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:10/14/2022

  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 am so angry and sick at my stomach after hearing what **** (an *** *********** told us today about our ****** **** I have created a *** document to attach, because I will surely run out of characters in this box. But in a nutshell, this is by far and wide the ***** company we have ever dealt with. The customer service ****** so bad and it is so obvious they do not care about their customers!
  
  We ********************************************************************************************************************************* had the computer less than one year when it malfunctioned, causing the red liquid coolant inside to leak all over everything and ruin the computer! We were shocked that we had to spend **** to ship it back to them even though we were still under the one year ********* but we paid it and waited patiently. We were told it would be repaired in ***** days. That never happened. No one would reach out to us to communicate. Every time we had to be the ones to call. Finally, we were told it could not be repaired and would have to be rebuilt entirely, which makes the computer NEW again, and yet they will not provide us with a new warranty for this very expensive computer. I cannot and will not accept their terms that this new computer will only come with a 30 day warranty. My ***** we had the first ** for 11 months before it **************
  
  Who in their right mind would purchase a product for *** and accept only a 30 day warranty? I would love to know! Plus, we have been ******* very ******* We have been **** to, ******** ************ and ******* for almost 3 months. We are a business and our business is currently at a STAND STILL. We can't do anything! Our hands are tied and these people don't seem to give a darn. We have had to call multiple times and beg for any updates. This is no way to run a business! We are ******* and *** up. My entire complaint is ******** in the ************* *** which I am **********

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/17) */
  A refund cannot be provided on a purchase that is outside of the 30-day return period. Also, after 45 days, all sales are final. This system is over a year old. We received it about 2 weeks prior to it going out of warranty. Also note, this system has never been serviced by us before. This is the first time it got to our hands. We offered alternative parts for the parts that are on backorder or parts we cannot obtain but the customer wants to get more warranty. We informed the customer that we do not even sell extended warranties. Our warranty is 1-year parts, 3-years labor. There are no extensions that the customer can buy. We also cannot refund a purchase that is a year old. We are rebuilding the computer for the customer because of the leak it had, but the customer is not happy that we won't offer any new/extended warranties on the PC that we rebuild for him.
  
  
  Consumer Response /* (3000, 7, 2022/10/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still not satisfied. After filing this complaint and being told by **** in the *** department that there was no one else I could possibly speak to about this matter, I found the name and number of the company **** **** ******* I sent this man a text and within 5 minutes he replied to me to ask about my issue. I explained everything to him and the following day, he had a manager named *** call me.
  
  I spoke to *** for 45 minutes and explained how angry I was about the poor customer service. By the end of the call it seemed as if things were possibly improving. After having my PC for nearly three months, someone seemed to be taking this seriously for the first time. *** later called me again and went over some different parts they would have to give me but assured me it would be equivalent to what I had before. I had to trust his word and he assured me it would get taken care of and even offered to extend the warranty to 90 days even though **** told me there was no chance it could be any longer than 30 days.
  
  On Friday, October 21 I received an email from **** to inform me that my PC had been built and would be tested over the weekend. He said he would let me know on Monday if it passed ******* and when it would ship out. I sent a response back and said I was looking forward to hearing how testing went and wanted to be sure they did extra testing on the liquid cooling system since that is what worries me the most. I got an email from **** on Monday telling me the computer passed testing and they had already shipped it.
  
  I waited anxiously until Friday, the scheduled arrival day. I get the computer at **** pm eastern and immediately notice a huge issue. There are no cables at all for me to connect my hard drives. The only cable they sent me was to give the hard drives power. I called CyberPowerPC at 3:53 and was on hold for 25 minutes waiting on the RMA department. When someone finally answered, I asked to speak to ***** I was told he was on lunch and would call me back.
  
  I know from previous experience asking for a manger, which **** is, to call me back that Mr. **** doesn't like to do his job and never calls back. On two different occasions I waited for four days on a call back before I had to call them again and was able to speak to this man. Yesterday, I waited patiently for two hours and what a shock, **** didn't call.
  
  At 6:13pm I call again. I get transferred to RMA again and ask if **** is available. I'm told yes he is I'll transfer you. I kid you not I waited on hold for this man for ONE HOUR. Now almost 7:30 I decided to attempt to call *** using the number he had previously called me from. Guess what? It leads me to the same place again and I get connected to RMA.
  
