Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  INVOICE NO. ******** ====================Invoice date: 10/24/2023 Customer no.: ******** Cyberpower PC sent me a desktop that was DOA. Was not packaged well had nothing inside to support the inside and upon contacting them about a product that should have never been shipped and had green liquid all over it because the liquid cooling leaked all over it they told me I could have it refunded or repaired. This is insane if you buy a pc anywhere else in retail they will simply replace it with a new one if you receive a broken one. They tell me its under warranty and they can repair it since its within 30 days they can refund it. The problem with that is this is not a warranty is issue. This company sent me a damaged DOA pc then claimed it happened in shipping and this is a warranty issue. No its a ************* issue. They should have replaced it. Then they hold me hostage by saying I have to pay to return it but yes they will provide me a return label if they take $69.00 from my refund then I had to pay almost $50.00 to packaged it in 2 boxes with bubble wrap and peanuts because hey I'm supposed to secure it better than they did. My family has purchased many many pc from ********** I have invoices. Maybe I was confident buying from them because although we did have trouble with 2 others in the past we simply dealt with it. Once was loose parts once they were tighten and then another was something best buy dealt with. But ********** failed and frauded us on this one. I have a hard time believing liquid cooling was damaged in transit those radiators are thick. I believe it happen prior when we ask for records for testing ect we were told those are internal and we couldn't have them. One of the customer service agents was extremely rude when my mom was frustrated and told her that she interrupted him. No where in the history of customer service would that be ok. The item was shipped back I have photos receipt and I want a refund immediately. They have a refund guarantee

  Business Response

  Date: 11/07/2023

  We are still waiting to receive the merchandise back from the customer. Upon receipt of the merchandise, a refund can take **** business days to process back to the customer. If there was any damaged components, we would have replaced the damages. However, a refund was chosen by the customer and a refund will be provided once the merchandise is received and we complete processing the refund.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20829650
  
  I am rejecting this response because: I still do not feel like this would be considered a warranty issue. It arrived to me Dead on Arrival I could not use it therefore it happened before it got to me. Even the customer service guy said it must have happened in shipping and honestly I don't know how but I believe it occurred long before shipping. There was liquid cooling everywhere. I have sent it back. Tracking proves this I want my refund as I am out over **** and had to finance a computer through another company just to have one so I'm out a lot of money due to this incident. I packed it way better than it arrived to me. I took photos of this as well. I just want my refund asap so I can utilize those funds to pay off the pc I had to finance since ********** does not offer replacements on DOA. Please refund immediately as you promised to refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/05/2023

  A refund was processed to the customer on 11/17/2023. A refund was processed as per our terms and conditions accepted at the time of purchase which states shipping and handling is non-refundable. We apologize that this was not the experience you were hoping to have with purchasing your PC.

  Customer Answer

  Date: 12/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been having issues with my ** and decided to submit an *** due to it still being under warranty. Shipped on 10/12 prior to leaving town for over $200, got an email stating it was received 10/16, sent an e-mail inquiring about *** status 10/21. Received notification today 10/23 that the ** was sent back on 10/18, arrived 10/20. I had just gotten back to town today 10/23, looked around my entire house for the ** and it was not found. After further investigation, it turns out the *** was sent back to my old apartment, where I had the ** delivered when I first made the purchase a year ago. Signature was required and the new tenant had signed for it in my place. I had provided an updated address when submitting the *** request and had the updated return address on the shipping label. I went in person to the apartment office, and they stated they haven't gotten anything and will follow up on it. I've explained everything to the Cyberpower support in both email and phone call, but the only thing I've been told is that the claims department will follow up. Another concern is that I don't think they even fixed the issue; my boyfriend and I suspected it was due to a processor issue with the i9-13900KF after running numerous tests, but the *** notes state only the *** and casing were replaced. I am extremely stressed over this entire situation, especially since this was a fairly pricey ** costing 2.2k.

  Business Response

  Date: 10/24/2023

  Our claims department has already made arrangements for *** to pick up the package from the original address. CyberPowerPC is currently working on getting the package back to have it shipped to the customer's new address. The customer is welcome to followup *** with our RMA ***************** in a few days for an update on the status of the package.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20777910
  
  I am rejecting this response because:

  I received a reply in email stating nothing can be done until *** deems the package as lost. Im wasnt given any tracking information or timeline as to approximately when *** will attempt the pickup, and *** can take months to close an investigation. Given that *** actually sent it to the intended address that CyberPower provided, Im not sure why Im being told it is in ***s hands for this issue to be solved.
  

