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:08/18/2023

  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.

  CyberPowerPC will not honor the 1 year warranty on a computer I purchased through one of their third party vendors (Best Buy). 1. The CyberPowerPC computer system was purchased on July 23, 2022, from Best Buy. Cost: $1390.99 with tax. ($1299.99 no tax).2. I began experiencing issues with the computer system in May 2023. 3. I called Best Buy geek squad to help trouble shoot in June 2023 and was finally told to bring the system into the store to be fixed.4. On July 18, 2023, I turned in my computer system to Geek Squad to be diagnosed and fixed. I paid an additional $200.00 to Best Buy for this review and fix. 5. Best Buy determined that there was a corrupted Windows issue that they fixed and specifically stated there were no hardware issues. Computer was fixed and I was notified to come pick up late on 7/23/23. I could not pick up prior to leaving town.6. I was out of town from 7/24/23 - 7/28/23. 7. On 7/28/23, I received my computer and turned it on. After having to redownload everything due to Best Buy wiping the desktop. I was unable to test it out further.8. I was out of town from 7/29-8/2. Due to funeral and family vacation.9. On 8/2, I was able to start gaming on my computer again. It seemed to work. 10. On 8/3, the computer no longer worked. Also, a close family member passed away in another state.11. I was out of town from 8/4 - 8/9 for funeral.12. On 8/5, I scheduled an appointment with Geek Squad to fix my computer since was not fixed from the first visit. The first availability was 8/12 in the afternoon.13. On 8/12, I took the computer system into Best Buy Geek Squad to have fixed. They would not take the computer system and stated that they had fixed any software concerns so it must be a hardware issue. They then told me to call CyberPowerPC to have fixed and that it would be covered under a 3 year warranty.14. On 8/12, I called CyberPowerPC and told them the situation. They said there was only a 1 year warranty and since I did not notify them directly within 1 year, that they would not fix the computer system under warranty. The warranty ended August 1st. I informed them that I did notify the vendor and could prove that the computer system as been broken since July 2023 which is within one year and under warranty. In a nutshell, they said no, they would not honor the warranty. Eventually, the person said they would escalate the situation and I would receive a callback on Monday,8/14.15. No one called me back on 8/14.16. I called CyberPowerPC on 8/15 and spoke with **** (supposedly a manager and the only person who would review the situation.) He first claimed that no escalation was submitted. Later in the call, he stated the escalation was submitted, just not correctly. I went through the situation with him. He state there was nothing they could do since out of warranty and would not honor that I had notified their vendor and had proof that the computer was not working within one year. He would not allow me to speak with anyone else when I asked for further review. His only response was that it was out of warranty and there is nothing they can do. After an hour, he said he would have it reviewed further. The call was ended.17. That same day, I received an email from **** in support asking for the Purchase Receipt. That was supplied via email the same day.18. That same evening, I received an email back from **** stating after further review, there was nothing more they could do. They would not fix their broken system.19. On 8/16, I replied back re-stating the situation and requesting they review it further. I, in good faith, notified the company I bought their product from that the computer was not working. It was not until 8/12 that I was told to contact CyberPowerPC regarding hardware issues. I, in good faith, was doing what I knew to do to have the computer system fixed under warranty.20. On 8/18, I received a reply from **** stating there is nothing they will do to make this right, fix their product, or honor the 1 year warranty since I did not call them directly within 1 year and start an RMA with them. 21. Filing a complaint with the BBB. Based on the situation and the actions I took, any fixes should be covered under the warranty. I did notify the person I bought the system from within 1 year. I have proof.

  Business Response

  Date: 09/06/2023

  We do apologize for any inconvenience. The customer fails to understand that we explained, we did not receive the system within the 1 year warranty. If the customer took the ** to Best Buy and they chose to hold it and try to fix it, that is not an issue with CyberPowerPC. The customer also says they told her she has a 3-year warranty which is incorrect. Our systems only carry a 1-year warranty with us. Unless the customer purchased an extended warranty from Best Buy, then that warranty would be a Best Buy extended warranty in which they would need to assist the customer. 
  
  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.

