I ordered an onkyo tx sr608 from newegg.com. They sent me an onkyo tx sr607. This is an older model from what I ordered. The wierd part is that they sent me the box and remote and manual for the tx sr608... But not the 608 avr unit. I did an online chat with a customaer service rep named Stella and then her supervisor Tina. They only could offer me $50 off if I repurchased the item for what is now $116 higher price point. All I ask is for them to honor the purchase contract we had and send me the item I ordered. As you can see from this dialogue they are refusing to do so. They also disconnected the chat at the end when I was not accepting their idea on how to "make it right". Here is a transcript of the chat
9:44: 27 PM: You are next in queue...
9:44: 47 PM: A Customer Service Representative will be with you as soon as one becomes available.
9:45: 17 PM: Thank you for your patience.
9:47: 27 PM: We sincerely apologize for the long wait times today.
9:49: 17 PM: Thank you for your patience.
9:59: 03 PM: Stella has joined this session!
9:59: 03 PM: Connected with Stella. Your reference number for this chat session is 1763280.
9:59: 03 PM: Hello my name is Stella. How may I help you today?
9:59: 46 PM: Jason Carney: I just received my package in the mail today... However newegg sent me the wrong product.
10:00: 25 PM: Jason Carney: as you can see from my invoice i ordered an onkyo avr tx rs608.
10:00: 36 PM: Jason Carney: I received an onkyo sr tx607
10:00: 57 PM: Jason Carney: My box says 608 on it but the avr says 607
10:01: 03 PM: Stella: We apologize for the inconvenience. May I please have the serial number, model number and the UPC code of the item you received?
10:01: 19 PM: Jason Carney: serial number from the unit i received?
10:01: 33 PM: Stella: Correct.
10:01: 54 PM: Jason Carney: 0871dd2930020497
10:02: 07 PM: Jason Carney: model is onkyo tx sr607
10:02: 18 PM: Jason Carney: where would the upc be located?
10:03: 03 PM: Stella: The UPC code is a square bar code usually located on the outside of the retail box or on the item.
10:03: 39 PM: Jason Carney: ok... Found it.
10:04: 01 PM: Jason Carney: upc on box is 7 51398 00925 9
10:04: 29 PM: Jason Carney: keep in mind that the box says it is a 608... And has a differtnet seriel numbe ron it than whats on the unit itself
10:05: 44 PM: Stella: Thank you for that information. I will send a request to our related department to check this issue. I will issue a refund RMA and a pre-paid shipping label for you.
10:06: 29 PM: Stella: I have issued you an RMA for a refund. You will receive a confirmation email within 5-10 minutes containing the address and instructions for your return. Once received, we will process your RMA within 2-5 business. After the RMA is processed, a refund will be issued to your original payment method within 3-5 business days.
10:07: 09 PM: Jason Carney: but i dont want a refund. I want the unit that I ordered for the price I ordered it for.
10:08: 44 PM: Stella: We apologize for the inconvenience. Unfortunately, we are unable to send you the correct unit as our inventory is incorrect at this moment for that item. Please kindly note that this problem is possibly caused by some mis-labeled items at our warehouse. This is why we need the codes on the item you received to further check this issue. If the problem is not resolved, the same issue might happen again.
10:09: 04 PM: Stella: Also, a second email will be sent to you within the next 24 hours with a prepaid UPS shipping label. Please print the label and tape it onto the outside of your returning package. This label does expire in 7 days, so please make sure you send this package asap or you may have to incur the return shipping cost.
10:09: 20 PM: Jason Carney: your not following...
10:10: 41 PM: Jason Carney: I ordered an onkyo tx sr608. I have a receipt for an onkyo tx sr608. I have a box for an onkyo tr sx608... Your company sent me the wrong product. I would like your company to stand behind it's website and send me the correct item at the price I already paid.
10:10: 46 PM: Jason Carney: I dont want a refund.
