Newegg RMA Technicians Are Breaking My Returns

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

  1. Amra

    Amra [H]Lite

    Messages:
    95
    Joined:
    Jul 19, 2002
    I have only ordered a few things from Newegg and always been satisfied, but reading the comments makes me wonder if I have just been lucky.
     
  2. Damn Dirty Ape

    Damn Dirty Ape [H]ard|Gawd

    Messages:
    1,825
    Joined:
    Nov 21, 2005
    no newegg for me in 2012 or 2013. MC or amazon.
     
  3. cyclone3d

    cyclone3d [H]ardForum Junkie

    Messages:
    13,063
    Joined:
    Aug 16, 2004
    I will take the current system over CPUs with pins any day.

    I will say that the one LGA 1366 board io bought came with 2 slighty bent pins. I looked them up on the Intel spec sheets and they were NC pins so it didn't matter anyway so I didn't bother with even trying to RMA the board.

    That was the same board that eventually died, ASUS replaced it with a damaged board that died after 1 week, and then refused to do anything about it.

    I talked to Newegg about it, and they RMA'd the board and refunded me my original purchase price.

    Of couse, my account has been used to buy at least 45k of parts since it was first opened, so I am sure that probably helped with them wanting to be helpful.

    I have never once had a bad RMA experience with Newegg.
     
  4. zombielando

    zombielando Limp Gawd

    Messages:
    143
    Joined:
    Jan 13, 2013
    Can I ask what issue you have with pins? Is it the pin count is so high now you fear easily bent pins when you insert them into a socket?
     
  5. JustinSane

    JustinSane 2[H]4U

    Messages:
    2,425
    Joined:
    Jun 29, 2005
    Ok help. They just did this to me. What can I do?

    "Motherboard was received with apparent end-user caused physical damage to CPU socket contact pins that are bent beyond repair which was possibly caused due to improper installation and or customer neglect. Items received with physical damage cannot be processed by Newegg and voids our return policy. End-user would need to contact the product manufacture for direct support."

    I've been posting about problems with the board and no damage was done to it. 100% safe with my components.
     
  6. Ocellaris

    Ocellaris Ginger @le, an alcoholic's best friend.

    Messages:
    18,830
    Joined:
    Jan 1, 2008
    You can try to escalate it, however without pictures it is going to be tough.

    Also I think people bend those pins on accident removing the socket cover (and having a corner drop on the pins) or putting in the CPU slightly off center. To get those socket covers off now I just put a piece of tape on there, undo the socket, then lift the cover off with the tape.
     
  7. cisco guy

    cisco guy 2[H]4U

    Messages:
    2,277
    Joined:
    Jul 23, 2002
    And i always use a $3.59 kiddie dart set from KMart to make my CPU lifter
    I take out one of the rubber tipped darts and cut the shaft until it clears the swivel plate when it rotates down. A little spit in dart and fully stick it to top of CPU, then lower it to grid and lock top plate, slide it off sideways.

    And NEVER send back mobo to NE with out 2 good high res pics of your socket - one to put in return box, and one to keep
     
  8. Reality

    Reality [H]ard|Gawd

    Messages:
    1,887
    Joined:
    Feb 16, 2003
    we need to start spamming their FB page with these stories so their customers see this, i guarantee they will do something about it if enough people complain
     
  9. pwrusr

    pwrusr 2[H]4U

    Messages:
    3,116
    Joined:
    Jul 30, 2009
  10. Damn Dirty Ape

    Damn Dirty Ape [H]ard|Gawd

    Messages:
    1,825
    Joined:
    Nov 21, 2005
    quit buying mobos from them, they aren't the only game in town are they?
     
  11. l88bastard

    l88bastard 2[H]4U

    Messages:
    2,583
    Joined:
    Oct 25, 2009
    I was a newegg customer from 2003-2012 and I will never buy jack shit from them ever again.

    I ordered a brand new 7970 lightning last year and they sent me a DOA gpu (which was obviously a prior RMA) that they repackaged and tried to pass off as new. When I sent it back, they replaced it with ANOTHER defective gpu! At that point I threw in the towel and asked for a refund, but they REFUSED to refund me my money when I sent the second one back, by lying and saying its numbers did not match the packing box! I ended up having to RMA it through the manufacture (MSI) and then took a $100 hit when I sold it on the second hand market because the whole process took TWO MONTHS and I had already purchased another 7970 lightning from Amazon in the meantime.

