Did Newegg try to scam Gamers Nexus??
Vložit
- čas přidán 28. 08. 2024
- Nobody messes with Steve and gets away with it...
Watch the full WAN Show: • They Almost Got Away W...
► GET MERCH: lttstore.com
► AFFILIATES, SPONSORS & REFERRALS: lmg.gg/lcsponsors
► PODCAST GEAR: lmg.gg/podcast...
► SUPPORT US ON FLOATPLANE: www.floatplane...
FOLLOW US ON SOCIAL
---------------------------------------------------
Twitter: / linustech
Facebook: / linustech
Instagram: / linustech
TikTok: / linustech
Twitch: / linustech
The fact that they changed the reason from bent pins to thermal paste is pretty strong evidence that they are lying and just say whatever they can to get the customer to go away.
also that they dont (seem) to want to give him back the motherboard or atleast give him a tracking number (idk if he has gotten that as of now but if not then yeah)
@@4450krank he already got a refund, as shown in his video via annotations. Edit: he's now already posted a follow-up video, with the motherboard in hand too.
I think it was the support chat that initially made the excuse of thermal paste on the MB and switched the story to bent pins which lined up with what the previous support personnel had said. But still I don't doubt the response was just to get the customer to go away.
Bent pins…. Would you believe thermal paste?
Oh, did we say thermal paste? It was...uhhhh...water damage! Yeah! That was it. Look at this photo of a pink sticker!
“We’re *BLEEP* f*cked, hope we got it”
Mission failed successfully😂😂
I laughed so hard at that fail lmap
@@Treyorrrr Same lmao... It's fkn 4:16 am here and I probably woke up the whole house with how loud I am laughing. 😂
More like BLEEP ucked. But still very good.
😂🤣🤣🤣
@@UmamiPapi
+1
Steve is true hero, I have nothing but respect for that man, God bless him.
Steve is the tech saviour we always needed
The work he does and the brutal and utter honesty that he imbues is truly humbling
Sometimes I fear for honest people like him. We need more people like Tech Jesus
He's called Tech Jesus for a reason
Steve is the tech geek equivalent of a Charlie Bronson.
The follow up video from Gamers Nexus is damning. It turns out that Newegg first RMA'd the board to Gigabyte in July. They were told the pins were bent and would cost $100 to repair. Newegg said no and Gigabyte returned the board to them with a HUGE label on the board. Then Newegg sold the board to Gmers Nexus in Dec as "open box". They never even bothered to look at it obviously because the label was still on the board lol. So if some tech from Newegg actually looked at it when Gamers Nexus returned it to them they would have seen the huge label from Gigabyte and known it was them that RMA'd it and never should have sold it.
This is the real damning information. The damaged label remaining affixed to the motherboard almost makes this criminal when they refused to accept an RMA.
@@my-yt-inputs2580
There is no 'almost' about it.
They knowingly sold a damaged and unusable product, and then refused to refund it.
Man the universe really conspired against them. Sold it to somebody who can and is more than happy to tell his big audience about their lack of fucks given.
It being open box from Newegg actually makes it worse for Newegg. That means their employee(s) certified it as "good" before they re-sold it as open box. So when they got it back with thermal paste/bent pin damage (if that's true) that means their employee missed that and they're selling defective items ORRR the damage doesn't exist (they still never sent GN pics to prove it) and they're verified lying as their employee(s) certified it as good and GN never opened it.
EDIT: Now GN has revealed even more to the saga and confirmed what I suspected above, but even worse. Their employee didn't miss it, they very clearly knew it was damaged and re-sold it as open box. RIP Newegg PR Dept.
Open box are write offs already.
Open box are shove offs. They really expect not to ever see them again.
I can only imagine them finding whoever inspected that particular motherboard and the immense fiery fired... The blazing shitcanning that person will get for it landing at Steve from GN...
They sell them mixed with actual refurbished boards. So you have probably a 1/3 chance of getting a good open box item. They do this in hopes the customer RMA's through the manufacturer.
Open box isn't the same as refurbised. Some people might verify if it works before trying to sell it but not always. Bought many broken open box boards from microcenter.
Edit: I'm speaking in general. please stop replying telling me stuff I already know about new egg and their shitty practices
My interpretation from the Gamers Nexus video is that Steve is calling it a scam, because he asked for the MB back since Newegg wouldn't refund him, and Newegg claims it's already shipped back. But Steve didn't receive it, so he asked for a tracking number, then Newegg just ghosted him. (Until he took it to Twitter.) So Newegg took his money and didn't even give him a product. That's the part that's scam.
I think this is the nail in the coffin. Everything else is possibly excusable. Steve paid for that board, he should get it back if it they won’t refund him.
@@maxbls16 also that it seems alot of others have had that problem with newegg, they just never get the item back but newegg keeps the money.
Most likely Newegg had already sold (or was planning on reselling) the motherboard. And only after they discovered how big his audience is, did they make an attempt to actually return the motherboard.
I think they did return his money per his video, but that was only after he had already taken to Twitter, so his call out is still valid. They didn't provide a tracking number on multiple requests from what I understand, so it seems completely like they scammed him.
That's the worst part of it. Denying the RMA is one thing, but not shipping the board back is on a whole new level.
This story got so much worse for Newegg once Steve got the motherboard back.
Yep. Having incompetent MBAs trying to squeeze profit for the quarter and hiring offshore “support” that can’t / won’t help legitimate customers will doom this company. At least some of the managers got paid for a few quarters.
@@mr90210 yep, they will go the way of fry's electronics if they continue with this BS. Only reason why Steve got the proper ending was because of his social media pull and how A LOT of main stream PC/ELEX social media talked about this subject. Had it been an every day person, like you or I, it would have been totally different story.
Feels like Newegg dug a hole then fell right into it.
Watching this drama is so much satisfying.
@@atussentinel Well, not quite right - or at least not quite complete. The dug a hole, jumped in and kept digging.
"The odds that the retailer damaged the board are extremely low". Hmm.. But the odds that the retailer previously RMAd the board, refused to pay for the fix, got it returned and then sold it to GN .. turns out, 100% 😁
The employee at the retailer could also be lying right? Maybe they accidentally damaged it while checking and didn't want, or couldn't afford to face the consequences
Very true
Malice and stupidity are often indistinguishable.
and most likely the story that is going on within Newegg. i can imagine that employee has already been reprimanded and/or fired.
