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Fun with NewEgg.com RMA's...

N

NoID

Limp Gawd
Joined
Jun 4, 2003
Messages
141
Ever Since I got my ATi All-in-Wonder Pro 9800 back in December, my computer had been having major issues. Freezing randomly, shutting off etc. Long story short, I decided to wait for my summer vacation from college to do the return. So on 04/28/2004, I gathered up every manual and every cable and bag that came with the card, and repackaged the whole thing to near re-tail condition. I walked over to my campus post office, and I sent it packing to NewEgg’s LaPuente processing facility.

A week later I received the replacement. Happy as hell to have it back, I opened the package to find to my surprise… An ATi All-in-Wonder Pro 9800. Sounds good right? Wrong. That’s all there was, with the exception old a scratched up remote from the ATi remote wonder that was bundled with the AIW 9800 Pro Retail. Both the card and the controller were jammed in a non “anti-static” bag along with two presents (Which I will get to later) So this is what they forgot:

All Manuals
All CDs
All Cables
The DV-I ->VGA adapter
The Remote Wonder Receiver

The presents they gave me, which still baffles me today, are two ATX keyboard adapters. This really threw me. Think about it. They guy in the Shipping area had to not only think to jam the card and the controller into a small bag (Bad idea) , but he also thought to add two completely unrelated adapters into the box. He had to get up and walk to the ATX Keyboard adapter section and think “Hrmmm… Maybe when they say ‘pack accessories’ they mean jam outdated junk in the box!”

Peeved beyond words, I call NewEgg and explained my predicament to the customer service guy and his response was simply “Wow”. So he 1 Day Aired me the accessories and such. I was happy because now, in front of me, I had my small bag jammed with pricey components and the stuff to use those pricey components on their way from California.

When the Accessories finally arrived I took everything out, laid it out and installed the card and got it all setup. I was happy. I picked up the scratched ATi remote to flip channels and watch TV when I heard a rattle from the controller.

“Damn! This is busted too!” I thought. Upon further inspection I found the rattle to be a small piece of debris in the small gap near the battery cover. This debris looked familiar; it was a capacitor, one of the small box style ones. “SH!T” I thought, “this better not be from the card.” I worried because they dumb-ass in shipping jammed my card and the controller in a bag that barely fit the card. I shut my PC down, popped the card out and low and behold, there in the corner were the lonely solder points where broken capacitor was originally attached.

I called NewEgg once again, and spoke to a very nice lady. I explained my predicament and she, much like the other customer service rep replied with “Wow”. This must be some strange part of NewEgg customer service training. Anyway, she tells me, “Since the card works, more or less, you have the option of keeping it or sending it back now” I tell her, “I think I will hold on to it until massive problems develop, since I need a break from RMA’s”. Lucky me, she replied with “Ok sir, for your inconvenience I shall credit your account with $20”.

So I kept the card until last Friday, when it just simply stopped working, and off to NewEgg it went. Lets hope this RMA works better than the last 3.
 
God damn
Thats crappy. At least their customer service is worthwhile.. Sorry to hear about the poor RMA experience :(
 
Doh! That stinks :p.

Atleast they are very nice and are willing to credit yoru account and send you another replacement..

im making my first newegg video card purchase soon.. this has given my confidence in newegg products.. thanks for your story, definitly has made me think highly of newegg.. although they did screw up :p
 
Did you ever think maybe your problem had nothing to do with the video card but instead with your PSU? What PSU do you have? Your video card shouldn't be causing your system to reboot or shutdown. It might cause your screen to lock up.

After the first 90 days when you do an RMA with Newegg you usually get refurbs as a replacement. Its weird that you didn't get the rest of the contents though.
 
most resellers give you a hassle with RMA's.. newegg gives you $20 and as many replacements as you need.. nothing beats that.. even if their shipping department did mess up
 
What the hell is an atx keyboard adapter? I've had to do an RMA with newegg and it was very nice. Damn a7n8x deluxe just wouldn't come back on. BIOS save death I think we called it.
 
-=iNsAnE=- said:
most resellers give you a hassle with RMA's.. newegg gives you $20 and as many replacements as you need.. nothing beats that.. even if their shipping department did mess up
Click to expand...
..yeah. Consider that as you hold their feet to the fire over this one. I've had so much good luck with the egg that I tend to cut them a ton of slack....

They need to make this one right, but overall, they are still #1 in my book.

IMHO - B.B.S.
 
jpmkm said:
What the hell is an atx keyboard adapter? I've had to do an RMA with newegg and it was very nice. Damn a7n8x deluxe just wouldn't come back on. BIOS save death I think we called it.
Click to expand...

It's for older systems. I think they switched over to PS2 around the P2 era or so. Hard to recall. Basically much the same thing, just bigger. Even the same number of pins. As far as I know, all they REALLY did was change the size of the thing. Anyway, either way, it's useless on any semi-semi modern-ish system. Basically, anything you can stick that card into is too new to need such an adaptor for (we're talking pre-agp here.) I have to admit to the fact that if you are going to stick a "gift" in there, that's a pretty amazingly idiotic and pointless choice.

