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Beware of Newegg - a former loyal customer

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August 22, 2012 1:34:44 PM

Newegg the company we all loved during the 2000-2010 era has completely changed and are now one of the worst customer service companies I've ever dealt with.

I have ordered over 30,000 in goods from newegg and recently received a motherboard that was DOA. They claimed I damaged the board and attempted to charge me anyway, they even terminated my account! thats how Newegg rewards customer loyalty.
August 22, 2012 3:12:02 PM

I'm going to guess there is a lot more behind this story than you are sharing with us.

I to have odered 10's of thousands of $ of products from them over the last few years and have never once had an issue with them, even when it was clearly my fault (ordering wrong thing thinking it was another).
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a c 717 V Motherboard
August 22, 2012 3:22:48 PM

9/10 you bent the CPU pins. Q - What was damaged?

edit/For NewEgg to cancel or suspend an account only a couple things come to mind: reversing charges (credit card/payment) or going off or threatening someone @ NewEgg.

I too have dealt with NewEgg for years and I have nothing but praise. I'm a hobby system builder so I have ordered plenty.

I've dropped a MOBO on a concrete floor and I only had to look in the mirror to know who was a fault. I simply re-ordered a new MOBO and have a nice paper weight.
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August 22, 2012 3:25:49 PM

I too suspect there is more to this story. Not withstanding I more or less moved away from Newegg as my first stop when I got an Amazon Prime Account. Newegg can't compete with all the benefits there. Also I live in a state where Newegg charges tax and Amazon does not.
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a b V Motherboard
August 22, 2012 3:49:41 PM

davidselby said:
Newegg the company we all loved during the 2000-2010 era has completely changed and are now one of the worst customer service companies I've ever dealt with.

I have ordered over 30,000 in goods from newegg and recently received a motherboard that was DOA. They claimed I damaged the board and attempted to charge me anyway, they even terminated my account! thats how Newegg rewards customer loyalty.


My guess is you were a total ahole and you probably did damage the board. Go troll somewhere else.

I've been buying from Newegg since 2002, they have always gone above and beyond to help me out. Even giving me store credits and gift cards when a manufacturer didn't give me my rebate, TWICE.


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August 22, 2012 5:20:15 PM

As I've said ordered more than 30k from newegg. They sent me a Doa mobo. I've never damaged or bent pins in more than 50 comp builds. I did notice 2 of the pins had a higher height in the middle of the socket not around any corners or exposed space. I let them know and they agreed to cross ship then charged me again. So of course I disputed it. Had I bought this from amazon it would never have been an issue.

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August 22, 2012 5:23:02 PM

geekapproved said:
My guess is you were a total ahole and you probably did damage the board. Go troll somewhere else.

I've been buying from Newegg since 2002, they have always gone above and beyond to help me out. Even giving me store credits and gift cards when a manufacturer didn't give me my rebate, TWICE.



Relax dude, I'm trying to provide a fair warning to other end users out there. I've used newegg since 2002 as well and can not believe the way I've been treated. Have some class - newegg doesn't.
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a c 717 V Motherboard
August 22, 2012 5:25:08 PM

Q - What's the whole story as if I would have been eavesdropping on it all?
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a b V Motherboard
August 22, 2012 5:25:42 PM

Why was your account terminated?
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a b V Motherboard
August 22, 2012 5:29:56 PM

definetly did something else to have them cancel your account.
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August 22, 2012 5:31:17 PM

I disputed the charges. Been a loyal customer literally 25 pages of orders, never had problems with them always gave them my business. That meant nothing to them, the one time i received a DOA motherboard and then I'm accused of damaging a motherboard and treated as if I'm trying to scam newegg. I expect a working board, they could easily test and see the board doesn't post.

1) I've never damaged any items installing a computer, certainly not a motherboard as simple as installing a CPU was. I had just built another computer less then 2 weeks before without incident - so this isn't my first rodeo. Its not too hard to drop a cpu in and clip it down. The board wouldn't even post, its DOA

2) Newegg customer rep managers were complete liars - completely unexpected. Newegg attempted to send me the original motherboard approximately 2 months later. So they sat on a return for 2 months, then after I disputed the charge they decided to send it back to me with no further correspondence.

