Newegg Still Telling Customers That Installing New OS Violates Return Policy

A very long time ago (Monday), a Newegg customer wrote to the Consumerist tipline, complaining that her laptop exchange was denied because she had installed Linux on the machine. After we published her story, Newegg rushed to issue her a refund and told us that changing or upgrading the OS of a computer doesn’t mean that you can’t exchange it if it’s defective. Which would be a nice happy ending and all, except for how customer service reps are still telling customers the exact opposite of that.

Reddit poster Dogboy99 wrote to Newegg, linking our article and asking whether this is a change in policy, or just a one-time exception due to the angry Internet mob. Newegg responded:

Dear [Dogboy99],

Thank you for contacting Newegg.

We are sorry for the inconvenience. That is just an one time exception. Thank you for your understanding in advance.

If you have any further questions or concerns, please visit our FAQs page. If you still require any assistance, please feel free to reply directly to this email.

Thank you,

[redacted]
Newegg Customer Service

Huh. Just to make sure, Consumerist staff wrote in to customer service under a pseudonym (just in case.)

Dear [Consumerist incognito],

Thank you for contacting Newegg.

Please be kindly advised that if the item system has been changed or modified, we are unable to honor you a return and you will need to contact the manufacturer for further assistance.

If you have any further questions or concerns, please visit our FAQs page. If you still require any assistance, please feel free to reply directly to this email.

Thank you,

[different (redacted)]
Newegg Customer Service

We reached out to Newegg to clear up this discrepancy, and haven’t heard back yet.

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  1. Coffee says:

    It will be interesting to hear what people have to say about this. I’ve always had a good experience with Newegg and like them as a company, but their…dissemblance…here seems to justify some anger, or at least uneasiness. That said, people are generally far quicker to rush to the defense of companies with a history of good customer service. We’ll see.

    • CTrees says:

      I haven’t really had a good experience with them since… oh, six months after their IPO, and I’ve had some really terrible ones (getting screwed on mission critical deliveries, for instance).

      Before that, they were friggin’ awesome.

    • benh999 says:

      I always had horrible experiences with them and haven’t done so in at least five years. I think the final straw was a DOA video card they wanted to make me pay return shipping on, when other merchants like Amazon had it for quite a bit cheaper and did not charge for return shipping in cases of product defects.

      Geek cache is only worth so much.

    • poco says:

      I’ve generally had positive experiences with them as well. That said, I’m not a frequent shopper so maybe I’ve just been lucky.

    • Jawaka says:

      Newegg isn’t the only retailer to not offer returns when you install a different OS.

      The problem stems from the fact that most manufactures (HP, Dell, etc…) charges retailers a restocking fee when the return product to them. Therefore before they accept a returned product most retailers will want to test it before they return it to verify that it’s really defective. When you install a new OS however it screws up this process since the hardware really isn’t guaranteed to run on the new OS. Also most retailers don’t have employees who are familiar with Linux which prevents them from testing the unit. Lastly, the odds are they can’t run a factory restore because the customer likely blew away the restore partition when they installed Linux. So now the option for the retailer is either to eat the restocking fee which will lead to higher prices in the long run or refuse the return and have the customer deal with the manufacturer directly for a warranty repair. Pretty much lose lose.

  2. [censored] says:

    Someones got some newegg on their face now

  3. homehome says:

    That’s what I thought.

  4. slyabney says:

    So would this mean even doing the system recommened updates would render the product unreturnable?

    • longfeltwant says:

      Yes. It would also mean creating a user account would render the product unreturnable (it modified the machine). It would also mean that removing the protective plastic sheet from the screen would render the product unreturnable (it modified the machine).

      • RvLeshrac says:

        Wow.

        Way to completely fail at some basic fucking logic.

        They don’t accept returns on items which have had a new OS installed, DESTROYING THE ORIGINAL GODDAMNED RECOVERY PARTITION AND OS, because that makes the product UNFIT FOR RESALE. They have to SPEND ACTUAL MONEY to obtain the recovery media, then SPEND EVEN MORE ACTUAL MONEY to refurbish the unit, then SPEND YET MORE MONEY discounting the product so it can be sold as an open-box product, at a MASSIVE LOSS.

        If you MAKE THE RECOVERY MEDIA and RESTORE THE ORIGINAL OPERATING SYSTEM, they don’t care.