    Neweggs phone monkey CSRs & Escalatory Supervisors were extremely rude, accusatory and unhelpful. They used to be a great company. Now they are shit and can go eat a bag of dicks.
     
  12. poppachocks

    poppachocks Limp Gawd

    Messages:
    245
    Joined:
    Jan 6, 2003
    I got the same email from them a few weeks ago on a new Gigabyte board. I posted a negative review on resellerratings.com and they contacted me via email about 30 minutes later. Initially they were going to give me a new board, but I had pointed out that I had already purchased another board locally. The next morning, I get an email from them saying they would refund.

    They will back off if you post a negative review at that site. I find this disturbing that we are seeing so many complaints about this kind of thing. I pointed out in my review that I had been building systems since the old 8086 days, and that was extremely unlikely that I caused the damage they were talking about.
     
  13. Disposed

    Disposed [H]ardness Supreme

    Messages:
    5,163
    Joined:
    Mar 2, 2010
    I dont know whats going on but in the last year Neweggs RMA department has become utter shit. My brother bought a drive last month from them that clearly states 30 days to return for refund or replacement. The drive is DOA, so we test it and call them up...

    The response was we need to contact the manufacturer as they handle NO returns for bad parts. WTF. After we explained what it said on the site for replacements they said "Thats not for malfunctioning parts you have to call the manufacturer" I then got annoyed and asked why the hell would anyone want to replace a working drive with the same drive?? She just said she dont know call samsung...

    After 3 or 4 calls getting the same bullshit we gave up and filed the RMA through samsung who then told us after looking at the invoice we need to call newegg. So fuck it we're letting the drive sit for one more week so its out of neweggs replacement window and will just RMA via samsung.

    For reference this was the drive.

    http://www.newegg.com/Product/Product.aspx?Item=N82E16822152244

    After having multiple bad experiences and seeing them get less competitive in pricing i am no longer shopping at newegg.
     
  14. night_2004

    night_2004 2[H]4U

    Messages:
    2,209
    Joined:
    May 31, 2007
    It would be far more helpful if a site like HardOCP were to cover this after buying a board, RMA'ing, and getting bit by this. The Consumerist might run an article but I don't think it would have enough impact.

    I tried contacting an old editor friend of mine from another review website, and they certainly were not interested in setting up this sort of operation. Probably because there would be significant legal ramifications.
     
  15. Disposed

    Disposed [H]ardness Supreme

    Messages:
    5,163
    Joined:
    Mar 2, 2010
    Not enough impact? I would say in a situation like this the consumerist carries more weight than [H].
     
  16. xorbe

    xorbe [H]ardness Supreme

    Messages:
    6,001
    Joined:
    Sep 26, 2008
    Newegg probably handles a large amount of RMAs. The people who get shafted are the most vocal, and when it's smooth nobody says anything. Seems like it would be difficult to estimate what % of the time this is actually happening.

    Myself, I got taken on an invalid rebate (product received was not the same as Newegg listed), and Newegg gave me a credit code. However I didn't notice the expiration date was just a few weeks, and it was invalid when I tried to use it later.
     
  17. raptorxrx

    raptorxrx Limp Gawd

    Messages:
    382
    Joined:
    Aug 6, 2012
    I've never had to RMA a motherboard to Newegg, but when I returned a H60 cooler, they processed it extremely quickly. I'm disappointed at Newegg to read these complaints and the companies responses.
     
  18. night_2004

    night_2004 2[H]4U

    Messages:
    2,209
    Joined:
    May 31, 2007
    Maybe. But lately it seems like the Consumerist has been running less than interesting articles, getting hacked, turning off comments ... everything that drives down traffic. HardOCP (I think) got a huge amount of traffic when they ran a story about the fake Intel CPUs NewEgg sold a while back.
     
  19. anodize

    anodize Limp Gawd

    Messages:
    273
    Joined:
    Oct 15, 2008
    I was really worried about my rma to newegg after reading this thread, but all went smooth. Took them one day to inspect the defective mobo and refund was given promptly.
     
  20. pwrusr

    pwrusr 2[H]4U

    Messages:
    3,116
    Joined:
    Jul 30, 2009
    Best way to get something done is to tell every site that you know of about stuff like this. I thought that the Consumerist would be a good place for those that were bit by the egg to vent.
     
  21. zazzn

    zazzn Limp Gawd

    Messages:
    144
    Joined:
    Jul 10, 2004
    I don't know why you guys just don't use NCIX?
     
