Developing film in a digital age. Go local or online?

May 22nd, 2013 6 comments

film-rolls-web

Why film?
Today you may think everything is digital these days, and for the most part, you would be correct. Digital phones, digital TV, digital movies and music. However sometimes it’s fun to look back and do things “the old way”. Not for greater convenience or for a cheaper cost, but just for fun.

Recently my friend and I have gotten into using 35mm film cameras. Earlier this year on a trip to Europe I brought along a Sears KS Super II 35mm film camera. It had a manual focus ring so before every shot you had to stop, think, focus, and be steady before taking a photo. This required me to re-wire the photo-taking part of my brain. See, my current digital camera is a nice Canon PowerShot SX40 HS, it boasts a 35x zoom and the ability to record 1080p videos. But one of my favorite features of this camera, and my previous digital cameras, was the burst mode. I love holding down the shutter button and taking a continuous burst of photos. Why? Well sometimes I want to capture a moment and try not to miss something. Or I may be trying to capture something in motion very quickly.

But, on the digital camera I have a massive memory card where I can take an endless stream of photos. On my 35mm camera? I have just 24 exposures (photos) that I can take before I need to use up another roll of film. So I have to be more careful, more selective, it makes me more conscious of what I’m photographing. With an analog film camera I am much less prone to taking a photo just for the sake of taking a photo. So because of this, I have taken some interesting shots and have had a lot of fun so far.

Developing

So after all the fun of shooting photos now comes the slow part… the waiting game. Today less and less stores offer on-site 35mm film development. Most pharmacy stores will process film for you at a relatively cheap price. However, just in the past few months, two CVS Pharmacy locations have removed their photo machines. Their reasoning being, the chemicals used in developing photos usually ends up going to waste due to not a lot of customers using their machine. This of course is wasted money on their end.

It’s kind of a shame really. For months I’ve been going to two local CVS stores, one was a 24 hour location and one was not. However rarely were my film rolls actually developed within the quoted ’1 hour’ period. I would often wait a day or so for it to be processed. Thankfully the processing fee is standard, and you aren’t paying for a 1 hour rush service. Still, it seemed that whoever was working at the store at the time didn’t feel the need to rush. I turned to Walgreens to see if I could get a better photo experience, unfortunately my first roll of film was forgotten about and when I finally received my film the negative was scratched from improper handling and the photo CD was useless due to a bad job on part of the scanner.

The bright side?  This forced me to look into alternatives. CVS charged me about $6 and change to have one 35mm film roll developed and to have JPEG scans put on a CD. Not bad really. Walgreens was a bit more expensive at about $8 to have the same 1 roll and 1 CD service. There are tons of mail-in and online processing services today. Thankfully you have plenty of options. So far I have tried Mpix, Lomography and TheDarkroom.com

Developing film with Mpix (www.mpix.com)

Mpix seems to offer a lot of photo products, meaning they will slap any photo on a mug, t-shirt, card, calendar, frame, etc. In fact, when visiting their site, you may be confused as to if they actually offer film developing. They do, but the ‘Film’ link is hidden on the bottom of their website under ‘Products’.

Mpix offers film processing and development by mail. To start, go to the Mpix website and create a free account with your email address. You can request free film mailers directly on your website. These are special pre-paid envelopes that will mailed out to you. You’ll receive a welcome envelope from Mpix in a few days, enclosed are the special film envelopes and some instructions. You can place up to 4 rolls of 35mm film inside each envelope. (They mail you 3 or 4 envelopes so you don’t have plenty to start with). The envelopes are pre-paid so when you drop in your film, simply seal the envelop and drop it off at the post office (or have it collected at your home). In a few days they will arrive at the Mpix offices and you’ll get an email notification once your photo thumbnails are ready to be reviewed and “unlocked”.

Unfortunately their film processing webpage is limited to one single page with not a lot of detailed pricing information on it. I wouldn’t call it misleading, but it’s a bit hard to figure out exactly how much you’re going to pay. Is it worth the price? Let’s see.

For example, under  film pricing it mentions that you are charged $0.19 per exposure (this would be $4.56 for a roll of 35mm film with 24 exposures), not bad, that’s fine. However under ‘Scanning’ it only lists the resolution and size of the scanned files. Afterwards it mentions that full resolution scans are available to purchase via an archive DVD. That’s fine, but it reads as if the lower-resolution (72dpi) scans are available at no charge or at a different rate. Here they also fail to mention that the DVD archive disc has a hefty shipping charge (it was $8 for me at the lowest rate), not including the $10 charge to house 50 photos on the DVD (a 100 photo DVD is $15).

So let’s add this up… If you had one roll of film mailed in that would be $4.56 for development of 24 exposures, $10 for a DVD disc for housing up to 50 photos, and $8 for shipping. That’s a whopping $22.56 to have one roll developed and have the negatives and DVD mailed back to you.

Now this isn’t as bad if you have multiple rolls processed at the same time, or if you saved up your good photos to put on a DVD later on. If you had four film rolls sent in that would be, $23 for a DVD with 96 photos (from the 4 rolls) isn’t too bad, but that’s not counting the processing (another $18.24). For a total just under $42.

Thankfully nobody is forcing you to buy the DVD. However Mpix currently doesn’t offer a digital download of your scanned in film either. To me it seems like they’re missing out on a market. While I wouldn’t gladly pay another $10 to download my scanned in photos, at least I would save on the $8 shipping charge, and if the download fee was reasonable, I’d probably go ahead and buy it. It would save me plenty of time and trouble scanning in the negatives myself at home.

Included in the development cost you can see a thumbnail preview of your processed photos and they will mail back your negatives to you at no additional cost. Since I’m located in New Jersey and Mpix is located in New York, I didn’t have to wait long for my negatives to be returned to me. The negatives were returned double-boxed, inside the 2nd box was a spiral of two rolls of film protected in plastic negative sleeves. The negatives weren’t cut, but they were clean and unwound.

The photos themselves came out great. They did a wonderful job on the processing of the photos. I enjoyed seeing the thumbnails on their website, and the negatives arrived in great shape. I then proceeded to scan in the negatives myself, since I did not purchase a DVD from their website.

However, it’s interesting to note that the Mpix website states that to avoid damage the DVD is mailed separately from the negatives. However I can easily fit in a plastic jewel case, with a DVD, inside the box I received. Now maybe they did tests and found out the DVD would arrive damaged, but to me (at least when only returning one roll and one DVD) it could have fit in just fine.

Overall Rating: 3.5 out of 5

Summary: While their photo DVD price is a bit high and they don’t offer digital downloads of your photos, they do process the film nicely and affordably. They offer free mailer envelops to send your film rolls in, and they send the negatives back for free in a protective sleeve. Mpix could be a bit better, I would like to see the developing part of their website have a few more details added to it. But at least least the quality of their developing seems pretty good.

Developing film with Lomography (shop.lomography.com)

If you’re into 35mm film you have probably heard of Lomography. They offer a large selection of not only film, but cameras, accessories and much more. They even offer fun services like a film subscription plan, including a random assortment if you’re feeing lucky. So right off the bat Lomography’s website differs from Mpix’s greatly. It’s clear that here at Lomography it’s all about analog film. ThLomography also has a set of shops around the globe. These Lomography Gallery Stores offer a place to buy cameras, film and accessories, some of the shops even offer film processing or film drop off centers.