  I dont understand why the claim process cannot progress when the company was the one that sent to the incorrect address in the first place. Custom pcs can weeks to be built as is, is there a reason why a replacement cant be sent now? I have also just filed a police claim, so Im not sure what other things I can do on my end.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2023

  Management has informed that they are still looking into this and looking into a solution for the customer. They have informed us that situations such as this takes time and we cannot provide a solution right now.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 10-12-2022 Paid $4600 This refers mainly to the warranty policy. I purchased one of their computers and the motherboard on it just completely died on me. Still being within warranty I contacted them, to try and get it fixed or replaced. They stated that I needed to send the entire PC back to them which would cost well above what the motherboard cost. Which wouldn't be cost advantage. So I asked them if I could just send in the motherboard and they said it would have to be the entire PC or they wouldn't work on it. That I believe that's just bad practice.

  Business Response

  Date: 10/24/2023

  The customer purchased a computer that has a ********* Digital License. The License is an OEM license that is tied to the motherboard digitally. Product keys are no longer put on stickers that customers can see the key and constantly enter every time they reinstall Windows or change their motherboards. The keys are digitally imprinted and essentially if the motherboard dies, the key needs to be retired with it as well so it cannot be used on multiple systems. Therefore, if we replace the motherboard, we have to inject a new digital license onto the replacement motherboard for the *** This is something we must do and this is why we provided the customer with an RMA for warranty service. If the customer feels it is more cost effective for him to buy his own motherboard instead of shipping his ** in for warranty service, than he has the option of doing that on his own. However, if he wants warranty assistance from us, he will need to ship the ** in for service and let us perform the motherboard replacement and digital license injection.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20769557
  
  I am rejecting this response because:

   

       The license can also be preinjected into a motherboard before shipped and or released from BIOS, its also tied to my ********* account. So theirs no reason why I shouldn't be able to just send in the motherboard. Shady practices. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/27/2023

  The injection captures the hardware ID of multiple components, not just the motherboard. We apologize but again, if the customer wants us to replace the motherboard under warranty, we need the system shipped in for warranty service.

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20769557
  
  I am rejecting this response because:
  

      I'm sorry, this is just based on blatant lies. I've already replaced my motherboard and transferred everything over activated windows license and all.  Since I bought a computer from Cyberpowerpc to do work, and for that I would need a working motherboard. So I have replaced it, on my own with no help from CyberpowerPC. It seems you guys try to make it extremely difficult for customers to deal with returns so you are not held responsible when the customer decides not to ship the WHOLE computer back costing HUNDREDS of dollars, often more than the part is worth. Thats borderline scam tactics. Thanks for nothing. 

  Sincerely,
  
  *******

  Business Response

  Date: 11/02/2023

  If you ever choose to ship your PC in for service while you still have a warranty, please make sure to call us at ************ to obtain an RMA for service. Thank you.

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20769557
  
  I am rejecting this response because:

       At this point, I hope to never have to take you up on your offer. Seeing that it will probably cost more to ship to you than the part itself.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a premium to have a custom ** built by "Professionals" and upon receipt of the item, I found broken pieces inside. After cleaning out the pieces I tested the ** and discovered that several of the *** ports were not working as well as several fans. I contacted support who told me that I had to use up my warranty and return the ** to have it repaired. (Which I couldnt do because I need this ** for my job now) After hours and hours of frustration I was able to partially fix the *** ports so I could atleast use it for my new job (headset, mouse and keyboard required) Still the fans were not working so I was unable to use it for its secondary purpose (gaming). After again contacting support, I was told to check that the fans were plugged in properly and so I double checked and found out that the motherboard had broken pins. After that I contacted support, with photo evidence and re-explained that I could not go 2+ weeks without a ** as I would lose my new job that I had bought the new ** for. And instead I had requested that a new ** be built properly and shipped and I would return the defective one. Ignoring my situation, Support used my warranty and issued a Return Authorization stating that they will not ship a new ** and that I had to return mine at MY risk. Again, I repeated my situation and told them that was not possible, nor is using up my warranty for THEIR damage on a ** that is supposed to be brand new. So I told them I will get it repaired locally and they can use up my warranty to reimburse my costs of repair. The next morning, I had the ** completely rebuilt by a professional and they replaced the damaged motherboard. CyberpowerPC refused to cover the cost of the motherboard. I have spent countless frustrating hours trying to get a "Professionally Built" ** to work properly, been treated like I was responsible for the damage they caused, ignored by support and had to pay out of my own pocket to have the ** repaired.