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20491665
  
  I am rejecting this response because: I did notify the vendor I purchased the computer from within 1 year of the warranty and have proof the computer was not fixable within 1 year of the warranty.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/11/2023

  We are not Best Buy. If you worked with Best Buy during your warranty period, that does not have any effect on CyberPowerPC. As mentioned previously, we did not get notified/contacted during the warranty period. It was not until after the warranty ended that we received contact from the customer, and we informed the customer that we could not provide service due to being out of warranty. The customer insists she notified the vendor (Best Buy) but we are not Best Buy. If the customer feels Best Buy should have directed her to us, that is an issue and discussion she needs to have with Best Buy. We are the manufacturer of the ** and we provided a 1 year warranty with the ** she bought from Best Buy. The customer did not contact us to obtain warranty service while she was within warranty. We are unable to assist her now since the ** is over 1 year old from the date of purchase making the ** out of CyberPowerPC's warranty.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20491665
  
  I am rejecting this response because: I did, in good faith, notify all parties in a timely manner based on when the computer broke.  It broke within one year.  There is clear proof.  The warranty should be honored and the  company shoukd fix its equipment.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/16/2023

  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 ** approximately 1.5 months ago and had it delivered to a vacant house into which I was moving. The ** sat undisturbed until I opened it on Sunday, August 6th and noted that there was broken glass in the packaging. At this point I stopped opening the package and immediately attempted to reach out to the company (whose customer service lines are closed on Sundays). I filed a request for response online, and called back on Monday August 7th until my call went through. I was connected with ****. (I will attach screenshots of my conversation with ****). I have been emailing back and forth for nearly 2 weeks now because their responses are slow and vague--I went 5 days without a response and finally received a "let me get this straight" after prompting for an update this afternoon. The company has informed me that they will not be replacing the **, nor will they be providing me with a refund (because it's supposedly outside of the refund date, even though I have 45 days according to the Terms of Use posted online), they will only repair the apparently damaged parts of the ** where I have to ship it back to them at my own expense. ************* shipped me a product that arrived completely unusable condition because a pane of glass was clearly damaged by heavy machinery, and will not take any responsibility for their product. I paid close to $2300 for this **, including the warranty and paying extra for the "extra safe packaging" (which didn't seem to do much in this case) and I received a product that was struck by some kind of forklift and marred by shattered and granulated glass fragments. This company has received numerous complaints of the exact same thing and even has people threatening a class action. I just want my money back and to go to a reputable computer company, and put all dealings with ************* in my rear view mirror. And let this be a warning to anyone else that reads this--NEVER buy from *************.

  Business Response

  Date: 08/24/2023

  The customer is claiming damages on a computer after 45 days from the date of purchase. Regardless whether it's 30 days or 45 days, our terms state the customer must notify us of any discrepancies within 7 days of receiving the package. 
  
  Delivery & Risk of Loss - Shipment of all Product(s) shall be FOB point of origin as determined by Company. All risk of loss shall pass to Buyer upon tender to a common carrier, Buyer or *****'s agent or employee at Company's warehouse or another point so designated by Company. ***** must report in writing all shortages or discrepancies to Company within seven (7) days of receipt. Otherwise, Buyer shall be deemed to have accepted the goods in a satisfactory manner as determined under the Uniform Commercial Code. Any shortage or damage during transit must be reported to the carrier immediately and Company disclaims any and all liabilities in connection with such losses.
  
  The customer did not report an issue and it was not the company's decision to have the customer not open the package until over a month later. Also due to when this was reported to us, we cannot validate any claims that this happened during original transit with **** We will not be offering a refund and will not cover the damage. The customer was offered free labor if they choose to send the ** in to get fixed, but the customer would be responsible for parts.
  
  *************************************************************************
  
  

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20475597
  
  I am rejecting this response because:

  The claim that there is no way to prove this happened in transit is erroneous as there is clear damage marks on the side of the box that are the exact shape and length of forklift prongs. The dent on the side of the ** also matches that of forklift strike marks.