The one thing I noticed right away was a bit confusing. Lomography has two websites, it’s main site, and it’s Store site. Each have a very similar navigation menu and setup, however it can be a bit confusing at first.

Lomography.com is more of a community site where you can join in discussions or events and share photos. Lomography’s store site is where you can purchase cameras, film, or film processing. So to get things started you have to visit shop.lomography.com and click on ‘Services’ and then select ‘LomoLAB Development Service – USA’. Once you find your way there you’ll have a selection of services that Lomography offers. If you are using some of their special film or products they have you covered. However for me I simply chose the ‘Standard Photo Development’ and selected the ‘Create Bundle’ button.

On the next screen you are given quite a lot of options and information. This package includes development, prints and a CD of your photos. So right away it seems like you’re getting quite a good package. On this page simply select the Film Format and Development options. You should visit their website to look at their piecing, print sizes and other important features & details, but it’s pretty easy to understand. For example if I select 35mm as my film format I can then choose my development type. If you have special film or requirements (like Slide Film or Black & White processing) you can select the option here. There are additional charges, for example Slide Film is an extra $4 to process.

In my case however things were a bit strange. I found a roll of 110 film at my parents house that must have been used in 1998. So I was working with a 15 year old roll of film. Thankfully via the Standard Photo Development plan they support 35mm, 110 and 120 film formats. The latter two carrying a $1 additional fee. So for one roll of my special 110 film at standard color negative film processing my total was $13. It may seem expensive, however you get quite a lot, development, prints, and a CD of your photos.

When you continue through checkout you are brought to a page of shipping methods. Keep in mind, this is the return shipping cost. FedEx was the cheapest a a mere $3. You are responsible for shipping your film to Lomography separately on your own. In my experience this was another $5 via USPS online (I already had a mailing envelope handy).

So the total cost for sending in one roll of film (including processing, prints, a CD, and shipping both ways) comes to a grand total of: $21 (subtract $1 for plain 35mm film). You can not deselect prints and a CD to make the package cheaper however.

So I packaged up and mailed in my special 110 film. Then I waited… and waited… and waited. Due to USPS screwing up, my confirmation number said “Out for Delivery” and then “Unknown”. Basically USPS had no idea where my package was. Thankfully I called the Lomography Store in NY, and they confirmed that my film had arrived safe and sound, this was May 1st. Now the serious waiting began. The original estimate was that my film would be processed within 2-3 days. Maybe this was a mistake, because my film would not be ready until 2-3 weeks! I started to question if my film even arrived. I tried reaching out to Lomography via the phone, but unlike my previous attempts I would only end up leaving a message on voicemail. Nobody returned my call and I tried to reach out via Twitter as well, once again hearing no response.

Thankfully on May 20th I gave them another call and FINALLY got through! I was transferred to the lab to say they just received the film on May 16th. (My guess is that the NY Lomography store shipped them to the Lab? Or maybe there was just a huge amount of photos to process) I was then disconnected and I had to call back. They noted my film should be done in 2-3 days. Thankfully on the evening of the 21st I received an email from Lomography (note this was the FIRST email I ever received about my film processing). It said my photos were ready to view online.

So I logged in and there I saw my photos! What was left of them. For whatever reason there were only 13 photos online. I’m pretty sure the roll I sent in was for 24 exposures. However due to the age of the film there are numerous things that could have gone wrong. Or the remaining photos could have simply been too poor quality to process. Whatever the reason I may find out when my negatives are returned to me soon.

Anyway despite the hiccup of the long wait, Lomography’s online photo website is quite nice. Via email you are given a link to review your photos. You can click on each thumbnail for a large version. Since you already paid for everything, this is all free and you don’t have to “unlock” any thumbnails to view them. You even get a nice option to create one .Zip archive of your photos (they email you a link to download this).

Overall Rating: 4 out of 5

Overall Lomography seemed pretty good. I was worried for a bit, and things took much longer than I expected. But the quality of the photos were nice. The only downside is if you don’t want prints and a CD you should look elsewhere, as you’re paying for them no matter what.

So I received Lomography’s package not long ago. The package I received was a white bubble mailer envelope sent via USPS first class. Inside there was a standard photography envelope you may have seen if you went to pickup your photos in the mid-1990′s. I was pleased with the quality of prints, printed on Fujifilm photo paper, along with a handy index (thumbnail) sheet. I can only describe prints as semi-glossy (at best), but still good quality, especially for the price. The photos taken weren’t the best but that was the fault of the photographer (me at the age of 12 or so). Inside the negatives were cut well and were protected in a nice clear plastic sleeve. Since the negatives were cut, the sleeve was folded nicely, allowing you to take a quick look at the photos without unrolling a massive roll of film (unlike Mpix). I was satisfied with the overall quality of the product.

Note: I don’t see a CD in the package of photos I received, however I most likely removed it and misplaced it.

Developing film with The Dark Room (www.thedarkroom.com)

I found the Dark Room through an internet search when I was looking up other film processing places. On their website I requested film mailers to be sent to me, like Mpix they will mail you some special pre-paid envelopes. Alternatively, The Dark Room gives you an option to use your home printer to print out a pre-paid postage label, and then you just supply your own envelope.

Either way the process is pretty simple. You can either go through the checkout process online and select your film type and your options, then print out a confirmation page to include with your mail in order. Or you can fill out the paper form, select your film type, your other options, and write down your credit card number. It depends on how legible you think your handwriting is. Either way you can include multiple film rolls per envelope, which is handy.

For me I chose their ‘Enhanced Scan’ development service. This includes a nice higher-res scan of your photos, a CD of your photos, a web upload of them (to allow you to download them), and your original negatives back. I opted for the better (enhanced) scan for $5 more than the standard scan. I figure the $5 per roll is worth it, I’ve scanned in my own negatives before and it’s very time consuming. They have samples and comparisons online of their standard, enhanced and super scan (professional grade) scans. For me, I liked the quality of the enhanced.

The Dark Room is located in California and they boast that they are very close to the local post office and that they make multiple trips a day. I’m a bit impatient when it comes to my film, so this made me happy. I mailed my photos out on June 24th 2013 via First Class Mail though the U.S.P.S. To my surprise, at about 3:30 pm on the 26th I got an email saying they have received my order. They mention it could take another 1-3 days for them to start processing my order.

Even further to my surprise, on the 27th at around 12:30 pm I get another email from them with a login ID and password to access their website. Maybe it was a slow processing week, but I didn’t mind! It didn’t mention anything about my photos being ready… but since they setup my account I decided to login and look anyway. Sure enough as soon as I log in I see two photos. A few minutes later I refresh the page… 5 photos! It seems that slowly but surely they were being updated on the website. How exciting! It was very fun to be able to preview the photos as they were being upload live (again I’m impatient, so this was great).

