My wonderful g/f bought me a Lian Li PC-75B from newegg.com for our anniversay. So I get the case in the house after fed ex drops it off. Box looks great no damage. I open it up and one of the doors is already broken off the cd rom bezel on the top of the case. So I call up newegg thinking this wont be a big deal they will just send me a new bezel and we'll be good to go. The dude on the phone speaks very bad english and has no idea what I am talking about. After trying to explain that all i need is a new bezel for the cd rom drive for about 10 minutes i gave up. In order to get it replaced they want me to RMA the WHOLE case back to california from wisconsin. I think that is a little ridiculoous if you ask me. So he gave me an RMA number but I am still debating what to do. The bezel is only 7 bucks or so. It will cost a ton to ship that case back. Just had to vent. Feel free to comment.
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My newegg experience today
- Thread starter b_tenant
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KodiakStar
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Call them back until you get someone who espekes betters engrishes. 
but seriously. if you cant get it solved with a second call send them an
email include your info about purchase date/order number etc.. they
have been pretty helpful to me on different things, and I have seen many
posts (for somewhat cheaper cases) that they actually send a brand new
case.. my .02 cents
but seriously. if you cant get it solved with a second call send them an
email include your info about purchase date/order number etc.. they
have been pretty helpful to me on different things, and I have seen many
posts (for somewhat cheaper cases) that they actually send a brand new
case.. my .02 cents
waddles said:
I know newegg has gotten pretty big, but i would expect this to be taken care of to his satisfaction.
They sent out a broken part, they should either send out a new one with a return air bill to replace the old one, or give him a direct personal contact to LianLi to get it resolved through them.
I got a monitor from Viewsonic that came out of the box with a broken bezel, i called, they sent out the replacement, and paid the return shipping.
It isn't out of the question to do things like that.
Just keep calling, usually you will get a manager or a guy that knows the situation and is willing to help. The last thing they want is bad customer relations....that's what basically made the company what it is. I would try contacting Lian-Li and see what they maybe able to do.
dreamreality
Gawd
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They want to see the damage, which is probably why they want you to send it back. I would email them or call and try to get someone and say you will send them pictures of the damage and all i need is a replacement bezel.
TwiztedFait
Gawd
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I havent had to deal with this from the egg, but every time i get a wrong part, or a damaged one I email customer service. Every time i have had to do this they pick up the shipping costs. You should not be liable for it. You ordered a brand new NON broken Lilan case. You got a brand new BROKEN lilan case. They should cover the cost if it is a RMA due to their 'mistake'.
If they want to see the damage, take some pics and attach them to your email.
If they want to see the damage, take some pics and attach them to your email.
PrkChpXprss
Gawd
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I feel your pain. I'd call NewEgg back up and talk to a manager or something. At least see if they can give you X number of dollars off your next purchase to recoup the cost of replacing the damaged parts. I had 3 cases damaged when shipping from TigerDirect. I know it's probably not *directly* the reseller's fault, but they should realize that those PC cases need to be double boxed!!!
Just FYI, last time I checked, Directron.com offers double-boxing.
Just FYI, last time I checked, Directron.com offers double-boxing.
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this seems to be the most logical rout IMO...TwiztedFait said:
If you bitch enough they will reimburse for the shipping. I was super pissed after i recieved a second MB from them DOA. After the first one i was mad, but what are you gonna do. Cost me $10 to ship it back to them. They sent me a second one, DOA. I though, "this is bullshit. It's gonna cost me $20 now to send back two bad MB's when the original only cost $70 in the first place. F that." I pretty much sent them an email with that exact message, they reimbursed me the $20 for shipping and refunded the money. I picked a different MB by the way.
PrkChpXprss
Gawd
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pigpen said:
Were the 2 bad motherboards ASUS by chance?
(edit) Sorry, I won't threadcrap -- I'm just curious.
Apallohadas
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That makes no sense. Ignore this guy.waddles said:
The other folks have it right. Call again, send an Email. They've always been pretty good about customer service.
burningrave101
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Apallohadas said:
It makes perfect sense. Newegg doesn't send out replacement parts. If something is broke you have to send back the entire product and they replace it with a new one.