  I tell the guy who answers the phone my name and that I need to speak to **** before they closed. I thought they closed at **** my time, so I had less than 30 minutes left. This guy says to me "Oh, Mr. **** and I have been discussing your situation and your cables are being ********** I said "well that's great and all, but I also need to ask **** another question because my old ** had two cases for hard drives, which held two drives each, and my new PC only has one case that holds two drives".
  
  Without saying anything, I get put back on hold. A minute or so later, another guy answers. I ask who I am speaking to and low and behold, it's ***** I complain to him about being left on hold for an hour instead of him answering the phone and speaking to me and he doesn't seem to care. I ask him my question about the hard drive and he claims there are two spots in my computer for hard drives, when in fact there is only one. The other spot he thinks is available doesn't fit a hard drive my size. Basically what they consider space for my other two hard drives is a bracket of sorts that I screw the hard drive to, but there's two problems with that.
  
  First of all, the spot where the bracket is supposed to slide into is already occupied by another bracket holding three case fans. I see the groove where the hard drive bracket is supposed to slide in, but it's obstructed by the other bracket holding the fans. Second, even if I could somehow manage to get it in there the **** cable for the hard drives will never connect because they are too bulky and the hard drive sits flush up against this bracket. It's an awful design and these people at ************ are *********
  
  I was told that because I had to keep my hard drives (thank God I did) when my new ** arrived I'd be able to put them back in. What they didn't tell me is how incompetent they are that they would not even include cables. But beyond that, why am I expected to take this computer about *** of the way apart and finish building it for them? I am not a computer building expert like they claim to be. Why was this work dumped onto me? I was originally told you guys could not send my PC back to me unless it was built the same way as it previously was... yet you send me this garbage where I can't even connect my hard drives.
  
  My original computer had two hard drive cases which held two drives each and all you had to do was slide them in very easily, popped into place and bam they were connected. This new PC is so POORLY DONE and they are expecting me to shove bulky hard drives in places where they can't even fit. They do not have a clue what's going on.
  
  To make matters worse, late last night after communicating with **** via email about my concerns (he had requested some pictures) this guy sends me an email and says that upon further examination it turns out one of the hard drives I have will have to be replaced with the new system. Are you kidding me? You're a manager and you notice this AFTER you ship the computer to me? He conveniently sent that email right as it was closing time for them and I replied back thinking I'd get a reply back today. They were open today and they have sent me emails on Saturday's before, but not today!!
  
  **** is a poor excuse for a manager and to be honest I don't think too much of *** either. Even though he talked to me on the phone he was continuously talking over me and I feel like he failed drastically on this as well and should accept some of the blame for this PC not being what it should've been.
  
  It doesn't take a rocket scientist to look at my original PC build, see how it was constructed and find a case that is capable of accommodating the exact same things. Instead these clowns just seemed to throw together any extra pieces they had lying around and ship it out to me without showing it to me or asking for my approval to send it out. If I would have known this was going to be such a headache and I'd be expected to fix what jobs they decided to not do, I would have stopped them from shipping it.
  
  Instead, I'm now sitting here with a completely useless PC that is incapable of running because it has no cables. Even when I get the cables on Wednesday, I do not know how they are supposed to be connected because as I previously said, they will not fit due to the hard drive being right up against the cage. It is highly ************** that you would ship out a PC in this condition and it makes me wonder if there was even any testing done because how in the world does this machine pass ******* without any cables for the hard drive?
  
  Unbelievable. I contacted the *** again today via text. At this point I want everything they say back to me to be in text form and what do you know? Now **** refuses to respond to me and I can see where, at this point, he read my message about five hours ago. I guess the apple doesn't fall too far from the tree and **** isn't the only one who likes to hide when things get tough. I was also told yesterday on the phone that there was not a way for them to connect me to *** because he does not have a direct phone number. LOL how does a manager of a company not have a direct phone number?
  
  These guys are a complete joke and it's no wonder they have over 500 *** complaints within the past three years. It's even more of a miracle that they've been in business for 20+ years.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  We thank the customer for his patience during the RMA period. We rebuilt the system and shipped it to him on 10/24/22. We also had to send him some SATA cables for the PC. The customer has informed us that the PC is working and we are happy that he has his PC back in his possession.