While waiting I decided to poke around the website, the website is LifePics.com, the Dark Room uses their services to host photos. While the website has some nice features, it is a bit confusing to navigate. I ended up using the Live Chat feature for some help, as I couldn’t find out how to download the hi-res versions of my photos. It turns out the website is only fully functional on Internet Explorer (for Windows). As I’m on a Mac, this doesn’t help me. I vented my frustration to the poor Live Chat lady and she said she agreed, and that they are aware of the problem and hope to have a new version of their site later this year. Thankfully I could still get my photos, but only 1 photo at a time. While I was talking to her I asked if she knew if these photo downloads (simply labeled ‘small’ and ‘large’) were the Enhanced scan quality images I paid for. She didn’t know and pointed me to the Dark Room’s email address to ask them. Fair enough, but just another example of how outsourcing part of your service to another site can prove problematic or confusing for your customers. (As of July 2014 this has gotten a bit better for Mac users, but there is still no way to mass-download all the photos)

Anyway I fired up a virtual machine of Windows XP, opened Internet Explorer and quickly downloaded all of  my photos. One annoying issue is that all of my photos (from my two film rolls) were dumped into one folder. As new photos were uploaded the photos also shifted around. I thought I was missing photos and having them disappear until I noticed the Page # and ‘Show All’ options on the bottom of the page.

Overall I am happy with the picture quality of my photos. I’m not 100% sure if these are the enhance scanned files I paid for. But they look pretty good. If they had sorted the photos into folders (by roll) and if there was a non-IE / Mac friendly option to download all the photos, I would be happier. But still, no huge problems, just inconveniences.

I expect to receive my photo negatives and CD in a few days. But I’m very happy to be able to login and view my photos instantly. That is a great feature that I wish the Mpix website would have.

Overall Rating: 4.5 out of 5

The Darkroom was exactly what I was looking for. If it wasn’t for their website which tends to be a bit incompatible with non-Windows systems at times, they would have earned a perfect score. Their results were fantastic, their prices were affordable, and their service was top-notch. They are truly film fanatics and I feel very safe sending my film off to them for developing.

Conclusion:

The Darkroom wins!

In some areas it could be closer to a draw, each service offers some great features, but some aren’t as convenient as others. Mpix, Lomography and The Dark Room do great processing. I had minor issues with each service. Mpix didn’t offer online downloads of your prints and only offered a pricey DVD option. While Lomography didn’t allow you to not choose prints and a CD and took much longer to process the film than I thought (however this may have been due to the special type of the film or due to their popularity). The Dark Room seems pretty great, but their online photo website could use an upgrade (which apparently is coming in late 2013). All are fine choices and depending on your needs, you should be happy with your results. But for me, I think The Darkroom comes out as a winner.

So in the end, while CVS and Walgreens may continue to offer budget photo processing options, you get what you pay for. Sometimes you’ll get great results, and sometimes you’ll get back a disappointing product. Both pharmacies seem to touch-up their photos (when they put them on a CD), often auto-sharpening the photos instead of leaving them how they appear on the original negative. I’d say they’re good in a pinch, but unless you have a friend working at one of these stores, I’d wait the extra few days and get it professionally done. Also, both stores seem to be phasing out their photo processing services.

So online development may be your best bet. Yes it will cost more, but if your photos are important to you – it’s well worth it.  So unless you have to have it by the next day (and can handle the risk of a non-photo-savvy person developing your film) I’d strongly consider online film development. Short of doing it yourself in your own darkroom, they offer the best value and services.

Note: I will try and upload photo samples soon. Post was last updated on July 10th, 2014.

 

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A brand new scratched record… not fun!

July 12th, 2012 No comments

In April 2011 on Record Store Day my girlfriend and I picked up The Flaming lips album Heavy Fwends. Unfortunetly we just opened it (after getting a new turntable) to find that one of the sides of the two LP set was badly scratched! I’m not talking about a tiny scratch, but this thing has 12-15 heavy scratches on it.

Certainly not the condition I’d expect a brand new record to have. It looks to me like it was a factory error, besides the scratches there seems to have been some dirt or dust in the sleeve. This is a limited edition, and Warner Bros. Records has no public email or help line for Quality Assurance, just a mailing address. I wouldn’t even think of mailing them this blindly without any hope of resolution.

So while I figure out how to actually contact them, here are photos of the record in question… be careful, the following images may be disturbing to record fans…

 

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Disney’s The Hunchback of Notre Dame – Supplemental Material LaserDisc

July 3rd, 2012 No comments

Another one of Disney’s fine CAV deluxe edition releases. I got this on eBay, it was only the Supplemental Material Disc, the film was not included. But that’s okay, I have the film on DVD. But the film on LaserDisc did have a commentary track, however I think this is the same commentary track that’s on the DVD. But on eBay this is all that was listed. You can read more about this release on the LaserDisc Database website.

I wanted this disc because it’s special. It includes a wealth of bonus features unavailable anywhere else. The first side has 58 minutes of material, and the second side has 27 minutes of material. The second side is in CAV format, offering step frames options (for use on photo galleries, slideshows, etc) and the option to pause live video an examine it frame-by-frame. Animation enthusiasts loved LaserDiscs in CAV format, because they made the act of studying animation frame-by-frame easy. And I still love them currently because of this as well!

I’ve scanned in and made a composite of the back of this LaserDisc, which lists the Chapter Index and contents of the disc. The LaserDisc jacket was too large to fit in my scanner, so I had to scan it in a few times and combine them in Photoshop. It’s not perfect, but it allows you to read everything and take a look at the back. Enjoy!

 

Click on the image to see a larger version!

Click here to view my LaserDisc collection from the awesome LaserDisc Database website. It’s mostly up-to-date.

Categories: General Tags: ,

Indiana Jones and the Last Crusade Vinyl Record Promotional Flyer

July 3rd, 2012 No comments

My Dad was looking through some of his vinyl records and came across this. It’s looks like a standard ‘Indiana Jones and the Last Crusade‘ Soundtrack vinyl record, but as you can see the cover has some label on the front which stats it’s lent for Promotional Use Only. He recalls this may have been a sample he was given to at work or something along those lines.

But what was inside the record was also equally as interesting. An old double-sided flyer for the Lucasfilm Fanclub, and on the reverse, a full page of Indiana Jones related merchandise to shop for! I’ve scanned in this wonderful double-sided flyer for you to enjoy. It’s quite awesome, I hope you enjoy it! :)

Color Lucasfilm Fan Club (Front Side) of Flyer – Click to see the large hi-resolution image!

Black & White Order Form (Back Side) of Flyer – Click to see the large hi-resolution image!

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Tron LaserDisc (Exclusive Archive Collection)

June 11th, 2012 No comments

So I got an awesome LaserDiscs in the mail today, one that I’ve wanted for a while… TRON! This is one of Disney’s CAV boxsets. The original price tag, still on the package, reads $99.99. This title is part of the Exclusive Archive Collection Series, a total of 14 different films were released for this collection, 7 in the United States, and 7 in Japan with some overlapping of titles.

