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newegg hoed me out :(

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windoze9x

Limp Gawd
Joined
Jul 26, 2002
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413
Hey guys, just wanna get some general advice on what you guys think i should do. Here's the story.

Last weekend I decided I was gonna do major upgrade and get the newest generation of components. So I got a new mobo which required me to get new video card (cuase new mobo only has pci express). So I went looking for a good video card for around 200. Lo and behold I run into a refurbished sapphire x800 pro vivo 256mb pci-express card for $199 YES!! I'm so excited I add it to my cart and check out and all that good stuff. So today I get my card. I notice the power connector is a standard molex just like you use on hard drives and i'm like wait that's not right. So i look down at the card connector and sure enough...AGP. So I go and check my invoice and sure enough I did order pci-express so it wasn't my fault. So i call newegg and this is what they tell me:

1. They cannot replace the card cause it's a refurb
2. They can refund my money (RMA)
3. Since the oem and retail cards are around 250 they can give me $25 credit
4. They will refund my shipping if i fax (lame) them a copy of the shipping receipt

Personally I think this is crap. I think they should send me an oem card as replacement. They are majorly inconveniencing me and I had really hoped to build my computer this weekend and now i gotta wait for shipping twice more (there and back) then I might have to spend 25 more dollars to get the card I want :(. What do you guys think? I wrote an email to customer service telling them how I felt about the situation. I havn't recieved a reply yet.

Any advice or opinions are welcome. I hope you guys don't think I'm being bitchy :(. Normally I love newegg but they really let me down on this one.
 
I don't really know what else you can expect of them. I understand your frustration, yes, but it sounds to me like the classic kind of service that NewEgg has a reputation for. They made a mistake, so they're refunding you in full, paying for the extra shipping, *and* giving you a $25 credit so that you can buy the card you intended to buy? Sounds like great customer service to me

However, emailing customer service and telling them you feel screwed can't hurt. Who knows what you might get out of it
 
Did you show them the recpit about the PCI-Express thing? What did they say?

If you clearly ordered a PCI-Express card and it says so on your recpit, but they shiped you an AGP card, it IS their fault, and they are legally responsible to give you what you ordered, or refund your money. They have offered to give you your money back, and I'm affraid that's probably all you'll get.

This is personally why I don't by re-furbished cards, or parts, there's usually no warrenty or much on them. I personally would rather spend the money on a retail/new product and get a warrenty for replacement if DOA, but that's just me.

Edit: Wait, are the offereing to do all 4 options for you? If so, then I have to agree that that's a pretty good deal in all honesty. It's still their faul, and they made a mistake, all you have to do is take some time and follow up to get some store credit and a refund of your money.
 
if u cant return it, sell it!! omg!! x800pro vivos cost alot more than 200 hehe even used..!! see if that thing unlocks and see if it can reach XT speeds hehe..sell it for 300 or something, someone will buy it :)
 
EQTakeOffense said:
Did you show them the recpit about the PCI-Express thing? What did they say?

If you clearly ordered a PCI-Express card and it says so on your recpit, but they shiped you an AGP card, it IS their fault, and they are legally responsible to give you what you ordered, or refund your money. They have offered to give you your money back, and I'm affraid that's probably all you'll get.

This is personally why I don't by re-furbished cards, or parts, there's usually no warrenty or much on them. I personally would rather spend the money on a retail/new product and get a warrenty for replacement if DOA, but that's just me.
Click to expand...

I normally wouldn't buy a refurb either but I was saving $50 on a $250 card! That's a hell of a savings. Yes I had the reciept. Funny thing is it didn't say PCI Express on anything but my order status page. The other stuff like my invoice didn't show interface. Yeah I knew there was limited to no warranty on it. But this isn't a matter of warranty cuase they didn't even send the right product. But It's extremely lame that they can't replace the card I bought. Honestly I think they should make up their mistake and send me an OEM. Anyone have any recommendations on somewhere to find that x800 pro card cheaper than $250? Or any other online stores they recommend? I definately wanna avoid purchasing this card again at newegg. If only to make a statement.

aZn_plyR said:
if u cant return it, sell it!! omg!! x800pro vivos cost alot more than 200 hehe even used..!! see if that thing unlocks and see if it can reach XT speeds hehe..sell it for 300 or something, someone will buy it :)
Click to expand...

