Anybody buy from New Egg?

KevB · 12-02-2005, 02:45 PM

I bought a monitor from them that didn't work when I pulled it out of the box and hooked it up. I've been unable to contact them via phone, and two different e-mails with all the relevant information have gone unanswered. Has anyone else had customer service problems? I thought they had a very good rep.

**Saulbadguy** · 12-02-2005, 02:46 PM

Do an online RMA. Very simple.

HC_Chief · 12-02-2005, 04:14 PM

Buy from them all the time.... the online RMA suggesstion from SBG is your best bet.

NewEgg is typically very responsive to RMAs.

**Fire Me Boy!** · 12-02-2005, 04:24 PM

New Egg's pretty cool, you shouldn't have any problems.

**DaFace** · 12-02-2005, 05:00 PM

I repair PC's, and they're my main parts supplier. I've never had a problem with their RMA system, as everyone else has mentioned. I'm actually a little surprised you've had problems via phone. I've always found them to be pretty responsive.

Good luck!

Mr. Laz · 12-02-2005, 05:05 PM

Quote:

Originally Posted by Saulbadguy

Do an online RMA. Very simple.

Quote:

Originally Posted by Fire Me Boy!

New Egg's pretty cool, you shouldn't have any problems.

what they said...

i made several purchases from them and never had a problem with anything at all.

**alnorth** · 12-02-2005, 06:00 PM

Newegg has, by far, no peers when it comes to the return policy. IF they ever have a strict policy on anything, its made crystal clear in bold letters before you click on the item.

Why call or email them? Just use their online RMA system, thats what its there for.

AeroSquid · 12-03-2005, 10:51 AM

newegg USED ot be the best when it came to customer service and returning stuff. In the last 6 months they have started changing their return policy on most things. Now it's "exchange for identical item 30 days only". It's still easy to return stuff to newegg but they are no longer the industry leading online pc store. I spend an average of 20k a year at newegg and other pc stores so it has been hard to watch newegg slide into mediocrity. They also started shipping UPS by default which sucks imo.

edit: i called newegg yesterday about a mobo and they answered on the first ring... it's easy to get a hold of them.

KevB · 12-03-2005, 03:35 PM

I tried the online RMA, but it wouldn't allow it on an LCD Monitor. I finally got in touch with a person on the phone, and they requested I get a "reference #" from the manufacturer. I did, and returned with that info. and things seem to be moving along fine. They provided an RMA at that point, and now I'm sending it back for a replacement. Thanks for the suggestions all.

Frosty · 12-05-2005, 03:44 PM

I bought a LCD monitor from them about a year ago. It was for a system that I was building for someone and it took me about a week to get the time to do it. When I got the system together, I found the monitor didn't work right.

It was my first experience with LCD monitors and I didn't realize that the problem was the screen was cracked. I tried to do a RMA online but was told that I had to contact the manufacturer (Acer). It took more than two weeks to get a response from Acer and was finally told "it's cracked, so no warranty".

I called Newegg and they said to call Fedex and make a claim. I did and was told a variety of things but eventually they said they couldn't do anything because it was more than 21 days.

So I called back to Newegg, explained everything and was told "we'll take care of it". They gave me an RMA and I sent it off. I got the same broken monitor back a couple of weeks later with a note saying that it was broken and they weren't going to do anything about. No shit! I already explained that's how I got it.

After that, my e-mails were ignored and my phone calls ineffective. I eventually ended up eating the $300. I stopped buying from them for awhile (I was doing computer support for a school at the time and it ended up costing Newegg waaaay more than that $300) but have started again recently as it is so hard to beat their prices and selection.

Bottom line was that Newegg sent a fragile LCD monitor in it's retail box with no other padding and then wouldn't stand behind it and take responsibility when it was broken. My part was not checking early enough and not being more aggressive at the beginning (I was starting a new job and was buried in work).

