~~~~ Brag & Moan ~~~~

[FreshPrince]

newegg rma process is straight up SLOW!

bought a new mobo from them, received it DOA, took them 15 days to get me a new one....

I really think they're reselling RMA'ed parts as new, because I have been getting more and more parts come DOA from newegg than any other online vendor....the government needs to do an investigation on them, seriously!

 

[IEC]

Originally posted by: Jhill
Newegg jumped the shark.
There was a time when the Simpsons were funny as well.

Newegg was good, once upon a time. I made the mistake of ordering from them again recently. Got one item DoA (fourth one from Newegg, I have only ONCE received a DoA item from any other retailer...)

Had to pay shipping back for replacement (which should arrive today). Hopefully that doesn't crap out as well...

Restocking fee of 15% on returns is also annoying. Losing 20% after shipping is unforgivable.

 

[BigJ]

Originally posted by: rogue1979

Originally posted by: BigJ
Just going to throw this out there. Maybe you picked the wrong Sapphire card to RMA?

It's been quite some time since I did an RMA through them, and you had to select the specific product. Maybe you selected the wrong one of the two.

Newegg is the only place that I order video cards from. I copied both invoices for both video cards and included them in the package with a note explaining.

I could check the serial number when it gets here, but frankly I don't care about the loss of the video card. I am very busy sometimes and I just need someone that I can count on.

I don't have time for a giant hassle. I want good dependable service that works.

I am sure if I "wronged" or insulted one of my customers I would not expect them to give me a second chance. I gave them a second chance on the phone and was treated really crappy, that pretty much ruined it for me.

Sounds like you did everything right. Looks like Newegg did drop the ball on this one.

Like another poster said, NeweggSupport on these forums is awesome. If you PMed him, he'll probably give you a number to call and you should have a replacement within a week or two.

 

[NuroMancer]

I like how he expected a immediate response on the weekend

Along comes monday, and hark! a response, how shocking....

 

[randay]

newegg made my manhood bigger, gave me more stamina and provided me with the confidence to bed jessica alba and jessica biel, that the same time!!!

 

[waggy]

Originally posted by: NuroMancer
I like how he expected a immediate response on the weekend

Along comes monday, and hark! a response, how shocking....

I like how he called BEFORE the weekend and they didnt do jack shit. UNTIL he complained on line.

 

[rogue1979]

I received an email from Sapphire today. It was a tracking number and they are sending a replacement video card.

They took care of me as they promised, I won't hesitate to buy another product from them.

I have ordered pc parts 4 different times from various online vendors since I first started this thread.

3Btech, Mwave, and Starmicro. All parts arrived very quickly as ordered in good working condition. The prices were comparable to newegg, actually a few bucks lower.

The world continues to turn without newegg, just as I am certain they haven't missed my business. I plan to keep it that way permanently.

 

[BoomerD]

I've only had to RMA one product (XFX video card) through NewEgg, and it went flawlessly.

 

[Shawn]

I only buy my computer shit from Newegg.

 

[waggy]

Originally posted by: FreshPrince
newegg rma process is straight up SLOW!

bought a new mobo from them, received it DOA, took them 15 days to get me a new one....

I really think they're reselling RMA'ed parts as new, because I have been getting more and more parts come DOA from newegg than any other online vendor....the government needs to do an investigation on them, seriously!

err sarcasm?

if nto i wouldnt be claiming that.

 

[pontifex]

Originally posted by: rogue1979

Originally posted by: lrn2f1y
can't really move any further till the cards come back so you can verify the S/N. you may have filled out the RMA wrong.

Newegg's rma service is done via their website based on the original invoice.

No serial numbers required in the process.

I am sure that they did make a mistake on recording the serial number and asked them
to double check. I guess they were to busy to bother? Two weeks of down time and no replacement. Luckily this was my son's computer and not a waiting customer. I certainly wouldn't have him wait that long and replaced it immediately with another video card.

