Newegg RMA Technicians Are Breaking My Returns

Glad I came across this thread. I will think carefully about ordering from newegg. I hate being a "squeaky wheel" to get the grease when it should just be a normal part of customer service.

To those of you who have posted negative reviews regarding newegg, please do not change them to positive reviews after getting a refund. If anything just *edit* the review and add a note at the bottom stating you received a refund/replacement and what you had to do to get it.
 
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Oh, this one is good. Hopefully he runs across this thread and it helps him. Right off Facebook's pages...

Jared said:
You guys just denied my RMA because you claimed I damaged the Heatsink and bent some fan blades. Only one little problem I sent you back a Motherboard that has no heat sink or fans of any kind. This is not cool I have been a loyal customer of yours for years and to get treated like this and lied to is not ok.
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my motherboard for asus was sent to rma and it came back broken 3 times.
 
They have not broken any of my RMA's. They did, however, send me the wrong video card and claim it's the one I ordered. Then they refused to give me the sale price of the other card saying it was never on sale. Never even opened the box and I had to guilt them into even paying for the return shipping. I've ordered thousands of dollars of equipment off Newegg for the past decade. Never ordered the wrong item. CSR basically treated me like a moron. Wasn't very impressed. I've started buying from them again since Amazon charges tax now, but I may just go back to Amazon for the easy customer service. Amazon basically offers you a handjob whenever you need to return anything.
 
SilverSliver said:
Amazon basically offers you a handjob whenever you need to return anything.
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Yes. I spoke to 1 support person, for 30 seconds, via live chat and they sorted it out. Sent an advanced replacement and next day shipped it to me, paid for the return postage of the broken unit and gave me a month to get it in the mail...:D
 
Recently I had to RMA when they sent me the wrong product. They tried to deny the RMA and created all manner of problems for me when I was actually going out of my way to do the right thing. They had sent me something worth 350 dollars when what I purchased only cost 250!

I had already stopped shopping at Newegg -- this was using a giftcard they had given me for that whole GTX 690 hilarity we had several months back. Comedy.
 
I get to join in on the horrible RMA experience at Newegg..

I RAM'ed a 7850, and on the invoice prior to them receiving it, the refund total was $219.99.

After they received it, there was a "Promo" deduction of $7.02, I was like WTF, there wasn't any promotions for that item period; I had ordered 3 Cougar fans using a promo code for 20% off.

I get an email back stating, the system automatically deducted the promo *duh* and that the promo for the 3 fans was only $1.33, like seriously how the fk, is 20% off of $41.76 a $1.33, and why would you rip me off for returning something not even related lol.

Needless to say after another email of math, being pissed, and not backing down, they apologized for their oversight and sent me an invoice for $7.02, I'm still waiting for it to hit my account....

Working in transaction services for a bank, I deal with stupid shit like this daily, and to think Newegg has gotten this bad is sad, I've bought parts from them since 2000.
 
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Newegg just isn't what it once was. They've really gone down since I started buying from them in highschool (2000-2004)
 
And Newegg's prices of late, absent a few obvious loss leaders have generally been a bit higher (or significantly higher) than Amazon with decidedly poorer service.
 
mwroobel said:
And Newegg's prices of late, absent a few obvious loss leaders have generally been a bit higher (or significantly higher) than Amazon with decidedly poorer service.
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I've noticed the same. I'm getting close to the point of not even opening their e-mail sales anymore just deleting them because it's usually just a waste of my time looking at their "deals".

Once in a while I find something good on there but not much anymore.

I'm spending about $600 upgrading my comp.... all from Amazon. They've got to be losing a lot of business for their poor service.

It makes me wonder if they'll be around long or shape up. They've got a good reputation in the past and that will keep people buying there for a while but if this kind of stuff keeps up they're just gonna lose more and more customers.
 
Wow, I wish I would have read this before I ordered my new CPU and Mobo from there. I usually use Amazon for everything, but Newegg had a combo that was 20 bucks cheaper, plus came with a 10 dollar giftcard. Hope I don't regret this.
 
