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August 2010 News Archives
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August 29, 2010 - Goose Egg For Newegg
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Well, I apologize for almost a two month gap between updates, and will explain why in this post. First, to just cover a few quick topics, Apple has an event coming up in the next two weeks, and there will supposedly be some new things unvailed, such as a new iPod Touch, the new version of the iOS, and possibly some other stuff related to Apple's latest venture into TV. Also, Microsoft's Windows Phone 7 is close at hand, with only a month or two left until it hits the market. I will be interested to see not only how the OS itself stacks up against iOS and Android, but also what developers do with the SDK, which is already available for download.
Anyway, here is what happened, and why I titled this post like I did. On the weekend of the 4th of July, I woke up to realize my PC was having some serious boot issues. After trying a few times, I did finally manage to get it to boot, but it was incredibly slow to do so. On Sunday, July 4, I experienced the same issue. So, since I suspected as much, I had placed an order on Saturday with Newegg for some new parts, including a new power supply, hard drive, motherboard, CPU, CPU cooler, RAM, and video card. I'll list the current configuration I'm using at the end, in case anyone is interested. I ended up not using the power supply, as 850 Watts is not enough to run my current configuration I guess. I also ended up choosing a different cooler from Amazon, which cools both the CPU and the RAM. Also, Newegg said that the EVGA motherboard I'm using did not have an onboard audio chipset, which turns out not to be the case, and is a good thing because it only has PCIe slots and no PCI slot for the sound card I ordered. So, I am not using that sound card. That said, here's what happened.
I placed the order that weekend, and received it in time to do the rebuild the following weekend. After rebuilding it with the new parts, I was unable to get it to POST. It would boot, but did nto recognize the video input, and that was as far as it got. So, not being sure as to whether it was the motherboard or CPU, and not wanting to waste too much time, I sent both back. Interestingly enough, the UPS ground shipping I paid to return these two parts was the same as the 3-Day UPS shipping I paid to have the entire order shipped to me. What makes that interesting is that I did not return two of the heavier components (hard drive and power supply), so I have no idea how that was even possible. After a couple days, I decided I didn't agree with Newegg's policy of charging the customer for return shipping on DoA parts. So, that brought me to conversation #1, which is shown below, with the personal identification details stripped out, as one would expect.
7:16:57 PM : Hello my name is Agent. How may I help you today?
7:17:17 PM : Me: I had a few questions about a recent RMA actually.
7:17:52 PM : Agent: Yes.
7:18:12 PM : Me: The computer for which I ordered replacement parts is
my home PC, but used in a large way for graduate school homework.
7:18:30 PM : Me: I am legally blind, and use a PC for a lot of things
(finances, shopping, homework, research, etc.).
7:19:10 PM : Me: After requesting help to assemble the new build
(replacing everything but the case and optical drives), and 4 and a
half hours of labor, I discovered that either the motherboard or CPU
was clearly a DOA.
7:19:32 PM : Me: ...if not both.
7:19:57 PM : Agent: May I have your concerns please?
7:20:55 PM : Me: My first question is why do I have to not only pay
return shipping on the items, but also how is it possible that the
return shipping was the same cost as the original shipping when the
original was 3 day and the return was ground, and the return was
nowhere near as heavy as the original shipment? And, why am I responsible for paying return shipping on DOA products?
7:22:57 PM : Agent: As stated on our website, shipping from the
customer to Newegg is the customer responsibility. Newegg ships the new item back to you at our expense. Since the products were DOA, I will go ahead and generate a prepaid UPS return shipping label for you as a courtesy. The label will be sent to you in a separate email within the next 24 hours. Please print the label and tape it onto the outside of your returning package.
7:23:58 PM : Me: The shipping label was already generated, printed, and the package sent back to Newegg, as of yesterday. So, another label would not be necessary at this time.
7:24:02 PM : Agent: The RMA xxxxxxxx replacement shipping method is UPS 2nd day shipping service.
7:24:42 PM : Agent: Okay, I just explain that usually shipping from the customer to Newegg is the customer responsibility.
7:25:34 PM : Me: I would have no problem with that whatsoever if I had
chosen to return the items for any other reason (such as I just didn't
want them) but on a defective part that never worked? If that is the
case, Newegg is the ONLY vendor I know of that does that, and I work
with a lot of online vendors to say the least
7:26:17 PM : Agent: Thank you for the information.