You can get it new retail for $250 at newegg and OEM for 4 or 5 bucks less. That's another reason i was so excited about getting that card for 200. cause i knew i could unlock it and possibly make it a $450 card...arrghghg
 
If they do not have a card to replace it with (no more refurbs in stock at the same price), there is nothing they can do about it. It is a little disappointing that they sent you the wrong product, but offering to give you a quick full refund in addition to the shipping cost to send them back their product is exactly what I would expect from a reputable company. Asking them to send you a brand new product to replace a refurbished one because they have no PCI-E refurb cards in stock is asking too much IMO. Getting a brand new replacement for a refurb is something to hope for, not to expect.

They replaced my 11 month old 4X DVD burner which broke weeks before the warranty expired with a brand new 16X burner which retailed for less than what I originally payed for the 4X burner, which I was very happy with, but I would not have been pissed if they told me to get the warranty through NEC instead. I tend to hope for generosity rather than expect it, so I get disappointed less often :)
 
I ordered an AGP X800XTPE and they sent me a broken X800XT instead.

Something is seriously wrong with their refurbished items. I read and understand their disclaimer, but the risks associated with getting a refurbished item shouldn't mean having a 50% chance of getting the wrong item.

I made a thread about my experience: http://www.hardforum.com/showthread.php?t=904214

In there, people replied saying they also got the wrong items when buying refurbished so this is looking more and more like a chronic problem. I sent that one back and was able to get a refund (because they of course had no more in stock). I’ve since ordered another card, and it’s due to arrive tomorrow. Call me crazy, but some how I’m not very optimistic about what I’m going to find when I open the package tomorrow :rolleyes:
 
lawrence131 said:
If they do not have a card to replace it with (no more refurbs in stock at the same price), there is nothing they can do about it. It is a little disappointing that they sent you the wrong product, but offering to give you a quick full refund in addition to the shipping cost to send them back their product is exactly what I would expect from a reputable company. Asking them to send you a brand new product to replace a refurbished one because they have no PCI-E refurb cards in stock is asking too much IMO. Getting a brand new replacement for a refurb is something to hope for, not to expect.

They replaced my 11 month old 4X DVD burner which broke weeks before the warranty expired with a brand new 16X burner which retailed for less than what I originally payed for the 4X burner, which I was very happy with, but I would not have been pissed if they told me to get the warranty through NEC instead. I tend to hope for generosity rather than expect it, so I get disappointed less often :)
Click to expand...

I see what you are saying. But I want what i payed for which was an x800 pro for $200. I don't ask them to send me retail version with box or something, just OEM is fine. Plus I'm pretty sure they never had this card in stock when I ordered it. Otherwise I'd buy another refurb for $200. They don't have the refurb listed anymore.
 
GotNoRice said:
I made a thread about my experience: http://www.hardforum.com/showthread.php?t=904214

I’ve since ordered another card, and it’s due to arrive tomorrow. Call me crazy, but some how I’m not very optimistic about what I’m going to find when I open the package tomorrow :rolleyes:
Click to expand...

I hope you didn't order another refurb then HAHA. Even though if they would of had refurb listed I would have ordered it again ;). Maybe they would credit me another $25 bucks and then i could get OEM HAHAHAH. Also I can't get your thread to work. Maybe it got purged?

edit: sorry for double post
 
windoze9x said:
1. They cannot replace the card cause it's a refurb
2. They can refund my money (RMA)
3. Since the oem and retail cards are around 250 they can give me $25 credit
4. They will refund my shipping if i fax (lame) them a copy of the shipping receipt
.
Click to expand...


If it were me, I'd say deal if they offered free next day shipping on the new card.