10:11: 48 PM: Jason Carney: what your saying is that newegg screwed up and I wasted 3 days waiting for my product and now you have sent me the incorrect product and all your going to do is issue a refund?
10:12: 25 PM: Jason Carney: Taking more of my time by having to go to ups and pack this back up only to have my money returned?
10:13: 04 PM: Jason Carney: I would like for you to send me an onkyo tr sx608 for the price I already paid and I will ship this incorrect item back.
10:13: 48 PM: Stella: We apologize for that. We are unable to send the correct item at this moment as we need to check our inventory first. As we are not sure whether we still have the correct item in stock or not, we believe refund is the correct action. We will send you an email with once our related department reply to my request, you may reorder the item by then if we still have the item in stock. Due to this inconvenience, I would like to offer you a $25.00 discount off your next order.
10:14: 04 PM: Jason Carney: I will pay again (the same price) and then await a refund until you get this incorrect item back if you can ship right away the correct item.
10:14: 36 PM: Jason Carney: lol...$25?
10:15: 19 PM: Jason Carney: come on... This was not a case of your website inventory being incorrect... You shippe dme the wrong item packaged in the incorrect box.
10:15: 55 PM: Jason Carney: is newegg selling a less expensive item hoping me (as the customer) does not notice and accepts it anyway?
10:16: 01 PM: Jason Carney: Thats fraud.
10:16: 29 PM: Jason Carney: Now your telling me that you will give me a coupon for my inconvience?
10:16: 45 PM: Stella: Please kindly note that all the open box items are only eligible for refund. We are unable to send you the correct item as this moment. I will send you an email once our related department reply to my request. If we do still have the correct item in stock, we will send that to you.
10:17: 27 PM: Jason Carney: what does that mean?"related department" if you cannot halp resolve an issue via this medium than why are you here?
10:18: 15 PM: Stella: We need to have our warehouse to check the inventory before we give you an answer.
10:19: 18 PM: Jason Carney: your website says it is in stock... This is not an "out of stock" issue. You sent me an inferior "cheaper" item in a box for a more expensive item.
10:19: 50 PM: Jason Carney: ok... So are you saying that you will check your inventory and if it is in stock than send me the correct item?
10:20: 56 PM: Jason Carney: im not meaning to take out my frustrations on you stella... I am just a little annoyed as I have been a newegg customer for a while with great results
10:21: 01 PM: Stella: Yes, that's correct. However, we cannot guarantee that we will have the item in stock at we only have limited stock for open box item.
10:21: 22 PM: Jason Carney: wait...
10:21: 53 PM: Jason Carney: so are you saying that if you have the item in stock as an "open box" item than you will ship it?
10:22: 14 PM: Jason Carney: what if you have it in stock as a regular item?
10:23: 13 PM: Jason Carney: I see that it is in stock for $429.00
10:24: 36 PM: Jason Carney: How about you send me the rma... And a discount code for the price differnece between the $289 I paid and the $429 price on your site. I will order the correct item right now and await your rma invoice
10:25: 39 PM: Stella: Unfortunately, we are unable to offer you that. If we do not have the item in stock, we will issue a full refund (including the original shipping).in addition, I would like to offer you a $25.00 discount due to this inconvenience.
10:25: 42 PM: Jason Carney: I would think newegg would want to assist their customer in receiveing the item they purchased in a hasty matter when there is a mixup on neweggs part
10:25: 58 PM: Jason Carney: You have the item in stock.
10:26: 05 PM: Jason Carney: I can see it on your website
10:26: 25 PM: Jason Carney: why do you keep acting like it is out of stock?
10:26: 46 PM: Stella: That is for the retail item, not for the open box one. The item you ordered is a open box item.
10:27: 03 PM: Stella: an*
10:27: 11 PM: Jason Carney: the item i ordered was an onkyo tr sx608... That is not what you sent me.
10:27: 38 PM: Jason Carney: so what your saying is that I will be getting a refund and thats that.