• Initial Complaint

  Date:10/13/2022

  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 laptop from Cyberpower on December 25th, 2021. I received the laptop in January. It worked for one week before the motherboard went out. I sent it back for them to fix it under ********* They returned it in a month and a half in partial working condition. The laptop does not operate as advertised. I asked for a refund and they refused due to it being purchased past 30 days. I sent it in again for a ******** repair. They shipped it back with nothing fixed. I have sent the laptop in a total of four times and the laptop is still not working ********** I would like my money returned to me. I do not have the quality product that was purchased, it is an ***** piece of junk. Attached are all **** with dates. I have tried working with them. I have tried to do everything they have asked me to do. The laptop does not perform as ***********
  
  
  
  Order #: XXXXXXX

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/14) */
  We apologize to the customer for any inconvenience. The customer has an RMA provided so that the laptop can be reviewed and also reviewed again after it is finished being serviced. As for a refund, we are unable to provide a refund on a purchase that is outside of the return period. Refunds must be obtained within 30 days; after 45 days all sales are final.
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The fact that I have to send in my laptop for it's 5th RMA is ridiculous. Cyberpower did not even try to fix anything for it's last RMA. They looked at it, said they can't find anything wrong with it, and sent it back. I've sent them video of it underpoerforming and everyone from Cyberpower who has seen how the laptop operates agrees that something is wrong with it. I have no faith Cyberpower will fix it correctly. Am I just going to keep sending it back in until my warranty expires and then I'm just out of luck? At what point will Cyberpower just admit they sent me a laptop that is not working correctly and they can not find out what is wrong with it and just replace the laptop or refund me? 10 months and I have had no resolution. This is not what a customer should experience when purchasing a product from Cyberpower. It has been nothing but headaches and frustration. I have not received the product I purchased from Cyberpower as far as I am concerned. What I have received is inferior to what was advertised. Cyberpower needs to deliver what was purchased, not this broken piece of junk they keep sending back trying to pass ** off as a gaming laptop.
  
  
  Business Response /* (4000, 9, 2022/10/21) */
  CyberPowerPC just received the customer's package on 10/20/22. Our service team will work on reviewing the reported issue with the laptop and replace whatever is necessary if the issue is seen in our possession. We hope that we can see and pinpoint the issue so that we can have this matter fully resolved.

• Initial Complaint

  Date:10/06/2022

  Type:Delivery 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 made a purchase of a PC from CyberPower on Saturday 10/1 (Order *********** Because my purchase was *********************** 10/9, I chose the option for "overnight" shipping. This was an additional ***** but I thought it was worth it to ensure overnight shipping.
  
  Today, it has been 4 business days without word on shipment, so I reached out to inquire on shipping. I was told my PC is on target to ship by 10/12, so it should ship "on time." This was written from ******* in sales. I should note the email was written with no greeting, no hi, hello, or anything.
  
  I responded to ***** explaining a 10/12 ship would not be "on time," since my purchase was made with overnight shipping on 10/1. I asked to be directed to a supervisor. ***** declined to put me in touch with a supervisor, instead explaining they need time to build and test the PCs. I responded explaining this was never mentioned during the purchase process, and they should not offer "overnight" shipping if they can't honor it. ***** responded to say I should've received a shipping confirmation with an expected delivery date, but again, this is after the purchase process where I already spent $100 on "overnight" shipping.
  
  I would like my **** refunded, and an apology from the company for falsely offering ************* shipping. I also feel they should remove this option going forward since they clearly can't honor it.
  
  Lastly, I feel ******* in sales should be given training in customer service and understand his company's policies and the need for etiquette in conversing with customers. Also, when a customer asks to be out in touch with a supervisor, they should be allowed to do so.
  
  Thank you.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Unfortunately, the customer is ignoring that when he ordered his custom build, that there is an estimated ship date provided. This date provided is an estimation of when the computer might be done being built, tested, and shipped by. When the customer checked out his order to place it with us, he may have chosen 1-day shipping. However, that specifically was listed for the "Shipping Method" which means he is paying for 1 day shipping time. When the computer has completed assembly and testing, then the shipping will kick in and *** will pick up the package and they should deliver it to the customer in 1 day. We are sorry that the customer insists that just because he wants 1 day shipping, that we should assemble his order and ship within 1 days time. This is not the case and this is what his sales manager attempted to explain to the customer. If the customer is still not happy with his order and us because we cannot fulfill his request of having his order built and shipped overnight, he may continue his sales manager back to cancel his order or if he has further questions about the order.

