shouldn’t buy from them?

  • KariahBengalii
    KariahBengalii 4 months ago +10

    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.

  • G4merY
    G4merY 7 months ago +42

    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 Clip-Share channel make such a positive change.

    • Breezy_G94
      Breezy_G94 4 months ago

      @Herb well it was pretty embarrassing situation to be fair. Manager is not gonna cut it lol

    • Herb
      Herb 5 months ago +2

      Right. They took him seriously. 2 VPs and 2 Directors at the meeting. They seriously cared to hear out gamer nexus

  • Kailer Petersen
    Kailer Petersen 9 months ago +1843

    The absolute bollocks and virtue of the GN team is amazing

    • Riva
      Riva 9 months ago +2

      @Matt It's most likely a spam bot

    • NoodlelyNoodle
      NoodlelyNoodle 9 months ago +14

      The way he told them they'd record on the way in and point the camera at the ground and intimidated the Newegg guy into saying ok defeated was great

    • Matt
      Matt 9 months ago +2

      @Secret That was terrible.

    • Envisible Ward
      Envisible Ward 9 months ago +7

      yes this was a great talk although I am very skeptical things will change.

    • Oliver Queen
      Oliver Queen 9 months ago +8

      Testicles of granite

  • Jacob T
    Jacob T 3 months ago +7

    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

  • Tomas Lekis
    Tomas Lekis 3 months ago +23

    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.

  • 59768
    59768 8 months ago +65

    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.

    • Frank Stared
      Frank Stared 7 months ago

      @ThereIsNoCat Lol, with a handle like that I ecpected more sympathy!

    • ThereIsNoCat
      ThereIsNoCat 7 months ago +3

      @Frank Stared its a computer channel dude. Get off your soap box.

    • 59768
      59768 8 months ago +2

      @Frank Stared I don't think it needs to be re-framed because it was never framed as anything else to begin with.
      Do you preface all your conversations with "I know that there has never been a time in our history when the world wasn't horribly unjust, and that every single day countless humans have always faced undue suffering while others enjoyed unearned rewards. I also realize that short of immediate existential threats to our entire species' survival, there has never been any cause more deserving of all of our combined effort and resources. And that in some ways, this problem is particularly egregious right now and only getting worse with time. But right now I would like to talk to you about X even though it is monumentally trivial in comparison."?
      No. It's implicit. The fact that you're not an idiot combined with the fact that you haven't been living in a cave all your life already establishes that you are aware of this truth which has thus far been fundamental to human existence. And unless you appear to be a psychopath, it's also assumed that you care about this and would prefer to see it resolved. That's just not what you happen to be talking about right now.
      So you don't have to re-frame your every conversation about the laundry or whatever. Nor do you have to re-frame every work of literature/video/whatever else which has ever had a different subject matter. And if someone walks in claiming that you do, frankly they're being rather obnoxious.

    • Frank Stared
      Frank Stared 8 months ago

      @59768 Oh, I appreciate the the investigative and accountability work, for sure. I just think that we need to re-frame and accept that this is really about enabling consumerism at a time when most humans are struggling not to get the best price from unscrupulous distributors (again, a systemic consequence of inequity) but finding food enough to eat, finding shelter, adjusting to climate change and the consequences of pollution, and escaping systemic violence.

    • 59768
      59768 8 months ago +3

      @Frank Stared I don't think I'm losing perspective.
      Putting the subject matter completely aside and looking _only_ at the manner in which reporting is done, I truly believe that the world would be a significantly better place if more of the journalism reporting on more important matters was done in a manner more similar to how this instance of journalism reported on its relatively trivial subject matter.
      I don't get it. Don't _you_ think all the existing reporting on all the important issues in the world would achieve greater results if they had this level of transparency, levelheadedness, and insistence on keeping their content focused on the heart of the matter they are trying to report on when others try to divert them?

  • FirstTuber123
    FirstTuber123 8 months ago +16

    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.

  • motaku96
    motaku96 9 months ago +1173

    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.

    • Andrew Butlin
      Andrew Butlin Month ago

      Always super senior, or fairly early tenure, never many in between.

    • storm filter
      storm filter Month ago

      yeah I agree. I also found the amount of time with the company oddly short

    • For Sure
      For Sure Month ago

      Easier.. you can tell the company is full of BS when they have the need of having "vice presidents" for each department.. really?.. a RMA president?.. sounds like a joke...This talks about the culture of said company, they all are probably fighting each other for the "fancy title"...that rarely works.

    • JP Ouellet
      JP Ouellet 2 months ago

      First, it can effectively mean a bad thing, but also a good thing.
      Newegg was definitely not going in a great direction, so perhaps a change of guard has been brought in. The PR guy rubbed me wrong, bs meter definitely triggered on hos empty statements. However Mr. Cox and Anguilar (might have mispelled that) I think have the right attitude.
      But what case this is is hard without a broader view of the past, and we'll see what direction they seem to be taking

    • Strat
      Strat 3 months ago

      Seems like they have hired a new team to execute growth ambitions to compete with Amazon, tryin to run a logistics system and inspect returns on this level is bound to fail. If the company wants to sell refurbished electronics they need to split the logistic pipelines or just stop selling refurbs which is probably the most cost effective direction. Returns can be sold in bulk to retailers including damaged products.

  • CattleRustler
    CattleRustler 4 months ago +6

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

  • Patrick Burke
    Patrick Burke 8 months ago +68

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

    • neil A
      neil A 8 months ago

      @Carpathian Hermit You're saying it's a False Flag" I am saying that You're wrong. Have a great day though.

    • Carpathian Hermit
      Carpathian Hermit 8 months ago +1

      @neil A ... Christ please do your homework then have a discussion. If something is a false flag i.e. didn't happen either there was no victims or the victims were hurt by others thus warranting an investigation. Making assumptions big boy.

    • neil A
      neil A 8 months ago

      @Carpathian Hermit Are you saying that Saddam didn't gas people? He also bombed a plane. I'm glad he's no longer in this world.

    • neil A
      neil A 8 months ago

      @Carpathian Hermit Fake to you and real to the victims.