  22. zalophus

    zalophus n00b

    Messages:
    17
    Joined:
    Feb 29, 2008
    I RMA'd an ASRock z77 Extreme 4 because the board would boot with only one stick of RAM, but not two (Code 55). Tried two different 2x8 kits (Corsair and Gskill ). Same problem.

    New Egg denied RMA citing CPU bent pins. I received board back and could see no such damage.

    Tried RMA'ing to Asrock, but after finding out their conditions, went with ASUS P77 via Amazon.

    Question-If CPU socket pin(s) are bent, how does that effect the ability of board to boot with one stick but not two? I thought that would be a controller issue not CPU. Am I wrong?

    Anyway-no more NewEgg or Asrock for me.

    Thanks
     
  23. Ocellaris

    Ocellaris Ginger @le, an alcoholic's best friend.

    Messages:
    18,830
    Joined:
    Jan 1, 2008
    The memory controller is on the CPU.
     
  24. Disposed

    Disposed [H]ardness Supreme

    Messages:
    5,163
    Joined:
    Mar 2, 2010
    I fucking HATE Asrock. Every board i have had by them has failed within the first year.
     
  25. motherpuncher

    motherpuncher Limp Gawd

    Messages:
    236
    Joined:
    Jan 27, 2013
    I'm glad I found this thread, I'll definitely be checking other places to make my purchases. New egg would have to have a hell of a deal for me consider it, now.
     
  26. EchoWars

    EchoWars Limp Gawd

    Messages:
    497
    Joined:
    Jan 7, 2010
    A few years ago, late 2010 I believe, I needed a PCI serial port card and ordered it from Newegg. It arrived dead, and since I HAD to have a working card in a reasonable time I bought another one locally, meaning I wanted to return the dead card for a refund. But this meant:
    1. I had to pay return shipping.
    2. And I had to pay a restocking fee (why they wanted a restocking fee for a dead part was a question that no one at CS could adequately answer, other than to say "It's our policy").

    By the time I got the refund, I received all of like $3.50 or some such. Funny, in a warped way.

    Recently, however, I bought an external enclosure for a 3.5" HDD from Newegg. It had both eSATA and USB3, but the USB was completely dead (worked OK on eSATA). I got an RMA, and was told that Newegg would cover the return shipping! Cool...but two days later I still had not received the email with the return label. A quick call to Newgg CS and they got it done. Just yesterday they issued the refund to my PP account, so all I was out of was the original shipping cost.

    Sad to hear about the other [H] members hozed. I had thought, since my recent RMA was so relatively painless, that Newegg might have turned a corner. But seeing as this thread is up up 340+ posts and almost 9 months old, with stories of the same-old same-old still pouring in, I'm awfully leery of buying any high-dollar or easily damaged items from Newegg. Thank God I have a Microcenter not too far away. Every time I walk in there they are falling all over themselves to help, and the one motherboard I had to return to them a year or so ago was as painless as such a thing could possibly be.
     
  27. night_2004

    night_2004 2[H]4U

    Messages:
    2,209
    Joined:
    May 31, 2007
  28. sobe88

    sobe88 Gawd

    Messages:
    595
    Joined:
    Dec 16, 2012
    Coincidentally a friend of mine got this exact board at the end of last year and had the SAME EXACT issue, when I told him to inspect the cpu socket for bent pins, low and behold bent pins. So he talked to someone who blamed him for the damage, then talked to someone who agreed to let him RMA, and also to reduce down-time, a willingness to cross-ship him a new Asrock Z77 Extreme4. He got the new board in and it was flawless and running great as we speak, but once he sent NewEgg back the other board, they returned it to him claiming customer induced damage.

    He had used Paypal to pay for the motherboard, NewEgg stated they would be double-billing him for the 2nd board. So I recommended if that happens he set a dispute with both Paypal and his bank, in which he threatened them that he would do that. They have not double-billed him, and he still has both boards, albeit one not working due to the cpu pins.

    Coincidentally I asked him to simply call Asrock and see how much fixing/replacing it would be under warranty within the "consumer damage" area, they quoted him $50 to replace it.


    I've used Amazon rather exclusively for my newest builds (Mainly due to sales tax in TN via NewEgg), and it's sad to see that NewEgg is headed downhill so fast, I used them rather exclusively for god knows how long.
     
  29. Fort_Major

    Fort_Major Limp Gawd

    Messages:
    425
    Joined:
    Apr 22, 2006
  30. YeuEmMaiMai

    YeuEmMaiMai [H]ardForum Junkie

    Messages:
    15,029
    Joined:
    Jun 11, 2004
    Ordered from newegg and have always received new products and I have rma's 2 things in my entire time as their customer (8 years). With each RMA I have given them exact instructions as to how to duplicate the probem. Never had an issue.