• Initial Complaint

  Date:09/29/2022

  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 custom built computer from CyberPowerPC on 1/10/22. Per the invoice, I purchased a 3 years service plan including labor and lifetime technical support.
  
  On 9/22/22 my the power supply unit for the system critically failed in an unsafe way. A cable has melted in to a port, leading me to believe I did not receive the higher quality ************ power supply unit I paid for, but instead was replaced with a lower quality product and re-cased.
  
  I attempted to contact the company by online support ticket and by phone of which they have failed to respond for over a week. I believe them to be intentionally ignoring these support methods in order to prevent having to honor their warranty.
  
  Image attached is the failed power supply unit in question. You can see the last **** cable on the left has a slightly depressed release handle from where I was attempting to remove it, but I failed, as it has been melted in.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/29) */
  We apologize for any inconvenience. We did find an email ticket from the customer. The email has been re-assigned and an agent will be responding to the customer shortly to assist with the issue reported.

• Initial Complaint

  Date:09/16/2022

  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.

  PC Order# ******
  Purchased on *********
  Cost of PC: ********
  
  The pc I purchased from Cyber power had a catastrophic failure, just over a year after the pc was built.
  
  I contacted cyber power pc by phone and they told me that the pc was out of warranty and ended on 7/5/2022. They advised me to go to the parts manufacturers to get the parts warranted.
  
  I emailed ***** and they told me that my processor is a "tray processor" (which means it was sold in bulk), and due to their policies, in order for the processor to be warranted, the business I purchased it from has to warranty it out but it does have a four year warranty...
  
  I emailed Cyber power with the emails from ***** and they said no, that my pc is out of warranty.
  
  Now I am being penalized because of the way cyber power ordered their parts to make it cheaper for them. I have exhausted all avenues and neither side wants to budge and my patience has run out. I would like a full refund for my pc. This warranty policy that cyber power has should match that of the manufacturer, if they are going to purchase parts the way they do. Its completely unethical.

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/28) */
  We apologize that we were unable to assist outside of the warranty. All parts have a 1-year warranty. This was agreed to at the time of purchase and is listed in our warranty. We will not be able to provide any type of assistance for a warranty replacement part. The customer is outside of our warranty period.
  
  Warranty Coverage - Company warrants to the original purchaser that the Product(s) shall be free of any defect in material or workmanship for a period of three years for labor and one year for parts from the date of the original invoice from Company. Except in the case of Notebooks, which carry a one year labor and one year parts from the date of the original invoice from Company. Company 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 Company prove defective by reason of improper workmanship or material as reasonably determined by Company, Company agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges. Company shall not be responsible for any software or data installed on the Product originally supplied by Company. This warranty does not cover software, external devices, accessories or other parts added to a Company system after the system is shipped from Company, or accessories or parts that are not installed in the Company factory. Monitors, keyboards, and mice that are included on Company'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.
  
  
  Consumer Response /* (3000, 7, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The retailer of the CPU that were sold on the PC I purchased were purchased in "Bulk" from the manufacturer, to save cyber power money, therefore rendering the 4 year warranty from the manufacturer null to owner, unless cyber power pc sends it in to *****. Cyber power pc should have purchased my CPU singularly, not in bulk. I am now being penalized due to the way cyber power pc has purchased my parts. I demand a refund or a replacement CPU. The next step will be me contacting a lawyer and the federal trade commission.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  If the customer wanted a retail warranty or any other warranty, he would have had to buy his parts individually from a store or reseller. We sold the customer a computer build and the warranty clearly states that the parts have a 1-year warranty. The customer should review the warranty again which he accepted at the time of purchase: **************************************************
  
  The customer also did not buy parts individually from us, he purchased a fully assembled PC.

• Initial Complaint

  Date:09/15/2022

  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 ordered the ****************************************************** gift. It was for him to use to game as well as use in college. This computer cost about 1800 and it isn't worth it. He has had it 1 year and 3 months now and the battery is not working and unlike the cheaper computers you cannot just remove the battery and replace it. I tried ordering a new power cord for it thinking that was the issue, but they told me they don't carry them. Who doesn't carry a power cord for a laptop that they sell? I found a generic Powercor for it, but it still doesn't work. There is only a 1-year warranty on the product which is fine if the computer was worth it. I have boughten cheaper laptops from other companies and they last at least 3 year or longer before they start having issues. I do not think this is ok for them to charge so much money for a laptop that you can't even get simple parts for it and stops working right after the warranty goes up.

