Newegg RMA Technicians Are Breaking My Returns

Fooshnik said:
You remember your RMAs from 8 years ago?

Has anyone had to use PayPal to slap Egg into line? I'm curious if that works.
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Yeah that's the other reason I don't buy from newegg anymore. The last time I had to RMA something I had to pull teeth to get a full refund for something that didn't work correctly. Even if it did work 100% I couldn't get a full refund. Their whole RMA structor needs work, I mean I understand on some things, but dang when amazon bests customer service of pretty much any other site out there it's a no-brainer for me :)
 
xorbe said:
Your 'egg account would probably be suspended, and you would be unable to process further RMAs on existing purchases, view ordering history, etc.
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Actually I can confirm 100% they will suspend your account and they may suspend any other account that in the future attempts to use the same billing or shipping address.
 
Thank you OP and for your update. With their great search function, I used to recommend NewEgg to burgeoning enthusiasts, but having heard a number of unsatisfactory complaints (personally and internet) over the past year, I won't be making that recommendation anymore.

As a comment about the bent pins, I have no opinion on the likelihood of the pins being bent, but if they are going to reject a mobo on those grounds, I would think before an RMA is issued this problem would be communicated to the customers as a checklist to ensure a problem-free return. That is proper expectation management; otherwise, this looks suspicious.
 
NewEgg customer service has definitely gone down the toilet over the past years. I have a preferred account with them and tried using it for my new desktop build and it got denied AFTER I called their verification process and was cleared (to prevent identity theft). I lost 2 days because of that and contacted their CS dept about how disappointed I was with them and never heard back. I ended up using my debit card to buy all the parts from them instead of Amazon due to the tax Amazon charges. If Amazon didn't have tax, I'd have bought all my stuff from there instead of Newegg.
 
This is such a shame. In my country there isn't any online shop that comes close to Newegg and it's always good to have so many real user opinions. Before i order something here, i first go to newegg to see what American users think. Prices are also excellent, but here we have VAT, so that plays a role too. But it's very well laid out website, it's a joy to shop in there.
 
I never had any issues with NewEgg
But thanks to this thread I am scared to buy anything....
I'll just stick to Amazon exclusively may even try NCIX.
 
Ive never had any issues with NewEgg..If I buy something and it don't live up to my satisfaction I send it back and I ask if they will wave the restock fee and they always do..
But I have noticed they have changed the way they do business with selling from other stores,that I do not like..I will check out their facebook page and I may be a bit more cautious with my next purchase..
 
Faethon said:
This is such a shame. In my country there isn't any online shop that comes close to Newegg and it's always good to have so many real user opinions. Before i order something here, i first go to newegg to see what American users think. Prices are also excellent, but here we have VAT, so that plays a role too. But it's very well laid out website, it's a joy to shop in there.
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I definitely "showroom" on Newegg's website and then purchase from another site. Typically Amazon. I get charged tax from both, so plain & simple Amazon has better customer service / return policies.
 
Tonight I bought an Asus Maximus Formula/Assassins MB and 3770K CPU and an H100i..And for the first time I used Amazon..Have never used anything but NewEgg since 2002 for computer parts other than a fan or 2 from Amazon..
I have never had trouble with NewEgg but I don't like the way they are heading..
 
Amazon recently started charging tax here for AZ but their customer service and return policy is worth it.
 
The motherboard story happenened to me at newegg a few years ago. They said the mobo had damaged pins. It was an Asrock I had problems with. I had to tell newegg to look at the $28K I spent there over the years, and threaten them with my future purchase choices, if they did not take care of my return properly. This post just reminded me of that episode...maybe it is time to move on from newegg.
 
I will say for those looking at using newegg alternatives check out tiger direct. The last couple times i have used them they have been quite a bit better in price then newegg and amazon and their shipping prices kick the shit out of newegg and amazon.
 
TigerDirect is horrible. They have an even worse habit of reboxing returned products than Newegg does.

Newegg is great for browsing. Their search is prime.

However as others have said, sometimes you can go to Amazon and get the same price more or less with (supposedly better C/S).

I personally have used http://www.Provantage.com a few times.

But I would never recommend Tiger Direct over Newegg, in fact I usually tell people to steer clear of them, though in their defense they've never fought me on a return. But on the flip-side I've returned just about everything I have purchased from them due faulty/failing hardware.
 
Fort_Major said:
TigerDirect is horrible. They have an even worse habit of reboxing returned products than Newegg does.

Newegg is great for browsing. Their search is prime.

However as others have said, sometimes you can go to Amazon and get the same price more or less with (supposedly better C/S).

I personally have used http://www.Provantage.com a few times.

