[Resolved] Newegg.com / newegg refuses return stating serial number does not match their record
Until recently, I have been quite happy with the service I have received from Newegg. However, a recent incident has changed my opinion. I had recently got an laptop and netgear router(WNDR37AV). Even though the prices were same as Amazon, I went with Newegg since apart from the good service, I found the reviews posted by the customers very usefull. In reflection, that looks like a mistake. I received the order on-time (expected) and set up the router that evening. The next day, I saw that the router was dead. It would not even power up. I request an RMA for replacement and shipped the product. A few days later I get an email stating that the serial number of the router does not match with what was in their record. So, I called them immediately, explained to them that I had no idea what the serial number was and shipped the exact same router I received from them. Furthermore, the product I received from them was still under warranty. I also followed it up with a chat suggesting to the customer service rep that the mix up may have occurred on their end, and I requested that she check into it. She agreed and said she would notify me via e-mail the next day. The next day came and went, and I never heard from Newegg. So, a few days later, I followed up with them to check on the status. They provided the same reply. When I tried to inquire if they could provide info on to whom the other serial number belonged to, they would not reply.
Unfortunately for me, I have no way of proving that the product I received from Newegg is the one I purchased since the serial number is not included on my receipt. Buying products from the Internet is always about trust but verify in both ends. More so with the buyer since once that trust is broken, they are going to loose customers. In this case, when I brought the product, I trusted Newegg would be sending me the right product and my verification was only by checking the model number since the serial number is not specified in the receipt. In Newegg case their verification seems to be serial number. I would be fine if was equal both ways, but I do not have the piece of information to check if they had shipped the right product in the first place. I became a little suspicious about the whole episode and googled around. Turns out I am not alone. There seems to be quite a few customers who have encountered this problem with Newegg and each time it has been the same reply. Newegg seem to reply to all the complaints posted on various boards. Looks like that is the best way to reach them rather than their customer support. Even then they always seem to accuse the customer rather than open an enquiry into their return or inventory process to see if someone is running a scam there. Why would anyone want to scam then on one product when it is still under warranty??? Here are a few links
This is really not the way to treat a preferred customer who has been has been buying quite a few products from them. Once I receive the product back, I would have to see if I netgear will take this issue and provide a solution. Looks like there are some lessons learned.
Never believe the company is going to honor(specially Newegg) their customer policies, and Request serial numbers of all products you purchase from Newegg to be included on receipt if that is the proof of purchase or atleast note the serial number of products in future before you request a return.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Newegg International Customer Care's Response, Oct 08, 2010
First and foremost, I would like to apologize for any inconvenience this may have caused. It's Newegg's every intention to assist customers with any and all concerns. I can only speculate on the reason this occurred or the specific details of this situation without your sales order number but would like to offer my assistance in working to resolve this for you. Please do not hesitate to contact me at Maverick.B.Iniguez@newegg.com or call me at 1800-390-1119 ext 25062.
I'm confident we can find a quick and convenient resolution for you.
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