The real kicker was, when they sent back the broken monitor, they double-boxed it.

memyselfI · 12-05-2005, 04:36 PM

Quote:

Originally Posted by arc

I bought a LCD monitor from them about a year ago. It was for a system that I was building for someone and it took me about a week to get the time to do it. When I got the system together, I found the monitor didn't work right.

It was my first experience with LCD monitors and I didn't realize that the problem was the screen was cracked. I tried to do a RMA online but was told that I had to contact the manufacturer (Acer). It took more than two weeks to get a response from Acer and was finally told "it's cracked, so no warranty".

I called Newegg and they said to call Fedex and make a claim. I did and was told a variety of things but eventually they said they couldn't do anything because it was more than 21 days.

So I called back to Newegg, explained everything and was told "we'll take care of it". They gave me an RMA and I sent it off. I got the same broken monitor back a couple of weeks later with a note saying that it was broken and they weren't going to do anything about. No shit! I already explained that's how I got it.

After that, my e-mails were ignored and my phone calls ineffective. I eventually ended up eating the $300. I stopped buying from them for awhile (I was doing computer support for a school at the time and it ended up costing Newegg waaaay more than that $300) but have started again recently as it is so hard to beat their prices and selection.

Bottom line was that Newegg sent a fragile LCD monitor in it's retail box with no other padding and then wouldn't stand behind it and take responsibility when it was broken. My part was not checking early enough and not being more aggressive at the beginning (I was starting a new job and was buried in work).

The real kicker was, when they sent back the broken monitor, they double-boxed it.

If you charged this to a credit card you could have disputed the charges with your bank.

Frosty · 12-05-2005, 04:42 PM

Quote:

Originally Posted by memyselfI

If you charged this to a credit card you could have disputed the charges with your bank.

Yeah, I know but by the time all of the wrangling was done, it was a couple of months later. I think I was past the time to dispute it.

Water under the bridge now, and a expensive lesson learned: Check your shipped items immediately.

AeroSquid · 12-05-2005, 06:07 PM

you should tell that story here: http://www.resellerratings.com/

**Lzen** · 12-06-2005, 10:34 AM

Wow, arc. That's hard to believe that you got that kind of service from Newegg. I've always had great customer service from them. They even have taken back things with no problems. Hmmm, maybe you got the one person that was a moron.

**penguinz** · 12-06-2005, 10:35 AM

I spend about $60k with them a year and have never had any issues. Always been very responsive about RMA's.

12-02-2005, 02:45 PM
KevB Agree to Disagree Join Date: Feb 2001 Location: The State of Euphoria Casino cash: $10026612	Anybody buy from New Egg? I bought a monitor from them that didn't work when I pulled it out of the box and hooked it up. I've been unable to contact them via phone, and two different e-mails with all the relevant information have gone unanswered. Has anyone else had customer service problems? I thought they had a very good rep.
Posts: 14,446

12-02-2005, 02:46 PM	#2
Saulbadguy When a nightmare becomes real Join Date: Nov 2003 Casino cash: $2656966	Do an online RMA. Very simple. __________________ http://www.goemaw.com
Posts: 46,965

12-02-2005, 04:14 PM	#3
HC_Chief That's just f***in' stupid Join Date: Aug 2000 Location: suburbia Casino cash: $3687107	Buy from them all the time.... the online RMA suggesstion from SBG is your best bet. NewEgg is typically very responsive to RMAs. __________________ "Gentlemen, you can't fight in here, this is the war room!"
Posts: 12,355

12-02-2005, 04:24 PM	#4
Fire Me Boy! Cast Iron Jedi Join Date: Nov 2004 Casino cash: $9999900 VARSITY	New Egg's pretty cool, you shouldn't have any problems.
Posts: 35,253

12-02-2005, 05:00 PM	#5
DaFace Kind of a mod Join Date: Aug 2005 Location: Donkey Land Casino cash: $2046899	I repair PC's, and they're my main parts supplier. I've never had a problem with their RMA system, as everyone else has mentioned. I'm actually a little surprised you've had problems via phone. I've always found them to be pretty responsive. Good luck!
Posts: 51,755