7:27:37 PM : Me: Yes. It was upgraded to 2 day. But, let's assume that
it takes until Monday for the original package to get back to Newegg,
according to the UPS tracking number for this RMA, two days for Newegg
to process the return, and then the package is sent to me. It would
likely arrive Monday (a week from this coming). Does that sound about
right for a time estimate?
7:28:37 PM : Agent: The RMA processing time is 2-5 business days from
when the RMA is received by our RMA department.
7:29:15 PM : Me: So, July 6 is actually the EARLIEST estimate then?
7:30:32 PM : Agent: If you need your replacement sooner, you may
contact us by phone at 800-390-1119 and we will see if we can make an
exception and change it to an Advance RMA replacement for you. It
requires entering your card information, for security reasons, we
cannot take it via chat.
7:31:12 PM : Me: What would the Advance RMA replacement do exactly?
7:33:33 PM : Agent: If approved, we will process the replacement for
you first while you are returning the original items. But if we do not
receive your returned package in 30 days, we will have to charge your
card.
7:34:03 PM : Me: Am I able to make that call now, or do I have to wait
until tomorrow?
7:35:03 PM : Agent: Yes. Our Normal Business Hours are from 5:30 am to
5:30 pm PST, Mon-Fri.
7:35:29 PM : Me: Alright. In that case, I will call and discuss this
with them.
7:35:58 PM : Agent: No problem.
7:36:13 PM : Agent: Is there anything else I can help you with today?
7:36:29 PM : Me: No. I believe that is everything.
So, I called Newegg, waited on hold for about 10 minutes, spoke to a guy who sounded like he'd rather be doing anything than helping me at that time, and got my expedited RMA. I got the replacement parts the following Monday, and made attempt #2 the following weekend (now 2 weeks in). Upon doing so, I was excited to see the machine boot this time. However, after looking around in the BIOS settings for a few minutes, I was disappointed to discover the temperature readings for one of the motherboard temperatures was climbing fast, and quickly approaching 100 degrees C. I powered it down at 99, after watching ti climb for not even 5 minutes, and took it apart again. I wasn't about to pay another return shipping fee, so that brings us to conversation #2 below, which I had on Monday on my lunch hour at work.
12:47:33 PM : Agent has joined this session!
12:47:34 PM : Connected with Agent. Your reference number for this chat session is xxxxxxx.
12:47:34 PM : Hello my name is Agent. How may I help you today?
12:48:33 PM : Me: I received a replacement ASUS Rampage III motherboard via RMA #xxxxxxxx but it turns out that board is also a DoA board. I would like to return it for a refund, and plan to order a different board (EVGA board this time) if possible. But, I don't believe I should have to pay ANOTHER return shipping cost on the second DoA board received.
12:49:14 PM : Me: Also, when sending the last one back, in a Live Chat session, a representative, FormerAgent, offered to send me a pre-paid label for that RMA, but I had already sent that package. So, since it can be done after all, I would like to ask that this be arranged for this returns hipment.
12:49:23 PM : Agent: We apologize for any inconvenience this may have caused you. Could you please verify the full name as it appears on the account?
12:49:36 PM : Me: (Blocked for privacy)
12:50:31 PM : Me: The original order was Order #xxxxxxxx
12:50:38 PM : Agent: Thank you. Let me look into this for you. One moment please . . .
12:51:07 PM : Me: Thanks.
12:51:08 PM : Agent: Thank you for holding. Could you describe the details on the problems you are experiencing with the product?
12:51:18 PM : Agent: You are welcome.
12:52:51 PM : Me: Sure...
12:53:37 PM : Me: Basically, the board powers up, but gets to 100 degrees celsius within 5 minutes, and that's just with me monitoring the temperature in the BIOS, not even with a boot or something where I would expect more heat. After about five minutes, the system shuts down. According to ASUS's web site, this is an issue with this board on a few occasions recently.
12:54:10 PM : Me: And, since I don't plan on boiling water on the motherboard, it turns out not to be such a good situation. ;)
12:54:38 PM : Agent: Do you have the retail box and all the accessories? Also, can you please confirm your current shipping address?
12:55:40 PM : Me: I have everything that came with it. Yes. Also, the address it was shipped to is (Deleted for privacy) but I will be shipping it back from my work address which is (Deleted for privacy)
12:56:58 PM : Agent: Thank you for this information. One moment please...
