I ordered an all in one Samsung printer for $200 from newegg. Worked find for two weeks and then when I just used the copy function, the printer compressed it all to half the page leaving the other half blank. I called Samsung and they reset the machine and nothing changed. Samsung said it could not be repaired and should be returned to newegg under there 30 return.
I called newegg, got an RMA after full disclosure of the problem. Newegg said return the item and will will give a full refund. I found another box and packed it up real good. Then 6 days later got an email stating they received the item and they will let me know about my refund. Let me know? That had been decided before I ever sent it to them! I called and asked what this is all about, They will let me know? They said because I did not return it in it's original box, that they will decide if I get any refund at all. I said that was not the agreement. That the item was defective, that Newegg said return it for a full refund. The return CSR stated that because I did not inquire to the original CSR if it could be returned in other then original packaging, then it is my fault for not asking and that they can turn down my refund on the defective product.
I said I didn't ask a lot of questions as I took the CSR at his word. She said it is my obligation to ask if it can be returned in another box.
I said then if I didn't ask it it could be sent Fedex, then you could turn it down because it was sent UPS.? She just said my fault for not asking.in the end, the onus is on the customer to ask every conceivable question regarding the return to be sure every base is covered. Otherwise they will determine it is your fault and deny the refund. Bear in mind, the original CSR said, "return the item for a full refund." The policy then exempts what the original CSR says and places requirements on the customer to rule out any possible dispute in advance disregarding what the CSR says.in the end, they will make an exception and provide full refund but still stand by this "customer is responsible for asking all questions in advance which could rule out any refund regardless what they tell you."
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