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Kaffis Mark V
 Post subject: *Grumble* UPS Shipping
PostPosted: Fri Aug 19, 2011 9:57 am 
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So, I'm buying a new computer. The old rig has served me faithfully for a good 5 years, and still has plenty of kick left in it, so it's rotating into my secondary computer position, so a new, beastly system can chew the likes of Deus Ex, Planetside 2, and (eventually, maybe) EQ2 up and spit out a broken, whimpering, and tamed game engine willing to dutifully render up the beauty for me to behold and lavish.

Fair enough. So, I ended up making my purchase in the wee hours of yesterday (Thursday) morning. I see that they've got me down for three day shipping. Let's see here. Friday, Saturday, Monday.. that won't do. I won't be home Monday, and I won't have a good time to build it. How much is two day? $50 more? Okay, that's worth not having the hassle of them trying to deliver it to me while I'm at work, leaving the little slip for me, and me having to pick it up after work on Tuesday because I won't be home if I let them try again to deliver it Tuesday, either.

So, I pay the $3 for rush processing, to make sure it ships out Thursday (all the parts were in stock), and the extra $50 to upgrade to 2-day air.

UPS is giving me a tracking ETA of... Monday, the 22nd. I go, "WTF, dudes?" Buried in NewEgg's FAQ section, it notes that their UPS deliveries are Mon-Fri. Thanks for putting a warning on your damn order page, jackasses. *AND* offering a useless shipping option on a Thursday.

/facepalm

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Mookhow
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PostPosted: Fri Aug 19, 2011 10:01 am 
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Yeah, UPS doesn't deliver on Saturdays. Damn slackers.

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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 10:04 am 
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But.. they do! UPS offers Saturday delivery on Next day and 2nd day shipments. I think there's a mild premium involved, but it's not like I'm expecting something UPS doesn't offer.

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"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 10:31 am 
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Quote:
11:00:25 AM : You are number (4) in queue.
11:00:50 AM : A Customer Service Representative will be with you as soon as one becomes available.
11:01:21 AM : Thank you for your patience.
11:03:10 AM : You are number (3) in queue.
11:03:30 AM : We sincerely apologize for the long wait times today.
11:05:20 AM : Thank you for your patience.
11:06:50 AM : You are number (2) in queue.
11:07:15 AM : You are next in queue...
11:07:25 AM : Kelly has joined this session!
11:07:25 AM : Connected with Kelly. Your reference number for this chat session is 2566644.

11:07:25 AM : Hello my name is Kelly. How may I help you today?

11:07:38 AM : <kaffis>: Hi Kelly. I just have a quick question about the shipping on my order

11:08:01 AM : <kaffis>: early yesterday morning, I placed an order with 2-day air from UPS
11:08:30 AM : <kaffis>: you guys sent me the tracking information last night, and UPS is predicting a Monday, the 22n delivery
11:08:51 AM : <kaffis>: I know UPS doesn't deliver on Sundays, but that still seems to be 3-day shipping, not the 2-day I upgraded to

11:09:30 AM : Kelly: I would be glad to assist you with that... Can you please give me one moment while I look into this for you?

11:09:35 AM : <kaffis>: sure thing

11:11:45 AM : Kelly: Thank you for holding. Please note that UPS does not deliver packages on Saturday an Sunday. There is no delay for your order.

11:12:25 AM : <kaffis>: but.. UPS does deliver Next day and 2-day Air packages on Saturday. I thought I might have been crazy and misremembering that, so I checked -- they say so on their site:
http://www.ups.com/content/us/en/resour ... y+delivery

11:13:35 AM : Kelly: UPS does not deliver packages on Saturday and Sunday for our packages. This is included in the contract between UPS and Newegg. I apologize.

11:14:14 AM : <kaffis>: ah, okay. so it's a special case. Is there a reason Newegg makes no mention of that on their shipping selection page? I upgraded the shipping with the anticipation that it would have an effect
11:15:10 AM : <kaffis>: I paid an extra $60 or so dollars for a service that, when placed on a Thursday with rush processing and in-stock items, has no added value. Is there a reason Newegg lets me do this?

11:16:30 AM : Kelly: Due to the inconvenience, I would like to issue $20 gift card as courtesy. We will email you a Newegg gift card to the email address on file with your account within 2-3 business days. This gift card will expire 90 days from the date issued and can be used as payment on any Newegg order.

