• Report: #1009400

Complaint Review: Newegg

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  • Submitted: Tue, February 05, 2013
  • Updated: Wed, February 06, 2013

  • Reported By: MattM — San pedro California United States of America
Newegg
Internet, California United States of America

Newegg UPS Rotten and unhelpful service Internet, California

*UPDATE Employee: Newegg Support

*Author of original report: Tracking a package is simple, anything else.. not so much

*General Comment: Tracking number

*Author of original report: Yes it happens KEN

*Consumer Comment: we know u don't know d whole story kenny

*Author of original report: Hello KEN

*Consumer Comment: I don't know about the whole of your story, but...

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I bought a Audio Technica 95E cartridge off of Newegg for $46. All was well for a few weeks, no issues until halfway through a record the needle snapped or flew off the cartridge or something it scratched my record a little....I send the item back to Newegg for an RMA, because the item is deficient. It should not break like that, all tracking force was set correctly etc.
  Here is where the fun begins. I live around 20 miles from the place it is being shipped to (Whittier, CA) and Newegg sends me an RMA package label to send it back via UPS... I put everything back in the envelope, cartridge, screws, box, instructions.. with the exception of the needle that is missing since it flew off... It's a RECORD NEEDLE. It's lost (I told Newegg this when I emailed about the RMA, I don't think they were even reading any of the emails I sent them).
  Thankfully when I drop the item off at UPS I got a receipt, the guy behind the counter gives me the option of not getting one and I really almost said, yeah don't bother. [continued below]....
..... Thinking this was such a SIMPLE thing. Now I wish I'd filmed myself packing the item and dropping it off.
 
6 days later the item hasn't travelled the 20 miles to its destination. I email UPS and ask where it is, they say they can't help me with my enquiry, I must get Newegg to ask them. I email Newegg to ask if they can ask UPS to see where the package is. They say in a convoluted email that addresses nothing and is unhelpful... NO. I email both companies repeatedly trying to get something to happen. I even join UPS to see if I can request them to look. I can't not without an account number. There is nowhere that information exists.
 
So another, who knows how many hours and hours emailing both comapnies, trawling through the recesses of the internet I find a post saying that an account number is embedded in the tracking number. AHAH! now I can make the formal request that is so obviously needed for UPS to answer my question (It's difficult huh?) of where the item is... Eventually, 11 days later it makes its 20 mile journey... Finally!!

So then I get an email from Newegg a few days later telling me the RMA can't be completed because the cartridge is not in the envelope. Bear in mind the cartridge is not the needle. The cartridge is the item I shipped back. So one of them is simply lying. Either UPS lost my package and did, who knows what. It took them long enough... I could have walked there and back multiple times in the time it took them to drive there. Or Newegg is lying. I have the receipt which says the weight of the item I am shipping is 0.050lbs. Amazon lists the shipping weight of the AT95e as 0.8oz... which is 0.050lbs (Newegg has conveniently removed the AT95E from its site and refused to publish my reviews of it and their service.) If they have not received the cartridge then the shipping weight of the item they have will be less than what I have on my receipt. Which means UPS has tampered with the package. If it is the same then Newegg is lying that it did not receive the Cartridge. All this level of difficulty, of banging my head against the brickwall of their customer service is so draining. Both these companies are just giving the runaround, they are so unhelpful. All I want is to listen to my record player. If I hadn't spend hours and hours and hours of my time chasing them up who knows what would have happened, the item would still be lost... Well it still is apparently. One of these companies, whichever is responsible needs to shape up and take responsibility for their ineptitude. As of yet I still am waiting for the situation to be rectified.

This report was posted on Ripoff Report on 02/05/2013 04:08 PM and is a permanent record located here: http://www.ripoffreport.com/r/Newegg/Internet-California-/Newegg-UPS-Rotten-and-unhelpful-service-Internet-California-1009400. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Newegg Support

AUTHOR: Newegg Support - (USA)

Dear MattM, 

We are sorry to hear to about the inconvenience you experienced trying to return the cartridge you purchased from Newegg.com. We would like to expedite this claim process in every way possible in order to resolve this pending situation ASAP. Please send us your RMA information to WeCare@Newegg.com so that we can further assist you. Thank you for your time and patience. We look forward to receiving your email.

