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Seller Profile: Hoengager

Hoengager

Hoengager:
Founded in August 2016, Hoengager mission is to provide the best experience on the Internet for buying Consumer Electronics and Comptuer Part. We focus on making purchasing online a pleasant experience.
Our aim is to become a top ranking Newegg seller for every valuable Newegg customers.
We treasure your trust and will protect your best interests as that is our guiding principle for us in practice of business and retail services.
We do care about your opinions and we do appreciate your trust and WE WILL do everything we can to deliver the best product and service at all times.

Return Policy

Standard Return Policy

  • Return for refund within: 30 days
  • Return for replacement within: 30 days
  • Restocking Fee: 0.00%

RMA Policy

Hoengager Return Policies.
• All returns must include the following or it may be rejected and returned back to you:
• Product purchased from Hoengager
• Original Condition, no physical damage (exclude damages sustained during transportation)
• All accessories, manuals, warranty registration card, etc.
• Original UPC/serial number intact on product and on retail package (Proof of Purchase)
• All return request for refund or replacement can be submitted via Newegg Return Portal with valid return reason selected within thirty (30) calendar days from the delivery date and valid RMA numbers will be provided by Newegg

Return Requirements and Policy:
1. All return or replacement request will be processed within 2 business days after returned item is received by Hoengager
2. Shipment received with visible damages must be reported to us within Fifteen (15) calendar days of the delivery date. In the event an item is sold without shipping charge, Hoengager will refund the amount of sale.
3. All returns with missing part(s) (including, but not limited to, accessories, manuals, warranty registration cards, original manufacturer packing materials and retail packaging) will not be processed until the part is received.
4. Customer is responsible for return shipping expenses for products over 50lbs unless product is defective, damaged, or not as advertised. Replacements will be shipped at our expense.
5. Customer is required to ship the return products with sufficient shipping packaging and void fill material inside to prevent product from physically damaged during return transportation or customer will be responsible for any loss and damages in return shipping. Any loss or damages during the return shipping due to insufficient shipping packaging may result the return to be rejected back to you or charges to be applied to your refund determined by Hoengager.
6. Upon our acceptance of the merchandise in like new condition in strict conformance with the basic criteria and standard returns policy, the purchase price will be credited to the credit card used for the original purchase.
7. Refund will be issued after our warehouse receives, inspects, and processes your return. Hoengager will refund back to your method of payment.

Restocking Fees and Return Shipping Labels
Newegg Marketplace does NOT charge restocking fees for eligible returns. Return shipping labels within return policy period are free for returns under 50lbs, damaged or defective products, wrong product was sent to you, or the product did not match what was shown on website.

RMA instructions

When you return an item, you may see different return options available. To request:
1. Log onto your NeweggBusiness.com account. Select New RMA Request option under My Account. Find your order in order history.
2. Click Return an item from this order option to start.
3. Select the return type from Refund or Replace.
4. Select the item(s) you wish to continue.
5. Specify more details, including item quantity, and any additional comments or messages regarding your request before click SUBMIT button.
6. It will take up to 24 - 48 hours to respond to your inquiry after Customer Service Representatives receive your inquiry.
7. Once your request is approved, you will be provided with detailed instruction through e-mail. The e-mail contains RMA number, RMA details and important return shipping instruction. Read the instruction carefully before shipping your return merchandise back.
8. We strongly recommend you return your item in the same or similar packaging as they were delivered to you with all the original parts, accessories and menu/documentation included (any missing parts or accessories may result your return being rejected or your refund/replacement being delayed). Re-using the package your item came in is acceptable, as long as the packaging is in good condition and all previous addresses, tracking information and labels are removed.

Feedback

4 out of 5 eggs Based on 73 ratings

To rate this seller or report a problem, please use the link provided in the order confirmation email or the order history section located in your account settings.
Please note that customers may submit star ratings for sellers and have the option not to submit written reviews, which can result in a lower number of reviews. All ratings are accrued to the seller’s current total star rating.
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  • Anonymous

4 out of 5 eggs Unworking computer

My computer stopped working in July 2023 and I have made several attempts to contact them.

Hoengager Response:

Dear Customer We are sorry about the issue and inconvenience caused. We assume your message was mis-sent or blocked out by your e-mail filtering system. Please email us from newegg product page, or order detail page "contact selller". Newegg requires us to respond to customer messages and requests in timely manner. For this particular case, our service agent has reached out to you. Or, you can contact through below email: service@hoengager.com phone: 626-670-1733 Thank you so much!

