Watch our interview with Newegg (face-to-face): ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-d1R4wbuXFII.html If you missed the beginning of this story, you can find it here: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-2fnXsmXzphI.html Newegg responded (sort of): ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE--wECJJveifw.html GN 3D Coaster Packs are now on back-order! store.gamersnexus.net/products/3d-coaster-pack-4-component-coasters (This amazing 4-pack of fully custom coasters that we designed and made uses high-quality materials and vibrant, PC-centric designs that you won't get anywhere else. It also supports the weeks of testing we do on content like this! Last time, stock sold out in about 36 hours. Make sure you back-order soon!)
funny I never got my photos of my 'bent pins' either...twice even, I asked twice for photos...I'd have to bet that you got back a different motherboard than the one you had. (oh yea I had to ask for my refund in 3 separate calls now and still haven't gotten it)
Didn't you send it back and they still denied your request or did they deny it immediately after receiving it? Newegg has some explaining to do to everyone following this story.
WOW, this is insane.... Jesus Newegg, I have bought way too much from Newegg over the years... Say what you want about Amazon, but their customer service is significantly better...
New Egg re-selling the motherboard after getting it back from Gigabyte very likely was just incompetence. However, refusing to refund you when the ticket was still attached to the board with all of the relevant information on it very much could be considered malicious. F New Egg. I will never shop with them again if I can help it.
I don't feel bad that Newegg is facing this sort of publicity, they have been deserving of it for years. I miss the days when Newegg was a good retailer.
I have honestly bought more from Tigerdirect than Newegg because the decline was soooo damn fast. Maybe two years and I refused to buy from them anymore.
So let me get this straight; they denied the RMA claim for "bent pins", even though there is a sticker on the board, from their own RMA to Gigabyte, stating that is has bent pins? I'm a 17-year Newegg customer, and I'll be shopping elsewhere from now on.
Don't forget to write them an e-mail and tell them so... I'm sure HQ is having a blast right now, so why not give them a cup of gasoline for their enjoyable dumpster fire? :P
I'm surprised you lasted that long without any issues. I started off being a customer with them back in 2005, after two bad laptop purchases (2011 and 2014) and how badly they handled both situations, i haven't bought anything from them again.
Yea, Steve's "best case" theory falls apart when you think about that. They'd have to be staffed by literal monkeys for that incompetence theory to hold water.
@@Michael-zf1ko It's worse than that, though. Even if it was a mistake sending a damaged product to a customer, when they got it back from GN was when it went into malicious territory. They said he damaged the pins even though there was a huge sticker on the product dated before his original order from the manufacturer stating it was damaged. Either the employees refused to inspect the product, or it's Newegg policy to reject a certain amount of returns.
I have an order with Newegg dating back to 2001 where I built a whole new PC I wanted to support them vs amazon so I continued to shop there. I will not be shopping with Newegg any longer.
@@wasimlhr They should have never sold it. It is not like it was cosmetic damage, this was bent CPU socket pins. If I tried to install a CPU on such a motherboard, I would expect nothing but problems and frustration. That is assuming that the thing even POSTs. I just could not trust it to be reliable enough if it ever had a damaged CPU socket, there is no way!!
This is so sad. I remember the newegg I grew up with that was at the top of everyone's vendor list. Their sorting/browsing system for products back in 2004 was by far the best you'd ever find, extremely innovative. This is sad.
They were so legit. It felt like a haven, if you needed something NewEgg would have it, for a good price, and with good customer service. I remember being shown it by a friend in 2006 and being blown away. Company culture is a real thing, what makes a company great isn’t guaranteed to stick around. It just takes a new CEO, new ownership, or a few new presidents to bring the entire train off the rails. So long as those new parties get good, cheap profit for a few years, the shitty business pattern is solidified.
That's not incompetence, that is 1000000% scam. Newegg knew this was a damaged board, sold you that board and then tried to blame you for the damage. That is literally criminal.
So criminal it's Chinese. Their quality took a cliff years ago, and the customer support fell apart to scammer tier. Too bad they are not held accountable by FTC.
Not sure why they would leave the RMA label (with sensitive info on it) that literally states that it's damaged, if it's intended to be a scam, though. Sounds more likely they just got in back and sent it to the customer without checking it. And that doesn't excuse their behaviour whatsoever, since that's only the *start* of the issues outlined by Steve in these videos.
@@exscape The "scam" part is that a large company like Newegg absolutely tracks their own inventory - if they sent something in for an RMA, and it got sent back as damaged, it will have existed on their system as a damaged item. They didn't even need to open the box to verify that - they knew when Gigabyte told them. So since they were told explicitly that this is a damaged item, and still sold it as functional = scam.
@@gambiting Exactly. I could understand basically everything up to them getting it back from GN as various levels of incompetence. Yeah, sure, some underpaid factory worker might've accidentally put a defective board back on the shelf. BUT, when Steve called them about it, this is a product with a serial number that can been tracked. They knew they originally ordered it, sold it to someone, got it back, sent it to Gigabyte, and got it back again. Any number of people that he talked to during his calls before this could have looked into this product's history or escalated it to to someone who could. Any amount of investigation whatsoever would show that this motherboard was currently in the same state it was when they sent it to Gigiabyte. Which was perfectly in line with what the customer (Steve) was telling them. Yet they chose not to. I can try to understand that sometimes things happen due to incompetence, or just plain old bad luck. I can understand being suspicious of a customer claiming that something wasn't their fault. But refusing to put even the smallest effort into investigating an incident moves this from incompetence to malice. They are totally fine with simply taking advantage of the situation to keep the customer's money. And all for what? A few hundred dollars to lose a customer worth 10s of thousands? It's insane. F_ck Newegg. I've bought from them before, but I won't again.
"Newegg has been calling me." Probably because not only did they scam you, they returned the motherboard that contained proof they knowingly sold a broken product.
I ordered a pc from Newegg and never got it. When I told them . Their claims department denied my claim … the package was never delivered and ups even admitted fault . Thanks for reminding me to do something about it . yea they lost my business for life. The way the handled the entire thing was insanity . I felt like I was living In a twilight zone . I understand they are not as rich as their competition but wow to just rip your customer off for close to 2k … insane. After some digging I started finding a ton of peoples returns being denied . Shame Newegg shame .
