Customer service is not just another operating cost "variable"
I remember when Buy.com was a bit smaller & had decent customer service. But, as many companies have done, they calculated that the effective elimination of customer service would increase gains. Because they have so much volume, they are able to ignore complaints of bad service, figuring that they would only lose an acceptable percentage of customers.
Their outsourced "customer service" completely disregards the customer as anything more than a transaction for Buy.com that must be completed or continued in the face of any errors or problems on their end. Their unspoken motto seems to be that "the customer is always wrong."
Hopefully, internet online retail is still a refuge for the fostering of business models that truly value and reward customers. In this long running era of "rightsizing" (gotta love that term . . .) and consolidation of companies to the point where virtual monopolies control consumers, the internet is large enough to support the concept that consumers can still vote with their "feet" when given choices.
I hope Newegg retains their integrity and excellent service. and does not become another Buy. Customer loyalty still matters (at least on the internet,) and people will leave if they are no longer treated well.