  *********** has, from the beginning, dodged any and all accountability for their product. What's more, when the customer pays extra for both the extra safe packaging and the extended warranty, there is a good-faith agreement between the customer and the company that the product will arrive in working condition. When initially contacting Cyberpower, I didn't even want a refund--I wanted a replacement, and offered that they receive the damaged ** before sending a new one. I'm not out for anything other than fair treatment from this company as a consumer that spent over $2300 at their online shop. In their response to my initial complaint, they state that they would pay for the shipping and I would be responsible for paying for the parts to repair the **--this was not explained by their customer service representative. Additionally, why should I be responsible for paying for the parts to fix the ** when it arrived broken? Why should I be responsible for paying to fix the mistake made by either Cyberpower or **** I already spent over $2300 on the ** to begin with.

   

  What do I want as a customer? I want my money back and for this company to stop attempting to scam me by 1) questioning my character and 2) hiding behind language they are attempting to use to absolve themselves of any responsibility for their product. In my initial complaint, all the way up until it became obvious that Cyberpower wasn't going to be understanding whatsoever, I was calm and understanding of what it would take to get a useable product. I am still calm, but not understanding. There are numerous complaints online of this company doing the exact same thing to them, including threats of a class-action. This is not an isolated incident. This is a company that couldn't care less about the customers that support them and lack any sort of integrity. 

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

  Business Response

  Date: 08/31/2023

  Our response remains the same. The customer did not report any damages within the required time nor within the return period. Therefore the goods were assumed to have been delivered in good condition. If the box was in such bad shape as the customer claims, why was it not immediately reported? Again, we are sorry but we will not be covering any damages. We cannot validate any claims that this happened during the original transit with UPS. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20475597
  
  I am rejecting this response because:

   

  The Company asks why I didnt report the damages right away and the answer was stated multiple times throughout my conversation with **** in customer service, again in my complaint with BBB, and also in my discourse with the credit card company: 

   

  I was in the middle of moving and I had the ** delivered to the house into which I was moving. It was safe and undisturbed in the meantime and Im happy to provide documentation proving this claim. 
  

  It wasnt reported right away because it was delivered during the workday, where I put the ** into the closet and returned to work, and left it until after I moved. The very next day after moving, I opened the box and discovered the damage and *immediately* reported it. 
  

  I reiterate, stop trying to scam your customers. Have an ounce of understanding and compassion to honor your good-faith agreement with someone that navely paid $2300 to Cyberpower for goods. (I use the term goods very loosely in this situation, as it was more a box of glass and damaged computer parts than goods of any kind)
  

  I have an entire paper trail to substantiate my claim. Will you once again hide behind your amoral loophole clause to steal my $2300?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/11/2023

  We must again mention that our response remains the same. The customer did
  not report any damages within the required time nor within the return
  period. We will not be able to cover any damages that the customer is now
  reporting.

• Initial Complaint

  Date:08/15/2023

  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 purchased a computer from ************* that arrived severely damaged. They have proven difficult to get a refund from, trying to charge for return shipping for a product that was damaged by **** They are also trying to claim a USB was not returned, which was included in an accessories box sent to them. The package was poorly boxed, and their customer service has been terrible.

  Business Response

  Date: 08/24/2023

  The customer was processed a refund, minus the missing items. The customer claimed to have returned everything. However, this was not the case as we later received another package from the customer with the missing items. An additional refund was then processed to the customer since the items were returned to **********************.

• Initial Complaint

  Date:08/04/2023

  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 ************** a few months ago, for approximately ***** Dollars. I have been having non stop issues with the computer and was told to send it back since it is under warranty. *********** said I had to pay for the shipping which came to just over 260 dollars. I asked if they could resolve the issue or if I could get a refund and they stated no. I asked to speak to a supervisor and they said in a few days I'll be contacted.

  Business Response

  Date: 08/14/2023

  The customer purchased a system from ********************** on 2/22/23. The customer had an issue and required an RMA for service to resolve the issue. The customer shipped the video card to ********************** for replacement and we received it on 8/10/23. We are currently processing a replacement. We informed the customer that the warranty does not cover shipping of the item from the customer to **********************.
  
  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 PCs in or out of the U.S.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20424924
  
  I am rejecting this response because: Is it stating I have to pay 2 ways for shipping, unless I read that wrong? The company sent me a defective product and I'd pay over 50 dollars for a GPU in shipping alone. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/02/2023

  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.