See, if I had done that, I would have called Newegg and complained. If UPS admitted the delivery was never made, and Newegg refused to solve the problem, I would have just made a chargeback against the purchase and called it "denial of service" or something like that.
@@ReadTheShrill I had an issue with Newegg where they created the shipping label, said it was shipped, but UPS never recorded a pick-up. So it was sitting in the Newegg warehouse (or in an employee's house) while I awaited the product's arrival. Newegg took 2 days after I called looking for the product and then admitted they never shipped it and sent me another case. So I dunno. Newegg may have it recorded as shipped, and UPS may claim fault, but do we know if the product was scanned into UPS's system, or was it a situation like I had...
@@Dakarn yeah agreed, Ive done chargebacks for non delivered items even if they technically are "shipped" all I had to do was call the package handler and verify that they never received the item.
@@ReadTheShrill Yeah but the problem with that it's that it's the sender of the item that is responsible in opening a case/claim with the shipper, not the receiver. So it's still 100% NewEgg's responsibility to help out the customer here. UPS won't do shit you know they definitely aren't the ones who are going to give you our money back. What NewEgg should do is refund, then do their own case with UPS and if they win great NewEgg gets their money but if they don't it sucks then NewEgg would bring UPS to court or some shit. At the end of the day, the important thing is that the customer should be dealt and their issue resolved.
Newegg received this board WITH their RMA sticker on it and STILL claimed that the customer broke it. There's no explanation that isn't malicious for that one.
There is still the possibility someone on the other end of the line is incompetent, looking at the board and seeing the sticker saying "customer damaged pins" and literally re-reading without probing further for answers. Could be tied up to a miscommunication since the party claiming they never opened it are just as confused at the accusation. Reality is you're likely right though. Just saying there is slim possibility this could be tied up to negligence and a worker who couldn't be bothered to look into it
This and I replied in length to it in my post before... If a company gets an RMA'd product back from a manufacturer and then resell it to customers just to blame them for the damage that is by lay fraud and they should be in prison for it and the company shut down or better have someone to oversee the future conduct of that company for a while (after CEO and the people responsible going to prison hopefully) , because I would bet 99% of employees were "just following orders" ,......to spark a shitstorm, as a german person saying that
@@stevote2515 Calm down. It's $500. It would be a misdemeanor. If it were actually taken to court the employee would, besides being fired(probably), at most, be fined.
@@moderusprime Yeah, sure it's "just" 500$. What if it is a wide spread issue and it isn't just 500$? (and we are already pretty sure it is, based on how many people have reported this) What we don't know for certain is whether it's malicious or straight up incompetence. If it is done on purpose and on such a scale then it is fraud and people who are responsible for it should be held accountable. EDIT: formatting
@@moderusprime "Calm down. It's $500. It would be a misdemeanor. If it were actually taken to court the employee would, besides being fired(probably), at most, be fined." if they only did it to ONE person, sure... But that's not the case, they've done this with thousands... So the dollars rack up way, WAY BEYOND 500 dollars, my man. It's fraud. :P
Newegg is going to have a hard time climbing out of this hole. Either they had an incompetent employee or procedure that led to broken parts being put back on the shelf or they intentionally put borked parts back on the shelf for resell. Either one makes them a company to stay away from until such time as they are proven to have fixed the problem.
It's ok Steve, the GPU smuggling days were rough, and one still falls out on occasion during a probing, but I'm mostly past it thanks to the therapy and meds. Magnell Associates was the parent company when I worked there, I am guessing that Inc is gone since Newegg was sold, but likely companies like Gigabyte still use the name in their RMA processing record keeping etc. Also, I think you mean Newegg's Shell Shocking™ Incompetence 😂
Paul, I would like you to know that I feel you in all the past. The PTSD I guess... I did similarly questionable things but I also moved on (group therapy meds as well) and I am with you bro. 😂
I vehemently avoided anything that wasn't new because of this... Until motherboard manufacturers raised prices by 50% or more. But when I decided to upgrade to 13th Gen, Amazon had a 'Used - Good' Z790 Hero for less than I paid for my X570 board. I expected it to show up without the original box, the m.2 AIC to be missing and damage to the heatsinks or something. It was not only 100% complete, but all of the peels were still in place, it showed no signs of ever being installed, all of the accessories were still sealed, and the only defect I could find was a dent to the front of the box. All in all, not bad for saving $300 over new. And I trusted it waaaaay more because I knew Amazon wouldn't fuss about the refund if there was an issue with it
GN viewers take away from this: Start competing youtube channel to be able to rma motherboards. (protip, if you need millions of viewers for a tech channel, review toy firetrucks, it saves you years of growing your channel)
You know this issue exists in the first place because those in charge are detached from day to day operations! Hope the whole company burns.... They have screwed over too many of us.
Yup. Pretty sure the plan was. Sell defective item. Customer returns and Newegg refuses because it's damaged. Newegg then keeps the board, 500 dollars, and claims to UPS it was damaged in shipping.
I won the new egg shuffle and all I got was a used bundled screen that had clearly been returned and was in a box sloppily wrapped with asus tape Never got the card I won They are clearly selling used items because they cannot get new items or they are unable to pay to have the items repaired themselves
In 2021, I bought a GPU from Newegg which was never delivered. The UPS tracking showed the package was “delivered”, but it never came. I brought it to their attention within hours, but when asked about the refund, I was told to file a police complaint first. So I complied but then they refused to issue the refund saying it was my fault since it was stolen after delivery. All this while UPS also conducted an internal investigation and deduced that the shipment was in fact lost. The UPS website was also updated to reflect that insurance claim has been reimbursed to the shipper (Newegg). And yet, they never paid me back. I am a student and didn’t use a credit card, so couldn’t file a dispute. It was equivalent to a month’s rent and it swayed me away from gaming. But I’m never going to let this go. I’ve preserved every single document hoping it’ll be valuable someday.
@@doosra1000 same shit happened to me twice from them.. and once where they neglected to put everything in the box I did get.. as in missing items.. expensive items.
@@doosra1000 this happened to me with a motherboard, said it was delivered and it was no where to be seen, I know the person who delivered to my house and she said she never had it. I called Newegg and they actually gave me a refund no questions asked
@@doosra1000 make a Better Business bureau complaint (though I can see the newegg issue becoming a class action). Moreover call Newegg tell them that you see the return for insurance from ups, and that you're going to do such. Companies definitely dislike their complaints on BBB, in order to not seem like a scam they tend to reply to BBB complaints pretty quickly. But at this point Newegg is doing a very good job at showing themselves a scam in the public perception.
