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WARNING ABOUT NEWEGG RETURNS!!! (Issue Now Resolved.)

P

pcolamedtech

n00b
Joined
May 10, 2005
Messages
13
Warning about NEWEGG!

After purchasing a 200.00 MSI K8N NEO4 Platinum SLI board and a Leadtek 6600 GT Extreme, I was pissed to find that my Motherboard was DOA and that they have failed to send the Games, software, and cables for my video card. After sending my board back within the return policy time so that I could get a new board they send me a refurbished board in a used beat up box from a nother model board and didnt send any cables book or software, after calling them they promised that if I sent the refurbished board back that they would send me a new one, well now that it past the warranty period new egg is saying that they can only send me a refurbished board. And not to mention that I still havent recieved my games, cables or software for my video card. Plus after giving a bad review they send me a guide on what to put in my product review. I Will never buy from Newegg again and I just thought that others should be informed of what is going on with them.
But hey, I only paid 200.0 for a refurbished board with no cables or software. and 220.00 for a video card with no cables, software, or instruction book.
:mad:
 
sorry to hear your problems...but how many spots do you need to post this???? did you pay with credit card???? if so easily fixed, if not your screwed....what else do you want to hear?????? neweggs always treated me with great service and respect. hope you get it straightened out.
 
Ive never had a problem with em and Ive done well over $12 grand in purchases from them last year...this year Im starting off way slow :p
sorry to hear about your bad run.
 
pcolamedtech said:
Warning about NEWEGG!

After purchasing a 200.00 MSI K8N NEO4 Platinum SLI board and a Leadtek 6600 GT Extreme, I was pissed to find that my Motherboard was DOA and that they have failed to send the Games, software, and cables for my video card. After sending my board back within the return policy time so that I could get a new board they send me a refurbished board in a used beat up box from a nother model board and didnt send any cables book or software, after calling them they promised that if I sent the refurbished board back that they would send me a new one, well now that it past the warranty period new egg is saying that they can only send me a refurbished board. And not to mention that I still havent recieved my games, cables or software for my video card. Plus after giving a bad review they send me a guide on what to put in my product review. I Will never buy from Newegg again and I just thought that others should be informed of what is going on with them.
But hey, I only paid 200.0 for a refurbished board with no cables or software. and 220.00 for a video card with no cables, software, or instruction book.
:mad:
Click to expand...

Quite frankly, I would have to question buying from them again if I had this experience. Let me get in touch with some folks and lets see if we can make everything right. Newegg has always helped out HardOCP/HardForum guys in the past that had issues. This is all of course relying on the fact that you are not trying to rip them off. But I generally find that most people that post here are not in that group....thank goodness.
 
They have always had a 30day customer satisfaction guarantee. Has this changed? I would ask for my $$ back and get the DFI nF4 board instead. IMO::It is a much better quality product anyway. You should not have a problem with that board.
 
I bought a 6600 from Watford Electronics (english company) and it had no software or anything.

You sure you didn't buy the OEM version?
 
I'd be curous how this turns out. I've shelled out a good lump sum through NewEgg last year and with the release of the X2s and new video cards, I was pricing spiffy new hardware via NewEgg for a possible purchase to retrofit 3 systems. NewEgg's been damn good for me last year including RMAs. It'd be a shame if their level of service deminishes.
 
That would turn me off of a website real quick too. Hope you get everything sorted out.

That's a bizarre thing to happen.. especially with two pieces of hardware.
 
Yes please do keep this updated. I am very interested in hearing the outcome and what the final result's actions constituted.
 
The paragraphs in bold are from Newegg's site

Standard Warranty


Products sold by Newegg.com are supported by our Standard Warranty unless otherwise indicated. Merchandise under our Standard Warranty may be returned within 30 days of the original invoice date for a refund or returned for replacement within one year of the original invoice date. All returns require an RMA (Return Merchandise Authorization) number.
so the way I see this is that if I want a refund I have to return within 30days, and within 1 year if I want a replacement. Right?

Now...

RMA Replacement

An RMA replacement is a request to send a product back for replacement (products older than 90 days may be replaced with repaired merchandise

Now the way I understand this is that if I return before 90 days I should recieve a replacement (new I would assume, it doesnt state otherwise), and if I return after 90 days I may recieve a repaired (refurb) product.

