Newegg

Abby: Hi, my name is Abby. How may I help you?

CUSTOMER NAME: Hi

CUSTOMER NAME: I just reveived an e-mail that the motherboard I returned had "damaged pins"

CUSTOMER NAME: But I know for a fact that is not true as I inspected it myself as well as put the protective plastic piece on the socket

Abby: Thank you for providing me with that information. I will be more than happy to assist you, CUSTOMER NAME. May I please place you on hold for a moment while I look into this?

 CUSTOMER NAME: Sure

 Abby: Thank you for waiting. We apologize for any inconvenience.

 Abby: We show this item was received with apparent end-user caused physical damage to the CPU socket contact pins.

CUSTOMER NAME: That can't be

 Abby: The physical damage will void Newegg warranty autonmatically.

 CUSTOMER NAME: there was protection on it

 Abby: This item might be damaged before sending it back.

CUSTOMER NAME: I packed it well

CUSTOMER NAME: Inside its original box, with bubble wrap, and packing peanuts

Abby: There are signs of installiation and thermal paste on the item.

CUSTOMER NAME: What?

CUSTOMER NAME: You cant be serious

CUSTOMER NAME: I didnt even apply thermal paste other than what was on the stock cooler

 CUSTOMER NAME: Please explain to me how that is even possible

 CUSTOMER NAME: Hello?

 Abby: I apologize for any trouble in this case.

Abby: However, after checking by our RMA department, this motherboard is received with signs of installiation and thermal paste. We cannot honor warranty in this case. Please try to contact manufacturer for help.

 CUSTOMER NAME: Look, Abby, I know you have nothing to do with this. You have to understand that what you said is impossible. I did not apply thermal paste and there was protection on the pins

CUSTOMER NAME: The thing that I find funny is I've heard of Newegg doing this before, claiming "bent pins" and such. Here's a link to another complaint just like this here  http://www.reddit.com/r/buildapc/comments/1f9k8y/newegg_rma_nightmare/

CUSTOMER NAME: Newegg cant lie about these things

Abby: I understand your frustration and really apologize for this. In this case, we can send a request to our RMA department and request a picture of damaged part of the item. Is this acceptable?

CUSTOMER NAME: Yes please do

CUSTOMER NAME: Because thermal paste on the motherboard is impossible, and so are the bent pins

Abby: Ok. I will send a request to get the pictures. Would  you please kindly wait a reply from me via email? It might take 1 business day.

CUSTOMER NAME: OK, can you transfer me to someone higher by any chance?

Abby: Currently we may still not get you more information even my supervisor.

 CUSTOMER NAME: Can I please get transferred to him? This is ridiculous

Abby: Ok. May I place you on hold while I look into this for you?

CUSTOMER NAME: Yes

Abby: Thank you for waiting. I will transfer you to my supervisor now.

CUSTOMER NAME: Thank you

Jonathan: Hi, my name is Jonathan. How may I help you?

Abby has left the chat.

Jonathan: Hello CUSTOMER NAME.

CUSTOMER NAME: I received an email that said the motherboard I returned has "damaged pins"

CUSTOMER NAME: And Abby told me it has thermal paste on it. These claims cannot be true.

Jonathan: May I please have a moment to review your chat?

CUSTOMER NAME: Yes

Jonathan: Thank you for holding. We do apologize, but unfortunately we are unable to process the RMA due to the damage. We are not sure how it was caused, but the damage was noticed right after the product was taken out of the box when it was received.

CUSTOMER NAME: That's what I was saying, it cannot be possible. There was a protective piece around the socket that would prevent it from damage. There is no chance of thermal paste being on it as I did not apply any.

Jonathan: The RMA has been denied and will be sent back. What we can offer at this point is a 10% off your future motherboard purchase.

Jonathan: Have you ever installed the product?

CUSTOMER NAME: Yes. And it worked great while it was functional. The only thermal paste on it was the one on the stock cooler, which only contacted the CPU.

Jonathan: We apologize, but the product could have been damaged by the time when you tried to remove things installed on. I understand that you might have not noticed the damage when you sent it back, but the item was received damaged. That's the only reason we are sending it back.