This exclusive edition of Tron, only to appear on LaserDisc, contains a full double-sided CAV disc full of extras. Since I was lucky enough to get this set in very good condition, I have the nice booklet that came along with it. However, some of you may have not been so lucky. So I have scanned in the back of the booklet, which lists all the chapter stops where the supplementary features are. I hope this comes in handy for you! :)

 

Tron LaserDisc Booklet – Click for Full-Size Scan

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A Rotten Egg: My experience with Newegg.com

June 8th, 2012 No comments

Come read the story of my terrible customer experience with Newegg. I will be updating it daily until the issue is resolved.

I love technology, I really do. I’m a tech savvy guy that loves electronics and computers. So naturally I’ve used the site Newegg.com. Since 2006 I’ve been a loyal paying customer. Over these past six years I’ve purchased quite a few of electronics and parts, in 2008 I looked to Newegg’s website and built a high-end PC that still shines to this day. So I was very surprised on what happened next and what I would soon be dealing with from a company I thought I knew so well. Their customer service center says they’ll “Give you the best service possible.”, there is obviously something wrong here…

On June 6th 2012 I was talking to my friend Todd. We were talking about SSD products (Solid State Drives, like a hard drive but much faster). He pointed me to Newegg’s site to show me a deal they had on a Crucial 256GB SSD drive, the price was pretty good, $199 with an additional $20 off promo code. I had a $69.99 gift card that my brother had given me. He recently had a “fun” experience with Newegg’s ServiceNet department which gave him a measly $70 in exchange for a broken hard drive. Since it was not enough to buy a comparable product, I bought the card from him and he shopped elsewhere. So using the gift card and my credit card I completed my purchase. I heard my iPhone chime that I had received a new email, followed a few minutes later by another chime. Usually Newegg sense out a confirmation email and such, so I assumed all was well.

But all was not well – I check my email to see a cancellation notice. “We do our very best to give you the best possible shopping experience.” the email starts out,  “However we’re sending this note to let you know that your order has, which was recently placed under your account, been voiced”. The email proceeds to tell me contact Customer Service Department. So I pickup the phone and call, after jumping through an automated menu system I get an automated message telling me their customer service center is closed. Closed? Really? Most places have at least one person to answer the phones 24/7. Realizing that nobody is going to answer my call, I hop over to the Newegg website. I log in to take a look at my recent order, hoping that maybe the website has some details the generic email didn’t. At this moment I get a notice telling me that my account has been suspended. I can no longer log in and that I need to contact customer service. Now I’m even more frustrated. How can I talk to customer service when the phone lines are closed and I can’t log into the website?!

Sure enough I find the help option and I start the ‘Chat with Us’ feature without being logged in. I inform the person I’m speaking with about my issue. I ask why my account was suspended. Their responses tip-toe around the issue. They can’t tell me what’s going on, only the “Verification Department” can do that. Since they are closed too, I’m out of luck. They advise me to call back in the morning. The chat ends.

On June 7th 2012 I patiently wait at my desk, I try to login to my Newegg account again, to see if anything has been fixed, but it’s still blocked. It’s now 11:00 AM, keeping in mind Newegg’s offices are located in California it’s about 8:00 AM local time here. I call up the main Newegg number and speak to Eileen. I explain the whole ordeal to her and ask to speak to the ‘Verification Department’. She tells me they don’t open for another 30 minutes (8:30 AM) and that she can’t tell me why my order was canceled, or any reason why my account was suspended. She promises to call me back as soon as they open, and she’ll pass them my information.

I return to my desk even more frustrated and upset. The transparency between departments seems to be non-existent.  Nobody can tell me what is going on, or why I can’t simply place a new order. Looking at my computer I notice my Twitter feed. I get the idea to reply to @NewEgg about the issue. After I tweet to them they reply back telling me to email them at twitter@newegg.com about my issue. I send a long email to them at 12:04PM detailing my issue. Explaining that I want my account unblocked and I want to know what the issue at hand is. Why was my order canclend, why was my account blocked? Nobody has told me at this point.

After sending the email I keep a good eye on my phone and my inbox. I receive no calls or notice from Newegg, that is until 2:59 PM. I get an email from a Mr. Angel, his email signature says he’s a Newegg Public Image Professional. He informs me that he’s on a way to a quick meeting and gives me some information. He tells me that he has confirmed with the verification department that my account was now unblocked. He says he’s happy to discount my gift card amount and the promotional code amount off of the final price that I pay for the item when I re-order it. He explains once the purchase is complete I will have the refunded amount within 3-5 business days. He says he looks forward to my response and that he will follow up with the rest of my email afterwards.

So now I’m excited. I jump back to Newegg.com and login. I find the item that I tried to purchase on Wednesday and add it to my cart. I enter in my address and billing information. I triple check everything to ensure there is not an issue. I finish the process and an “Order confirmation” email from Newegg arrives in my inbox at 3:08 PM. I’m happy, I got the item I wanted, at the original price I intended. The shipping may be a bit delayed, but it’s on it’s way. This happiness is soon shattered, because at 3:14 PM I receive another message titled “Newegg.com – Order Cancelled”. I refresh my email to make sure this is not an old message.  No, it’s new. My 2nd order has now been canceled. I quickly go to the Newegg site to check the status of my order, hoping there is some explanation. Guess what? My account is again suspended. At this point I am beyond upset. I forward the cancellation email to Mr. Angel and tell him that my account is again suspended. I again demand to know what the verification department found out the first time around. Was my address bad? Was my credit card to blame? Do they not like my name? What’s exactly going on here. This information should have been sent to me earlier to prevent the same issue from happening again.

3 hours later and I hear nothing. Finally an email comes through from my good friend Mr. Angel. He thanks me for my patience and informs me he had a meeting that was followed up by another incident, at that time he had to take his mandatory lunch for the day. He tells me he’s passing my information over to the verification department (again) for review. He says, and I quote “This is ridiculous and I do not see why these orders are void. I am going to be looking into this further. It may be that your credit card number has been used before in a “fraudulent order”.” Wow… so now, for the first time, I am hearing that this whole issue is because of my Credit Card? It would have been nice for them to hint to me, or even suggest “Hey maybe use another card this time, see if that works.” But no – that’s too hard I guess. He finishes the email saying that he’s doing everything he can to get this fixed and that he appreciates my patience.

