Newegg Tech Support
I have worked in various support services departments for different companies. I did tech support/customer service for Nu Skin/Pharmanex which didn’t require a ton of knowledge, but they did require us to know everything in our scope of support. If someone came to us with something we didn’t know, we found it out. I felt like a slave, but at least our customers were satisfied with out service. I later worked for Apple iPod Tech support. Here the training was surprisingly rigorous. Apple really did want us to know as much as we could about the products we were providing support for, despite the fact that if someone couldn’t figure out how to use an iPod, they probably have a fairly low intellect. 85% of the time the hold button was on or it was out of power.
Recently I was informed of a tech support department who not only didn’t know how to help their customers for some of their products, they decided that rather than finding the information out and teaching the rest of the tech support team it would be easier to just actually send the customers to another companies tech support. I know . . I know . . it’s absolutely ridiculous.
Newegg is a huge company who has a fairly dominant position in online retail. On a number of occasions they have referred customers to Sewell Directs tech support department for products and questions concerning Newegg’s products. It has been known for a long time that Sewell Direct has had an amazing Tech Support and customer service department, but honestly think about how sad it is that Newegg is a company willing to lose customers and taint their online image by trying to earn money but not support and help their customers.