I purchased a 16.4" HD Display Sony VAIO VPCF116FX notebook computer from NewEgg.com on July 1, 2010 for $1, 299.99. I spent the better part of a week researching laptops that would fit the bill for my particular needs as a Graphic Design college student. While this laptop was more expensive than I had originally budgeted, the large high definition screen, fast processor, and Sony brand name were just the right ticket. I was referred to NewEgg.com by a friend to make the purchase.

I spent close to two hours researching the item on NewEgg.com, including reviews, as well as their "Computer Replacement Policies." The first thing I noticed was their "No Refund" policy. While I thought this was an odd policy considering other online stores such as Amazon allow for refunds (minus a 15% restocking fee, but a refund none the least), I didn't let it sway my decision as I was dead-set on the model I wanted, and did not forsee any reason why I would want to return it for a refund. I then reviewed their "Computer Replacement Policy" which is actually separated into two sections - "Computer Replacement Return Only" and "Personal Computer Replacement". The policy was fairly typical of most online retailers, nothing out of the ordinary. So I went ahead with the purchase.

I received my notebook the very next afternoon, and was fairly excited while turning the notebook on for the very first time. It wasn't until the desktop finally loaded with the typical light blue default "Windows 7" wallpaper that I was shocked to see a very bright hot red pixel in a sea of blue starring back at me. The pixel was just a few inches right of dead-center. I found that after a little bit of research that it was a stuck red sub-pixel. Furthermore, under further inspection, I found another bright white stuck pixel towards the top-right of the display, and a completely dead black pixel dead-center on the bottom of the screen. Typical software solutions did nothing to fix any of these dead / stuck pixels! None the less, I was extremely disappointed. I figured, I might be able to live with the dead / stuck pixels on the top and bottom, but that hot red pixel in the middle of the display was just unacceptable.

I figured, I would return the defective notebook for a replacement. Consider my dismay when I found out that NewEgg will not replace a notebook computer unless it has eight (8) or more dead pixels! I didn't remember reading that in the return policy so I decided to go back and read over the policy again. There was nothing in either of the two sections mentioned above that outlined NewEgg's dead pixel policy. Furthermore, I looked under various other sections not related to my purchase and found nothing until I came upon the "Bulk Item Refund Only Return Policy". Oddly enough, this section pertains to bulk items such as Air Conditioners, Large Televisions, Home Entertainment Systems, Refrigerators and other items that are non-returnable /non- replaceable. The dead-pixel policy is there, but it's hidden in a section not pertaining to Personal Computers at all! Furthermore, it's placed within a section that deals with items that can not be returned or exchanged for any reason, which makes even less sense! See the screenshots attached to this complaint for proof.

So in the end, I am left with what I consider to be a $1, 300 lemon (especially considering the primary task to be performed on this particular notebook) without any recourse for return or replacement. Buyer beware. Either buy directly from the manufacturer, or from more reputable online retailers such as Amazon which have much more customer friendly (not to mention non-deceptive) return / replacement policies.

I purchased an XFX Radeon HD 5870 graphics card from Newegg on 1/27/2010.

I started assembling my new gaming system this week and discovered the graphics card is too long to fit my Cooler Master Gladiator 600 chassis. The card is 11" long and the space available is about 10.5".

I have since learned the Radeon HD 5870 series cards are excessively long and won't fit many industry standard mid-size towers including those from reputable manufactures like Cooler Master.

I contacted Newegg on 2/2/2010 and received a RMA. However they will ONLY replace the graphics card with an identical one (i.e. same make/model), which in my situation does me absolutely no good.

I contacted customer support via email and tried to explain my situation and received a boilerplate reply essentially stating "Sorry, but that's our policy." Further follow-up emails fell on deaf ears, reiterating the policy and end by stating, " We won't make an exception."

I take my share of the blame here for not properly researching the unusual size requirements of the Radeon HD 5870 graphic cards. To be honest I have built several systems in the past and never experienced this problem.

That said, I find Newegg's rigid return policy is extremely frustrating. I have been a loyal Newegg customer for many years (including over $3, 000 worth of purchases in the last year). I would like to continue giving Newegg my business, but this experience has shaken my trust. I have MANY choices of where to shop online, but I choose Newegg. They are not always the least expensive, but they have always been trustworthy and reliable.

I would like to either receive a refund OR a credit so I purchase a Radeon HD 5850 series card, which measures only 9.5" in length. I'm bummed about using a slower card, but switching to another chassis is not practical. The computer is completely assembled and is just waiting for a graphics card.

I am hoping that a Newegg representative will read this post and help me resolve this situation satisfactory.

John

My wife bought me a gift card from Newegg. The card was supposed to arrive via email in 1-2 business days. It's now been 6 business (and 10 total) days and we have yet to receive the email/card. We have sent 3 emails and waited on the phone for about 20 minutes after numerous days of only receiving a busy signal, only to be told there was nothing customer service could do. They would have to forward the issue to their accounting department.

What I can't understand is why they just don't send it out? Newegg charged our account right away. We paid the money for it and now we are getting the run around. How can they call that customer service?

It's a shame because I've spent thousands of dollars on Newegg and for them to take our money and not deliver is unacceptable. It pains me to say this but they just lost a loyal customer.

I returned a defective item for a replacement. After being told by moron #1 they had approved the replacement (duh! it didn't work) I was informed by moron #2 it was rejected and it was being returned to me so I could deal with the manufacturer. Enter moron #3 who responds (this is two months after the initial return request) that they were investigating the issue. What? You need Sherlock Holmes to investigate a defective item? I still have nothing to show for my purchase and I still owe the credit card company for the amount. This is outright theft. The management and staff at Newegg are complete idiots. NEVER do business again with this online scam machine. Tell all your friends!

Horrible customer service! They lie, make promises and reneg. I ordered an item, it was defective and returned it for replacement after receiving an RMA authorization and I stated that the original box had been discarded. I was instructed to return it anyway. A few weeks later I am told I need to return the original box, as if they don't even read the emails they are sent. I spoke with a guy who assured me he understood and felt certain they would honor the replacement. Ha ha. Lie number one. Then I am told they were returning the defective item to me! What? Because of a lousy cardboard box? Are you kidding me? Fortunately for me it was charged to their Newegg credit card. Think I am going to pay? I don't think so. It will damage my credit but I will not pay for a defective item and support lousy customer service. Buyers BEWARE!