And yeah, Newegg's RMA policy is amazing compared to most places. I have more trouble with some local stores, and they don't even ask for IDs for checks or anything like that here (small town.) Well, not most of the time anyway. I swear they'll take just about anything to please the customer. Not such a surprise it's one of the most popular computer related businesses online.
 
Oh he must be talking about an AT keyboard adapter. afaik, ATX has always used ps/2 for keyboards.
 
burningrave101 said:
Did you ever think maybe your problem had nothing to do with the video card but instead with your PSU? What PSU do you have? Your video card shouldn't be causing your system to reboot or shutdown. It might cause your screen to lock up.

After the first 90 days when you do an RMA with Newegg you usually get refurbs as a replacement. Its weird that you didn't get the rest of the contents though.
Click to expand...


im in agreement here, wheni first got my 9800 pro i had the same problems(minus the f'ed up "extra" contents)
problems all disappeared when i dropped the chedder for an Antec true 480
 
Sure it didn't have something to do with a missing capacitor? Lol, I'm just kidding, but I had to say it. ^_^

My video card caused my system to reboot sometimes. Then again, I can't voltmod it (it lacks the 5V connector and god I'm not going to take a soldering iron and try to hook up a bunch of wires, resistors, and capacitors to a card that set me back so much.) It was clearly due to overclocking when it did it though because usually I was testing the maximum clocks when it happened.
 
Meh. I lost a HD yesterday, at least I can deal directly with WD. Much sympathy.
 
That sucks man. I've never had to deal with Newegg RMAs, yet, but just about 2 weeks ago i had to deal with a Samsung one. My parents Sylvania F70 monitor decided to die after about 5 years. So i told them well since i have a Samsung 955DF that they should get one too since they are great quality. I explained to them that even though they don't have a lot of money to spend (money for them has been tight lately) i told them to cough up the extra cash to ge ta Samsung 955DF since they are great and have a 3 year warranty, so in general it was a good investment. Well it turned out that the monitor decided to fail after one and a half months. So we had to ship it back which cost us $52 only after they made us wait at least a week for a replacement, and were about to swap us for a "different but equal" model instead if they couldn't get a hold of the same one we had. So after about a week and a half or 2 weeks, they sent us our lovely refurbished monitor which is probably 12 times as old as the one we had to return, and it costed us $50 more dollars. So after a bunch of phone calls, headaches etc., i got a used monitor for $50 more than a new one. Really left me feeling disappointed and especially since it made me feel like i convinced my family to make a bad buying decision. Hopefully this one won't break, and i have to get around to writing a letter to Samsung, even though i like them it really left me feeling bitter. So i feel your pain.
 
I have another bad experience. I RMAed a GF4MX440 to NewEgg, arrived OK, got confirmation, never heard about it again. It just disappeared, and I didn't feel like fighting for a $30 card, so I just bought a 5200. :eek:
 
On the rare occasions that Newegg screws up its nice to see that their customer service is reliable to fix the situation. Good luck on hopefully your final RMA for the AIW
 
burningrave101 said:
Did you ever think maybe your problem had nothing to do with the video card but instead with your PSU? What PSU do you have? Your video card shouldn't be causing your system to reboot or shutdown. It might cause your screen to lock up.

After the first 90 days when you do an RMA with Newegg you usually get refurbs as a replacement. Its weird that you didn't get the rest of the contents though.
Click to expand...
what should happen and what does happen are often very different things.

I've worked on systems that wouldn't boot, or automatically reboot due to dead soundcards and modems.
 
OK, noob question here: What does RMA stand for? :confused:

Also, that sucks, I hope I don't have that problem when I buy my new computer...
 
Joe Six Pack said:
RMA = Return Material Authorization

Peeps also use, RA or RGA

-Joe
Click to expand...

RMA = Return Merchandise Authorization :p hehe

I have another bad experience. I RMAed a GF4MX440 to NewEgg, arrived OK, got confirmation, never heard about it again. It just disappeared, and I didn't feel like fighting for a $30 card, so I just bought a 5200.
Click to expand...

Thats why you always get Delivery Confirmation when you ship something to Newegg or any place else. That way if they lose it and you call them up and tell them it was delivered and you have the confirmation for it then they have to give you a new one.

what should happen and what does happen are often very different things.

I've worked on systems that wouldn't boot, or automatically reboot due to dead soundcards and modems.
Click to expand...

Thats true, but unless he's got a quality PSU in his machine i'm betting on the PSU for this one :).
 
burningrave101 said:
Thats true, but unless he's got a quality PSU in his machine i'm betting on the PSU for this one :).
Click to expand...
With the blown cap on the 9800, odds are it overloaded the remaining caps, possibly blew them, depending on how far it all went it could have taken the mobo or PSU with it.

A single device causing an unsteady amperage draw can cause the exact same symptoms as a dying PSU and be partially corrected by buying a newer, bigger PSU.
The same problems will occur later.

