Newegg RMA Technicians Are Breaking My Returns

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

  1. tatm Mrk.RIVE

    tatm Mrk.RIVE Limp Gawd

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    LOL right? I regret not vvideotaping my package job and my lack of bending pins before sending my mobo out to asus RMA
     
  2. Theultimateeye

    Theultimateeye Limp Gawd

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    Similar thing happened to me. I had sent a motherboard to them and when i got it back, 2 capacitors were broken. I guess they didn't notice it. Regardless they were excellent in dealing with getting me another motherboard out ASAP.
     
  3. Ventrue

    Ventrue n00b

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    So, I promised I'd give an update on my situation regarding my instance of motherboard grief with Newegg RMA.

    I had to send another e-mail to Newegg (this time, under customer support, where I requested to change my RMA). I explained the situation, that I wasn't the only person to have dealt with this behavior from Newegg, and that all I wanted was a full refund. If they could not provide that, Reseller Ratings, the Consumerist, among others, would hear about this. And, probably most importantly, I mentioned that if the reader could not process my request, that they forward the e-mail to their manager. The grunt-level representatives probably don't have the kind of authorization required to make this exception, whereas a manager can light fires where need be, so to speak.

    This was effective, as I received an e-mail a couple hours later from the RMA facility (the same Carl from the original e-mail), apologizing for the delay, and making an exception to process my motherboard as a full refund. Confirming this was an e-mail sent to me this last Monday, explaining that my RMA has been successfully processed, and that I'd get my refund in 2-6 business days.

    I still haven't seen the funds yet, but I'm giving them until this coming Tuesday to do that before I contact them again.

    I think it really helps if you don't sound angry with the customer support representative. Treat them with some courtesy, and I think you'll likely get the same result that I did. I still won't be giving Newegg any further business, and would advise others to follow suit.
     
  4. Gorilla

    Gorilla [H]ardness Supreme

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    I was so amazed, a couple months ago a friend of mine RMAd a motherboard to newegg and forgot to include the socket cover and the exchange went just fine. We were all telling him that they were going to completely destroy the pins and reject it.
     
  5. BigRigDriver

    BigRigDriver Gawd

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    I remembered that my order came with a satisfaction policy from Google. So, I emailed Google about this matter. Last night the returned package was intercepted in Portland, OR ( I live in Seattle). This morning, the intercept was complete & the package is being returned to the Rotten Egg. Kinda sad about that cause I really wanted to sue these rotten eggs in court, I'm so ready to do so on the basis of fraud.
    Just came back from resllerratings.com. Not a good review for them. I will continue to post on their Facebook page, they don't deserve any positive outcomes from this!
     
  6. Ruoh

    Ruoh [H]ardness Supreme

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    You better have everything you need to back up your claims, defamation suits can get ugly, from what I've heard.
     
  7. tatm Mrk.RIVE

    tatm Mrk.RIVE Limp Gawd

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    And it isn't as if they don't have the money for good lawyers.
     
  8. BigRigDriver

    BigRigDriver Gawd

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    Newegg called me, wanted to give me a store credit. I declined. Google emailed me 10 mins after I hang up on the Egg & said that Newegg had agreed to issue a refund minus the 15% restock fee which is I what I wanted in the first place. The cool thing is, Google is going to cover the 15% restock fee, now that's a company I will praise for life!
     
  9. KILLER_K

    KILLER_K [H]ardness Supreme

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    So how do you charge a restocking fee on a damaged motherboard? Because surely they can't add it to a open box sale. They have to rma the motherboard back to get it fixed. That makes no sense at all.

     
  10. videobruce

    videobruce Limp Gawd

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    This thread is long. From reading the first few posts and the last few here,
    overall has things changed for the better with Newegg??

    Knock on wood, I haven't had a problem and the last issue was resolved after a 2nd phone call with the restocking fee waived (I was over the 30 days by 3).
     
  11. kaigne

    kaigne n00b

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    Well my 2nd Newegg motherboard RMA in 3 weeks arrived in Whittier this morning and was approved within the last few hours. No horror stories to report today. However, I video recorded the entire process of removing the mobo from my case (along with detailed video of the CPU removal and close ups of the pins), repackaging of the mobo/assessories, and application of the shipping label and anti-tamper stickers on the box (I also recorded the box at the UPS store the next morning). It was a pain in the ass but gave me plenty of peace of mind after reading this thread.
     
  12. Veedo

    Veedo 2[H]4U

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    fucking newegg. I knew it, I just knew there would be a thread on these forums about this. this isn't motherboard related, but I have to get this off my chest. I have shopped at newegg for years without any major problems, other then them not being able to properly package a hard drive for shipment. but this one takes the cake.