Oh my god... the same thing happened to me and they snuffed me and told me they would not refund the motherboard. I shipped the board back to Newegg within 30 days and they told me the same exact thing that "user error when installing CPU".
They told me to take it up with shipping or ASUS. So now I have a board with bent pins that was well over $300.
 
mwroobel said:
And Newegg's prices of late, absent a few obvious loss leaders have generally been a bit higher (or significantly higher) than Amazon with decidedly poorer service.
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then shop at amazon. geez, people around here starting to act like newegg is amd or something in their unfair bias.

amazon is out for me, they charge tax to texas now. and cali soon.

amazon has a garbage site for pc stuff, and in general (their search is just awful), and doesnt it usually take them weeks to ship stuff and you never know if it will take a day or a month depending on what seller they even happen to be drop shipping from that day? i saw a bunch of people talking about weeks to ship that recent 7870 deal from amazon wtf? weeks and you dont even have any idea when they'll ship? i've never heard of that with newegg

but i'd use them for good deals, but now that i have to tack almost 10% tax on, none of their deals are good anymore. just the way it is. will be the same for a good chunk of usa population with texas cali and ny all charging tax now or soon

also i dont think any pc parts prices are cheaper on amazon, in general. you guys are lying about that (makes me wonder about the rest of your newegg stories)

it actually seems like their price are horrible. his 7850 for 259 dollars? http://www.amazon.com/HIS-GDDR5-PCI...=UTF8&qid=1346912034&sr=1-15&keywords=hd+7870 Same card at newegg 229? http://www.newegg.com/Product/Product.aspx?Item=N82E16814161406 I mean wow, and that was literally the first thing I randomly chose to compare!
 
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Not sure what you are referring to, yeah, if you order something that ships from a 3rd party on amazon, it's up to that vendor to get it to you on time. I never order anything that isn't prime, and I always get EVERYthing I order, exactly 2 days from when the order is placed with prime. Yeah, the search features on the amazon site suck, but considering they don't specialize, and sell everything, I guess that is to be expected.
 
Shark974 said:
then shop at amazon. geez, people around here starting to act like newegg is amd or something in their unfair bias.

amazon is out for me, they charge tax to texas now. and cali soon.

amazon has a garbage site for pc stuff, and in general (their search is just awful), and doesnt it usually take them weeks to ship stuff and you never know if it will take a day or a month depending on what seller they even happen to be drop shipping from that day? i saw a bunch of people talking about weeks to ship that recent 7870 deal from amazon wtf? weeks and you dont even have any idea when they'll ship? i've never heard of that with newegg

but i'd use them for good deals, but now that i have to tack almost 10% tax on, none of their deals are good anymore. just the way it is. will be the same for a good chunk of usa population with texas cali and ny all charging tax now or soon

also i dont think any pc parts prices are cheaper on amazon, in general. you guys are lying about that (makes me wonder about the rest of your newegg stories)

it actually seems like their price are horrible. his 7850 for 259 dollars? http://www.amazon.com/HIS-GDDR5-PCI...=UTF8&qid=1346912034&sr=1-15&keywords=hd+7870 Same card at newegg 229? http://www.newegg.com/Product/Product.aspx?Item=N82E16814161406 I mean wow, and that was literally the first thing I randomly chose to compare!
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Not sure what you're talking about my orders from Amazon have always come fairly quickly although they may take a little longer.... maybe an extra day over Newegg to ship out.

I did order a set of memory from Newegg once.... it only took a month or so for it to arrive with their amazing EggSaver shipping. It's great to know I can get things so quickly not if I go with Newegg over Amazon.

Also I've found their Amazon to be about the same..... usually a little cheaper if anything than Newegg but that will depend on the item and time.... prices on both sites can change at any time.

To the guy that just ordered from Newegg...... if you have any problems make sure not to RMA to Newegg and you should be fine. RMA to them and you'll likely get smashed items in return that apparently were you fault. Just RMA to the manufacturer. You shouldn't have to worry about this sort of thing but I sure wouldn't RMA anything to Newegg anymore.