Nothing on here is trolling just a fair warning, had I known if i received a damaged board from newegg that they would somehow claim it was me at all expenses despite my long standing customer history with them - i would never have bought from them to begin with. This is like dealing with the small upstart resellers of the late 90's. Newegg is not infallible. They dont speak proper english in any of their correspondence or otherwise.
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a b V Motherboard
August 22, 2012 5:32:44 PM

I've had nothing but good support from Neweggg, and have crossed shipped DOA items several times and never had an issue. There has to be more here. They would not have just deleted your account for a return of a damaged item.
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a b V Motherboard
August 22, 2012 5:34:54 PM

i bet he said nasty things to the service person.
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August 22, 2012 5:37:42 PM

ss202sl said:
I've had nothing but good support from Neweggg, and have crossed shipped DOA items several times and never had an issue. There has to be more here. They would not have just deleted your account for a return of a damaged item.



Thats how I felt until recently, and I'm shocked thus the purpose of my post.
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a c 129 V Motherboard
August 22, 2012 5:41:36 PM

Do some cross shipments not get charged, then refunded when the old one gets back?

I think that may actually be normal. Its a way to ensure that you do not keep both boards(call in a defect on a good board) leaving them high and dry.
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August 22, 2012 5:46:08 PM

Interesting, I hope it isn't a trend. I have always been happy with NewEgg, but haven't purchased more than a couple of $1,000 over the years.
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a c 717 V Motherboard
August 22, 2012 5:48:47 PM

davidselby said:
I disputed the charges. Been a loyal customer literally 25 pages of orders, never had problems with them always gave them my business. That meant nothing to them, the one time i received a DOA motherboard and then I'm accused of damaging a motherboard and treated as if I'm trying to scam newegg. I expect a working board, they could easily test and see the board doesn't post.

In order to 'scam' them the S/N would need to be different. ; example - eBay MOBO and requested refund. (bait & switch)

In order to damage the MOBO, as I said, 9/10 a bent CPU pin. ; this is by far the most common denial. They'll return the same MOBO if physically damaged.

Q - What EXACTLY was physically damaged? You're still painting the picture with a thick brush.

Keep in mind, ASUS, MSI, Gigabyte, etc will NOT reimburse anyone including NewEgg for a physically damaged MOBO.
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August 22, 2012 5:51:44 PM

nukemaster said:
Do some cross shipments not get charged, then refunded when the old one gets back?

I think that may actually be normal. Its a way to ensure that you do not keep both boards(call in a defect on a good board) leaving them high and dry.



The reason I say I was lied to is because i was specifically told i would not be charged during the cross shipment however 3 days later I was charged.
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a b V Motherboard
August 22, 2012 5:53:40 PM

davidselby said:
Relax dude, I'm trying to provide a fair warning to other end users out there. I've used newegg since 2002 as well and can not believe the way I've been treated. Have some class - newegg doesn't.

Well, thanks for the warning. I would say you might need to try and get in touch with some upper level customer service if you believe you've just drawn the short stick.
I don't deny your story, I just find it extremely improbable to get the account terminated for a faulty return. You would get notified and charged for the item, maybe even warned via a personal message, but not terminated.
If it was only that occurrence that might have erroneously triggered some automatic termination procedure, you can try to appeal that by talking to a live person.
If you have tried to appeal that charge and during that process verbally abused the representative, they are in their right to terminate your account.
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a c 717 V Motherboard
August 22, 2012 5:55:23 PM

nukemaster said:
Do some cross shipments not get charged, then refunded when the old one gets back?

I think that may actually be normal. Its a way to ensure that you do not keep both boards(call in a defect on a good board) leaving them high and dry.

NewEgg has an 'Expedited RMA' where essentially you get charged for a second 'component' and once they both receive and examine the 'component' you get credited back for the charge. If the 'component' is physically damaged and/or has missing components then you will not be credited for the RMA item and it gets complicated then and either you'll need to send the missing parts or NewEgg will return the 'component' until the return is fully satisfied or you bought yourself two (2) 'components'.

About the only company that I can think of that doesn't charge in a Cross Ship is APC for e.g. UPS.
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a c 129 V Motherboard
August 22, 2012 6:00:42 PM

If you have dealt with APC, how does the tradeups work. They pay to ship the old UPS back? I mean these things are heavy and costly to ship.

HP did a cross ship for me once without charging.
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a c 717 V Motherboard
August 22, 2012 6:01:40 PM

davidselby said:
The reason I say I was lied to is because i was specifically told i would not be charged during the cross shipment however 3 days later I was charged.

Would you send out FREE stuff??

