Newegg RMA Technicians Are Breaking My Returns

Discussion in 'Motherboards' started by dolorousdave, May 21, 2012.

  1. dolorousdave

    dolorousdave Limp Gawd

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    UPDATE 6/5/2012

    Just wanted to update this first post for any coming into this discussion right now. After copying this original post into my review at ResellerRatings.com and on the Newegg Facebook page, I was contacted by a "Public Image" representative at Newegg who offered me a full refund on both motherboards. As of 6/1/2012, I have received both refunds, and my Newegg account suspension was lifted once I canceled the Paypal disputes. While this doesn't make the shady practices allegedly occurring at Newegg any better, it at least resolves my specific issue. I will no longer be shopping at Newegg.com as a result of this entire situation, and feel lucky that I got out of this mess with my money. What a demoralizing experience.


    I realize the post subject may be inflammatory to some, but I swear that this is what is happening. Some background:

    First, on April 15th, I received an Asus P8Z68-V/Gen3 board that would work great until installed a GTX580 of any type. Tried three different 580s, no video. A 560ti, 7970 and numerous other smaller cards would all work great. Took the board out, checked to be sure there was no damage to the CPU socket, carefully placed the plastic socket cover back on and started the "RMA for replacement" process with Newegg.

    Long story short, they denied the RMA stated "customer-caused damage to CPU pins". I received the board back and literally 1/4 of the pins in the CPU socket were completely smashed. No way in the world that I caused this damage.

    While waiting on the first RMA, on April 25th, I ordered an ASRock P67 EXTREME4 GEN3 motherboard to replace the Asus board, thinking I'd put the Asus board in another build when it was returned. Received the ASRock board and while the packaging was nice, I wasn't pleased with the board quality. Again, started the RMA process, and didn't even remove the plastic CPU socket cover on this one.

    Just received notification today that my ASRock board RMA has been denied due to "Customer-caused damage to CPU pins". ARE YOU KIDDING ME? THIS BOARD WAS NEVER EVEN IN MY COMPUTER, NEWEGG.

    All I can think is that the techs over there are intentionally damaging returned motherboards to avoid paying out the refund. I've literally begged their customer service reps to give me an avenue to pursue this with their management. I've pulled my hair out. I've started PayPal disputes on both transactions...but have a feeling that will go absolutely nowhere.

    I realize that I'm just kind of yelling into the wind here, but I had to vent somewhere. I've used Newegg for a long time, and built computers for even longer...and I know good and damn well when I've done something stupid and bent pins. This is definitely not one (or two) of those times.

    My mind is absolutely blown.
     
    Last edited: Jun 5, 2012
  2. BB Gun

    BB Gun [H]ard|Gawd

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    ...but this time video your packing process. And take pics.

    Then wait.

    Then send a note with the evidence, looking for satisfaction. They'll get the hint.

    BB
     
  3. drescherjm

    drescherjm [H]ardForum Junkie

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    Did you ship it back with the plastic cover protecting the pins?
     
  4. dolorousdave

    dolorousdave Limp Gawd

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    Yep, I sure did.
     
  5. night_2004

    night_2004 2[H]4U

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    I have read at least 5 complaints along these same lines over at NewEgg's Facebook page in the last few weeks, so I don't think you're crazy. If PayPal doesn't rule in your favor can you do a CC chargeback?
     
  6. dolorousdave

    dolorousdave Limp Gawd

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    Well, I've got PayPal disputes open for both transactions--wishing now I had paid with my credit card as a chargeback would be way less painful.
     
  7. night_2004

    night_2004 2[H]4U

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    Ninja edit on my last post, sorry about that. I didn't notice the mention of PayPal. Anyway, shaming them on Facebook might get them to contact you about it (with the added benefit of maybe driving a few motherboard purchases to Amazon). I've questioned NewEgg's ethics ever since they sent me a PSU that had been repackaged with a previous NewEgg RMA sticker will affixed to the packaging. Only placed two orders with them since that incident and only because I couldn't get the items anywhere else at the time.

    ANOTHER NINJA EDIT: I wonder if Kyle could try and bust this with a small investigation? I loved when they went after NewEgg for those fake Intel CPUs...
     