Oh and faxes are totally lame. :rolleyes:
 
windoze9x said:
I hope you didn't order another refurb then HAHA. Even though if they would of had refurb listed I would have ordered it again ;). Maybe they would credit me another $25 bucks and then i could get OEM HAHAHAH. Also I can't get your thread to work. Maybe it got purged?
Click to expand...

Yeah I did order another refurbished. We'll see how it works out. About the thread, it's posted in genmay and you probably don't have a subscription for that section.
 
windoze9x said:
1. They cannot replace the card cause it's a refurb
2. They can refund my money (RMA)
3. Since the oem and retail cards are around 250 they can give me $25 credit
4. They will refund my shipping if i fax (lame) them a copy of the shipping receipt
Click to expand...

They made a mistake and are trying to make amends.
They are offering to return your money and pay for shipping and give you a $25 credit.
What more can you ask?
Obviously they don't have the PCI card or they would offer that up instead of losing the $25 credit. I just double checked and is not available if it ever existed. Don't know since I dont look at old cards.

Just get your money back and the $25 credit. Damn I would be happy with that deal.
 
Whitewolf said:
They made a mistake and are trying to make amends.
They are offering to return your money and pay for shipping and give you a $25 credit.
What more can you ask?
Obviously they don't have the PCI card or they would offer that up instead of losing the $25 credit. I just double checked and is not available if it ever existed. Don't know since I dont look at old cards.

Just get your money back and the $25 credit. Damn I would be happy with that deal.
Click to expand...

They have a PCI-E (not PCI) card. You aren't the one that has to drive to fedex and waste your time and wait more days and spend more money to get the same product.

It's not an old card. You have heard of PCI-Express havn't you? It's not the same as pci. It's better than AGP.

Also to be technical my invoice and everything else actually says OEM and not refurb.

order.gif
 
Get your refund, take the $25 store credit, and move on. Honestly they are doing a damn good job at treating you well as a customer. Don't be like a child that you have to go around pushing people to the limit to get exactly what you want.
 
cokane5227 said:
Get your refund, take the $25 store credit, and move on. Honestly they are doing a damn good job at treating you well as a customer. Don't be like a child that you have to go around pushing people to the limit to get exactly what you want.
Click to expand...
Yeah really, they don't check their refurb items which is why they have a big ass warning on their site about buying refurbs. Considering this, they are doing more than they should to keep you happy and you shouldn't be bitching!
 
Zinn said:
Yeah really, they don't check their refurb items which is why they have a big ass warning on their site about buying refurbs. Considering this, they are doing more than they should to keep you happy and you shouldn't be bitching!
Click to expand...

I'm about sick of hearing about this f'in refurb warning. the warning doesn't apply to my situation one bit. I did not recieve a defective product and I'm not bitching about peripherals. and I'm not trying to return the damn thing after 15 days. Also I'm the damn customer and I'll decide when they are doing what they should be to keep me happy. ALL i want is my damn card.

I also just spent nearly $500 in one weekend at their store. If they make sure I get my card I will spend alot more. Otherwise zipzoomfly is moving from my secondary choice to my first.
 
The $200 refund and the $25 credit towards the card you want sounds a great deal to me. Basically you are asking them to pay $50 (+shipping) for a mistake they made, and they are saying they'll meet you halfway at $25. That is DAMN good customer service. Most places would only refund your money and charge you a restocking fee on top of that.
 
windoze9x said:
I see what you are saying. But I want what i payed for which was an x800 pro for $200. I don't ask them to send me retail version with box or something, just OEM is fine. Plus I'm pretty sure they never had this card in stock when I ordered it. Otherwise I'd buy another refurb for $200. They don't have the refurb listed anymore.
Click to expand...

Yea...I want to pay $200 for an AMD 4800 X2 CPU too...but I dont think it's going to happen anytime soon.

Dude, take the money and don't get upset over it.
 
