Newegg RMA Technicians Are Breaking My Returns

Make sure you post your experience on Reseller Ratings and BBB. The more people that bring this up, the more likely NewEgg will alter their practices.
 
We really need someone like Kyle to investigate this. The evidence is starting to make newegg look really bad and I know I won't be doing any business with them.
 
^ This. Don't get me wrong -- I don't distrust the OP nor most of the other people complaining about the issue but I do think a front page article would get a massive number of hits and raise awareness even further.
 
That really just blows. I've been fortunate that I haven't had to RMA anything to NewEgg. And I've been a customer with them before they became popular (probably over 10 years now).

After reading this, I hope I never have to RMA anything.
 
That really just blows. I've been fortunate that I haven't had to RMA anything to NewEgg. And I've been a customer with them before they became popular (probably over 10 years now).

After reading this, I hope I never have to RMA anything.

If you can't trust them to do an RMA right, why bother buying from them in the first place. I know I won't. I'm closing my preferred account with them as soon as my last 0% interest purchase is paid off and will not order big ticket items from them anymore.
 
wow, I recently returned two motherboards and didn't have any issues returning them.
 
I stumbled across this thread by chance.

My friend had the same exact thing happen to him last September. Board didn't work properly, sent to back to Newegg for replacement, was denied because of bent pins.

I even talked to an ASUS rep for him through {H] to try and get it replaced, but their RMA department still denied it.

The end result? He lost his money and had to buy a new board, this time from Amazon. (Speaking of Amazon, that damn tax is coming to NJ. Now I've got no reputable places to buy anything from!)


I've linked him this thread in an attempt to hopefully get him his money back, but I'm not sure anything will happen with it because it's been this long.

Here's a pic, if anyone's curious: http://i52.tinypic.com/nd7dip.jpg

Still never found out why it looks like a single pin was completely removed from the socket.
 
I recently also had a bad RMA experience with Newegg I thought I'd share. I decided to build a new Ivy Bridge system. Purchased a i5 3570K, 16GB Vengence RAM, 128GB Crucial SSD and an ASRock Z77 Extreme6.

When I got the package everything seemed in order until I opened the motherboard box. I immediately noticed the sata cables and the I/O shield were out of the plastic bags and the SLI bridge was missing. The worst part was the cpu socket plastic cap was off and the socket itself had bent pins. (seemed like I was sent a return or an opened box) I called Newegg CS right away and explained I had just opened the board and the damage I found. The CS rep took all that info and even said himself it sounded like I got a return or something. He quickly setup the RMA (initally as a replacement but I later had it changed to a refund and purchased an ASUS P8Z77-V Pro instead) Fast forward a week (yes it takes that long to send them an RMA) I had already ordered the Asus board when I get an email from Newegg RMA dept saying my RMA was being declined due to "damage pins in the cpu socket" YES the reason I was RMA'ing the board. Needless to say I called them multiple times, the issue wasn't resolved until I fought with the second CS rep to let me speak to a manager. so 3 weeks after I sent the RMA, I just received the refund.
 
Thing with my RMA of ASRock Fatal1ty P67 Professional, is that ASRock said the bios error was it needed a new bios chip and nothing related to the cpu. So I was shocked to see bent pins when my error codes weren't related, 0x45 and 0x55 based on 2600 and 3770 intel chips. Figure if pins were bent i would get same error codes no matter what, and if i removed chip and booted i got some other error code. Neither cpu was damaged and both work fine still. Really is a shame with newegg, i called and no help, emailed them no response go figure.
 
I recently also had a bad RMA experience with Newegg I thought I'd share. I decided to build a new Ivy Bridge system. Purchased a i5 3570K, 16GB Vengence RAM, 128GB Crucial SSD and an ASRock Z77 Extreme6.

When I got the package everything seemed in order until I opened the motherboard box. I immediately noticed the sata cables and the I/O shield were out of the plastic bags and the SLI bridge was missing. The worst part was the cpu socket plastic cap was off and the socket itself had bent pins. (seemed like I was sent a return or an opened box) I called Newegg CS right away and explained I had just opened the board and the damage I found. The CS rep took all that info and even said himself it sounded like I got a return or something. He quickly setup the RMA (initally as a replacement but I later had it changed to a refund and purchased an ASUS P8Z77-V Pro instead) Fast forward a week (yes it takes that long to send them an RMA) I had already ordered the Asus board when I get an email from Newegg RMA dept saying my RMA was being declined due to "damage pins in the cpu socket" YES the reason I was RMA'ing the board. Needless to say I called them multiple times, the issue wasn't resolved until I fought with the second CS rep to let me speak to a manager. so 3 weeks after I sent the RMA, I just received the refund.

