NewEgg Shipping Debacle

I just received the Core2 from NewEgg today. It came in an ENvelope with a gaping hole torn in the front of it. Inside I found the box for the CPU ... AND IT LOOKS LIKE AN ACCORDION!! Seriously, the cpu box is completely mangled; it looks like someone stomped on it with a pair of combat boots.

The funny thing is that I bought the RAM, HD and CPU as 1 discrete order from NewEgg. They then split it out into two orders, because "the components came from different wharehouses". The RAM and HD arrived yesterday, and it was sealed up more securely than an armored car. But then the CPU arrives separately today, in an envelope, with no packaging! How stupid can you get? If they had put the CPU in a box (with packaging) like the RAM and HD, then this wouldn't be a problem. And the thing is, the CPU is easily the most expensive part, ~3 times as much as the other parts combined? I can only be so angry with UPS. NewEgg is the one that should have shown more discretion in how they ship a $640 piece of electronics.

I got NewEgg on the phone, they started a claim for packaging damage. Has this happened to anyone before? Any words of wisdom to impart? NewEgg has a great reputation, and I've had success with them in the past, but this is the sort of incident that could be a deal breaker for me.

 

Weird, i've ordered plenty of things from newegg and never had a shipping problem.

The extra bit you pay for FedEx is usually worth it.

 

I just got three shipments from NewEgg, all with standard shipping and well packed. No problems at all and from what I understand your experience is pretty atypical of NewEgg. I'll be surprised if they don't take care of your issues very quickly.

 

I've only had this sort of problem with UPS. And even then, newegg had the box padded well enough that the actual merchandise wasn't damaged.

 

I can't stress enough how impressed I was when I received the memory and hard drive from NewEgg. They were tightly sealed in a box with copious amounts of foam. You could drop a cinder block on it and it would probably be fine.

So then the CPU arrives in a post office envelope! I mean, it's one of those envelopes with a thin layer of bubble wrap inside, but it's sooo bendable and fragile. This kind of item needs to be placed in a sturdy box, with lots of packing material. End of story. Someone must have been hung over down at the loading dock or something.

I guess it's worth the extra money to FedEx it, next time I'll consider that option. I would have definitely went that route if I thought they were going to ship the CPU in glorified paper bag.

 

so did the CPU working? or are you going to return it?

 

First, I don't yet have the actual laptop to plug it into, so even if I wanted to test it, I would have no way of doing so.

Second, there aint no way I'm accepting a delicate, expensive piece of computer hardware when the exterior packaging and actual box is in as bad of shape as this is. The seals on the Intel box were snapped, that's how forcefully the package must've been pressed against. If I take it like it is, I'm just leaving myself vulnerable to the possibility of future problems. Say I plug it in today, and it works fine. What if it craps out a year from now? It may work fine, I'm just not prepared to take the risk.

I think for the amount of money I'm paying NewEgg for this cpu, it's not unreasonable to expect them to take more care in how they ship this thing. Hell, like I said, the RAM and HD cost 1/3 of the CPU, yet they took much better care in how they boxed up those parts. It just doesn't make logical sense from the customer's point of view.

 

Good point, get an exchange for that thing.

Sorry to see that, I ordered many things from Newegg, it was usually FedEx'ed though. I guess this makes you wonder about UPS's quality of deliveries.

If possible can we get a pic (even if its from a Camera Phone)?

 

Yes, I snapped a few shots with my camera phone, I'll upload them when I have a moment.

 

Pictures...

 

Did you have to sign to receive that package?

If so, you shouldn't have. Shoulda told the UPS guy, "no way. that's damaged, I'm not accepting it."

however, the way you described made it sound like the CPU wasn't even in the box. From your pictures, it's in the original packaging, which is designed to take limited abuse, even if it's not packed inside something else. But there is no way of knowing how much crush weight it actually received, so returning it is probably a good idea.

 

No, I wasn't around to sign for it unfortunately. I wouldn't have accepted it had I been there when it was delivered, believe me.

Sure It's in the original packaging. And you can clearly see from the pictures that the original packaging is warped. I don't know anything about the force tolerances of the exterior packaging, but I see what my eyes show me. It was smushed pretty good.

I don't think it's asking much to ship the cpu in a real box, not an envelope. The other components I received were *double* boxed. If using FedEX is the best way, well, lesson learned. I'm just not gonna take a piece of equipment that has the visible look of being roughed up, can't do it.

 

I was told the "shipping claim" will take 3-5 business days to resolve, at which time they will ship a new part via FedEX. I don't really find this acceptable, by I don't really have an input on the matter.

