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: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.

   
  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: 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.

  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,
  
  ***************************

• 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.

   
  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,
  
  *************************d 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.

  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.

   
  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,
  
  ***************************

  ing 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.
  
  *************************************************************************
  
  

  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.

   
  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,
  
  *********************

  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.

• 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.

   
  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,
  
  *************************act 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.

  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.