    I ordered a nexus 7 a couple weeks back, and it arrived with two corners dented in. contacted someone through chat, arranged an rma and sent it back. in the meantime I ordered another from newegg so I didn't have to wait for them to receive mine, send out a new one, etc. few days later I get an email with my refund amount being 15% less due to concealed damage! contacted someone through chat again, they gave me the runaround and wanted to give me a gift card in the amount of the 15% that was not returned to me. not a chance. after bickering back and forth they finally returned my money.

    the replacement nexus shows up with dead pixels and stuck in a reboot loop. set up another rma, sent it back, and ordered one from amazon (which is mint). get an email a few days later with my return amount. this time its a 25% restocking fee, and the dick in the chat room is now telling me there is nothing wrong with the returned nexus and they are going to sell it as an open box. no luck getting my money back yet, so I have already got the ball rolling with the google trusted store policy. not sure how that will work out. guess I'm a little late to find out that newegg has went in the fucking shitter. suck it newegg, suck it.
     
  13. Bluesun311

    Bluesun311 2[H]4U

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    Live Chat is outsourced. If you want to have a bad day--try and solve a customer service issue through live chat with any of these companies. It seems like it's a good deal, don't have to wait on the phone... nope it's worse. My suggestion: make a complaint about this issue on resellerratings.com and say what happened exactly but try less "suck it" and more "I have shopped at Newegg for years without any major problems..."

    They should suck it, don't get me wrong. But resellerratings.com holds some sort of importance to Neweggs highlevel cs team. As does the newegg facebook page. If you just want your money back I'd go that route. Amazon isn't perfect either, but they blow Newegg away on CS. I think Newegg is sort of deliberately throwing away customers to try to force a new concept of "service" on consumers. They seem to prefer stupid, timid customers and they find profit margins in the little mind games and cheat tactics they play on people. Amazon is just getting business done.

    Only things I buy from the Egg come in sealed boxes these days. No motherboards. They can't package safely. They will put the mobo retail package on the bottom of a box with nothing under it. Then put some paper on top... No wonder their RMA rate is insanely high for items like that. You can't drop a motherboard box on the ground from 6-10 feet up (this happens ALLL the time airmail) and expect everything to be fine every time. The box may have landed on the flat side and look technically undamaged, but your board may have imploded.
     
  14. enieves137

    enieves137 [H]Lite

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    I switch to buying from Amazon, they have a great reputation for their customers. Also buy local at Fry's Electronics. I still have the $300 motherboard I bought from Newegg last year, just waiting for the socket to come on to the market so I can repair this myself.

    Newegg broke 4 pins on the socket. I did complain to the state and feds about their selling practice. Enough complaints to get me black balled on Newegg. Which is fine since most of my >$3000 a year business to Amazon.
     
  15. majinsnake

    majinsnake [H]Lite

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    Personally, i think Amazon customer service is okay. I decided to point out an odd thing on their website.

    I can not remember off the top of my head what it was, but I think it was with American Express cards. Not 100% on that. They did not respond to it. So I sent another response to their customer support again.. Again, no response. You point out something to a company, yes well, they will ignore it. Nothing changed from it I believe.


    I have seen people have issues on or with Newegg. Just read the comments on several of their products. Their is always..."ALWAYS" someone who says I will shop elsewhere.
    I have not been on the receiving end yet.


    To the thread creator "DAVE". Rock on!
     
  16. BigRigDriver

    BigRigDriver Gawd

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    I had better luck with Google trusted store than resslerratings.com. Google made them interceot the returned damaged motherboard, refund the cash in the original form of payment then Google paid me the difference in in the form of Google cash (15% restock fee plus the overnight shipping charges). I still shop at Newegg, but only for small items.
     
  17. mihawk

    mihawk n00b

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    I bought 4 times from Newegg, one issue that the earphone was broken. I requested RMA and surprised that I had to pay the shipping fee
     
  18. cwaffles

    cwaffles Limp Gawd

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    Wow, that is some crazy poor RMA team handling.
     
  19. enieves137

    enieves137 [H]Lite

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    In opinion, their RMA process is the worst I've seen. Still following the tread to see if others are having the same issues. Even though motherboard problems have gone down, they are still mitigating their losses.

    You don't get that from Amazon. Always a return without question, no hidden fees due to the return.

    I am a honest buyer, if a product is substandard I do give them many times, the seller, an opportunity to resolve this issue. And yes be nice about it, everyone gets pissed but being rude is just accepted anymore. Talk to them nicely and end the conversation the same way. Don't shop there no more.

    California Attorney General office sent me a letter stating my issue and sent a letter to Newegg. Make the government aware of this kind of selling practice.
     
  20. UrielDagda

    UrielDagda 2[H]4U

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    I just ordered an MSI board from NewEgg... Lets hope it has no issues... Wanted to get it at Amazon, but for some reason in the middle of the transaction it went BOOM, sorry, we're out of those!