Wait a minute, i dont get what your so pissed about. You bought refurbished, knowing there was a risk. The sent you the wrong product...their fault....so they offer to refund the shipping, refund the purchase, AND give you twenty five dollars for your trouble. What am i missing here?. Didnt you just get 25 dollars for free here?
Hell, id take a 25 dollar credit at newegg any day....but aparently im the only one who likes free money.
 
windoze9x said:
I'm about sick of hearing about this f'in refurb warning. the warning doesn't apply to my situation one bit. I did not recieve a defective product and I'm not bitching about peripherals. and I'm not trying to return the damn thing after 15 days. Also I'm the damn customer and I'll decide when they are doing what they should be to keep me happy. ALL i want is my damn card.

I also just spent nearly $500 in one weekend at their store. If they make sure I get my card I will spend alot more. Otherwise zipzoomfly is moving from my secondary choice to my first.
Click to expand...

You're right that the disclaimer doesn't apply because they sent you the wrong item, not the correct item that didn't work. But considering how much they're going through to keep your business, I'm a little surprised that you're considering refusing ordering from them again. A full refund + $25 is beyond what most places would offer, and you want them to replace a refurbished item with a new one? Why not just take the refund then buy an OEM version? Octave's right, you'd be getting $25 for free.

Let's consider a similar situation. Suppose you ordered a part and they contacted you after the order had been placed to tell you that their inventory was incorrect and the item was actually out of stock. They offer to refund your money plus a little bit more for your inconvenience. You're saying you'd rather they hang onto your money and send the item when it comes into stock. On the other hand, you could take the refund and buy the card when it does come into stock again, thereby keeping the difference. Just send the fax from a copy center like Kinko's, they only charge a few cents per page.

If you explain that you hoped to set the system up this weekend and you're concerned about the delivery time, I bet they'll arrange something to expedite it.
 
You get excellent service and you're complaining? I'd be happy if a company replied to my emails...

On another note, I heard that PCI-express X800s can't be unlocked beacuse ATI destroyed the defective pipelines or something to that effect.
 
windoze9x said:
I'm about sick of hearing about this f'in refurb warning. the warning doesn't apply to my situation one bit. I did not recieve a defective product and I'm not bitching about peripherals. and I'm not trying to return the damn thing after 15 days. Also I'm the damn customer and I'll decide when they are doing what they should be to keep me happy. ALL i want is my damn card.

I also just spent nearly $500 in one weekend at their store. If they make sure I get my card I will spend alot more. Otherwise zipzoomfly is moving from my secondary choice to my first.
Click to expand...

I understand your frustration, and it is reasonable, but I wouldnt expect them to send a new OEM item in place of a refurb either. A refund of shipping and your purchase price sounds pretty good, and you'll only be out a few days of action in getting your rig up and running.

Overall, you just sound pretty pissed and when you've calmed down this whole affair won't matter one bit to you.

Tsumari
 
i honestly think hes got a reason to be so pissed. due to the fact if he had a potential customer he was building it for, he might lose thier business over this what you call a "minor f**k up"i know a few other things that lead him to be pissed that you guys dont know . this isgoing to turn into a flame war OBVIOUSLY! all he wanted was advice on wtf he should do and now hes getting scolded for.i dont think hes over reacting. if it was me i'd be more harsh about it. he may seem to be pissed, but the funny part is.......... you gys seem more pissed than him over this whole thing. so chil te f**k out and stfu lol ;)
 
If he was building it for a customer, He wouldn't be buying it refurb. :rolleyes:



This whole thing just screams childishness. They made a mistake, they are offering to make it right in every way, But thats not good enough, no...He wants a sparkly brand new card for the price he paid refurb.



Sounds like you just want something to bitch about.


Suck it up already, You're being treated great by newegg, be thankful they are so good with their customer service and move on.
 
if the customer was on limited funds and said they wanted the best for the cheapest price. they would go for a refurb duh?
 