LOL...wow, usually a company like that doesn't last that long pulling crap like that.
 
I recently RMA'd a borked MSI GTX 670 to newegg.

I had intermittant blinking monitor from all connectors, a wild whining sound, and freezing.

This was all right out of the box.

RMA was smooth and painless, no arguments, they paid the shipping.

I asked for a refund rather than a replacement.

Sad thing is.....I just bought a NIB MSI HD 6950 Frozr for my daughter's computer and the damn thing is running way hot at stock......
Looks like I'm back to the drawing board again.:mad:
 
I'm willing to bet any 'bent' pins are caused when they receive the board back on RMA and some ignorant & untrained 'tech' tries to slap in a CPU as is SOP to verify problems with returned Hardware. I used to work in Parts at corporate for Fry's and was in charge of testing and verification on hardware returrns. I was given an 'assistant' 25 years my senior with ZERO hardware experience. He had been laid off from IBM and couldn't tell you the first thing about parts or replacements. I got him fully trained, at which point they dropped me back into the retail chain. The man was utterly incompetent and had no business getting hired into the position, let alone my replacement.

I remember once, I was training him how to install the 'snap-in' math co-processors, and he kept snapping them in mis-aligned. I imagine there are dozens of people out there just like him, buried in and protected by the bureaucracy of managerial stupidity.
 
This is a difficult situation for all parties. The OP may be genuinely honest about what happened to him. Unfortunately not everyone is honest and quite often takes advantage of RMA's to return items they damaged. Newegg tries to protect themselves from these behaviors. Now, telling the CS that the pins were bent then being denied a return because the pins were bent sounds awfully silly, but do you really think Newegg is doing it on purpose? I don’t. I think it’s just that Newegg is a large company that has a lot going on and sometimes that is hard to keep track of. I’ve always had a very good experience with Newegg, but I’ve also never tried taking advantage of them either. I dunno.
 
wow, this is really lame. I am having the same problem although mine has a different twist. I bought a new motherboard from Newegg a few weeks ago. It came and I noticed that it was an open box, with some writing in the manual, etc. I tried the motherboard anyway and unsurprisingly it didn't work. I sent it back for an RMA and their technician said I had bent pins and sent it back to me with no refund. So now I'm going to have to take Newegg to small claims court and dispute the charge with Amazon. This is literally the first bad experience I've had with newegg since I started using them 7 years ago. Did they get a new head of returns or start outsourcing it to some other company?
 
This is a difficult situation for all parties. The OP may be genuinely honest about what happened to him. Unfortunately not everyone is honest and quite often takes advantage of RMA's to return items they damaged. Newegg tries to protect themselves from these behaviors. Now, telling the CS that the pins were bent then being denied a return because the pins were bent sounds awfully silly, but do you really think Newegg is doing it on purpose? I don’t. I think it’s just that Newegg is a large company that has a lot going on and sometimes that is hard to keep track of. I’ve always had a very good experience with Newegg, but I’ve also never tried taking advantage of them either. I dunno.

So what you're insinuating with your post is that the many posters in this thread are attempting to take advantage of newegg because most [H] members are inept at installing CPUs....and the possibility of newegg taking advantage of customers is essentially zilch.
 
So what you're insinuating with your post is that the many posters in this thread are attempting to take advantage of newegg
He's saying that there's two sides to every story and I didn't see anything about insinuating untill you mentioned it.

I bought a new motherboard from Newegg a few weeks ago. It came and I noticed that it was an open box, with some writing in the manual, etc.
You purchased a new MB and they sent an open box unit?

That's pretty crappy.

But why would you dispute the charge with Amazon when it was purchased from Newegg?

What am I missing here?
 
Hippie: I think you are mixing posts. I bought and returned the motherboard with newegg. I was denied the return and am now pursuing newegg in small claims court and with american express.
 
Hippie: I think you are mixing posts. I bought and returned the motherboard with newegg. I was denied the return and am now pursuing newegg in small claims court and with american express.