But I would never recommend Tiger Direct over Newegg, in fact I usually tell people to steer clear of them, though in their defense they've never fought me on a return. But on the flip-side I've returned just about everything I have purchased from them due faulty/failing hardware.
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Just putting it out there. Have not had any issues over the last year personally (had tons years ago) but their ratings are still pretty awful. Last couple big orders i have made TD was not just a little cheaper than newegg and amazon it was significant.
 
I don't buy from TigerDirect because their parent company bought up the CompUSA stores in the southeast US and I get charged sales tax now for all purchases (I'm in Florida, there's two TigerDirect brick and mortar stores in my city). It's ridiculous. I buy from NCIX.us, Amazon or Newegg now, depending on which site has the better deal. Never had anything be DOA for me yet.
 
Disposed said:
Just putting it out there. Have not had any issues over the last year personally (had tons years ago) but their ratings are still pretty awful. Last couple big orders i have made TD was not just a little cheaper than newegg and amazon it was significant.
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Quite possible they've gotten better over the last couple of years. It's been quite a few years since I purchased from them. But with how much bad hardware I was getting from them I just shy away from them.
 
M4rk said:
I don't buy from TigerDirect because their parent company bought up the CompUSA stores in the southeast US and I get charged sales tax now for all purchases (I'm in Florida, there's two TigerDirect brick and mortar stores in my city). It's ridiculous. I buy from NCIX.us, Amazon or Newegg now, depending on which site has the better deal. Never had anything be DOA for me yet.
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Sales tax is coming to everybody very shortly. :p Two bills backed up in White house supported by all the major brick and mortar and by Amazon pending further erosion to the opposition.
 
well I only read first two pages, but similar things happened to me recently.
I rma'ed two GPU because it wasn't working properly and now newegg rma dept is saying that I am missing two displaiy port accessories, so they can't issue a refund. I swear.. I didn't even touch those display port cables on both boxes. Now they're going to ship it back to me. They said that it will be ship back to me 2-5 days later. It passed 5 business days right now. I have feeling that this is intentional. This will be probably my last shopping from newegg. I hope they don't damage my GPUs before they ship... what kind of company does this?
 
Post this on their facebook page and I'm sure that will get it taken care of faster then anything else you can do... At least that's been the results from earlier in the thread,
 
This is sad, I've always used them in the past and it looks like I won't for my new build. I'm glad I found this thread.
 
krazyatom said:
well I only read first two pages, but similar things happened to me recently.
I rma'ed two GPU because it wasn't working properly and now newegg rma dept is saying that I am missing two displaiy port accessories, so they can't issue a refund. I swear.. I didn't even touch those display port cables on both boxes. Now they're going to ship it back to me. They said that it will be ship back to me 2-5 days later. It passed 5 business days right now. I have feeling that this is intentional. This will be probably my last shopping from newegg. I hope they don't damage my GPUs before they ship... what kind of company does this?
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That is on you for not checking box contents when receiving the package and again when doing the return.
 
If you don't care about shopping with newegg again just call your credit card company and dispute the charges. If/when they ship it back refuse the package when delivery is attempted or take it back to ups within a few days and say you're rejecting the package.
 
I never thought I'd have to write this post, in fact I never knew this thread existed till now.

Like a lot of people here, I'm an enthusiast and a PC builder and have relied on NewEgg and have never had an issue even with their RMA process.

--- STORY ---

Last week of April I was working on a build for a coworker. I had pieced a system together on Newegg and he bought all the parts and gave me to build.

I put the motherboard (Asus Maximus V Gene) on my test bench and plugged in two sticks of RAM into slots 2 and 4 (for dual channel). No post, and it was giving me an ERROR 55. I looked it up on the manual and it was related to memory. I tried slots 1 & 2, still no post. I went through every possible combination until I arrived at 3 or 4 or 3 & 4 and it finally posted. I used 3 other matched memory sticks (from Corsair, G.Skill and Samsung). All did the same thing, so I knew it wasn't the memory.

I concluded that the board had a bad DIMM 1 and 2.

So I said okay, packed the thing up and told my coworker to file an RMA under his account. Everything was going as smoothly as they can go for a bad situation (this was his first build and already had a sour taste in his mouth for custom building). We sent the board back on a Friday (5/3/13). UPS took an entire week for ground shipping. It arrived on that Friday (5/10/13) but was not processed through RMA.

It is now Tuesday (5/14/13) and I just got off the phone with a CS Rep (Roland) and a Supervisor (Gabrielle). I am mentioning their names because they are all part of this pending case. They both told me the same thing. It went through Level 1 inspections and they found damage; bent CPU pins. I'm like how can they be bent, I had it booting and running no issues other than the memory, and now suddenly the pins are bent? Now I've done some retarded things when I started building computers but nowadays its a simple process.. hell there's notches on the CPU that you can't even put it in wrong.