CUSTOMER NAME: I would have noticed, I inspected it myself because I saw that Newegg does things like this

CUSTOMER NAME: I can provide a link to other complaints

CUSTOMER NAME: Right down the the claim of "pin damage"

CUSTOMER NAME: Seems fraudulent to me

Jonathan: I understand that other customers may post reviews in regards to such situation, because you are absolutely not the first one who came across this. Please rest assured that it's not Newegg's intention to deny an RMA. Newegg would be unable to either return the product to our vendor, nor resell it if it has physical damage.

Jonathan: It would be a total loss of Newegg if we go ahead and process the RMA that has been damaged.

CUSTOMER NAME: These customers post reviews because they know the claims that Newegg is making are false.

Jonathan: We apologize, CUSTOMER NAME, but we would be unable to honor this RMA at this point. As mentioned, we are willing to offer you a 10% off your future motherboard purchase. This was offered because we wanted to do something to help out. This has been noted under your account, and you can contact us any time to claim that.

CUSTOMER NAME: Wouldn't you think this kind of stuff would push people to buy parts from places like Amazon, who's customer service is actually about helping the people that buy from them?

CUSTOMER NAME: And not making ridiculous claims about "damage"?

Jonathan: I know it may appear to be frustrated, but we would never lie to our customers to destroy our own reputation. The RMA was denied simply because the item was actually damaged.

CUSTOMER NAME: Why am I not the only one experiences mysterious "pin damage"? I wouldn't be this frustrated if I haven't read other people having the exact same issues. Amazon's customer service makes it seem like heaven at this point.

Jonathan: We apologize for not being able to assist you with this RMA further. Once the item ships out, you will receive a tracking # in an automated email.

CUSTOMER NAME: My god, you guys are ridiculous

Jonathan: I am sorry for this unfavorable circumstance. Is there anything else I can answer for you today?

CUSTOMER NAME: Yes, can I please get a replacement for the defective product I bought from Newegg?

Jonathan: There is no problem for us to replace a defective product as long as there is no damage. Unfortunately, as to the motherboard, it's going to be sent back.

CUSTOMER NAME: Ok, can you try to explain to me how it got damaged?
 Jonathan: I apologize, but I am not sure how it was damaged. All we know is the item was received with bent pins. Abby has sent an email to the RMA department to get pictures of the damage, and we will send the pictures to you as soon as we get them.

CUSTOMER NAME: No, please, at least take a guess to how it could have been damaged/had thermal paste on it

Jonathan: Since the product did work fine for about 2 weeks as per the description, it means it has no damage when it originally arrived. While the damage was noticed right after we received the product, so most likely the damage was caused by the time when you get it removed from your computer, or when you tried to removed things installed on the motherboard.

CUSTOMER NAME: OK, so the damage is claimed to be in the CPU socket.

CUSTOMER NAME: Am I right?

Jonathan: Yes, that is correct.

CUSTOMER NAME: And can we both agree that (at least Intel) CPU's do not need ANY force when placed in the socket?

Jonathan: I apologize, but I would be unable to answer that question, since I am not actually trained on products.

CUSTOMER NAME: OK, well I will answer that:

CUSTOMER NAME: 1.) They do not require any force when placed in the socket

CUSTOMER NAME: 2.) No force is need when lifting them out of the socket

CUSTOMER NAME: After lifting it out of the socket, and knowing the importance of keeping pins straight/clean, I made sure to check the socket before shipping to make sure it was in a state suitable for an RMA

CUSTOMER NAME: I also took the time to make sure I put a protective piece over the socket's bracket so that not even mishandling of the package could have caused damage to the pins

CUSTOMER NAME: So at this point in my story, there is no damage to the pins. AND there simply cannot be any thermal paste on it since it has not been applied (except for the stock cooler's paste, which is near impossible to smear on the motherboard)

CUSTOMER NAME: So once again, how did this damage and paste suddenly appear on the motherboard?

Jonathan: Thank you for that information. Unfortunately, it was actually damaged, and we would not be able to process the RMA due to the damage. The pictures we will send to you later will show you how the damage on the item looks like.

CUSTOMER NAME: I don't think you understand. It can't be damaged.

Jonathan: I do understand what you said above. While the fact is that the item was received damaged. We are sorry, but we would not be able to process the RMA in this case, no matter how the damage was caused.