11:17:53 AM : <kaffis>: hmm. Okay, I suppose I won't turn that down, but it seems a little underwhelming. I just made a large order, and have no plans to make another order in the next 90 days. In addition, it's for a mere third of the wasted money I feel I wasn't adequately warned that I was wasting. Thanks, I suppose?

11:18:25 AM : Kelly: It was my pleasure. Is there anything else I can help you with?

11:18:34 AM : <kaffis>: the other $40?

11:19:10 AM : Kelly: Please note that the $20 gift card is the most we can offer. I apologize.

11:19:44 AM : <kaffis>: Can I register a complaint about the information given on the shipping page?

11:21:25 AM : Kelly: You can call us at 800-390-1119 for assistance.

11:21:38 AM : <kaffis>: Okay, thank you very much, Kelly. Have a good afternoon.

11:21:45 AM : Kelly: It was my pleasure. Is there anything else I can help you with?

11:21:52 AM : <kaffis>: nope

Reformatted to be less whitespacey, and substituted my name out.

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"Aaaah! Emotions are weird!" - Amdee
"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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FarSky
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PostPosted: Fri Aug 19, 2011 10:45 am 
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Ugh, wow.

I should also point out this is yet another reason I have such brand loyalty to Amazon.
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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 11:04 am 
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Huh. When did Amazon's electronics section get so good? It's a nightmare to search through, still, unless you know exactly what you're looking for already, but I'm finding competitive prices with Newegg and what looks to be as near as good a selection as doesn't matter.

Damn.

Though, I do note that they're offering me to upgrade to 1-day shipping to get it *Monday*, as well. So they don't ship on Saturdays, and are also trying to upsell me to an irrelevant level of service.

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"Aaaah! Emotions are weird!" - Amdee
"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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Hopwin
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PostPosted: Fri Aug 19, 2011 11:09 am 
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That blows man. I will gladly sell you a $20 gift card for $60 is her response?

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shuyung
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PostPosted: Fri Aug 19, 2011 11:19 am 
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Register a complaint with the BBB, not their internal complaints department.

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Arathain Kelvar
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PostPosted: Fri Aug 19, 2011 11:37 am 
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Kelly sounds hot.
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Kaffis Mark V
 Post subject: Re:
PostPosted: Fri Aug 19, 2011 11:49 am 
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shuyung wrote:
Register a complaint with the BBB, not their internal complaints department.

Well, the plan was to do both. Usually, registering a complaint internally will get you to a manager, as well, who might offer to better resolve the problem. I didn't have a problem with Kelly's service, merely with the website's inadequately placed information, and the reconciliation Kelly was, by policy, allowed to offer.

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"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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Taskiss
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PostPosted: Fri Aug 19, 2011 11:56 am 
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Cancel the order. If it doesn't hurt, why should they change?

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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 12:12 pm 
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Not sure I can, given that it's shipped.

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"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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TheRiov
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PostPosted: Fri Aug 19, 2011 12:14 pm 
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speak with a manager. First line reps nearly always have lower limits on the credits they can give. the 'we' she mentions could collectively be 1st line reps.
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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 12:19 pm 
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Yeah, but that'll have to wait 'till I can make a call and stick around on hold for however long.

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"Aaaah! Emotions are weird!" - Amdee
"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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Aizle
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PostPosted: Fri Aug 19, 2011 2:08 pm 
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Saturday delivery is standardly an additional $10 charge. That is pretty standard across all parcel services.

Deliveries are on standard business days unless specifically noted otherwise. So for instance if you ordered an overnight delivery on the Friday before Labor day, you would receive the shipment on Tuesday.

It also should be noted that if you ordered ground or 3 day, it would have similarly pushed into the next week.
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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 2:21 pm 
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That's my point. I paid extra for the 2-day air, when, due to the delivery schedule, 3-day would have been the same.

And they didn't warn me that it would be the case. I assumed that, since Saturday is offered, whatever surcharge 2-day on Saturday incurred was included in the additional cost.

I'm not supposed to know the ins and outs of their contract with UPS. And I've had UPS deliver to me on Saturdays, before. So when I do my mental math, and there's nothing about "business days," I include Saturdays. Unless you tell me otherwise!