  Business Response

  Date: 10/06/2023

  We apologize for any issues the customer has experienced. As we notified PayPal and the customer, we already authorized a refund pending the return of the merchandise. CyberPowerPC is waiting to receive the merchandise back from the customer.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20677869
  
  I am rejecting this response because:
  I have already paid out of my own pocket to have the ** repaired locally. Cyberpower refused to work with my needs in any capacity, their customer service was not helpful and I spent weeks trying to troubleshoot my "new" pc.

  I had paid for a brand new ** built by "professionals" and with a guarantee I would have no problems with it. They insisted that I had to use up my warranty and have the ** sent to be repaired. Not only did I need this ** for my job and I couldnt go 2+ weeks waiting for it to be repaired, but at that point the ** is no longer new and basically without the warranty is refurbished. 
  Sincerely,
  
  *********************

  Business Response

  Date: 10/11/2023

  As previously mentioned, we provided you with an option for warranty service under RMA#******, but you refused to send the ** in for service. You chose to have the system repaired locally on your own therefore those are your expenses. Again we already notified PayPal we would process a refund once we receive all of the merchandise back. As of 10/11/23, we still have not received the merchandise back.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20677869
  
  I am rejecting this response because:

  As previously stated, CyberPowerPC did not and continues to not even read or even acknowledge any of the parts of my message I had sent to customer service. I purchased the ** brand new, professionally built because I started a new job that requires it. Since this new job required the ** I COULD NOT send it in for repair. The proper response would have been to accept your mistake, send a replacement ** that actually worked properly along with a return shipping label for the defective **. I paid to have the ** built by professionals, and yet I still had to spend weeks out of my own time to troubleshoot and find out why my own ** was not working properly. Originally I was only asking the cost of replacing the motherboard ($******), which would have saved all the parties involved alot of time and money (Shipping costs, paying an employee to repair the ** etc.) But you kept insisting that I return the ** for warranty and at this point its too late to fix this issue the proper way as described above and ive already paid out of my own pocket to have it fixed, so I will not be taking $500+ loss on returning this ** which has now cost me over $3,000. So here is what I would consider acceptable options for a resolution.

  I would like the cost of the motherboard replacement refunded. (****** + 5.5% OH tax) and I keep the **. I remain a loyal CyberpowerPC customer, will leave reviews as such and forgive the improper way I was treated.

  Or I demand a FULL refund and keep the ** I invested in, will NEVER order from CyberPowerPC again and will take my business elsewhere and will review as such.

  In closing, I understand we all make mistakes and were all human. But treating your customer who paid $2600+ for a professionally built ** the way your customer service has done is just not acceptable.

  If you purchased a brand new car for $30,000 and the engine didnt run you definitely wouldnt just take it to a shop to have it fixed. You would demand a replacement. The same concept applies here albeit at a much lower price.

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a high end gaming desktop at the beginning of 2023. Since purchasing I have encountered countless problems with this desktop and have worked with **********'s customer service to resolve it. Needless to say.. the issue is not solved. I am out of pocket for all shipping costs with their RMA process and my warranty is almost over. I have attempted to escalate my problems and complaint with MGMT for months now with not a single call back or email. I wish I read their BBB first..

  Business Response

  Date: 09/26/2023

  An RMA for replacement has been offered to the customer. It appears the customer may need the video card replaced and we did notify him that shipping is not covered under warranty. If the customer wanted to ship the video card in for replacement, he would have to ship it to his with the shipping carrier of his choice. We do apologize that there is an issue with the ** but we are trying to fix the issue.