    • Carpathian Hermit
      Carpathian Hermit 8 months ago

      @neil A same with Vietnam, golf of tonken was a false flag to pretence war, there's a pattern. Have a look at operation Northwoods, declassified through the freedom of information act. I believe you're being a tad naive.

  • Waffaru
    Waffaru 9 months ago +57

    "We only improve based on the feedback from our customers." That statement should tell you everything you need to know about the current state of management at Newegg.

    • ShadowMancer
      ShadowMancer 8 months ago

      @Samir Desai Well I can't speak for them. Given that most managers there are new, it might be that changes are coming. Who knows, doesn't matter to me as I'm not their customer and have no ball in the game.

    • Samir Desai
      Samir Desai 8 months ago

      @ShadowMancer upon feedback, how many times till they get improvement right? Millions is a bad example of how many sets of wrongs? It never made any of them right, especially if Newegg needs GN to give up records so they can do their job, maybe they should check their own customer service records and do their own due diligence. They may save the customers if they look upon the potential loss of profits from those lost customers over those years... You know try to turn them back into customers???

    • 700gsteak
      700gsteak 8 months ago

      "Feedback from our customers only improves us" same thing.

    • Waffaru
      Waffaru 8 months ago

      @ShadowMancer maybe so... it didn't need the "only" bit though. Saying that changes the statement, and could be a slip of the tongue or poorly chosen wording, but customer feedback should not be the only vehicle that drives improvement.

    • ShadowMancer
      ShadowMancer 8 months ago +3

      That sounded more like "when we get user feedback, only outcome is improvement". Basically they said that feedback doesn't make them worse, only better.

  • usaevo8
    usaevo8 9 months ago +39

    My biggest issue with Newegg was back when they started selling thirdparty and at the same time prices shot through the roof. Havent shopped there since.

    • cmdrdredd
      cmdrdredd 4 months ago +1

      @7inchexhaust China can't do anything high quality lol

    • C
      C 7 months ago

      I got out of the Computer Business in 2015 Newegg was my go to along with Fry's
      & Micro Center. Have not seen the BS that is gong on now with the Company.
      Makes me glad I retired @ the right time. Deal with Amazon now for personal needs only
      and buy Prebuilt Laptops from Costco.

    • 7inchexhaust
      7inchexhaust 8 months ago +6

      They were aquired by a Chinese company around 2016. That is exactly when the downfall started.

    • pookey
      pookey 8 months ago +1

      I was genuinely confused when I visited them recently and it's like...car parts...bikes...airsoft...basketball...roombas... WTF?

    • Akeda Laevateinn
      Akeda Laevateinn 8 months ago +4

      This. When Newegg tried to become the Amazon of PC parts is when they really went downhill.

  • kcgunesq
    kcgunesq 9 months ago +804

    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.

    • D NUTS
      D NUTS 4 months ago

      @Jaded Cynic WOW.. A LOT to take in.. as sum1 who works there at WH FORKLIFT DRIVER ORDER FULLFILMENT EMPLOYEE.. I MAKE 1$ HR MORE THAN MIN WAGE UNLESS U ARE ASIAN.. THEY ARE CHEAP.. IDK ANYTHING ABOUT COMPUTERS OR WHERE THE RMA DEPT IS.. BUT THIS COMPANY IS SHADY ASAIN MANGER MAKING EST 100,000$ YR.. AND ASIAN SUP MAKING EST 60,000$ YR LEAVE AFTER 8 HRS.. EMPLOYEES WH ARE THERE WORKING 10 EVEN 12 HRS WHILE MANAGER AND SUP LEAVE AFTER 8 HRS EVERYDAY

    • kcgunesq
      kcgunesq 9 months ago

      @Jaded Cynic I can't judge the accuracy of your analysis, but it sounds very plausible to me.

    • Jaded Cynic
      Jaded Cynic 9 months ago +3

      @MoA-Reload... Well...let's look at it like this - Vince Aguilar at the left has been with newegg since 2003 as a humble Cust Svc rep and worked his way up through the ranks to Director, Customer Service, which he CONVIENTLY left for 'Director of *Platform Experience* as of TWO MONTHS AGO. It's entirely possible flawed policies that end up with line-workers just denying RMAs to save their job or whatever else is his doing (whether it's deliberate or incompetently accidental remains to be seen) and he even said he was previously the big guy in Cust Svc for the company not long ago.
      Don - Global Ops is just there to cover his hind because for a while newegg combined logistics (what he does now) WITH Cust Svc (what was split off like 1.5 years ago...for vince to take over), he's only been with Newegg as an executive (1.5yrs in charge of logistics & c/s, then 1.5yrs 'operations') - maybe *HE* created the mess when Cust Svc was under his purview. Previously he was Logisitics VP for FTD florists for a year, and then 13+ years with UPS, working up through the ranks there - I could see him being an expert in logistics, but UPS doesn't really get the same sort of Customer Service issues as a vendor like Newegg,
      So here's a possible scenario; Don's in charge of both shipping and returns and Cust Svc contacts, etc. He's good at the first, but not quite familar with the other branches, and ends up trying to 'reduce expense of accepted returns' by making an unwise policy regarding RMAs that - entirely unintentionally - results in the RMA & C/S staff just fudging returns to effectively keep their jobs.
      Then, after about a year as customer complaints grow to the extent that The Board notices it, realizes Don's mistake, so they fix things by reliving him of the responsibility of Cust Svc (which ultimately is a good idea, let him focus on what his degrees and decades of experience is in - logistics and shipping), and promote up a sr. manager from Cust Svc to head the new seperate department - Vince. After a year or so, things are not improving, so they don't *blame* Vince for not being able to fix the problem, but 'sidemote' him to take charge of "Platform Experience" to give them a vacency to fill with a Spin Doctor (Terry; worked Manager/Director for a handful of companies since 2008 (usual turnover rate, just over 3 years - fun fact: he got a Bus Mgmt degree in 2018 around the end of his tenure as "Director Of Customer Service" for Shear Logic LLC, he only got his MBA this year in 2022 after he started with Newegg)
      And as things STILL didn't 'fix themselves' by getting new suits to say pleasantly patronizing things in general, the pulled out the big guns and made a nice comfy nest available for Eric Wein to land in...and hang around for 5-6 years. (see my previous post for his C.V. he has NOT stayed with ANYONE for more than 6yrs - I got money down he'll leave before 2027 is out. B) ) who has plenty of experience marketing video games...which sounds good, but do you want someone who knows how to design an ad campaign for an MMO to be the guy as the public face of an electronics and computer parts vendor?