  I purchased a ** on 12/27/2022 directly from CyberpowerPC. The total price was $1,494.49.When I received the ** it started crashing straight out of the box through the initial setup, then constantly once I managed to get Windows up and running. The system crashed while installing updates, rendering the hard drive useless and the ** inoperable. I sent it in for repair in February, the invoice included in the packaging mentioned a hard drive and GPU, components I assume were replaced, as CyberPower did not follow up. When I got it back, the ** worked for about a week, then it started crashing with increasing frequency, to the point where the system would crash before Windows would even boot. I sent it in for repair again, this time having to pay $86 for shipping and insurance (as was recommended by CyberPower). They had the ** from May 3 to July 22, during which I had to constantly contact them to get updates on the status of the repair, as well as move things along, as they did not contact me. When I got the ** back, (the invoice mentioning a hard drive and GPU with no follow-up), the very next day, the pc was failing to boot, necessitating restarting the pc several times until it would start up. Over the next three days, the pc would fail to boot, crash, and the monitor would go black, forcing me to power down the system manually and restart. Of the six-ish months Ive owned this **, *** had it for about half the time, and it has functioned for less than a month. The only resolution CyberPowerPC offered was for me to pay another $86 to send back the pc for repairs, that I am not confident will fix the problem, as they didnt fix it the first two times. I was sold a broken product. I would like a full refund, and I would be more than happy to send the system back to them. I cannot afford to send back the ** every few months for repairs. I also noticed complaints from other CyberPowerPC customers onReddit My customer number is ******** Invoice number is ********

  Business Response

  Date: 08/11/2023

  We apologize to the customer for any inconvenience. Unfortunately, the customer is far outside of the return period and CyberPowerPC has informed the customer that we will not provide a refund. We understand the customer claims there is issues after just receiving the computer back from service. We have already provided the customer with assistance in getting the system back for additional service so we may make this right and address the reported issue. We will not be providing a refund and are waiting to receive the system back in order for us to assist the customer further with address the reported problem.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20409756
  
  I am rejecting this response because: the company is offering to repair the pc, but they have previously repaired and replaced parts twice already, and the problem still persisted. I do not have faith that they would be able to fix it if I were to send it back a third time. I want a full refund, as they sold me a computer that did not work when I first purchased it, and has not worked after several repairs by them. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/17/2023

  We apologize, but as we have explained before, we cannot issue a refund for your ** because it has exceeded the 30-day return policy. This policy is clearly stated and outlined in the terms accepted at the time of purchase and in our warranty.
  
  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.
  
  We are still waiting for you to ship back the ** to us so that we can perform additional service and repairs on it. We hope to resolve this issue as soon as possible and restore your satisfaction with our products and services. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20409756
  
  I am rejecting this response because: 

  what guarantees do we get that sending it back a third time will fix the problems the ** has. Are we going to have this back and fourth until the year warranty is void?!

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

  Business Response

  Date: 08/31/2023

  We have resolved the issue with our customer and the computer was returned to **********************. We are addressing the problem and if the customer would like any updates to her RMA, please contact ************ RMA Status or *************************************

  Customer Answer

  Date: 08/31/2023

   
  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:07/31/2023

  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 computer through CyberPowerPC on 28OCT2022. The price was $4,847.67. A few months ago the computer was having issues with applications randomly crashing ******* Chrome, Discord and other msc. apps). I attempted to reinstall Windows 11 and it would not take the install. Eventually I got the Windows to install and had the same issues that I had on the old image of Windows. I swapped to my old PC that I built and had no issues with the same applications that I was having issues with from the new computer. I contact CyberPowerPC to get a *** informing them that I believed it was a motherboard or HDD/SSD issue. They sent me the *** (***# ******) and I shipped off the computer. I got an email stating they replaced the **** CPU and RAM - none of which I said were the original issue. I then unbox my computer yesterday (28JULY2023) and I have the SAME issues I had when I shipped off my computer. CyberPowerPC claimed to have tested the computer and did not have the issues I was having. The computer BSoD (blue screen of death) 3 times withing 1 hour of me powering it on. Clearly if they did "test" the computer then they would have ran into at least one of the issues I mentioned to the technician that was the reasoning for my ***. I called their customer support number only to be read a off a prompt that a toddler could read off. They did not address concern nor did they resolve my original issue. Now that I am having to troubleshoot and attempt to fix the software part of the issue until they decide to call me next week. I was out of my computer for 2 weeks and now I am out of it an additional few weeks since they failed to fully test and repair my computer the first time. There are two ways to resolve this my issue:1. I drive to their local store and they repair same day.2. I ship off the computer for *** repair and they ensure it is fully fixed and provide a full refund on the computer.3. They send me a complete replacement with the same components.

