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Newegg.com Support Ticket - Would not refund money on defective laptop.

Newegg.com Support Ticket

Would not refund money on defective laptop.

Created By: mongoo's Picture mongoo Last Reply: boing777's Picture boing777
Priority Level: [High] Status: [Open]
Created: 4 years ago Last Updated: 1 year ago
Department: N/A Replies: 1

I purchased an Acer laptop form this company. 4 days after purchasing it, it went on sale and I requested a price match. They refused to credit my preferred account for the matching difference and issued a customer care gift card for $80. 2 weeks after purchase, I discovered the keypad was not working on any of the programs. I restored the machine and retested and it still did not work. I attached an external keyboard and that did work, so I know the keyboard of the laptop was bad. Filed an RMA and returned the unit. They received it and claimed to have tested the unit (in 1 day) and said it was fine, NO WAY! They charged me a 15% restocking fee. After doing an online chat with 3 reps and a supervisor they would only agree to refund the 15% if I bought a laptop of equal or greater cost. Since nothing was on sale, I was forced to choose a laptop with lower specs that cost $40 more. I figured that by using the $80 gift card I would still be receiving a sale price on this unit and I was okay with that. 4 days after receiving the new laptop I received an email saying they would be deducting the $80 gift card from my refund. They also refused to supply me with a report of the test conducted by their technicians on the broken laptop. They flat out lied to me and forced to pay $40 more for a laptop that was not as good as the first one bought. I've been a customer for 10 years but I can never recommend them again after they have treated me this way. They should have refunded my money in full for the defective laptop. Instead they forced me to buy a lessor quality laptop at a higher price. I should have received a discount on the 2nd laptop I was forced to purchase.


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