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We flew out to Newegg's HQ to meet with the company about its egregious customer service shortcomings and to give the company a chance to fix itself -- or dig the hole deeper.
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This interview is UNCUT for full transparency. You can make your own decision on how you feel about Newegg's response (and stick around for our thoughts at the end).

WATCH PART 1, DISCOVERING THE ISSUE:
WATCH PART 2, IT GETS WORSE:
WATCH PART 3, NEWEGG RESPONDS:
Full Newegg Saga playlist:

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TIMESTAMPS

00:00 - Approaching Newegg
02:50 - Transparency & No-Cut Interview
04:40 - Giving Newegg a Genuine Chance
06:42 - Interview Introduction
08:45 - Addressing the Motherboard in the Room
13:30 - Why Would Anyone Buy from Newegg?
17:17 - Policies Aren't Enacted
21:38 - Internal Operating Procedures
26:03 - Pressure on Lower Employees
28:54 - Individual or Organization Issue
36:24 - Steve's Suggestions (Email Inbox)
45:00 - The Process is the Problem
48:35 - What Will Newegg Do?
54:58 - Steve Speaking Frankly
01:01:35 - Recap: How It Went
01:04:31 - Recap: What Newegg is Worried About
01:06:00 - Recap: Decision-Making Issues
01:09:15 - Some Bad Behaviors
01:11:49 - Final Words

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Host, Research: Steve Burke
Video On-Site: Andrew Coleman
Video Production: Keegan Gallick

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