CUSTOMER NAME: Really? It does not matter? So as far as I know, your RMA team could have accidentally dropped the product and damaged it

Jonathan: If it was caused by our inspection team, we should have processed the RMA, but it was not.

CUSTOMER NAME: Ok, then let's just say that it was caused by magic? The bent pin fairy strikes again. Jonathan, I don't think you understand that I paid $140 for this motherboard. When I buy things as expensive as that, I tend to take care of them in any way I can. Did I make a mistake choosing Newegg?

Jonathan: Please rest assured that If I were able to help, I would be more than glad to. Unfortunately, due to the damage made to the product, we are unable to process it.

CUSTOMER NAME: Ok then. Is there anyone you can transfer me to that can actually help?

Jonathan: I do apologize, but there is not any other supervisor available for chat team. If you would like to, you can call us at 800-390-1119 and request to speak to a manager of our phone team.

CUSTOMER NAME: I'm sure there is at least someone who would be able to help more.

Jonathan: I am really sorry, but a 10% off your next motherboard purchase would be what we can offer at this point.

CUSTOMER NAME: Ok, so let's just clear this up. You cannot replace my motherboard as it somehow was damaged before it reached Newegg.

CUSTOMER NAME: ?

Jonathan: That's correct.

CUSTOMER NAME: And as you said: "Newegg would be unable to either return the product to our vendor, nor resell it if it has physical damage."

CUSTOMER NAME: Correct?

Jonathan: Correct.

CUSTOMER NAME: But why does this matter? You cannot resell a faulty motherboard.

CUSTOMER NAME: The reason it was sent to you is because it is defective

CUSTOMER NAME: Surely, you weren't planning on reselling it?

Jonathan: I was not referring to that specific defective motherboard. I apologize for any confusion. If an item is returned for personal reasons, and has been opened, we will resell it as Open Box item.

CUSTOMER NAME: This was not returned for personal reasons

Jonathan: If it is returned due to defects, we may return it to our vendor. We may still resell that as refurbished products after they are repaired and repacked.

CUSTOMER NAME: So I should buy another motherboard, then?

Jonathan: I apologize, but you may need to purchase another one in this case. Also if the damage on the product can be repaired, we should have processed the RMA as well. Unfortunately, it's beyond repair.

CUSTOMER NAME: This wouldn't have happened if the motherboard wasn't defective. And beyond repair? I find that hard to believe.

CUSTOMER NAME: I know for a fact that any claimed "pin damage" can be quite easily unbent

Jonathan: We  tried that, but it's not working.

CUSTOMER NAME: Of course it isn't, it's a defective board.

Jonathan: I mean we cannot get the pins unbent.

CUSTOMER NAME: You're speaking as if you also were there to try. Were you?

Jonathan: No, I was not. Our RMA inspection team will leave notes as your RMA is in process.

CUSTOMER NAME: Can I please see these notes?

Jonathan: We have sent an email to you in regards to the denied RMA, and that information should be included.

CUSTOMER NAME: Thank you for requesting a Return Merchandise Authorization (RMA) at Newegg.

Your RMA (RMA Number: RMA #) return was received and sent to our Inspections Department for closer examination.

Unfortunately, the below item(s) was physically damaged beyond the applicable Newegg.com warranty coverage as indicated in our Standard Warranty Policy.

The motherboard was received with apparent end-user caused physical damage to the CPU socket contact pins. Items received with physical damage cannot be processed by Newegg and void our return policy. You will need to contact the product manufacturer for direct support.

At the same time, due to the circumstances regarding this return, Newegg would like to assist you in this matter by authorizing a 10% discount towards a future motherboard purchase. Your account has been fully documented of this offer so when you are ready to use the discount just contact our customer service at 800-390-1119 and we will make sure the discount is properly applied.

For further assistance, we recommend contacting the manufacturer directly to see if they can offer repair or replacement of the item(s) under the manufacturer warranty. Please use the following link to find the contact info for any manufacturer whose items we carry: Contact Manufacturer.

We greatly apologize for any inconvenience this may have caused, and thank you for your patience and understanding. The item(s) are currently being shipped back to you and should arrive in approximately 5 - 10 business days.

If you have any questions, please visit our Contact Us Page.

Sincerely,

Your Newegg Customer Service Team

 CUSTOMER NAME: No notes included, unfortunately.