I LOVE that you didn't answer their calls and forced them to use official inquiry channels! The frustration and sweat that must have been building as they kept hitting a wall is EXACTLY what consumers have felt for years when trying to access their support. Bravo
@@everythingponywho cares? If you don’t want to put the effort in when a customer needs, and only make the attempt after you call them out, they deserve to figure it out themselves.
You are assuming they actually reopened it when Steve sent it back. The motherboard was most likely already in their system as having bent pins...no need to open it if you already know that it was broke and was just waiting for a innocent customer to buy it so they could deny the RMA and keep the money. Steve was nice by not saying it...but this was definitely done with malice to screw over someone.
@@ericcalkins908 YES THANK YOU! I've been commenting that several times. so many people giving the benefit of the doubt like databases aren't a thing...
The fact that Newegg refused to pay Gigabyte just $100 to fix a board they're selling for $600 tells me that they fully intended to sell it open box and make it someone else's problem
Or, they just considered it a lost cause and were going to make it E-waste. If the board cost them 550, then you have the employment, building, and storage cost, only to find out that product is going to cost another 100 meaning they spent 650( hypoticially) for that board. They are clearly not in the right but please don't make up offenses.
If it’s $600 that $100 fee is 16% of the price of the board… which is massive. That could easily be their entire profit margin. If it’s $500 like Steve said, it’s 20%. Not that it justifies their actions in any way. I certainly won’t be buying from Newegg again.
i have a feeling they bought the board from the manufacturer for either around $500 or more and thats why they didnt want to repair it. the margins in this industry are not as high as you think
@@Apollo-Computers new and not in a bag? maybe in a antistatic foam? its really not a good practice to get cardboard near bare pcbs. since micro static damage can be done and only show up in few month or later.
@@lencas112 well, it is not bare PCB if it has that metal + plastic "armor" stuff on front and back. ...still, you don't want that sexy product to get scratched up. Of course they knew this was trash and defective and had dog hair on it, completely trashed box, so what is the point of wasting a antistatic bag on E-Waste.
_(Potential non-malicious explanation 27 replies down by yours truly)_ 11:43 Even if they did YOLO it straight from Gigabyte to the next consumer, they'd still be looking at the massive RMA sticker once they got it back again. A 2-minute check in their inventory management system would confirm it was sent busted to begin with. The fact that they blatantly chose to ignore this _twice_ in a row pretty much confirms it's not incompetence, it's company policy.
yh this part was the most insane to me. They got the mobo in the office and they claim the pins were bent by the customer while there is a huge ass sticker staring at them saying it already went rma for this reason to gigabyte
IDK... I use to work at Walmart destitution and sometimes its just worker not wanting to replace or rework the product. I am not trying to defend Newegg. Sometimes people just suck... I've seen broken product be pick and shipped to whole trailers be unsafe to work in. They give NO shits about it. Until the warehouse catches fire due to mixing chemicals. Yes we handled chemicals and foods. They went in the same trailers but not the same pallet. Now I believe its just pet food, baby food, caned foods, cereals, sodas , and toilet paper. All the cleaners and chemicals were removed a year after the fire. P.S. We still had to work while the fire was filling the warehouse with smoke. SUCK IT AMAZON!!!! WALMART can do worse!!
𝕊𝕡𝕖𝕔𝕚𝕒𝕝 𝕕𝕒𝕥𝕚𝕟𝕘 𝕗𝕠𝕣 𝕪𝕠𝕦 ➺ BEAUTYZONE.CAM/Anna Anna is a beautiful girl. He's the person I love, he's my light day. The way the music flows and sounds is extravagant and fun. Anna is icon, legend, beautiful girl, princess, inspiration, a star. I could go on and on, understand this. I love NBA Anna.#垃圾
So let me get this straight, Newegg just ships broken RMA'd hardware to customers "as is" with an "open box" note on the website? Note to self: Never purchase anything from Newegg, ever.
They could even sell one broken board 20 times because they don't send it back to you unless you request it back and why would you request a broken thing back
@@thatoneswarmdrone6409 Dunno about the US (Micro Center maybe if they deliver?) but here in Canada Memory Express is a decent option. Not the best selection but their customer service has never let me down.
Oh man, calling Gigabyte with that cover story was a genius move. Incredible how everything went wrong for Newegg, makes me want to believe in karma. Of all the sales they make, of all the times they try to pull something like this (and even if it's a "common procedure" I can only imagine it pales in comparison to the actual sales numbers, if anything, they can't have that many damaged goods to resell), they land exactly on GN, with an RMA sticker on the board. This is just too good. I can already see my 2022 disappointment tour shirt with this marked in January.
In addition to missing the sticker that literally had the damage listed with the date it was sent in (before you bought it), when you sent it back, they said YOU damaged it when the sticker on the board proves that it was their fault. That is malicious.
I used to buy the majority of build parts from Newegg. I now use Amazon for builds. Prime = no shipping fees, easy product returns, quick to refund money (on last two returns, received funds back on the same day I dropped the items off at UPS). Fair winds and following seas to all.
They most likely didn't even open the box. Scan the SN -> denied RMA pops up in the database -> blame it on the customer. This sticker is a major f**k up on their side as it's a proof that can be used in court
Yep, this company is so bad on so many levels, I am done with them forever. This is either malicious, or hiring people for minimum wage with sweatshop type atmosphere, treated like shit. Both are equally as bad.
@@NedyalkoVasilev I've heard a lot of stories about Newegg, but never with a sticker on it saying exactly what's wrong dated before. Idk how they managed to fuck up this badly, and it's wonderful.
I almost lost $900 from Newegg for a similar situation. I purchased a 2080 super and returned it within the return window. This is only after they tried arguing there wasn't a return policy on the GPU. Anyway fast forward a couple months and I agreed to pay restocking fees as well as return shipping. So I sent it back and what do you know, Newegg sent me an email telling me the 2080 super was broken and I would not be getting a refund. I am just lucky that I purchased insurance through UPS who then set up an investigation. The second Newegg heard I had opened an investigation with UPS they refunded me the entire amount of the graphics card with no restocking fees taken. If I didn't pay $60 for UPS insurance I'd be out $900. Safe to say I don't buy from them anymore.
