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NewEgg.com RMA - 7/2/2008 2:09:52 PM
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Ps103
Posts: 11536
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Has anyone ever had a problem with them?
I have ordered from them before and was always very pleased, but in early June I ordered a small LCD tv for Himself's Father's Day present.
It was deleivered in a timely manner, but when I opened the shipping carton, there was no other box in the carton--just the television, encased in a styrofoam form, the stand for the television, and several loose papers (set-up instructions, manual, warranty) which had a reddish liquid stain on them.
I had never received anything in that condition from anyone before. Any electronics I had ordered from them and everyone else, had always been in a box lik one would see on a store shelf, and the manual, etc, were always in a plastic bag. (The item was a Westinghouse--a brand I had owned in the past--if that matters. It was not a "generic" brand.)
The set-up instructions said to check the contents of the box for a list of items. The items included the teleivision, stand, remote control, cables, etc. Nothing was there except the television and stand. The television was unusable as received.
I immediately went to their website and contacted Customer Service and informed them of the problem. Customer Service sai the quickest way to rmedy the problem would be to contact the manufacturer to get the missing items, as they did not have them there. I told her that was unacceptable--that I had ordered a television from them and would like to receive what I ordered *from them*. She said that was no problem and issued me an RMA. I followed the instructions and UPS delivered it to their return facility.
On Friday I got an email from the return facility informing me that items were missing from my return, and that unless they heard from me in three days about when I would be sending the missing items, the television would be returned to me without their doing anything about the problem.
The items the said I failed to return were: 1) the original carton, 2) the accessories--none of which were recieved by me.
I emailed the address they gave me and told them I could not return the missing items, as I had never recieved them, which was why I had made the return to begin with. The meail was sent around lunchtime where they are (in CA.)
I have received no response to my email. Yesterda I sent a second email, asking them to confirm receipt of the first, and have not heard back. I do not mean to sound impatient, but if the three days they were giving me to respond were business days, this is the last day.
I am sure they have a lot of emails, and I am tring to be understanding that I am not the only customer on their list, but I am getting anty about this.
Has anyone else dealt with a NewEgg RMA?
Does anyone have any suggestions if I get a tracking number tonight that they are returning the same thing I sent to them back?
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RE: NewEgg.com RMA - 7/2/2008 2:16:58 PM
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uncabeeil
Posts: 5774
Joined: 4/11/2005
From: Joisey. Got a problem wit dat?
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quote:
Does anyone have any suggestions if I get a tracking number tonight that they are returning the same thing I sent to them back? If they ship it back, tell the delivery driver that you are refusing receipt of the package. If they ask why tell them you didn't order the item. I'd also try to find a phone number and call them. I'm a purchasing agent, so I deal with returns all the time. It's always better to set up an rma over the phone just to avoid communication errors like the one you're dealing with now.
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There is unrest in the forest
There is trouble with the trees
For the maples want more sunlight
And the oaks ignore their pleas
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RE: NewEgg.com RMA - 7/2/2008 2:20:32 PM
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psaulm119
Posts: 196
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One thing that popped into my head would be to call them. I also have noticed that NewEgg has very good customer service (which is why I shop with them as opposed to Tiger Direct), and you can more easily make your case about why what you returned was "incomplete." I know you already did call, but obviously their email to you makes it look like whoever opened up your returned box didn't understand your concern. Call, esp. if this is the last day. Even if they have already returned the box (or say that it is too late in the shipment cycle to stop the return), you can at least have someone start working on an eventual solution to this.
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Clean up your computer @ www.paulrittman.com/ComputerFirstAid.html
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RE: NewEgg.com RMA - 7/2/2008 5:19:56 PM
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psaulm119
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quote:
ORIGINAL: Ps103
I do need to get over my loathing of talking on the phone  (Not that you would notice from my postings, but I make a lot more sense in writing than I do on the phone...)
You might look and see if they have chat support available. I know Dell does, and I see many much smaller companies doing this as well. Of course, these are typically not native English speakers--occasionally I find that I have to repeat statements or correct a misunderstanding. But often the wait time is much less than by phone, so you have little to lose if you have to call anyways.
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www.paulrittman.com
Clean up your computer @ www.paulrittman.com/ComputerFirstAid.html
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RE: NewEgg.com RMA - 7/2/2008 8:32:42 PM
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rlj
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quote:
Has anyone else dealt with a NewEgg RMA?
I did and it was pleasant but it sounds like things got better for you.
I bought an OEM Pentium 4 from them and the blister they put it in was too loose so I had 13 bent pins that I could not possibly straighten out. The only unpleasant thing about the RMA is UPS ground is like slower then the Pony Express. :X
I also would have taken pictures as you popped it out of the box just in case.
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This is who I'm voting for. He is from the same party I voted for last time. This is consistent with my belief in the failure of the two party system and my disgust with it.