Been in this situation once before at my old IT job doing hands on work. I only messed up once with a laptop and fried the board. I was honest with my boss and wanted to do the right thing but he went and lied to the customer and said there hardware was bad. It cost $100 for a replacement motherboard and he charged them $150.
So being dishonest can go both ways the user could do it or the seller.
Banaan
Having watched Gamer Nexus' unboxing of the motherboard today, this is totatlly on Newegg. I watched his video on a smartphone and could immediately notice the bent pins without zooming in. Not to mention that the motherboard had been sent back to the original manufacturer for further inspection and Newegg refused to have the motherboard repaired and then resold it. They even left the RMA sticker on the motherboard for anyone to track all processes of handling.
I think even Steve is amazed by the scope of NewEgg's incompetence. Like the idea of sending an already RMAed board to the customer with a documented failure is beyond anything expected.
Linus tried to find a rational way that this could happen, but NewEgg has taken this to a whole new level of dumb.
Yep, Newegg had RMA the board so the absolutely knew the pins were bent. As they had received a 100 dollar repair estimate. Yet, they sent it to a hapless customer. This has to be criminal.
In that video they even followed up with the RMA company and the damage was documented as occurring before his purchase
I saw that as well. Looking forward to the LTT reaction to that.
There're probably enough evidences to initiate a class action lawsuit, not mentioning that Steve later started collecting more from other victims.
This incident has a good chance to make Newegg really bleed.
Oh boy the update on this is crazy. Newegg had previously sent the board back for bent pins and refused to fix it so they knew it was buggered BEFORE they sold it. That RMA sticker was on the board sent out to Steve. This is straight up fraud.
Would love to hear Linus follow up on this.
It is kind of a shame that Steve did not in fact open the box the first time he had the board. Would have been much funnier with him seeing the note on it telling Newegg that it was defective and that they ignored it and just put it back into stock anyway.
Maybe some customer bought a fake RMA sticker and put it on there -> The vibe I get from this video.
@@PowerChannel88 In the video, Steve called Gigabyte (the one who examined the board AND offered to fix it for $100 for Newegg) and gave them the ticket number on the sticker to them and was able to get confirmation that it was a real issue and was returned to the "customer" (Newegg in this case).
@@fuiwfnbnufjehnfojui4251 I was just making a joke based on Linus in this video ^^ I have watched the new video from Steve and yeah, it is even worse than most assumed, they just straight up sold a known broken board only then to claim the customer broke it.
Not fraud unless you can prove there weren't fuck ups at all at Newegg.
@14:56 Linus names three things: manufacturer, retailer, and consumer. But let's not forget about the shipping companies tossing boxes around like the stuff inside is indestructible.
Umm - you need to watch Steve's unboxing video. I defy even the most talented shipping company to cause the socket damage (a number of non-adjacent bend pins) which this mobo had. It had clearly been sold, damaged by someone, returned to Newegg who RMA'd it to Gigabyte, who quoted $100 for a repair (replacement) of the damaged socket which Newegg declined - got the Mobo back then sold it to Steve. And refused his attempted return, claiming HE'D caused the damage cited by the Gigabyte RMA tech before Steve even bought the board.
@@copperfield3629 I already watched it. I was speaking in the same general context as Linus was around that timestamp. I was not talking about Steve's specific issue.
Newegg has scammed me multiple times. This has been a known issue for years.
It's never happened to me.
Yet you keep buying from them
Its happened to me as well lol
@@prich0382 sometimes it's the only retailer that has what I need. Sorry, I don't live in a utopia where I can make sure other retailers are stocking what I want.
Agreed, Newegg screwed me once, never again. newegg is not needed.
Very disappointing to see this from Newegg. They hassled me on a return a while back, I simply sent them an angry tweet comparing the return experience with them to Amazons, and the rep manning the Twitter took care of me. Maybe that’s the route to take, not their “support” line
@@IvnSoft true, but then they try to switch to DM/PM as quickly as possible so the public doesn't actually get to see the interaction
Applies for CZcams as well
My account got compromised, emailed, only to get automated replies twice in a month
Went to Twitter and got a reply and direct message in no time
Same.... I had bought a Crosshair VII board that didn't work correctly. The RMA department couldn't find the problem so they sent me back the board. Then I wrote a 1 star review on Amazon and all of a sudden Asus was motivated to fix the issue. I ended up getting another board.
Wrong, Amazon returns are the best, no comparison to lowly newegg.
Steve did a new video, Newegg was informed about the bent pins. They sent the Motherboard to Gigabyte, who was going to charge them 100, to fix the bent pins. They rejected the claim, then sold the motherboard fully knowing the pins were bent.
Steve finally received the board . Steve opened the box when they returned it to him and found a tag on the motherboard stating that it was damaged when they received the board from a division of itself (Newegg) and it was placed back in the retail bin. They left the tag on the board and it stated that the pins were bent. They straight up lied to Steve. The entire thing was underhanded and reprehensible.
Here in germany, we have the electronics store, Conrad. I ordered a 3070, they kept my order for months without stock, cancelled it but beeing oit of options, I reordered, they again kept it for months, cancelled WITHOUT ANY INFO TO ME and when I found out, it took a month and legal threads to get my money. Afterwards, I found ~100 reports of the same stuff. Word is, they were going bankrupt, when this happened.
So what I want to say is, even well regarded companies can start doing sketchy stuff.
Witzig. Als ich damals gestartet habe Computer zu bauen und meine Freunde daurauf aufmerksam geworden sind und ich auf einmal für JEDEN im Dorf Computer gebaut habe, wurde mir gesagt bestelle niemals bei Conrad. Hab mich immer gefragt warum, aber hab das so als "Bauern-Regel" hingenommen. Scheint mir ärger erspart zu haben ^^
I've been in a 4 month back-and-forth with UPS about a package sent "over-night" from the Czech Republic to NYC that took 4+ days. I have yet to receive my refund they stated in a email I was entitled to. After the first month of emailing, they told me the "sender wasn't responding to process the refund," thinking I was the receiver, but I was the sender. I'm now over 40 emails deep to their "customer service" department, and I have made exactly zero progress toward getting my money. Now they want me to FAX (what year is it?!?!) a form to them. It is wild.