@@krisdphillips ironically, their high end products have been alright thus far. Sucks to see them mess up the name they were making like that. Money is money I guess, who cares who gets stepped on
Not even, he's still giving the benefit of the doubt. Since they want to claim that he damaged the board, he should've claimed it was an act of pure malice with the evidence of the sticker
I'm 22 years old, my friends are the same. Recently, some of us began our post-college careers and are now able to afford our own PC builds. We were all going to buy components from NewEgg, but now we're uncomfortable supporting their business. Your reporting has saved us all from potential scams. Thank you, Gamer's Nexus. Edit: spelling
𝕊𝕡𝕖𝕔𝕚𝕒𝕝 𝕕𝕒𝕥𝕚𝕟𝕘 𝕗𝕠𝕣 𝕪𝕠𝕦 ➺ BEAUTYZONE.CAM/Anna Anna is a beautiful girl. He's the person I love, he's my light day. The way the music flows and sounds is extravagant and fun. Anna is icon, legend, beautiful girl, princess, inspiration, a star. I could go on and on, understand this. I love NBA Anna.#垃圾
MicroCenter is wicked good, and they don't pull dishonest shit! I used to Live in Chicago, and went to their store there quite a bit (geek heaven), because they always had a lot of open box, clearance and other stuff. A tag "same as new warranty" on everything but only with exceptions like if you bought something with damage, irrelevant to its function, it would say "sold with Scratches" or similar, but if you plugged it in and it didn't work, they'd take it back. I saved a crap load buying open box stuff, and never once did any of it not work, because they always tested it before it went back on the shelf.
@@Cxs1a3 sorry but I have to agree. Microcenter is amazing. The guys looking for a new place to buy pc components, whats wrong with giving him some suggestions?
@@jch8175 Microcenter's website looks 20 years old , and most of their products don't ship. Strikes me as an arrogant, stubborn boomer business unwilling to adapt.
Honestly I think Amazon is the best. They always accept returns no questions asked and have great customer service. I try to get anything pc related from there
Newegg offering you "picture proof" of that board being damaged would have been amazing, considering that sticker detailing this thing was broken for months.
This is literally the first time I've seen you or your channel. And you started off by pointing out that you only got a warm and friendly experience in the end because you have clout. Many youtubers, news outlets, celebs, politicians, and basically anybody on the top won't admit that. That's a pretty powerful start to this relationship between you and I, as youtuber and viewer. I don't know how you could ever keep up with such a powerful start, but it's a powerful start none the less.
In the end there are only two possibilities: Newegg got the board back and saw the RMA sticker again and still refused Steve's return, or they got the board back never looked and made up reason to deny the RMA. Either way its a scam.
In these cases, it's usually incompetent bean-counting middle management creating policies that effectively require their crew to literally scam customers in order to meet quotas. The ground crew has actually nothing to gain or lose by processing the RMA and refund unless they're on the chopping board probably due some stupid quarterly quota to make the manager look good.
This is the worst part about this fiasco. They took a look at the board, and say "hey this board was defective to begin with and we were supposed to know that, let's blame it on the customer!"
𝕊𝕡𝕖𝕔𝕚𝕒𝕝 𝕕𝕒𝕥𝕚𝕟𝕘 𝕗𝕠𝕣 𝕪𝕠𝕦 ➺ BEAUTYZONE.CAM/Anna Anna is a beautiful girl. He's the person I love, he's my light day. The way the music flows and sounds is extravagant and fun. Anna is icon, legend, beautiful girl, princess, inspiration, a star. I could go on and on, understand this. I love NBA Anna.#垃圾
@@sahilbaori9052 Its neweggs rma sticker. with their name. THEY should have seen it when he sent it back and processed the refund for Steve. This is incompetence. It doesn't matter what Steve did or could have done.
@Synteks _ it's not incompetence at that point, because it's literally written on the board that it was damaged previously. It's either straight up brain damage or malice.
This has to be your best ever buy from Newegg, because it has allowed you to expose what Newegg does to normal customers. If it had been someone like myself who had bought that motherboard, no one would ever have heard anything about it and Newegg would be able to carry on as normal, so definitely your best ever Newegg purchase.
You know you're talking a quality company when the best case scenario is that the employees are a level of incompetent typically reserved for cartoon villains, and the worst case/almost certainly the real scenario is that the company engages in scams designed to save them hundreds of dollars at the expense of screwing their customers.
I stopped doing business with Newegg a while back after dealing with their return process. After seeing this, I don’t think I’ll ever go back. Newegg is dead to me.
It’s so incredibly satisfying watching Steve dismantle an incompetent company that profits off of taking advantage of people. I was a loyal Newegg customer before I moved to a place with a Micro Center. I’ll definitely never order from Newegg again, even if they’re the only ones stocking something.
Back in 2010 I bought a mobo from microcenter they kept the one I wanted in the backroom said it was new, the team member had opened the box looked inside of it for some reason, then put it up in the cage. On opening up the box I had found that there was No IO shield, no manual, and the mobo wasn't even inside the antistatic bag, and that the cpu socket pins were bent. I opened it up not even 5 minuets after buying it to inspect it. I went inside and tried to get my money back, they told me they don't do refunds on bent pins and if I had purchased the protection program that I wasn't even offered that it would be covered. I told them I literally just bought it, walked outside opened the box and found no manual, no io shield, and bent pins on a mobo you guys sold me as new, I even pointed out the time stamp on the receipt . They told me to leave the store now. I ordered a mobo off new egg, but I stopped shopping on new egg for parts for a similar issue.
it plays out like a Patrick License meme... "so here is a defective board" "yep" "in the box you sold it in, with the tape still on it" "sure" "it has a giant sticker on it that says CPU damage" "uh huh" "the sticker is dated before you sold it to me. signed by your company" "looks like it" "so can i get my money back?" "you bent those pins."
This was malicious, the fact they received the board back with their own RMA label still on it indicating a damaged socket before it was even sold and still claimed it was Steve that damaged the socket tells me all I need to know.
They should've been consistent and just ignored you even when you tweeted at them as GN lol I would have respected complete incompetence more than selective incompetence because that seems way more scummy to me.