I think you mistakenly typed "Amazon" when you meant to type "American Express". :)
 
I think you mistakenly typed "Amazon" when you meant to type "American Express". :)
Yep, there's what I was missing. :) Thanks sdadept!

I was denied the return and am now pursuing newegg in small claims court and with american express.
I'm just curious....wouldn't you just file a charge back with AE saying Newegg sent you an open box instead of new?

I've never tried small clains court. How's that going for you?
 
americans feel so entitled and with our socialist nature, corporations are painted as the big enemy in our culture. anyway just pointing out, 80% of americans are spoiled brats.
I'm 60 and retired but have noticed the "entitlement" issue growing larger.

Forums like this (and other luxury/non essiential items) seem to be overrun with entitlement thinking.

But that's a whole nother thread that has no place here. :)
 
That's definitely a topic for another thread (entitlement). This thread is about NewEgg's "accidentally" breaking motherboards so that they do not have to process RMAs. There is something "big enemy like" going on when a company resorts to illegal practices to improve profit margins.
 
That's odd, I've never had a problem with Newegg before and sure hope not...... Thanks for warning us and I'm glad you got your money back.
 
That's odd, I've never had a problem with Newegg before and sure hope not...... Thanks for warning us and I'm glad you got your money back.
Man I'm not surprised because I had similar not too good experience with them in the past.
Now on I try to purchase critical items like mobos through local vendor like Compusa instead of Newegg.
 
I went for like 7 years without having a single problem then all of a sudden it seems like everyone is having problems with newegg. I wonder if they just got new management or if its that they are doing the amazon thing and outsourcing a lot of stuff. Who knows... I tried a few other vendors recently though and got really good service and such.
 
I went for like 7 years without having a single problem then all of a sudden it seems like everyone is having problems with newegg. I wonder if they just got new management or if its that they are doing the amazon thing and outsourcing a lot of stuff. Who knows... I tried a few other vendors recently though and got really good service and such.

Indeed, I used them for years without an issue until this popped up. I've since switched exclusively to Amazon.com and feel like I'm back on track again as far as getting the service and ease of return that I expect.
 
Indeed, I used them for years without an issue until this popped up. I've since switched exclusively to Amazon.com and feel like I'm back on track again as far as getting the service and ease of return that I expect.

Except that Amazon has nowhere near the selection of Newegg and their prices aren't all that great on computer parts.
 
I've never had a problem with newegg, or their rma process.

I actually just had to rma the top panel of a thor v2 case i got from them last week. Newegg directed me to rosewill and rosewill just needed my order# to verify my purchase. Got the replacement top panel 3 days later and I didn't ship anything back.

Seemed pretty straight-forward to me.

I'm not loyal to newegg--I'll shop elsewhere if the prices are cheaper and it's a reputable merchant--but newegg has gotten 90%+ of my tech shopping over the last 10 years. I'm not a baller, but I've had to spend over $15k with them over that time frame.
 
Except that Amazon has nowhere near the selection of Newegg and their prices aren't all that great on computer parts.
OT: Considering that Amazon is free of tax for my state (until next year, stupid lawmakers), Amazon provides the better prices.

Course, I still order from Newegg because of my preferred account, so I'm forced to bite the taxes every time. Any 'deals' I find, aren't, because some of them (like promo codes) usually don't even cover the price of the tax!

Sucks, but I use my preferred account for a reason, so unfortunately I have to live with it. Course, this will all be moot come 2013 (or the legislation, whichever comes first).


On topic: I did actually return a motherboard to Newegg back when I first built my Sandy Bridge system (and ordered one off Amazon instead, only because they had it in stock). They refunded me in full without issue despite me actually opening (and using) the product. This was back around March 2011 though, way before the OP's thread, so mayhap they changed over time.
 
Thank god for a Microcenter in the area.

Newegg has lost my business, not entirely but it's only when they have something I cannot find anywhere else. And I order grudgingly from them at best when doing so.

I've spent at least $3500 at Microcenter over the last 14 or so months. Money I normally would have spent at Newegg.

One of the sales guys at Microcenter mentioned something very interesting to me the other day when I was in the store. His brother-in-law who works at a Call Center in Kansas City said the new company had ordered over $40,000 in misc items and that the buyer, an older guy who had been in the Call Center trade for some years and was accustomed to doing this sort of thing ran into a brick wall when all the motherboards were incompatible and not seeing a CPU due to a firmware issue. They tried to RMA the boards back, over $4,000 worth of Motherboards to Newegg and they would not take them for some B.S. reason.