I pickup the phone, hoping to speak to Mr. Angle himself, by calling the phone number in his signature. However, not to my surprise, this number directs me to Newegg’s general customer service line. Since it’s about closing time at the office I head home, planning to call when I arrive home. After stopping to run some errands I arrive home. I place a call a bit before 6PM. During this 22 minute call I hoped that something would be resolved. But not quite. After explaining the information in-depth to another representative we find a cause of the problem. My name, and credit card, has been used on another account. My business account, I have used Newegg to order items for my business, I created a separate email account in order to keep things split off from my personal account.  I would be refunded the amount from my company, but not having a company credit card I had to use my own. The representative (who is not even from the verification team) says “Ohh… well that explains the problem. There seems to be a charge-back against your credit card. The system is showing you owe Newegg.” I paused… “This was resolved months ago.” I tell him… and I explain…

Back in November 2011 I tried to order some items via Newegg’s Black Friday sale – I placed an order and my account was suspended. The reason for this was a previous order that I had returned. In late 2011 I ordered an OCZ SSD for my MacBook Pro computer. The item arrived and seemed okay, but I could not get it to work. System speeds were amazingly slow, it took over 20 minutes to boot on a new install of Mac OS X. I called the OCZ company and they explained that there is a known issue with the product on my system, and all they can do is replace my SATA III drive with an SATA II drive – esensially giving me a slower model in exchange for my faster one. I told them that I didn’t think this was acceptable. They told me to talk to Newegg for a return. So I contact Newegg. Their policy for this item was “Exchange Only”, meaning all they can do is replace the item with the same exact item – which is no good since this item (despite OCZ’s specs and details) does not work on my computer correctly. After fighting with Newegg they waive the restocking fee and I ship back the defective unit to them. I note the tracking number and wait a few days. Newegg refunds me the $90 of the item on my credit card. But something goes wrong. I notice shortly after there is a new $90 charge against me. I call up my credit card company and explain, my credit card company opens a dispute, I proceed to call up Newegg and explain. Nobody believes me at first. I give them the RMA number and they look it up. They claim they never received the item. I pull up the UPS tracking number and prove them wrong. Suddenly they’re apologizing, but they can’t do anything yet. They must pass the information froward to someone else, and they will “get back to me” when it’s resolved. So the next day I have another call with them. We iron out all the details, they inform me they have reversed the charge and that they have the returned item. They apologize and the call ends. I then call up my credit card company, they verify Newegg has reversed the charge, and I have no charges against me. The credit card operator is happy that the issue is resolved and I hang up.

So now (back in June 7th 2012) I explain this as briefly as possible to the Newegg customer support representative. He doesn’t seem to deny or accept my reasoning. He explains that he can’t unblock the account. At this point I demand to speak to Mr. Angel, I explain that he has been involved and knows what the issue is and how to fix it. The representative takes my phone number and says Mr. Angel will call me soon. I proceed to make dinner and 15-20 minutes later Mr. Angel calls me. He apologizes and says that he has passed the issue onto the verification team, and that I will get a call tonight or tomorrow. He says that even if I did place an order that night, the item wouldn’t ship until tomorrow (Friday, 6/8). I tell him that I expect to be called as soon as he gets in tomorrow, he doesn’t commit to an exact time. I end the call.

June 8th 2012:  My patience is wearing thin. So far (except once) everytime Newegg says they’re going to call me back, they fail to. So I check my inbox and my phone, no emals from Newegg and no missed calls or voicemail. I wait until 11:54 AM (again waiting for their offices to open in California) to give them a call. The call doesn’t last more than a few minutes – the call gets dropped. Assuming it’s my cell phone, I dial back in…”Thank you for calling NewEgg. We’re sorry but our call system is currently experiencing technical difficulties. Please use our online chat feature…”. I don’t believe it. Just my luck, the call center is down! Following their suggestion I use the online chat service again. This time I know a bit more information, and I hope that they’ll be able to at least unblock my account.

I speak to Claire, I explain the situation and she transfers me to “a related team” to help me out. A person named Jackle is added to the chat. He apologizes for the inconvenience and asks me if I’m placing the order using an international credit card, or if I’m placing the order outside the United States. Obviously (even though they have my order number and my customer number) they have no idea what my issue was or the status of it. So I’m blunt with them. I tell them this is my 3rd day without resolution and that I would like to speak to Mr. Angel. They tell me what I already know, the phone line is down and they will have him call me when it’s back up. I remind them that I’ve been promised many times from their service center that people will call me and they never do. I ask to be transferred to the Verification Department. Jackle tells me that they do not take contacts directly, all interactions must be forwarded by Customer Service. (But aren’t they customer service?!). He tells me to “please just wait for us to contact you”. I again remind him I’ve been waiting for 3 days, and I don’t trust Newegg to call me back. I tell him I want this resolved now. Jackle says “I can have the verification team look into it, but it’s going to take a few hours. We wouldn’t be able to resolve it immediately.” I tell them that Mr. Angel has already talked to the verification team and that I would like to avoid confusion by them not entering a second ticket into the mess. I tell them that Mr. Angel has passed along my information to the ‘Verification Department’ last night and that the processing time of  “a few hours” should have been enough by now to solve the issue. I explain that the issue is my credit card and that I would need to place a new order with a different card. Jackle responses “Due to security reasons, we might not have the exact reason why the account was suspended.” … “There should be an update by the end of today. I’ll be sure to have Mr. Angel follow up on it.” – I again tell Jackle that I’ve been hearing the same promises for a while now. Obviously this chat isn’t moving forward. I give Jackle my cell phone number and tell him that I will be expecting a call from them ASAP. The chat ends at about 12:15 PM.

At 12:22 PM I get an email from Mr. Angel. He says he just “walked in 20 minutes ago” and that there was a blackout in the area. He mentions that all the phones are down and they currently have limited functions. He says he’ll get back to me ASAP.

As of 1:30 PM I have not heard back from Newegg or Mr. Angel. I doubt even if I placed an order, if the product would arrive tomorrow, before I leave on a short trip.

1:53 PM – Mr. Angel emails me and tells me he’s trying everything he can to get this expedited. He says the verification department is being very strict about my situation. I replied to Mr. Angel (again giving him my cell phone number) tell him I am expecting everything to be finished by today (as he promised) and to not hesitate to have himself or the verification department call me.

2:34 PM – Another response, that was quick. Mr. Angel informs me that the issue has been escalated and corporate is now involved directly. He says he is working on the issue to prevent further delays. Again this is no estimated time of my product being ordered or shipped. I replied to him inviting anyone at Newegg to call me to hear my side of the story, or to receive my previous RMA / UPS tracking numbers from November 2011.

2:51 PM – In another email Mr. Angel informs me that he does not believe the issue will be resolved in time for a delivery of the item on Saturday as promised. Wonderful.

Later on this evening I was able to finally re-place my order. My package should arrive Tuesday…

Sonic the Hedgehog 4: Episode II impressions

May 16th, 2012 No comments

In 2009 when Sonic the Hedgehog 4 was announced dozens of fans got excited (cautiously) for what everyone hoped would be a triumphant return of the blue-blur in all his 2D glory. In 2010 the game was met to mixed reviews. Some long-time fans were hard on the game, others chose to focus on the good instead of the mediocre and bad… I can’t say I blame the negativity, Sega was pushing the title and teasing that it was the true successor to the 1996 hit Sonic & Knuckles, a bar set very high. In late 2011 a teaser for Sonic the Hedgehog 4: Episode II was released, again stirring up high hopes. A short five months later, the game is now released on the Playstation Network for the PS3 and will be released on more consoles and devices in the coming days.

As I checked twitter this morning I realized today was the release date for Sonic 4 on the PS3. My time at the office today seemed to go by slowly just to torment me. But finally when I got home I hopped on the PS3, downloaded Sonic 4, Episode 2 and sat down for a while. I wouldn’t raise from my seat (except for a quick dinner) until I beat the main storyline of the game. I give you, my impressions:

Press Start

Sonic 4 Episode I had a lot of problems, but it wasn’t really a bad game all in all. It was a starting point and I always knew that Episode II would improve upon I greatly. Thankfully this seems to be the case. To start things off right the budget for Episode II is larger and it shows. I mean, wow, does it show! From the title screen to the first introduction and stage the graphics are sharper, crisper, and all with better fluid and fun animation. The music is good as well and compliments the game, I was humming along to some songs while others didn’t tickle my fancy as much, but I can see myself getting to like them more and more. The sounds, some familiar, some new, add a heavy dose of Sonic charm that returning fans will love.