@@GamersNexus it goes from wow its a shame how dumb they seem to wow they actually have a system for dumping unsellable goods on customers with no recourse. I guess that makes them smart but its straight evil.
The gigabyte rma history is definitely the most damming evidence. Whether it's because of malice or incompetence Newegg is ready to steal your money. It isn't even just open box items (and them making it hard to tell it was open box is also not a good look), but for monitors they don't accept returns if your brand new monitor comes with a few dead pixels. Definitely not shopping there anymore when Amazon and B&H are so much better
Agreed, only reason why i order parts from Amazon is because the customer support is surprisingly good and helpful with easy returns or missing items, dead pixels on a monitor they would instantly offer you a replacement monitor or money.
This is especially horrible because New age 100% confidently knew that the board was broken, got to complaint from a customer that it already started broken, and didn't give enough of a fuck to look into the board's history to see what's going on with it and see that it is a board that was sent in for repair but never repaired.
Yeah that's pretty wild. Nearly every seller of TVs and monitors that I'm currently aware of that does lots of volume, has some kind of dead pixel/DoA return policy for the customer.
𝕊𝕡𝕖𝕔𝕚𝕒𝕝 𝕕𝕒𝕥𝕚𝕟𝕘 𝕗𝕠𝕣 𝕪𝕠𝕦 ➺ BEAUTYZONE.CAM/Anna Anna is a beautiful girl. He's the person I love, he's my light day. The way the music flows and sounds is extravagant and fun. Anna is icon, legend, beautiful girl, princess, inspiration, a star. I could go on and on, understand this. I love NBA Anna.#垃圾
crapple did/does the same thing. oh the RAM pops loose? just tell the user to drop their $1200 laptop a few times, it'll be fine. or the who needs cooling fans/vents. lithium batteries wont catch fire from excess heat Crapple and that egomanic Steve jobs conned themselves into believing
Wait, so they KNEW that it was broken, and that they'd be selling a broken item, having refused the manufacturers offer to repair, and understanding fullwell that the item wouldn't function as they KNEW the exact damage that'd occured, and STILL sold it... How is this legal????
@@tiobetio9501 reminder Newegg caught wind of this via social media and RU-vid... so the refund was provide outside of normal process. Newegg couldn't get the board back because it was with the carrier.
@@Wireball Tell me you didn’t watch the video without telling me you didn’t watch the video. The customer on the sticker was confirmed to be Newegg themselves. It’s actually in the video.
Major thanks to the entire Gamers's Nexus crew for going after these scummy companies. Using your power for good and watching out for us consumers. Keep up the amazing work!
Bought a $3200 full build from Newegg. They shipped me a box with 6 power supplies and not one item I had ordered. I called them and told them about their mistake, They told me to return the PSUs and once they had checked them in they would mail out my build. I returned the 6 PSU. 2 weeks went by and they still had not mailed out my build or refunded my money. I called them and they told me they had mailed out my build and I received it. I told them I had not, I only received a box of PSU I never ordered. They insisted I didn't receive PSUs and I received my build. Told me they would check into the matter and have someone call me back. They never called back. I ended up calling back. 7 different times over 5 weeks, They tried to tell me I was scamming them, they tried to tell me someone would call me back and never would. Every time I called and I spoke to someone new, they had nothing on record about my last call. And they were always confused. I finally lost it and I got rather angry. I wanted my build, or a refund, and they tried every way possible not to do that. I was told by a friend to say I wanted to escalate the call. The last time I called I told them I wanted to escalate the call. They put me on hold. A higher up got on the phone with me, mailed out my build. Took over 2 full months to resolve the issue they messed up on their end. Somehow escalating the call got the issue taken care of. Wish I would had done that sooner. They tried to take me for $3200. I felt so helpless. I have never ordered from them again and will not, and I advise my friends to not order from them as well. It was such a stressful ordeal.
Yep, considering how frequently this is happening, they have likely received a LOT of complaints which are being ignored. This is wilful negligence and fraud.
I messaged them to ask if they would refund a board if it arrived damaged, specifically open box items, "If the item is physically damaged when you got it, you could chat with us and we will help you with the return or file a shipping claim". They wouldn't even confirm they will. I asked the same question in different ways, they said the exact same thing every time. I think they use chat bots.
I believe it, Newegg hasn't been the same since the early 2000s and I haven't purchased a product from them in about as long. These days, from the stories I hear, they are nearly as bad as Wish. Bad customer service, denied rmas, demolished packages on arrival, send used products marked as new, I've heard at least a dozen different crappy scenarios that up until now I pushed aside as "heresay", HOWEVER, the fact that they did it to Steve does put a big 'ole light on the situation and confirms a lot of that heresay. Fortunately, I'm only about 60 miles from the nearest Microcenter so I doubt I'll ever shop Newegg again.
This literally happened to me in 2020, bought a board from Newegg sent it back without opening it because I realized it was full ATX and didn't fit in my pc. Got a email from Newegg saying the pins were bent and and I'm not getting my money back and I'm like how i never opened it. I call MSI about it and surprisingly they were very cool and nice and said they will fix it for free I just have to pay shipping. So they fix it and I gave it to my brother for his birthday.
It's a good scam.. since u never opened it how can you prove that isn't the board, unless someone xrays it and records the serial numbers but who's gonna do that...
So wait, when it got to the returns team at Newegg, there was a massive placard attached to the motherboard that specifically said Newegg sent it off for RMA/Repair from BEFORE it was bought, and they STILL tried to say you damaged it? There's no incompetence here, this is straight up fraudulent activity. They really need to be reported to the Federal Trade Commission at this point.
I think that thing fell right through the cracks and got tossed on the wrong shelf- combine that with low level workers not wanting to go outside of the "process" when something comes across their desk and I can see how incompetence led to this... but I dont think we will ever know the true story
I just cant believe that someone actually opened the box, saw that RMA sticker and legitimately claimed he damaged it though - thats the clear intent here imo
@@PinkFloydFreak55 Yep. I can understand the initial mix up. But after it gets sent back and they can see that they originally sent it to Gigabyte and were told it was not repairable, they should have realized their mistake and refunded the customer with an apology.