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** fraudulently charge by Chase Ink credit card for $2,412.89 on July 6, 2023, $2,265.67 on July 14, 2023 and $3,196.62 on July 25, 2023. I brought these fraudulent charges to the attention of ***** (my credit card company). ***** agreed that these were fraudulent charges and reversed the charges crediting my account. On Septebmer 9, 2023 I was contacted by ******** debt collector for **************** trying to collect these three charges. I contacted *********** on September 11, 2023, and spoke with ***** and ***** (the sales manager). Both ****** and ***** refused to forward my call the accounting department so that I could explain these are fraudulent charges. I want **************** to remove these fraudulent charges and not continue to attempt to collect a debt that I did not initiate and have no liability for. Further I want them to send me a statement that I owe them nothing for these fraudulent charges.

  Business Response

  Date: 09/15/2023

  ************** Spoke with our sales manager originally and claimed that he realized he pretty much fell to a scam that had him ship computers out to other people. The customer did not want to pay us for the orders we fulfilled and therefore, CyberPowerPC made the decision to send the invoice to collections. Any further communication should be had between ************** and DCI.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20586868
  
  I am rejecting this response because: they made a false statement. I had no part in ordering anything from Cyberpowerpc. After being **ntacted by DCI my credit card ** provided the **ntact for CyberPowerPC. I asked to speak to their ac**unting department and was told: they do not have phones. I never placed an order for anything from ************** and my credit card **mpany reversed the charges for the fraud, and now ************** is trying to use DCI to **llect those fraudulent charges from me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/21/2023

  There is no false statement. We reported what transpired. We are aware of the situation and we are currently speaking with law enforcement in regards to this case. Sales has also notified DCI to stop contact with the customer. If the customer would like an update on this matter, he can contact sales at ************.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20586868
  
  I am rejecting this response because: I would like a letter from *********** certifying that I have no outstanding debt owed them. The only reason that they are pretending to act responsibility is because I had the local police detective call them directly. They could have done this when I called to address their error the first time!

   Thanks!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received computer on jun 29th and requested refund on July 17th. Notified ************** the computer continues to crash. Continued to call and the company would have me try fixes that did not work ( reset graphics card, cd ram, change outlets, reinstall windows, update drivers, graph test ram..) they did not offer any valid solutions or let me speak to a supervisor. They closed their tickets as if the issue was resolved. After calling 6 times I still have not received a callback from a supervisor. Once the 30 days have passed they told me to pay to ship the computer back to them. I have no customer confidence that this company will ethically resolve this issue. I would like a guarantee that when I ship it back, I will will receive a full refund including shipping. Paid *******. Order# p2a6mtjh

  Business Response

  Date: 09/15/2023

  We have already notified the customer to return the computer for refund processing. We still have not received the merchandise. All items must be returned for us to process a refund. Any items that are missing will be deducted so we ask that all merchandise be returned.
  
  Return & Refund Policy - No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("***") number provided by Company. Buyer must submit evidence of purchase date, Company invoice number, description of goods including serial and model numbers, the reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or **********'s claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on a new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for a refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and a copy of the invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. The company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out in regards to this company. I used them in the past to purchase a gaming theater so I figured let me do it again I purchased this computer on 06/19/2023. It was a very expensive computer, so thats why Im not bringing it to you guys to report because this is my hard-earned money Im wasting here. They didnt build the computer the way they are supposed to so I had to contact them and it started a whole warranty service where I had to send the computer back out. Wait weeks at a time for them to say they fixed it for them to send the computer back and one of the issues was still happening, so I had to resend it back. I was trying to give them the benefit of the doubt so I said fix it and I just called today which is 08/11/2023. The person on the phone is supposedly the supervisor and it was pretty much to the point where hes telling me I need to pay them a restocking fee of 15% which I already paid almost $500 to the loan company that issued the payment for this product. So I only had a computer in my house for under a month and theyre trying to say that the warranty starts when I purchased it. But the computer has been out of my house for months, and I should not be liable for any of this because I only had access to the computer for under 30 days. I called today and hes trying to tell me that theyre having problems that they cant fix it that the parts need the teams which they allowed me to purchase in the first place and even after two times they had it nobody called me to tell me this. So theyre not allowed to withhold somebodys product and have them pay for it like this theyre taking their time theyre not reaching out to me and hes trying to say that Im going to need to repay restocking fee but thats stealing money from me because they had my computer all this time and I already paid out almost $500 for the computer not even have. So Im reporting this and I need this issue resolved. I need all of my money back because this is stealing and theyre not allowed to do this. I know this. A company is supposed to help the customers out and I got no help whatsoever from this company. Theyre trying to steal from me.