Where would they get a new bezel from? Open a new case and rip one off it to send to you? lol
I dont know how much the PC-75B weighs but its aluminum so it can't be as bad as a steel case. It will probably cost you like $20 to ship it and if you ask they will probably re-imburse you for the shipping cost since it was damaged when you got it.
And if you dont want to wait on them to receive the case before they ship you out a new one you can set up the RMA as a refund, purchase another case and then send back the damaged one.
burningrave101 said:
I ordered one of the Skyhawk cases from Directron, and it arrived with a broken front bezel (the plastic that held on the entire front bezel was broken). Directron never asked me to ship the item back, never asked for pictures of the damage, and had Skyhawk dropship a new bezel to me (unfortunately, the bezel was backordered from the facotry, so it took a while to get it).
Apallohadas
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Know, it doesn't.burningrave101 said:
Did you even look on newegg for bezels before responding?
http://www.newegg.com/app/SearchProductResult.asp?Submit=Go&DEPA=0
http://www.newegg.com/app/ViewProductDesc.asp?description=41-101-024&depa=0
Definitely contact them again, and try explaining this to another person. While I agree with you that it's silly to rma the entire case for a drive bezel, it's also not unheard of for even the most sainted person (or company) to have a bad day, right?
Two really great instances I've had them take care of for me was one recently, when they offered a mail-in rebate for a product that needed a barcode from the retail package. Problem was, they only offered that item in an oem version, and I didn't notice the discrepancy until after the drive got here. I called them up, explained it, and within 5 minutes the csr gave me a $10 credit on my credit card (the value of the mir).
The second instance was a while back, when I ordered a refurbished motherboard from them (back when their refurbs were worth getting, cuz of the deep discount). It got here, and whoever had packed it hadn't done it worth a darn. The board showed up all bashed up and not even worth putting into a case. I called newegg, and they apologized, gave me an rma number, and when they got the mobo back, they not only refunded me the cost of the mobo, but also the amount that I had paid to send it back to them.
Like I said, anyone can have a bad day, so give them another chance. Newegg didn't get that reseller rating of theirs by doing stupid customer service all the time, right?
Two really great instances I've had them take care of for me was one recently, when they offered a mail-in rebate for a product that needed a barcode from the retail package. Problem was, they only offered that item in an oem version, and I didn't notice the discrepancy until after the drive got here. I called them up, explained it, and within 5 minutes the csr gave me a $10 credit on my credit card (the value of the mir).
The second instance was a while back, when I ordered a refurbished motherboard from them (back when their refurbs were worth getting, cuz of the deep discount). It got here, and whoever had packed it hadn't done it worth a darn. The board showed up all bashed up and not even worth putting into a case. I called newegg, and they apologized, gave me an rma number, and when they got the mobo back, they not only refunded me the cost of the mobo, but also the amount that I had paid to send it back to them.
Like I said, anyone can have a bad day, so give them another chance. Newegg didn't get that reseller rating of theirs by doing stupid customer service all the time, right?
burningrave101
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Apallohadas said:
Just because you found bezels for sale on Newegg doesn't mean their going to send him out one without him RMA'ing the case. Its poor business practice to do it that way because then people just start calling in for new parts saying something was damaged.
Its great if they will but its just not common practice for an online vendor. I've had two different damaged cases from Newegg and both times i had to RMA the case for a new one and i got a refund on my shipping charges.
Have any of you ever got Newegg to send you out a replacement part without sending the damaged product back?
This is a little off topic, but kind of ironic. My brother decided he was going to buy himself a new case. In doing so instead of ordering the whole case he just ordered the front bezel.. lol..
The above story wasn't very ironic, but it's wierd to have heard your story the day after this happened to my brother.. Enough of my babble.. I'm going back to sleep.
The above story wasn't very ironic, but it's wierd to have heard your story the day after this happened to my brother.. Enough of my babble.. I'm going back to sleep.
Apallohadas
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It's poor business practice to have him return the WHOLE case for a drive bezel.burningrave101 said:
Sounds like Apples and Oranges. He had a damaged BEZEL, not the whole CASE. Of course you should send the case back.
None of my newegg equipment has ever arrived damaged. Not even the refurbished Konica Minolta laser printer that just arrived while I was typing this.
However, Xoxide, when I still used them, sent me a watercooling kit, back in the day. The pump that was with it was burnt out. I called them, explained, they sent a new one the next day WITHOUT me sending anything back.