I know better on their RMA policy with 'Expedited RMA' been there, and I was not at all surprised to see both the Charge and subsequent Credit. NewEgg sent me out a series of emails with full status updates. The last email was an Invoice with a (-1) Quantity and (-) Charge (credit).
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August 22, 2012 6:02:22 PM

when looking at the motherboard under direct light, you could see a discoloration on a couple of the inner central pins. I thought that was odd, so I busted out a macro lens on my SLR -> saw that they were slightly elevated as if not set properly at the right height. not bent , crushed, twisted or anything so i'm not sure how something like that would happen especially by an end user.

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August 22, 2012 6:03:54 PM

jaquith said:
Would you send out FREE stuff??

I know better on their RMA policy with 'Expedited RMA' been there, and I was not at all surprised to see both the Charge and subsequent Credit. NewEgg sent me out a series of emails with full status updates. The last email was an Invoice with a (-1) Quantity and (-) Charge (credit).


They assured me that there is no charge on the expedited RMA.
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a c 717 V Motherboard
August 22, 2012 6:05:54 PM

nukemaster said:
If you have dealt with APC, how does the tradeups work. They pay to ship the old UPS back? I mean these things are heavy and costly to ship.

HP did a cross ship for me once without charging.

I haven't used their Trade-up program, but the RMA practice depends on the time frame. 30 days or less your cost is ($0). They sent me out a replacement UPS with in (2) business days, and when I went to return it I simply gave my local UPS (shipping) store APC contact information for the 'reverse' shipping cost.

APC is an EXCELLENT company. Over the years this was my second UPS that failed but I was treated like gold. I had an F02 error.
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a c 717 V Motherboard
August 22, 2012 6:13:10 PM

davidselby said:
They assured me that there is no charge on the expedited RMA.

IF you returned an undamaged and complete 'component' then ultimately the net cost is zero less return shipping.

I mean IF you purchased "30,000 in goods" then there's no way this is your first "rodeo" with NewEgg.

Again, what damage? Did you re-install the CPU Socket Cap?

My last RMA I took the photos, and it has nothing to do with 'trust' it has everything to do with CYOA!

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a b V Motherboard
August 22, 2012 6:43:33 PM

I been charged for cross shipping several times. Big deal, when they know you didnt scam them they refund it. If you dont like it wait for normal rma process.

I bent pins 1 time I sucked it up and attempted to repair it and it worked out if not I would buy a new one.

Take responsibility for your own actions.

If you spent that much $ you sell to customers. If your customer breaks something you know was fine are you going to cross ship? Are you going to allow them to break something you know they broke and are you going to eat it? No you would charge them. Same thing. Your mad because you broke it and expect them to taske the loss. Good for newegg. Im sure the get dozens of bent pin motherboards back all the time.
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a c 75 V Motherboard
August 22, 2012 7:05:35 PM

Heck unless you are a Gold enhanced member or higher of our Channel program we generally place $25 hold on your card for a cross-ship. From my experience this is fairly low based on what I have seen with some other manufacturers out there.
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August 22, 2012 7:05:45 PM

As I've said, Newegg has always treated me well in the past. This time its insane, and thank you for the accusations but I didn't damage any pins. As i've said the mobo was DOA. No beeps nothing, wont post. new board came everything plugged in and worked first time.

Intel has always treated me well also - had a CPU constantly blue screening a few years ago and they replaced it with an even better model in its 3rd year.
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a c 717 V Motherboard
August 22, 2012 7:23:49 PM

Q - Again, Again & Again some more what Damage?????
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a b V Motherboard
August 22, 2012 7:26:14 PM

I had the same experience with Newegg in the last 2 weeks. I sent a 2 week old motherboard back to them that had sound issues. After speaking with Asus about the motherboard they said I could return it to Newegg or get an RMA from them. I said I would just return it to Newegg.

I packed everything back up in the box making sure the CPU hold down bracket was locked down and the plastic cover was in place. I took it to a UPS store and shipped it back insured. 6 days later Newegg said they got the motherboard back with some damage. They didn't state what the damage was or take any pictures of the contents or box all I got was an email. They said this voided the warranty and shipped the motherboard back to me next day, reboxed in a new box. I got the package back and went right to the UPS shipping location to file a claim not even opening the box before I went there. I opened the box in front of 2 of the UPS guys and they saw the pins had been bent on the CPU socket. Now when it left my care it only had an onboard sound problem. Now I am having to deal with a damaged CPU socket and UPS that says they "feel" it wasn't done by them. Newegg basically blew me off saying I damaged the board and it isn't there problem. So now I am left with a $430 motherboard with a damaged CPU socket and onboard sound issues and a large F.O.

I guess every company is out there robbing their customers.