  Business Response

  Date: 09/15/2023

  A refund was requested outside of the 30-day return period. Since the system is outside of that timeframe, a restocking fee was applied. CyberPowerPC did not waive the restocking fee and a refund is about to be completed for the customer. 
  
  Return & Refund Policy - No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("***") number provided by Company. Buyer must submit evidence of purchase date, Company invoice number, description of goods including serial and model numbers, the reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or **********'s claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on a new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for a refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and a copy of the invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. The company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a gaming pc from Best Buy prebuilt by *************. from the beginning I had issues with the computer working correctly. It crashed often. I called cyber and asked them about it, they said it was a Windows issue. So I would call back and forth from windows to cyber, windows, cyber. They both fixed small details but never the main issue which I found three years after buying the thing. On the list of components it shows what should be I. The computer, ut what was inside, especially the hard drive, was sub par products that had reputations for crashing and were not meant to be in a gaming tower. I've had at least 50 ********* tech in my co.puter remotely, I've had cyberpower people tell me the wrong things since I've had it. I even had an argument with Universal Audio about their product harming my computer, went through all levels of management to return an interface only to find out that this computer had inferior products installed. I have been though h*** with this thing and yeah, I could have had the warranty replaced, ut with ********* and cyberpower and Universal Audio telling me different thing were wrong, fixing the issue long wnough to chill me out, I ran out of time. I just replaced parts and found the garbage installed inside. A ssd 240 gb *************** drive. This co.outer was advertised at 2 tb. One drive has 1 tb, but this ssd has a horrible reputation for crashing. I didn't k ow it was there becuase the list of co.ponents labeled a HHD drive. You have no idea the frustration. I must have put, if you add all the hours, four months of time at least, just to get this thing to work. Im buying a Mac next. I will never ever toy with the idea of ********* anything or cyberpower at all.

  Business Response

  Date: 09/06/2023

  We apologize to the customer for any inconvenience. The customer contacted us about a ** that is over three years old. The ** only came with a 1-year warranty and we are unable to assist with any warranty repair service. We are sorry to hear he won't buy another Windows-based ** and wish the customer the best with his future purchases.
  
  Warranty ********** ******* warrants to the original purchaser that the Product(s) shall be free of any defect in material or workmanship for a period of one year for labor and one year for parts from the date of the original invoice with the exception of ******* Product purchased from ****** is given a period of two years of labor and two years of parts from the date of original invoice. ******* shall have the sole discretion in determining whether Product is covered under the warranty for labor and/or warranty for parts. Should the Product(s) supplied by ******* prove defective by reason of improper workmanship or material as reasonably determined by *******, ******* agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges. ******* shall not be responsible for any software or data installed on the Product originally supplied by *******. This warranty does not cover software, external devices, accessories or other parts added to a ******* system after the system is shipped from *******, or accessories or parts that are not installed in the ******* factory. Monitors, keyboards, and mice that are included on *******'s standard price list are covered under this warranty; all other monitors, keyboards, and mice are not covered. Any part that is repaired or replaced under this warranty will, itself, be warranted only for the remainder of the warranty period of the original product being repaired or replaced.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a high-end computer, and during the warranty period, it encountered booting issues rendering it inoperable.Despite extensive troubleshooting with your technical support team, it was determined that an RMA was necessary. To my surprise, I was instructed to return the entire system, even though evidence strongly suggests the malfunction is localized to the motherboard. A local market assessment shows that the quoted shipping cost of over $500 for the return nearly matches the retail price of a new motherboard.Upon expressing my concerns to customer service regarding the prohibitive shipping cost, my case was summarily closed without resolution.I now find myself with a $4,000 non-functional device. Your urgent attention to this matter is required.