Been there, misdiagnosed that in the past. If the card is known to be imperfect, especially as Newegg will probably replace it for free, that would be the first suspect.
 
THanks for the replies, I'm sure the whole RMA thing will work out fine. Oh, by the way, the PSU is an Antec TruePower 480.
 
NoID said:
THanks for the replies, I'm sure the whole RMA thing will work out fine. Oh, by the way, the PSU is an Antec TruePower 480.
Click to expand...
hehe...there goes the PSU theory...LOL

around here, the PSU get's the blame for most things wrong!
 
Im thinking the problem may be an issue of the motherboard not being able to supply enough voltage on the AGP slot
 
Met-AL said:
hehe...there goes the PSU theory...LOL

around here, the PSU get's the blame for most things wrong!
Click to expand...

Thats because the PSU accounts for a very large majority of system issues and hardware failure. Its the first place you want to look when you have symptoms like yours. Or at least its the first place i look :).

But if you have a name brand quality PSU you can usually rest easy that its something else. But not always.
 
NoID said:
Im thinking the problem may be an issue of the motherboard not being able to supply enough voltage on the AGP slot
Click to expand...
the card had a cap fall off in shipping. it was a damaged card to begin with. The problems are probably due to the other caps bursting due to excessive load.

Hopefully it didn't damage anything else.
 
Dude, I don't know about NewEgg, but EVERY company that I've ever RMA'd to has told me NOT to send back the accessories; just to send back the defective product. OTOH, I have to admire NewEgg's customer service, and the turn around time is amazing. Every time I have to RMA an Asus motherboard, it takes so long that I get another board to replace the RMA while its gone, because most of the time it takes 3-4 months!! Argggh! why can't NewEgg sell to Canada?

/rant
 
NewEgg got the card back to me today and... NO BROKEN PARTS! Its in my tower now, and seems to work fine. :)
 
mkuredjian said:
Dude, I don't know about NewEgg, but EVERY company that I've ever RMA'd to has told me NOT to send back the accessories; just to send back the defective product. OTOH, I have to admire NewEgg's customer service, and the turn around time is amazing. Every time I have to RMA an Asus motherboard, it takes so long that I get another board to replace the RMA while its gone, because most of the time it takes 3-4 months!! Argggh! why can't NewEgg sell to Canada?

/rant
Click to expand...

the last two motherboards i got and had to RMA i did the exact same thing.. bought a new one (from newegg the 2nd time around) while the RMA was being processed because i didnt want to wait.. i dont know why i used to look anywhere else besides newegg
 
Newegg is generally pretty nice to deal with but I have had the worst luck buying hard rive from them. I built three computers for work recently at different times. Each time I purchased a different HD. First a Maxtor, then a Seagate, then a Western Digital and each one of the drives was DOA.I just had them advanced replaced through the manufacture. But I've found it very strange.
 
Does newegg have a return policy??????? can u return it within 30 days of ur purchase with money back??/

thanks much
 
1 time thier shipping department messed up, and I got 2 sets of logitech speakers :confused:

Too bad they where the low end models, I often joke with my friends I should order up a new display, maybe they would send me 2?
 
I got one for ya, picture it, 2/03, i buy a 2.4b and a shuttle box from newegg. The damn box kept resetting(psu?), so I rma it. I get another shuttle box, that also resets like a little whore(psu issues?). I send the shuttle box in for a refund(non-refundable my arse!). Enter present day. I have since installed the cpu in other computers, they also reset at random. I finally say its the cpu. Being out of newegg's warranty, I contact intel. Intel says the cpu is a re-badged 1.6b retail!! Erg. I call up newegg and since its out of warranty, they tell me to stick it. Who the hell is liable for this? Me for not knowing its a fake, or newegg for selling/not knowing its a fake? Is this a warranty issue? I still have the invoice and all.
 
i just rma'd my refurb 9700 pro to newegg. first time rmaing something, i hope it goes well.
 
p0b0y said:
I got one for ya, picture it, 2/03, i buy a 2.4b and a shuttle box from newegg. The damn box kept resetting(psu?), so I rma it. I get another shuttle box, that also resets like a little whore(psu issues?). I send the shuttle box in for a refund(non-refundable my arse!). Enter present day. I have since installed the cpu in other computers, they also reset at random. I finally say its the cpu. Being out of newegg's warranty, I contact intel. Intel says the cpu is a re-badged 1.6b retail!! Erg. I call up newegg and since its out of warranty, they tell me to stick it. Who the hell is liable for this? Me for not knowing its a fake, or newegg for selling/not knowing its a fake? Is this a warranty issue? I still have the invoice and all.
Click to expand...
Depending on how much time has passed, odds are you are stuck with it.

Even if you call the day you get it and tell them its a 1.6 rather than a 2.4, its your word against theirs. They have no proof that you didn't swap it.
 
wazzup said:
Does newegg have a return policy??????? can u return it within 30 days of ur purchase with money back??/

thanks much
Click to expand...

Newegg has 7 day return on CPUs, 30 on everything else. 15% restock fee applies if the product is not defective.
 
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