  Business Response

  Date: 08/09/2023

  We already informed the customer that we cannot provide a refund on a computer that is soon to be a year old. Refunds are only provided within 30 days of purchase; after 45 days all sales are final. We have already provided the customer with an RMA for additional service so that we can address the reported issue. We do not perform same-day repairs and we do not replace computers. The computer must undergo repair services and we will replace whatever part(s) we may need to in order to address the problem. We apologize for any inconvenience and look forward to receiving the customer's computer.

• Initial Complaint

  Date:07/11/2023

  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.

  Computer came with corrupt hard drive and they refused to honor their warranty.

  Business Response

  Date: 07/18/2023

  The customer stated to our representative that if the troubleshooting did not work, he was going back to the seller where he purchased the *** If the customer wishes to obtain a refund, that request should be made to who he paid for the purchase. CyberPowerPC is not the seller.

• Initial Complaint

  Date:07/06/2023

  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 purchased a pre-built Ryzen **** Ti ** on February 3, 2023 for $1650.00 and received it on March 2, 2023. Immediately I was faced with game-crashing errors and odd graphical glitches. Shortly after, my computer started blue-screening constantly. I contacted online support as soon as this started happening (March 18), but received no significant help and a long turnaround on replies. I performed a hardware diagnostic on my own and detected motherboard problems, then called the company and was approved for a prepaid warranty service, RMA#****** on March 27.Received the ** back on May 2, and experienced another blue-screen fatal error on May 7. Tried my luck with customer support again, and the instructions I followed rendered my computer completely unusable. CyberPowerPC eventually issued a second RMA (#******) but expected me to pay to ship my product back; after literally begging a different representative on the phone they issued a prepaid label for me to ship my product back for repairs under RMA#****** on May 23.I received the computer back on June 19, 2023, but was in the process of moving homes so it remained in the box for safe transport. I set up the ** on the night of July 5 and experienced yet another blue-screen fatal error immediately the next morning, July 6.Since purchasing this product over six months ago it has been functional for less than 6 days. The refund period may end at 45 days but at this date (April 8) my computer would have been in ********** receiving its first repair. I have never dealt with a product this faulty out of the box and the customer service has been an absolute heart-pounding nightmare to interact with. In one instance I left my phone number with an operator and was told to expect a callback soon, and never received that call.After three chances it is clear this is a hardware issue that cannot be reliably corrected by CyberPowerPC. I am formally requesting a refund for this product.

  Business Response

  Date: 07/14/2023

  We do apologize for any inconvenience and issues occurring with the *** Refunds must be requested within the 30 days return period. Choosing to have the system serviced does not put a hold or renew the return period on the product. If the system needs to be sent in for a third warranty service, our team will gladly try to confirm the issue that is being reported and if there is, we will replace the hardware necessary to resolve the problem.
  
  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.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20280598
  
  I am rejecting this response because: I received a faulty product right out of the box; I did not request a refund within the first 30 days because I was confident that your company's expertise would rectify the issue and we would have no further incident going forward. I consulted tech support immediately upon experiencing my first critical failure, hoping for a simple solution without confrontation. When I sent the unit in for its first RMA it took almost another calendar month to return to me, taking the return window well past both the 30 and ****************************************************************** hoping that we could, at least, reach a bare minimum working product.

  Ultimately what I am being told is by choosing to place faith in your business, I have effectively locked myself out of my only option out? This is not an acceptable answer.

  If my product is still not functioning after the first two services, how can I expect the third-- fourth-- fifth warranty repair to be any different? I am not being shown proof that CyberPowerPC stands behind its products.

