** Resolved: 5/25/2012 ** Beware: Newegg denies RMA for damaged open boxed motherboards! *PICS... - Page 3

"I am writing this review on the customer service I received in regards to this product. I am quite furious with NewEgg. This CPU was defective upon receiving it along with my motherboard. So I requested a RMA. After 2 weeks they had received the product and inspected it. NewEgg refused to grant me a RMA for the CPU. They said upon receiving the product it was severely damage and they were shipping it back to me denying my claim. So I called them up to inquire. I was on the phone for over a hour. NewEgg refused to do anything about it. They continually stated that I needed to contact the manufacturer. They told me that because the pins were broken they could not accept the product back. They told me that it was lose in the package when it was received. I know for a fact that it was not broken prior to leaving. I had it packed in all the original casing. Nothing was broken prior to it leaving my house and being shipped out.

 

I find it pretty sad how a company could pride themselves of customer service and then not live up to their expectations. To take it a step further, the message I received from NewEgg in my email, was another slap in the face. They accused me of improperly installing the CPU. How can you not only deny a claim, but then have the audacity to make such a statement. They said "might be due to improper installation". The fact that you even state that is very disrespectful. I spent over a hour on the phone with NewEgg and they said the same sentence at least 25 times. You must contact the manufacturer, we are unable to do anything. And that is not the worse part. Through my conversation with the manager, I got the sense that if I lied about how the product came to me. They probably would have been able to replace the part with broken pins. And the manager I spoke to hinted to that numerous times. I am an honest man, and I would never do something like that. It is morally unacceptable. "

"Abysmal. If they send you broken items, you are automatically blamed for breaking them, and they refuse to refund your money. Here's a log of the last go-around I had with them. Buyer beware.

http://imgur.com/a/d3VrQ

(edit, 2 days later)

To their credit, Newegg has now refunded the money for the motherboard as a direct result of this review. They also offered a $25 credit to be applied to the next purchase.

Unfortunately, while I am pleased that Newegg has finally exhibited good customer service (not to mention finally obeyed federal law), $25 toward the purchase of computer equipment that costs hundreds of dollars is a fairly tepid peace offering, considering the amount of time invested in dealing with this issue.

I'm not saying this to be petty, but because it is very obvious that Newegg only came around on this issue because this negative review was about to be posted for the world to see. Not because it was the right thing to do - we aren't talking about one disgruntled CSR in the bowels of company HQ taking his anger out on a customer here. I dealt with at least three people (Cloudia via email, and a CSR and her supervisor by phone), all three of whom told me the exact same thing - it's company policy to reject returns of motherboards with bent pins no matter what. This tells us either that it is Newegg policy to reject the return unless the customer kicks up enough of a fuss (like, say, posting a negative review here), or that Newegg is training their CSRs AND their CS supervisors so poorly that fights like this are to be expected if you are shipped defective products.

The Newegg of old would not have done this - as I remarked this morning when discussing this issue with the victim of this fiasco, in the old Newegg, the janitor would have almost had the power to authorize the return. Such fighting as has been necessary this time would never have happened. While I hope Newegg will return to its roots of excellent customer service, I've seen nothing to date to indicate that this has happened or will happen any time soon, $25 merchandise credit or no.

I'd have been much happier had they just refunded the money and then said that they would be changing their policy such that automatic rejections were a thing of the past, and changing their CSR training such that customers who have been buying from them since they opened would not have to worry about whether or not they'd be out hundreds of dollars if something ships with defects."