        You’re arguing that the car dealership should take back your car after you ripped out the interior, replaced it with a completely different style, then threw away all of the original material.

        • OutPastPluto says:

          DESTROY huh?

          You make it sound like something harmful and permanent when in fact it’s nothing that can’t be fixed with 5 minutes with the recovery CDs .

          That’s why the original consumer from this saga was able to boot Windows off of a thumbdrive in order to confirm that this was not a problem that can be blamed on the OS.

          It’s software. It’s intended to be changed.

          What’s on the hard drive is just data. I might not want to waste space on it.

        • matlock expressway says:

          Recovery discs normally recreate the recovery partitions.

          The entire point of them is to put the machine back into a saleable state.

          Chill out.

          • Oranges w/ Cheese says:

            Not any more – the way most OEM’s ship laptops these days is sans physical recovery media, so all the data is loaded onto a partition on the hard drive. If you install linux, that’s gone, so yes, the computer is now unfit for resale as new and must be refurbished to meet the original specs.

            On one hand I can understand why this would be an issue to a company, but I’d like some clarity on which way it is.
            Their inconsistency is not endearing.

            • Akuma Matata says:

              But if the retailer is going to accept returns at all they’re going to need the recovery disk because they’d have to re-image the machine anyway (given turning the machine on forces the user to create a user account, etc…) Therefore the idea that they’d have to spend money on a recovery disk is irrelevant because they’d have to do it anyway.

              • Lyn Torden says:

                Not to mention the need to remove all the unlicensed intellectual property, porn (especially kiddie porn), trojans/viruses (a great many of which extend their infection to the recovery partition). It’s far easier to just wipe the drive (every sector) and reinstall the OS from their master copy recovery disk (the licensing is already with the machine if the OS is Windows).

                Newegg CEO is just being stupid.

            • Southern says:

              Recovery Media (on DvD) still exists for each model, they just don’t SHIP with it because of the cost involved. If you call the manufacturer, they can almost always SELL you a copy of the recovery DVD(s) for a *cough* “nominal” charge.

              Most laptops also ship with a program that will let you create your own set of recovery media (both OS and installed Programs) when you first receive it.

              But IMO, anyone who doesn’t Ghost the drive to DVD before even booting it up from the hard drive the first time is just asking for trouble. First thing I did with my new laptop that I bought a few months ago was to attach an external USB drive, boot up to my Ghost CD, and create an image of the hard drive before I even booted to the hard drive for the first time.

              Now I can restore the machine back to a pre-booted factory state whenever I need to do so, whether it be from viruses, a new HD, whatever.

        • Sneeje says:

          First, calm down.

          Second, since the dawn of personal computers (I had my first in 1979), changing the OS has never voided the warranty or prevented a return of a defective product. The reason for this is that refusing returns on products that are fundamentally designed to be configured is contrary to all forms of basic reason.

          Times may be changing, but that doesn’t make the idea any less ludicrous.

          • Republicrat says:

            It’s useless trying to have a rational discussion with RvLeshrac. He has no idea how PC service works. He has never heard of cloning a disk before. He prefers going on these profane tirades to shout people down instead of dealing with basic facts.

            They do not need to obtain recovery media because they likely have 10-20 opened and running laptops of the same model sitting in their office (for various purposes). They can either generate recovery media (if supported) from another laptop OR they can clone the drive and recover it that way. There are no licensing issues because the laptop has a valid license for the software.

            • tinyhands says:

              Republicrat & Sneeje are missing the point. Hardware failure CAN be attributed to software, so if the end user dramatically alters the as-delivered installation, the retailer is well within his rights to void the warranty and refuse refund.

              The fact that retailers have been accepting returns since 1979 (unverified fact, but I’ll let you have it) has nothing to do with it.

            • wackydan says:

              They can’t generate the media… manufacturers due to demand from Microsoft can only allow one set of recovery media to be made using the supplied app in the preload. This process places a marker on the drive showing that it was created.

              Now, you can create the media… DBAN the drive and recovery the system… and that will remove that marker…

              But really… that is not the retailer’s job, nor are they set up to do any of that. Bottom line is, most of you do not understand how systems are entitled to support with the major vendors and most of you are dead wrong in regard to the return policy of NewEgg being something different from the rest of the retail industry.