12:57:09 PM : Me: Sure.
1:00:58 PM : Agent: Thank you for holding. I show that the item is nonrefundable. However, since you are our valued customer, I have created the RMA for the store credit for you. You will receive the confirmation email within the next 10-15 minutes. Once we receive your item and process your RMA, we will email you a Newegg gift card to the email address on file with your account. The gift card will expire 1 year from the date issued and can be used as payment on any Newegg order.
1:01:48 PM : Agent: Could you please add the new address on the address book under your account and select is as the default address so that I can create the shipping label for you?
1:02:47 PM : Me: Is there a chance I could receive that any sooner? I only have one weekend left before my grad school classes start up again, and I am hoping to place an order for the new motehrboard (and a sound card) today, in order to get those parts by this weekend, so as to have the PC ready for grad school classes the following week. I am legally blind, and rely heavily on having a PC, which i have been without for four weeks, for both classes and other activities such as banking and shopping as well.
1:03:03 PM : Me: Sure. Adding it now.
1:04:05 PM : Me: Added.
1:05:18 PM : Me: My initial idea was to place the order today, and receive a refund when the RMA was processed to recover some of that cost. But, if you are giving store credit at a future date, that plan doesn't work, which is why I asked taht question by the way.
1:05:28 PM : Agent: Ok. I have created the pre-paid shipping label for you. Also, a second email will be sent to you within the next 24 hours with a prepaid UPS shipping label. Please print the label and tape it onto the outside of your returning package. This label does expire in 7 days, so please make sure you send this package ASAP or you may have to incur the return shipping cost.
1:06:12 PM : Me: No problem. I have it ready to go, so the shipping label is the final piece anyway.
1:07:08 PM : Agent: Yes, you are correct.
1:07:13 PM : Agent: Is there anything else I can help you with today?
1:07:38 PM : Me: Me: Is there a chance I could receive that any sooner? I only have one weekend left before my grad school classes start up again, and I am hoping to place an order for the new motehrboard (and a sound card) today, in order to get those parts by this weekend, so as to have the PC ready for grad school classes the following week. I am legally blind, and rely heavily on having a PC, which i have been without for four weeks, for both classes and other activities such as banking and shopping as well.
1:05:18 PM : Me: My initial idea was to place the order today, and receive a refund when the RMA was processed to recover some of that cost. But, if you are giving store credit at a future date, that plan doesn't work, which is why I asked taht question by the way.
1:08:19 PM : Agent: I apologize for my oversight. The RMA processing time is 2-5 business days from when the RMA is received by our RMA department, and additional 3-5 business days to process the store credit for you.
1:09:19 PM : Agent: In this case, you can place the new order online now if you would like. You will issue the store credit for you after the RMA is closed.
1:09:40 PM : Me: So there is no way I can receive a refund, despite the fact that I am technically using that money (and more since the new board is more expensive) at Newegg anyway? I really can't keep putting this off. The laptop I am using as a substitute is not sufficient for the work I need to do, and the month that has already passed has created a huge back log as it is.
1:11:49 PM : Agent: We apologize for any inconvenience this may have caused you. However, since the item is nonrefundable. We have made the exception to create the store credit for you. You can use the store credit off the next new order once you receive it.
1:14:16 PM : Me: Right. That would be fine. But, that means waiting another week and a half to two weeks to place the initial order, then waiting from that time for the shipping time of the new order, making it close to three or four weeks, which is not acceptable at this point. If the item had not arrived defective I would understand your position, but telling me that an item is non-refundable that arrived DOA and that you can't offer me an exception to actually accomidate me spending MORE money on your web site hardly makes the grade on customer service, exception or not.
1:16:39 PM : Agent: We apologize once again. Please note that the processing time for the refund and the store credit is same. In this case, I have sent the request to expedite the RMA process for you once we receive the item.
1:17:08 PM : Agent: I really understand your situation. However, this is the most we can offer.
1:17:38 PM : Me: I understand that. But, if I were being issued a refund, that would go to cover some of the cost of the new components purchased, whereas store credit is only good for future purchases. That is the difference.
1:20:46 PM : Agent: Let me look into this for you. One moment please . . .
1:21:38 PM : Agent: Thank you for holding. After double check, we can change the RMA to the refund for you if you will purchase another motherboard of equal or greater value on our site. I have left the note under your account. Please simply contact us back with the new order number and we can better assist you with this matter.