    Sigh.. Amazon's motherboard selection leaves much to be desired.
     
  21. Bluesun311

    Bluesun311 2[H]4U

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    I think the bad publicity hit home and this stuff has largely been routed out. Certainly this thread slowed down, didn't stop, but considering the number of orders they are taking in, and therefore the number of RMAs they are probably receiving the BreakRMA seems to be a declining trend at least. We have new tools at our disposal if Newegg tries to pull a fast one on us, too, like the info just above from BigRigDriver about Google Protection. I wouldn't hesistate to buy a motherboard from Newegg but it's because I live in TX and they don't charge state taxes here while Amazon does. I almost look forward to the end of the out-of-state online tax free purchase racket, so I don't have to feel manipulated by forces outside of selection and purchase price when choosing my retailer.
     
  22. Tankerton

    Tankerton Limp Gawd

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    Lucky for you, you can stop feeling manipulated any time you want. You are already obligated to pay this unpaid sales tax as use tax to the state of Texas. ;) Now weather they can enforce this easily or not. :p

    http://www.window.state.tx.us/taxinfo/taxpubs/tx94_171.html
    http://www.window.state.tx.us/taxinfo/sales/faq_use.html
     
  23. aubsxc

    aubsxc [H]ard|Gawd

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    Whether the internet reseller collects tax for your state or not, you are still obligated to report those taxes on your state returns in South Carolina.I'm sure other states have similar laws.
     
  24. UrielDagda

    UrielDagda 2[H]4U

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    Christ I hope my luck with Newegg didn't run out with this order.. Finally decided to give the ShopRunner trial a try so I could get my board real quick.. Usually when I order from Newegg it goes out same day... Ordered the mobo around 10am Tuesday with two day shipping.

    It's still "Packaging". Almost 36 hours later. Ordered a CPU from them on Sunday with their regular free shipping and it'll be here tomorrow.

    Sucks because the temperature is going to take a severe dip this weekend, and it's going to turn my apartment building into an electrostatic discharge Hell since they have wall to wall to wall carpeting over every square inch of it, except the bathrooms. I don't want to have to build on the freaking toilet!
     
  25. LstOfTheBrunnenG

    LstOfTheBrunnenG [H]ardness Supreme

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  26. UrielDagda

    UrielDagda 2[H]4U

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    Yeah, really. Weird, never had anything from them not ship the same day I ordered.. Used ShopRunner and boom, stuck in Packaging forever. I'd be thinking maybe Cyber Monday has something to do with it, but when I ordered right after Black Friday there was no issue, and their Cyber Monday/Week stuff kind of sucks.

    Looks like ShopRunner had it's legs amputated!
     
  27. LstOfTheBrunnenG

    LstOfTheBrunnenG [H]ardness Supreme

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    Well, Monday or Tuesday is still better than never - which is when I'd get my items if I'd ordered from TigerDirect or Amazon, on account of them not having stock. Wish stores other than Newegg could keep products on the shelves.
     
  28. Reality

    Reality [H]ard|Gawd

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    I also ordered from Newegg yesterday (Tuesday), and my package was just shipped out 3 hours ago
     
  29. Bluesun311

    Bluesun311 2[H]4U

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    Yes isn't it ridiculous how TX has no state income tax? But man what a pain in the ass that would be to have to keep records for all that kind of shit :D I had no idea people have to do that. Would be way more simple for you folks in SC and wherever else they do that to just pay taxes on the stuff at the time of purchase wouldn't it?
     
  30. aubsxc

    aubsxc [H]ard|Gawd

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    Most businesses that have a presence/place of business within South Carolina collect South Carolina state tax at the time of sale, internet or retail. Amazon built a massive distribution center outside Columbia a couple of years ago and negotiated with the state so they would not be required to collect tax for a number of years. In exchange, the state got jobs (Amazon employees hired locally) and a boost to the local economy and taxes from this growth. Other retailers like WalMart who have a local presence and are required to collect taxes for internet sales made a lot of noise about Amazon getting an unfair advantage (ironic) and Amazon threatened to leave if SC changed the deal. They are still here and do not collect taxes from SC orders.

    Amazon sends me a year end summary telling me how much I spent at the store every year, which is what I use for my tax returns. It would be insane to try and collate all the receipts since I buy a lot of stuff at Amazon.
     
  31. UrielDagda

    UrielDagda 2[H]4U

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    Mine is still in fucking Packaging. GAH! :mad:
     
  32. ///AMG

    ///AMG 2[H]4U

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    Wow Newegg is bullshitting their shipment dates. I bought on monday afternoon, they said it shipped tuesday night. Wednesday nothing, today it just went to the UPS warehouse per UPS tracking.... SO much bullshit on their end. I cant believe they said they shipped it on Tuesday when it actually shipped today.
     