Best regards, 

Newegg Service 
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#2 Author of original report

Tracking a package is simple, anything else.. not so much

AUTHOR: MattM - (United States of America)

Yes, it is no big deal tracking a package. That is not the issue. The issue is when your package does not move to its destination (in this case 20 miles away) for a week and you wonder, hey what's going on? Is the package lost? Is it slow

Now that... That is a big deal. That is a question that getting an answer to is harder than drawing blood from a stone. I emailed that question and got a response. The response was that I needed to get Newegg to ask them the question in order to get an answer. That or join UPS and make a formal enquiry. I did both. I asked Newegg, they wouldn't do it. I joined UPS but in order to submit my question in order to get them to respond to my question "Hey have you lost my package?" I needed to submit my account number.

See how many hoops are already being jumped through? Good luck finding that account number, maybe it's behind the fridge! Thankfully someone somewhere who no doubt had been in a similar predicament posted that an account number is embedded in the tracking number. Eventually I had to use Neweggs account number to submit a question on my own behalf.

That was frustrating. But when the item turned up missing the item, I'm sorry but I had had enough. I was emailed by UPS this morning after I linked both them and Newegg to this thread that they have reported the package damaged. Now they are going to pick the package up from Newegg, have the driver inspect it and deliver it back to Newegg. Who knows what is going to happen, I will update this thread, but the whole situation if it wasn't so irritating, would be comical.
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#3 General Comment

Tracking number

AUTHOR: Andrew - (U.S.A.)

I am not here to quarrel at all, just to offer a suggestion.  I have no opinion about the defective equipment and I don't work for Newegg.  Your picture plainly shows the tracking number for the package.  It has been my experience that you do not have to join UPS to track a package.  It's a fairly straightforward process to go to their site and type in a tracking number and get an update of where it is.  I don't know why you had so much trouble with this part of the whole thing, I don't know if it was  a problem navigating the site or if you got bad advice from someone in their customer service department.  Either way, I have a feeling something happened in transit and that is where the problem is rooted.
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#4 Author of original report

Yes it happens KEN

AUTHOR: MattM - (United States of America)

You seem to spend some time trawling this site responding to Newegg complaints.

I'm not going to listen to your opinion or have you say BS. A quick google shows this can happen, it may not be common but it happens

Now get lost Newegg patsy, I already saw your responses to other complaints about Newegg. Get a Hobby that isn't paid.

http://forum.audiogon.com/cgi-bin/fr.pl?eanlg&1244073500
http://www.head-fi.org/t/430393/stylus-came-off-my-benz-m2-wood-phono-cart
http://forums.stevehoffman.tv/threads/dyna-10x5-stylus-cartridge-life-disappointment.243669/
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#5 Consumer Comment

we know u don't know d whole story kenny

AUTHOR: The Outlaw Josey Wales - (United States of America)

been trying 2 tell u that 4 years butt u won't listen
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#6 Author of original report

Hello KEN

AUTHOR: MattM - (United States of America)

I was looking through some of the ripoff reports regarding Newegg after I posted this. You seem to have come up often in the rebuttal comments. I wonder why someone trawls ripoff report making rebuttals on behalf of Newegg.

What happened, happened. I do not need to explain myself to you.

A quick google shows this issue can happen. i.e needles fall out for no apparent reason.

http://forum.audiogon.com/cgi-bin/fr.pl?eanlg&1244073500

Back to your troll hole, KEN
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#7 Consumer Comment

I don't know about the whole of your story, but...

AUTHOR: Ken - (USA)

I CAN tell you needles (Styli) do NOT just break off on their own.

I have broken them, but NONE broke while "just playing a record." They are usually broken during installation of from landing on the turntable mat.

Sounds like B.S., pure and simple.
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