    • MoA-Reload...
      MoA-Reload... 9 months ago +1

      A lot of "newish" starts there too. Did they have a management shake up recently or is their staff turn over that high up the chain a real issue is what I first thought.

    • Jaded Cynic
      Jaded Cynic 9 months ago +3

      @Ryan Amey Oh no, Ted (sitting next to steve, VP Cust Svc) is a spin doctor, period. Barely comprehends what the other person is saying only for a little context to anchor his own attempt to 'transition the conversation to a place where we can all find satisfaction' (i.e. twist things the way he wants.)
      FFS - "I mean, my team members are my customers". That BS is right next to "we here at are one big family" in the "Corporate Lies Handbook".
      Before this, I kept the opinion that it was neither malicious theft and fraud at the root here, nor utter incompetence, but that it was callous indifference that was causing these problems with RMA at Newegg...that management was setting internal policies that would generate an employee mentality of 'why should I care about my job since management obviously doesn't give a crap whether I'm doing my job right?"
      ...now I think it's more like: management just throws out various internal policies without any follow-through or enforcement that is generating the employee mentality "why should I care about doing my job right since management either can't be bothered to check up on their employees' quality of work or are utterly incapable of overseeing their employees."
      As stated, this corporation is falling prey to what happens to all corporations; it's executive offices are short-term residences for career VPs...of whatever they find work for. They're not in these positions for the long term, but just long enough to look 'ambitious and upwardly mobile' on their C.V. and as such they don't have ANY clue about the specifics of the company they're presently in charge of. Take Eric Wein there at the back: he SAYS "I have two decades of experience in video game PR, tech PR", but spent the last five years immediately before this as PR director of *Lamps Plus*? (also to note, before lamps, he worked for *five years* for a PR firm doing work for Square Enix, and before that worked for just shy of *six years* for the Walt Disney Company doing PR for the games they were putting out, and immediately previous to that worked at a PR firm for a bit under *five years* that handled M$'s launch of the original Xbox... see a pattern forming here? (His previous work was shorter-term and lower down, e.g. 2yrs in WB's Corporate Communications office: "I worked for the studio's senior corporate communications executive, an industry icon."
      Eric doesn't give a HOOT about Newegg beyond it actually going into receivership or dissolving as a company while he's still employed; he and just about all of these suits are just corporate cuckoos that bounce around from one company's executive nest to another's without concern of what the company IS or what it DOES.
      Whether this ignorance is deliberate or just a consequence of their 'career goals', the result is the don't know what the bleep their underlings are supposed to be doing, and that engenders ignorant incompetence (no one ever trained employee B how to do his job), and poor employee 'motivation' ("if the boss can't tell if I'm doing my job right or not, why should *I* bother?")

  • Pers0n
    Pers0n 4 months ago +2

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

  • Dark Waters
    Dark Waters 9 months ago +52

    Obviously damage control and it's a meeting they did not want to do. However, they didn't have to take the meeting. It's not like the company would go under otherwise. So at least it shows that they're willing to admit that they have made mistakes. Ultimately this reality check will be better for the customers.

    • Boots
      Boots 6 months ago +1

      Doubtful. These guys are PR, it will cost money to implement real changes that benefit the customer. If you look at who owns majority stock, you'll know who makes the rules, and why NE has gone down the screw the customer path the past number of years.

    • you
      you 8 months ago

      they go back to old way now

    • Nalerian
      Nalerian 8 months ago +3

      At this point it is better PR and brand building to admit fault, apologize, and make promises to do better. It wasn't the best executed, but it was strategic plays to come out better than ignoring it.

  • David Bou
    David Bou 8 months ago +3

    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.

  • Axiom Gaming
    Axiom Gaming 8 months ago +5

    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....

  • Maximilian Deitrick
    Maximilian Deitrick 9 months ago +3897

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

    • The13thRonin
      The13thRonin Month ago

      I'm sure the mountain of money he dives into at the end of every day probably softens the blow somewhat.
      It's a mistake to feel sorry for executives. We are not people to them. We are ants.

    • Tosco
      Tosco 9 months ago

      @Eric Barth holy fuck, imagine having a new Manager every 6 months, must be tolling.

    • Cyberbrain
      Cyberbrain 9 months ago

      @Gamers Nexus Not all eggs are bad, some are fresh.

    • Eric Barth
      Eric Barth 9 months ago +1

      Eric's position is probably replaced every few months.. from what it appears, almost all positions are changed over every few to 6 months.
      Macro management creates this exact form of terrible management.

    • Mikkel Breiler
      Mikkel Breiler 9 months ago

      @Soapy Papoose Nor have I. They get paid better.

  • Grant Amos
    Grant Amos 8 months ago +3

    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

  • Kelley Smith
    Kelley Smith 8 months ago +30

    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".

    • DaRedeemerSpawn4
      DaRedeemerSpawn4 8 months ago

      ah, a kin to the red, grey and black. My hats off to you.

  • Thedividingline
    Thedividingline 2 months ago

    That video perfectly captures how when confronted companies adopt this “customer first” message but at the same time turn answers into PR semi-political phrases that come off as canned and shows that profits often outweigh people, but Steve this is one of the best videos I have ever seen from you and I love how you held your ground representing all of us.

  • DoctorMandible
    DoctorMandible 8 months ago +446

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

    • The13thRonin
      The13thRonin Month ago +1

      If we didn't live in clown world all media would hold themselves to these standards.

    • James P
      James P 4 months ago

      @CargoPilotGuy This is actual bullshit, a chronic myth that has been perpetually pushed by morons.

    • CargoPilotGuy
      CargoPilotGuy 4 months ago

      @James P those journalists are generally not nearly as committed to integrity because they’re bought and paid for by someone with an agenda

    • CargoPilotGuy
      CargoPilotGuy 4 months ago

      Because the stakes are much much much much much lower. I doubt GN is at all concerned about attempts on his life

    • TheBanjoShow
      TheBanjoShow 4 months ago +1

      because gamersnexus is a small operation compared to employees who work for global papers and journals that inherently carry massive biases due to corporate interests at stake. That's why.