Newegg can afford to lose customers like that. I don't think $500 in sales every several months is worth the headache of dealing with this guy considering the markup is TINY on most of their items. His crusade of injustice is falling on deaf ears from the sounds of this thread too. I've spent upwards of $10k building computers for friends and hospitals with parts mostly from Newegg and I wouldn't expect any more favors than what he has already gotten. Threatening them with a $500 sale isn't exactly going to scare Newegg either :)

ZZF will NOT give a better offer than full refund, shipping refund, and FREE $25 credit for a clerical mistake with a refurb item.
 
Zinn said:
Yeah really, they don't check their refurb items which is why they have a big ass warning on their site about buying refurbs. Considering this, they are doing more than they should to keep you happy and you shouldn't be bitching!
Click to expand...

Uhh, normally I hate uppity customers...but wow, this guy is totally in the right here. The Newegg Refurb warning on their site regards the working condition of the products...at no point during their Refurbished Policy do I see a disclaimer that the product you receive may or may not be the product you ordered. That is total shit, somebody does not pay $200 to take a chance on something. Good customer service, in this case, would be Newegg swallowing the loss and giving him the card he asked for...not giving him money to "sort of" make up for the actual difference he has to pay to get the card he should have in his hands in the first place.

Some of you people take the "don't make trouble" business way too far. If it weren't for people who don't just lie down and accept things, your lives as consumers would suck a lot more.
 
finalgt said:
Uhh, normally I hate uppity customers...but wow, this guy is totally in the right here. The Newegg Refurb warning on their site regards the working condition of the products...at no point during their Refurbished Policy do I see a disclaimer that the product you receive may or may not be the product you ordered. That is total shit, somebody does not pay $200 to take a chance on something. Good customer service, in this case, would be Newegg swallowing the loss and giving him the card he asked for...not giving him money to "sort of" make up for the actual difference he has to pay to get the card he should have in his hands in the first place.

Some of you people take the "don't make trouble" business way too far. If it weren't for people who don't just lie down and accept things, your lives as consumers would suck a lot more.
Click to expand...


Are you fucking nuts?

The sheer fact that Newegg is willing to give him more then his money back to help him in getting the card he wants is god damn graceful charity there.


He paid for something.

He didn't get it.

Newegg applogized, offered him his money back, plus some to afford the card he wants.



Thats not good enough?


If thats not good enough, Then there is something wrong with YOU. They have no obligation to do more then give him his money back, and yet their going to give him 25 bucks towards another card on top of it?


Thats godlike customer service there, This guy just wants a brand new shining card for the price he paid refurb.

He ain't gonna get it, His bitching and whining and moaning is falling on deaf ears. He paid for a refurbished card, apparently they don't have one in the PCI-E like he ordered, or they would send him that.

They won't give him a new card for a refurb card, End of story.


He should be god damn grateful hes getting what hes getting, Instead of being a child about it and crying trying to get more free shit.
 
You should definitely go as far as you can. Sure, they gave you nice service, they'll give you full refund, pay for shipping, etc, but they advertised a PCI-Express card and sent you an AGP card-you BOUGHT a PCI-Express card, so they need to give you one. It's on the site, it's on the receipt, it should be in your hands.

Oh and @Komataguri, I think you need to take a breather, seriously, all opinions on what should happen to this guys money aside, you need to calm down, you're going a little crazy there.
 
lesman said:
You should definitely go as far as you can. Sure, they gave you nice service, they'll give you full refund, pay for shipping, etc, but they advertised a PCI-Express card and sent you an AGP card-you BOUGHT a PCI-Express card, so they need to give you one. It's on the site, it's on the receipt, it should be in your hands.
Click to expand...


And if they had a refurb one to send him, They probably would.


Since they are not sending him one, they probably don't have a refurb version of the card he wants, So they are going out of their way to make him happy.
 
Komataguri said:
And if they had a refurb one to send him, They probably would.