Obviously if this was a customers X1900GT and I just replaced it out of my pocket at my own expense, it would be a large overall cost to my business in the long run.

I give all customers a 30-day warranty on parts and explain that the remainder of the manufacturers warranty will cover them if applicable after my 30-day gaurantee. They don't seem to have a problem with coming in after 30-days and going through an extended warranty process, I have helped many customers that way. Plus I do not price gouge, I always charge consideraly less than what the local going rate is while making a modest profit.

I charge $29 total labor for any repair, this includes all labor such as reloading or fixing up windows as well as labor for hardware repairs. Only parts and data recovery are extra.

I offer one day service unless parts have to be special ordered. So I keep plenty of normal inventory on hand, it is unusual that a part is not in stock, but it happens sometimes.

This is why I need dependable online service.

good luck with that. i highly doubt you'll find a 100% dependable service.

 

[rogue1979]

UPDATE!

Went to Sapphire's website via the link given to me by newegg. Took about 5 minutes to fill out a few things and they assigned me a Global ID ticket# through their website support.
Within about 15 minutes I recieved an email asking for a copy of the original reciepts as well as the part number and serial number on the video card.

Sent that immediately and about 15 minutes later they asked me to fill out an RMA form which pretty much included the same information.

30 minutes later I was given an RMA number with instructions on what and where to mail.
Of course the usual warning about physical damage or modified parts, and they ask to include $15 for return shipping. They said the video card was covered and after they checked everything out they would be able to send a replacment. Sapphire said the process would take about two weeks, which is about as long as I waited for newegg to turn me down and send the broken video card back.

I will update again with the final result from Sapphire.

 

[XZeroII]

So Newegg treats you great for years and now one idiot person there gives you bad service and you're going to dump Newegg altogether? Wow.

 

[amddude]

Newegg has always been good to me

 

[Injury]

Searching their stock number "N82E16814102022" (as in, manually plugging it into the URL) redirects to a search for Sapphire cards, which I would assume means that the card is discontinued and NE no longer stocks it. With the word "- Retail" on the end of the description it's obvious that it's not an OEM or refurb that would not carry a warranty.

Perhaps unlike normal RMAs Newegg wants you to send the accessories back so they can send you a new card right off the shelf, with accessories... but that still doesn't explain the "wrong serial number" deal that they apparently don't even keep.

This is all sorts of messed up.

 

[daveshel]

Originally posted by: Jhill
Newegg jumped the shark.

That's for sure.

 

[Jschmuck2]

Originally posted by: waggy

Originally posted by: NeuroSynapsis

Originally posted by: waggy

Originally posted by: NuroMancer
I like how he expected a immediate response on the weekend

Along comes monday, and hark! a response, how shocking....

I like how he called BEFORE the weekend and they didnt do jack shit. UNTIL he complained on line.

Story of every "newegg fucked me in the ass" post on ATOT

true. and it shouldnt take bitching about it before something is done.

So where do you buy your stuff? I'll bet the support isn't as good.

 

[rogue1979]

Originally posted by: lrn2f1y
can't really move any further till the cards come back so you can verify the S/N. you may have filled out the RMA wrong.

Newegg's rma service is done via their website based on the original invoice.

No serial numbers required in the process.

I am sure that they did make a mistake on recording the serial number and asked them
to double check. I guess they were to busy to bother? Two weeks of down time and no replacement. Luckily this was my son's computer and not a waiting customer. I certainly wouldn't have him wait that long and replaced it immediately with another video card.

Obviously if this was a customers X1900GT and I just replaced it out of my pocket at my own expense, it would be a large overall cost to my business in the long run.

I give all customers a 30-day warranty on parts and explain that the remainder of the manufacturers warranty will cover them if applicable after my 30-day gaurantee. They don't seem to have a problem with coming in after 30-days and going through an extended warranty process, I have helped many customers that way. Plus I do not price gouge, I always charge consideraly less than what the local going rate is while making a modest profit.