              • acasto says:

                Umm… you seem to be the one missing something. I used to work with an OEM. The end user is limited to the one set of recovery media (though this is easy enough to get around with a linux live cd), not the OEM or whoever is dealing them. For instance, at our company we have a few different Dell machines,not the same models, but the recovery media will work for all of them as long as it the same OS version. With Windows 7 it is even easier.

          • wackydan says:

            “Second, since the dawn of personal computers (I had my first in 1979), changing the OS has never voided the warranty or prevented a return of a defective product.”

            Then you must still be using that computer from 1979… Because every major vendor and retailer follows the same practice at least for the last decade plus.

        • Lyn Torden says:

          They need to ALWAYS wipe the disk, regardless of the OS, just to be sure there is no leftover unlicensed intellectual property, viruses, trojans, or kiddie porn (or any porn). They need to put the OS back after that. So it doesn’t matter if the “wrong” OS was on there when returned. They already have a duty to wipe and restore, anyway.

        • Dre' says:

          You are completely clueless. The manufacturer can reimage a PC in about 10 minutes. This is already part of their refurbishing process.

    • Jawaka says:

      No, updated are a little different than installing an entire new OS which may or may not be supported by the installed hardware.

  5. CrazyEyed says:

    Just goes to further validate that NewEggs is actually more worried about PR first rather than changing their policy. So basically if I huff and puff to Consumerist or a media source, I can become an exception. Hell, I woulda had more respect for NewEgg if they would have denied the customer, continued to deny them a refund/replacement and pointed to their FAQ page for confirmation.

    • Maz says:

      Of course they’re worried about PR. I tried to price a rig between them and Amazon.com. I could get all the Amazon items via Prime. NewEgg would charge me a fair bit for shipping at that speed. The price difference between Amazon.com and NewEgg before shipping was negligible, making Amazon much better.

      So all NewEgg does have going for them is their stellar rep. And to be honest, that’s the only reason I ever bought from them. I’ve built four machines since 2003 from them. I don’t think I’ll be using their service anymore.

      • parabellum2000 says:

        I recently reached the same conclusion. The system I built, I ordered parts from both Newegg and Amazon. Some items were cheaper on Amazon, some on Newegg. I only ordered items from Newegg that included free shipping. I received everything from Amazon 2 days earlier than Newegg. I was unable to get the RAM to run at the advertised speed, and it took all of 1 minute to get an RMA from amazon which included return shipping. I ordered different RAM from Amazon, returned the defective RAM, and had the money back in my account in less than a week.

        I’ve had to do returns with Newegg and while they always succeeded they were never so fast or easy as amazon. I’ll keep shopping both sites. I hope Newegg ups it’s game. If Amazon ever loses it’s competitors I fear it will turn into Best Buy.

        • nugatory says:

          I used to buy everything tech related on newegg. Since their IPO I’ve actually been using newegg as a place to figure out what I want, then just buying it from Amazon. I have not found any online store that has the parameter search tools of newegg.

  6. Vox Republica says:

    Oh cool, we’ve hit a Newegg apology recursion loop! Apology, limitation of apology, apology for the limitation of apology, limitation of the apology for the limitation of the apology, apology for the limitation of the apology for the limitation of the apology…

  7. SabreDC says:

    Let me just say that I really like the way Consumerist is reaching out to companies for comment now. Keep it up!

  8. scoutermac says:

    These are the same folks that sent someone a bluray player and simply slapped a shipping label on the box..

    http://consumerist.com/2009/12/its-hard-to-do-your-christmas-shopping-online-when-the-items-arrive-in-their-retail-boxes.html

    • polishhillbilly says:

      Amazon does that too.

    • NeverLetMeDown says:

      Lots of companies do exactly the same thing. If the item is already packaged in a box that’s designed to be shipped, why take that box, and put it in a bigger box?

      • SerenityDan says:

        I have no problem with it but you’d think around christmas time they would understand why that might be a problem and at least give you a notice that an item would ship in retail packaging.

        • scoutermac says:

          My concern is if someone comes across the box like this, they will be more likely to simply walk off with the box knowing what it is.

    • thenutman69321 says:

      Welcome to the internet, every company does that.

  9. dush says:

    So should be Badegg.

  10. Loias supports harsher punishments against corporations says:

    This just illustrates the problem with the current corporate culture with customer care (say that three times fast!). Customer service has their hands tied so much they are used (and often told repeatedly) to say no to things. Good customer service means working with the customer and saying yes when appropriate, and allowing for individual determinations for basic customer care.