Anyway, Gabrielle would not budge, and he kept reiterating that they cannot send it back to the manufacturer with such a defect. I told him well obviously, but that wasn't the reason I sent back the motherboard for and the computer was booting fine and it went straight to the box after it was disassembled. He simply told me that all they can do is wait for the pictures to come back, and if it is damaged then I'm SOL and that they will send the board back and I can check out the damage myself.

At this point there's really nothing I can do but wait for the supposed pictures of the damage.

My recommendation is from now on if you decide to order from Newegg and you have the unfortunate ordeal of having to RMA a board, make sure to take pictures (with timestamps or some way to show a valid time signature) and make sure to document everything.

I'm not saying I'm a perfect builder, but this is somewhat absurd.



I'll keep updating this post when I get word from their RMA department.
 
Im thinking there is some middle management guy in the RMA department that gets a bonus of some sort for denied RMAs.
 
Seems like you're better off sending it back to the manufacturer and not even taking the risk of dealing with Newegg RMA.
 
Well dang there's another one... They don't do it to every RMA, as I sent back some boards that were approved for a refund. But something has to be going on here. The only other idea I have is perhaps UPS is playing football with the boxes in their shipping warehouses?
 
Add me to the list. I returned an Asus p8z77-i last week for a refund, and in the mean time ordered another one. It was working fine for days and suddenly wouldn't even turn on. Through trial and error I found out something was wrong with the motherboard. Today I received an email denying a refund claiming, guess what????? BENT SOCKET PINS!

This is just ridiculous. I'm currently in email conversation with customer service, but I doubt I'll get anywhere. Luckily I used a credit card so I can dispute the charges if the don't give me a refund. I've spent thousands (like many of you) at newegg over the past decade, and now I'm done with them, regardless of how this turns out. I'll keep you all posted to what happens.
 
I can't believe this shit is still going on. My next motherboard purchase will definitely be from amazon.
 
So I had seen this thread a long time back and figured "Hey, I've ordered from newegg for 12 years, it's just something isolated I'm sure".

Well, I ordered two 660 Ti video cards including the metro last light promotion cards, they arrived, worked OK (one oddity, the driver discs were dvd-r's with printed stickers!? oh well I download the newer ones anyway), but now one has died. (I almost ended up selling one of the promo cards too but backed out when I figured out one of the cards was having an issue, thank goodness). I assumed there would be no problem, after all shoprunner advertises free return labels and newegg's policy said they're refundable for 30 days, with no restock fee in the policy. With that in mind I decide maybe I'll just return them both at this point since they're out of stock and I couldn't get a replacement from them at the deal pricing I paid, and go for a GTX 780. So, I email shoprunner, which tells me to email newegg. I email newegg including all relevant info and that the box/accessories/cards are otherwise in like-new condition, and get a reply back very quickly.

It wasn't what I expected.

They want a 15% restocking fee for any opened items, and are asking if I have the accessories and retail boxes still (I already had said that in my initial email). They additionally ask if there is any physical damage to the cards. The writing is terse.

All I can think is, what in the hell? I am tee'd off to the point that regardless of how this turns out, I will not order from newegg again until there's widespread word of their having reformed. The "Standard VGA return policy" on my order status says 30 days for a refund.

VGA Standard Return Policy
a.Summary i.◾Return for refund within: 30 days
◾Return for replacement within: 30 days


b.Detail i.This is our Standard 30-Day Return Policy. Items covered by this policy (those products for which Newegg states "This item may be returned for a replacement or refund within 30 days only") must be returned to Newegg within 30 days of the invoice date for this policy to apply. “Return” constitutes receipt of the product by Newegg, and not the mere issuance of an RMA.

The following conditions are not acceptable for return, and will result in the merchandise you have returned to Newegg being returned to you:
◾Cards exhibiting physical damage
◾Cards that are missing the manufacturer label containing model number, part number or serial number
◾Cards that are missing the manufacturer warranty label
◾Cards returned without all included accessories, bonus games, and documentation
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Nothing there saying I should be subject to a 15% restocking fee, or even a hint that one might be hidden. I've also never been charged one before from them other than an unopened videogame I returned, which I didn't bother to argue because it was a couple of dollars. Now I'm worried that even if I get them to say "OK, here's your RMA number" they'll try to pull some stunt once the cards are shipped back, claiming to me on the promo coupons claiming that they're "non-refundable" or some silliness or just damaging them, claiming something is missing, etc. To top it all off, I paid via paypal :(.