10:28: 00 PM: Jason Carney: newegg made a mistake... And they are not willing to fix it?
10:28: 16 PM: Jason Carney: I don't see why this is unreasonable
10:28: 50 PM: Jason Carney: I ordered an item... Paid for the item... And newegg took my money but did not give me the item I ordered.
10:29: 05 PM: Jason Carney: why would you not just send the correct item out?
10:29: 12 PM: Stella: We are willing to offer you a $25.00 discount due to that inconvenience. You may reorder the retail version after you get the refund and you may also redeem the discount with your new purchase.
10:29: 55 PM: Stella: One moment and let me check with my Supervisor...
10:30: 07 PM: Jason Carney: so I will be paying $100 more than I already did? Why would I do that? Newegg is at fault and they need to honor their contract by providing me with the item I ordered.
10:31: 17 PM: Jason Carney: I have spent over $1000 dollars at newegg in the past 1.5 years. I would hope you would at least try to keep me as a customer. You can look at my order history and see that.
10:31: 54 PM: Jason Carney: I love newegg... Please don't make me hate them.
10:32: 02 PM: Jason Carney: please do whats right. Please.
10:32: 31 PM: Jason Carney: I was all excited to watch a movie tonight with my wife on our anniversary and now I cannot.
10:33: 46 PM: Jason Carney: I was just looking over the manual... I also was sent the manual for the tx sr608... Perhaps the last customer that ordered this and returned it to make it an open box item switched the product?
10:34: 17 PM: Stella: Thank you for holding. Considering that you are our valued customer, we will issue a full refund for your order # 39862739 and offer you a $50.00 discount if you order the retail version of the item.
10:34: 29 PM: Jason Carney: lol...
10:34: 42 PM: Jason Carney: I don't understand.
10:35: 06 PM: Jason Carney: own up to your own mistake and standby your company.
10:35: 15 PM: Jason Carney: send me the product i ordered.
10:36: 12 PM: Stella: I will need to check our inventory before I give you a solution as we need to check our inventory first.
10:36: 38 PM: Jason Carney: I can see your inventory online... It is in stock.
10:37: 30 PM: Jason Carney: I looked at the remote and searched it online. I even have the remote for the tx sr608!
10:37: 55 PM: Jason Carney: Obviously somebody switched the product out for a cheaper older version.
10:38: 11 PM: Jason Carney: I don't know if that was a customer or someone in your warehouse.
10:38: 19 PM: Jason Carney: but somebody switched it.
10:39: 49 PM: Stella: I understand your frustration. But please kindly note that I am unable to give you a solution as this moment as there is no way that I can get our related department to check our inventory now. I can only send you the updated info if they reply to my request.
10:39: 54 PM: Jason Carney: this thing has some scratches on it as well. I think someone ordered the 608 and returned their old 607 in the package. Maybe check with the person who had this openbox item before me
10:40: 11 PM: Jason Carney: obviously they got one past your newegg return people.
10:41: 53 PM: Stella: I understand and apologize that we couldn't assist you with this immediately. If you'd like, I can transfer you to my Supervisor who can better explain the situation.
10:42: 04 PM: Jason Carney: why don't you just give me $100 offf and I will reorder right now online. And then you can issue the rma like normal. Why can you not do that?
10:42: 12 PM: Jason Carney: yes
10:43: 08 PM: Stella: One moment please...
10:43: 33 PM: You are being transferred to another Agent. Please stand by...
10:43: 33 PM: Stella has left this session!
10:43: 38 PM: Tina has joined this session!
10:43: 39 PM: Connected with Tina. Your reference number for this chat session is 1763280.
10:43: 53 PM: Tina: Hi Jason.
10:43: 58 PM: Tina: This is Tina and I am Stella's supervisor. Could you please allow me just a moment to review your previous chat?
10:44: 16 PM: Jason Carney: I order from a big and trusted retailer like newegg so I won't get cheated. Yet here I sit in front of my computer with the wrong product and a response of (ahhh can't help you now)
10:44: 29 PM: Jason Carney: ye sTina I will hold... Again.