That one burned out during testing.
They sent me ANOTHER without returning either. (Also sent me a bunch of odd attachments that made no sense.)
Another case: Directron. Sent me a gpu waterblock. Had a crack in it. (Not from shipping either.) Called, complained, received a new one in a few days. The old one is a paperweight.
Sometimes they weigh customer service over inconveniencing the buyer.
Still no response yet from newegg. A couple weeks ago I had a bad stick of corsair I had purchased from newegg. It was back in 2002 but had a lifetime warranty on it. I emailed them to ask how to get an rma because their automated system wouldnt let me. I never recieved a response back then either. I ended up finding the corsiar rma site though. I still have yet to recieve an email from a real person at newegg though. I am sure they get a ton of emails but it has been over a week now since that email. They could have replied and directed me to corsairs website if they didnt want to rma the module.
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when I lived in Ridgecrest, CA, I once drove to the Las Vegas Fry's to buy some computer upgrade parts, one of them was a new case. Now this is about 2-2 1/2 hours one way! I got the parts home and the first thing I took out of the box was the case, the box was in perfect shape, but when I opened it, there was alot of broken styrofoam, I remoeved the case and the front bezel was FUBAR! It was broken on more placec than Evil Knevel! I had to drive all the way back to Las Vegas just to exchange the damn thing, Fry's would even upgrade it or anything for my troubles. Really pissed me off!
b_tenant said:
Vendors will only guarantee a item for like 2 weeks to 90 days after that you have to deal with the manufacturer.
As for your case..... did you try calling back and get someone who spoke English? If not you should have asked to get your shipping paid for. This would have happened easy. Newegg is a very good company.
It wasn't the fact that they werent taking care of the memory. It was the fact that they never even bothered to email me an answer to my question. And I still have yet to recieve an email from them that is not automated. So what is the point of them having a customer service email address.
yeah, usually companies will send you out a replacement, without you sending something back, because, if its broken, theres nothing that they are gonna use it for, at least this is the manufacture's stand point... Many electronic companies do this if you have a problem with a product that is un solveable, unless it was something like a BIOS not flashed...
-jaxx
-jaxx
I had a Silverstone case that had a big scratch on it and I told newegg about all the stuff and said I wasnt gonna pay for the shipping to send the case back, so they said ok and sent me a brand new one So i had 1 good one and another one with a scratch.
So i had 1 good one and another one with a scratch.Cheap bastard....LOL...lucky you, though!Tbird87 said:I had a Silverstone case that had a big scratch on it and I told newegg about all the stuff and said I wasnt gonna pay for the shipping to send the case back, so they said ok and sent me a brand new one
b_tenant said:
I have a lian-li pc-60 and I know what you are talking about (I have 3) it's just that they aren't really bezels they are universal covers.. when you said bezel before I think it was maybe reasonable to assume the front bezel on the computer case itself.
Finally got a reply from newegg just a few minutes ago. They are sending me just a bezel.
Hello Brian,
I apologize for the inconvenience. What I have done is created a special order
to have a replacement bezel shipped out. You will received an automated email with the tracking number when that ships out.
If you have any further questions or concerns, please visit our FAQs
<http://www.newegg.com/app/faq.asp> page.
If you'd like to read or post a testimonial about our services, please click
here <http://www.newegg.com/app/testimonials.asp>.
Thank you,
Stephen Armas stephenarmas@newegg.com
Newegg Customer Support
( Tel: 800-390-1119
) Fax: 909-395-8907
Hello Brian,
I apologize for the inconvenience. What I have done is created a special order
to have a replacement bezel shipped out. You will received an automated email with the tracking number when that ships out.
If you have any further questions or concerns, please visit our FAQs
<http://www.newegg.com/app/faq.asp> page.
If you'd like to read or post a testimonial about our services, please click
here <http://www.newegg.com/app/testimonials.asp>.
Thank you,
Stephen Armas stephenarmas@newegg.com
Newegg Customer Support
( Tel: 800-390-1119
) Fax: 909-395-8907
burningrave101
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Glad to see you got your issue resolved. I just ordered a new Cooler Master Praetorian from Directron a few minutes ago because they had it on sale and i had a $10 off coupon and i wanted it double boxed .
.b_tenant said: