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How long does it take Newegg to RMA Replace an Item?

Last response: in Systems
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August 15, 2006 12:39:48 PM

If you read my last post in here then you know that I got a bad PSU with my batch of components when I did my first build, I sent out the PSU ASAP overnight and it still does not show up on the Newegg site as they have it yet?

Anyone know how long it takes them to process an RMA, turn it around and ship it out to someone when they received it DOA? Kind of sticks that my whole system is sitting there waiting for PSU that was DOA. Next time I'lll be smart and ask for a refund instead and just order another one.
August 15, 2006 1:16:51 PM

Newegg is very well know for their suprb customer support. I've RMAd a product I purchased from them before (7900 GTX) and they were actually quite fast with the reponse.

The problem with getting refunds from the RMA process is that they have some kind of "restocking fee" and they do not refund the RMA'd products previous shipping costs.
August 15, 2006 8:00:52 PM

Quote:
Next time I'lll be smart and ask for a refund instead and just order another one.


That's what I did when I recieved a bad mobo from Newegg. I didn't pay a re-stocking fee. The only thing I had to pay for was the shipping charge. They have good customer service, I was on the phone with them for less than a minute.
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August 15, 2006 8:19:37 PM

How long ago was that? Now their site says that there is a 15% "Restocking Fee" for any RMA refunds.
August 15, 2006 9:03:43 PM

Quote:
... I sent out the PSU ASAP overnight and it still does not show up on the Newegg site as they have it yet?...

If you have tracking info showing it was delivered to them, I would expect them to acknowledge it within 24 hours. If not, call up their cust service.
I recently RMAd some Ballistix RAM to Crucial and they were very good about sending me an email within 4 hours of their getting it. Unfortunately, since then it's just sitting there and they say it can take 5-10 business days (1-2 weeks to you and me) for them to ship out a replacement. Today is business day 8...
August 15, 2006 9:46:13 PM

If you want the restocking fee waived, talk to a person there and they should be able to waive it. They did for when I returned my mobo anyway.
August 15, 2006 10:27:02 PM

Just get a replacement part and then there is no restocking fee, no shipping, absolutely free baby!

The whole process for me took about 1.5-2 weeks to send and recieve a mobo.
August 15, 2006 10:34:24 PM

Quote:
How long ago was that? Now their site says that there is a 15% "Restocking Fee" for any RMA refunds.


I think it was about 2 years ago. No fuss from Customer Service. Shortest time (less than 1 minute) I ever spent on the phone regard product or service issues.
August 15, 2006 10:58:31 PM

Quote:
... I sent out the PSU ASAP overnight and it still does not show up on the Newegg site as they have it yet?...

If you have tracking info showing it was delivered to them, I would expect them to acknowledge it within 24 hours. If not, call up their cust service.
I recently RMAd some Ballistix RAM to Crucial and they were very good about sending me an email within 4 hours of their getting it. Unfortunately, since then it's just sitting there and they say it can take 5-10 business days (1-2 weeks to you and me) for them to ship out a replacement. Today is business day 8...

Well they got it today and their little status thing went from a 1 to a 3 which says that a sales order and tracking information should be sent to me via email shortly. Whatever shortly means? But it's good to see that they have it in and all they need to do is send a new one back to me now. Hopefully, I get an email by the close of their business today and then I get the new PSU thursday at the latest, if not Thursday Friday.

I had another part I had DOA that I got from TigerDirect and I already got the tracking information from them.
August 15, 2006 11:27:58 PM

I've never paid a restocking fee. You will of course have to pay ther return shipping which is understandable, but I've always asked them to wave the restocking fee and they have never refused. Do it via email so you have it in writting.

As for the turn around time, it's very fast. It's usually accepted the same day they receive it and then the returned item is sent out typically the next day.
August 16, 2006 2:00:07 AM

Quote:
How long ago was that? Now their site says that there is a 15% "Restocking Fee" for any RMA refunds.


OMG - is that legal in the US? 8O

If a product is DOA I expect the seller to replace or refund entirely at their expense - why should you pay up for them selling duff gear?

I'm lucky and live in the UK - I get the seller to pay for the return postage if I get DOA stuff. :wink:
August 16, 2006 11:34:44 AM

Of course it's not for defective items. It's for return of working item and many sites have such policies, those most will wave it if you ask, especially if you are a returning customer.
August 16, 2006 11:52:12 AM

Quote:
Of course it's not for defective items. It's for return of working item and many sites have such policies, those most will wave it if you ask, especially if you are a returning customer.


That makes sense - you should expect to pay a restocking fee if you are a doofus and order the wrong thing.

I was confused because the OP was talking about a duff PSU he was RMAing.
August 17, 2006 12:00:16 AM

Greetings Toms Hardware members and Loyal Newegg patrons!

First off, we’d like to clear one thing up for you guys…
As Pain has mentioned, Newegg will waive the restocking fee on all items returned due to manufacturing defects. We will also waive the restocking fee if the item is unopened, OR if you place a new order for a similar item of equal or greater value. Simply contact our Customer Service dept and we’ll be glad to assist. If your item is defective, we’ll also issue you a “shipping credit” to cover the return cost of shipping. We’d never expect our customers to take a loss in a situation such as returning a defective product!

To Alazeer—we see that your last post was on Aug 15 and that your RMA was at step 3 at that point. I’m guessing that your replacement has already been shipped out. However, if you have not yet received the email with your tracking number, simply PM us with your RMA # and we’ll be glad to PM it to you.

We're always here for you guys and we are only a PM away! :) 
!