Leadership By Numbers

When it comes to building systems from scratch I usually rely on Asus, but I've used other manufacturers when they were a better solution. Soyo makes good motherboards, and recently I used them for building a client system, but I will never, ever, again touch a Soyo board.

I guess it's my fault, because I fell for their mail-in rebate offer which promised a full rebate for a Soyo Dragon 2 motherboard. I don't use mail-in rebates any more because so few of them have been honored by the manufacturer. However, the reseller was Newegg.com, who I have used for years and have always appreciated their responsiveness and professionalism. I figured that if Newegg was handling the Soyo boards and printing up the rebate forms, then it must be a good thing. I had found out about the rebate from The Inquirer, which really did say it was too good to refuse.

I ordered the board, sent in the rebate and waited for the refund. It never came (big surprise), but several months later I did get a notice from Soyo saying that they realize I may have sent in a rebate, but I needed to resubmit the requirements to qualify. Naturally, one of the requirements was the UPC seal on the box, which I had originally excised and mailed-in to Soyo. The only proof of purchase that I have now is a rectangular hole in the motherboard box from the original UPC. I'm not sure if Soyo is trying to be clever, or simply negligent. It's just not worth the trouble to keep up the paper trail with a vendor who refuses to be reputable. I tried one more time, and copied the Newegg customer support address.

Guess what? Soyo never answered ! But, Newegg answered, and has made good for the rebate. Here's their reply:

Thank you for contacting Newegg.

 

We sincerely apologize for the recent delay and inconvenience of this Soyo rebate. We truly understand the amount of frustration that you have endured thus far. Nevertheless, Newegg will continue to stand behind our loyal customers to ensure the complete and total customer satisfaction for every purchase.

 

Under normal circumstances, we would request that you contact Soyo for further assistance with this rebate. However, we are certain that this attempt for resolution has already been done, to no avail. Therefore, please allow Newegg to honor this rebate amount as a courtesy for a valued customer.

 

A credit request has been issued in the amount of $ 75.00 . All refunds/credits are placed back on to your credit/debit card. Your card issuer will require 3-5 business days once the refund/credit is issued to fully process the transaction and make the funds available.

Once again, we thank you for your continued patience. If you have any further questions or concerns, please contact me via email, williamlazaro@newegg.com , or by phone at 800-390-1119, extension 2051.

 

Regards,

 

William

ext. 2051

williamlazaro@newegg.com

Newegg Customer Support

Ph: (800) 390-1119

Fax: (909) 395-8907

Normally, I wouldn't print out all the details, but I was so impressed by Newegg. Not only did they make good for the refund, but it was answered by a person. A person with a name. A person with an e-mail account and a phone number.

Yes, I will be doing more business with Newegg, probably much more so because I know I can rely on them beyond the manufacturer's promises.