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NewEgg - All about Taking Responsibility

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sandgk

sandgk

Watson, Crick & A Twist
Giving credit where credit is due.

NewEgg is on online reseller of computer parts - one I've used with success in the past. Not so much this time.

Received my order of parts for a computer rebuild - all went well till the Video Card ...

should have come with several adapters, that were clearly shown in their online ad:


attachment.php


Of course - none of these were in the box. So, for the first time I had to use their online customer service chat function - which went like this:
Please wait while we connect you to a Newegg representative.
Thank you for contacting Newegg. My name is Skylar. How may I assist you today?
Skylar: Hello, how can I help you?
Me: Hello Skylar - I sent along to NewEgg last night a message about a deficiency with my order
Me: I can give you the details if it would help
Skylar: Sure, what is the issue?
Me: Following -
Me: Item 4 on order MSI 626 913 0828 - your item # N82E16814127336 did not ship with items shown in package description ?
http://c1.neweggimages.com/NeweggImage/productimage/14-127-336-02.jpg Adapter DVI -
Specifically - DVI to VGA/D sub adapter - missing
HDTV composite cable - missing and
S-video composite adapter - missing
Me: Oh, yes - and the card is absolutely needed - prefer to have missing parts sent, rather than return the whole package.
Skylar: You would have to contact the manufacturer to have them send the missing parts. If not we would need the whole item back in order to do the replacement.
Me: Why would I have to contact the manufacturer when it is NewEgg that has sold me a package which lacks the promised parts? You are putting the burden on the customer - when as seller it is NewEgg that dropped the ball.
Skylar: Because we are a reseller only. Meaning that the items are sent to us by the manufacturer. We do not open or test any items before sending them out.
Skylar: The manufacturer would be able to send you that stuff. Since we are resellers we don't have extra pieces lying around and we cannot open any of the packages to send you those things.
Me: Quote - "We do not open or test any items before sending them out. " Yes, but you do advertise them as complete - thus it is your commercial responsibility to rectify the issue.
Skylar: Sir, as stated we cannot send the accessories. You either need to Rma the item or contact the manufacturer.
Skylar: We cannot open any of the items to send you the accessories.
Me: Besides which - on contacting the manufacturer the likeliest negative response from them is that NewEgg showed the wrong parts as being in the specific package. I mean, what guarantee is there that MSI will go - wonderful, NewEgg landed us with another request for three missing parts, we'll gladly pony up >$10.00 in shipping and parts to fix their mistake?
Skylar: So are you stating that the manufacturer would send you the items for $10.00?
Me: I'm saying that MSI's likely cost burden to fix your company's error will exceed $10.00
Skylar: As stated I can make the Rma for a replacement for you. If not you will have to contact the manufacturer for the parts. Would you like me to make the Rma?
Me: Not at this time, though the situation may be revisited. Off to MSI to see if they can be NewEgg's greater fool
Skylar: Is there anything else that I can help you with?
Me: not really
Click to expand...

Great stuff there NewEgg - :shake: - we just resell them - we don't check that what is advertised is in the package, at any time, and now you have to do our legwork to get the manufacturer to hold up NewEgg's end of the deal.

This isn't over.
 

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You are screwed in either event because you will lose time and money over this. Either jump through their hoop or get it from somewhere else.
Sometime when we are bored shitless ask me about my prescription fiasco.
 
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Like gator said, I'd just return it. Newegg's RMA policy is very good.

Not going to lie, sandgk, but I don't think Newegg is at fault. Was your video card an OEM open box, or a retail? If it was a sealed, shrink-wrapped retail box and it didn't come with the adaptors, Newegg has a case - how should they know every single box they sell is packed properly? If it's an OEM open box (that only comes with the video card - no box, no adapters, no nothing), and Newegg clearly said that it SHOULD come with the correct adapters, then Newegg is at fault for not labeling the product correctly on their site.

FWIW, I've spent thousands of dollars on that site without any problems.
 
Upvote 0
Same here, I've been buying from just about exclusively from newegg for 4+ years and haven't had any issues yet.

Most of the online retailers have disclaimers about their pictures not being legally binding as to what you will receive. I can't find such wording on newegg right now (haven't looked too hard). However, newegg is usually good about showing exactly what will be in the box when it arrives.
 
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BrutusMaximus;1137064; said:
I have never had a problem with anything from newegg. Order from them probably once every 2 weeks. Was the vid card an OEM version?
Click to expand...

That is normally the problem is you don't get the accessories. Newegg will often show pictures of the accessories because it us what they have, but if it's OEM nothing is included except the main part. I think they now post warnings about that. Heck, happened to me, but then I realized I ordered an OEM part. Of course I have so many damn connectors it's rarely an issue.
 
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BrutusMaximus;1137064; said:
I have never had a problem with anything from newegg. Order from them probably once every 2 weeks. Was the vid card an OEM version?
Click to expand...
Boxed as shown - and as others have echoed - this is more a disappointment than an outright condemnation. NewEgg has generally been a good egg. Here they laid an egg. Why do I say that? Because it has happened before with the very same card - so it isn't as if NewEgg didn't know that there was not a problem. (See the comments - which I didn't see up there at the time I ordered, though the date of the comment purportedly predates my order).

Pros: Haven't used it - so will not commentCons: Did not ship with adapters as pictures and text suggests. I specifically needed the S-Video to component adapter, so it is being returned.
Click to expand...
 
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Don't underestimate a packing error on MSI's side. Just because one other person (we know of) has reported the same issues doesn't raise huge flags with larger retailers. As said above, newegg can't check every package and 99% of the time a pleasure to work with.

I will whole heartedly agree though, this is quite frustrating.
 
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