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

  Business Response

  Date: 07/25/2023

  Unfortunately, warranty service is the only option. We will check the ** for issues and replace any parts that we need to in order to get this resolved. If the customer would like us to address the issue with the **, we need to receive the ** for additional service. The system is far outside of the refund period and we will not be able to provide a refund.

• Initial Complaint

  Date:06/22/2023

  Type:Order 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.

  Company hasn't sent my replacement video card. They say they have made offers but have not followed through.

  Business Response

  Date: 06/30/2023

  The customer has already accepted an alternate video card and it is waiting for our warehouse to hand it to shipping. We look forward to shipping the item to the customer very soon. We apologize for the delay after the agreement on the video card.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20224147
  
  I am rejecting this response because: They still have not shipped my replacement. I will accept once they have shipped my replacement. They should post the shipping Info here their next reply. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/11/2023

  The *** tracking number for the shipment of the video card is 1Z9557XW4267461424. This can be tracked on www.ups.com Thank you for your patience during this RMA process.

  Customer Answer

  Date: 07/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is best I can get even if I paid more for a better card. Our business is complete. Unfortunately, there will not be any future business endearers or referrals to business with CyberpowerPC. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/20/2023

  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.

  CyberPowerPC delivered a poorly build product. I then tried to be a good customer by attempting to solve my issues myself with months of testing and diagnostics. Turns out that this ended up hurting **** have had issues with games crashing while under high load for months, and finally reached out. They are requesting me ship in the entire machine to run their own diagnostic. A diagnostic that I have already performed myself, and can assure them will provide no help. I offered specific testing instructions and was told they would not do anything outside their normal tests.Not to mention that I bought specific components with a specific request to verify that they were compatible for RGB syncing. After explicitly promising they checked this, they very clearly did not and have provided 0 help in resolving my issues their either.If you have any experience in putting together a **, I suggest doing it yourself or finding another company. This one doesn't care about actually helping you.Information about claimed testing above:I have reinstalled windows - same instability i have installed windows on a new ssd - same instability i have tried new RAM sticks (same as what was sent to me) - same isntability i have tried a whole new motherboard - same instability the only thing i have found that improves stability is to lower the clock/voltage to the *** either through the motherboard power saver, or windows native power saver plan.While under load certain applications crash, but not the ** in general.

  Business Response

  Date: 06/28/2023

  Unfortunately, our records indicate that the customer reported his PC was fried by a lightning strike and we will not be covering damages from this incident. He may read our warranty terms that were agreed upon at the time of purchase. *************************************************************************
  
  Disclaimer of Warranties - Except as set forth herein, ******* disclaims all warranties including implied warranties to the extent permitted by law (to the extent they may not be disclaimed, ******* limits the duration of such implied warranties to the duration of this ****************** ******* disclaims any and all warranties and representations other than those explicitly specified in this contract; any warranties, if separately provided in writing, are extended only to the Buyer whose name is shown on this invoice/contract. Warranties do not cover product damaged by external causes, including accident, abuse, misuse, improper installation, problems with electrical power, acts of third parties, Products that are altered or repaired by anyone not authorized by *******, usage not in accordance with instructions accompanying the Product(s), or failure to perform required preventive maintenance, including but not limited to backups, problems caused by use of software, parts and components not supplied by *******, weather conditions, lightning, fire, water, or any acts of nature or **** ******* shall not be obligated to provide any warranty service or obligations unless customer has paid its invoices in full under this or any other ******* invoice.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20205616
  
  I am rejecting this response because: 

  You point the lightning strike as the cause of harm, but the strike only damaged the motherboard, which i replaced myself, and am not asking for compensation. There is a previous chat log well before the lightning strike that indicates a graphical crashing issue. This thread (*******) with support agent "***********;(CyberPowerPC)" started on June 3, i went through iterations of testing with this agent to no avail. The lightning strike which damaged the motherboard happened June 13. While the timing here may be suspicious, i promise you that it is purely unlucky. I can provide whatever evidence you require for this to be known. Specifically me calling and starting insurance claim processes, and calling many repair technicians all on the same day. I informed this agent of this damage, and that i would be replacing the motherboard and hoping that the problem would self resolve. If i had any intention of misleading CyberPowerPC, i would have started there, and not informed you of the damage event at all. When the problem persisted, i reached back out. This agent has still not responded to the original thread to this day, so i resorted to starting a new dialog with your support team.

