New Egg

[jlshug]

Just a note about my experience dealing with New Egg. I am a complete novice when it comes to building a pc. I got a list from a friend of mine exactly what i would need to create my dream machine. I placed the order and everything seemed to be fine. The part of the order that came from N.J. was here in two days. The case showed up about four days later. I then called my friend and we set a time to get together and build my new PC. Well everything was going smoothly until it came time to turn on the power. To my surprise the power supply was not working (we should have known something was up because it was not even screwed tight in the case thank goodness my friend had a spare power supply or my build would have been a waste! So after putting in all the components we take notice that the case looks like it had been dropped on the front corner damaging the top and making it so the front panel wouldn't close. Well after all the work we went through there was no turning back so we completed the build and today I called New Egg to get another case. Their first response to me was well return the case and we'll replace it. I explained that we didn't have a spare case and we completed the build and I needed a good case to move the components into before I could return the damaged product. To make a long story short I had to purchase a new case before they would replace the old damaged one and then they put me on the clock to move the components to the new case. This is my first large order with this company and I feel since they sent me a damaged case in the first place they should have immediately replaced it so I could make the move and not have the money tied up for two cases. Does anyone out there agree with me?

Here is an update concerning the damaged case I received from NewEgg and how it's replacement and return was handled. I was contacted by a senior member of their customer service department named Dianne. She was very understanding of the my situtation. After talking to Dianne I received a new case shipped over night and this past Sunday I proceeded to switch the components from the damaged case to the new case. It's exactly that type of customer service that will keep me coming back to NewEgg. Thank You again to Dianne and NewEgg.

[nomaxim]

If the case was damaged you should have stopped right there and returned the case. Same thing if it had been the wrong case.

NewEgg is pretty good about these kind of matters. Always check for visible damage to the item or the packaging first thing. Some merchants may not have accepted a return as the case was used, for example.

Also, you must consider the possibility that the shipper may have damaged the case in transit.

[Atomic Rooster]

I agree with nomaxim. If you knew the case was damaged when you received it, you should have immediately contacted Newegg for a replacement.

Newegg is one of the best when it comes to customer service as evidenced by their initial reply to replace the case if you returned it.

[jlshug]

The PC build was done 9/07 (Sunday) and I did call New Egg as soon as the damage was discovered, customer service is not open. Like I said my old pc had died and I had no other choice but to use the damaged case till a new one could be received. The power supply was not securely mounted in the case and bounced around the entire trip from California. I like New Egg products and their prices, it's the manner in which they want to replace their damaged case that has me irritated.

[Steve R Jones]

What they did is pretty standard. If they shipped first, they'd have no recourse if you didn't return the bent case.

[mylanta3]

OK first of all Jim posted in the wrong place, I wanted him to review for Newegg as this is a real legitimate grievance.
He was 2 hours away at my home for the build. The damage to the case was not really obvious when we opened the box though I should have noted it had been retaped for shipment, that was obvious. We mounted the cpu, motherboard, ram and all board wires then when we went to mount the dvd burner and floppy drive, we realized the case front would not pop back for the first time. That is when we noticed the creases in the top of the case preventing that. It honestly looked like someone 300 lbs sat on it but the damage was not terribly obvious until you try to close the case front.

Because of the time and distance, we elected to continue. Then I noted the screws half out on the psu from the case in back when it failed to start up. It had posted outside the case originally so I didn't realize that was all it would do as the psu was also shot and it would not boot once everything was installed until I changed the psu out.

Obviously this case was damaged and it looked as though someone started to remove the psu, when it was wrapped and shipped so this is more than a simple damaged case, this was in addition no inspection of an obviously opened box and concealment of the damages by another employee.

In a similar situation 2 months ago with the same maker case, Newegg shipped a new case to the customer with no charge and told them to toss the case away, and I happened to be present at that build also in Sellersville Pa. Now why did they not do that with this customer who was also a first time buyer, who bought every single component for this build form them including the operating system for over $700. That stinks Newegg and it is posted on my forum Kickenhardware.net for all to read!

[sportyinc]

I have purchased many cases from Newegg and they ALWAYS arrived in the factory box.
First of all, the case was obviously damaged in shipping and not by Newegg. Most companies would have told you to file a claim with UPS for the damage.
Second, the power supply problem is probably a direct result of the shipping damage.
Again, most companies would have told you to file a claim with the shipper taking weeks instead of days.
Filing a claim with UPS would save you on the cost of shipping the case back to Newegg, but take a longer time. UPS may still require you to send the case to them. Buying a new case and returning the bent one for a refund is a reasonable solution.
Newegg has very fair and very fast customer service.
You are lucky you didn't make this purchase somewhere else.

Dear Customer,

Thanks for taking the time to post your informative review. We greatly apologize for any inconvenience you have experienced due to your situation. At your earliest convenience, please contact Alex at 800-390-1119 ( dial 25040 immediately ) or by email at alex.a.villarino@newegg.com for further assistance.

Sincerely,

Newegg.com

[ozar]

Does anyone out there agree with me?

Sorry, jlshug, but I can't agree with you on this issue.

Anytime you are in a bind and can't give up a product that is to be returned just yet, but you still need a quick replacement, you get online and order the replacement. The RMA procedure with Newegg runs long enough in time for you to get the damaged item returned.

[jlshug]

Here is an update concerning the damaged case I received from NewEgg and how it's replacement and return was handled. I was contacted by a senior member of their customer service department named Dianne. She was very understanding of the my situtation. After talking to Dianne I received a new case shipped over night and this past Sunday I proceeded to switch the components from the damaged case to the new case. It's exactly that type of customer service that will keep me coming back to NewEgg. Thank You again to Dianne and NewEgg.