1:21:46 PM : Me: And, if that is not the case, then I'll go buy the new board and sound card somewhere else, from a vendor that stands behind their customers, and will figure out what to do with $350 worth of store credit that I needed 2 weeks before I got it and now have no use for because I just spent $3000 on components, some of which arrived defective, and the rest of which I've gotten no value out of because I need the components that arrived defective to use them.
1:22:11 PM : Me: That would work then. Thank you.
1:22:23 PM : Me: As mentioned, the board I was planning to purchase is mroe expensive, so that would be fine.
1:22:49 PM : Agent: No problem at all. Is there anything else I can help you with?
1:23:03 PM : Me: No. I believe that is all for now. Thank you.
So, other than learning Newegg's return policies suck, and that you have to argue for over 40 minutes to get them to do what they should have done in the first place, I got them to agree to a refund, sort of, and placed another order for an EVGA board, as I was concerned getting another replacement motherboard of the same make and model as my last would yield the same result. After placing the order, I sent an e-mail to Newegg with all of the information, and received a response that my card would be credited, after the RMA was processed. A few days later, I got an e-mail saying the RMA was processed, but got another one informing me that a gift card had been issued in the amount of the first motherboard. I gave it almost a week (I had rebuilt the system in the meantime with the new components and no issues), and realized I was going to have to have conversation #3.
12:08:31 PM : Agent has joined this session!
12:08:31 PM : Connected with Agent. Your reference number for this chat session is xxxxxxx.
12:08:31 PM : Hello my name is Agent. How may I help you today?
12:09:00 PM : Me: I returned Order xxxxxxxx (The ASUS motherboard) and was told I could have a refund if I purchased a new motherboard from Newegg of equal or greater value.
12:09:33 PM : Me: So, I placed order xxxxxxxx with a new motherboard and assumed that would work out. But, I got an e-mail for a gift card for the old amount instead and have not seen the credit show up so I am wondering what the deal is.
12:10:31 PM : Agent: I would be glad to assist you with that... Can you please give me one moment while I look into this for you?
12:10:44 PM : Me: Sure. Thanks.
12:14:26 PM : Agent: Thank you for waiting. Unfortunately, I show that the RMA # xxxxxxxx was for store credit, not credit so that we issued a gift card instead of credit back into your original payment method.
12:15:09 PM : Me: The last chat I had started with them telling me I could only receive a gift card but they agreed at the end to issue me credit back to my card in the amount of the motherboard if I palced a new order at Newegg for a different motherboard.
12:16:51 PM : Agent: I apologize for any inconvenience. Checking...
12:20:41 PM : Agent: Thank you for waiting. Unfortunately, the RMA has been closed and we are not able to change it for now. In this case, I would like to offer you a $20 credit back as courtesy. It will take 3-5 business days for the funds to be posted onto your original payment method.
12:23:01 PM : Me: Unfortunately? No. I saved the chat session from last time. A gift card was offered, but I said that was not satisfactory, so it was agreed that a replacement motherboard purchase could be made, and a credit for the original would be issued. The ONLY reason I palced another order was with the idea that I would receive a credit equal to the first motherboard back to the card. Now, Newegg owes me $379.99, and there is no option B.
12:25:16 PM : Agent: I understand and apologize that we couldn't assist you with this immediately. If you'd like, I can transfer you to our Escalations department who can better explain the situation. Would you like to do that?
12:25:29 PM : Me: Yes, I would.
12:25:46 PM : Agent: Thank you. One moment,please...
12:25:52 PM : Me: Thank you.
12:28:41 PM : You are being transferred to another queue. Please stand by...
12:28:41 PM : Agent has left this session!
12:28:41 PM : You are next in queue...
12:28:51 PM : You are next in queue...
12:28:56 PM : Agent2 has joined this session!
12:28:56 PM : Connected with Agent2. Your reference number for this chat session is xxxxxxx.
12:29:11 PM : Agent2: Hi Joe, I am currently looking into your issue.
12:29:16 PM : Agent2: One moment please.
12:29:24 PM : Me: Sure.
12:34:21 PM : Agent2: Thank you for your patience.
12:34:37 PM : Me: No problem.
12:35:01 PM : Agent2: You were advised to contact us once a new order had been placed so that the RMA could be changed to a refund and our records indicate you never contacted us.