@@jima1135 good luck getting a refund from any logistics company... Hermes lost my 400€ package few years ago and I still didn't get any refund to this day
Ok. Conrad used to have a really good reputation.
@MightyGreen Wow! I'm quite surprised to hear that!
I often buy electronic components and mechanical parts from Conrad, and I even had opposite case: I purchased one of the uBlox 8 GNSS receiver kits from them, in their store in Mannheim. The kit consists of a PCB with the receiver and an antenna, but the box didn't have the antenna in it, and I didn't take a close look at the box until I got home. I complained to the customer service, and didn't get a reply, but I got the antenna in post a couple of days later.
Looks like the companies really change..
Yes, similar thing happened to me but it was a laptop 💻
Same
Thanks for the laptop emoji, I wouldn't have known what you meant otherwise
@@waldolemmer don’t be a bummer
@@apocalypseblues3897 dont be
@@apocalypseblues3897 don't 🚫 be 🐝 a 👀 bummer 😡
Oh, Linus. When Steve is as upset as he was, you should have feared the very worst...because, Steve's most recent video shows you how much worse it really was...
The fact that Newegg is selling openboxed items damaged is what's really messed up. That's just straight up scam.
I can't speak to Gamer's Nexus issue, but I'm happy to share my own VERY recent and ongoing issue with NewEgg and their poor management & customer service. Here's my story:
My wife ordered a new MSI monitor + paid for an additional warranty for the holidays and NE sent a refurb (MSI sticker on the back). When I challenged them on it, they said my SN didn't match their records and they wouldn't replace it, return it, adjust the price, or cover it under the warranty we bought. I had 5+ interactions with customer service and they contually denied my claim despite including photos of the original box & labels (complete with NE order #, UPS tracking #, and the MSI serial number visible). This is not the same as Steve's issue, but Bait & Switch IS a scam, and the behavior is consistent with the blind-eye that NE turns to legitimate issues or the possibility that there is an error on their side.
I have doubts that it will ever get resolved, but I'll continue to follow-up.
Threaten to do a charge back with your bank.
You could threaten to report them to the Better Business Bureau. That would probably get them to refund you pretty quickly. And if not, you could actually report them, and they wouldn't have a fun time.
I think you guys (LTT) totally missed the point IMHO. GN called it a scam because of multiple accounts where this happened to many of his viewers who emailed him about it. The "scam" is the fact that OPEN BOX items returned are being rejected - the money is KEPT and the item is NOT sent back in many cases. GN discussed nothing else! He's saying that this ONLY happens with Open Box items because New Egg can easily throw the blame on the customer by default. It doesn't happen with BRAND NEW products, ONLY Open Box items - you need to pay more attention to the details here. What GN basically said is this: "its his word v.s. theirs with an Open Box item return" - which I agree with him, he's 100% right. If they are going to sell an Open Box motherboard, its THEIR RESPONSIBILITY to make sure they're shipping you a CLEAN board with no bent pins, the burden of proof is ON THEM! If its an open box item, then they SHOULD PROVIDE PICTURES OF THE INSIDE - its the easiest way to do business with ZERO confusion, NO ONE can argue with photographic evidence ... but to simply peg their word against his ... and push all the burden of proof on him as a customer is stupid and lame AND is a SCAM. Imagine they do this to 1000 customers? Maybe 50% will just give up and eat the loss, this is THE definition of a SCAM! I understand you're trying to be pragmatic here, but I must call a spade a spade ... this is 100% a repeatable scam, and the normal consumer would have NO way to resolve this other than a charge-back and or eating the cost and never doing business with New Egg again.
if anybody bought anything on black friday 2020 they was adding extra money on your cart before tax and shipping czcams.com/video/4Cg_t6yA8Ds/video.html
The order shows GN paid $599 for the board which is the new board price. The current open box price is $509. Tells me GN paid for a new board but was shipped an open box defective board or changed the GN order to show it was a open box.
Well this aged like fine milk after seeing that gamersnexus contacted gigabyte about the exact motherboard and found newegg had it in JULY with bent pins and DIDN'T repair it. Sounds like they actually were intending to scam customers. I refuse to shop at newegg ever again.
They'll probably start sending out empty boxes soon. And when the customers complain they'll just say they are lying and trying to steal from them.
The absolute best possible scenario for Newegg here, giving them every benefit of the doubt, means they have really shitty and incompetent customer service and RMA people. And thats the best case for them. I would never ever buy a single thing from a company that acts like this.
Well the best possible scenario for them is that someone at his office opened it up before shipping it out to them and did damage it. I think the video brings up a good point there are so many hands in this it’s not really clear where the mistake happened.
It could be that he got a broken product and then returned a broken product. I don’t think Linus mentioned that it could have happened during shipping. Ideally the guy working at UPS or FedEx levitates your box through the air and gently hands it to someone it’s not even entirely impossible that the shipping company opened it
@@quatjohn4375 The issue also lies in the fact that, despite that many hands, NOBODY was able to rectify the mistake, going so far as to even continue to blame Steve and then proceed to still keep the motherboard, effectively scamming him by taking his money and keeping his product.
@@quatjohn4375 For my taste this video gives way too much benefit of the doubt to the company and way too much fault to the customer. I highly doubt that GamerNexus would make their video without being certain that no-one of them actually opened the package. And it is also ignoring the fact that they would not show him the damage they claim, and on top of it, after refusing to give him the money back they even claimed they sent the product back but never did. In my opinion in this case it is very clear that the responsibility lies with Newegg 100%. How would you bend pins during shipping? And how would thermal paste get on the board? Are you saying the UPS guy opened the package, tried it out, broke it, then repackaged it? And what is indeed not debatable is the bad customer service. Regardless of who broke it, the way they handled that was pure shit. And if you have to reach to ridiculous explanations you sound more like a shill for a company than someone trying to reasonably look at a situation. I will believe Joe Schmoe over any big company every day, let alone a reputable person known in the community. If it happend to you, would you still say "my bad, keep your $500, maybe it was the UPS guy"?