  8. EuphoricRage470

    EuphoricRage470 [H]ard|Gawd

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    This is why I've stopped using Newegg and use Amazon exclusively for PC purchases. Sorry for your horrible experience with Newegg. Please don't give them any further business and please, others, take heed. Newegg's CS is AWFUL.
     
  9. techie81

    techie81 [H]ard for [H]ardware

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    This is exactly why I pay for everything with a credit card. Sounds like some funny business is going on at newegg and not surprisingly I haven't shopped there in a long time.
     
  10. munkle

    munkle [H]ardForum Junkie

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    I've never had a problem with newegg but I have had lots of problems with amazon with getting other peoples rma's. One time they (amazon, not a reseller but directly from amazon) just put someone's rma'ed box inside a new box and sent it to me. It still had their shipping label, and return label on the box on the inside and the item was open and defective. I have received 4 or 5 items from amazon that were obviously opened and returned because they were defective/missing parts and they sent them to me...

    So its not like any retailer is free from this.
     
  11. extide

    extide 2[H]4U

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    That was completely a mistake on Neweggs part. Do you really think they were trying to sell people "pretend" CPU's and get away with it? :rolleyes:

    Now this whole pin bending thins, IMHO, would be a good candidate for some sort of investigation. I will for sure be photographing all of my stuff before sending it anywhere for RMA from now on.
     
  12. munkle

    munkle [H]ardForum Junkie

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    It wasn't even really newegg's fault but the distributor that newegg used if I remember correctly?
     
  13. night_2004

    night_2004 2[H]4U

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    Yes it was a mistake, I know that. But the article was sufficiently entertaining nonetheless ;).
     
  14. Bman123

    Bman123 [H]ardness Supreme

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    Wow I would be livid. Can you file a BBB complaint against them? I would post reviews all over that site telling people about it. I only buy my shit from micro center now so I can open it right then and there to avoid this kind of shit.
     
  15. Bman123

    Bman123 [H]ardness Supreme

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    Hopefully this works out for you some time soon
     
  16. HvyMtl

    HvyMtl [H]ard|Gawd

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  17. dolorousdave

    dolorousdave Limp Gawd

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    The problem is that I can't prove they did it. It's like I told the CS rep today, they hold all the cards in this situation and there's absolutely nothing I can do. It's the worst kind of screw-over because they have absolute power in these situations.

    The only thing I can do is spread the word and absolutely, positively refuse to buy from them anymore.
     
  18. Bootleg Usher

    Bootleg Usher Gawd

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    If you do that, can't NewEgg take you to court? I once contemplated doing a CC chargeback and my credit card company (mastercard) told me that they can do it but the other side might open up a civil suit. Even if you won, is preparing evidence and going to court worth your time?
     
  19. Orddie

    Orddie 2[H]4U

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    I would link the posts of others reporting the same issues on the PayPal case.
     
  20. dolorousdave

    dolorousdave Limp Gawd

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    Well, I reposted this on the Newegg Facebook page and they just responded with "Hello David, we apologize for any inconvenience we have caused. Please send us an inquiry to facebook@newegg.com with your sales order number and we will gladly look into this issue for you."

    Anyone want to place odds on them actually resolving this to my satisfaction? Or do you think they'll just wait an appropriate amount of time before deleting my post?
     
  21. wabbitseason

    wabbitseason [H]ard|Gawd

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    Threaten to dispute the charge on your credit card if they don't issue a valid RMA within 48 hours. Then do it.
     
  22. dolorousdave

    dolorousdave Limp Gawd

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    As I mentioned in my previous post, I can't dispute a card transaction because I used PayPal. I've got two disputes open with them on this, but the first has been open since May 2nd with no movement yet.
     
  23. Ruoh

    Ruoh [H]ardness Supreme

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    BBB will only take note of the complaint. They aren't some sort of government entity that can force NE to do anything about the situation.
     
  24. Skripka

    Skripka [H]ardForum Junkie

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    And BBB will only take note of the complaint after you pay them money to do so.
     
  25. night_2004

    night_2004 2[H]4U

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    That Facebook reply is nothing more than an opening CS reply from a low level rep. It wouldn't hurt to follow up -- it can't get any worse than it is already.
     
  26. DoubleTap

    DoubleTap [H]ard|Gawd

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    I suspect that some CS person or tech is messing up the testing on these and blaming it on the customer.

