Report: #1375139

Complaint Review: newegg.com

  • Submitted: Wed, May 24, 2017
  • Updated: Wed, May 24, 2017
  • Reported By: Beldar — Florence South Carolina USA
  • newegg.com

    Internet
    USA

newegg.com Newegg.com sells warranties they don't support AND give you incorrect repair info! Internet

*Author of original report: Not a rebuttal here but "attaboy" for ACER!

Show customers why they should trust your business over your competitors...

Long story short, I bought a "1-year accident protection plan" from Newegg.com.

The PC broke on the LAST DAY of the contract. Not only did Newegg.com (AND Servicenet.com) REFUSE "coverage" but Newegg.com emailed me INCORRECT INFORMATION about where to send it for repairs. 

First, they said it was covered on the phone conversation I had with them on 5/14/16. The PC obviously broke the night before so I called the following day. I was told it was covered. So they said they'd send me an email and follow the instructions there.

Well, today I got a call from Acer saying they're not the right place to send it, despite the email I received. Again, long story short, this was quite obviously a way to "muddy the waters" and take extra time, AT MY EXPENSE, to make SURE the computer was "out of coverage."

The best they offered was a $50 "gift card" - and they wanted a copy of the shipping. I told them to go STICK IT since they're NOT even covering my expenses that THEY HAD ME INCUR due to their incorrect repair information.

I am on SSDI from a gang attack, have a bullet in my back, and bought this B.S. "insurance" BECAUSE I can't afford to replace it! I could post a couple of links, but want to remain as anonymous as I can but it's all to illustrate how underhanded "extended warranties" are and how they always seem to "find a way" NOT to make good on their word...I swear, insurance is the one entity I trust even LESS than the federal government!

I'm emailed the blasphemous email to RipoffReport.com....hopefully they can post it but here's the text of it....note #5 where they tell me to send it to the Acer Repair Center. This is the WRONG PLACE for "extended warranty repairs" as it is; Newegg.com did NOT I repeat THEY DID NOT offer to even cover my shipping costs, but wanted a copy of my shipping receipt? SERIOUSLY? WTH WOULD I BOTHER THEN?

There are plenty of places to buy PCs. My suggestion is to NOT use Newegg.com and MOST CERTAINLY NEVER EVER buy "extended warranties" from them. It is really unbelievable that they not only send me incorrect info but they won't even pay for THEIR ERROR? WORST place to do business with! THE WORST!

Acer Product Repair

 
Inbox
x
 
 
 

noreply@acer.com

May 14 (10 days ago)
 
to me
 
 
 
 
 
Dear Acer Customer,
It is very important that you review all information in this email to ensure that your product is received, repaired, and promptly returned. This email address is not monitored; therefore an Acer Service agent will not be able to respond to your email request. In the event that something in this email is not correct or you need additional assistance for your Acer product, please contact Support at one of our web sites below or call the Support number in your documentation.

 http://www.acer.com for information on Acer products
 http://support.acer.com for questions and answers on Acer repairs

Thank you,
Acer Service Corp.

1. Customer Information - This is where we will ship the product once repairs are complete.

  Your Information
  CustomerID : 
 
[redacted due to privacy]

2. Asset Information - This is the Serial Number scheduled for service, any differences may result in delays.

  System Information
  Serial Number : [redacted]
  Description : E5-772G-76ED-US W10HGML64A13/I7-5500U/BT/GT 940M 4GB/8G/1TB/4L2.5/17.3
  Warranty End Date : Jun 16 2017 11:59PM
  Problem Description : 12 - DOT 11 - ABNORMAL BLOCK 10 - ABNORMAL LINE
  CaseID : 4731319U

3. Preparing your Acer Product for Packaging

Important Information about Hard Disk Drive Replacement and/or Reinstallation of Factory Software

We recommend that all passwords be removed and all data transferred from the hard disk drive to other media. If the passwords are not removed from your system, they must be provided to prevent repair delays.
If the hard disk drive is diagnosed to have a failure, we will install a replacement hard disk drive.  If the original factory software is nonfunctional (corrupt), we will erase the hard disk drive and reinstall the original factory software (operating system and utilities only).  ALL DATA WILL BE NON RECOVERABLE!
We will not be responsible for loss of data or reinstallation of customer installed software due to hard disk drive replacement or reloading the original factory software.

Important Information about Accessories, Add-ons, Adapters, Media or Literature

We will not be responsible for any accessories (CDs, manuals, monitor bases, AC Adapters, power cords, etc.) not returned from the repair center. Therefore, do not include any accessories unless instructed to do so by Technical Support.
We recommend that all 3rd Party add-on devices (SIM cards, Video Cards, RAM, etc.) are removed prior to sending your product in for service.
If you do not understand these instructions, please call Technical Support for clarification.

