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 NewEgg sent damaged product and will not exchange it.
Posted Mon May 7, 2012 12:00 pm, by Eric T. written to NewEgg.com
Write a Letter to this Company
I spent close to $2,000 with this company to build a system for a client...
Never worked...many errors. After much troubleshooting, determined it was a bad
stick of RAM (computer memory). Three of the contacts were damaged.
I opened an RMA and specifically mentioned the damage to the rep on the phone. I was told it would be no problem. Sent back and they denied the RMA. Told me that they do not accept damaged RAM...It arrived to me damaged!! I was informed that I would have to rectify with the manufacturer.
I've been working in IT for 20 years and have built many systems so I am no amateur. I am a qualified IT professional and I have numerous certifications. Obviously, I take every precaution when dealing with sensitive computer components so it was NOT damaged by me.
I ended up purchasing more memory in the meantime to make client happy but now
I'm out $ because NewEgg will not honor the sale they made to me.
I am an honest customer who feels like I am in a definite catch-22 situation. The memory that I received from this company was damaged (defective) and I would just like to get it replaced. I am not asking for anything more.
Replace the damaged product that was sent to me.
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by Eric T. Posted Wed May 9, 2012 @ 10:37 PM
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UPDATE: After posting on newegg.com's facebook page, I was contacted
by a representative from the company. His title is Public Image
Professional.
I wrote an email to him explaining my predicament in greater detail.
He stated that he reviewed the account and "it was notated that the
item was already defective when you received it". He decided to make
an exception to their policy in my case and they approved the RMA.
Replacement product has been ordered and is on the way.
I am satisfied with the outcome but still unsatisfied with their
policy of automatically denying any claim of damage on RMA's.
As I've been told, this is the policy of many of the online retailers.
I think I'll just stick to brick and mortar vendors, like Fry's
Electronics (who have their own set of issues, I know)... but at least
you can inspect the product somewhat before you get to the
checkstand.
Thanks again everyone for the feedback.
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by Matthew K. Posted Wed May 9, 2012 @ 12:28 PM
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Wow. Surprised by Newegg on this. I've purchased quite a bit of
stuff from them including memory which I had to return as my system
wouldn't recognize it (should have paid attention to the customer
reviews for that specific brand and its issues). I had no problem
returning it but there wasn't anything wrong physically with the dimm.
I'm guessing that is what is causing your issue.
What sucks is that any item can be damaged in shipping whether its
from a manufacturer to a retailer or retailer to customer. For an
item like RAM which is not overly expensive, I would hope Newegg could
review your order history and determine that you are not someone who
frequently returns damaged items.
Hope this gets squared away from you soon. If not, most of my buddies
that build computers tend to go to places like Tiger Direct or other
places (even Amazon has prices that compete and beat Newegg now).
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by Eric T. Posted Wed May 9, 2012 @ 10:37 PM
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UPDATE: After posting on newegg.com's facebook page, I was contacted
by a representative from the company. His title is Public Image
Professional.
I wrote an email to him explaining my predicament in greater detail.
He stated that he reviewed the account and "it was notated that the
item was already defective when you received it". He decided to make
an exception to their policy in my case and they approved the RMA.
Replacement product has been ordered and is on the way.
I am satisfied with the outcome but still unsatisfied with their
policy of automatically denying any claim of damage on RMA's.
As I've been told, this is the policy of many of the online retailers.
I think I'll just stick to brick and mortar vendors, like Fry's
Electronics (who have their own set of issues, I know)... but at least
you can inspect the product somewhat before you get to the
checkstand.
Thanks again for the feedback.
Reply
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