EDIT - as far a pricing goes.....you managed to find one example were Newegg is cheaper good for you. Search for this on both sites if you want "900505". It's a 7850 no rebates for $210 on both sites. Free shipping however Amazon..... $7-8 on Newegg. I'm considering a I-3570k.... same prices shipped both places. Also a for a motherboard I'm considering a GA-Z77X-UD3H. $5 more at Newegg over Amazon so don't try telling me Amazon is horrible on computer prices just because you've found one item that's cheaper at Newegg. I could easily go on but I don't see much point in it.
 
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are most of these failures happening right out of the box or after short periods of use?
 
After ASUS sent me a physically damaged board as a replacement which lasted only a week before it died and then ASUS being rude about it, I decided to contact Newegg about the board.

They gave me an RMA number and I sent the board in.

And today I received a check from Newegg for the amount I originally paid for the board.

+1 for Newegg... and I am done with ASUS.
 
rss33 said:
are most of these failures happening right out of the box or after short periods of use?
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Read the thread. This is about people sending in boards that failed (in however long that newegg would accept the return) and then the RMA being refused because NEWEGG (the customer denies the damage existed when they sent it in) physically damaged the board.
 
cyclone3d said:
After ASUS sent me a physically damaged board as a replacement which lasted only a week before it died and then ASUS being rude about it, I decided to contact Newegg about the board.

They gave me an RMA number and I sent the board in.

And today I received a check from Newegg for the amount I originally paid for the board.

+1 for Newegg... and I am done with ASUS.
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Good to hear a positive experience from Newegg over Asus with all the people who've had bad RMA's.

Overall I'm avoiding Newegg as much as I can though with as much bad I've heard so far. I've also got a couple of ways of getting some discounts with Amazon so prices being equal Amazon is cheaper for me.

I'll still buy from Newegg but probably nothing major at the moment from the sounds of what they're doing and the one bad experience I had...... not terribly bad but I expected better from Newegg....... that's what kept me buying from them.
 
Just had the same problem. Purchased an Asus Rampage Extreme IV from Newegg and it wouldn't post. The bug detector LED wasn't even lit up to let me know what was wrong. I sent it back to Newegg after taking pics of the CPU socket (thanks to reading this forum before I shipped it back). Magically the socket now has bent pins and they won't send a replacement, claiming that it was my fault. I'm still waiting on pics of the bent pins, since my pics clearly show no bent pins at all. Regardless, I've contacted my credit card company and they have credited my account and have disputed the charge with Newegg. I highly recommend not purchasing ANYTHING from Newegg, unless you just like throwing money away when the product has a defect.

Needless to say, I'm never using Newegg again! Not to mention, Amazon has it for $50 cheaper now.
 
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Wow this is a long thread. I have personally built many personal and customer machines using Newegg as the primary vendor and my only issue I had was with shipping. I paid for overnight shipping and they delivered it in 5 days. I ended up getting the shipping cost refunded.

I have also shipped countless of dead pixel monitors and not once have they given me any hassle. I'm sorry for your experience OP.
 
facefirst said:
Just had the same problem. Purchased an Asus Rampage Extreme IV from Newegg and it wouldn't post. The bug detector LED wasn't even lit up to let me know what was wrong. I sent it back to Newegg after taking pics of the CPU socket (thanks to reading this forum before I shipped it back). Magically the socket now has bent pins and they won't send a replacement, claiming that it was my fault. I'm still waiting on pics of the bent pins, since my pics clearly show no bent pins at all. Regardless, I've contacted my credit card company and they have credited my account and have disputed the charge with Newegg. I highly recommend not purchasing ANYTHING from Newegg, unless you just like throwing money away when the product has a defect.

Needless to say, I'm never using Newegg again! Not to mention, Amazon has it for $50 cheaper now.
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Glad you took pictures!
 
SilverSliver said:
Glad you took pictures!
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Well it didn't help with Newegg, even though the customer service person told me that it didn't looked damaged at all. Regardless, they denied my RMA. It has been charged back and the money credited back to me. The credit card company is disputing the charge, so I'm not sure what is going to happen. I'm not sure how the credit card company would side against me, but you never know. In the meantime I had to order from Amazon.