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RE: NewEgg.com RMA - 7/3/2008 12:57:20 PM
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skreyola
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From: Mars
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quote:
ORIGINAL: Ps103
Not sure why the RMA department did not acknowledge any email communicaiton, but as long as it is handled, I don't really care 
It's entirely possible they never received your e-mails. People rely on e-mails so much that it's easy to forget that they are not reliable. Because of the nature of Internet packets, they do sometimes get lost or misfiltered before they reach their intended destination.
Also, e-mails can sit in server queues for two or three days before being delivered. I have several times received e-mails days after they were sent.
If it's important, it should be done over the phone.
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Linux is a multiuser, modular, peer-reviewed, free operating system. Therefore, it tends to be stable, secure, and reliable.
Open Source is good stewardship!
I run Debian Linux (http://www.debian.org/)
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RE: NewEgg.com RMA - 7/3/2008 8:48:43 PM
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Ps103
Posts: 11536
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quote:
ORIGINAL: skreyola
quote:
ORIGINAL: Ps103
Not sure why the RMA department did not acknowledge any email communicaiton, but as long as it is handled, I don't really care
It's entirely possible they never received your e-mails. People rely on e-mails so much that it's easy to forget that they are not reliable. Because of the nature of Internet packets, they do sometimes get lost or misfiltered before they reach their intended destination.
Also, e-mails can sit in server queues for two or three days before being delivered. I have several times received e-mails days after they were sent.
If it's important, it should be done over the phone.
This is very true. Several times I have sent Himself emails at work, and they did not get through the company gateway for 48 hours or more.
But, email was the "preferred" method of communicating that they listed. And they are the ones who put the three-business-day limit on responding.
If they have issues with that, they need to specify that telephoning is the preferred method, dontcha think?
(I have also known people who prefer to be contacted by email, then say "I get 200 emails a day--I can't read them all!" What are ya gonna do?  )
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Fasten your seatbelts...it's going to be a bumpy night.
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RE: NewEgg.com RMA - 7/3/2008 8:52:30 PM
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skreyola
Posts: 1723
Joined: 1/28/2008
From: Mars
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quote:
ORIGINAL: Ps103
quote:
ORIGINAL: skreyola
quote:
ORIGINAL: Ps103
Not sure why the RMA department did not acknowledge any email communicaiton, but as long as it is handled, I don't really care
It's entirely possible they never received your e-mails. People rely on e-mails so much that it's easy to forget that they are not reliable. Because of the nature of Internet packets, they do sometimes get lost or misfiltered before they reach their intended destination.
Also, e-mails can sit in server queues for two or three days before being delivered. I have several times received e-mails days after they were sent.
If it's important, it should be done over the phone.
This is very true. Several times I have sent Himself emails at work, and they did not get through the company gateway for 48 hours or more.
But, email was the "preferred" method of communicating that they listed. And they are the ones who put the three-business-day limit on responding.
If they have issues with that, they need to specify that telephoning is the preferred method, dontcha think?
(I have also known people who prefer to be contacted by email, then say "I get 200 emails a day--I can't read them all!" What are ya gonna do? )
Get a clueX4 and knock some sense into them?  J/K
_____________________________
-- Skreyola
http://skreyola.livejournal.com/
Linux is a multiuser, modular, peer-reviewed, free operating system. Therefore, it tends to be stable, secure, and reliable.
Open Source is good stewardship!
I run Debian Linux (http://www.debian.org/)
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RE: NewEgg.com RMA - 7/5/2008 12:46:21 PM
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skreyola
Posts: 1723
Joined: 1/28/2008
From: Mars
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quote:
ORIGINAL: PolarBear
Newegg is awesome in my book!
Mine, too! I don't recall ever having a problem with something they sent me.
_____________________________
-- Skreyola
http://skreyola.livejournal.com/
Linux is a multiuser, modular, peer-reviewed, free operating system. Therefore, it tends to be stable, secure, and reliable.
Open Source is good stewardship!
I run Debian Linux (http://www.debian.org/)
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RE: NewEgg.com RMA - 7/6/2008 4:29:08 PM
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Ps103
Posts: 11536
Joined: 4/16/2005
From: Here, now
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This was the first time I ever had a problem with them, but it was also the first time I had ever had a return, too. Everything else has been perfect first time.
I do like NewEgg a lot!
_____________________________
Fasten your seatbelts...it's going to be a bumpy night.
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RE: NewEgg.com RMA - 7/8/2008 12:07:48 PM
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plappy03
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Me and newegg go together like Bread and Jelly. I'm planning soon to build from them because they've always done what they've promised.
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RE: NewEgg.com RMA - 7/8/2008 12:15:36 PM
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GroupW
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Joined: 11/16/2007
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Ps103-
I'm sorry you had such a hassle, but if it's any consolation I did get a good chuckle out of your story. That would be the modern day version of "Catch-22"
Thanks for the laugh, and sorry it was at your expense.
BT
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Immediately called Newegg, apologized that I had accepted it disregarding their instructions. She immediately issued an RMA. A couple days later UPS came by to pick up the box, and the next week they came by again with a new perfect model. 