4. Packaging your Acer Product to Ship

If you would like to keep your original retail box, do not ship the product into service in the original box. When the product is returned it will be in a plain brown shipping box.
We recommend shipping the product in packaging that provides the product with a degree of protection equivalent to that of the original packaging.

We recommend;
Using 3 to 5 inches of bubble wrap to protect your product.
Using 3 inch wide plastic packing tape or 3 inch wide reinforced water-activated paper tape to seal the box.
Removing or covering all old labels if you are reusing packaging.
Leaving room on the largest flat surface of your package for a shipping label to be applied.
Placing your name, phone number, Case ID, and Serial Number in the upper left corner of the Package.

The following are issues that can cause damage not covered by your Standard Manufacturers Warranty and we highly recommend;
Do not use Carrier Mail Packs.
Do not use Envelopes.
Do not use Styrofoam popcorn or peanuts.
Do not ship multiple products in the same box.

5. Shipping your Acer Product

We recommend the following;

Only use a trackable carrier (e.g. Fedex, UPS, Purolator, etc.).
Keep a copy of your Airbill/Waybill; it is your only proof of shipment.
We recommend that you insure your package; any damage incurred in shipping will not be covered under the Standard Manufacturers Warranty. If your product is damaged in shipping, you will need to contact your carrier to file a claim.

In order to ensure your Acer product is repaired and returned as soon as possible, please ship your product to the following address. If more than one address is displayed you may choose the one most convenient for you.

Acer Repair Center
1394 Eberhardt Rd
Temple, TX 76504

If you plan to drop off your product at the Acer Repair Depot address above, please note the product does not need to be packaged as if it were to be shipped into the Depot.

The Temple and Canadian depots accept drop off units Monday - Friday, 10:00am - 4:00pm local time.

AGREEMENT
I understand that my product must be properly packed to prevent unnecessary damage, otherwise, I will be responsible for all repair cost resulting from not following the above packing instructions.

For computers, I understand that the data on my hard disk drive must be saved if possible because it may be necessary to replace or erase the hard disk drive and reload the original factory software at the depot.

For computers, I authorize the Repair Center to remove all passwords, erase my hard disk drive and reload all the original factory software, if the repair depot deems this necessary to restore the computer to its original working condition.

Once received, your product will be inspected for damage. In the event your product appears to have damage that is not covered by warranty, you will be contacted by our service facility requesting a method of payment be provided. If this is not provided, your system will be returned unrepaired and you will not be eligible for service of the item until payment is received.

 

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This report was posted on Ripoff Report on 05/24/2017 11:51 AM and is a permanent record located here: http://www.ripoffreport.com/reports/neweggcom/internet/neweggcom-neweggcom-sells-warranties-they-dont-support-and-give-you-incorrect-repair-1375139. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Not a rebuttal here but "attaboy" for ACER!

AUTHOR: - ()

Despite the FACT that Acer, the computer manufacturer, has NO responsibility whatsoever regarding the Newegg.com/ServiceNet.com fiasco with the WRONG INFO on repairing my laptop PC, they actually listened to me about what's going on and when I called them back to ask them to just ship the computer back to me so it doesn't get discarded sometime, they took their initial $360 repair quote all the way down to under $140, INCLUDING RETURN SHIPPING!

You see it's THAT kind of Customer Service that makes me WANT to buy Acer products! THEY GET IT! By helping me out the way they did and working with me instead of combating the situation, they showed their integrity and dedication to their customers...even if their resellers and the resellers' alleged "insurance" doesn't keep their word - or their contract - the people at Acer truly went above and beyond their scope of responsibility by listening to me and trying to "make right" things that aren't even their fault. 

THAT is who you want to do business with. I'm buying Acer whenever there's an otherwise 50/50 choice, and I just as well will NEVER do business with Newegg.com again. I can't believe them (Newegg.com) sending me incorrect repair information to begin with, then not even offering to reimburse me for a mistake THEY made....regardless of whether their worthless "warranty" was actually in effect or not! Newegg.com DIRECTLY caused me $60 in damages in shipping costs to the wrong facility then won't even reimburse me for it? That's a company you do NOT want to do business with in ANY capacity! Their short-sightedness has now cost them one former "lifelong customer" since there are MANY other places to buy computers and computer-related products and if you're smart, you won't fall into their trap, either. Avoid Newegg.com and avoid extended warranties just as much! It might sound smart to pay 10% of the value to protect it, but if they don't honor their end of things, it's really nothing more than a scam to part you from your money! Why else would they send me wrong information on work, especially so close to the expiration? Pretty clear to me! 

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