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

post #21 of 127
I gotta say that is NOT newegg, its more like the rep that is helping you is not properly helping you. If you go around talking to other reps there not all the same. There's rep that will help you the best they can and then there's rep that doesn't want to do anything. So try contacting a different rep. I know because I work in a customer service environment work place.
post #22 of 127
Thread Starter 
Quote:
Originally Posted by FromUndaChz View Post

I would just ask for a refund and go elsewhere.. though I've never had problems with Newegg and I've always ordered all of my hardware from them since they ship to me overnight most of the time for free or very cheap. I live only about 100 miles from their New Jersey warehouse.
I got an open box AsRock MOBO from them a while back though, and it had issues booting up even after resetting the BIOS. It took me a few hours of messing with it to make it boot, I updated the BIOS and it was fine after that but I wasn't happy because clearly the board wasn't tested before it was sent back out to me.. I just don't buy open box anymore. Nothing new has ever given me a problem from them. I did get a dead MOBO about 6 years ago but I just RMA'd for a replacement and it was a new board so there were no issues.
I'd get on the phone man.

I am asking for a refund. But they already denied the first refund because of damage. The 3rd motherboard already came with damage too so they might deny me a refund for that motherboard as well.

 

If Newegg refunds me my money, then I'd probably just buy a brand new board from them. I'm not sure how I'll react if they don't refund me. I might have to contact my credit card company.

 

 

 

Quote:
Originally Posted by SinX7 View Post

I gotta say that is NOT newegg, its more like the rep that is helping you is not properly helping you. If you go around talking to other reps there not all the same. There's rep that will help you the best they can and then there's rep that doesn't want to do anything. So try contacting a different rep. I know because I work in a customer service environment work place.

The representative is going to speak with a supervisor when he or she arrives. I'm going to wait 24 hours for an E-mail. If I don't get an E-mail, then I'm going to give them a call for sure.

    
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post #23 of 127
My failure rate for various open box components from Newegg is very roughly:

Memory - 60%

Motherboards - 30%

GPUs - 0%
Quote:
Originally Posted by listen to remix View Post

I don't think all the damage on the board is cosmetic, the second to last picture shows damage to traces. I'm not a computer expert but I did read that motherboards are easily damaged. If even one trace is damaged, then the motherboard can malfunction.

I saw the scratch, but depending on what was scratched, and how deep the scratch is, it could be fully functional. The picture was not very clear, but I didn't see any severed traces.
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post #24 of 127

Rule of thumb for Newegg open-box items is to stay out of motherboards, memory and electronics.

 

3 months ago I bought a CyberPowerPC computer from the open-box section, it had RMA stickers all over the place from CyberpowerPC, and a Newegg RMA form a previous buyer filled.

It's a hit-or-miss. Can't really complain. You get what you paid for!

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post #25 of 127
Why you should never buy used electronics....
- chmodlabs
post #26 of 127
Quote:
Originally Posted by listen to remix View Post

If Newegg refunds me my money, then I'd probably just buy a brand new board from them. I'm not sure how I'll react if they don't refund me. I might have to contact my credit card company.
When you talk to a real and helpful CSR, mention that you are going to just buy a brand new board from them, or better yet tell them that you've already ordered the replacement. I've seen that sway them a few times when they seem to be sitting on the fence.

Regarding open box versus refurbished. Apparently some folks know more than the CSRs actually employed by Newegg. The CSR that took my call on the defective Asus board clearly stated that they are considered two different sales categories.
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post #27 of 127
Have to agree here, You get what you pay for and you take the risk with open box items!..

If you want the best and new then buy new... Simple
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post #28 of 127
Thread Starter 
Quote:
Originally Posted by wevsspot View Post


When you talk to a real and helpful CSR, mention that you are going to just buy a brand new board from them, or better yet tell them that you've already ordered the replacement. I've seen that sway them a few times when they seem to be sitting on the fence.
Regarding open box versus refurbished. Apparently some folks know more than the CSRs actually employed by Newegg. The CSR that took my call on the defective Asus board clearly stated that they are considered two different sales categories.


That's exactly what I did. They spoke to a supervisor and was only able to give me a $20 discount on a brand new board from them and accept the 3rd damaged motherboard for a return. They won't let me return the motherboard that went up in smokes. They accused me of damaging the pins on the board when I didn't. I even visually inspected the pins before AND after I sent the motherboard back. The issue isn't even with the pins, it's with the fact that the motherboard almost destroyed my brand new CPU. I haven't received the 2nd motherboard back yet but I will upload photos of that one too.

I am probably going to have to call up my credit company to deal with this issue.

 

 

This has apparently happened to others according to this review on Resellerratings.com:

 

Source: http://www.resellerratings.com/store/view/newegg/page/3

Quote:

"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. "

 

Source:http://www.resellerratings.com/store/view/newegg/page/6

 

Quote:
"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."

 

http://imgur.com/a/d3VrQ


Edited by listen to remix - 5/9/12 at 12:05pm
    
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post #29 of 127
The I only time I shop at nesegg is for open box items or items that are way cheaper than amazon. Amazon is much better than newegg

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post #30 of 127
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Quote:
Originally Posted by vitality View Post

The I only time I shop at nesegg is for open box items or items that are way cheaper than amazon. Amazon is much better than newegg
Sent from my HTC One X using Tapatalk 2

 



I preferred Newegg over any other online merchant, sometimes even Amazon. I will probably shop at Amazon more often than Newegg from now on.

 

I recommended Newegg and defended them multiple times on this site without hesitation. I won't be giving them free advertising anymore. I might buy new computer components on sale but never any processors or motherboards from them.


Have any of you received broken items or used items that were supposed to be new from Newegg?

    
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Overclock.net › Forums › Intel › Intel Motherboards › ** Resolved: 5/25/2012 ** Beware: Newegg denies RMA for damaged open boxed motherboards! *PICS inside*