12:35:40 PM : Me: Yes I did. I sent an e-mail with all of the information and was told that once the RMA was processed I would receive a credit.
12:36:16 PM : Agent2: The gift card has been canceled and a refund in the amount of $379.99 will be issued onto the original method of payment within the next 3-5 business days.
12:36:27 PM : Me: Thank you.
12:37:11 PM : Agent2: Is there anything else I can help you with today?
12:37:19 PM : Me: No, I believe that is everything.
12:37:26 PM : Agent2: Thank you for visiting Newegg.com. Please feel free to contact us anytime.
And, I did receive the credit finally. Now, I bet those of you who have never used Newegg are thinking "Wow. This place must really suck." I do NOT want to give you that impression. When I first built my PC two and a half years ago, I purchased the parts from there, and had no issues with any of them. Also, I've purchased some other things in the meantime, such as my 2 external hard drives, which I use for backing up my files each week. And, the last time I did deal with customer service, which was about 3 years ago, was over the phone, and the woman I spoke to was very pleasant. That conversation was about a laptop case I had purchased, only to discover it was not big enough (I had an Alienware laptop at the time which is a bit thicker than your average notebook), and was asking to return it. I had to pay the restocking fee, which was fair since nothing was wrong with the case, and went on my way. But, after all of the things I had to deal with this past month and a half with them, I will likely purchase my next upgrade from TigerDirect instead. I know many people use Newegg and love it, and many of those same people have had excellent experiences with their customer service. I, unfortunately, did not have that same experience.
As promised, here is my current PC build information. I've been running on it for 2 weeks now, without issue, and have enjoyed the excellent performance so far. The temperatures stay in a decent range as well, despite the fact that my bedroom tends to get pretty hot in the summer.
Case
LIAN LI PC-P80 Black Aluminum ATX Full Tower
CPU
Intel Core i7-980X Extreme Edition Gulftown 3.33GHz 6 x 256KB L2 Cache 12MB L3 Cache LGA 1366 130W Six-Core Desktop Processor
CPU Cooling
COOLER MASTER Intel Core i7 compatible V10 Hybrid TEC RR-B2P-UV10-GP 120mm CPU Cooler
Power Supply
PC Power and Cooling T12W 1200W ATX12V / EPS12V SLI Ready CrossFire Ready Active PFC Power Supply
Video Card
EVGA 015-P3-1480-AR GeForce GTX 480 (Fermi) 1536MB 384-bit GDDR5 PCI Express 2.0 x16 HDCP Ready SLI Support Video Card
Hard Drive
Western Digital VelociRaptor 600GB 10000 RPM 32MB Cache SATA 6.0Gb/s
Motherboard
EVGA 170-BL-E762-A1 LGA 1366 Intel X58 4-WAY SLI Classified XL
RAM
CORSAIR DOMINATOR 12GB (6 x 2GB) 240-Pin DDR3 SDRAM DDR3 1600 (PC3 12800) Triple Channel Kit
Optical Drive 1
2x LG Black 6X BD-R 2X BD-RE 16X DVD+R 6X BD-ROM 4MB Cache SATA Internal Blu-ray Burner Super Multi Blu-ray Disc Burner & HD DVD-ROM with LightScribe Support
Optical Drive 2
2x SAMSUNG Black 20X DVD+R 8X DVD+RW 16X DVD+R DL 20X DVD-R 6X DVD-RW 12X DVD-RAM 16X DVD-ROM 48X CD-R 32X CD-RW 48X CD-ROM 2MB Cache SATA 20X DVD±R DVD Burner with LightScribe Support
External Hard Drive
2x Western Digital My Book Mirror Edition 2TB USB 2.0 Black External Hard Drive
Monitor
ASUS LS201 Black 20" 5ms DVI LCD Monitor with 9H Hardness Coating 300 cd/m2 2000:1
Speakers
Eagle Tech ET-AR504LR-BK 2.1 Soundstage Speakers with Subwoofer & Remote
Headphones
Logitech ClearChat Style Headset
Keyboard
Saitek PZ30AU 104 Normal Keys 4 Function Keys USB Wired Standard Eclipse Blue Backlit Keyboard
Mouse
Microsoft Optical Wheel Mouse
Operating System
Microsoft Windows 7 Ultimate 64-bit
--Master Joe
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