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  • McDrea

4 out of 5 eggs Seemed like great service, then ghosted

Purchased a new desktop computer from this seller during the Black Friday sale, to replace a decade-old PC whose motherboard had failed. Upon arrival, I immediately knew something was wrong as the computer behaved almost identically to my old PC post-failure- computer would seem to spin up, LED chassis fans lighting up and spinning, wired keyboard and mouse lighting up as if connected, but nothing would display on my monitor. Once "booted," it also did not respond to any further prompts via power button or reset button- would not even power cycle. At first I honestly thought they'd shipped me a computer without a hard drive- I'm not used to how tiny they are now! I reached out to the seller via NewEgg for the first time that week, described the issue and asked for tech support. They responded in a timely manner, described the hard drive/specs so I realized what I was looking at, but provided no further comment or follow-up. I then went about trying to determine the source of the problem- tried a different HDMI cable, tried a different monitor (TV), installed my old graphics card and tried both monitors with that card, installed two different hard drives to see if I could boot to BIOS on one of them instead...no change. I reached back out to the seller, and again received timely response, and we began a dialogue via NewEgg email. I went back through each step I'd taken to try and get...anything!...to appear on screen. The seller requested images and video for diagnostics, which I attempted to provide but the files were too large to transmit via NewEgg's system, so the seller provided a direct email address for the company and requested I send the videos/images that way. I attempted to do so, but received a bounceback email due to the file size, so instead I uploaded the videos to a shared Google Drive folder and emailed its link along with pictures to the seller, again providing thorough explanation of the troubleshooting steps I'd taken. My email included my phone number in my signature block, so later that evening I received a call rather than email response. The gentleman I spoke with was very apologetic, stated that they were still unable to view the pictures and video I'd shared, but based on my detailed description of steps I'd taken he would help me get a repair or replacement for the machine as soon as possible. I had noticed that the product was listed as "Sold Out" on the site by then, and so I explicitly mentioned this to the representative while we were discussing resolution. He said that they'd send me a return label to get the defective product back to them, and they would either send me a new computer if they had any left in physical stock reserves, or (if I agreed to the idea) they would repair and send this current machine back to me once it was working properly. I repeatedly stated that I was happy to wait for the repair, and would much rather do that than have to buy a completely different machine (especially since those sales had ended by then, so I'd expect to pay much more out of pocket for a similar machine by then). The representative seemed very relieved to hear that I was amenable to a repair rather than replacement or refund, and he thanked me many times. I packaged the desktop back up the same way it had arrived, printed off the return label he'd emailed me, and dropped it off at UPS. A few days later, I received a confirmation email that the seller had received my return...shortly followed by an email saying they'd processed my refund "request." I was confused by this, and thought that maybe it was an automated message or a mis-click by someone who wasn't aware of the repair request, so I emailed the seller at the same direct address we'd been corresponding with most recently. No response. I waited a few more days, then tried again through the NewEgg messaging system. Still no response. I was ghosted, after multiple DAYS of quick responses from this seller, several weeks total spanning from when I first unboxed and discovered the faulty machine until the day I received those emails about the refund. Even worse, I'd purchased an extended warranty plan for it, and since the refund had been processed over 30 days from the original purchase date, I had to separately contact AllState to cancel the protection plan and request a partial refund (prorated for the days it had technically been covered). I 'm still baffled that I received zero explanation for what had happened...why I was simply refunded rather than getting any information about the repair I'd agreed to...at the VERY least just acknowledging that they weren't able to honor our repair agreement?? At least the refund did go back onto my card, so it wasn't a scam...but oh boy, what a huge let-down after seemingly such good (if not unusual- never been called on the phone directly by a seller before!) customer service. I would not purchase from them again- who knows if they'll actually keep their word or not?

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  • Anonymous

4 out of 5 eggs Amazing

The PC works amazingly! everything is exactly described and i couldn't be anymore happier, it shipped safely and booted up instantly, no loose connections (but always check!) aswell as already being set up! Everything is in the description but sadly they did not mention what PSU is in the build, it is a HOENGAGER 500W 80+ Bronze, which is perfect for the build, i just like my wattage around 600, but she will do, other then that, no issues within the first couple weeks of use so far, i highly recommend this system for people on a budget as it is a really good gaming pc for it's price, she can run any of my games with no issues, Teardown, Elden Ring, Ready or not, PUBG, BeamNG.Drive, ect. All run fantastic on my behalf, hope this helps! <3

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  • Wesley L.

4 out of 5 eggs Good Communication, Quickly Responds to Messages, Good Customer Service

Seller quickly responded when I had a hardware issue with the PC. When I messaged the seller with pictures and a very short clip to show the issue. Seller resolved the issue quickly and sent a replacement RAM module to replace one of the two Crucial 8GB DDR4 3200 memory modules that had failed. Good customer service. I would purchase from Hoengager again.

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  • Anonymous

4 out of 5 eggs Ext

External Bluetooth and wifi so, you going to miss 2 USB ports for that the rest is perfect

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  • Anonymous

4 out of 5 eggs OVERPRICED!!!!

They overprice EVERYTHING!!! DO NOT PURCHASE FROM THIS SELLER!!!

Hoengager Response:

Dear Customer We understand overpricing is a big concern for our customers. We will make sure our desktop products are most competive in price and greatest quality. For over pricing issues you may reach out to us for price match or refund is open for you to choose within 30 days after delivery. Thank you!

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  • K. Schroeder

4 out of 5 eggs I at first didn't think the seller cared.

I got a notification of a label created. and a possible delivery date. I waited a few days and the information was never updated. But after contacting them. They reshipped the item. And got daily updates on the shipping and delivery. Unfortunately someone else was trying to take my package. So I don't know how it was packed. But I managed to retrieve it. The pc is setup and working.

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  • Anonymous

4 out of 5 eggs

Do not recommend going through this seller. Item was two weeks late. Was not the same item they had posted. When asked why they stated sorry and that was is. Took zero blame for the problem would give them a zero if possible

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  • Charles Z

4 out of 5 eggs Great overall experience

My PC arrived damaged, so it wouldn't display. It may have been damaged during shipment or something else. However! As soon as I called the number on the warranty card, they were able to help me out and have the item replacement process started. They were clear and thorough in guiding me through the troubleshooting process. I still have yet to receive my replacement, but if it arrives fully functional then I would probably update my review to a 5/5. Great people! We'll see how it goes.

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  • Henry P.

4 out of 5 eggs New PC

everything was Great had no problems. I connected everything to it and plugged it up and everything is working great.

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Seller Profile: Hoengager