@@PowerChannel88 I’m not saying it was hands down the customer I’m agreeing that it was likely Newegg’s fault but just saying it’s not cut and dry and it’s almost just as unlikely that Newegg messed up as Gamers Nexus ( who mind you isn’t just a little guy either it’s a company just like Newegg just one has a face and talks to the public and the other provides goods)
I think perhaps like Linus my experience working with the general public perhaps has jaded me to this type of thing. Because in my experience being on the retail side I’ve never seen a reason a company wouldn’t take a legit return they usually protect themselves with their return policy. I think if I remember this was a refurbished board and Newegg should be more lenient with this product since they likely have a team to handle stuff like this so I am saying that in Gamers Nexus’ favor but also saying working retail I have seen A LOT of shady returns and they all swear no wrong doing on their part. One guy bought a brand new Rainbow Six game then came back and returned it saying a 3 year old copy of Madden was in the case which I doubt when Ubisoft shipped the game they shipped an old copy of Madden instead of their brand new game
@@quatjohn4375 With the updated video from Steve we know it is even worse. There is literally a giant RMA sticker from the manufacturer on the board saying the CPU is damaged. Newegg had sent it to RMA with the manufacturer months before they sold it to Steve. Newegg then decided not to pay the manufacturer the $100 for RMA and got the board back and just sold it as if it was functioning. And then afterwards claimed that the customer, i.e. Steve broke it. So either no one in their RMA ever looked at the board before reselling it as "Open Box", which would be very incompentent, or they straight up are defrauding customers by reselling broken hardware to shift the loss to the customer. I get it, people can be assholes, but still, I'd rather have a bunch of asshole customers getting some refunds they don't deserve than a big company stealing money from honest customers to prevent it. Especially if there are clear signs that the products the company sends out are already broken.
I bought a motherboard through them in August 2020. It was lost in shipping, tracking didn't change for weeks and they told me I was on my own and wouldn't help me, and acted like i was trying to steal from them. I asked for a replacement they said I could order/pay for one but they would charge me for shipping if the first showed up. I ended up having to contact usps myself to request a package trace and they ended up finding it. But the way Newegg treated me I won't shop there again.
That's crazy. Amazon's policy on that is a million times better. Amazon might have you wait a couple days and if you still didn't get it, you can request a new one be sent out or a refund.
you guys see the update yet? where they actually got the board back and it had the damage specified, as well as an RMA label, from when newegg sent it to gigabyte to be checked out, before GN purchased it, that said it had bent pins and would need the socket replaced, a service which newegg then declined, and then they got it back, left the sticker on it, resold it as "OPEN BOX" then when he sent it for RMA they told him no because they inspected it and it had bent pins... with the big sticker on it saying it had bent pins before he bought it staring them in the face
He has the mother board back, and the pins are bent. It looks pretty bad including the box. He updated a video which explains things better, and New Egg was at fault, which we all suspected anyway.
it was open-box
Came with a RMA sticker from Gigabyte which Steve found out that newegg refuse to pay for socket repairs
I worked at a few different parts stores when I was in college, a local mom and pop store, an autozone, and then a large classic car parts retailer. At the small local store we got very, very few inauthentic people trying to scam their screw up as defective. It was a 3-4 time a week experience at autozone from batteries that weren’t ours to shorted electronics to even a timing chain that a guy “never even installed” that was covered in oil and dirt in the box. That guy even attempted to come back later that day and soak the thing in brakekleen before bringing it in.
People absolutely think that a large corporation can just eat the cost of a return so they might as well try to return everything they can.
Part of this feels like what our local Fry’s used to do, which is why I quit shopping there a long time ago. They’d get RMAs and instead of actually checking the item over and sending it back to the OEM, they’d just toss it back on the shelf and let the next poor sod deal with it.
We constantly had things that were just…missing parts. Coolers missing mounting screws, etc…
Hell, one time we went in to grab a head unit for my friend’s car and there was a whole ton of resealed packages on the shelf that had red labels on them saying “PRODUCT DAMAGED RETURN TO MANUFACTURER”. And they were *selling them to customers*. Oy vey. It’s no wonder they went out of business.
Sad to hear thats how they went down but yeah I concur. About a year before they closed down I bought and then returned some headphones from them because they would randomly lose connectivity or lower the volume. I returned them but got hit with a "restocking fee" for a product that was subpar.
Unfortunately this is a common occureance in retailers. You can find many stories about Best Buy selling used as new. Amazon does it too. It should be illegal to sell a returned/open product as new
Oh yeah this was common knowledge with frequent buyers at Fry's. You had to make sure the item you were grabing was actually brand new unless you felt like taking a gamble. At least in my experience the few items I had to return they never made it a hassle.
I am pretty sure that Gamers Nexus showed a factory tour for, MSI maybe?, which was documenting the production process to help with RMA of video cards I think, so IDK why they wouldn't be able to do that for MBs as well.
I was scammed by Newegg recently with a motherboard. I bought a new motherboard but I received a used one with missing pieces
'Nobody messes with Steve and gets away with it...' How ironic!
I’ve had multiple bad experiences with Newegg- I totally believe him. Avoid unless there is no other option
Yes, Avoid newegg at all costs.
Gamers Nexus did not even open the box the MOBO was shipped in so there is no way they caused the damage.
Some are only worried about money and will defend monsters
They didn't need to because it was sold as an open-box mobo, so yea, it was already opened.
@@dabneyoffermein595 An open-box they resold despite having a literal sticker on it declaring that the manufacturer said it needed to be repaired and newegg declining that repair. Open-box doesn't actually mean you get to sell products you know are broken.
@@neruneri Ah , good explanation. Sounds like New-Egg is going to ease up on its strict policies. I was just able to return something that was beyond the return period. They probably won't do that for very long, but I think they are trying to have a better customer experience. I did have a pretty good reason for them to accept the return and give a full refund, but hopefully, it's an example of a kinder, gentler NewEgg.
Something like that happened to me about a month ago when I was building my first PC. Bought a motherboard from Newegg marketed as new and was sent an obviously used one with missing pieces. Sent it back and they didn't give me a full refund because somehow I was at fault for the missing parts- even though they sent it to me like that.
Always make a video when you recieve and open something like that. Catalogue every part. Cover your ass.
I had thought about ordering a GPU from Newegg but now I’m not sure haha
Contact GN cause they're looking for people that got scammed and have a proof
@@Olivia-W Its sad that folks have to do that. I never even contemplated doing something like that... only if I were to make a youtube video for a box opening... but I've yet to do that in life.