I can't say it enough, SCREW NEWEGG.
 
facefirst said:
Well it didn't help with Newegg, even though the customer service person told me that it didn't looked damaged at all. Regardless, they denied my RMA. It has been charged back and the money credited back to me. The credit card company is disputing the charge, so I'm not sure what is going to happen. I'm not sure how the credit card company would side against me, but you never know. In the meantime I had to order from Amazon.

I can't say it enough, SCREW NEWEGG.
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I think the fact you took a photograph will be enough to satisfy your CC if that is ever questioned.
 
SilverSliver said:
I think the fact you took a photograph will be enough to satisfy your CC if that is ever questioned.
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Yeah, I assume so too. The odd thing is that Newegg is still shipping the motherboard back to me. I explained that I've been refunded by my CC and they said they still have to ship it to me. Makes absolutely no sense at all. I told them I'm keeping the emails as record that I said I didn't want the motherboard and asked them not to ship it, in case they decide to try and charge me for it down the road. What a mess.
 
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Newegg finally sent me some pictures of the pins that I supposedly bent. The pics I took show absolutely no bent pins. There pic looks like a gorilla tried to install a coconut into the CPU socket.

My pic.
hmvU


Newegg's pic.
hmw2


I've emailed them but they refuse to do anything about it. I guess it's just more convenient to have the RMA department "find" some bent pins and then they can blame it on the end-user.
 
I think is more likely their rma dept is a bunch of $5 an hour monkeys who don't know what they are doing...
 
I'm not going to say buffoonery does not take place at Newegg RMA, as it does at every workplace, but I can't imagine that they are purposely damaging returns, making it harder on themselves and the customer.
 
One would think after all this time NE would have done an investigation to get at the bottom of the problem. Doesnt seem to be isolated incidents.
The $64,000 question is: what happens to an RMA'd mobo after it gets back to NE, and who touches it from then on and where does this happen?
Do they go to a separate (non NE) company that handles returns?
 
bigdogchris said:
I'm not going to say buffoonery does not take place at Newegg RMA, as it does at every workplace, but I can't imagine that they are purposely damaging returns, making it harder on themselves and the customer.
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There's been so many incidents of it and it's obvious that NE doesn't care, so it really makes me wonder. Otherwise you think they'd look into it a bit more.

cisco guy said:
One would think after all this time NE would have done an investigation to get at the bottom of the problem. Doesnt seem to be isolated incidents.
The $64,000 question is: what happens to an RMA'd mobo after it gets back to NE, and who touches it from then on and where does this happen?
Do they go to a separate (non NE) company that handles returns?
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Nope, they just don't care. I provided visual proof that it did not leave here in the condition that is reflected in their pictures and they didn't even flinch, just told me they weren't replacing it.

As far as RMAs, I've heard of people receiving "new" mobos that were obviously returned at some point. One I saw on some site had traces where someone tried to solder something on the board.

As far as I'm concerned, Newegg is strictly concerned about the bottom line and not about the customer. The fact that they wouldn't even look more into my issue really disturbs me. All I hear from them is the RMA department has denied a replacement and that if I want a replacement I need to go to Asus. If I wanted to deal with Asus I would have just ordered the board directly from Asus. Newegg will never get another dime from me.
 
facefirst said:
As far as RMAs, I've heard of people receiving "new" mobos that were obviously returned at some point. One I saw on some site had traces where someone tried to solder something on the board.
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This exact same problem happened to me at least once that I know of. Got a used PSU, complete with another customer's RMA label, when I ordered a brand new (not open box, not refurb) PSU. NewEgg at refused to talk for a week. That changed really quickly when I posted a photo of the PSU's RMA label on their Facebook feed. Woke up the next morning to a PR specialist calling me to resolve it ASAP.

Got my refund and took my business to Microcenter and Amazon for a while after that. Had some problems with subsequent orders too, so now I only shop at NewEgg if they are the only option to get a part. Otherwise it isn't worth the hassle of shopping there. This thread convinced me to avoid buying ANYTHING expensive from them, even if they're the only vendor that has it. Not worth playing Russian Roulette with NewEgg anymore.