    • homehome says:

      That’s a nice ideal, but it wouldn’t work. That’s why sprint is in the negative, they gave tehir reps so much freedom to make decisions and more times than not they made the wrong 1. Especially big companies, that would not work.

      • scoutermac says:

        Sprint is in the negative because Dan Hesse made some dumb decisions such as contracting out their towers and going with WiMax over 4G LTE.

        • homehome says:

          that’s only 1 reason, they’re in the hole because of about 10 of them. You wouldn’t believe how much money they lost from reps giving out unwarranted credits to customer, several million dollar in my one year alone. And plus their management is always reactionary instead of acting ahead of time. And it sucked before Dan Hesse, can’t put it all on him.

          • scoutermac says:

            My main issue with Sprint is the fact that I live in Indianapolis near I-465 and I cannot get a signal in my neighborhood. There are some serious issues with their network/towers.

  11. Naked-Gord-Program says:

    Newegg has been sleazy for awhile now. I know I won’t be placing any orders with them.

  12. HalOfBorg says:

    “Newegg Return Policy 3: The Saga Continues”

  13. cyberbird168 says:

    The issue is if you bought a new computer let say come with Windows 7. Now a day non of the manufacture would come with a recovery disc. Therefore if you didn’t create the recovery disc first before you install Linux or other OS, the laptop will not return to the original condition (Windows 7). Unless Newegg able to return the not-so-original configured computer back to the manufacture, otherwise Newegg won’t able to restore it back to Windows 7 either and that render a returned computer became non-sell-able item

    • Here to ruin your groove says:

      What?

      • scoutermac says:

        he is correct. it is stupid but he is correct.

        • cyberbird168 says:

          I agree, it is stupid. Back in the day when I was working at CompUSA. Due to they were certified service provider for HP, Compaq, Toshiba, Sony and Apple, they do have certain collection of recovery disc in the shop (but not all model and it is really depend.). Newegg on the other hand (at least no that I know of) they aren’t certified by any manufacture for service their product and therefore Newegg wouldn’t have any recovery disc to restore the original OS. (in this case Windows 7) where they can re-sell it as open box

          • cyberpenguin says:

            If Newegg is relying on customer created restore discs to use before selling to another customer there is a much more serious problem with Newegg’s products.

          • RandomLetters says:

            You’re right Newegg won’t be servicing a broken machine. They’re going to send it back to the manufacturer for service. The manufacturer will have the disks needed to put the orginal operating system back on it. Then it’s returned to Newegg to be sold as an opened box item.

        • Here to ruin your groove says:

          You understood that? I’m starting to think I am having a stroke.

    • Craige says:

      I have to disagree.

      #1. If you are returning a laptop, presumably it is because it is defective. If it is to be fixed and re-sold, the manufacturer will have to wipe the drive anyway, or risk sending your “private” photo collection out to the next person.

      #2. The operating system is modifiable in nature. The second you start it up for the first time, you change the contents of the hard drive. When you install software, you modify it more. At which point does it stop becoming “Windows”, and start becoming a custom configuration? If he had duel booted, would this have been an issue? What files have to be present on the hard drive for them to consider it being in it’s “original” state?

      • cyberbird168 says:

        If you would just installed software or store your personal files on the computer, yes all they have to do is a system recovery and it will wipe it clean as a brand new. But if you installed Linux and wiped the recovery partition where Newegg can’t restore, the only thing they might able to do is return it back to manufacture. The problems is will they allow to do so.

        • Craige says:

          If they are selling it as open-box or referb though, then the software doesn’t have to be the same. Any Joe Shmoe with a Windows disk can install a copy of Windows 7 on it from scratch using the pre-existing license key stuck to the bottom of the laptop.

          The nature of software is that you purchase the license to use the software, not the software itself.

          • RvLeshrac says:

            If you’re selling it under the original warranty period without the original OS, absent permission from the manufacturer, you’re violating your reseller agreement. There are financial penalties and merchandising penalties associated with this. They can range from a slap on the wrist, such as no longer being allowed to use the corporate logo program, to being forced to purchase products at retail pricing and availability.

        • Republicrat says:

          A computer store of any volume will have many of the same model of computer, including a few on their show floor and service desk. (Okay, Newegg doesn’t have a show floor, but they should have them laying around and opened elsewhere..). It would be trivial to duplicate a pristine disk to the returned laptop.