Update from this.
Newegg had received the motherboard return from original customer in early 2021.
In July newegg sent it to gigabyte for inspection who in a report effectively said "the socket has bent pins but we can do a repair for $100"
Newegg said "nah fuck that" and got the motherboard back.
Newegg then sold it to GamersNexus for $500 in December who immediately bounced it back as it was no longer needed.
Newegg then blamed GamersNexus effectively saying "you bent the pins" despite having a report from Gigabyte from 6 months prior stating otherwise.
When GamersNexus explained they never opened the box Newegg changed thier excuse and said "there's thermal pate in the socket so it's obviously been used".
That covers it upto the original GN video.
If the original buyer broke it.... the returns team never checked it.
OR the return team broke it and tried to pawn it off.
Either way on return from gigabyte it was known faulty but they didn't care.
The people who sent it to GamersNexus either didn't realise the big fucking report note on the board when they checked it *Again* .. OR they did know it was broken and was just hoping GN was a sucker who would take the $500 fall.
An honest company would have paid gigabyte the 100 dollars to have it repaired. Well they saved the 100 dollars but probably lost hundreds of thousands of dollars in sales from this story.
@@atnfn Lost count of how many times I've watched companies lose millions to save thousands. Sounds like it's time to stop subsidizing the rich, and then some.
Now I really hope Steve sends in a support ticket for LTT Merch.
I think Linus would actually reply either for the content or because they're buds.
I'm a product manager for an online retailer and a systems integrator. We obviously use third party motherboards for the SI part and I can tell you that even though we go through hundreds of the things per month, the total number of MBs with pins bent from the factory is exactly zero.
His was opened prior by another client.
I agree, brands always q.a. products.
if not, you go bankrupt
It's a extremely low possibility, but let's not underestimate people's abilities to fuck things up.
@@carnsoaks1 I know, I wasn't talking about Steve specifically
@@ChuUnthor Linus said it has happened to him, specifically. So with a sample size of 1 person, it happened to them.
In your experience sure, but there's many people in the world and also many motherboards being manufactured. To say the odds are that not a single time one of those people made a mistake or tried to cover something up and that was missed by another person and slipped through the cracks is absurd. Not the same industry but i work at a car manufcaturing factory where we convert LHD vehicles to RHD, I can tell you from personal experience people fuck things up all the time and it gets missed. Bolts not fully tightened or crossthreaded, too much loctite applied so you snap the bolt attempting to remove it, electrical harnesses not plugged in properly or their cover is damaged and you're unable to remove them from the connector properly or even just straight up wires ripped out of connectors. Sure a MB manufucturing factory might run a tighter ship than a vehicle one but basically shit really does just happen sometimes
Watch the newest GN video - it's now proven that the mobo has been KNOWN to be faulty and it's been documented by the manufacturer. Newegg blatantly tried to scam Steve.
The fact they sent him back the motherboard with the RMA sticker from Gigabyte still on the board proves that they are too stupid to even think of trying such a scam. Not sure when this whole thing happened but if it was over the holiday season it's possible that every competent employee was on their holiday break and just left the scrubs to take over. Whatever the reason was it's clear that whoever was handling this particular case at newegg had no idea what they were doing. I mean if I was trying to do such a scam the first thing I would do is take pictures of a similar board with good pins as "proof" the board was undamaged before selling.
Steve's new video has moved this story on a lot. The most plausible explanation is that Newegg put a known faulty product back into stock and sold it to a customer, it should never had been sold to GamersNexus as it was.
Bought a used Mobo off Newegg after USPS destroyed my RMA (box literally dunked in water and crumpled, the Canada Post employee was very apologetic when giving it back to me, but the warrantee process was a real PITA with the bad faith from Canada Post), there was thermal compound spread everywhere, including the cpu socket. Newegg probably don't even check them at all.
There are also third party resellers on newegg, you should probably contact them if you still can.
was going to say, imo the most likely reason is other customer returns. But you then go on to cover that. For end-user it doesn't really matter if it is a scam or incorrect procedure the outcome is the same for those customers.
Easy, lies with newegg to reimburse the seller. It is where you buy it from, that has the responsibility to the customer. Or at least where I live, obviously not the case in USA.
up to newegg to then take it up with the manufacturer.
"Where should the responsibility lay" is a murky question when dealing with brand new product, but when reselling used stuff it's actually super clear. NewEgg sold the product as opened box, which means they have a responsibility to either 1. ensure the product is working before shipping it out, or 2. give the benefit of the doubt to the customer. NewEgg clearly failed to do either - and this was clear even before the second GN video was released. I'm a big fan of acknowledging nuance where it exists, but it feels like Linus is trying to invent some here. It was high-risk merchandise that the retailer at least implicitly sells as being verified working, when it wasn't. That's not maybe on the customer, that's not maybe on the manufacturer, that's entirely on the retailer that sold it.
If a company sells an open boxed product then they should obviously know that it's more likely to be defective than a new board, and it should absolutely be on them to guarantee functionality, or eat the cost of a high return rate. If you don't want people to falsely claim your open boxed products are dysfunctional, then you need to invest resources into verifying the product and documenting that verification so that you can prove when customers are lying. If you don't want to spend a bunch of money on testing products before shipping it out, then you need to accept that you actually don't know whether the products are functional, and that you can't claim the customer is lying. What you CAN'T do is half-ass the verification or documentation thereof, and then claim the customer is lying. Maybe they are lying! You don't know. It's a delicate piece of hardware that was given to you used, and you didn't properly document verification.
Should the manufacturer be responsible for the cost of a used board that the retailer didn't check? Should a customer be responsible for a used board that the retailer didn't check? No. It's obviously on the retailer.
Yeah, definitely linus is being way too "fair" it's quite obviously not the customer nor the manufacturer... clearly, abundantly clearly
It wasn't even open box, they just blatantly lied. It was refurbished, but they didn't even pay to get it refurbished. They sent it in for RMA then refused repair on the bent pins, sold it damaged anyways, AND left the RMA sticker on the board verifying the bent pins were diagnosed months before the purchase date. It's all just lies and scams and there's no debate here.
@@brandonjohnson4121 Yeah the second video really showed off just how negligent-at-best NE was, but in fairness Linus didn't have access to that when he made these comments so I restricted my comment to stuff that was known just from the first vid.