Jonathan: It says the motherboard was received with physical damage to the CPU socket contact that are beyond repair. And it was possibly caused due to improper installation.

CUSTOMER NAME: Ok. Please point me to the notes that outline the process of trying to repair the pins. For all I know, this king of "repair process" could have caused damage to my board

CUSTOMER NAME: typo: kind* not king

Jonathan: That's why we did not try to unbent the pins, but denied the RMA.

CUSTOMER NAME: But Jonathan, after I said the the pins can be unbent quite easily, you responded with "We  tried that, but it's not working."

Jonathan: We tried to see if the damage can be repaired, and that's our normal procedure. Unfortunately, your damaged product cannot be repaired, and the RMA is going to be returned. CUSTOMER NAME, I am sorry, it almost exceeds the time allotted to this chat. If you do not have anything else, I will be ending this chat for now.

CUSTOMER NAME: But Jonathan, it seems to me like your RMA teamed attempted to repair something that they thought was damaged, but instead, accidently damaged the board themselves. Is this why my RMA is being denied? I am out $140.

Jonathan: Sir, once again the damage was noticed right after the item was taken out of the box. We did not do anything to the damaged item, and it's going to be shipped back.

Jonathan: Is there anything else I can answer for you today?

CUSTOMER NAME: I understand what you are saying, but how do you know? As far as I know, you weren't actually there to see this.

CUSTOMER NAME: And you made a claim that the team tried to unbend the claimed "bent pins" on my board

CUSTOMER NAME: I did not agree to an repairs, I simply opened an RMA for a replacement

Jonathan: We did not do anything to your item.

Jonathan: If there is no damage, we should replace it directly with a brand new item.

Jonathan: Unless it's a notebook, we would not send repaired item as replacement.

CUSTOMER NAME: Then why did your team attempt a repair?

Jonathan: We did not.

CUSTOMER NAME: Why did you say they did? Were you lying?

 CUSTOMER NAME: And I am yet to see these "notes

Jonathan: I never said that. I have explained that. We just checked if it can be repaired, but apparently your product can not be.

CUSTOMER NAME: But you did say that, it's right here in the chat log. You said you attempted to unbend the pins, but it didn't work.

CUSTOMER NAME: I opened an RMA to get a replacement, you think I wanted it to be this complicated?

Jonathan: I apologize for any confusion or miscommunication. Unfortunately, I would be unable to further assist you with this. If you do not have any other questions, I will be ending this chat now.

Jonathan: The RMA is going to be denied and returned.

CUSTOMER NAME: It's not miscommunications:CUSTOMER NAME: I know for a fact that any claimed "pin damage" can be quite easily unbent
		Jonathan: We  tried that, but it's not working.
		CUSTOMER NAME: Of course it isn't, it's a defective board.
		Jonathan: I mean we cannot get the pins unbent.

Jonathan: I have explained that. When I said "we tried that", it just means we checked if the item can be repaired, not actually tied to unbent it.

Jonathan: Sir, I apologize, but I will have to end this now. If you have any questions, please contact us again.

Jonathan: Thank you for contacting Newegg, I hope you have a good day.

CUSTOMER NAME: Cannot really have a good day when I cannot afford another board because it mysteriously damaged itself

CUSTOMER NAME: Cannot really have a good day when I cannot afford another board because it mysteriously damaged itself

Jonathan: I apologize for not being able to assist you further. Can I end this chat for now?

CUSTOMER NAME: Absolutely not. You have not helped one bit. I spent almost $1000 of my money on Newegg in return for this "customer service"?

Jonathan: Then may I please have my supervisor email you later in regards to this matter?

CUSTOMER NAME: Yes please do that. I'll be expecting that e-mail though.

Jonathan: I will send a request to her, and she will send you an email as soon as she is avaialble.

Jonathan: available*

Jonathan: Is there anything else I can assist you with today?

CUSTOMER NAME: OK, how long do you think the email will take?

Jonathan: She should be available in an hour or so.

CUSTOMER NAME: And that is when I should be expecting the email?

Jonathan: Yes, that is correct.

CUSTOMER NAME: Okay, thank you.

Jonathan: You are welcome. Is there anything else I can assist you with today?

CUSTOMER NAME: Nothing else

Jonathan: Thank you for contacting Newegg. I hope you have a good day.