  • Mark Vaughn
    Mark Vaughn 9 months ago +737

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

    • Thomas Milligan
      Thomas Milligan 4 months ago

      @No More idk, this group of cockroaches seemed to do it just fine

    • I'mNotBehindYou
      I'mNotBehindYou 9 months ago

      @William Lazenby right lol.

    • I'mNotBehindYou
      I'mNotBehindYou 9 months ago

      @William Lazenby right lol.

    • William Lazenby
      William Lazenby 9 months ago +9

      I mean, yeah, it's Steve. Tech Jesus.

    • No More
      No More 9 months ago +22

      "This whole thing comes across as Steve caring more about NewEgg's customers than NewEgg" - That's not really a high bar to surpass. That bar is so low a cockroach couldn't fit under it.

  • The Sightseeing Being
    The Sightseeing Being 5 months ago +5

    56:01
    This is the key here- you literally spent all that time explaining the problem. As a merchant they should KNOW EXACTLY what the fuck needs to be done without you telling them. They will not change, there is too much of a discrepancy between upper management and the customers.

  • Ali Chehab
    Ali Chehab 9 months ago +2

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

  • Callm3Gardy
    Callm3Gardy 3 months ago +2

    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

  • norman pütz
    norman pütz 8 months ago +12

    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.

  • GeekFurious
    GeekFurious 9 months ago +827

    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
      GeekFurious 9 months ago +1

      @William Lazenby What proprietary information could a camera possibly pick up walking through an office of a retail company? The big secrets to screwing over your customers?

    • William Lazenby
      William Lazenby 9 months ago

      @Chad King87 it has more to do with proprietary information instead of security or insurance.

    • William Lazenby
      William Lazenby 9 months ago +2

      @Andy Chow it has more to do with proprietary information instead of security or insurance.

    • Chad King87
      Chad King87 9 months ago

      @William Lazenby it's is outlandish but that's the reason

    • MyrMerek666
      MyrMerek666 9 months ago

      They should just have said "sure we can talk on the street, choose a spot".

  • RBS427
    RBS427 8 months ago +3

    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.

  • Nathan Lambert
    Nathan Lambert 8 months ago +1

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

  • Stubby Phillips
    Stubby Phillips 8 months ago +28

    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.

    • Mach Daddy
      Mach Daddy 8 months ago +7

      Sometimes that's the only way they learn.

  • Donovian
    Donovian 4 months ago +2

    44:09 they show anxiety. Looks like he hit a nerve on something Newegg is struggling with.

  • Netninja543
    Netninja543 9 months ago +907

    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.

    • based sen
      based sen 8 months ago

      This comment looks like a discord ping

    • Netninja543
      Netninja543 9 months ago

      @Robert Andrews In the case of this video, there is an option titled "Thanks" that allows you to donate, and apparently make your comment highlight.

    • Bip Bop
      Bip Bop 9 months ago

      @Cuvtixo it's interesting that you bring up turnover (guys leaving or fired). It really stood out to me that 3/4 were really new employees, with the one 19 year guy. That kind of turnover explains very well whether they're losing the good guys or policy from the top is pushing the good guys out, because their hands are tied. That is assuming they ever even hired any good guys in the first place. They only had short sighted stupid mediocrity kicking the can down the road until here we are. No one cares anymore at any level and it shows

    • Benjamin Oechsli
      Benjamin Oechsli 9 months ago +1

      Oh, is Clip-Share finally feeling brave enough to allow its users to add a message to Super Thanks donations beyond the default "Thanks!" message? Excellent.

    • Mitch Mitchell
      Mitch Mitchell 9 months ago +1

      @Cuvtixo okay, I disagree with some of this, but to each their own. Hopefully Newegg actually commits (and sticks to) taking care of customers (especially re: the RMA process) in future.

  • Paul Smith
    Paul Smith 8 months ago +13

    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?

  • FatalPuls3
    FatalPuls3 8 months ago +9

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

    • Boots
      Boots 6 months ago +1

      Amazing? Only because they are worried it might go viral and actually start hitting the stock price. And then, the Shorts AKA AMC-gate might get involved and really put a hurt on them.

    • CodeRed001
      CodeRed001 8 months ago +2

      More like show mask.

  • sardonisms
    sardonisms 8 months ago

    I remember years ago when my high school friend introduced me to Newegg and said it was a great place to get budget parts. I didn't realize how big they were at the time, or how shady some things have gotten since. I hope they clean up because I agree that we need more competitors for Amazon.

  • GiggleBits
    GiggleBits 8 months ago +3

    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.

  • Yours truly, Johnny Dollar
    Yours truly, Johnny Dollar 9 months ago +722

    Only 21 minutes in, but it seemed like New Egg was thinking they could make this all about the one incident GN had, but Steve made sure the conversation shifted to the real issues. Working at a boring insurance company as a dev, it is always fun to see PR and management squirm. Edit: seeing that VP wince when Steve said KPI for the first time was great.

    • Javierm0n0
      Javierm0n0 9 months ago +1

      LMAO the guy at the end slid into his chair like "oh shit, he knows things".

    • BeerPatio
      BeerPatio 9 months ago +7

      @cheeseyoger cynically, I’ve noticed the amount of speaking is inversely correlated with time in role.

    • cheeseyoger
      cheeseyoger 9 months ago +3

      @First Name Last Name Yeah, I mean he hasn't even been there long enough to know if the others are lying, he just doesn't have the operational exposure yet.

    • Auē
      Auē 9 months ago +28

      I'm a dev for a retail store and Steve's point about KPIs at the lower level being unrealistic is on point. The fact that 3 of the people in that room haven't even been there for a year should be a glaring red flag and maybe the problem stems from issues that run deep within the company.

    • Bad at games
      Bad at games 9 months ago +7

      I actually think they did okay halfway in, but it doesnt matter how good or bad they do here honestly, its about how things play out in the next couple months

  • Gunnberg85
    Gunnberg85 7 months ago +28

    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.

