Fair warning, the following is mostly for my own therapy:

 

I am pretty livid with Newegg. I have never had an issue with them until recently. I got a motherboard that had SATA ports that were defective. I went to the manufacturer, just to be safe, and they confirmed it. I thought, no big deal, I will return it to Newegg as I am still within the 30 days. Having been burned by other companies before though, I took pictures of it right before I boxed it up. However, Newegg would not honor my RMA because they say it was damaged. They said some pins in the CPU socket were bent. At this point I still wasn't too worried because they have bent over backwards for their customers before and I had taken photos before I sent it. I talked to a rep and explained the situation. I sent some photos and the rep talked to a supervisor. They would still not honor the RMA but offered a $75 credit for repair costs for the manufacturer to fix it. They said the protective cover for the CPU was not put in place. This is when I started getting mad.

 

First off, I am certain I put that protective cover in. Even though I trust(ed) Newegg, I was hyper vigilant in following their RMA instructions and, for reason already stated, even took photos in case they claimed something just like this. Secondly I highly doubt the manufacturer will take the board back if it is damaged (Newegg still has not sent me photos of said damage), and even if they do, I already replaced the board with one of a different brand as I couldn't wait for an RMA and I didn't really get a good feeling going through that manufacturer's customer support. So they would just fix it and send it back and I'd still be out $520 and stuck with an extra board that I probably won't be able to sell. Even if I could, it would be a huge and untimely inconvenience and I would still loose a lot of money from the whole ordeal. Besides, why should I have to go through that ordeal for something that is their fault?

 

I am still trying to deal with Newegg on this matter and it is ridiculous! They keep trying to find something they can do (without refunding my money) and I keep getting bumped up the chain. I don't know why they want me to deal with the manufacturer. They should be the ones doing that. They keep saying this about the board being damaged, being extra careful to not blame me for it, nor to claim responsibility. While I understand their position on the matter, I just find it infuriating, especially since I have sent them the photos showing it was undamaged when I sent it. From now on, anytime I do an RMA, I am getting full uncut video of me showing the condition of the board, boxing it up, showing all labels, tags, etc, and handing it over to the sipping company. Apparently that is the only way to ensure I can't get blamed for damage their receiving or RMA department did.

Contact your credit card company. Dispute the charge. They will investigate. I use AMEX and have never had a problem (done 3 times in last 5+ years). You are within 30 days. I once bought something that failed within the return for exchange warranty period and tried to contact the store only to find they were in bankruptcy, not answering their phones, and no way to contact. Amex refunded my $600 and told me to keep it unless the store asked for it to be shipped back. They never did.

 

Newegg has been good company and I am surprised you are having this problem.

I know! Me too! In two months exactly, it will be 10 years I've been with them. It was actually with a debit card from my bank. Would that matter? I need to do it quickly before my 30 day window closes. I hate doing that, but it's $520.

I know! Me too! In two months exactly, it will be 10 years I've been with them. It was actually with a debit card from my bank. Would that matter? I need to do it quickly before my 30 day window closes. I hate doing that, but it's $520.

 

You should NEVER use your debit card online.  You do NOT have the same protections as a credit card.

If you google this, you will see that newegg has pulled this trick many times.

 

 

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I know! Me too! In two months exactly, it will be 10 years I've been with them. It was actually with a debit card from my bank. Would that matter? I need to do it quickly before my 30 day window closes. I hate doing that, but it's $520.

 

You should NEVER use your debit card online.  You do NOT have the same protections as a credit card.

 

Not to stir a pot but this is directly from Visa website "Debit cards have the same security protections like as credit cards.Just like credit card cards, debit cards have Zero Liability* fraud protection and dispute resolution options."

Not to stir a pot, but this is in theory, in reality getting that protection and getting your money back when using the Debit card is much harder than when using the Credit Card, and also until all is resolved your money is in limbo. on CC case your money is in your bank account.

 

I know! Me too! In two months exactly, it will be 10 years I've been with them. It was actually with a debit card from my bank. Would that matter? I need to do it quickly before my 30 day window closes. I hate doing that, but it's $520.

