First bad Newegg experience

poncherelli2

Senior member
Oct 3, 2002
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I've purchased tons of equiptment from newegg over the past 3 or 4 years for various people and computers. Everything has always been very good so I've continued to shop from them, even when their prices were slightly higher than other vendors.

About a month ago I purchased all the parts for a new computer and everything was fine except for a stick of 1gb corsair value ram. I requested an RMA, it was approved and I mailed it back to them. It took about a week after recieving it for them to acknowledge that the item was recieved. They say it will take about 2 business days to test the item and ship out a new one. This was 8 business days ago. I called today to see what the holdup is and the guy says they are testing the item and a new one will ship out in about 5-6 business days! I told him that I will be leaving for school early next week and wanted to know if I could change the address, the csr said they will not do that. He was very unhelpful and just seemed to not care about any problem I had or the rediculous amount of time this process is taking.

I have always been a fan of newegg up until this return fiasco which has been drawn out for over a month now. Now I dont know what to think of them. I'd heard people complain of newegg going downhill recently and now i think I understand why.

EDIT: My order shipped out yesterday finally. I CSR emailed me this morning and appologized for the extremely long turnaround. He said these things should not take this long and he has no idea why my order was so slow. Because my order has already shipped and the time has already passed, he offered me a 15 dollar credit to Newegg as a gesture. While I am disappointed in the long wait, it is nice to know that they do care about their customers concerns and make an effort to help them.
 

PTCvette

Banned
Sep 26, 2002
870
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hmm... I've never had a problem with RMA over there, but haven't had to do it in probably a year... I would try and get a supervisor or someone higher up the chain.
 

ai42

Diamond Member
Jun 5, 2001
3,653
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Newegg checks various tech forums and resellerratings.com (I would go there) etc if you post this I'm fairly certain you will get an email fairly quickly.
 

labgeek

Platinum Member
Jan 20, 2002
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Tell them you are doing a charge-back to the credit card for that item if you don't have one overnighted today so that it's in your hands tomorrow. They've had plenty of time to test it at this point, another 5-6 days plus shipping would be unacceptable to me.

Newegg has gone down hill recently IMO. They post "specials" in the Hot Deals forum. The prices on the site will change without them bothering to update the specials - for example they were advertising a power supply recently that the rebate was over 2 days into the post. They left the after rebate up for days after which was it was over. I also had a problem with entering the Anandtech special promo codes in the post. I emailed them and the response came back days later - AFTER the rebate expired. Then said to buy it and email or call them and they'd refund the difference. And I was supposed to do that for any future orders too since none of the codes would work for me. Their CSR section sucks...
 

poncherelli2

Senior member
Oct 3, 2002
729
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My email to them:

Dear Newegg.com,

It has been over 4 business days since receiving this email acknowledging that my RMA had been processed and passed inspection. The email indicated that my RMA would be fully processed in 2-3 business days. Upon calling customer support this afternoon, I was told that my item is still being tested and I should expect it to be finished and shipped out within about 5 business days.

When I originally purchased this item, along with others, on July 27th, I had planned to build a computer that I would take to school, and purposely left myself extra time to return items in the event that something did not work. I shipped out my RMA on August 10th, and over two weeks later the item has not even finished being processed. As troublesome as this is, I asked the CSR I spoke with if it would be possible to ship the item to my school address so that I can install once I move and was told the item had to be shipped to the confirmed address. I understand the concerns you may have and reasons for shipping to the confirmed address, but can an exception not be made in these circumstances to ease this situation for a loyal customer. I am willing to provide any information or verification necessary to prove that I will no longer be at the current address to which I order the parts, but will instead be at a new address for school starting next week.

I would appreciate an explanation as to why this process is taking so long when the replacement items are in stock and an answer as to whether or not it would be possible to change the shipping address once the item is finally processed. I hope to resolve this situation quickly and look forward to continuing business with you in the future.
 

poncherelli2

Senior member
Oct 3, 2002
729
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76
how can I talk to a supervisor, i really need to get this resolved as time has become an issue after them dragging their feet.

For comparison, I had to rma my evga6800gt also, but I did that directly through evga.com. I shipped the ram and vidcard out the same day, and the evga card is replaced and here already.
 

poncherelli2

Senior member
Oct 3, 2002
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bump, they sent me a BS automated response, I really need to get in touch with a supervisor and get my stuff shipped to my new address and get this dealt with.
 

PTCvette

Banned
Sep 26, 2002
870
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You should just be able to call their support or RMA number (whatever you called the 1st time) and ask for a supervisor or a higher level agent. They should be able to get you to someone, assuming they still have someone around there this time of day.

edit - seems like I have seen more complaints about Newegg lately than I ever have... In the past there were always one or two malcontents that just couldn't be satisfied by anyone, but now I see a lot more threads that sound like this OP. Luckily, my experience has been good, except for the drastic change in shiping prices over time. I will say that I have started to use other stores from time to time, namely ZipZoomFly :( Sorry newegg! You shouldn't have changed!
 

NiKeFiDO

Diamond Member
May 21, 2004
3,901
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dont they send to the manufacturer to test them? it could be the manu.'s fault and not newegg's fault
 

EyeMWing

Banned
Jun 13, 2003
15,670
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You definitely should have RMA'd the RAM to Corsair - that lifetime warranty rocks the pants.
 

ruffilb

Diamond Member
Feb 6, 2005
5,096
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Originally posted by: EyeMWing
You definitely should have RMA'd the RAM to Corsair - that lifetime warranty rocks the pants.

Q.F.T.

I almost always RMA to the manufacterer, especially if it's like corsair.
 

Ilmater

Diamond Member
Jun 13, 2002
7,516
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Originally posted by: poncherelli2
how can I talk to a supervisor, i really need to get this resolved as time has become an issue after them dragging their feet.

For comparison, I had to rma my evga6800gt also, but I did that directly through evga.com. I shipped the ram and vidcard out the same day, and the evga card is replaced and here already.
Oh, I don't know... try saying, "I want to speak with your supervisor?" You should try that.

:confused:

Seriously, I learned well that talking to a supervisor in many of those instances is VERY helpful.
 

Accipiter22

Banned
Feb 11, 2005
7,942
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Originally posted by: poncherelli2
how can I talk to a supervisor, i really need to get this resolved as time has become an issue after them dragging their feet.

For comparison, I had to rma my evga6800gt also, but I did that directly through evga.com. I shipped the ram and vidcard out the same day, and the evga card is replaced and here already.

I"m actually rma'ing my evga 6800gt as well....they're quite polite about it so far