  • Johnny Kelley
    Johnny Kelley 3 months ago

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

  • Eric Cartman
    Eric Cartman 2 months ago

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

  • Joe Rogaine
    Joe Rogaine 7 months ago +3

    A company with the highest ranking employees having short tenure has some major issues.

  • Zeno the Eleatic
    Zeno the Eleatic 9 months ago +374

    The Newegg execs have fallen into one of the traps of the managerial mindset: They're working desperately not to have a bad reputation rather than working steadily not to deserve one. The first is a matter of saying soothing and/or confusing words to manipulate customers into calming down and getting back to their shopping; the second is a matter of ethical responsibility, meeting the expectations of their customers to be treated fairly and receive real value for their money.

    • Cade Whittlef
      Cade Whittlef 9 months ago +1

      That is the most articulate and spot on way I have seen the interview described. You hit it right on the head what I could't quite place about the intrveiw.

    • Sweet Meat
      Sweet Meat 9 months ago

      anyone who has worked in a retail business will immediately recognize the manager(s) with those "soothing words" and i hate it. it consists of being a huge asshole to someones face, saying whatever your heart desires, but saying it in a kind manner so others dont get mad. though the soothingness makes the person extra aware that this dude's just an asshole at all times and worried about pulling that money out of your pocket. my alcoholic/opioid addicted dad used to have the same exact attitude before i was pulled away from him when the dcfs and judges finally realized that the kind words mean nothing. newegg=drug addict abusive father

    • malchior
      malchior 9 months ago +2

      THIS, I have consistently pressed on my colleagues and my managers the same. I work for a multinational company that services consumers that are in the "luxury/premium" segment. My previous exec had the same outlook, try to offer real solutions to fix the problems... damage control makes things worse.

    • Json
      Json 9 months ago +4

      come on lets be real. Its about their bottom line, so the stock price goes up. they will do anything they can to save/make a penny.

    • exm
      exm 9 months ago +2

      all short term thinking

  • Reality-Drift
    Reality-Drift 8 months ago +1

    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

  • Johnny Dough
    Johnny Dough 9 months ago

    Amazing work and thank you for taking the time out of your day to do this and likewise to the other 4 gentlemen in the video.

  • J W
    J W 7 months ago +1

    Thanks for taking up for the consumer. I stopped dealing with NewEgg long ago.

  • Panams16
    Panams16 7 months ago

    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.

  • Benefits
    Benefits 9 months ago +1416

    "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.

    • Mike P
      Mike P 9 months ago

      @P3rf3ctxZer0 I think your missing that it wasnt by choice. We would get fired if we transferred. You probably dont think car dealerships had cocaine on the table for the breakfast meeting in the 80s either. Why on earth would any employee desire pretending to be the manager for a customer complaint?

    • James Halfhorse
      James Halfhorse 9 months ago

      That sadly is the par for the course some would say. I have to deal with a lot of different vendors and utility companies I think the latter being worse. Once we get to the point of this guy knows more than me about our product/service than we do and we both know it the call gets "escalated" which means dropped/hung up about as often as it gets transferred and half the time it's to the wrong queue or back to where you started. I have done call center work. I know the tricks. Would rather drop the call than have it go against them knowing I will be someone elses problem though there are a few times I get back to the same person I mean blame it on the wacky phone system the one that asks for a call back number.. you are never called back. Dell Corporate has been a shocking exception given the performance encountered here and with LTT going through the consumer side of things. After a bit of a rocky start I now get the right person who does what I ask mostly I need this warranty part overnighted with minimal phone tree, hold times or delay and if that changes I have a rep that will fix it. Then again I usually get business internet at home even though it may cost significantly more because it is the only way to talk to someone competent and get them to roll a truck to fix the problem within minutes/hours instead of days. You are the hero of the neighborhood when the cable distribution box gets nailed by lightning on sportsball Sunday. Everyone else "we will be out in x days" me "We will be there in 45 minutes"

    • Ian Perley
      Ian Perley 9 months ago +2

      When I was a customer service rep at a couple of call centres, nearly 100% of the time the managers -hated- having to actually deal with the customers. They just did not want to have to actually interact with people on the line unless it was dire. It took an extraordinary amount of coercing to get them to come onto a call even when it was entirely justified. Sometimes it'd be nice if these customer service systems were setup to be actually customer friendly.

    • P3rf3ctxZer0
      P3rf3ctxZer0 9 months ago

      @Mike P Should be grounds for being fired.

    • Karen_Is_Coming
      Karen_Is_Coming 9 months ago

      @BeeAPeach Official The problem is the normal representatives are normally super slow, and just give you worthless responses. The other day I was on a chat with a Walmart representative, had given them all the information about my problem and after like 4 min, they said "are you still there", like yes of course I'm still here I'm waiting for your response. Then the information they gave me was just a lie and I had to contact them again the next day.

  • chris roberts
    chris roberts 8 months ago +6

    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.

    • CoffeeGremlin
      CoffeeGremlin 8 months ago +1

      Bahahaha that reminds me of the time customer service accepted an iPad return without checking it. They called me down to grab the item and when I did I noticed something felt off. First off no plastic on the box and moving rhe box at all I heard something shaking around. Once I opened the box I saw it was just a bunch of tiles in place of the iPad. I burst out laughing so fucking hard and explained to customer service that they really need to check before doing returns. Since then they've called down an electronics associate.

  • TheProgrammingKat
    TheProgrammingKat 9 months ago

    Thank you so much for doing this for us/yourself. What you did has only increased my respect for your work and you as a person. Again, thank you for looking at the bigger picture and doing something about it for all of us.

  • D. Tubbs
    D. Tubbs 7 months ago +1

    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."

  • wasjosh
    wasjosh 8 months ago +104

    "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.

    • GeneralGeorge
      GeneralGeorge 5 months ago

      @Graye Testing every monitor for a dead pixel as a retailer is not practical.

    • GeneralGeorge
      GeneralGeorge 5 months ago

      In Neweggs defense plenty of retailers and the manufacturers especially will not accept a return for a single dead pixel. Which as a picky bastard is not acceptable to me, but it is common.