I would recommend that if anyone wishes to purchase things from NewEgg in the future, pay the extra few bucks for FedEX. Hopefully this will force NewEgg to put your items in, at a minimum, some kind of solid box (not an envelope), but who knows for sure.

 

wow, those pictures really show how horrid the delivery for that CPU box was.

thanks for showing us not to use UPS for high-priced items.

 

I filled out a ResellerRatings review today. The way this situation has unfolded has really bothered me. I saw plenty of other reviews matching my circumstances. I always thought very highly of NewEgg, but apparently I'm not the only one who's had trouble recently.

 

I don't know that you can blame newegg for UPS smashing your package...
Newegg is doing what they should by replacing the part. UPS is to blame, not newegg.

As for shipping from newegg. I've ordered stuff from newegg for years and always used UPS. and never had a problem. This is definitely not the norm.

 

Obviously, you're missing my point, so I'll state it as clearly as I can for you.

- I'm blaming NewEgg for shipping a $640 retailer box CPU in an envelope, with no packing material.

- I'm blaming UPS for damaging that envelope (and the contents within), which probably wasn't that hard to accomplish.

Did you look closely at the pictures I posted? Look again at the flimsy piece of paper NewEgg sent the item in. There wasn't even a "fragile" printed on the outside.

I've ordered from NewEgg before, too, and I was shocked by the apparent carelessness with with they packaged this item. Try to be objective, and tell me who you would call if your order showed up at your doorstep like this.

Also, I find their policy of "we'll sort things out with UPS and get back to you in a week" to be unacceptable. A customer-focused approach would be to ship out a new part ASAP, and work out the details with UPS regarding who dropped the ball.

 

I think i would return it also i dont think i would want to even take a chance on it. Im just sorry it took newegg 5 or 6 days to respond to it. And as for ups lets not even go there i guess different people have different ideas.

 

Wow, that sucks. My brother works at the airport and is responsible for unloading packages from the DHL airplanes. He said if its not broken by the time it gets to the airport its broken by the time it leaves it. I'm very paticular on my shipping because of this.

 

I got your point completely, and agree with both your complaints. I just think the bulk of the problem is with UPS, not Newegg.

 

They must have thought the box would be enough protection. That would anger me.

 

Elminster,

I hear what you're saying, and there's plenty of blame to go around. But to play devil's advocate, how do I know that the package wasn't beaten up before it was handed over to UPS? The point is, there's no way to tell who's really at fault, and since I bought the item from NewEgg (and they packed it poorly), they should correct this deficiency quickly. If there's a carrier problem, negotiate things with them on the side; don't make me wait a week.

To put a close on this matter, I was contacted on Monday by a fellow named Jason from NewEgg. He was very courteous and sympathetic to my plight, and he said (paraphrasing) that he'd never heard of this type of thing, shipping a cpu via envelope, he would escalate the issue and try to ensure that it wouldn't happen again. He set up an overnight UPS delivery of a new item, and he offered store credit for my trouble. I just received the new part today. Of course, it was sent again in an envelope (unbelievable), but it seemed to be intact this time. My only regret is not involving Jason sooner, as I could have negated the week wait to get this result. I will give NewEgg another chance at my business in the future, but I will definitely be wary of how things are packaged going forward. Also, I'm firing UPS as a carrier for my orders; I'll pay the extra for FedEx.

 

I was following this thread closely and this just made me want to kick in.

I completely disagree here. You don't put a 640$ piece of hardware in an envelope. As much as I hate UPS how could they know this was fragile? Plus, they don't even probably care when packages are labeled fragile.

It was clearly newegg task to double box the CPU with adequate padding. Heck, my main online part reseller ALWAYS ships items double boxed, even the small 25$ items .

@Skel
I am happy for you newegg did exchange the CPU. If they's ship in Canada I'd order from them all the time beacause they carry a very good reputation.

I'm just slow speechless on your second delvery though. Make sure you call your rep again about this. He has to know someone is sleeping in the shipping dept lol.

 

First off, sorry about all your troubles. Those pics made me want to cry...

I've been a customer of Newegg since 05/25/2001 for a little over $5k (order history is nice!) - pretty much when they came on the scene ( "...founded in 2001...").

After all this time and money, I've never received anything from them in anything BUT a box - NEVER an envelope. Even when I've ordered a 4-pin power cable splitter - it came in a box.

Your experience is shocking! I hope that this isn't the end of quality packaging from them.