Complaint Review: NewEgg

Sept. 27th 2013, I've ordered SuperMicro MBD-X10SLM+LN4F-O Micro ATX Server Motherboard LGA 1150 along with Intel Xeon E3-v1230v3 Haswell CPU and other PC parts costing over $1300. First of all, I've been putting together server boards over a decade. Granted, this was my first Haswell CPU installation, but with any LGA1150 flatbed contact point, installation is easy and simple to snap on to motherboard cpu socket. Not to mention installing Cooler Master liquid cooler was one of the easist part on this motherboard due to X10SLM board's simple micro layout.

After completing installation, motherboard produced no POST, no beep code or no red/amber LED blinking on front bezel cover. OK, fine. I double checked all internal cabling, power, ground and pins. No short and no loose screw. So I called up SuperMicro tech support right away since this isn't normal.

After being on the phone with SuperMicro tech support for 10 minutes, he confirmed that motherboard is DOA and RMA needs to be issued. I specifically asked if I should return it to NewEgg or SuperMicro. Manufacture warranty should still be covered but he indicated that NewEgg should send out RMA replacement much faster than SuperMicro, so he advised me to send it out to NewEgg.

A day later, I had to undo assembly, gave a general inspection, packed motherboard with cpu socket protection cover in the original motherboard box and sent it out without sata cables and screws (there were too many screws laying around and figured I will need sata cable after RMA replacement arrives which may not have sata cables included).

Sept. 5th, RMA was issued.

Sept. 11th, RMA recieved by NewEgg.

Sept. 13th, RMA is damaged.

I was surprised and called up NewEgg for clarification and got a hold on rep claiming that motherboard cpu socket pin was bent and damaged. I wanted a proof that it was damaged and request for picture of the board. NewEgg rep claimed her supervisor will request RMA to take picture and send it to me via email within a week.

1 weeks passed, no word on proof from RMA department. I called NewEgg regarding RMA and proof. I couldn't reach the supervisor who was assigned to my RMA request and I got bump to another supervisor,Thomas Ramirez. I retold the story and he assured he'll get me that requested picture.

Another week passed, no picture, no RMA status. This time, I emailed and waited a day and Thomas got back to me with picture of motherboard cpu socket with several bent pins. I thought, this can't be my motherboard. So I asked for motherboard to be return ASAP to me so I can check for serial number on motherboard.

Request to send back the motherboard was on Sept. 23rd.

After 2 separate request to send back RMA, and after delay after delay of email saying;

"If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days."

A very not so helpful email from "Paige" the customer service keep replying with email saying I need to read FAQ page and wait for RMA because NewEgg already took money out of credit card, took my merchandise. So I just need to go away.

Oh, my favorite quote from NewEgg customer service agent who told me this. "If NewEgg replaced your motherboard, NewEgg would loose money."