EggXpert.com

Hello all,

I've been a customer of Newegg for over a decade now. I've always been a fan of their insanely fast shipping, as well as their great packaging. I recently placed an order after having taken a break from purchases for quite a bit due to the lack of money. I was stoked to know it my order would be arriving only a day after having placed it. And here is why I'm perplexed...

 First of all, the box itself appeared to have been opened on one side. I tried not to give it too much thought and attributed it to UPS. Then came the real shock. All of the items I ordered were supposed to be brand new - I even went back and double checked that I had not added any open box/refurb items to my order by accident. I received a CPU with one of the Intel factory stickers torn, and the CPU had scratch marks on it as well. The MB's box had seen better days, and the MB itself showed signs of computer case dust (I am very familiar with this stuff as I'm inside a different case on a weekly basis. 

 I thought this might be an isolated incidence, but after browsing this forum, as well as a few others, it appears it's not that much of a rarity. Has there been a significant change over at the egg in recent years or something else that can explain the quality issues?

 
Anyway, I've filed for a RMA, but am not comfortable at all having to pay for shipping back to Newegg, when sending an open box item in place of a new one can hardly be attributed to the manufacturer.

Thanks to anyone patient enough to listen to my vent. I hope Newegg is able to work these issues out soon. I have to say though that after browsing eggxpert for a while, it's great to see such a responsive community - keep it up!
 

Er...sorry to hear ur story. Heard a similar story with u days ago....not sure the exact reason but believe newegg doesn't have a big change in its service..."sigh" Thought it should be an incident. Have u ever tried to contact CS since u are quite sure they are opened boxes items? if u can catch the rebate period, making a replacement may be a nice idea. Newegg nice CS may help u out.=D but anyway, thanks for ur feedback. Hope newegg will figure it out. XD

Barack:

Hello all,

I've been a customer of Newegg for over a decade now. I've always been a fan of their insanely fast shipping, as well as their great packaging. I recently placed an order after having taken a break from purchases for quite a bit due to the lack of money. I was stoked to know it my order would be arriving only a day after having placed it. And here is why I'm perplexed...

 First of all, the box itself appeared to have been opened on one side. I tried not to give it too much thought and attributed it to UPS. Then came the real shock. All of the items I ordered were supposed to be brand new - I even went back and double checked that I had not added any open box/refurb items to my order by accident. I received a CPU with one of the Intel factory stickers torn, and the CPU had scratch marks on it as well. The MB's box had seen better days, and the MB itself showed signs of computer case dust (I am very familiar with this stuff as I'm inside a different case on a weekly basis. 

 I thought this might be an isolated incidence, but after browsing this forum, as well as a few others, it appears it's not that much of a rarity. Has there been a significant change over at the egg in recent years or something else that can explain the quality issues?

 
Anyway, I've filed for a RMA, but am not comfortable at all having to pay for shipping back to Newegg, when sending an open box item in place of a new one can hardly be attributed to the manufacturer.

Thanks to anyone patient enough to listen to my vent. I hope Newegg is able to work these issues out soon. I have to say though that after browsing eggxpert for a while, it's great to see such a responsive community - keep it up!
 

Contact Jas0n. He can get you a UPS sticker thing that makes the shipping back free.

As for why you got used items, I have no clue. To a newegg employee, what's going on here? Are they all coming from one of the warehouses or several? I'm guessing there's some mix-ups happening where staff is somehow accidentally placing open-box items along with the retail/OEM items?

Thanks for sharing this experience. Not sure how this happened, but I will submit an investigation report to make sure things like this don't become common. PM me with the RMA number, and I will send you a UPS return label.

Thank you all for your responses and support. My confidence in the egg is making a rebound as I am reminded of their awesome customer service through everyone here. I was just a bit shocked at first since this was my first big (well at least for me, even though most might consider my components [ie. pentium dual core] "budget") purchase in quite a while.

maple29: Yes I hope Newegg is able to figure it out too. Also, that other story you were referring to is the main reason why I made an account here and decided to post. So, my thanks to that person as their experience has made my search for help possible. Thanks to you as well for your response.

TVVCR6: No clue what's going on either. I did recently watch that Newegg warehouse tour and can't blame them for a mistake or two though seeing how huge that place is. If it helps, I am on the East coast so I believe my items were from the NJ warehouse (in case we can pinpoint the source of the issues). Btw, thanks for referring Jas0n - in fact he appears to have found me first.

Jas0n:  Thank you for what seems to be a truly spot on display of customer service at its best. In my few days of browsing this forum, I can't help but notice the efficiency with which you manage it. You sir

 
 

Just wanted to post a quick update. Jas0n has come through and fixed everything up. Received brand new replacements with the factory seals intact. Thanks all around to Jas0n and this forum!

Barack:

Just wanted to post a quick update. Jas0n has come through and fixed everything up. Received brand new replacements with the factory seals intact. Thanks all around to Jas0n and this forum!

 

Wow, That's Awesome!
 

I liked to applaud you for being fair and forthright in your criticism. I know I can speak for a few of us here, it really burns us and I when people open their accounts the very day they've got an issue, and then take cheap shots at one of the best companies around. And as you found out, they're more than willing to right a mistake.

Some frustrated customers think they're buying from UtopiaEgg.com, and I always ask for them to show me this perfect world, where mistakes aren't made. I never to get any directions. LOL.

But again, I applaud your frankness and being fair.

Penewah!

Thats what I am saying, New egg is cool with stuff like this.  They are really fair and will do their best to help you out.  I had to return a CPU and also a stick a ram and they did not hassle me at all.

 

Also, you did the right thing with your attitude, it goes a long way.  At my job for example if a person comes in with a bad attitude and makes our life hard we do just enough to get them to leave, but if you come to us with a real problem and are nice and have a good attitude we'll take care of you like a king.

 

Being fair, and polite goes a long way in the real world.