 

You should NEVER use your debit card online.  You do NOT have the same protections as a credit card.

 

Not to stir a pot but this is directly from Visa website "Debit cards have the same security protections like as credit cards.Just like credit card cards, debit cards have Zero Liability* fraud protection and dispute resolution options."

I feel your pain and it shouldn't have to go through all that.

 

But, for what it's worth, I had a gigabyte board that was way out of warranty and I'm sure had bent pins before I started diagnosing my issue.  I tried fixing it myself.  Needless to say I bent even more.

 

I contacted Gigabyte told them the whole story and basically I told them I know I broke it and to fix it and bill me.  They returned it fixed at no charge. 

 

I know this doesn't really help; but if by chance it is a Gigabyte board at least you know they are willing to go a little extra to make a customer happy.

Not to stir a pot, but this is in theory, in reality getting that protection and getting your money back when using the Debit card is much harder than when using the Credit Card, and also until all is resolved your money is in limbo. on CC case your money is in your bank account.

 

I agree, your money is out of your bank account and you have to wait for it to get put back; whereas, they can just freeze the  credit card transaction until it is resolved. I was just disagreeing with the statement that you do not have the same protection, you do have the same protection.

Yes.... this is what I was trying to day!

 

Not to stir a pot, but this is in theory, in reality getting that protection and getting your money back when using the Debit card is much harder than when using the Credit Card, and also until all is resolved your money is in limbo. on CC case your money is in your bank account.

 

I know! Me too! In two months exactly, it will be 10 years I've been with them. It was actually with a debit card from my bank. Would that matter? I need to do it quickly before my 30 day window closes. I hate doing that, but it's $520.

 

You should NEVER use your debit card online.  You do NOT have the same protections as a credit card.

 

Not to stir a pot but this is directly from Visa website "Debit cards have the same security protections like as credit cards.Just like credit card cards, debit cards have Zero Liability* fraud protection and dispute resolution options."

Yes.... this is what I was trying to day!

 

I believe you, it's more of a sensitive subject on my part. I probably shouldn't have posted anything but what fun would that be? 

I feel your pain and it shouldn't have to go through all that.

 

But, for what it's worth, I had a gigabyte board that was way out of warranty and I'm sure had bent pins before I started diagnosing my issue.  I tried fixing it myself.  Needless to say I bent even more.

 

I contacted Gigabyte told them the whole story and basically I told them I know I broke it and to fix it and bill me.  They returned it fixed at no charge. 

 

I know this doesn't really help; but if by chance it is a Gigabyte board at least you know they are willing to go a little extra to make a customer happy.

 

It is not a Gigabyte board. Actually, they are the reason I now take photos. I had a board that was out of warranty but I paid to have it fixed and they said it was damaged. They sent me a photo and there was a significant chip in the side of the PCB. Luckily, when I was filling out the RMA info at work, I texted my wife, asking what the serial number was and she replied with a photo of the serial number. In that photo you could see that section were the damage would have been and it was fine. I politely mentioned the photo. They didn't even ask to see it but refunded my money. I was only out the shipping. I was already not fully functional and very old so it wasn't a big deal. This was a few months ago and this board I am having issues with Newegg about was meant to replace that Gigabyte board. That is why I decided to take photos this time. If I ever have to do an RMA again, I am taking continuous video from every angle, every, tag, label, sticker, or number, me boxing it up and handing it to UPS.

I don't know. Should I talk to my bank about it? That seems a little extreme and more of a headache. I'll swing by after work to see what they say. Newegg is pretty much avoiding saying anything more other than reiterating their offer of credit. I will talk to my bank today. If all goes well, tomorrow I will call Newegg and tell them if I do not get a refund, I plan on disputing the charge with my bank.

I would call the number on the back of the debit card and dispute the charge. Tell them you have photos showing it was returned in proper way and ask what to do. Let them talk to Newegg. Don't threaten Newegg or issue ultimatums. Tell the VISA people that you feel there must have been a mixup of your return because you are a good buyer and followed the rules for returns, but that you have been unsuccessful at resolving the issue with the vendor and need to request their help. No bashing the vendor. Be professional.