12-02-2005, 06:00 PM	#7
alnorth . Join Date: Dec 2002 Casino cash: $57176239	Newegg has, by far, no peers when it comes to the return policy. IF they ever have a strict policy on anything, its made crystal clear in bold letters before you click on the item. Why call or email them? Just use their online RMA system, thats what its there for. __________________ how many emo kids does it take to change a lightbulb? HOW MANY?! none they just sit in the dark and cry
Posts: 36,130

12-03-2005, 10:51 AM	#8
AeroSquid we are 138 Join Date: Oct 2003 Location: K.C. Casino cash: $9999900	newegg USED ot be the best when it came to customer service and returning stuff. In the last 6 months they have started changing their return policy on most things. Now it's "exchange for identical item 30 days only". It's still easy to return stuff to newegg but they are no longer the industry leading online pc store. I spend an average of 20k a year at newegg and other pc stores so it has been hard to watch newegg slide into mediocrity. They also started shipping UPS by default which sucks imo. edit: i called newegg yesterday about a mobo and they answered on the first ring... it's easy to get a hold of them.
Posts: 1,156

12-03-2005, 03:35 PM	#9
KevB Agree to Disagree Join Date: Feb 2001 Location: The State of Euphoria Casino cash: $10026612	I tried the online RMA, but it wouldn't allow it on an LCD Monitor. I finally got in touch with a person on the phone, and they requested I get a "reference #" from the manufacturer. I did, and returned with that info. and things seem to be moving along fine. They provided an RMA at that point, and now I'm sending it back for a replacement. Thanks for the suggestions all.
Posts: 14,446

12-05-2005, 03:44 PM	#10
Frosty Go Beavers! Join Date: Jan 2001 Location: Warshington Casino cash: $5698243	I bought a LCD monitor from them about a year ago. It was for a system that I was building for someone and it took me about a week to get the time to do it. When I got the system together, I found the monitor didn't work right. It was my first experience with LCD monitors and I didn't realize that the problem was the screen was cracked. I tried to do a RMA online but was told that I had to contact the manufacturer (Acer). It took more than two weeks to get a response from Acer and was finally told "it's cracked, so no warranty". I called Newegg and they said to call Fedex and make a claim. I did and was told a variety of things but eventually they said they couldn't do anything because it was more than 21 days. So I called back to Newegg, explained everything and was told "we'll take care of it". They gave me an RMA and I sent it off. I got the same broken monitor back a couple of weeks later with a note saying that it was broken and they weren't going to do anything about. No shit! I already explained that's how I got it. After that, my e-mails were ignored and my phone calls ineffective. I eventually ended up eating the $300. I stopped buying from them for awhile (I was doing computer support for a school at the time and it ended up costing Newegg waaaay more than that $300) but have started again recently as it is so hard to beat their prices and selection. Bottom line was that Newegg sent a fragile LCD monitor in it's retail box with no other padding and then wouldn't stand behind it and take responsibility when it was broken. My part was not checking early enough and not being more aggressive at the beginning (I was starting a new job and was buried in work). The real kicker was, when they sent back the broken monitor, they double-boxed it.
Posts: 14,495

12-05-2005, 06:07 PM	#13
AeroSquid we are 138 Join Date: Oct 2003 Location: K.C. Casino cash: $9999900	you should tell that story here: http://www.resellerratings.com/
Posts: 1,156

12-06-2005, 10:34 AM	#14
Lzen Supporter Join Date: Feb 2001 Location: Jan Quadrant Vincent 16 Casino cash: $2240692	Wow, arc. That's hard to believe that you got that kind of service from Newegg. I've always had great customer service from them. They even have taken back things with no problems. Hmmm, maybe you got the one person that was a moron. __________________ If at first you don't succeed ...skydiving is not for you.
Posts: 41,331

12-06-2005, 10:35 AM	#15
penguinz Supporter Join Date: Mar 2003 Casino cash: $3117626	I spend about $60k with them a year and have never had any issues. Always been very responsive about RMA's. __________________
Posts: 16,314