The rumor they heard was that apparently some of the upper management had left and the replacements were really doing a horrible job with RMA's and making things right. I did have an RMA not long ago and it went well. So I am not sure what's really going on.

I do know that Newegg has seen a sharp rise in negative reseller ratings over the last several months. I really hate to see this happen with Newegg. I used to love shopping online with them. But, I just can't afford to gamble with my money or time so I just avoid them now for the most part.
 
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I don't want to jump on the Newegg bashing wagon but I will, I've since switched to buying everything from Fry's and haven't regretted it a bit. Returns consist of driving 1 mile to the store and are no hassle and no return shipping. I honestly haven't had to buy anything Fry's hasn't had in stock for a while, but when that happens I think I might take people's recommendations and try Amazon.
 
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People who live by Microcenter/Fry's/etc. are lucky. The closest PC store around here is Microcenter.. 50 minutes away in a town that isn't that reputable among people not looking to get mugged.

On another note: I still don't understand why I have to pay tax at Newegg when things are shipped from the other warehouses (NJ). Logically, if the product is not coming from this warehouse (which is the whole point they're taxing people who live in the states of their warehouses), then there should be no tax on the order.

Someone start a petition!
 
Man I'm not surprised because I had similar not too good experience with them in the past.
Now on I try to purchase critical items like mobos through local vendor like Compusa instead of Newegg.

Not sure why but, the tigerdirect site is the same thing as COMPUSA, are they the same company or is it just me?
 
They are the same. they're are sister company's with a few others. The big owner bought circuit city's name. I think it was systrack or something like that. i use to work at one.

Luckily I never had to deal with an rma and i hope I never do. I wasn't lucky to have a mc near me. Did have a compusa but that was like an hr drive so I didn't go there often unless I really needed something I couldn't wait on.
 
I simply cannot afford to take a two hundred dollar loss on the 8150 I planned to order from newegg this week,so I paid thirtyfive dollars too much for it and bought it locally.There have been too many complaints,from too many people,from too many corners,from too many people with large amounts of proved experience building computers,with no word from newegg,either denying or defending, nor acknowledging and promising to solve the problem."Ignore it and it will go away" has put a lot of people out of business.The only problem I've ever had with them is that I saw nothing to indicate that they required me to have a credit card linked to pay pal,instead of a bank account. I bought several hundred dollars worth of components using paypal with some of my balance in paypal. They were delivered and I had to rma a set of four ram,got it back and everything ok. A short while later I placed another order for several hundred more and it was rejected,because I didn't have a credit card tied to paypal. I was told it was for address verification.In that case,did a fairy God mother pay for and take delivery of the goods,which they get verification of from UPS?
 
I don't mean to revive this, but by contrast Amazon's RMA Replacement process for motherboards is pretty amazing.

7/11: Had a stroke of bad luck.. the Atheros NIC on my Gigabyte GA-Z77X-UD3H failed
7/11: Requested a replacement from Amazon /w pre-paid shipping label instead of scheduled pick-up.
7/12: Amazon cross-shipped a replacement motherboard
7/13: Scheduled delivery date of the replacement.

I was originally thinking I'd be without my computer for a week, but it looks like I'll be able to reassemble things on Friday night. Quick turnaround time and extremely painless.

For anybody frustrated by Newegg RMA, it would seem that Amazon is an excellent alternative, offering no-hassle cross-shipped returns w/ pre-paid return label or scheduled pick-up.

Disclaimer: I live in an area which historically has shorter than normal delivery times from Amazon. With Super Saver Shipping, the majority of my items arrive in 1-2 days. Occasionally they've also surprised me Super Saver Shipping which arrived in 12 hours overnight.
 
Newegg is kinda of weird sometimes. Most of the rma(s) have gone smoothly but the one that really irked me was bizarre. I bought a vanilla MSI gtx 470 a while ago and it didn't play nice with my other two 470s. I sent it in and I was denied rma due to the missing upc (mea culpa, got too eager and sent in rebate too quickly). When I got the card back, it was showing up as a different msi model (TF2, ???). I'm sure some monkey tried to flash this. Needless to say, they refused to further help even though there was evidence that someone messed with the card. I eventually rma'd it with MSI and I bought another Zotac. I called their customer service and the gal was nice enough to give me a $20 credit towards the Zotac.

Amazon does have really great customer service :)
 
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