 

A Zone is a Zone

It’s easy to see that Episode II takes a lot of cues from Sonic 2, but don’t worry it’s done in good taste. The special stage is a variation of Sonic 2′s special stage, but it mixes things up with different obstacles, multiple paths, and some new tricks. Red Star Rings (as seen in Sonic Generations) also make a return in this game. Think of these as extra bonus items that are challenging to get, almost like the 8 Red Coins in Super Mario 64. This adds a nice layer of replay value that was missing in Episode I.

As with the first installment in the series we have 5 main stages. Unlike the first episode where stages seemed to be almost too-closely copied from the previous Genesis games we have some interesting new lands to explore. I always felt that Episode I played it too safe. Most of the stages, obstacles, and enemies were too similar. It was more of a rehash of previous material than new levels. Thankfully Episode II changes this, to a pretty big degree. Yes we’ll have familiar areas, names and obstacles. Yes some familiar badniks will try to stop you whenever they can, but I was pleasantly surprised by the amount of new material. It looks like Sega decided to go all out and explore this time around, and in my opinion it works. There will be times where you’ll recognize an area or stage style from a previous game, but the experience is different overall. Which is a huge plus.

 

Tails saves the day

Sega obviously has a hard time deciding how far to push Sonic games lately, either they don’t push enough and we get a weak rehash of a game (Episode I) or they push too hard and we get an unplayable mess (Sonic Unleashed), but it seems they found a pretty good mixture this time around. There were several “Wow” moments for me during my first run through which left me with a smile on my face. The addition of Tails really makes all the difference. He’s playable in co-op mode (either online or local) as well, so that adds a lot to the replay value of this Episode. Tails gives you two special moves. The first is his signature flying technique. Like in Sonic 3 you can call upon Tails to lift you out of harms way or to reach new areas, something you’ll be required to do during the game. The second special move, which you will rely on far less, is a kind of double summersault. You combine into a big orange and blue blur and destroy the majority of obstacles in your way. It’s usually pretty obvious when you need to perform these actions, but I was caught off guard once or twice.

How you summon Tails is different from Sonic 3 however, which required a 2nd player helping you out. In the PS3 version you press the Square key to perform the special move at anytime in single player mode. The trick is to fly you need to be in mid-air, and to do the summersault you need to be standing on the ground. I won’t lie, I’ve died a few times when Tails decided to do the opposite of what I was trying to do. But it just takes a bit of practice and most of the time it works fine. The instant ability to call on Tails to fly you out of harms way saved my skin over a dozen times. If you run too fast off a bottomless pit, or realize you missed a critical platform, just be quick to tap the Square button and use your thrusts carefully and you’ll save yourself a life.

 

Some people may see these special moves this as a negative aspect. We never had special moves before, why add them now? Well I’ll tell you why, because it spices up the gameplay. Sonic needs to evolve a bit, if not it gets old too quick. These moves add some new tricks to the game and gives you a great way to explore new paths and areas. Afterall Episode II is quite challenging. I’d be lying if I said I wasn’t cursing at the TV screen or grinding me teeth a few times through the game. A similar reaction to some of the tougher parts toward the end of Sonic & Knuckles. So like it or not, Tails comes in handy.

 

Metal Sonic is back and he means business!

I’ve always been a fan of Metal Sonic since my Sonic CD days. He was teased at the end of Episode I if you collected all the emeralds. I was hoping they wouldn’t mess up his return like they did in Sonic Heroes, to my surprise, they didn’t screw this up. You battle Sonic’s Metallic copy in a few stages and he’s involved in a good amount of boss battles later on in the game. I won’t spoil anything, but there are some great throwbacks to Sonic CD that gave me a big smile. And if you bought Episode I you get a special ‘Metal Episode’ to play which gives you the background on how he was revived. In this you play levels from the previous Episode as well. The Episode I stages look even better then they did in their original release, and it was a pleasure to play as Metal Sonic. He isn’t just tacked on either, he has his own set of moves, some great special sound effects and animations.

 

Has the Sonic Cycle been broken?

So a few hours after clicking ‘Buy’ on the Playstation Store I completed the main storyline to the game and collected a handful of emeralds. Overall Episode II was pretty difficult actually. I’m a veteran of the Sonic the Hedgehog Genesis series and I found this to be just as tough as Sonic 3 or Sonic & Knuckles. The boss battles especially, some of the latter ones are pretty unforgiving, clearing out my cache of extra lives pretty quickly. You’ll definitely be giving the TV screen some dirty looks here and there, but like the classic Genesis games the levels become easier with the more practice you have.

In my opinion the Sonic Cycle is broken for this round. Episode II easily surpasses Episode I in both quality and creativity. The new badniks, zones and graphics really make this game shine. It’s easy to see all the love that went into this game, especially with fine touches like the ‘Cool!’ thumbs up banner that returns in the Special Stages. Episode II may not be perfect, but it comes pretty close. It feels much more like a classic Sonic game than Episode I and it left me eager to play Episode III.

Categories: General Tags: , , , , , , , , ,

Why to avoid gambling with ServiceNet warranties

April 25th, 2012 No comments

In May 2010 I had a dilemma. My brother’s birthday had just passed and I couldn’t think of a gift to get him. After much thought I decided something that he would like. A hard drive. He loves music and even makes his own, so storing it and keeping his machine backed up takes up a lot of disk space. So I went to Newegg.com, having good previous experiences with them, to see what deals on hard drives were on sale. Unfortunately nothing seemed to be in my price range, until I found one item. It was almost too good to be true… and unfortunately that would be the case later on. It was a 1TB Western Digital external hard drive, this drive had a FireWire port, which was great for my brother’s Mac. We are both FireWire fans, so the thought of me buying him a USB external drive was out of the question. For $69 it was a pretty good deal, but here’s the catch, it was refurbished. I would usually stray away from these drives, but Newegg offered a warranty through a company called ServiceNet. I was intrigued, I had never heard of the service before, but since Newegg offered the option for $16.99 for a 2 year replacement warranty. Fearing that a rectified drive would fail before it’s standard warranty I reluctantly bought the ServiceNet warranty. The drive shipped soon after.

Tom loved the gift. He could use the hard drive space badly. But what I thought would be a stress-free gift soon turned out to be a nightmare. In late 2011 Tom complained that the drive was making odd noises and sometimes failing to show itself. Shortly after it started making dreaded clicking noises, the sure telling sign of a failing hard drive. Thankfully the files stored on the drive were backed up elsewhere, so losing the data wasn’t a concern. So I figured things were okay. I bought the ServiceNet replacement warranty, so he would get a replacement drive without issue. Right? Sadly this would not be the case.