    • lalafells
      lalafells 8 months ago +1

      @wasjosh "We made a policy allowing people to return TVs we sold them that were already damaged."

    • wasjosh
      wasjosh 8 months ago

      @lalafells
      No, I'm not. Are you sure youre replying to the right comment?

    • lalafells
      lalafells 8 months ago

      @wasjosh you are stating they are proud that they do returns for TV's that are damaged when shipped and that that should have been the default. And that they should apologize for not having done it previous...
      I'm starting that they aren't saying they didnt previous do returns at all, that they were specifically talking about returns for a manufacturing defect known as dead pixels. That they have reason to be proud of accepting those returns with as little as one dead pixel because that is beyond the industry standard. Before that they likely had the same policy as everyone else. A normal policy at the time they mentioned the change to policy would be either x number of pixels need to be dead or x size area has to be dead. so they have a reason to be proud of that policy change and how long ago it was made.

  • Warmute
    Warmute 9 months ago +200

    Steve, you earned my respect, most people with a platform never do this stuff for their viewers. You spent your money to fly to California, to change a company to help your viewers. I think i will buy a coaster or a mod mat. Thank You

    • False Ambitions
      False Ambitions 9 months ago +3

      @ASBESTOS Fibers that’s true but they still had to cut there business trip short to go to the Newegg headquarters and bought a plane ticket to Southern California from Northern California.

    • Nathan Bond
      Nathan Bond 9 months ago +2

      Those mod mats. I have their largest one and absolutely love it.

    • Hojjat
      Hojjat 9 months ago +3

      Well, to be honest, drama is the best content a YT channel can wish for. It brings in headlines, viewers (like myself, I didn't watch this channel before this), popularity and it doesn't really cost that much. If Newegg works hard and fixes everything, it's a win for GN (to force a company to be good), if they don't it's still a win for GN, more videos and stuff.

  • SirGerti
    SirGerti 3 days ago +2

    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”

  • theGoggle
    theGoggle 8 months ago +10

    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.

    • Unbearable Suffering
      Unbearable Suffering 8 months ago

      This is because at the end of the day money is really the only thing that matters in business. The customer? yeah we have a department for that... The department is probably 10% of the business in most cases, so they may be genuine but the ability for a single team to effect change across a large organisation is negligible, unless the organisation is an SME.

  • Roscoe P. Coltrane
    Roscoe P. Coltrane 8 months ago

    The actual interview exceeded my expectations, and was positive for Newegg, in my opinion, notwithstanding the antics leading up to it. Of course they were nervous! Refusing the interview would negatively impact their reputation and certainly affect sales. But a bad interview would be even worse than refusing an interview. So there was a lot at stake and a lot of pressure, and they were extremely cautious. PR folks & execs do use a lot of carefully-chosen words and whether or not they are sincere or not, those carefully-chosen words need to be backed up by actions before they can be taken at face value. Some of those carefully-chosen words sounded like an advertisement; and to be fair, that was expected, and that's what they had to do. Everything they said had to deescalate the situation and reestablish confidence. They apologized, which was good, and which was expected. But here's where they exceeded my expectations - they didn't seem to make excuses about it; they essentially (and repeatedly) said "we effed up," and I appreciate that. They also asked you specifically for feedback, e.g., "what can we do to be better?" And I didn't expect that, either. And I'm much happier with them saying "we will aim to do something, but we can't make a commitment" and then proceeding to do something rather than making the commitment and not doing it. To me, that's a sign of sincerity. You may be right about too many meetings, but they didn't over-promise what they couldn't guarantee, but then still made the change they said they would attempt to make. If customer satisfaction improves going forward, I may "forgive" them.

  • Willie Baidy
    Willie Baidy 8 months ago

    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)

  • versita
    versita 9 months ago +655

    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.

    • aeonjoey
      aeonjoey 9 months ago

      Oh 100%

    • Siana Gearz
      Siana Gearz 9 months ago +2

      @Neojhun There are service complaints of similar kind going 5+ years back.

    • Neojhun
      Neojhun 9 months ago +2

      @BarryMcKockinner Not revolving door. Newegg ownership changed recently, first big change in a long time. Somehow they could exploit a SPAC merger to go Publically Traded company. Seems like customer service was neglected during this massive change.

    • FlimerMithrandir
      FlimerMithrandir 9 months ago +1

      If ppl there are new to their Jobs its likely that the old ppl who worked before them got fired or just said nope to their (maybe new) Methods. Or rather its unlikely those Guys got the Job recently because they did such a great Job… when there is obviously Things going on that have NOT been ok recently… So something is off. Whatever actually it is… again, something is off.

    • Al McJones
      Al McJones 9 months ago +1

      I don't see the point of this video. Newegg has been a garbage company for nearly a decade now. Flying out to talk to a bunch of executives whose job is to protect the company image isn't going to change a single thing. Steve is trying to give a chance to a company that has had numerous chances and is known to be trash.

  • Leto Verheij
    Leto Verheij 4 months ago +1

    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!

  • Tyr4ntGaming
    Tyr4ntGaming 7 months ago +1

    I'm so glad I have microcenter nearby. Dealing with customer service bots would be infuriating.

  • Robert C
    Robert C 8 months ago

    Thank you for going deep and thorough with this.
    You could blame the corporate lawyer and HR for the bad behavior.
    Somehow all of these big corporate thinks they could just hire CS and deter people and shy away from doing the right thing.

  • chutcentral
    chutcentral 4 months ago +1

    Provided they commit to this, this is the right move. As a company director myself, this is a real tough spot to be in. They handled it the best way they possibly could. Meet the issue head on, acknowledge past failures, apologize, perform root cause analysis and install preventive measures that will stop these issues from recurring in the future.
    Bravo, Newegg! Now they just need to put their money where their mouth is and stay the course.
    They deserve credit here. A tenuous, precarious credit that is hinged upon future performance, but credit nonetheless!

  • JD
    JD 9 months ago +271

    Never thought I'd watch a whole corporate meeting on Clip-Share. Nevertheless, great content from all of you! This is real tech-journalism work

    • Brandon Goll-Mosley
      Brandon Goll-Mosley 9 months ago

      @Xenithflare This is the old school way of talking in the business world, as the new generation comes in, this cooperate lingo should go away. Consumers now are forcing the hands of companies for more transparency and to be more direct. Gamers Nexus having this meeting uploaded to Clip-Share is a HUGE step in the right direction!