@@candorcore3502 Linus jumping the gun before all info was available just to get more clicks isn't exactly a point in his favor in my opinion. He covered the topic THREE TIMES across his channels in the few short days before GN even came out with a second video. 3 to 1 ratio for coverage on something that didn't even happen to him and didn't have the full story released yet isn't exactly a stellar case point. He doesn't care about spreading the truth. He cares about starting as much drama as possible for that sweet sweet revenue.
@@brandonjohnson4121 Not just that, but clearly he is defending NewEgg, like we haven't seen Linux doing this kind of stuff before. It's just a PR paid response from NewEgg trying to hold some people back. Do not expect a new video from Linus clarifying the situation, NE won't pay for that.
Adding a tab over the plastic cover that breaks when you remove it would clearly show if somebody tried or not installed a CPU.
Unrelated but years ago in Poland I bought a mobo and my system wasn't running correctly (maybe incorrect DDR RAM for the CPU? Don't know, either way it was choppy and stuttering) and I sent it to the retailer to fix it and they refused to do anything about it (fix or refund), claiming I damaged the mobo and sent me photos of the mobo during the service where I spotted clearly visible bent pins. Obviously I didn't do it because otherwise my system wouldn't turn on in the first place (before their claim about the damage I sent them graphs of my system running, where it stutters etc). So after many customer service battles I had to give up and I posted a super negative review on a review site about them and literally the next day they contacted me and proposed a deal that they will refund the money if I delete the review. Of course I agreed but since then I refused to buy anything from them. Way to lose a potentially long term customer over a fucking board.
what manufacturer
@@davide4725 X-Kom
@@The_Viktor_Reznov co za bydlaki
Honestly, I would have just ate the cost and left the review up. People deserve to know about this.
@@x_voxelle_x I wish I could afford to eat the cost
i have boycotted newegg for 14 years ever since they charged me a restocking fee twice to return the same defective item.
I’d like to see Linus revisit this topic since Steve’s video today showing that Newegg knew it was damaged, rma’d it to the manufacturer, then chose not to repair it, left the manufacture rma sticker on it, and sold it anyway, then refused to refund Steve even with the manufacturer sticker showing Newegg chose not to fix it on the board.
Well, it was revisited, but kinda went on a tangent. I'm still voting for gross incompetence at several levels rather than malice, but one of those levels is in training people to be more than checklist monkeys.
Turns out it’s even worse. NewEgg itself tried to RMA it to gigabyte first because it was damaged. Then they sold it to gamers nexus knowing it was broken and claimed gamers nexus broke it.
Got a dead power supply from Newegg and never got the $170 back
Of course it should lie with Newegg. They’re the middleman. Their entire reason for existence is to service the customer. They provide literally nothing else of value to the transaction.
i hope to see an update to this story next week after they have seen the video from steve that just got released because it was clearly newegg trying to screw steve out of his money
So next time I order something from NewEgg I will leave them a note: " I know someone who knows someone who knows Steve!"
I had an experience at Microcenter when I bought a brand new board - it looked brand new, but the tape on the anti-static bag was off as if it were opened. The board worked fine but when I finally booted I noticed it had the latest BIOS installed (like a week before the the date I bought it) The board was an older model that only said Ryzen 3000 ready on the box. So I assumed they opened up all their motherboards to update the BIOS. I could be wrong but something seemed off - but at least mine worked and looked brand new.
You're mostly right, but it definitely wasn't due to anything nefarious. Micro Center had been proactively preemptively updating the BIOS on most of their new B450/X470 motherboard stock. BIOS updating is actually a service they offer and normally charge $30 for and were basically giving it away for free.
@@AngryBerb I'm assuming they did updates to ensure people wouldn't return boards for not working with 5000 series CPUs.
didn't purchase from microcenter, but I bought a mobo+ram from a dedicated computer shop, when i went to pick them up, they already updated the bios and seated the ram to test it prior to sending it out the door. might be a semi common practice from some retailers. everything was still squeaky clean + the plastic film over the shiny parts was intact.
Bought a B550M from Newegg a month ago. It arrived with an year and a half old bios on it. Great for not even booting with my 5800x...
A brand new - unopened board that has a bent pin - no other owners - the consumer should not be responsible period.
Sorry, no. Not "Brand New", it was sold as "Open Box". But that's the ONLY part of this story which is anything other than horribly negative for Newegg. Watch Steve's second video with the unboxing and the full damning truth is revealed. Newegg's returns process and philosophy is horribly flawed and its people either totally incompetent or wilfully engaging in behaviour which is unethical and fraudulent (or possibly both).
Watching Gamers Nexus' video answers all of the questions posed and rebutts all of the hypothicals posed. He got the mobo back and the RMA trail is very interesting.
I record it when I open something expensive, including an initial inspection of whatever it is, all in one take so it can't be claimed to be edited.
It may seem silly, but I do it because I got similarly screwed over on an RMA of an expensive item years ago where the retailer blamed pre-existing damage on me and wouldn't refund or replace it.
well new information pretty much proves it was a deliberate scam. NewEgg had tried to return the motherboard to gigabyte, and it was for the reason of bent pins. gigabyte told newegg it was obviously damage caused by the end user and thus not under warranty but they could fix it for 100 bucks. newegg DECLINED to have it fixed, and had gigabyte ship it back to new egg, WITH A STICKER ON IT SPECIFYING IT HAD PIN DAMAGE, and THEN they sold it to steve, steve returned it, and then WITH THE STICKER STILL ON IT they told steve it was HIS FAULT that it was damaged. They had THEIR OWN STICKER right in front of them proving it was damaged before they sold it to steve, and continued to LIE about it saying it was steve's fault.
We have this idea of digital twin at my work. Where at the very start of a products development, tied to serial, you can see it go down the manufacturing line and see all the tests being performed and what the results are. Something like that could be beneficial in this use case.
The 'open box' nature of the motherboard absolutely matters, because when they got it back GN opened the motherboard and found it had a previous return notice sticker on it. Before selling the product as new open box, New Egg themselves had tried to return the motherboard to the manufacturer and been rejected for the same damage that they later tried to blame on GN. So New Egg knowingly sold a broken product and then denied the inevitable refund for the damage they knew the new purchaser didn't cause. Scam is absolutely the right word for it.