I forwarded Tom the information (sales order receipt, etc) so he can call up ServiceNet himself. I was a bit busy at the time and I figured he could handle it himself. Unfortunately they required me to call up directly. I ended up filing the claim online for the hard drive. I would soon be contacted asking to return the hard drive to them, so they can replace the item. “Great!” I thought, this gamble has paid off. Weeks go by and I didn’t receive an updated status about the drive. I was about to call up when I receive a odd email on January 10th, 2012. It’s from Newegg. The subject reads “Newegg.com – Gift Card from Service Net”. So off the bat I’m confused. A gift card? I didn’t request a gif card. I requested a replacement!

Well it turns out that due to the flood in the Thailands Western Digital hard drive prices have skyrocketed. So for the warranty company ServiceNet, they took the cheap route. Refunding me $69.99 instead of paying even a penny or a dollar more to replace the actual item. I forward the email to my brother and tell him that he wasn’t going to get a replacement hard drive. He was discouraged, but thought that if he called up to ServiceNet they would see their mistake and would just replace the drive instead. However this was not the case. They refused to talk to him and wanted to talk to… that’s right. Me again.

At my office things were ramping up for our large yearly meeting. So I was beyond swamped in work to take time to call up and make a case about this. However my brother is obviously more concerned about this then I am, because it’s his hard drive. Finally getting around to it I make a call to ServiceNet in April 2012. I give the automated menu my case ID number and waited for someone to answer the line. A man picks up the phone and asks me for the number again. I comply and give him the information. Right off the bat I can tell this isn’t going to end well.

He points out that I have already received a gift card for the item and asks what I’m calling about. I explain the situation. I bought the hard drive with the extended warranty and expected a replacement product. What I got was a gift card instead. I request if there is a replacement device they could send instead, or if they would cover the $30 or $50 price ($30 for a USB replacement, $50 for a nicer FireWire model replacement) difference to a new replacement hard drive. Immediately he becomes defensive. Pulling out terms of the warranty as if they were common knowledge to everyone, which it obviously was to him. He elaborates that there is a clause in the warranty stating that if the cost of the time fluctuates or increases the ServiceNet company can opt to buy-out your warranty contract. Basically giving you your money back, and taking your item. I understand what they’re doing, but that doesn’t mean I like it. I explain that the reason I bought the “Replacement Extended Warranty” (as it is worded on my receipt) is so that I could replace the item should it fail, which I had a hunch it just might. He sights the warranty clauses again, and asks if I want to ‘dispute’ the terms of the warranty. This time his voice sounds more intimidating. I told him I don’t want to dispute the warranty, I understand the terms, but that in my opinion it was a shady practice to offer a replacement, only to cheap out and refund the cost of the item. I clearly wasn’t getting anywhere, so I ended the call.

So I paid $69.99, plus $16.99 for the ServiceNet “warranty”, plus $4.99 shipping, plus about $5.00 in tax. Totaling around $97.00. All I have now is a $69.99 gift card from Newegg that won’t get me a replacement item. The cheapest 1TB hard drive is $99, but it’s only USB. For $119 there is a Western Digital FireWire 1TB hard drive however. If ServiceNet offered me an extra gift card of $20 or $30 that would have been the end of it. At least it would have lessened the blow of having the hard drive fail.

So they have our broken hard drive and all I have is a gift card that won’t even cover the cost of a replacement hard drive. They mentioned that if they had a comparable model they would replace it, but were vague on their source of such items or if they ever would receive any. They blame Western Digital for raising the prices, and suggest I complain to them. They said they can never make an exception, not for anyone. If they make one exception they would be “opened to lawsuits”. Um okay… I don’t buy that.

So what it boils down to is this. You’re gambling when you buy a warranty, but that isn’t really anything new I suppose. ServiceNet knows that. In fact, they thrive on it. They obviously don’t care, or doesn’t want to care about their customer’s issues. It’s ironic, the company quote showcased on their webpage reads “Our aggressive and focused goal is to provide the most outstanding service to our clients…”. But I think they should update their quote to “No exceptions. Ever.”

I will never buy a ServiceNet warranty ever again. I’d rather take my chances with a product then pay good money for them to find every way possible to weasel out of the original warranty agreement and to screw me out of a replacement product.

Categories: General Tags: ,

Looking Back: Old Multimedia on the Web

December 6th, 2011 No comments

If you grew up in the early 90′s and you had a computer chances are that you were connected to the world wide web. The internet was very popular, with services like AOL and EarthLink you’d be signed online and you could explore the web – you were only limited by your modem’s speed (and your phone bill). You had a 56k modem if you were lucky and even then things weren’t too ‘quick’.

Web Multimedia was at it’s infancy and it took ages to download anything worth watching. You would need special plug-ins and codecs and unlike today not everything was usually compatible with each other. Especially having a Mac there were a lot of videos and other items that just wouldn’t work. Growing up in this internet age my parents had a Power Macintosh 7500 desktop. It was pretty quick in my eyes and it was the main computer of the house. I vividly remember logging onto AOL 2.7, going to the Games section and looking for downloads. I’d usually choose the downloads where the download time was less than 1 minute. This would included video game midis, south park audio clips, and other small audio files that managed to be uploaded by other users.

I remember once finding a Star Wars site online and downloading a ton of audio clips from the movies. I was devastated when my Dad needed to delete them to make space on our computer. This was before we had our Zip 100 drive which would let us save up to 100MB on each of our own disks. I remember getting one for my birthday, that must have been the geekiest gift ever!

Videos were a whole other story. I remember putting in one of Apple’s Mac OS 8 install discs (either 8.5 or 8.6), it had a Bare Naked Ladies music video on it and I was amazed how the quality could look so good. I remember knowing little about what a DVD was, but later on I tried to install the DVD Player software on our older Non-DVD equipped Mac. Of course that never worked, and I later found out why.

Online videos were mostly streaming, I remember RealPlayer was unfortunately used a lot. It was always hard to track down the free version of RealPlayer too. Especially the Mac version, they always wanted you to download the Gold version. Since I was young I was afraid of anything I had to pay for, I didn’t know how it worked but I assumed money was taken instantly from my Dad’s wallet via magic. I never understood why everyone liked RealPlayer, I hated it, I could never save a movie, we’d have to be online to see it. I remember whenever something was a QuickTime file I’d try and save it with mixed success. I remember my Dad bringing home QuickTime 4 on a CD, that was cool since it had some live “TV” like stations you could watch. Not a lot of them worked, but when they did you felt like you had your own little TV on your computer. There was a TechTV channel and a Weather channel. They were usually either pre-recorded clips or a few minutes of a show that repeated.

Speaking of your own personal TV our Mac 7500 had AV and S-Video input on the back. We had an old VCR hooked up to the machine so we could watch VHS tapes or even watch basic cable. I remember taking screenshots and small video recordings of The Simpsons. I also remember watching Star Wars: Return of the Jedi on our Mac and playing with the figures while doing so. I was fascinated by that, later I would understand how it worked, but back then it was magic.