I just want to urge anyone who's reading this and considering making any non-trivial purchase, that yeah, you may not run into an issue, but if you do you very well may have a bigger problem and annoyance on your hands. Combined with a lot of complaints these past months, I see them going down the drain like Monarch Computer did back in the day. Don't order from them if you can help it at this point. Give amazon, or rakuten/buy.com your business instead, or wherever else carries what you're looking for and still has a good reputation. Vote with your dollars to tell newegg this is not acceptable. The first reply from them came within a few minutes of my email... it's now been an hour and a half after and they have yet to even reply to my immediate (within a couple of minutes) response, leading me to believe they are indeed going to try to drag this out as much as they can...
 
GoldenTiger said:
So I had seen this thread a long time back and figured "Hey, I've ordered from newegg for 12 years, it's just something isolated I'm sure".

Well, I ordered two 660 Ti video cards including the metro last light promotion cards, they arrived, worked OK (one oddity, the driver discs were dvd-r's with printed stickers!? oh well I download the newer ones anyway), but now one has died. (I almost ended up selling one of the promo cards too but backed out when I figured out one of the cards was having an issue, thank goodness). I assumed there would be no problem, after all shoprunner advertises free return labels and newegg's policy said they're refundable for 30 days, with no restock fee in the policy. With that in mind I decide maybe I'll just return them both at this point since they're out of stock and I couldn't get a replacement from them at the deal pricing I paid, and go for a GTX 780. So, I email shoprunner, which tells me to email newegg. I email newegg including all relevant info and that the box/accessories/cards are otherwise in like-new condition, and get a reply back very quickly.

It wasn't what I expected.

They want a 15% restocking fee for any opened items, and are asking if I have the accessories and retail boxes still (I already had said that in my initial email). They additionally ask if there is any physical damage to the cards. The writing is terse.

All I can think is, what in the hell? I am tee'd off to the point that regardless of how this turns out, I will not order from newegg again until there's widespread word of their having reformed. The "Standard VGA return policy" on my order status says 30 days for a refund.



Nothing there saying I should be subject to a 15% restocking fee, or even a hint that one might be hidden. I've also never been charged one before from them other than an unopened videogame I returned, which I didn't bother to argue because it was a couple of dollars. Now I'm worried that even if I get them to say "OK, here's your RMA number" they'll try to pull some stunt once the cards are shipped back, claiming to me on the promo coupons claiming that they're "non-refundable" or some silliness or just damaging them, claiming something is missing, etc. To top it all off, I paid via paypal :(.

I just want to urge anyone who's reading this and considering making any non-trivial purchase, that yeah, you may not run into an issue, but if you do you very well may have a bigger problem and annoyance on your hands. Combined with a lot of complaints these past months, I see them going down the drain like Monarch Computer did back in the day. Don't order from them if you can help it at this point. Give amazon, or rakuten/buy.com your business instead, or wherever else carries what you're looking for and still has a good reputation. Vote with your dollars to tell newegg this is not acceptable. The first reply from them came within a few minutes of my email... it's now been an hour and a half after and they have yet to even reply to my immediate (within a couple of minutes) response, leading me to believe they are indeed going to try to drag this out as much as they can...
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Restocking fee should not apply to malfunmctioning hardware, its a reSTOCKing fee, if they are really taking your busted RMA and putting it back in stock things are worse than i thought at newegg.

Newegg fell very fast. I remember the days of them just bending over backwards and doing everything possible to keep you as a customer, back when 90% of the reviews on everything said it was delivered a day early thanks to them using fedex. Now they just suck. Expensive shipping, shitty customer service (not just bad they are pretty rude too), shady crap all around.
 
pwrusr said:
Well dang there's another one... They don't do it to every RMA, as I sent back some boards that were approved for a refund. But something has to be going on here. The only other idea I have is perhaps UPS is playing football with the boxes in their shipping warehouses?
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UPS could be dropping them from the tops of the trucks and it wouldnt bend the pins unless it was very very poorly packaged.
 
Wow that sucks. I literally just rma'ed a sapphire dual-x 7970 with them, last thursday. They sent me a free return label (shoprunner) and are not charging me any restocking fees.

I guess it depends on the rep sometimes, but lord has newegg gone down the drain.
 
Disposed said:
Restocking fee should not apply to malfunmctioning hardware, its a reSTOCKing fee, if they are really taking your busted RMA and putting it back in stock things are worse than i thought at newegg.

Newegg fell very fast. I remember the days of them just bending over backwards and doing everything possible to keep you as a customer, back when 90% of the reviews on everything said it was delivered a day early thanks to them using fedex. Now they just suck. Expensive shipping, shitty customer service (not just bad they are pretty rude too), shady crap all around.
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EDIT: Deleted until I finish sorting this all out... but the new email reply I received explicitly says they charge a restock fee for them to resell as an open box item. I'm floored at this point.
 
glad you were able to settle this dispute however I still think its BS you had to put up with that.
 
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