Well, GN's recent video clearly shows that they knew the pins in the cpu socket were bent, but they "sold" it, anyway. They didn't just deny his refund, but they claimed they re-shipped the motherboard back to him once the refund was denied.. which they didn't. So, they were keeping his $500 and the motherboard.. probably so they can "sell" it again.
The last GN video changed a lot of this story.
I work at Canada Computers doing Returns and Defective Exchanges. It's actually a huge amount of people who try to return physical damage.
Yeah, your experience is older, but I can say it's still happening for sure.
You probably have such a thankless job. I can only imagine the ridiculousness you see. You have a good story ?
Honestly, unless you can prove without a shadow of a doubt it was consumer error, the burden needs to lie with the retailer. That's the cost of doing business.
It's interesting watching this clip and hearing possible explanations after watching the updated video where Gamers Nexus got the motherboard back and inspected it. Especially since it had a dated label from last year that the manufacturer rejected an RMA from Newegg and yet it was resold anyway.
I had a problem where I bought a new in box MSI board from Newegg that actually had a damaged pin on it. Newegg refused to even touch it and I ended up having to RMA it with MSI who said they were going to charge me 80 to 150 dollars to fix it. They ended up not charging me anything for which I thought was a lucky break till I got my motherboard back with the SSD bracket broken off. Thankfully I was able to fix it with super glue... That's the support you with a 500 dollar motherboard I guess.
The new update is even worse... they knew that the motherboard was damaged even before it was shipped... it had a big sticker of the RMA with a date and what was wrong... the date was before the purchase...
They probably thought it couldn't get any worse, then saw the second video with that stupid big sticker
I wonder how linus's opinion may have changed since the revelation that Newegg in fact did knowingly send gamers nexus a defective item. The motherboard literally had a separate rma sticker on it that said cpu pins damaged. The pins were also very visibly bent. Best case scenario is that no one at Newegg is actually looking at the products they are sending
There's a followup video. It was actually an open box that Newegg had a denied manufacturer RMA on before. That board was known to be bad by them.
I had this exact thing happen to me a few years back, received a motherboard amd the pins were bent when I opened it. They refused to rma or refund the product and screwed me out of $250
Not a surprise from a scummy company.
Never had a problem with them. Lol
I have.
@@YuhNinja I haven't either, but I've never tried to RMA anything from them.
LTT "The chance that the retailer actually damaged the product is extremely low" ( Gamers Nexus Opens the returned MOBO) RMA Stricker for Gigbayte MOBO says Newegg sent tthe MOBO to them with bent pins and denied the RMA for $100 to fix the bent pins and then sent the same MOBO to Gamers Nexus months later as if it never happened.
Also possibly if they have prebuilts out on display, when it comes time for the next build to go onto display or if the one being displayed doesn't sell, they try to take it apart and sell the pieces individually.
Having worked RMA my experience is just what Linus is saying, a lot of customers lie. The weird thing is that they lie even when they don't need to. And when you catch them contradicting them selves they double down. The thing is I didn't really care. All I wanted to know was why they returned the product.
One of the most common issues stated by customers are DOA, or Dead on Arrival. And this is often abused, but not mostly by individual customers but by companies sending in their RMA products. So when a computer company sent in a motherboard they almost always just stated DOA. The first thing we did with any RMA motherboard was to try running it. Start with a empty motherboard and power and see what the POST diagnostics report, which should be a CPU malfunction. Add processor, memory and graphics card and test again. Clear CMOS and test again. Flash BIOS to latest version and test again. if it still pass POST it is NOT a DOA motherboard. And that happened way to often.
So why did they get a RMA for it? Well it could be just about anything such as stability issues, performance issues, ports that didn't work or simply drivers they didn't install. But that take to long to write down so they just state DOA and send it in. And then the guy at the RMA department is left holding the bag with a motherboard that seems to work. Now we could just send it back to the customer once we know it will pass POST. But if the motherboard really had a problem it's just begging for problems further down the line. So you call the customer and if you are lucky they actually tell you what was really the problem, but often it's their customer who said the motherboard was dead. And so you test all you can. Test every port and every memory slot, PCI-e slot. You run stability tests and frustratingly often it will pass all of those. This takes time that a tech could have spent doing something useful instead of hunting a problem that might not exist.
And all that would have been needed was that whoever requested the RMA had written what the problem was and not just DOA.
And then there's the real problem, those that routinely break stuff just because they don't care. If it breaks you just request a RMA. Problem solved. I had a customer who returned a motherboard with a destroyed CPU socket. It didn't look like something that the manufacturer would ship in that condition, but at the same time we couldn't prove that the customer had destroyed it, and where I live the law says that if we can't prove it the customer has the right to have the product repaired, replaced or refunded. So we sent a new motherboard. New from stock, but I opened the box and examined the socket before shipping it. Well it came back looking almost as bad as the first. The customer once again claimed that it was DOA...
And this is just one I remember because they were so incredibly stupid about it.
Work in RMA for long enough and you get very jaded and start assuming the worst of every customer.
The 1st motherbord I ever bought (tuff wifi plus z490 bord) came brand new with the socket protector dislocated from the socket and pins where bent over because the socket protector bounced around in box during shipping. I photographed the socket damage while in the sealed antistatic bag and got a refund.
In this situation i think the responsibility is entirely on Newegg, the product should've been photographed and inspected. Steve mentioned they didnt get the photos that means Newegg didnt take any in which case its their responsibility and whatever the customer claims is the truth.
"I was the first person to open it...and I've seen bent pins."
Clearly dropping stuff is Linus's superpower....
I have seen straight from manufacturer products arrive missing caps AND pins before.
It was gigabyte I believe.
Worked for a family shop in Toronto Canada.
We took the loss or we lost the brand.
Lots of PC parts manufacturers have questionable business ethics and don't stand behind their products.