    • Paul Valente
      Paul Valente 9 months ago +3

      @Xenithflare i agree i was just going to "echo" what you was going to say. XD

    • Xenithflare
      Xenithflare 9 months ago +22

      The fake corporate-speak is really bugging me. Steve asked why people should shop at Newegg and the customer service guy gives a long-winded overview of policies they've enacted, but clearly haven't worked well for customers. He didn't answer the question and just talked for long enough that he hoped you'd forget what was asked.
      I have to deal with this type of speech all the time and it's frustrating because you know if they just spoke candidly you'd have an answer in 1/3 the time and would likely have a better understanding. You might not like the answer itself, but I'd rather have the info than be led around by the nose.

  • TheoneNonly
    TheoneNonly 4 months ago

    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

  • Chef Ziolkowski
    Chef Ziolkowski 4 months ago +1

    I like Newegg. I've been buying from them since probably 2002. I honestly feel, after watching this entire video, that they are most certainly a company who cares about both thier reputation and customer satisfaction. No company will ever be able to fully please everyone, no matter how hard they try. And for a fact, they, and every other company around the entire globe are very regularly dealing with dishonest customers, and so these companies literally Try to find an appropriate balance of "perfect customer service and catering to every customer versus letting customers walk all over them which would mean them losing profits for thier hard work." Nothing is simple in this world. They are doing the best that they can while still trying to keep thier 5,000 employees fed and secure with long term jobs as well. They are offering a service to all of us, and they work hard to do so. And after watching this entire video, it is obvious to me that they Do care, and they are actively looking for that Balance, as this hectic and screwed up world continues to change, without thier company being taken advantage of.

  • Turnabout
    Turnabout 4 months ago +1

    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.

  • Lovemy1911a1
    Lovemy1911a1 8 months ago

    Wow this was fantastic. Amazing job from Steve and I have to give the Newegg guys credit for doing this. It's not a fun situation to be in when your company is stuck into a crap spiral & you're trying to claw your way out. Yes they did a lot of the boiler plate corporate speak but at least they came to the table.
    Glade to see that they actually took input from the meeting and enacted changes. Hopefully they actually try and make long term process improvements to avoid having to do major damage control. I want them to succeed so we all have someplace other than Amazon to shop at.

  • NoobishNemo
    NoobishNemo 9 months ago +450

    It was painfully clear within the first five minutes of the interview that they are in full PR/damage control mode. They tried to get you lost in a nonsensical, repetitive, and reciprocal PR word jungle. There were a lot of carefully chosen words and corporate jargon from their side and none of it felt genuinely human or like they actually care about the underlying problems. It felt like a press briefing.
    As Andrew said it felt like they were more worried about the fact they got caught and the hot water that put them in than actually fixing the problems. The meeting seemed focused on making you (Steve) personally happy, while the concern for the rest of their customers was merely tangential at best.
    At the end of the day, this incident affected their bottom line and as corporate executives that's ultimately what they care about. That was the point of this meeting to them. To save face and save their revenue. It seems like its more about this single incident to them than a focus on the bigger picture. The big problem, as you mentioned, is that they are too disconnected from reality and too far above the "boots on the ground" employees that actually do the work that they don't understand that fixing these bottom up problems and focusing on said bigger picture is the best way to make them the money they care so much about.
    Maybe I misunderstood the point they were trying to make, but one thing that really irked me throughout the interview was how they kept trying to reinforce that "we're a small company, we don't have 500,000 employees" and it really had "just a small indie dev" meme vibes to it. You can't be a multi-national corporation and one of the most prominent electronics suppliers in the market and then try and use the "we're just a small company and we're still learning" excuse. We can see right through that and it doesn't fly. You've been around for 21 years Newegg. You have thousands of employees. You don't get to use the "small company still learning" excuse.
    I doubt Newegg will see this, but one suggestion I would like to make is for your high level execs (including everyone in attendance at this meeting) spend a week or two "in the trenches" and work in these departments. Spend a couple days working the RMA line. Spend a couple working the Customer Service desk. Spend a couple days picking product in the warehouse. If you have an actual retail location, go spend a few days on the sales floor. Work in the sales department for a couple days.
    Don't just visit with the supervisors for 10 minutes. Actually work in these departments. Shadow an employee for the day. Do it Undercover Boss style if you have to. Get a better idea of what your ground-floor employees and departments actually do and this will help you understand where the disconnect in policy vs procedure that kept being brought up in this meeting actually is and how to fix it.
    Another thing you could do, is just try using your own Customer Service. Call in, pretend to be a customer with an issue, and see how it goes. Linus Media Group does these kinds of undercover investigations and it really helps expose the issues a lot of these Customer Service departments have. Doing your own similar, internal, undercover investigation of your own department could yield some fantastic, and eye opening, results. When they kept suggesting "just ask for a manager" it became very clear none of them have had to call a customer service line in at least the last 15-20 years. Its so frustratingly hard to actually get in touch with a manager these days, not just at Newegg but everywhere, that its almost pointless to even ask. The reps just give you the runaround, and I can only assume its because "# of escalations" is a tracked KPI metric for the reps and the fate of their job is tied to these kinds of metrics.
    I do think its great they actually listened to Steve and implemented his suggestions in a pretty timely manner. We'll see if they keep following through on changes and improvements, or if they fall right back into their old rut once this whole thing gets far enough away in the rear view mirror.
    Steve, I look forward to future updates. This saga has me enthralled.
    EDIT: I removed this statement "and are worth $390 million in assets (in 2009 according to google) and made $2.7 billion in 2016." because, as pointed out by another commenter, its vague and potentially inaccurate. Its also not relevant to the point I was making. However, I wanted to keep it visible in the comment for clarity and transparency.