 

You have posted a compelling case here and if true I believe you will get the money back in your account. 

 

I believe they will ask the vendor for evidence you didn't follow procedure and they may ask you to share your evidence. Tell them you have bought motherboards before and installed them successfully. You are a knowledgable consumer. Provide evidence of prior purchases. In the end the vendor has no say. It is part of their vendor agreement. The cc company will simply adjust their next payment to the vendor and credit you. Newegg could black list you - not sure. After the experience you may be looking elsewhere anyway.

 

BTW I definitely recommend Amex. The customer is always right with them. If there is a benefit of the doubt it goes to you, the buyer. Others may be the same but these guys are top notch, and never questioned my integrity, and take care of it.

You think I should politely inform Newegg of my intentions to dispute the charge or just go ahead and do it?

if you think you've given them a chance to make things right, and they have flatly denied that you did everything right ... then no, I would call the bank right now and not waste time.  You are under no obligation to inform Newegg.  The only thing the bank will ask is if you have made a good faith effort to explain your story to Newegg and given them a chance to make it right. 

 

As best I can tell you have done that.

if you think you've given them a chance to make things right, and they have flatly denied that you did everything right ... then no, I would call the bank right now and not waste time.  You are under no obligation to inform Newegg.  The only thing the bank will ask is if you have made a good faith effort to explain your story to Newegg and given them a chance to make it right. 

 

As best I can tell you have done that.

 

I tend to agree. I would say that Newegg is a great place for computer equipment. You like doing business with them. You have made x purchases with them in the past x years. That you are confused by their insistence you didn't return properly, and you just just don't know how to get to the right person there.  Your hope is that with their help you can get this straightened out, and you are hopeful to continue to do business with them. This is a much better story than they are out to screw you, they have a history of deliberately damaging equipment to prevent returns, etc. That makes you sound like a nut (even it if it true which I doubt). Just be professional and "confused". Asking for their help. Say this is the first time you have ever gone to a credit card company with an issue like this but you did not otherwise know how to resolve and your friends suggested you do it.

Agree -- if you're going to dispute the charge, just do it.    There's no reason to inform the vendor of this.

 

By the way, while some debit card providers are voluntarily providing more credit-card-like protections; the law does NOT require the same protections ... and many do not.    There's a bill currently in Congress to change that; but it was just introduced on April 2nd, and so has no impact on the cards.    Hopefully your bank's card is one that has the protections NOW;  but even if they don't, they will still almost certainly contact Newegg and help to get a better resolution for you.

 

I entered a dispute with my bank/card company. My debit card does have protection similar to a CC but they also suggested getting a credit card for online purchases and I will be doing that in the future. Thanks for all the advice.

Not to stir a pot, but this is in theory, in reality getting that protection and getting your money back when using the Debit card is much harder than when using the Credit Card, and also until all is resolved your money is in limbo. on CC case your money is in your bank account.

 

Exactly the reason I say No Thank You everytime the bank wants me to get a Debit Card. Don't even want it to "make transactions" at the branch easier.  They just need to type in my account number instead of swiping a card.

 

What about those Target (and other stores) that had security breaches.  Debit Cards = money gone, you have to fight to get it back.  Credit Card = money still in bank, you fight to keep it.

 

 

Not to stir a pot, but this is in theory, in reality getting that protection and getting your money back when using the Debit card is much harder than when using the Credit Card, and also until all is resolved your money is in limbo. on CC case your money is in your bank account.

 

Exactly the reason I say No Thank You everytime the bank wants me to get a Debit Card. Don't even want it to "make transactions" at the branch easier.  They just need to type in my account number instead of swiping a card.

 

What about those Target (and other stores) that had security breaches.  Debit Cards = money gone, you have to fight to get it back.  Credit Card = money still in bank, you fight to keep it.

Debit cards are ok when used as a credit card.  Once you use it with your PIN, then all bets are off.

Agreed! Never use your pin.