Newegg s being strange

[peacetilence]

Apologies if this is the wrong section. I am not sure where else to post it. I feel that it is relevant to being on topic for discussion on the forums though.

Here's the run down of the issue I am having

1) bought a SilverStone TJ07 case from newegg
2) Case arrives to me either with bad construction or became warped during shipment
3) the immediate morning after I received the case I emailed newegg cust support about getting a replacement sent
4) they said that they would file a claim with ups and that would take approx 5-7 days
5) 7 days past and I hadn't heard from them so I email them again
6) they said that they were now issuing a refund for the case
7) emailed them back because I did not want a refund but a replacement
8) 2 days later they email me back saying they made a mistake and would in fact send me a replacement and credit me $25 for my trouble
9) hadn't heard from them in a while so I called them today (the case was purchased on the 9th it is now the 27th...)
10) they said that they would refund the case but wouldn't replace it and that I would not have to pay restocking or shipping fees
11) I receive an email a couple hours later saying that now I will have to RMA the case and that they are sorry but there will be a 15% restocking fee and that I would have to ship it myself
12) I contact customer support via online chat and he said the RMA was a mistake and that the fee's would be waived
13) I asked him what I'm supposed to do with the case and his exact words were "If UPS comes to pick it up great, if not go ahead and keep it" and that I should get a refund in 3-5 days.


I find it odd that they would just eat the cost on a case that is approching $400 and that I am getting all this run around (for lack of a better word) Newegg was also meant to issue me $25 credit for a previous error t but it never showed up in my account. The cust support person on the phone said they were having difficulties (she said that it wasn't allowing her to issue credit to me) but it should show up in a couple days (but it was meant to be credited about 1 1/2 weeks ago)

Should I be worried? I haven't bought anything from newegg in about 2 years and I've never had to return anything to them. I am kind of worried that I will be stuck with this incredibly expensive warped case and that newegg won't issue a refund.

 

[BBA]

If a new case does show up...check your credit card for another charge.

 

[peacetilence]

Sorry is the OP is long winded but I am not sure else how explain what I am experiencing with newegg. I know a lot of people here purchase from newegg so I wanted to see if anyone had any insight. Should I call my bank or is newegg trustworthy enough that they will actually refund me and not worry if I keep a $400 pc case for free...

 

[Dark Prodigy]

I do about 90% of my computer parts shopping from Newegg.com. Just in the last 2 months I've built 3 comps all made from Newegg parts. I've done business with them for about a year and a half and the customer support has been nothing but stellar. I've RMA'd about 4 items from them with minimal of hassle and all transactions were complete within 7 business days.

Newegg.com will not 'eat' the cost of your case I promise you. They will get their money back through a shipping claim. Keep checking your account (online banking rocks) and your money will more than likely show up, those transactions take a few days. If you have to, go the way of the RMA...have them give you an RMA # and ship it yourself if you must. That will cut down on speculation. Newegg is a very reputable company and one reason they are that way is because of their customer support. They'll do what they must to make you happy..

 

[blindbug]

It certainly wouldn't be the first time that NewEgg refunded money while allowing the customer to keep the alleged defective product. I know that has happened to me with a motherboard and a small item. I have been doing business with NewEgg for just under 4 years, and they have only been online for 5 years. I have never had any issue with them, and have had a number of RMA and Refunds through those years without issue. The best thing I can tell you is to be persistent, yet respectful with them and they will almost assuredly come through for you.

Lately, I've been going to ZZF, Fry's Outpost for buying, but almost always because they are just a little cheaper. If I had to pick a customer service to deal with, it would definitely be NewEgg.


On another note, before you throw away that case, I have a an open mailbox it can lie in, and I'll even pay you shipping .

 

[InorganicMatter]

Newegg is very straighforward, I'm sure they'll let you keep the case and not charge you for it. If they do, refuse the charge with your CC company.

Really though, that case is all hype and is overpriced something fierce. I bet it costs them less than $100 to stock it, sure you might have paid a lot for it but to them it's nothing. Wouldn't surprise me at all if they just wrote it off, It would probably cost them more in labor to hastle with it than to let you keep it.