10:47: 32 PM: Jason Carney: The more I look over this item the more annoyed I get. I don't understand why you don't have to honor our contract by sending me the item I ordered. I pretty sure that illegal.
10:47: 50 PM: Jason Carney: I would like for you to resolve thisin one of 2 ways.
10:48: 07 PM: Jason Carney: 1. Send me the product i ordered for the price I already paid.
10:48: 53 PM: Tina: Thank you for your patience. I apologize for any inconvenience this may have caused you. After checking our website, the open box receiver is out of stock; that is why we are unable to send replacement open box item to you.
10:48: 54 PM: Jason Carney: or 2. Send me an rma for this incorrect item and give me a discount on reordering the correct item off you website right now.
10:49: 14 PM: Jason Carney: are you even reading what I wrote?
10:50: 05 PM: Jason Carney: this is not a simple (it's out of stock) deal... You sent me the WRONG product packaged to look like a more expensive product.
10:50: 55 PM: Tina: Yes, I have reviewed it. I show that we have issued a refund RMA # 40894000 for you; also, the item # 82-120-166R is not in stock.
10:50: 55 PM: Jason Carney: as a customer that looks like newegg is trying to cheat me.
10:51: 25 PM: Tina: We apologize for that and we would like to try our best to correct this issue for you.
10:51: 34 PM: Jason Carney: The item I ordered IS IN STOCK! Http://www.newegg.com/Product/Product. Aspx? Item=N82E16882120166
10:52: 06 PM: Jason Carney: The minimum would be to send me the product I ordered.
10:52: 11 PM: Jason Carney: That would be the minimum.
10:52: 43 PM: Tina: The item # N82E16882120166 is the retail version one, but the item you original ordered is the open box version. I mean the open box one we do not have stock right now.
10:52: 46 PM: Jason Carney: The "best" would be to send me the product I ordered an a coupon for a future purchase to keep me on as a customer.
10:52: 56 PM: Jason Carney: I am not even asking for anything extra.
10:53: 02 PM: Jason Carney: just what I ordered.
10:53: 33 PM: Jason Carney: but you may NEVER have the open box item in stock.
10:53: 47 PM: Jason Carney: You actually never had it to begin with.
10:54: 03 PM: Tina: For the inconvenience, we would like to offer you a $50 discount toward your new order if you would like to order the retail version one (item # N82E16882120166).
10:54: 13 PM: Jason Carney: All you had was a box for the 608 and what you actually had was the 607
10:55: 11 PM: Jason Carney: what was my original payment to newegg including shipping?
10:55: 22 PM: Jason Carney: $313 or so?
10:56: 15 PM: Jason Carney: This item is $429 on your website. I would like a discount for $116 towards the purchase of the onkyo r sx608
10:56: 28 PM: Jason Carney: All I am asking for is what I ordered.
10:56: 51 PM: Jason Carney: put yourself in my place... You order something and you get sent a cheaper version of what you ordered.
10:57: 43 PM: Jason Carney: then the company you ordered from says... Oh your item is out of stock. But we can resell you the same item for 25% more than your original price.
10:57: 54 PM: Jason Carney: thats bait and switch.
10:58: 39 PM: Jason Carney: you advertise 1 item at a certain price... Then sell a cheaper version under the guise of the better version.
10:59: 00 PM: Jason Carney: then your "fix" is give us another $116 and we will ship you the right item
10:59: 32 PM: Tina: Unfortunately, they are different items; one is brand new and the other is open box item. We are unable to honor the open box price for the brand new product. I do understand your feeling. Please kindly note that I am trying my best to help you with this matter. If you would not accept the $50 discount to purchase the retail version of this receiver, I will further check what we can do for you.
10:59: 58 PM: Jason Carney: your best?
11:00: 26 PM: Jason Carney: I think I would like to speak to your supervisor please.
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