So, since I returned my motherboard 64 days from the invoice why didnt I recieve a new motherboard? and the only reason it took 64 days to find out my motherboard was DOA is that I had to save to get my AMD 64 and Video Card.
 
I'd give Kyle a little time to work this out before you keep posting.

You stated your beef.

It will be relayed to someone with authority over at the egg.

I'm thinkin your chances went WAAAY up that this gets resolved well :D
 
For once I agree with these guys. Just sit back and see if Kyle can help you out.
 
i dont think he is telling us the whole story new egg would usally not do this

as i scroll back and read the post you had the motherboard for 64 days ? then said it was DOA ?

is there anythign else that happned ? how long di dyou have the card for ?

:confused:
 
I bought my motherboard and case, it sat on my desk until I could buy my CPU and video card, so I was not able to put everything together until I recieved my cpu and vid card. So I Bought the motherboard, and 64 days later I bought my CPU and Video Card and put it all together to find out the motherboard was DOA. Do you understand?

This is not my first purchase from Newegg, I have bought tons of stuff from them in the past and never had any problems, not until I had to rma this time. Thats why Im so upset and shocked because I would have never expected this from them. I hope that Kyle can help, I just wanted to post what their warranty policy and RMA policy stated, because I think that I was in the right. I sent the mobo back b4 90 days so I should have recieved a new replacement, after 90 days I would have expected a refurb
 
pcolamedtech said:
I bought my motherboard and case, it sat on my desk until I could buy my CPU and video card, so I was not able to put everything together until I recieved my cpu and vid card. So I Bought the motherboard, and 64 days later I bought my CPU and Video Card and put it all together to find out the motherboard was DOA. Do you understand?
Click to expand...

:mad: :(
I understand. My high end computer system does not work. I do not have any money left to have a professional computer store fix it. Newegg.com was good at packaging my components. Nothing i got via FexEx was broken. I gotta find out whats wrong with my computer before the 30-day return policy from Newegg.com runs out. Scary..

Hope all goes well.
 
pcolamedtech said:
I bought my motherboard and case, it sat on my desk until I could buy my CPU and video card, so I was not able to put everything together until I recieved my cpu and vid card. So I Bought the motherboard, and 64 days later I bought my CPU and Video Card and put it all together to find out the motherboard was DOA. Do you understand?

This is not my first purchase from Newegg, I have bought tons of stuff from them in the past and never had any problems, not until I had to rma this time. Thats why Im so upset and shocked because I would have never expected this from them. I hope that Kyle can help, I just wanted to post what their warranty policy and RMA policy stated, because I think that I was in the right. I sent the mobo back b4 90 days so I should have recieved a new replacement, after 90 days I would have expected a refurb
Click to expand...

Quote:Standard Warranty


Products sold by Newegg.com are supported by our Standard Warranty unless otherwise indicated. Merchandise under our Standard Warranty may be returned within 30 days of the original invoice date for a refund or returned for replacement within one year of the original invoice date. All returns require an RMA (Return Merchandise Authorization) number.

You have1 year for RMA repair not 90 days. Repair doesnt really mean repair,it means replacement with new,they send defective boards back to MSI for credit.They will send you a new board for replacement not a refurbished one if it is within 1 year. After 1 year you send it back to the manufacturer and they will repair yours or send you a refurbished replacement. I had my MSI NF4 Platimun go bad and new egg sent me a new replacement. I called MSI first and they said they would repair mine or send a refurbished one.
 
Can we get a timeline for everything that occured?

Heres what I got from your posts:
0 Day: Bought Motherboard and Case
64 Day: CPU and Video Card
67ish Day: Assemble to find that you have a defective board
68ish Day: RMA motherboard
80ish Day: Receive replacement (used) motherboard

You were well past the 30day window, I fault you for that. The original wording was a bit comfusing and misleading.

I have orderered probably $10,000 in components from newegg over the years and have yet to be screwed. If your story does indeed get clarified and you are shown to be in the right, I'll be questioning the need for neweggs superior service they have shown in the past.
 