          I would find it very hard to believe that their service desk is not equipped to handle this situation, especially one of Newegg’s volume.

          If the service desk is worth it’s salt, they have imaging software in house with all the images of the models they service.. So if they get a FooPad 666 returned and they want to resell it, all they need to do is PXE boot the laptop, select the FooPad 666 image and blast it on there. That’s 20 minutes tops.

          No way do they need to RTM just to make the laptop sellable.

          • Such an Interesting Monster says:

            Considering all the different types of hardware they sell and the fact they are not a repair facility I think it’s rather silly to expect they keep recovery discs for every single unit they sell. Nonsense. They won’t take the machines back when you change the OS because unless the recovery partition is intact it’s a major pain for them to restore it. End of story.

      • wackydan says:

        It has been long standing policy of any vendor and any retailer… You return a computer with a different OS than what was shipped on it and they don’t have to take it back. Those recovery partitions exist for a reason… and it is trivial as a customer to burn a set of media as pretty much every manufacturer has an app preinstalled in their preload to do that… so if you install Linux… and it didn’t work out you can recover to what the unit shipped with and send it back.

        Try calling Dell or Lenovo with a hardware issue and tell them that instead of Win7 Home Premium you now have Win7 Pro on it…. they’ll tell you to recover to the Win7 Home contents or they can’t help you any more … even though it is the same core OS flavor.

        Manufacturers build their costly support structure around exactly that model, and unless you are a corporate customer buying a business class PC you will be out of luck.

        It is in the retailers best interest to not RMA a system that is not as they sold it and that includes the OS. The retailer is not responsible for recovering the laptop or desktop to the original OS nor are they set up to do so.

        CASE CLOSED… NEWEGG is doing exactly what is normal… and is doing nothing wrong.

  14. madsquabbles says:

    so what would happen if you completely wipe the hard drive and don’t do a fresh install of any os? any computer i’ve ever returned to dell had been completely wiped and i never bothered to do a restore from the factory image and not had any problem.

    • scoutermac says:

      Dell would simply restore the software themselves then test it.

      • cyberbird168 says:

        That is correct. But it has to be done by Dell. If you return it to Newegg otherwise, Newegg has no disc to restore it and that is the reason why they refuse to accept the return.

        • madsquabbles says:

          most laptops i’ve worked on or owned have restore partitions instead of install discs. a few had restore software in which you had to make your own restore disks.

        • RvLeshrac says:

          +10000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000 for having some sense.

    • parabellum2000 says:

      I thought about this too. Just tell them your new computer won’t boot. They will turn it on, it won’t boot. What can they do besides accepting the return.

      This is one of those situations where the consumer is better off making sure something is obviously broken before sending it in. No point in letting a novice tech decide there isn’t a problem or you changed something.

  15. KyBash says:

    Newegg showed me their true colors a few years ago when they wouldn’t let me establish an account because I’m outside their one-size-fits-all format.

    I find it perversely humorous that others are having to learn about them the hard way.

    • wootbot says:

      Thank you, Comic Book Guy from The Simpsons. We all appreciate your updates from your mom’s basement.

  16. Craige says:

    As I pointed out in a thread above, the nature of software is that you don’t purchase software itself, you purchase the license to use the software. This is the same reason Microsoft could revoke your license if you were found to be in violation of their TOS.

    With that said, so long as the license key is still on the bottom of the laptop, he is returning everything he purchased from them Newegg. I would argue that the operating system doesn’t have to be intact on the hard drive to fufill a warranty any more than the the “courtesy” trial of Norton Antivirus has to remain on the harddrive.

    • Craige says:

      ** from Newegg

      What I would give for and edit button…

    • TRRosen says:

      The point is not to return the software. The point is that with another OS installed they can not test the machine to verify its defective and that you just didn’t screw up the install of the new OS or have bad drivers. As someone that has worked at a retail electronics seller I can tell you 50% of all our “defective” returns were 100% operational and the customers either misconfigured them or couldn’t understand how to set them up right.
      Unless the machine is unbootable (in which case they will never no it has a different OS) you should always do restore the item before returning.