For every build I do now, NewEgg might get the order for SATA cables or some cheap PCI card if no one else has it. Amazon and Best Buy get the bulk of my business.
 
night_2004 said:
This exact same problem happened to me at least once that I know of. Got a used PSU, complete with another customer's RMA label, when I ordered a brand new (not open box, not refurb) PSU. NewEgg at refused to talk for a week. That changed really quickly when I posted a photo of the PSU's RMA label on their Facebook feed. Woke up the next morning to a PR specialist calling me to resolve it ASAP.

Got my refund and took my business to Microcenter and Amazon for a while after that. Had some problems with subsequent orders too, so now I only shop at NewEgg if they are the only option to get a part. Otherwise it isn't worth the hassle of shopping there. This thread convinced me to avoid buying ANYTHING expensive from them, even if they're the only vendor that has it. Not worth playing Russian Roulette with NewEgg anymore.

For every build I do now, NewEgg might get the order for SATA cables or some cheap PCI card if no one else has it. Amazon and Best Buy get the bulk of my business.
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You do know that they make more money on peripherals and accessories than they do on the big ticket stuff, right? Honestly, you're probably doing them a favor, since the profit margin is much larger on stuff like cables.
 
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facefirst said:
You do know that they make more money on peripherals and accessories than they do on the big ticket stuff, right? Honestly, you're probably doing them a favor, since the profit margin is much larger on stuff like cables.
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Sure, so its better for Newegg to sell:

a) Everything.
b) Only cables.

It doesn't matter that the profit margins are higher or lower on the cheap stuff: a $300 mobo will have a much higher profit than a $3 cable. Sure, if you look at margins then you are right... but a lost sale is a lost sale.
 
facefirst said:
You do know that they make more money on peripherals and accessories than they do on the big ticket stuff, right? Honestly, you're probably doing them a favor, since the profit margin is much larger on stuff like cables.
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Probably. But then again how many times do you think I need SATA cables? :D
 
Newegg has been getting worse, my story is not really the same but it depicts that they have serious management issues. I think basically what happened is newegg went public and now the founders are out spending their wealth drunk and banging hookers and everything is being left to a bean crunching board to appease share holders.

Newegg started up the business site, which I assume was there to you know make it easier for large businesses that do things more by POs, quotes and accounts than with instant credit card payments. They should be adding things like lines of credit. So I work at a large university that fits this bill and we had to build a computer to operate a machine. So I decided to buy a couple things from newegg because they were cheaper, a monitor and such. Took literally over a month to get the order done through the account. Now can anyone explain to me how a sales man and newegg whos sole purpose is to help facilitate the transactions in large businesses makes everything this complicated? What is so ironic is that I as an individual can goto newegg business and buy whatever I want with a credit card and have it here as usual. But that is not the point of the business site, the point is to make sure that crap like this does not happen so that businesses will start using newegg as an alternative to places like dell. yet they managed the fail at their only purpose.
 
I purchased refurbished hard drives many times from newegg. They always came manufacturer refubished sealed in an ESD bag. Then I ordered about 4 refurbished drives from Newegg and they sent me USED hard dirves in torn open ESD bags closed with scotch tape. One of the drives had an HP sticker with the HP machine model # and serial #. Newegg insisted there was no issue. Then they pulled something saying that many years ago I had issued a chargeback on an American Express account that was not mine and they refused to deal with it. Then I disputed the charge with American Express and Newegg told me they wouldn't do anything about it unless I called and canceled the dispute and anyways I owned them $300 for a chargeback I never issued.

In the end they bought me off with a $100 store credit and forgot about the chargeback BS when I posed the pictures of the hard drives on newegglied.com

photo-1.jpg


photo-2.jpg
 
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night_2004 said:
For every build I do now, NewEgg might get the order for SATA cables..
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nonono.

http://www.monoprice.com

They are the king of high quality and extremely fair priced cables out of any e-tailer I've ever known.

I've ordered numerous types of cables from them (monitor, SATA, ethernet, toslink, even PS2 component cables!) and they ooze quality. Have a lot of other products as well (IDE to SATA converter which I needed for my old Seagate drive), but I don't think they're as high quality as their cables, which is hard to live up to because their cables blow that 'monster cable' brand out of the water.
 
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