The Newegg drama gets WORSE

Sheesh. It's a good thing I can't buy a GPU anyways


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[Shawn-sensei]

It becomes malicious and fraudulent when they open the returned product, see the RMA sticker that clearly shows how it had been defective for months, and then still go and blame the customer.

[jeffl]

As a business owner of over 25 years, I know a lot of these corporations have an unofficial policy of deny all claims or returns unless the customer throws a fit. It's crazy how many people will just accept a no and move on. This really seems to be the case with Newegg in my opinion. They deny returns for any fathomable reason and hope the customer just accepts it. In this case, the customer was a content creator that made a stink and now Newegg has egg on their face (pun intended).

[subzero]

newegg : We got caught selling to influencer a defect product with rma sticker.
customer : So what have u learn?
newegg : Never get caught.

[BenHeckHacks]

Remember when Tiger Direct and Newegg were awesome? Here in Wisconsin we'd get Tiger stuff next day back when they had a warehouse in Illinois (this is pre Amazon days)

[juances]

I find the lack of interest in trying to solve the issue with their customer (until it was made public of course) as malicious.

Maybe they sold it by mistake, maybe the dude that handles returns didn't know the board was sold by mistake. But after so many back and forths you would expect them to double check their own RMA chain and notice the issue. If GN could track it, it shouldn't be hard for Newegg themsevels.

[depth]

I have worked in multiple industries where the official policy is always “safety first” or “safety above all else” but then all the productivity metrics, employee performance reviews, and various incentives all point to the exact opposite. Get your stuff done faster cheaper. This is pervasive throughout most of the economy, it’s a bullcrap world. So what I think happened at Newegg is the new Chinese management gave or took raises, vacation and other perks to people who were the most “efficient” while simultaneously having policies on paper and motivation meme placards hung up on the wall all talking about “ethics” and “customer satisfaction”. Race to the bottom in employee integrity ensues.

[marcofeature]

If Newegg actually looked at the MB, they would see the RMA sticker and knew the customer is not at fault. Apparently, the Newegg customer support had no intention to actually solve the customer's issue or to verify the customer's claim. The "thermal paste", "picture of the damaged socket" are just reasons to spin the customers away.

In this sense, Newegg's practice is totally malicious and they knowingly ripped off numerous customers already.

[MikeLinPA]

Newegg went drastically downhill a few years back when they became a marketplace and not a store, and I stopped doing business with them, however, I am saddened they have deteriorated this badly.

B&H is a great store! Their service is like what Newegg was years ago! The only problem is they aren't specifically a computer store.

[addanametocontinue]

The fact that the RMA sticker was still attached to the board is a good indicator that something went wrong somewhere. I want to believe that Newegg does intentionally resell shit boards, but will normally remove the RMA sticker. Some idiot at Newegg forgot to remove the stick and that exposed Newegg's scummy practices.

[KittenCece]

In my opinion, the damning part of these experiences is the customer treatment.
We can speculate to the moon and around and back again, and never know if it was an honest oopsies, or a malicious practice on Neweggs part. But what we can (and should) crucify them on, was their treatment of their customer - period. But then also how rapidly that treatment shifted when that customer went from “nobody” to a HUGE influencer.
Support was TERRIBLE. Between the seemingly intentional not-understanding when explaining the situation, and the terrible communication experience in general, combined with the fact that they insinuated on many levels that the customer was lying.

The whole situation was shit. But the way the customer was treated - absolutely unacceptable.

[FiveOclock]

I'm lucky enough to have a microcenter 15 minutes away, so I never have to touch those websites. But I hope new egg learns from this and moves in a direction to make sure stuff like this doesn't happen again, I don't want to see amazon being the only place to buy enthusiast pc hardware.

[coyotestarkjg_]

Newegg was already on my bad list when they started selling gpu's at scalper prices...

[romank]

I am amazed at number of people pretending "open box" label is free pass to sell e-waste and its customers fault for buying it.

[Reign_In_Blood_]

I have a feeling this MB is going to cost NewEgg a lot more than $500.

UFD Tech got screwed too, not only that but a charity event that NE was contributing to.

[nopenope]

LINUS HIT THE NAIL ON THE HEAD!! I used to work at Kohl's for online orders (pick up and ship out) and our store had to reach the unachievable goal of 95% success rate for picking merchandise ON THE STORE FLOOR when people are constantly grabbing merchandise and placing it elsewhere, stealing merchandise, hiding merchandise, destroying merchandise and so on. Like I said, this goal was impossible but corporate was always breathing down my store managers neck to get it done. One day she tells me, "I can't always watch what you're doing, so if you decide to ship the wrong items to close out the order... well, that's on you." I knew I was basically being told to ship out wrong merchandise in order to make our store look good. I quit not long after that.

My point is management definitely has the ability to manipulate associates in committing shady practices in order to make them look good, so yes, I totally agree with Linus' point!

[alvinlepik]

The icing on the cake is Newegg (frantically) trying to get a hold of GN on the PHONE while GN themselves (and many many other customers) have to go through the slow channels to get in touch with Newegg.

[markdatton]

The likeliest problem here to me is that Newegg has terrible item tracking infrastructure, which is hard to believe, but is the most likely option that explains most every item mishap. Employee mistakes are a thing, but it sounds like there was just a ton of miscommunication between where the item was going and where it was supposed to go etc. In that case, all it takes is one employee's mistake to cause the entire rest of the chain to run off of wrong or bad information.

[JWH]

I hear Micro Center being talked about more and more and I really hope they somehow gain the capability to expand to take up some of this slack, I hope a lot of people follow that recommendation.

[sportagus]

Newegg knows exactly what's going on, it's just they've never been called out on it or had their reputation in jeopardy so they've seen no reason to fix it. Now that they're under a microscope and a lot of influential people are saying don't buy from them, they're going to attempt to address the issue now.

[AlexForencich]

There are really two things that need to be decoupled. Shipping a DOA item for whatever reason due to a logistical mix up...it happens. Not really a major issue so long as the company makes it right, and it's not a super common pattern. In this case they probably got a pallet of stuff back from the mfr, and someone assumed it was all fixed and ready to be sold as open box without actually checking everything properly. The real problem here is what happened when the board was returned to newegg, as at that point it should have been immediately clear what had happened due newegg's own RMA sticker, and newegg should have fixed it properly instead of turning it back on the customer.