I charge $29 total labor for any repair, this includes all labor such as reloading or fixing up windows as well as labor for hardware repairs. Only parts and data recovery are extra.

I offer one day service unless parts have to be special ordered. So I keep plenty of normal inventory on hand, it is unusual that a part is not in stock, but it happens sometimes.

This is why I need dependable online service.

 

[SilthDraeth]

Originally posted by: rogue1979


Yes, I have made a few mistakes with customers. I apologize and make it right, not make it difficult or impossible. A mistake can be an opportunity if you go the extra mile to make someone happy, loyalty is pretty much guaranteed. If you take the "too bad" attitude it works the other way....

I didn't miss the point. Newegg is a pretty large corporation, and chances are the person you called and spoke to was just a phone lackey, at a regional call center.. They should of elevated you to a supervisor. Maybe they did.

It does sound like you got crapped on, but chances are, if you called right back, you would get routed to another employee, and hopefully they would be more willing to assist you.

You as a small business owner have more control over the quality of your own work, and perhaps anyone you employ, but a large corporation is bound to have bad several bad apples working for them.

I think if you are persistent it will work out in your favor in the end.

 

[Ns1]

Originally posted by: waggy

Originally posted by: NuroMancer
I like how he expected a immediate response on the weekend

Along comes monday, and hark! a response, how shocking....

I like how he called BEFORE the weekend and they didnt do jack shit. UNTIL he complained on line.

Story of every "newegg fucked me in the ass" post on ATOT

 

[waggy]

Originally posted by: NeuroSynapsis

Originally posted by: waggy

Originally posted by: NuroMancer
I like how he expected a immediate response on the weekend

Along comes monday, and hark! a response, how shocking....

I like how he called BEFORE the weekend and they didnt do jack shit. UNTIL he complained on line.

Story of every "newegg fucked me in the ass" post on ATOT

true. and it shouldnt take bitching about it before something is done.

 

[ultimatebob]

While we're bitching about Newegg...

I never got to file for the rebate on my Optiquest LCD display because some bonehead in shipping covered up the UPC on the box with a shipping label. When I tried to peel it off, it got destroyed.

Grr. I found out that Optiquest LCD's are junk, too! I should have ponied up the extra $50 for a real ViewSonic LCD display instead of their "value" line.

 

[randay]

newegg shot my dog.

 

[rogue1979]

UPDATE!

from NewEggSupport

We do apologize once again. In personally going back to our RMA warehouse I was advised the item was checked and rechecked and the conclusion was made that the item was the wrong item and also did not come with accessories so the item was shipped back to you on 9/6/2007 via UPS tracking number #1ZW098Y01200470100. What I would advise you to do is contact the manufacture and see what they can do for you, if for some reason they cannot assist you please get a reference number from them and contact me back personally and I will see what other measure we can do to assist you since we do value you as a customer. THank you.

Sincerely,

Alex Villarino

Customer Service Professional

alex.a.villarino@newegg.com

800-390-1119 ext 25040

I just don't get it. The video card was returned today and I looked and identified the serial and part numbers. The stickers where in pristine condition and undisturbed.

Excuse my french at this point, but how in the hell is the serial number not matching neweggs records??????? Something is really wrong here and it is not something that I did.
I bought this video card from newegg and never touched it again after originally installing it.

I have noticed that the original invoice does not list the serial number on it, why not???

I already started the RMA process with Sapphire and gave them the same serial and part numbers, so let's see what happens. For the sake of this thread I will update the outcome,
bit I am totally done with Newegg. They screwed something up and it is making me feel like they are doubting my integrity, I won't stand to be treated that way!

P.S. I have all of the original packaging and accessories but did not send them because somewhere in the newegg rma instruction it said for a replacement/repair they where not needed, only for a refund. Doesn't matter, I offered to ship these items at my cost if they needed them.

 

[rogue1979]

Hmmm, haven't heard anything back yet....