I had the same thing happen with New-egg about a year ago. I had bought a $400 Supermicro server motherboard. It was a used (supposed to be new) and in an old beat up box. It had no manuals either. I inspected the board and found the pins were bent up exactly like yours. We processed it as an RMA. We sent the board back to New-egg, they shipped it back and said we damaged it. I contacted them again and now they told me me the serial number didn't match the box and that i had obviously swapped the motherboard out for one I damaged. I sent it back again with tracking. They once again claimed i broke it. They once again shipped it back but i refused to accept it when it came and decided a this point to contact my credit card company a file a fraud claim. It took two months to process but the credit card company found New-egg to be liable and reversed the charges. The funny thing was I was only asking for the $400 back on the charge but the credit card company refunded the whole $650 of the order. I then contacted New-egg support about repaying the $250 difference but kept running into the same incompetence as before and gave up. The funny thing about this is i have been using New-egg as my chief parts supplier for over 10 years. I buy ruffly about $8000 (some times even more) worth of merchandise a year and have never had a issue till now. Something with New-egg changed in the last couple of years. I used to have a sales rep that i could call with issues (we have a business account) but that all went away and the customer support has went to pot. I've decided to go back to using Ma Labs and Tech-data for parts.
I love that you’re exposing those bastards. Back when the gpu shortage was just starting I bought a 1080 from them. They shipped it all the way to my city and said next day it would be out for delivery. The next day I check the tracking page and it’s back in the origin city and then 2 weeks later I got a partial refund. They took it back to sell it for more and it took me 6 months to finally get all the money back. I will absolutely never buy from them again and I encourage others to find somewhere else to shop. Terrible business practices and horrible customer service.
That's disgusting and outrageous. I'd feel strongly disappointed with my human siblings if that were to have happened to me. I feel sorry for you, meatrocket8. I hope you were able to recover and acquire yourself a videographics card at another time.
Same thing happened to me with a hard drive. The thing just never left the origin facility and I had them send another. Weirdest problem I’ve ever had buying on the internet.
The only thing I have ever bought from Newegg were quite a few noctua fans (changed AIO, case and CPU cooler fans to noctua). The item was shipped from Taiwan to Australia and arrived on time with no problems as far as I can tell. I'll be more cautious about Newegg next time, considering the many many horror stories.
So Newegg knew it was broken for months, refused to pay for the fix, sold it broken and then claimed you broke it? Isn't that blatantly illegal? And by the amount of people reporting similar things happened to them I guess someone is getting served with a lawsuit pretty soon.
Yes. Hell, even if it were put up on sale by mistake after receiving it from Gigabyte at the very least that big sticker should have given Newegg an "oops" moment after receiving it back from Steve. How on earth could anyone miss that sticker and not stop to ask "what the hell is this" but instead blame it on customer? I should not call Newegg malicious if this flop could be explained by mere incompetence but the suspension of disbelief is getting stretched real thin.
Unfortunately it would cost someone more to file a lawsuit in court and attorney fees then the board itself even cost. This is why companies can get away with this kind of activity.
Amazing! This is even worse than I thought. They deliberately and knowingly sold a broken product to a customer and then refused to take it back to have the customer hold the bag. How is this not outright fraud?
Hopefully even brand new hardwares will be sitting on their shelves collecting dust after this exposure. The company is greedy not just incompetent staff.
@@patricklee8552 Wow, you are really on the wrong side of the idiot usage if you think that a retail chain selling an open box item allows them to sell you completely broken product for close to retail price.
yea this sounds like a lawsuit waiting to happen... if more people have this happen should be an easy class action. me and my friend both had defective mobos from newegg the first time around. makes me wonder if they did the same shit with mine.
Not only is it illegal, its one of those things the FTC has a lot of authority to investigate and prosecute. False advertising about the material qualities and condition of products is a great way to get feds on your ass.
I just like how when you returned it and they were inspecting it they just completely ignored the giant label that explains that they never actually got it repaired.
So wait, when you sent it back, they had to have opened it to be able to see the "thermal pate" they claimed was on there, so they must have seen the giant sticker from Gigabyte that said it was previously assessed as damaged, but they still blamed the customer.
It's likely that when it was received it was never even opened. As if anyone in their RMA dept would give a fuck about a board _already in their system, listed as damaged form their own failed RMA attempt._ This is fucking disgusting.
𝕊𝕡𝕖𝕔𝕚𝕒𝕝 𝕕𝕒𝕥𝕚𝕟𝕘 𝕗𝕠𝕣 𝕪𝕠𝕦 ➺ BEAUTYZONE.CAM/Anna Anna is a beautiful girl. He's the person I love, he's my light day. The way the music flows and sounds is extravagant and fun. Anna is icon, legend, beautiful girl, princess, inspiration, a star. I could go on and on, understand this. I love NBA Anna.#垃圾
They also could have noticed GN didn't cut the tape anywhere. I wonder what they actually do with their RMAs. Do they get sorted back into the pile? Do they just sell off broken stuff to customers as "Open Box?" If this was being sold as a non-functional item for parts, that would be one thing...but this wasn't.
Good job on using the power of your channel for a good result. 15 years ago, new egg was a terrific place to buy electronics. Now however, like many others in that same space, they have way too many issues to make them worthwhile. I don’t normally salute people who make videos Trashing companies because there’s always two sides to every story, but I think you got it right on this one for sure. Thank you very much and I’m hoping new egg is watching your video channel and reading these comments.
@@samiraperi467 Nothing "incompetent" about opening up a customer return, seeing the Gigabyte RMA sticker on it, and still insisting the new customer caused the damage.
@@JamesDavidWalley that is not what happened, they just did NOT see the sticker because they did NOT open the box before refusing the RMA. they did NOT remove the sticker because they still did not see it when they sent it back because they STILL did not open the box. the last opener of the box was most likely gigabite.
"You played yourself" doesn't even begin to describe the stupidity of Newegg here. They couldn't even be bothered to remove the RMA sticker for the defective board they were selling.
@@Meekerextreme if they can't even take the sticker off of a broken piece of hardware imagine them having the integrity to see if it's going to a youtuber with 700k subs. this is almost as bad as a car dealership selling a lemon to mr. beast for his free car videos.
I like to imagine that a technician did this on purpose (leave a paper trail behind) because he also hates newegg and working there. And maybe somebody is not lazy to look it up. _Or it was just a summer job / student employee_
The crazy thing here is that Newegg MUST have seen that Gigabyte RMA sticker on the board when they got it back, so they would have known perfectly well the pins were bent before it was sold open box. So even if it was some kind of error/mishap that allowed it get put back on the shelf as a saleable item (which I doubt) there's simply no excuse for their subsequent actions. It was blatant lies and literal fraud. They need to be dragged over the coals.