Today you can download a whole movie or steam a movie from Netflix in a matter of minutes. Video compression is worlds better, and RealPlayer is unheard of. MP3 files have taken over the portable MIDI sound files, and with CD burners built-in to nearly every machine today it’s easy to share multimedia to friends and family. But you can even blast the content over to another machine online, you don’t have to wait to mail a disc to show your relatives who live elsewhere your photos. Just upload them to Flickr to send them an email.

Digital audio and video technology has sure come a long way since I was a kid. And I’m sure glad it has, without their advancements it would be cumbersome and frustrating to share audio and video on the web. Let alone show somebody how to access this file!

Categories: General Tags: ,

Newegg scrambled up my account

November 24th, 2011 No comments

First let me say I love NewEgg. I’ve been a happy customer for over 7 years. I’ve ordered anything from cables to a laundry list of parts to built my own computer form them. I’m a tech savvy guy and usually NewEgg has the best selection and prices. So I’m usually very happy to shop with them and I’ve hardly ever had a problem with them before, certainly not a problem that they couldn’t resolve. I’ve recommended countless friends and co-workers to the site. I fix PCs all the time and 9 times out of 10 the parts I order are from Newegg. I’ve even gotten the company I work for to order items from them. So I am a big fan, until now.

But today when I went to take advantage of some of their Black Friday deals I was turned away. They would not let me log in. They suspended my account and even creating a new account with my name didn’t seem to work. Why was I blacklisted? Because they screwed up, and here’s how they did it. (Skip down for a summary if you wish)

On September 12th 2011 I ordered an OCZ brand SSD (solid state hard drive) for my MacBook Pro computer. I was happy to get it when it arrived, but it didn’t work as advertised. It simply id not like the SATA controller in my MacBook. OCZ customer support offered to give me the same size drive, but at a slower speed to resolve this issue. But I paid for the faster model, so I turned them down. I talked to Newegg and explained my situation, unfortunately the return policy for this item was ‘exchange only’ so I would get the same non-working item again and again. Newegg wanted a $15 to 20 restocking fee if I returned the item. So I contacted Chase, my credit card company which I thankfully used when placing the order. They were happy to assist me and credited me $90.94 temporarily until NewEgg paid them back (the amount of my order with shipping & tax). So a day or so goes by and after reading online about other people getting success with Newegg waiving their restocking fee I try the same thing. It works, I get them to refund my item in full and they even gave me a UPS label to mail it back, no restocking fee. So on September 27th I ship the item back to them and cancel my Credit Card dispute because I was satisfied that Newegg would refund me and everything would be fine. It was not.

On October 4th 2011 at 1:53 PM I receive an email that my RMA return was successfully delivered to the RMA warehouse. Then at 2:08 PM on the same day I get an email saying they verified the contents of the package and that a refund will be processed to my account, it should take 3-5 business days. At this point I expect everything to work out. I pay my credit card off each month, but I didn’t notice the $90.94 being credited. I thought maybe it would take a while, so it sat in the back of my mind until November 22nd (Yesterday).

I try to login to Newegg.com and I get a message saying my account is suspended. It says to call Newegg or use the LiveChat web feature. So I chat with the persona online, they say they do not know why the account is suspended. They pause to try and find out. They say they can not figure it out and pass it to the dispute department. They say I’ll have an answer within 24 hours. So I reluctantly accept this feeling that this person can’t help.

But then I have an idea, I create a NewEgg account with another email address and use the same card. Since NewEgg can’t tell me why my account is suspended I figure it could have been hijacked or as simple as trying to log in with an incorrect password one too many times. So I make a new account, use my same Chase credit card and try to buy the same items. Things look like they went through, but they didn’t I get an order cancelation message a few minutes later saying ‘VOID’ and that’s all. I call up NewEgg again, and they again tell me they don’t know what the issue is, but they’ll look into it. I tell them to note the two email addresses / accounts that I used, they say they will. So at 4:36 I get an email from Amy from NewEgg.

Dear Steven,

Upon further evaluation of your account, we have been informed by our verification department; that we are unable to service your account at this time. Additional information has been requested for further review. It appears there is a record of a pending charge back on your account. Please note in order to reinstate your account the charge back would need to be reversed, or if you have already done so please forward me documentation of the sucessful reversal for you.

We apologize for any inconvenience.

So it appears that NewEgg thinks that I tried to start a charge back to get money back. Which is true, they owe me $90.94. So I call up NewEgg once more. They tell me to call up my credit card company. I call Chase and another Amy answers my call and happily assists me. She sees that I started a dispute and then canceled it, but that NewEgg never sent any money back to me. So I explain to her that I have an RMA email with a number stating that they received the item I sent back and that I will get money in 3-4 days. Obviously this never happened. So Amy re-opened the dispute with NewEgg and said they have 60 days to respond.

Not wanting to wait 60 days to figure out what the issue is (or attempt to order something from NewEgg again) I call up NewEgg for call number four. A lady answers the phone and I explain my long, long situation about what is happening. She looks into her records and sees that NewEgg thinks I owe them money! So I ask to speak to a manager and tell her I know it’s not her fault, she thanks me and passes me to Dan. Dan reads my notes and again tells me that NewEgg thinks that I have the OCZ SSD item and $90.94. So we finally got to the problem. NewEgg thinks I have their money and their product!

So I tell Dan this is not true. He may have thought I was making it up, but I give him an RMA number and this stopped him in his tracks. He looks up the RMA and sees the product was indeed received in the warehouse at 9:23 AM on October 4th 2011. He still says they tried to pay me my $90.94 back to my Credit Card and it was successful. I ask him for a transaction ID or something so I can tell this to my Credit Card company. But he fails to find one, he says he’ll forward this to the finance department to take a look. He says they’ll get it this evening and that the earliest I’ll hear something back or be able to use my account again is Friday. I explain to him how frustrated I am, I was planning on buying numerous gifts and items, potentially spending upwards of $500 on NewEgg.com and taking advantage of their Black Friday deals. He says he can’t begin to imagine how frustrating it is, but says that he can’t do anything and that the finance department must unblock my account. He confirms that I can’t use my name, address or credit card on Newegg. I can’t create a new account, I can’t use my Debit Card. Nothing! So until they decide to unblock my account I can’t give them money. I can’t take advantage of their sales, and I can’t get anything ordered ahead of time for the holidays. I didn’t do anything. NewEgg screwed up, and because of this I am the one who is missing out. If it wasn’t for some NewEgg.com specific sales & rebates that aren’t available elsewhere I’d go to Amazon or Frys.com, but for now I’m stuck.

I’m not going to give up, I’m going to keep giving them calls until something happens. Because I am not happy and this is 100% unacceptable and ridiculous. I’ve never had so much trouble trying to give a company money. I know I shouldn’t be doing that after all this, but all I want is to purchase items and get some holiday shopping done ahead of time.

SUMMARY: NewEgg screwed up with my return. They thought I had the returned item and they already refunded me my money. Neither is true, they have the returned item and never refunded me my money. So now my account is on hold, I can’t buy anything or even log into my account to look at my invoices (thankfully I save all my emails). The earliest my account can be unblocked is Friday. So I will miss out on any sales and promotions that I wanted to take advantage of. Basically I want to give them money and I can’t due to their mistake.

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