is this newegg standard operating procedure?

[pummer]

A client of mine -- who preferred to order the parts themselves and then pay me in cash -- got a case from newegg. He received it, brought it over to my house, and it was damaged. The bottom was bent, the side panel was bulged out because of this, and the window was scratched.

Needless to say, I was displeased. I called up newegg this morning, and I was told I'd need to call fedex for a claim number. Upon calling fedex, i was told that only the company could request a claim. I called back newegg, and they told me what I needed was a control number, not a claim number.

Called back fedex. I was given a control number, and told that they would be at the client's house within business hours tommorow to examine the damaged package and pick it up. I called newegg, gave them the control number, and was told I would be contacted tommorow by another department who would resolve this matter.

Is this the standard way these things are handled? I'm feeling a bit of the runaround, though this might simply be an error in speech by the initial newegg rep i talked to. I was planning to have this done by Christmas, but there's no way I can do that now that the case itself is damaged. Do you think they'll offer me overnight shipping (in which case I'd have it Friday) or perhaps an upgrade?

 

[sandman001]

I would have just done a standard RMA for it, saying it came damaged, and they should have said ok and gave you an RMA number.

 

[Cornel]

I would have just done a standard RMA for it, saying it came damaged, and they should have said ok and gave you an RMA number.

That's very true, but the shipping ($10-15) and the restocking fee (15%) can sometimes be pretty hard to swallow... Especially when it's not your fault...

 

[pummer]

yeah i wasn't really sure -- the original rep kind of pressured me into it as that's what I was looking to do. the box itself is battered, though, and the packing styrofoam was broken before I opened the box. This, with a box marked FRAGILE. Sometimes I think you're better off not marking it at all.

 

[pummer]

UPDATE:
fedex came today (wednesday) and inspected the package and took it away. I called newegg. Was informed vaguely that they would ship out another new one via 2-day or overnight shipping. I'm still not really happy, but we'll see how long it takes to get here.

 

[snvpa]

its not neweggs fault, fedex busted the package. hopefully you'll get it soon.

 

[Aktunka]

Yeah, the way these things should work is this.

You get the item and check the package. You will find one of three things with your package...

1. Package and all contents are in perfect order

2. Shipping package is in good condition, but item within the packaging is damaged.

3. Shipping package is damaged and the item within the package is damaged as well.

Ok, in the case of finding number 1, there should be no problem of course and you go on with normal procedures. If you find number 2, then it seems as though somehow the device got damaged before being shipped and in that case you would call newegg first. If you found number 3 then the most likely problem would come from it being damaged during the shipping, in which case you would call fed ex first (in actuality though, if the box was all damaged up like that the person should have checked the item before letting fed ex leave, but that is water under the bridge in your case). It is up to the shipper to pay for damages if their handling of the package causes damage to the items inside, as long as you had them properly packed.

As for dealing with Newegg, I have always found them to be exemplary in their customer service. And Cornel, when requesting an RMA where you just want a replacement the shipping is however much you ship it for. You can send it back US Mail if you want or however is cheapest for you, Newegg pays for the shipping of the new one back to you. Also, there is no restocking fee unless you are requesting a refund. RMA for replacement of the exact same item has no restocking fee. As for Newegg offering upgraded shipping, you could ask, but since it appears that they are not the ones at fault in this situation since the damage appears to have been done by Fed Ex, then they really aren't under any sort of obligation to you to give a free shipping upgrade. And the original issue talking with the newegg person I would bet was just a miscomunication. With all the people that they are talking to around this time of year I can easily see how someone could say claim number while meaning control number. Both very similar.

 

[pummer]

More troubles. Looked at status on newegg today (monday) and saw that the order for the replacement was only entered friday 12/26 when I was informed it would be entered that wednesday when i called. also, the order only had standard shipping when i was told i'd get 1- or 2-day.

So, I called them. CSR was very helpful, she changed my shipping to 1-day for no charge and told me i'd have the case tommorow or at the latest wednesday.

so it looks good

 

[Cyrix_2k]

BTW, if the package is REALLY beat-up, I'd just refuse it. No restocking fee to eat or anything. Then order a new case to replace the beat-up one.

 

[pummer]

yeah, too bad fedex left it at my client's door, in the snow no less

oh well after getting this entire conflict resolved, needless to say i guess i'm satisfied. new case came today in mint condition. all's well that ends well