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/22) */
  If the laptop is over a year from the purchase date, we cannot provide any RMA services. The laptop is out of warranty which is why we were unable to assist in providing an RMA for repair of the laptop. We apologize for any inconvenience this may have caused.
  
  Warranty Coverage - Company warrants to the original purchaser that the Product(s) shall be free of any defect in material or workmanship for a period of three years for labor and one year for parts from the date of the original invoice from Company. Except in the case of Notebooks, which carry a one year labor and one year parts from the date of the original invoice from Company. Company 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 Company prove defective by reason of improper workmanship or material as reasonably determined by Company, Company agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges. Company shall not be responsible for any software or data installed on the Product originally supplied by Company. This warranty does not cover software, external devices, accessories or other parts added to a Company system after the system is shipped from Company, or accessories or parts that are not installed in the Company factory. Monitors, keyboards, and mice that are included on Company'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:09/09/2022

  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 desktop on ********** Since getting it, I have had nothing but issues, the cost was ********** The monitor cannot support ** as it claims it can, when running a simple game at highest graphics it goes into a weird color mode. *** ports either stay on once the PC is off and just a ton of issues. I was sold a faulty computer. I reached out to the business on 7 **** ******** responded back, that I had to pay for shipping, and I had to send my personal computer back, without a backup, with my hard drive, with all my data, so not only, do I have to pay out of pocket, I have to be without a computer for up to a month, and I am sending my hard drive to a company, I don't trust?? This doesn't seem right. The appropriate solution would be to send a new one out, ill swap hard drives and send the old one back, that would be real customer service.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/14) */
  If the computer needs warranty service, the customer needs to send the computer in for service. If the customer is not comfortable with his data on the drive, then he can format the drive before he ships the PC to CyberPowerPC. Also regarding the monitor issues, the monitor is not provided by us and if the customer's monitor has issues, he should reach out to his monitor manufacturer for assistance. As for the PC, we look forward to receiving the PC so we may address the customer's reported issue.
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's the graphics card, not the monitor. I shouldn't hVe to pay to ship an item back, less than 6 months old that is faulty.
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  We apologize, but shipping is not covered under the warranty.
  
  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 (XXX) XXX-XXXX. 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. 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. Company will ship the repaired or replacement products to you freight prepaid if you use an address in the U.S. (excluding Puerto Rico and U.S. possessions). Shipments to other locations will be made freight collect. For all shipments outside of the domestic United States all Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and it will be collected upon delivery from the carriers for certain packages. These charges are recipient's responsibility.
  
  
  Consumer Response /* (4200, 11, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not comfortable shipping back. I do not have the original foam or box. Can we at least meet in the middle and send that out??? I will pay for shipping. I honestly feel like I was sold a faulty machine and something in the middle that is comprisable makes sense.******** was flat out rude which makes no sense to me.

• Initial Complaint

  Date:09/02/2022

  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.

  ********* purchase date
  ******** each laptop and I bought 2
  
  I bought 2 laptops from ************ in California October 2021. They have both been repaired 3-4 times each and now the screens gone out on 1 again! That means it will spend the last month of warranty at ************ supposedly being repaired. I spent a lot of money on them and in the near future they will be worthless. I have asked ************ to replace the laptops with a brand new one or issue a refund, they refuse. I can provide ALL email correspondence, repair emails, all of it. I have done all ************** through email so I have a written record. I am unemployed and use these now more than ever in trying to find work. Please help me.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Out of the 2 laptops, 1 laptop has been repaired once, and the second laptop has been repaired twice. Does the customer have invoices to prove each laptop was repaired 3-4 times? If the customer has an issue, he needs to contact support and obtain an RMA for service. His warranty is about to expire at the beginning of October, so we recommend he contact us immediately for an RMA.
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  The business response is invalid. I've already contacted for another RMA, they've ignored it and sent me invoices for someone else's warranty repair. Do I need to get a lawyer?
  