I am really wondering if this is a way for Newegg to not have to deal with getting bad stuff back to Asus or what.
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August 22, 2012 7:30:13 PM

jaquith said:
Q - Again, Again & Again some more what Damage?????


Not sure how much more specific I can be... I've stated 3 times that there were a couple of pins in the middle of the rows of ins on an 1155 asus p8z77 that were slightly elevated as if not set correctly. they were not bent/twisted/crushed/or anything else. i thought it could have been a manufacturing defect, I've never seen it before. teh only reason i noticed it was because light reflected slightly different on those pin tops vs the rest of the board. i had to use a macro lens to detect any difference, and with a CPU seated on top it would've made no difference is my guess.

it doesn't explain the failure to boot or power up the computer.
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a c 717 V Motherboard
August 22, 2012 7:33:08 PM

IntelEnthusiast said:
Heck unless you are a Gold enhanced member or higher of our Channel program we generally place $25 hold on your card for a cross-ship. From my experience this is fairly low based on what I have seen with some other manufacturers out there.

Yeah, if you remember the early C1 litho issues with the first release 6-core SB-E (S-spec SR0H9)-- well Intel refused to exchange my factory sealed made in Costa Rica i7-3930K for the fixed litho SB-E C2 (SR0KY).
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a c 478 V Motherboard
August 22, 2012 7:37:20 PM

anh if you used a credit card i would open up a dispute..i would get a letter from shipper saying it was not there falt and they were not going to pay for the claim. i would the do a change back for the mb. if asus wont or new egg wont do anything. if they wont your best best too is file a small claims case on new egg and have them come to your state and fight it.
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a c 717 V Motherboard
August 22, 2012 7:38:18 PM

davidselby said:
Not sure how much more specific I can be... I've stated 3 times that there were a couple of pins in the middle of the rows of ins on an 1155 asus p8z77 that were slightly elevated as if not set correctly. they were not bent/twisted/crushed/or anything else. i thought it could have been a manufacturing defect, I've never seen it before. teh only reason i noticed it was because light reflected slightly different on those pin tops vs the rest of the board. i had to use a macro lens to detect any difference, and with a CPU seated on top it would've made no difference is my guess.

it doesn't explain the failure to boot or power up the computer.

As I said Bent CPU Pins one of the top reasons for refusing an RMA, it's because ASUS will not accept bent CPU Pins - period.

Sure even a single bent CPU pin can easily cause a post failure. I see it here all of the time.

The CPU pins are tested at the OEM along with the entire MOBO, when the MOBO is boxed it PASSED all of the tests. The only way in the world to bend a CPU Pin is end-user error.
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August 22, 2012 7:42:36 PM

I've sent a letter to Newegg's CEO, but I doubt I'll hear anything. I'm an attorney and have been considering suing them over this. The box's come from Newegg unsealed, its possible they sent me a return there is no way of knowing. As I said, the pints were not bent, thank you for not listening.

The purpose of this thread is to warn other computer builders such as myself as to neweggs policies and procedures. If you get a defective board even if you have been a great customer for 11 years, they will spit in your face.
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a c 717 V Motherboard
August 22, 2012 7:45:12 PM

Suggestion - go out and buy a Jeweler's Tweezers and a magnifying glass and on the returned MOBO bend them back. Next take with (new) PC apart and try your repaired MOBO. IF that fails then try some more careful bending until it does work. Unless the CPU Pins are broke-off 9/10 it can be repaired.

Then return the (new) MOBO with the CPU Socket cover installed and packaged properly. IF there's no damage to the (new) MOBO --- PROBLEM SOLVED!
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August 22, 2012 7:48:12 PM

jaquith said:
Suggestion - go out and buy a Jeweler's Tweezers and a magnifying glass and on the returned MOBO bend them back. Next take with (new) PC apart and try your repaired MOBO. IF that fails then try some more careful bending until it does work. Unless the CPU Pins are broke-off 9/10 it can be repaired.

Then return the (new) MOBO with the CPU Socket cover installed and packaged properly. IF there's no damage to the (new) MOBO --- PROBLEM SOLVED!



He keeps telling you they ARE NOT BENT and you keep not listening, man.