@@1pcfred Well they could spend a few minutes taping some warning outside the box then? Or are Newegg run by masochists who loves a public humiliation instead?
Spending millions over millions for PR to media corporations, RU-vidrs and streamers, and then saving $100 for something like this. Deserved blow up. Very deserved.
When I saw the first video I wondered if Steve was being a bit harsh, TBH. This new development-with an RMA from Newegg for the same issue they subsequently accuse him of having caused-ignoring their own RMA sticker still on the board (!) really does put a nail in the coffin of this. Incompetence is the correct term. What a crazy story.
Steve wasn't harsh in the first video. He bought something, never opened it and sent it back for a refund while being honest about the reason. And they said he damaged it. Steve was in line with Newegg's return policy, if they don't like that policy then they shouldn't have it/advertise it.
In high school, I saved as much money as I could with a part time job to build my first PC. The motherboard was DOA, I tried to get a warranty replacement - paid to ship it back myself, my mom even paid for there to be insurance on the package. I get an email a few days later saying that the sticker with the serial number was not on the board anymore and that they couldn't confirm that it was the one they sold me. I was devastated - I was extremely cautious when I built it and knew there was no way I did that - and I had to stare at the empty shell of my PC for over a month before I could afford to buy another one.
𝕊𝕡𝕖𝕔𝕚𝕒𝕝 𝕕𝕒𝕥𝕚𝕟𝕘 𝕗𝕠𝕣 𝕪𝕠𝕦 ➺ BEAUTYZONE.CAM/Anna Anna is a beautiful girl. He's the person I love, he's my light day. The way the music flows and sounds is extravagant and fun. Anna is icon, legend, beautiful girl, princess, inspiration, a star. I could go on and on, understand this. I love NBA Anna.#垃圾
I met paul at pax east one time while he still worked at Newegg and told him that I was glad he did the tutorial vids when i build my sandybridge 2500k pc. I even asked him if he could sign my newegg t shirt. Sad to see such a company fall like this.
You've said "scam" a few times in these two videos, but I notice you didn't use the F-word: fraud. But when a company knowingly sells a defective product to a customer, then deliberately lies by blaming the customer despite having concrete proof that they were at fault, for the sake of their own monetary gain, it is fraud. It is a crime. It carries fines and jail time. And, it is important to note, NEWEGG DID KNOW. They themselves said, on paper, that they had photos of the board after the return. When they took those photos, they cannot have failed to see the RMA sticker. Therefore, at the time of the chat discussions it is beyond a reasonable doubt (i.e. the legal standard for criminal responsibility) that they knew they were lying to the customer to defraud him. And if they try to defend by saying they were lying about having taken photos, then it STILL MEANS THEY WERE LYING TO THE CUSTOMER TO DEFRAUD HIM.
There's probably legal implications to saying that outright that he doesn't want to deal with. I agree though, there's absolutely no way this comes out good for them and if we lived in a proper country the consumer protection task force would be demanding every denied warranty claim and full inventory trace of the item to see how deep the rot really is.
From Spain if this happens to you (and it happens) you should hit them where it hurts the most, which is to make it public and give negative publicity to the company in all the media. It is what hurts them the most, and more so having competition like Amazon. Fame (good and bad) spreads quickly and larger companies have gone bankrupt due to serious image problems. Customer trust is important and if it is lost, customers are lost directly. Regards my friend.
This gets me so angry. I wish some qualified lawyers would comment, but obviously, no lawyers in their right mind would do. I think it's fraud because it seems intentional negligence at the minimum.
@@Paul_Sleeping it could easily be a simple mistake. Someone still dropped the ball bad on their side for it to happen and the way they handled it was poor.
Wow! Newegg is running a racket. They refused to pay Gigabyte to repair the board, and sold it to a customer - knowing that the board was damaged. Companies like this should not be in business.
@@1pcfred What are the chances that out of millions of customers, the "screw up" happened to somebody with thousands of followers on multiple platforms? If this would have happened to me, with 10 Twitter followers, nobody would have heard about it except my bank account. This is a racket, and the only screw up was not removing the sticker.
@@lukonita yes but not removing the sticker is a colossal screw up. That's beyond a crack head mistake. A blind man could have felt that was on there. Anyone that could dream the scheme up would also have the wits to realize the implications of leaving that sticker on. It's like leaving a note at the crime scene that you did it.
@@1pcfred I'll agree with you to some extent. But, history has taught us that criminal enterprises can fall due to minor oversights - the Chicago Outfit, the concrete racket ran in the 70s and 80s by the NY Mafia. To me, this is a deliberate process enforced by internal policies implemented by management. They did an RMA with Gigabyte. Due to business decisions, I assume, they didn't want to pay the $100 charge, and they got the board back. Fine. Then, they send it to a customer. Okay, could be a mistake. Then, they receive the same board, with the sticker from Gigabyte on it, and refuse RMA for the exact reason stated on the ticket. That is no longer a mistake. That is a malicious decision made by Newegg.
They ignored your request when you were a "normal person" then realized your youtube influence and were head over heels trying to contact you. I love that you exposed them for that - Seriously so so amazing to have cats like you around still, Steve
@@botaeng2 Yeah, they would sell broken trash for 500$ and then blame it on the customer, but they would care and take action on employees for customers, right... Did you completely miss out the Gigabyte note in the video where it tells they sent the mobo for repairs, refused to pay 100$ and only put it on sale for almost 500$ as a functional used "open-box" item? They knew it was broken since they received it back in July 2021.
Man...that part where you said "Now you get to go through the slow channels to get support for your issue of being Lambasted for being a garbage tier company." That was savage! Well done 👏
I remember reading somewhere that Newegg sold out to - I think - a Chinese company, and the writer lamenting the soon-to-come fall of a formerly great retailer. Turns out he was right. I am seeing a glut of "Newegg scammed me" type videos on RU-vid lately. I've spent thousands of dollars with Newegg, but probably not any more. Looking for a new seller to buy my stuff from. And yes, Amazon has f-cked me over also.