    Amazon has been similar...
     
  31. GigabyteZ

    GigabyteZ Limp Gawd

    Messages:
    279
    Joined:
    May 29, 2012
    Why the hell do you need to do all that?

    Socket covers come off easily by picking them up on the ends where the two little raised tabs with holes on the bottom are. If you're having issues getting it off as I've described, if you use a little bit of caution you can even insert a small flathead screwdriver into the hole under one of the tabs and carefully pry up. Even using this method you don't even come close to contacting the socket and bending the pins unless you're a complete klutz.
     
  32. Jacmac

    Jacmac n00b

    Messages:
    13
    Joined:
    Apr 10, 2007
    This whole bent pin thing is strange to me. It does smell fishy because I don't think I've ever bent pins on a board or CPU in over 30 years of building PCs. There are so many pins today that it is a hazard if you are all thumbs, but I can't believe so many that are returning motherboards are actually resposible for bent pin damage.

    Check your socket carefully when you get a 'new' board, and if you have to return it, check it again and take a few pictures.
     
  33. Diverge

    Diverge Gawd

    Messages:
    536
    Joined:
    Nov 22, 2005
    I've never had any issued with Newegg RMA's over the last 8 years.

    Here's a breakdown of the # of RMA's I've done:
    A handful of them were for motherboards. Others were videocards or memory.
     
  34. night_2004

    night_2004 2[H]4U

    Messages:
    2,209
    Joined:
    May 31, 2007
    Just because one person has had zero problems, there can't be a problem? :p I jest, I jest.

    NewEgg tried to screw me out of a motherboard return a while ago (they claimed I shipped the wrong board back, bullshit). That was eventually resolved, I assumed it was a one time thing. Then they shipped me a PSU with a sticker attached to it detailing the previous purchaser's RMA ... complete with the guy's order number and RMA number ... and refused to fix it until I posted a picture of it on their Facebook page.

    They've lost my loyalty. I hope you never have to deal with them like I had to. Or like the OP who was almost burned for two motherboards.

    If you have to return a product to NewEgg, take absolute care with the product. Take pictures proving without a doubt its condition when you ship the return. Get pictures of the board at the shipper's location. Get something from them, in writing, that helps prove you delivered it to them in this condition. Something. Anything to protect your butt. (BTW, why would you shop there if that's what it takes to protect yourself?)
     
  35. John Stamos

    John Stamos Gawd

    Messages:
    1,012
    Joined:
    Sep 14, 2009
    Not the wind. I've lessened my usage of Newegg but with your post it's a guaranteed "never again" from my part.

    Thank you for taking the time to write it.
     
  36. pwrusr

    pwrusr 2[H]4U

    Messages:
    3,116
    Joined:
    Jul 30, 2009
    Thanks for this thread guys... I don't think I'll be buying anything with newegg anymore. While I've never been screwed by the egg I've gone to the big river (Amazon) for future buys and simply use the egg to window shop. Newegg also stopped sponsored links that stop support for [H] iirc. I'll speak with my feet and shop elsewhere if words never reach them. I really miss the newegg of old :(
     
  37. Fooshnik

    Fooshnik 2[H]4U

    Messages:
    2,922
    Joined:
    Oct 6, 2004
    You remember your RMAs from 8 years ago?

    Has anyone had to use PayPal to slap Egg into line? I'm curious if that works.
     
  38. atp1916

    atp1916 [H]ard|DCoTM x1

    Messages:
    3,697
    Joined:
    Jun 18, 2004
    Nothing but love for Newegg going back 10+ years, including a couple of RMAs.
     
  39. ///AMG

    ///AMG 2[H]4U

    Messages:
    3,159
    Joined:
    Sep 19, 2012
    Newegg hasnt been bad but it hasnt been good either. But their prices have been trash lately. Used to be one of the cheapest places to get things but not even close now. What ever has happend to their CS is icing on the cake for me. I dont plan to go back to newegg, and looks like lately they dont really deserve it either. Amazon has CS done right. I bought a few small things around $25 and I just wanted to return them numerous times they just refunded me and told me to keep the products on them. That is CS.
     
  40. xorbe

    xorbe [H]ardness Supreme

    Messages:
    6,001
    Joined:
    Sep 26, 2008
    Your 'egg account would probably be suspended, and you would be unable to process further RMAs on existing purchases, view ordering history, etc.