Anyway this seems like a very troll thread. Perhaps Newegg messed up and screwed over one person, but it seems like an uncommon thing.
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a b V Motherboard
August 22, 2012 7:48:38 PM

davidselby said:
teh only reason i noticed it was because light reflected slightly different on those pin tops vs the rest of the board. i had to use a macro lens to detect any difference...

so where's the pics you took of the pins???
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August 22, 2012 7:49:26 PM

I've read about it quite a bit after my experience but thought i'd share it as well. Again, I disputed the charge and they've closed my account as well.
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a b V Motherboard
August 22, 2012 7:53:27 PM

PlusOne said:
He keeps telling you they ARE NOT BENT and you keep not listening, man.

Anyway this seems like a very troll thread. Perhaps Newegg messed up and screwed over one person, but it seems like an uncommon thing.

+1
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August 22, 2012 7:55:17 PM

i felt like this was relevant for the site, some people such as myself would've appreciated seeing it earlier. the more ya know!
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a b V Motherboard
August 22, 2012 8:00:38 PM

You said you had to use your DSLR to see the pins with your MACRO Lens attached...

show us the pics you took of the connector and pins
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a b V Motherboard
August 22, 2012 8:01:01 PM

You said you had to use your DSLR to see the pins with your MACRO Lens attached...

show us the pics you took of the connector and pins
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a c 717 V Motherboard
August 22, 2012 8:09:16 PM

PlusOne said:
He keeps telling you they ARE NOT BENT and you keep not listening, man.

Anyway this seems like a very troll thread. Perhaps Newegg messed up and screwed over one person, but it seems like an uncommon thing.

Huh?! I simply first missed the 2nd sentence which is why I was trying to, excuse the pun, pin the OP down on the reason for the NewEgg rejection. In one breath the OP said no but in the 2nd sentence the observation.

davidselby said:
I've never damaged or bent pins in more than 50 comp builds. I did notice 2 of the pins had a higher height in the middle of the socket not around any corners or exposed space.

dingo07 said:
+1

^-1
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August 22, 2012 8:14:21 PM

jaquith said:
Huh?! I simply first missed the 2nd sentence which is why I was trying to, excuse the pun, pin the OP down on the reason for the NewEgg rejection. In one breath the OP said no but in the 2nd sentence the observation.



All I'm saying is that its very rude to "quote" somebody and then proceed to ignore what they said. :p 
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a c 717 V Motherboard
August 22, 2012 8:22:44 PM

PlusOne said:
All I'm saying is that its very rude to "quote" somebody and then proceed to ignore what they said. :p 

If the OP simply said, yes there were bent CPU pins rather than very vaguely referencing 'pins' height then I wouldn't have had to ask more than the first time.

your post - Pot calling the Kettle black.

/edit - frankly I knew this was all about bent CPU pins the second I saw the thread...
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August 22, 2012 8:35:52 PM

jaquith said:
If the OP simply said, yes there were bent CPU pins rather than very vaguely referencing 'pins' height then I wouldn't have had to ask more than the first time.

your post - Pot calling the Kettle black.

/edit - frankly I knew this was all about bent CPU pins the second I saw the thread...



Thanks for your insight, its unfortunate you weren't here to see the product that was shipped to me. Unfortunately, being that it took 2 months before newegg attempted to send back the product - I didn't keep the photos. When they attempted to ship me the product again a week or two ago, I simply refused delivery. They are just wasting their own time and money, an amex charge back cost them 30 to begin with, then shipping it to me, and of course me refusing it hit their shipping account back.
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a c 717 V Motherboard
August 22, 2012 8:49:22 PM

Regarding '2 months' - my safe assumption is NewEgg missed the pins and sent your MOBO back to ASUS and ASUS discovered the bent pins and rejected the RMA and sent the MOBO back to NewEgg for a charge-back to NewEgg. Next NewEgg charged you.

It's very, unfortunately, typical for ASUS to take at least 30 days then factor in all of the shipping time and yeah sure I can see ~60 days.

Here's your zinger, your MOBO (old) is permanently locked-out of any warranty from ASUS.

AMEX is no doubt the best and safest CC, but even they won't credit you if there's documented reason.

Personally, I'd attempt to fix the old MOBO yourself and either return the (new) MOBO or IF you can get it to work eBay the (old) but fixed MOBO stating you fixed the CPU pins and there's no ASUS (OEM) warranty or sell it as-is on eBay stating bent CPU pins.

The first option might salvage your relationship with NewEgg.

However, in the big picture a $150~$200 MOBO (to me/not poor) isn't worth raising my blood pressure and going off.
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August 31, 2012 5:47:18 PM

It appears that after my last round of correspondence with newegg which included a BBB complaint, they are going to make things right for me. It was difficult to get to anyone with authority for newegg, but once I did they clearly saw the issue.
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