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"Aaaah! Emotions are weird!" - Amdee
"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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Vindicarre
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PostPosted: Fri Aug 19, 2011 2:23 pm 
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Yeah, I'd say that this is a *Grumble* NewEgg...
Coincidentally, I just did a comparison on Comp parts between Amazon and NewEgg - pretty close in most cases. In my experience, Amazon delivers through UPS on Saturdays, no extra charge (with Amazon Prime, I don't remember what it is like not to have Prime any more).

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Last edited by Vindicarre on Fri Aug 19, 2011 2:27 pm, edited 1 time in total.

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FarSky
 Post subject: Re:
PostPosted: Fri Aug 19, 2011 2:26 pm 
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Kaffis Mark V wrote:
Huh. When did Amazon's electronics section get so good? It's a nightmare to search through, still, unless you know exactly what you're looking for already, but I'm finding competitive prices with Newegg and what looks to be as near as good a selection as doesn't matter.

Damn.

Though, I do note that they're offering me to upgrade to 1-day shipping to get it *Monday*, as well. So they don't ship on Saturdays, and are also trying to upsell me to an irrelevant level of service.

Depends on the vendor. I've been able to order many things with Saturday delivery. Much of their tech stuff comes from third-party vendors, though, and they don't always offer that.
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darksiege
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PostPosted: Fri Aug 19, 2011 2:34 pm 
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I thought it was understood that New Egg was to be avoided by this time.

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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 3:07 pm 
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darksiege wrote:
I thought it was understood that New Egg was to be avoided by this time.

If it was, I didn't get the memo. I deal with them maybe once every 2-3 years, as they (were) my go-to for building systems, and when you consider me helping out with a build for my brother or whatnot, that's about what it tends to work out to.

Having done the same check Vindi just did when FarSkee(e; whoops, almost missed one!) mentioned Amazon, I suspect I'll be going that route in the future.

Though, it appears their Saturday offerings are either nonexistant or inconsistent, based on the shipping upsell adverts I was seeing. (They were exhorting me to upgrade to Next day and order in the next 7 hours (several hours ago) to get it Monday!)

I'm not outraged I couldn't get it Saturday. I'm outraged that there was nothing to tell me I couldn't, and that I chose my shipping location based on that expectation, and will thus be getting it LATER than if I hadn't upgraded the shipping. And I paid for the privilege. And now, I rather resent that I was offered a third of the difference to buy me off, as if that's some kind of adequate gesture of good faith.

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"Aaaah! Emotions are weird!" - Amdee
"... Mirrorshades prevent the forces of normalcy from realizing that one is crazed and possibly dangerous. They are the symbol of the sun-staring visionary, the biker, the rocker, the policeman, and similar outlaws." - Bruce Sterling, preface to Mirrorshades
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Vindicarre
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PostPosted: Fri Aug 19, 2011 3:12 pm 
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Huh, after looking further (for no good damn reason heheh) I came across this, regarding the free 2nd day with Prims:
Quote:
*Saturday delivery will be specified on the product page, and/or during checkout. Otherwise, items will typically be delivered on Monday.


Quote:
Upgrade to one-day shipping (for Monday-Saturday deliveries): $3.99 per item.

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Midgen
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PostPosted: Fri Aug 19, 2011 3:17 pm 
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It's a shame. Newegg used to be awesome, and could compare favorably to Amazon for stuff like this.

I haven't purchased from them in a while, but based on your experience, and the one Khross had a month or so ago, I'll probably just use Amazon for my computer and electronics purchases in the future.
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NephyrS
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PostPosted: Fri Aug 19, 2011 3:24 pm 
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So not to taint the grumbling in the thread, but mind sharing your new build?

I'm keenly interested :-D

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Kaffis Mark V
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PostPosted: Fri Aug 19, 2011 3:31 pm 
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I'll post it tonight in Tech, Nephyr.

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darksiege
 Post subject: Re: Re:
PostPosted: Fri Aug 19, 2011 3:42 pm 
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Kaffis Mark V wrote:
If it was, I didn't get the memo.


It was in the thread where Khross was complaining about Newegg. I am sorry for your troubles, but glad you shared them with us, as I REALLY will not be going out use NewEgg now.

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