Newegg promises ‘no questions asked’ returns on processors and motherboards after YouTube scandal
Newegg says it will now accept returns of open-box processors and motherboards with “no questions asked,” according to a report by Windows Central. It comes after popular hardware YouTube channel Gamers Nexus posted videos claiming Newegg knowingly sold them a faulty open-box motherboard and then denied them a refund.
In a post on Twitter, Newegg states that “a very small number of returns may not have been thoroughly inspected before being forwarded for returns, closeouts or e-waste recycling and were accidentally resold as as “open box” merchandise. It also says these cases were “unintentional process errors and isolated incidents” and that it has developed a new “hassle-free” procedure for handling returns. Newegg specifically said Windows Central that its new process would involve a “no questions asked” return policy.
Things started unfolding after Gamers Nexus, which has 1.58 million subscribers on YouTube at the time of writing, posted a video titled “Newegg Scammed Us”. Steve Burke, the channel’s editor, explains that he bought a $500 open-box Gigabyte motherboard from Newegg and later realized he no longer needed the board. Burke says he never opened the motherboard (he didn’t even open the shipping box it came in) and sent the board back to Newegg.
Soon after, Burke learned that his return request had been denied by Newegg. The company said the board was damaged — which is pretty absurd considering Burke never even took it out of the box — and initially refused to return Burke’s money. The company only offered a refund after Burke tweeted the situation from his Gamers Nexus Twitter account.
But the story does not end there.
Burke received his refund and picked up the board. He uploaded a video of his unboxing and found several bent pins on the CPU socket, rendering it useless. Burke also noticed that the board had a very curious Return Merchandise Authorization (RMA) sticker. gigabyte. After looking at the label and calling Gigabyte, he learned that new egg had actually sent the card to Gigabyte for repair. A Gigabyte representative allegedly told Burke that Newegg had been notified of the bent pins and had not made the $100 repair. Newegg instead returned the board to its warehouse – where it was then sold to Burke as an open box item.
As Burke notes in his videos, this isn’t the only time something like this has happened. He says a number of Newegg customers have contacted him in the past, complaining that Newegg refuses to accept their returns or return their money for similar reasons. Gamers Nexus’ huge social footprint is big enough to motivate Newegg to make a switch, and it’s obviously pretty unfair to ordinary customers who haven’t been able to get their money back.
.@Newegg answered – sort of. Newegg confirmed our meeting and also released a public statement about a policy change. Now, all Newegg has to do is speak transparently to the public via our interview. Do you think they will fix this or fumble? https://t.co/JVQr595IOt
— GamersNexus (@GamersNexus) February 15, 2022
Burke says he’s heading to California to meet Newegg at company headquarters for an interview, and I look forward to hearing what they have to say about this whole situation. The edge contacted Newegg with a request for comment but did not immediately respond.