    • Dennzer1
      Dennzer1 9 months ago

      @Hal It's so funny to me that greedy people often don't understand that treating customers is better to service thier greed. And then even worse, when you point out the mere IDEA of thinking more longterm to service said greed, some keyboard warriors who love Conservative economic politics, start to shit on the idea of doing anything other than the cheapest most disrespectful way possible, and they actually try to say it's the "fiduciary duty" of these executives and that they "have to obey the law of maximizing profits"
      showing no understanding of what that means or how high the bar is in order for executives to actually be "convicted" of such an offense.
      These people actually think that the race to the bottom is legally sanctioned, and anyone who advocates for companies to make NOT the cheapest possible quality product, or to NOT have customer service that costs the least amount of money in ONLY short term types of ways, is a person who "doesn't understand basic economics".
      Basically, the only correct way to be in these peoples propagandized minds, is the cheapest, greediest, sneakiest, two faced back stabbing money hoarders. And that the Law forces them to be that, so don't complain about it. Its the way it is, and it will never change, nor should it.
      And long term thinking about a brands image, and a commitment to quality and service and value is "against the law".

    • D J
      D J 9 months ago

      @NoobishNemo What do you think you are doing? This is the interwebs, you never admit you are wrong, you double down and start throwing insults!

    • kevlarandchrome
      kevlarandchrome 9 months ago +1

      ​@Dycedarg's Elder Brother IF (and it is an if) my scenario is correct, it could be middle management that's doing the action still keeping upper management in the dark and trying to damage control things so they don't have the uppers coming down on their necks. There's all manner of levels of sleaze and incompetence available in the idea I laid out.
      It's a semi useful skill, you tend not to get scammed when you can imagine all sorts of ways to act like a complete and total scumbag. Though it does generally make consuming fiction a bit boring because I can think of all kinds of ways that the bad guys could be so much worse and more effective than the villains in stories usually are.

    • NoobishNemo
      NoobishNemo 9 months ago +1

      @Sheeplehunter You're right, admittedly, I pulled that number from Wikipedia. But then again, that really has nothing to do with the larger issue.
      Was it a mistake to throw those numbers into my comment? Maybe. I did try and find some more current/accurate numbers, but I didn't spend as much time on it as I could have since I'm at work and the actual numbers are secondary to the point I was making anyway.
      I'll edit my original comment to remove them. Thanks for keeping me honest :)

    • Dycedarg's Elder Brother
      Dycedarg's Elder Brother 9 months ago +1

      ​@kevlarandchrome If this hypothesis is accurate, It suggests these execs aren't as out of touch as they're representing and that gaslighting the customers is core to the company, from top to bottom.

  • knomad666
    knomad666 8 months ago

    Fantastic, Steve. Thank you for calling them out on their PR words and being direct with them. Excellent evaluation of how the meeting went, as well.

  • Ryan Lohman
    Ryan Lohman 9 months ago +1

    Have worked it for 15 years plus, a company with new executives always shakes things up sometimes for better and sometimes for worse. I really think what you said about internal rules and policy focus is where the problem lies and the inconsistencies with dealing with customer issues. I worked for a company that would outright reject returns and warranties if there was anything to prove the customer was the cause of the issue and it felt like a giant bureaucrat nightmare. Hopefully these young executives at Newegg standardized everything and they'll be less inconsistencies and more down to earth transparency between the company and the customer.

  • Yak M
    Yak M 4 months ago

    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.

  • Tex777
    Tex777 9 months ago

    Steve, you did an absolutely incredible job taking them to task and holding them responsible on all of the topics they should have brought up but tried to do "C-level speak" to gloss over. Your examples illustrating exactly where you thought the process breakdown with the pressure from KPIs was perfect. My company has long suffered a similar issue where they want metrics to drive the shop and not the other way around. If you incentivize work by metrics you'll never get the result you really want for your customers.

  • Raphael Madeira
    Raphael Madeira 9 months ago +773

    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 Clip-Share 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.

    • cmdrdredd
      cmdrdredd 4 months ago

      @Adam Zaloum Amazon would just take it back and ship a new one. Nobody is bigger than Amazon either.

    • The Dream Traveler
      The Dream Traveler 9 months ago

      Yep they do not care unless you have influence or reach that can really damage their image and brand

    • Walter Pavlik II
      Walter Pavlik II 9 months ago

      This would be most companies (as others have said.)
      Public Image is KEY for companies like NewEgg especially among the tech crowd.
      They will bend over backwards to squash negative press. Since they can't deny true experiences that have been documented, they have to figure out how to make enough changes without hurting their profit margins, because stock holders, (and this isn't about us individuals who might own 10-100 shares, but institutional owners who own the majority stock and can make voting decisions.) want profit. They want MAXIMUM profit. They don't care about the workers, and they mostly don't care about us, the consumer as individuals.... UNTIL we speak loud enough via the Socials. Pre-Social Media, they could ignore a LOT. (and not just NewEgg. MOST tech companies operated this way.)

    • TwstedTV
      TwstedTV 9 months ago

      These guys are so desperately trying to safe face, the way they talk with blanket responses and sounds so damn desperate. its just shameful.
      Its always We did this we did that and we did this and that. - Well sir if you have done all that, then why GN had a HUGE problem?
      They are only talking the way they are talking in this video, because they know cameras are on, and they are just trying to save face and use GN following
      to promote their horrible company tactics.
      They say they have experience, but all of them are new employee's of the Newegg company. So what experience do they have? They are just new employee's,
      acting like they are big shots when they are not. as every minute that goes by, makes me hate newegg even more. this is starting to piss me off.
      When ever they say "We cant make a commitment right now"
      really means, "We will tell you what you want to hear right now, but we will never implement it. because of course we are secretive company"
      "We cant really give you any numbers, because we really dont give a shit about yours or anyone elses problems, we are only doing this meeting to save face"
      This meeting was ALL about damage control....... every single time one of those newegg employee's opened their mouths, all ALL I hear is "Damage Control, Damage Control"....
      🤦‍♂
      Thank god for Microcenter...!! So happy Microcenter exist..... Because I completely lost ALL faith with newegg. I dont trust them anymore.
      I am tied of the blanket statements that every company does when they are doing damage control on shit they screwed up on.

    • EVOLICIOUS
      EVOLICIOUS 9 months ago

      Not to mention the clown car of revolving door new-hires in upper management that don't know shit about newegg, lol.