Considering I typically spend over $1000 per month with Newegg supplying my computer repair service center, their lack of cooperation for a requested RMA is mind-boggling.
In December of last year, I ordered over $700 of hard drives and memory, a typical stock order that may occur several times a month. But when the order arrived, we opened the box and found that the contents had been damaged due to rough handling and insufficient packaging. Although the hard drives were wrapped together in a bundle, there was very little packaging peanuts in the box and this allowed the hard drives to tumble freely. The damage was obvious and severe enough to have damaged the pins on the hard drives.
I tried to conatact Newegg to request an RMA for the 10 hard drives (I decided to keep the RAM since the rough handling probably didn't affect it). I waited on hold 25 minutes on the phone, then hung up and tried online chat. After 20 minutes waiting for a chat agent, I tried email. The agent that responded to my email A WEEK LATER seemed very unconcerned and wanted to issue an RMA for only 1 drive.
When I asked to communicate with a manager, she sent me an email address that bounced as invalid (I cut and pasted from her email, so it wasn't a typo on my part). I emailed her back and told her the email bounced and she sent me the same address again. I tried 2 more times to email that address and there was no response. I emailed the agent asking for a manager to call me - no response.
To make a long story short - I contested the charges on my credit card and eventually received a refund. But then Newegg froze my account, effectively keeping me from requesting RMAs for past orders, or printing invoices, or checking past orders. How childish.
Phone calls to Newegg to get my account unfrozen are not returned, and nothing is done. Requests to speak or email with a manager are ignored and/or not responded to. Requests to unfreeze my account are ignored.
It is my impression that Newegg is concerned about their public image, and tries to appease the customer as long as the amount in question is small. But after reading other complaints on the Internet, I get the impression that they are not interested in resolving issues that involve any real money. How truly bizarre they are willing to give up a $20k/yr customer over something so minor. And freezing my account because they lost the dispute with my credit card company is a pretty juvenile response.
I felt it was only fair to advise others of my expreience with Newegg so I've posted the events in more detail on a website.
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