  33. DAOWAce

    DAOWAce Limp Gawd

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    Got that right..

    Bought an SSD black friday, came in a small box with those plastic supports you see when you get hard drives back from manufacturers. (Why? I have no idea.)

    Bought 2 4TB drives to upgrade my RAID backup earlier this week, came in.. well: http://i.imgur.com/qzKuFXH.jpg

    I don't even want to see if they work.

    Oh, and another present was a brown recluse spider crawling around in the box, something not native to my area (northeastern US). Package shipped from TN.

    The only reason I order from Newegg is because I have a preferred account and the bill me later stuff (6/12 months to pay off) lets me actually be a budget enthusiast and not run out of money. If I lived in a more fortunate condition, other places like Amazon would get all my business.
     
  34. PCunicorn

    PCunicorn [H]ard|Gawd

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    HDDs are actually quite durable unless they are on, which they weren't so you are probably ok.
     
  35. LstOfTheBrunnenG

    LstOfTheBrunnenG [H]ardness Supreme

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    Finally got shipping notification yesterday. The Gigabyte video cards I ordered with free two-day shipping on Tuesday night will be here Tuesday.

    But that's not all: they decided to ship the free game coupons that come with my order separately. They shipped these out Thursday, but they arrived yesterday. I got an e-mail from ShopRunner saying "Your item just arrived from Newegg. Yay!". Opened the item this morning to see coupons are for the wrong game, and thank me for buying an XFX video card.

    15 minutes until their call center opens...
     
  36. Disposed

    Disposed [H]ardness Supreme

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    Not really. Newegg has been destroying drives with bad shipping practices for years and just won't learn.
     
  37. magoo

    magoo [H]ardForum Junkie

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    You sir are a saint among men. I cannot stand paying an extra 8.75% on everything I buy.
    I use newegg for that express reason. Opposite thought for Amazon....sales taxes kill any discount.

    I pay so much in taxes in my state....sales,income,thruway,county excise,property,school,road,garbage....need I go on.......do you think I'm going to jump at the chance to take my newegg receipts in? really?
     
  38. GlowingGhoul

    GlowingGhoul Whines about Whiners

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    I spend six figures on PC components annually, so I have a lot of experience dealing with numerous vendors.

    Newegg went from being the customer service leader in online PC component sales to one of the worst. Selection is decent, pricing is meh (when once it was consistantly the lowest), and god help you if you have a post-purchase problem.

    There is little reason to buy from Newegg when Amazon carries nearly everything they do, often at a better price, with much faster and cheaper shipping.

    Most importantly though, you know if you have a problem you won't be treated with contempt and suspicion the way NewEgg does. Even Buy.com handles customer service in a fair, smooth (though not as smooth as Amazon) way.

    NewEgg now views and treats its customers as the enemy. This isn't from low level techs, the poor treatment is too consistant. It's likely the result of some beancounter being put in charge.

    I won't elaborate on my case, but I too have gone to NewEgg RMA hell.
     
    Last edited: Dec 18, 2013
  39. Bluesun311

    Bluesun311 2[H]4U

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    I do not experience this from NE. I don't doubt they have been doing unscrupulous things, but I haven't caught them and they have always held up their end for me on every purchase I've ever made. I do prefer Amazon, but a Saint I am not and I almost always order from Newegg to avoid the sales tax.

    They print me off free return shipping labels on things I'm returning that I freely admit there is nothing wrong with. I think one thing that [H] is helping me to learn is that treating CS with respect and dignity will get you what you want sometimes and being nasty almost never will--and I'm not generally great about keeping my frustration in check, it takes effort. Actually it was an Amazon CSR that said that to me recently, that he was going way out of his way for me because I was treating him with uncommon courtesy. Whether or not that was just butter or he really felt that way doesn't matter because we all know it's true: you get more flies with honey than with with vinegar. Like I bet women have more luck with CS than men, not to be sexist about it, but I think women just understand this concept more innately then men.

    I don't think Newegg has turned into one of the worst retailers. I think they had a surprisingly long stint of really high percentage fraudulent RMAs going on. Has the problem gone away completely? Obviously not. Could it happen to you at Conn's or BestBuy? Yep--they have shrink wrap machines, too. Would you do it differently than GameStop? I probably wouldn't. I'm more pragmatic about things. Anyway Newegg is still generally cheaper than Amazon on most things I price out even without taking into consideration the tax. Not on pure price but because NE is always running some sort of 5-10% promotion and if you just don't buy their stuff when the prices are not good (say by using HoverHound price index) you avoid their scammy daily price shifting. It could be worse. It could change in real time.
     
  40. GlowingGhoul

    GlowingGhoul Whines about Whiners

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    Got it. NewEgg is better because they don't charge sales tax.