  To be clear as well, this crashing issue has been happening since the beginning of me getting this *** but i only noticed it on a single game, so i thought it was the games fault. I tried months of self diagnosis, and testing. Which in theory i can provide ****** search history and private conversations about my frustrations of the issue. I finally gave up on June 3 when it started happening on a new game (Diablo 4). The fact that it started happening in another game immediately lead me to stop thinking it was not the *** and that is why i reached out. 

  As of right now i have personally paid for a replacement **** and everything is working great. If you look at the thread (*******) you will see me ask several times for help with the **** because what i was experiencing was what you'd expect from a faulty CPU. The support rep never once responded in any helpful way regarding the **** and only pointed to other potential components.

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

  Business Response

  Date: 07/06/2023

  The support agent attempted to bypass the warranty terms and assist and offer a repair on the ** so we can diagnose it ourselves and replace a CPU or part that *** have needed replacing. However, due to this complaint, the account was reviewed and again, we saw the chat with the agent where the customer has stated a lightning strike fried his **. Based on this information and our warranty terms, we will not be covering the part for replacement for the customer. 
  
  Disclaimer of Warranties - Except as set forth herein, ******* disclaims all warranties including implied warranties to the extent permitted by law (to the extent they *** not be disclaimed, ******* limits the duration of such implied warranties to the duration of this ****************** ******* disclaims any and all warranties and representations other than those explicitly specified in this contract; any warranties, if separately provided in writing, are extended only to the Buyer whose name is shown on this invoice/contract. Warranties do not cover product damaged by external causes, including accident, abuse, misuse, improper installation, problems with electrical power, acts of third parties, Products that are altered or repaired by anyone not authorized by *******, usage not in accordance with instructions accompanying the Product(s), or failure to perform required preventive maintenance, including but not limited to backups, problems caused by use of software, parts and components not supplied by *******, weather conditions, lightning, fire, water, or any acts of nature or **** ******* shall not be obligated to provide any warranty service or obligations unless customer has paid its invoices in full under this or any other ******* invoice.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20205616
  
  I am rejecting this response because:

  You have yet to contend with the fact that i started communication about the graphical issues weeks before the lightning strike. I have explained several times that this was a last issue since the day i received the machine. I explained that to the original agent as well. The issue *again* was there before AND after the lightning. The lightning exclusively damaged the motherboard which i replaced myself, and am not asking for compensation.

  Are you claiming that because the strike happened at all, regardless of the issue existing beforehand that you have no responsibility? If so then that is wildly insane. This would mean it is in your agents guidelines to delay support as long as possible in hopes that some other circumstance occurs that would void the warranty instead of actually assisting the customer.

  If you look at the original conversation, i asked several time with help with the *** and they deflected to other components.

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

  Business Response

  Date: 07/14/2023

  The customer does not understand that after the ** was hit by lightning, we will not cover the hardware. The warranty no longer covers the product. If the customer drove his car into a lake and they pulled it out immediately and he says, oh it will work fine with just an engine replacement. Would the manufacturer still warranty the vehicle for him and replace any other parts? Our warranty states the product is not covered if it encounters lightning or other acts of nature or God. The customer will now need to purchase on his own, whatever parts he needs to fix the computer.
  
  Disclaimer of Warranties - Except as set forth herein, ******* disclaims all warranties including implied warranties to the extent permitted by law (to the extent they may not be disclaimed, ******* limits the duration of such implied warranties to the duration of this ****************** ******* disclaims any and all warranties and representations other than those explicitly specified in this contract; any warranties, if separately provided in writing, are extended only to the Buyer whose name is shown on this invoice/contract. Warranties do not cover product damaged by external causes, including accident, abuse, misuse, improper installation, problems with electrical power, acts of third parties, Products that are altered or repaired by anyone not authorized by *******, usage not in accordance with instructions accompanying the Product(s), or failure to perform required preventive maintenance, including but not limited to backups, problems caused by use of software, parts and components not supplied by *******, weather conditions, lightning, fire, water, or any acts of nature or **** ******* shall not be obligated to provide any warranty service or obligations unless customer has paid its invoices in full under this or any other ******* invoice.