  
  Consumer Response /* (-5, 9, 2022/09/08) */
  Date of purchase:9/26/21
  
  First warranty contact for laptop #1:Unknown, email is missing
  
  Second warranty contact for laptop #1: 1/13/22 for same issue as above(email message is attached) first******************* estimated repair and return to me was 21 days. Laptop was received on 1/24/22 per the email from CyberPowerPC, they didn't respond and tell me it was received until 2/3/22 when I asked for an update. 3/22/22 I received an email my laptop(#1) is being returned, after 57 days. Which was 36 days past when I was told to expect it.(email attached) I was told the motherboard/memory/screen needed replacing.
  
  Third warranty contact 4/28/22 for *************** on laptop #2(email attached). RMA#******* received at CyberPowerPC on 5/16/22. Same repair issues as laptop #1. Received a notice it's being sent back to me on 5/28/22, per the email I asked what was fixed and I was ignored, I received laptop #2 back 6/2/22, where it was locked and unusable. Spent a couple hours to figure that out, got it unlocked.
  
  Fourth warranty contact on 7/12/22for laptop #1 again-******************* Same issue as before, this time the laptop powered down and would not come back on. Received at CyberPowerPC on 7/26/22. Returned within 2 weeks.
  
  Fifth warranty contact 7/28/22 on other laptop, ***********motherboard replaced a 2nd time. Received back to me about 8/15/22. On 9/2/22 the screen cutout on one of the laptops again, I asked for assistance and was ignored. Then on 9/7/22 I was sent a copy of another customers invoice/response from warranty support. Which they later asked me to disregard, but still ignored my request for help. At this moment the screen has started to work again but it will need fixed soon. As you can see, these laptops are LEMONS. I have asked repeatedly to have them replaced outright and CyberPowerPC refuses. I have lost at least 4 months worth of warranty time due to their trash equipment. They need to either replace these laptops with brand new equipment, with upgrades for compensation OR refund my money. If you would like, I can zip folder every email/communication I have.
  
  You may contact me at ************ or**************************
  
  I have attached a copy of this statement as well.
  
  
  Business Response /* (4000, 10, 2022/09/09) */
  The customer's latest email has support still requesting the customer to provide his serial number or order number to them. Since the customer emailed from an email address that is not on file, support does not know who he is. Support has attempted to assist but the customer still does not provide support with his serial number or order number. The customer inists on a replacement or refund which we cannot do on a purchase that is just days away from 1 year of purchase. The customer has had a total of 3 warranty services. ********** (RMA #1) for laptop XXXXXXX******** ********** **** #2) for laptop XXXXXXX******** ********** (RMA# 3) for laptop XXXXXXX********
  
  If the customer is having a problem with the laptop, he can request an RMA from support after providing them with his customer information and service can be performed. However, if the laptop is not having any issues when it arrives to CyberPowerPC, it will be shipped back to the customer as-is. If the laptop does have an issue, the issue(s) will be addressed at our facility under the warranty.
  
  Consumer Response /* (4200, 17, 2022/10/18) */
  ***Document Attached***
  Cyberpowerpc refuses to acknowledge the laptops are broken. See attached photos of **** in support arguing that there's no issue. Also see the attached photo of the laptop before going into the box for the RMA warranty service.
  
  This company refuses to take responsibility for broken equipment. It's under warranty. They won't fix it.
  
  
  Business Response /* (4000, 19, 2022/10/24) */
  The laptop had no signs of an issue. At one point, the laptop was running benchmarks for 4 days straight and still did not fail or show any issues. We consider this case closed as the laptop left our facility without any issues.
  
  
  Consumer Response /* (4200, 21, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  i SUBMITTED PROOF THAT THE LAPTOP IS BROKEN. PHOTOGRAPHIC PROOF AND THEM SAYING NOTHING IS WRONG IS THEIR WAY OF CICUMVENTING THE WARRANTY. THESE LAPTOPS HAVE BEEN BROKEN ALMOST FROM THE TIME I GOT THEM AND THEY HAVE NEVER REPAIRED THEM PROPERLY. THE PROOF I SUBMITTED IS EVIDENCE OF THAT, AND THEY OPENLY ADMIT THEYVE SENT THIS ONE BACK TO ME WITHOUT REPAIRING IT. I GAURANTEE 100% THAT IN A VERY SHORT AMOUNT OF TIME IT WILL BE SHOWING THE SAME ISSUE OR WORSE. IF BBB ISN;T GOING TO STEP IN AND TAKE CARE OF THIS I WILL BE FORCED TO TAKE IT FURTHER. I HAVE COPIES OF ALL COMMUNICATIONS WITH CYBERPOWERPC, THEIR STAFF, AND BBB. MY NEXT STOP IS THE ATTORNEY GENERAL'S OFFICE AND THEN TO MY ATTORNEY. IF CYBERPOWERPC WANTS TO BE SO DISHONEST AND SELL GARBAGE THEY REFUSE TO REPAIR, MY ATTORNEY WOULD LOVE TO TAKE THIS TO COURT.