Look at the warrant policy.
It says 30 days for a refund, and up to 1 year for replacement, and after 90 days you may recieve a repaired product. Correct me if im wrong but its listed on New Eggs page, I posted it here, well, I copy and pasted it word for word
 
http://www.newegg.com/CustomerService/StandardWarranty.asp

I don't see anything about recieving a refurbished product after 90 days. It says 30 days for a refund, and 1 year for a replacement which probobly means refurbished because they never specify youll get a new product. A person you talked to telling you that youll get a new one means nothing because policy is policy and they'll will default back to that whenever possible. I think you read/understood the policy wrong. As for you not getting your software with your video card, are you sure you didnt order a OEM video card?

Everything return I've done with newegg has always went smoothly and as expected. But I've never RMA'd anything from them that cost more than $200.
 
This is probably one of those rare occurrences where you actually get bad service from a great company.

Over the last 12 months I've easily spent $15k at NewEgg. I've had a few items to RMA and once I had to return a single purchase multiple times. In the end they gave me my cash back plus a few bucks for shipping although the total transaction was still a loss.

Fact is that NewEgg has been fantastic for me and since I've started using them for business purchases they've been great there as well.
 
Why don't you consider RMAing something to the manufacturer instead of having Newegg replace it?
 
Nuc_E said:
Why don't you consider RMAing something to the manufacturer instead of having Newegg replace it? What does this have to do with motherboards anyways?
Click to expand...

All the refurbished hardware I bought off newegg I returned to the manufacturer instead of newegg, even if it was within the 15day period.
 
Look under the RMA request page thats where it states after 90 days you may recieve a repaired product



acascianelli said:
http://www.newegg.com/CustomerService/StandardWarranty.asp

I don't see anything about recieving a refurbished product after 90 days. It says 30 days for a refund, and 1 year for a replacement which probobly means refurbished because they never specify youll get a new product. A person you talked to telling you that youll get a new one means nothing because policy is policy and they'll will default back to that whenever possible. I think you read/understood the policy wrong. As for you not getting your software with your video card, are you sure you didnt order a OEM video card?

Everything return I've done with newegg has always went smoothly and as expected. But I've never RMA'd anything from them that cost more than $200.
Click to expand...
 
some reason i cant read the previous posts.
did you buy the stuff new retail? new oem?
or was it refurbished parts ?
 
pcolamedtech said:
Look under the RMA request page thats where it states after 90 days you may recieve a repaired product
Click to expand...

Ok...I see it now.
 
Dear pcolamedtech,

Greetings, my name is Adam and I am currently staffed in Newegg.com’s customer service department.

It is understood that there is an outstanding issue concerning a motherboard that needed a replacement. Also, I understand that the appropriate action has been taken to provide you with the needed accessories/games that were missing from your refurbished replacement.

At this time, I hope that you can get in contact with me so that we may discuss this matter as well as present you with additional assistance in the efforts to provide you with some type of closure and resolve this matter to your satisfaction.

You may contact me at 1800-390-1119 ext. 2053. I hope to hear from you soon.
 
:) I would like to Thank Kyle for all of your support and help, if it wasnt for you I dont think this would have ever been resolved. Shortly after the post from NewEgg today I called and left a msg for Adam. I just got off the phone with him, and they appologized for the mistake, they acknowledged that I was suppose to recieve a new mobo since I had returned the DOA board before 90 days, and they are even going to send the new board overnight. I am really glad this was resolved because I dont think I would have ordered from them again, and I didnt want that cause I enjoy shopping there. I have never had a problem with New Egg b4, and it was quite frustrating because the sales associate would not let me talk with a manager, I always got "they are not avail, I can help you, so on". I am just glad its over, and BIG props to Kyle and Adam at New Egg.
 
It is good to see that this has been resolved. However, it is still somewhat upsetting that it required the attention of Kyle in order for Newegg to correct the problem. Fact of the matter is, NewEgg should have made this right without the intervention from Kyle.

I personally have always had good experiences with NewEgg, including a few RMAs and replacements. I hope the OPs problem doesn't become a trend for NewEgg.

Cheers to Kyle for sticking up for a reader.
 
Joker76 said:
It is good to see that this has been resolved. However, it is still somewhat upsetting that it required the attention of Kyle in order for Newegg to correct the problem. Fact of the matter is, NewEgg should have made this right without the intervention from Kyle.

I personally have always had good experiences with NewEgg, including a few RMAs and replacements. I hope the OPs problem doesn't become a trend for NewEgg.

Cheers to Kyle for sticking up for a reader.
Click to expand...

My thoughts exactly.
 
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