  17. Velkyr says:

    Newegg is not geek friendly. It’s a good thing I support my local businesses (Who sometimes order on Newegg if it provides a cheaper that regular distributers). My local businesses (MacEast is one of the best for when I needed to purchase my first Mac for work) bend over backwards to get your service. I had an issue with my Mac, was going to wait it out, but I got a followup call from MacEast as i mentioned it was my first Mac. Mentioned the problem and said it wasn’t a big deal. Rep said he would look into it. A week later, still hadn’t heard back until I had a knock on my door. Owner was there with a brand new MacBook Pro with the same specs, except he took the liberty of upgrading the RAM. He gave me that one, and asked me to return the defective one within a week so he could return it on my behalf.

    Awesome service. Thats why small businesses are mostly better than large businesses. But theres also a chance of deceptive practices too.

  18. bnceo says:

    At the point of IPO, the goal is no longer primarily about satisfying customers. It’s about making shareholders and the Board of Directors happy. Sure satisfying customers makes $$$ which makes the shareholders and BoD happy. But it is never no longer the primary objective.

    Take Verizon Telecom (FiOS) for instance. Shareholders refuse to invest in more fiber optics to spread FiOS around to their markets (which produces long term profits) and instead look for short term profits such as squeezing every penny out of copper phone lines.

  19. DanKelley98 says:

    Considering that New Egg’s “Public Image Professional” was the one to reach out to Monday’s customer, its all about “public image”, and not real policy.

    (Even though the “Public Image Professional” was quoted as saying: “Newegg’s Computer Standard Return Policy does not exclude a computer from being accepted for return if an operating system is modified or installed.”)

  20. FilthyHarry says:

    Translation: We’re gonna fuck you, unless you make a big stink AND it gets noticed.

  21. sparc says:

    this is why I only spend less than $50 at Newegg. There are better retailers out there for return policies.

  22. gman863 says:

    As a PC tech who spends well over 10K per year on PCs and parts (and recommends purchasing decisions many times this amount for a few corporate clients), I gave up on NewEgg a few years ago.

    * Aside from Shell Shocker deals, NewEgg’s pricing is marginal at best. Amazon often has better online deals, and Fry’s sale pricing on notebooks often undercuts NewEgg by $100 or more on an identical model.

    * There are reputable online vendors with longer return policies on defective items. Directron.com is often lower priced than NewEgg and has a one year RMA on most items.

    If you have the option to buy locally from a retailer offering a decent return policy, it’s worth it even if the price is a few bucks higher – if an item is DOA, it’s a lot easier and faster to return or exchange it in person versus paying return shipping and waiting a few weeks for a replacement. Living in Houston, I have far better local choices than NewEgg.

  23. frodolives35 says:

    Love the stealth email busted just busted. I bet they are taking your Consumerist email very seriously and some pr dumb ass got reamed for lying to you without a REAL policy change in place.

  24. Alessar says:

    It seemed the initial case was *in case of defect* the change didn’t matter. In case of *just changed mind* changing OS did matter.

  25. Memtex784 says:

    Newegg has been great in the past. Yes some bad service happens to all companies. i still rather deal with Newegg than Best Buy.

  26. Overheal says:

    A Consumerist expose’ on Newegg. This has the potential of getting heated, like Monster Cable vs. the Clothes Wire

  27. JHDarkLeg says:

    Does Newegg offer returns on laptops with defective hard drives? If so, the re-installation of Windows is a non-issue, regardless of why it needs to be reinstalled.

  28. LilBambi says:

    Looks like I will NEVER buy any computers (from Routers, to Desktops, to Laptops, to Tablets to Phones, or anything that can legally be used for installing other OSes than those that come with the computers) from NewEgg due to this policy.

    I wonder how many other companies have the same stupid policies?

  29. gaitdoctor says:

    Custom Service is an illusion just like the” free market”, “insurance”, “government for the people by the people”, and “freedom of choice”.

  30. CS_Slave says:

    I understand Newegg’s view on this. Not everyone in the world knows how to use Linux. I’m pretty knowledgeable about computers, and I’ve never tried it, because frankly, I don’t see a reason to.

    Having a customer install a different OS costs one of their techs probably an extra hour of their time. The Tech has to reinstall Windows 7, test the unit, then reinstall Windows 7 again in order to have a fresh install for the customer who buys it. The customer has added a step to the Tech’s process. The customer should have just restored it themselves and never told anybody about it.

    On a side note. I was trying to return something to newegg today, and they refused to pay return shipping because it wasn’t defective. Amazon always pays return shipping, and will be my first choice from now on.