• Initial Complaint

  Date:08/30/2022

  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 bought a PC from CyberpowerPC and when I received it, the *** chip was faulty. They sent me a new one that was a different brand, also did not work, and did not fit in the case that I had, which they said would fit. They wanted me to send them the PC for repairs and I asked them the best way to box it because I did not own the case's actual box. Their tech told me to get it boxed professionally by *** so it is secure. I did just that and the boxing looked great. the foam was completely surrounding the box and was perfect for shipping. A couple weeks later I received an email from the company stating the PC broke and had major damage to the motherboard and ***. Stating that the boxing was done poorly. They sent pictures and the boxing was NOT similar to the boxing that left the *** store. I asked to file a claim and the tech informed me the claim will not go through their company because the PC came in as, "red flagged for improper packaging." Which means it voids warranty and is ultimately on me. I told him that one of his techs informed me to have it packaged a certain way. He then replied it is still my fault for having it packaged a certain way. I then asked to put a claim through ***. he replied stating *** will not take claim due to it being professionally packaged and then the package was not open until it was in the possession of Cyberpower. I felt scammed and no way else to deal with it but ask for the price of the damages. They informed me it will be sent via email in 2 days. They did not give me the quote until 2 weeks later when i called them and they did not run the damages at all. They priced the damages for the *** and motherboard around $1400, which is $700 dollars more than the price of the 2 parts if I bought them myself. I asked where the extra 700 is going to, for example, going to the price of people repairing it? They replied the repair is free and I had to pay for damages. I asked to send it back as is because what a rip off.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/02) */
  The computer was originally received in a single box with some foam that was unable to protect the computer during transit. The computer arrived with damages and we informed the customer that the warranty does not cover the damage. The package was not insured and also marked improperly packaged therefore a claim would not be made. CyberPowerPC returned the computer to the customer in as-is condition as he did not want to purchase replacement parts from CyberPowerPC. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:08/11/2022

  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 ****** gaming PC from this company a year ago.
  It was defective from the very first day. Freezing and shutting down numerous times per hour.
  Worked with the company over emails and phone calls in which they would take weeks to respond at times and even closing my tickets without responding to me. (I have saved all emails showing this)
  Before the year warranty was up we worked out that I would send it in and have them repair it since all the troubleshooting thus far had failed and they couldn't figure out the problem.
  They sent it back three weeks later saying it was repaired. It was not.
  Now they refuse to do anything more about a product that was defective from the start.
  My patience was taken advantage of.
  Order number *******

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/19) */
  The customer purchased a system on 5/5/21. The computer was serviced in April 2022. The computer was returned to the customer on 4/18/22. The warranty ended on 5/5/2022. We informed the customer the system is now out of warranty. The warranty does not renew when service is performed. We apologize for any inconvenience but the customer is out of warranty.
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have an obligation to sell a working product as all companies do. They failed to do so from the very first day I received it, all the way up to the point of warranty expiration. They should have done something to actually solve the issue instead of just the run around with no actual solution.
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  The warranty does not renew when service is performed. Our warranty may be reviewed at **************************************************
  
  
  Consumer Response /* (4200, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hiding behind an expired warranty doesn't change the fact. Sold a faulty machine they weren't capable of fixing even after all the troubleshooting and them physically trying to repair it.
  
  
  Business Response /* (4000, 13, 2022/09/01) */
  The computer was only repaired once. This is not an issue of us selling a faulty machine. If the computer had issues since day one, the computer should have been sent in immediately and multiple times. Again, the customer is out of warranty and unfortunately, there is no further service that we can provide. We apologize for any inconvenience.
  
  
  Consumer Response /* (4200, 15, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I had numerous calls and emails with their support from day one. They never recommended sending it in until the warranty was almost up.