I am surprised to hear Amazon fucked you over. I have spent over 5 figures with them I get almost everything through amazon and have never had a problem. They have never denied me a return unless the product already had a no refund policy but I stay clear of those anyway. Shit they have even given me $10 credit a couple times just for the package being a couple weeks late. Most of the time they aren't even the seller just the third party and they have always gone out their way to make sure I get my money back.
@@joshuabrandenburg8308 Amazon has saved me, been amazing and never had issues with them but i have a business grade prime account so probably i give them enough money for them to bend over backwards and give me whatever i want.
@@hihaveaniceday9386 They're really well known for siding with customer and giving the customer a return almost no matter what. He probably bought something that said no return or can't be returned once you receive it.
Hard to determine cause and effect in such situations, though. Maybe Newegg sold to Chinese investors because they were already in a process of existential panic and saw something coming that the new investors then tried to manage somehow. Or they were deliberately greedy and negligent, but again, maybe the 'sale' was not to increase profits but to seek help in a crisis.
I found it funny how Linus went through all the effort to hide his identity to find out how the common customer was treated. Steve made zero effort and still managed to find out.
Management be like "we know you guys have had a shitty year and we want you to know how much we appreciate you guys on the front lines. So we've decided to order 10 pizzas."
Nah, no management would ever want what just happened. (An employee saying the customer damaged the pins when there’s a sticker clearly saying that it happened months prior and it was Newegg )An employee has to be very incompetent/slow/dumb/trolling to let that go through.
The f-ing life this MB had. It was built (possibly defective), sent to Newegg, put on a shelf, Sold, returned, sent to Gigabyte, sent back, put back on the shelf, sold to Steve, returned, then sent back to Steve. Imagine how many people have interacted with this damn thing
I just fucking love how relentless you are at holding these companies to account. Sometimes you can border on pedantic and petty, but I don't even care because someone needs to hold their feet to the fire when the rest of us can't.
If what happened to Steve happened to a lot of people it'd be a major financial disaster in their life. They'd be out that money until they could somehow scrape it up again. For a lot of folks $500 of disposable income is a chunk of change.
@@93kristof Sure, but imagine the person saves up $500 specifically for their MB. They're not sacrificing money for food or bills, but they set $500 aside specifically for this hobby purchase. Then it just evaporates with no recourse. It doesn't suddenly mean they're homeless, but even if this imaginary person is well off, no one is gonna be happy with that result.
@@93kristof I had a similar thought. But there are scenarios where it would be an acceptable thing to do. I mean if PC is your hobby and you have the money at some point. It's what you really want. You've been scrimping and saving. I'd never say it's the best thing someone could do with their discretionary finances. But it's far from the worst.
I've been tempted to buy from Newegg on occasion but this story has ended that. Thank you Gamers Nexus because life is hard enough as it is without being subjected to financial abuse.
@@bleddingmaster I've bought a few parts from B&H Photo..... they're alright. However, B&H is on the Eastcoast and I live on the Westcoast so items sometimes take a long time to arrive to my place. I try to buy from Amazon when I can. What sucks is newegg is probably the best site to buy RAM, Power supply units, and sometimes cases. Over these last 5 years, I've always had my fingers crossed when I've ordered from Newegg.
Newegg has been fine for me. I returned a cheap unopened ssd, got my refund, another cheap ssd that failed in 20 days, got my refund, a B550 mobo where I tried to update the bios for a 5900x with an unapproved cpu, got my refund. I will continue to buy from Newegg.
in 2000, Fry Electronics's sold me a used power supply that had half the wires ripped out of the connector and tried to blame it on me when I brought it back... I was NOT allowed to open the box and inspect it before I bought it. I did eventually get my money back, but I had to send them a demand letter, outlining exactly what happened and why it's not my fault, and just demanding my money back. They likely could have won the law suit, but it was only $50, and they'd be spending more money defending themselves than to just give me my money back. Heck it would have cost them more money just to have a lawyer read the demand letter than to give me my money back.
I’ve been ordering from Newegg since 2006 and a few months ago they also tried almost the same thing, it took days of escalating before I could get my money back. The socket was obviously damaged, this is rampant at Newegg and they should be roasted for it. I’m a small tech business owner and it was the most teeth pulling to get refunded that I’ve ever experienced from any vendor, I can’t imagine all the people that they’ve burned at this point
Pure scam move by Newegg, you just took out their only “excuse” in this video. I wonder how long have they been doing these dirty practices to their customers?
I am impressed that Gigabyte offered to repair the socket for $100. That is actually a good deal! The ironic thing is that they could have paid Gigabyte the $100 and still sold it for $500.
ready for the god tier play? 1) take newegg to small claims over obvious blunder 2) win EZ case 3) get $100 repair 4) Autograph board 5) leave original RMA sticker only removing where it blocks a slot 6) auction off one of a kind Steve Burke autographed F*** Newegg board 7) profit
That's their business practice. They sold me a refurb sedate hard drive as brand new. I even asked them if it was a brand new drive and their reps told me over the phone and I tried to send it back to Seagate and they told me that that's a refurb. This was back in 2014. After this experience stopped shopping at newegg.
Newegg's been my go to retailer for every PC build since early 2000's (maybe 6 or 7 builds total). They were a standup company. Everybody would gush about their great RMA process. To discover they've turned into such a sham is really disappointing. 😥
This isn't new. They sold themselves to China and their chinese overlord wants to squeeze every dollar possible out of them with no regards for the company's longterm survival.
One of these days somebody's going to write an algorithm that can calculate the EXACT moment a company gives exactly 0.00 fucks about it's customers, based on market share, share price, CEO's salary, shareholder dividend etc.
Boycott newegg! The fact that the motherboard went back on the shelf and was listed as Open Box when they refused to even repair the thing should say everything. Steer clear of these scammers.
Wait a moment... So even taking you being someone with a platform aside, they actually sent you the motherboard back with attached evidence that it was not you who damaged it in the first place... Even if for some reason we ignore the scam part of this all, we come away with them being completely braindead and not even covering their tracks.
feels like at this point newegg is just a chicken running around after its head has been cut off, they are panicking and are literally cornered, so no decision of theirs makes any sense
Or they are understaffed at Newegg and the poor technician was just trying to get as many RMAs done as possible or risk being fired? Seems the most likely case. Still Newegg doesn't look good in any case.