  Business Response

  Date: 08/30/2023

  An RMA with instructions was emailed to the customer on 7/26/23. The customer was informed the ** needs to be sent in for warranty service. The customer says shipping would cost him the same amount as buying a new part himself. We informed the customer we apologize but it is his choice to send the computer in or not. If he sends it in, we can diagnose and replace whichever part has failed. If he chooses to not send it in, and buys the part himself, that is his choice and decision to make. As stated in the warranty, the customer is responsible for shipping to the company.
  
  To Request Warranty - You must call within the applicable warranty period. Refer to the telephone number in the warranty materials shipped with your product, or call Company at **************. For Product not purchased directly from Company call ************. Should your warranty be approved and verified, Company will issue a Return Merchandise Authorization (RMA) number, which is valid for fifteen (15) days. Any Product returned to Company that does not have a valid RMA number visible on the outside of the package will be refused. A product that is not defective will be returned to the sender with C.O.D. freight charges collect. You must ship the product shipping charges prepaid, and insure the shipment or accept the risk of loss or damage during shipment. The company will ship the repaired or replacement products to you freight prepaid if you use an address in the U.S. (excluding *********** and U.S. possessions). CyberPowerPC does not ship or cover the cost of shipping for serviced **s in or out of the U.S.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20497423
  
  I must say I'm profoundly disappointed by your recent response. While I acknowledge receiving the *** on 7/26/23, it appears that there's been a major communication breakdown on your end, and your insistence on pushing the onus onto the customer is both alarming and frustrating. Here are my counterpoints:
  
  1. **Notification**: Your responsibility isn't just about sending an ***. It's about ensuring that your customers fully understand the terms they're agreeing to. If there was any ambiguity, it's on the company to clarify.
  
  2. **Shipping Costs & Implied Terms**: The heart of this issue isn't just the cost of shipping, but the very essence of a warranty. When a customer pays for a product and a warranty, they're buying peace of mind. When the shipping cost becomes a barrier to utilizing that warranty, one can't help but feel deceived.
  
  3. **Consumer Expectations & Transparency**: If you're going to buck the industry norm, where companies frequently cover warranty-related shipping, then this deviation should be loudly and clearly communicated, not buried in fine print.
  
  4. **Diagnosis and Replacement vs. Consumer Convenience**: It's puzzling that a customer has to shoulder such high costs and go through such inconvenience for a problem they did not cause. Your proposed solutions seem more like a tactical move than a genuine attempt to assist.
  
  5. **Solutions that Respect the Customer**: Rather than making the customer jump through hoops, why not find an equitable solution? Perhaps providing a prepaid shipping label or, at the very least, meeting the customer halfway when shipping costs are exorbitant.
  
  I hope you can understand my perspective and realize that pushing the blame onto the customer is neither a viable solution nor a sustainable business practice. I expect better from a company of your stature.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/11/2023

  All customers must accept the terms and conditions of the warranty in order
  to place an order with the company. The warranty can be reviewed again at
  *************************************************************************

  We still have not received the computer back for service. Since the computer
  has not be received, no warranty service is performed. We hope to receive
  the computer soon so that we may be able to assist in addressing the
  reported issue.

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20497423
  
  I am rejecting this response because:
  
  The warranty's terms and conditions, which customers are expected to accept, seem more like a smokescreen than an assurance of quality service. Here's where I stand:
  
  Mandatory Acceptance: Forcing customers to accept a warranty to make a purchase is questionable at best. What's the point of a warranty if its hidden costs make it practically unusable?
  
  Shipping Costs: I've already expressed my grievance about the prohibitive shipping fees. It's a de facto way of discouraging warranty claims. This isn't just inconvenientit feels like a deliberate attempt to ***** responsibility.
  
  Your Expectations: You're keen to highlight the unread warranty link. Be that as it may, the essence of the issue isn't the written word, but the unwritten expectations of fair dealing, which are glaringly absent here.
  
  Computer Status: The reason you haven't received the computer is precisely due to these unreasonable costs. Expecting customers to pay exorbitant fees on top of the product's price, especially for issues they didn't cause, is simply unjustifiable.
  
  In short, your company needs a reality check on its warranty practices. I urge you to address this matter with the seriousness it demands, rather than hiding behind standard clauses and links.
  
  Awaiting your actionable response,
  
  ***************************