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The Forgotten Newegg Promise
MSI GT70 0ND-491US - Complaint
Review by dtbr on 2013-02-21
Rating: 
WHITTIER, CALIFORNIA -- I purchased an MSI GT70 0ND-491US $1900 laptop on the 6th of February with next day air.. Got it 2 days later. Drive was clicking but had no smart errors (still seen many drives have mechanical failure with no signs in SMART) Then by time I tried to pair my phone via bluetooth - it would not work either. So took necessary troubleshooting measures to find out that nothing would solve it. The final nail in the coffin was the intermittent touch-pad issue. I was then worried I made a bad choice in laptop and asked for resolve...
It's now the 21st and I have no refund or laptop... and RMA status still shows as received (they are dragging their feet) And lets not forget that the mail in rebate expires on the 28th.... I practically begged for any one of the three - 1. Refund my money, 2. In store credit, 3. Just send me the laptop I next day aired 2 weeks ago and counting. They refused and just continue to drag their feet. Also I would like to include that I shipped the laptop back to them the very next business day! with next day air!
The best part is when you view your cart newegg shows a promise --- as follows NEWEGG PROMISE Satisfaction We guarantee total shopping satisfaction. Virtually all of Newegg.com's offerings are protected by a 30-day refund policy.
The policy in the cart is completely opposite of what I am experiencing and apparently having been a customer 10 years holds no weight. I am not being unreasonable, I just want resolve. And after countless emails back and forth they are not budging from the same cut and paste responses. Not what the company it once was!
It's now the 21st and I have no refund or laptop... and RMA status still shows as received (they are dragging their feet) And lets not forget that the mail in rebate expires on the 28th.... I practically begged for any one of the three - 1. Refund my money, 2. In store credit, 3. Just send me the laptop I next day aired 2 weeks ago and counting. They refused and just continue to drag their feet. Also I would like to include that I shipped the laptop back to them the very next business day! with next day air!
The best part is when you view your cart newegg shows a promise --- as follows NEWEGG PROMISE Satisfaction We guarantee total shopping satisfaction. Virtually all of Newegg.com's offerings are protected by a 30-day refund policy.
The policy in the cart is completely opposite of what I am experiencing and apparently having been a customer 10 years holds no weight. I am not being unreasonable, I just want resolve. And after countless emails back and forth they are not budging from the same cut and paste responses. Not what the company it once was!
Comments:
Posted by leet60 on 2013-02-21:
It is unfortunate, that most major retailers have forgotten the value of a repeat customer - they simply have too many customers to be concerned over the fact you give them repeat business.
I worked for newegg in the past, in a time when they had many retail stores. My tenure was short as I don't believe in misleading a customer. At that time if you purchased software (this is in the days of the 3.5" floppy) you were allowed to return it for defects even if the package was opened. It was the store's policy to take the returned software and packaging to the back of the store, shrinkwrap it again and put it on the shelf as new. I was not comfortable with this dishonesty and have never been a customer as a result.
I worked for newegg in the past, in a time when they had many retail stores. My tenure was short as I don't believe in misleading a customer. At that time if you purchased software (this is in the days of the 3.5" floppy) you were allowed to return it for defects even if the package was opened. It was the store's policy to take the returned software and packaging to the back of the store, shrinkwrap it again and put it on the shelf as new. I was not comfortable with this dishonesty and have never been a customer as a result.
Posted by dtbr on 2013-02-22:
Newegg immediately resolved the issue by Next day air'ing the new laptop!
Posted by Wendy on 2013-06-18:
I am having problems with a defective tablet I purchased. Newegg was quick to tell me that they do not take returns on opened packages.
That is the biggest joke I have ever heard. How else does the customer find out if the item they ordered is defective if without opening the box and try the item out? I covered all my bases anyway and purchased a service contract, but I still may file a complaint with my State Attorney General and let him know of Neweggs poor business practices.
That is the biggest joke I have ever heard. How else does the customer find out if the item they ordered is defective if without opening the box and try the item out? I covered all my bases anyway and purchased a service contract, but I still may file a complaint with my State Attorney General and let him know of Neweggs poor business practices.
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