@@kusayfarhan9943 I have bad experience with one of the manufacturers. I buy a 1060ti after a month it's launched for my build that I eagerly await for months. The PCI-E on the graphics card is literally bent and the board is cracked out of the box. I contacted them, give them pictures, they asked if I already installed it on PC, I say no, because the build doesn't even started yet (still waiting the shipment for my case at that time.) Then they doesn't do anything else after that. I called their customer service and no answer whatsoever. Still mad about it.
mann this didnt age all too well after the new nexus video. for anyone who might see this watch his video once he got the board back. turns out it was damaged way before he got it. it appears that Newegg sent an RMA to the manufacturer one the board, denied the repairs (would have cost new egg 100$ to fix the board) then some how, malicious or not it ended up back on the shelf and got sold to none other than GN. THEY EVEN LEFT THE MANUFACTURER RMA STICKER ON THE BOARD ITSELF. wild story honestly
I actually accidentally applied this $200 replacement keypad on wrong that was purchased from a relatively small machinery company. I told them that I didn’t install it correctly and the adhesive had bubbles in it. I was ready to just pay for a new one, but they sent another one for free which was really awesomr
There has been an update video. The situation is far worse, Newegg sold known defective goods since Newegg sent it to Gigabyte as an RMA and denied the repair cost before reselling it. They even left the rma forms taped to the mobo.
After what happened with the Gigabyte PSUs I am more inclined to breve this is malice
Also have to take into consideration what was actually said by Newegg reps.....socket damage was one thing, but then they stated there was thermal compound on the board. Two different excuses..unless "socket damage" by their definition could also mean thermal compound on the board.
The video they released today is pretty damning. Especially when they leave the info on the board from the manufacturer which you can get the info back from the manufacturer and prove that NewEgg per the phone call with the manufacturer shows they didn't want them to fix it and boxed it up and resold it.
For the record, the listing was OPEN BOX. Which shouldn't matter they need to deliver you a working product. If it's not working then they need to list it as so. I have been screwed by a new egg not too long ago on a 3060 TI when they were new. I bought and it said open box, I didn't see where it said open box because I thought it would be in bigger print or in the listing. My mistake and I'm out that money now. But lesson learned I guess, just glad that this is getting attention.
Small claims court, they defrauded you, so take them to court. Odds are they settle with you instead of going through the hassle of a trial.
Linus man there was a sticker on the motherboard saying it had CPU pin damage which was sent by Newegg and the manufacturer said to Newegg give us 100 dollars we will fix it for u. Newegg denied, and they re shipped to gamer nexus. And it wasn't 1 bent pin, there were tons of bent pins
For clarity - if you watch the video closely at the beginning you will see the motherboard was an OPEN BOX item they purchased. Which means someone had their hands on it before it was sent to Gamers Nexus. That said since they didn't open the package that was sent to them Newegg's response was BS. And if GN had opened it and saw they damage they would still be in the same boat. OOPS made this comment before Linus got to it in the video.
Guess I wont shop from newegg anymore.
I think the closest to scam that newegg is with this is how they present (specifically) openbox/used products versus what they will accept back in return. Plenty of people can share accounts of bad experiences with openbox products from newegg, and their validation process IMO is simply not up to snuff in general let alone when you take into consideration how strict they can be on RMA's for said items.
If you don't want to trust customers and you want to be super strict on returns that's one thing, but by god they need to make sure they aren't sending out crap to the customers to begin with.
I used to work tech support for Apple way back in the day, and it was always fun when people asked me how common issues for an iPhone were. I'd always just say that no one calls in to tell me everything is working, so my only reference is what's broken 😅
It would be easier to claim that you received a broken motherboard, and request a refund!
I respect linus for letting steve get his content and money out of the news and letting Newegg hang out on a wire before they probably make a whole video on one of the lmg channels. Coulda easily been a techlinked story last wenesday or monday about it.
I once purchased an open box factory repaired item from a reseller where I live, and the board’s inner socket was actually caked in paste. It was an X570 Tomahawk. I had to drip contact cleaner into the socket after removing the socket cover to clean it up.
You should see Gamers Nexus update video. He got the motherboard back and opened it on camera. What Newegg did was atrocious. They sent it to Gigabyte in an RMA (Sticker still on the board). The RMA'd it to Gigabyte for bent pins. They got it back from Gigabyte after refusing the offer to fix it for $100, and then Newegg put it on the shelf for sale WITH THE RMA STICKER still on and sold it to Steve. Then refusing to refund his money for bent pins EVEN THOUGH THEIR OWN RMA TICKET on the board said they returned it to Gigabyte for bent pins!!. Unforgivable.
Update after watching the new video from Gamersnexus. It really looks like a scam
And the tldw for the update is that there was an rma sticker from gigabyte on the board from when Newegg sent it to Gigabyte back in July of 2021 (GN purchased in December) and Newegg elected to choose to not pay the $100 for Gigabyte to repair the board and then apparently put it back in to stock when they got it back.
This video is outdated. After new video from GN... It's actually looks like it was a real scam.
That's why I'm never shopping with Newegg again. Luckily, I had bought my motherboard on Amazon, and it arrived covered with thermal paste and the little plastic shield for the CPU socket was nowhere to be found and a lot of pins were bent. I sent it back, they sent a brand new one, didn’t cost me a cent. It's not that I don't like Newegg, but their return/RMA policies are absolute garbage.
0:37 The way Luke was looking at Linus lmao
14:15 IMO, most CEOs (especially of large corps) "live in a magical fantasy land" where certain things are entire impossible, even though the laws of physics, big numbers, probabilities and such prove otherwise
14:57 insurance companies, oh wait they're often debated to be scams themselves, lol
15:47 describe to me a product validation process that is completely impossible to circumvent/cheat. I'll be waiting until the end of time, because "where there's a will, there's a way." Anything you come up with is just another iteration in the cat and mouse game
Steve made a claim in his video that the board was listed as new in the website before his RMA was denied. A claim he couldn't support but at least one user had the screenshots to back up that claim.
GN's newest video covering the scam pretty fairly places the blame on Newegg. Anyone who's missed it should check it out. Newegg themselves RMA'ed it (whether this happened after a customer returned it or not is irrelevant since it was re-sold to GN AFTER a Newegg submitted RMA to Gigabyte).
Having just watched the update video, it's so much worse. Prior to selling that board to GN, Newegg had sent the board to Gigabyte for RMA, Gigabyte said there are bent pins, it would cost $100 to fix, Newegg declined, Gigabyte returned the board, then Newegg resold the board with the Gigabyte RMA sticker on it to GN. This was more than just a mistake as the process Steve documented that he went through shows that Newegg doesn't have procedures to handle RMA's properly and have a terrible dispute resolution system