    Think about your average RMA PC tech - he tries to test a board and mashes the pins, destroying a $200 motherboard. Easiest way out is "uh, it was already like that when it got here!"

    I've read a lot of issues with the pins on the new boards and it actually made me think twice about going to LGA2011 - it sounds like whether there is a defect or a vendor mistake or whatever - the customer is always at fault and takes the loss.

    It's really a product design issue at the heart of it.
     
  27. dolorousdave

    dolorousdave Limp Gawd

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    I just honestly keep hoping that someone over there with a lick of sense will look at these and say, "wait a minute, this isn't right".

    And let's be honest here, back in the days when the pins were on the CPU, it was really easy to seat one incorrectly and bend the pins. It would take some really obvious buffoonery to bend the socket pins on these new designs--you'd almost have to drop something on the open socket and grind it around for the pins to go every which way.

    The design is still horrid but it's worlds better than it used to be and (you would think) much harder to blame this kind of damage on the customer.
     
  28. night_2004

    night_2004 2[H]4U

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    LOL to the response to NewEgg's response on FB. I'll be very interested in knowing if NewEgg moderates your complaint away now. Looks like I was right in my estimate on the number of complaints filed in the last few weeks.

    There does seem to be a pattern alright. Six complaints, all similar, in just May alone.
     
  29. Tsumi

    Tsumi [H]ardForum Junkie

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    Although, it is significantly easier to straighten out CPU pins than motherboard socket pins, unless you just broke the pin completely off the CPU, which would take considerable force in my experience. I once tried to put in an AMD CPU the wrong way, two pins ended up going in the same hole. Straightened it out with a mechanical pencil, and it was good to go.
     
  30. dolorousdave

    dolorousdave Limp Gawd

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    I've compiled some of the similar complaints on that page from the last month:

     
  31. J Macker

    J Macker [H]ardForum Junkie

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    Ouch. I will definitely keep this in mind and will purchase more parts elsewhere.
     
  32. night_2004

    night_2004 2[H]4U

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    After my last motherboard RMA experience with NewEgg this thread is basically the last straw for me too. I seriously hope this complaint is addressed or I'll be moving NewEgg's share of my orders (~10%, down from 95% in 2010 because of my own RMA hells) to Amazon whenever I can.

    More complaints @ Reseller Ratings for you, also in the last month. May or may not be overlapping with NewEgg's FB posts...

     
    Last edited by a moderator: May 21, 2012
  33. dolorousdave

    dolorousdave Limp Gawd

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    Thanks for mentioning ResellerRatings--I've posted this issue there as well. Might as well let other folks know about the horrible treatment I and others have received regarding this specific motherboard issue.
     
  34. dolorousdave

    dolorousdave Limp Gawd

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    Aaaaand, just got a call from Mark @ Newegg stating they had seen my review on ResellerRatings.com and would like some additional information. He said he'd do some further investigation and give me a call back in about 20 minutes.
     
  35. night_2004

    night_2004 2[H]4U

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    If you don't mind my suggesting this -- try to get everything in writing and encourage Mark to contact you via email. That way you have proof if the manure hits the air moving device. I would also encourage you to NOT delete your comments at RR or FB should this be resolved, and do not accept any terms that involve you having to remove those comments.

    BTW, I still don't see your comments over at RR...
     
  36. dolorousdave

    dolorousdave Limp Gawd

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    They're probably still in the moderation process. He said he saw them over at RR. I'm definitely not going to retract my comments--I've already decided I'll offer to edit them with the updated information if the situation is resolved to my satisfaction.
     
  37. night_2004

    night_2004 2[H]4U

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    I think 'append' might be more accurate than 'edit'. ;)

    Seems like RR has a mechanism that alerts companies to bad reviews before they even become public? Interesting.
     
  38. dolorousdave

    dolorousdave Limp Gawd

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    I wonder if there's a "this has been resolved" button they can press that makes them disappear? And yes, append is definitely the more appropriate word.
     
  39. qbanb8582

    qbanb8582 2[H]4U

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    I've never had problems with Newegg personally but if this were I would be livid as well. I would file claims where I need to. BBB, credit card company, paypal you name it. I hope it works out for you.
     
  40. mrtheshaggy

    mrtheshaggy [H]ard|Gawd

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    Squeaky wheel gets the oil.