Since they are not sending him one, they probably don't have a refurb version of the card he wants, So they are going out of their way to make him happy.
Click to expand...
It's business advertising, friend. Newegg knows all about good practice, and if this (in a sense) false advertising gets out to reseller ratings and whatnot, they will put in a company comment on the site saying that they are sorry for what happened and get him what he payed for immediately-they know what they're doing-they might not do anything until there's a bad review about it-and that's how they work. I've seen it too many times. Honestly, legally, he payed for what they advertised and it should be in his hands. He might have to wait for a refurbished one, but he'll have to get it at the same price.
 
the only x800 pros that unlock are the AGP ones.....
so flash teh bois and sell it on ebay...chumps like to pay extra for a 'service' like that
 
lesman said:
It's business advertising, friend. Newegg knows all about good practice, and if this (in a sense) false advertising gets out to reseller ratings and whatnot, they will put in a company comment on the site saying that they are sorry for what happened and get him what he payed for immediately-they know what they're doing-they might not do anything until there's a bad review about it-and that's how they work. I've seen it too many times. Honestly, legally, he payed for what they advertised and it should be in his hands. He might have to wait for a refurbished one, but he'll have to get it at the same price.
Click to expand...



And since they don't have a refurbished one, they are giving him his money back plus credit towards another card.


If you see a flaw with them admiting their mistake, and going out of their way to make up for it... THen I'm sorry to say it, but your mother fuckin nuts.
 
You make it sound as though this guy ordered the card in the first place, expecting it to not be the right card, hoping that he would get an OEM (instead of refurbished) card out of the deal. That's absurd. Newegg didn't notice their mistake even after shipping it; the entire time, they thought they were sending him a PCI-E.

The reason they're giving him a $25 credit is for two reasons:

a) Because that's probably the maximum they're allowed to give away for clerical errors.
b) Because the type of person who spends $200 on a video card would probably think of the extra $20 that he has to spend to get the card he ordered in the first place as minor, and will go ahead and pay the extra $25.

Even if you can afford the extra $25, and let's be honest, most of us can: if you pay it, you are officially their bitch. "Good customer service" in this case, like I said, would be to give the man what he paid for. He paid for a refurb, but they don't have any more, so why not give him an OEM? Yeah, it sucks for Newegg, but if they want to avoid that, how about they have somebody actually check their products? The issue here is closer to false advertising than it is to a question of whether or not they should honor a pricing mistake, because the problem is recurrent.
 
finalgt said:
You make it sound as though this guy ordered the card in the first place, expecting it to not be the right card, hoping that he would get an OEM (instead of refurbished) card out of the deal. That's absurd. Newegg didn't notice their mistake even after shipping it; the entire time, they thought they were sending him a PCI-E.

The reason they're giving him a $25 credit is for two reasons:

a) Because that's probably the maximum they're allowed to give away for clerical errors.
b) Because the type of person who spends $200 on a video card would probably think of the extra $20 that he has to spend to get the card he ordered in the first place as minor, and will go ahead and pay the extra $25.

Even if you can afford the extra $25, and let's be honest, most of us can: if you pay it, you are officially their bitch. "Good customer service" in this case, like I said, would be to give the man what he paid for. He paid for a refurb, but they don't have any more, so why not give him an OEM? Yeah, it sucks for Newegg, but if they want to avoid that, how about they have somebody actually check their products? The issue here is closer to false advertising than it is to a question of whether or not they should honor a pricing mistake, because the problem is recurrent.
Click to expand...

If he had bought a retail or OEM card, and they made the mistake, they probably would.


Why should they send him an OEM or new card when he bought a refurb? Its ludicris.


They are doing more then they ahve to, to make the situation right.


You people who want something for nothing are really starting to irk me.
 
I think newegg's response was more than fair. Certainly better than most places.
 
Komataguri said:
If he was building it for a customer, He wouldn't be buying it refurb. :rolleyes:



This whole thing just screams childishness. They made a mistake, they are offering to make it right in every way, But thats not good enough, no...He wants a sparkly brand new card for the price he paid refurb.



Sounds like you just want something to bitch about.


Suck it up already, You're being treated great by newegg, be thankful they are so good with their customer service and move on.
Click to expand...

Exactly. Newegg has better customer service than Canada Computers at least. ;)
 
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