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Business Profile

Printer Sales and Services

CyberPowerPC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 197 total complaints in the last 3 years.
  • 56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/11/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    11/27/2020 Gaming PC purchased for ********** Invoice order ****** / Invoice #XXXXXXXX. Included in this order were quote "CS_***: Default case fans'". Note PLURAL fan(s). 1 year warranty. Website description linked on invoice also advertises "default case fans - plural: ******************************************************

    12/10/2020 Gaming PC delivered.
    11/05/2021 PC CPU was reported overheating CPU/bluescreening to tech support, within warranty.
    11/11/2021 $11.99 was spent on thermal paste as directed by tech support. Did not resolve overheating issue.
    12/16/2021 - Shipped PC from FL to CA at cost to me. RMA #XXXXXX.
    01/21/2022 - PC delivered back to me and internal components were unplugged. After remediation, I reported to tech support still having same problems.
    01/25/2022 - PC shipped from FL to CA at cost to me. RMA #XXXXXX.
    03/22/2022 - PC delivered back to me.
    08/04/2022 - PC having same issues. Reached out to tech support. I asked tech support "Please tell me the number of fans that are supposed to be in the case.". ****** (e-mail address *************************) replies "The PC was ordered and configured with one fan that was mounted to the liquid cooler.". The PC has one fan mounted to the liquid cooler and no "default case fans". I have reason to believe this is intentionally misleading to me as a consumer.

    I'd like to be re-funded ****** for the CPU paste and $75.00 for the shipping costs (I paid a lot more than that due to insurance of the product but I think the shipping amount is more than reasonable. And I'd like cyberpower to remove the description of "default fans" on the website if it does not come with at least two case fans.

    -******** ******

    Business Response

    Date: 08/31/2022

    Business Response /* (1000, 5, 2022/08/18) */
    We apologize for any inconvenience, but we are unable to provide any refund on a purchase that is outside of the warranty period. Refunds are only provided within 30 days of purchase. If the customer would like more fans, he would need to purchase fans on his own as the fans provided in the system are the only fans that came with the PC configuration.


    Consumer Response /* (3000, 7, 2022/08/21) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I did not ask for a refund. I asked for re-imbursenent based on false advertisement.


    Business Response /* (4000, 9, 2022/08/30) */
    There was no false advertisement. The case did not come with any fans. As listed on the invoice, the system only comes with 1 fan. We apologize for any inconvenience.


    Consumer Response /* (4200, 11, 2022/08/31) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    On the web order invoice it states 'CS_FAN: Default case fans'.

    FANS is plural. Meaning more than one. The website graphic displays 6 fans. This is very misleading. Not only that, the unit should not have been sold without a warning on it stating that the "Default case fans" would be insufficient and will likely damage the internal components, which is exactly what occurred and occurred within the warranty period.

  • Initial Complaint

    Date:08/09/2022

    Type:Product Issues
    Status:
    Answered
    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 a custom computer from CyberPowerPC on 7/22/22. It was delivered 8/8/22. I followed all directions to unpack & set it up. I noticed a few minor issues that I was willing to work with that did not impact the overall functionality of the computer. First, the mouse did not work. However, since this was an accessory, I figured would work with the company to get a replacement. Then I tried to connect the WIFI antennas and realized that the motherboard connections to the exterior of the case were loose so I chose to leave the antennas off since I planned to connect via a hardwire. The computer started up normally last night. I shut it down with plans to start it up in the morning to finish setting it up and installing the software. When I attempted to turn it on this morning, it momentarily received power but then shut off. I contacted customer support and the guidance I received was that it was most likely the power supply but possibly the CPU. He advised me that my options were to troubleshoot it locally to determine the issue and they would send repair parts, or I could return the computer to them to be troubleshot and repaired with a lead time of ~ 14-21 business days. Since there were now a total of 3 issues with this "new" computer I originally planned to ship it back for them to troubleshoot. However, the more I considered my options, I realized that I had ordered a brand new fully functional computer and did not receive that and I would prefer to just return the item as it was a defective item. I called customer support back and told them I would like to return it due to all of the issues that I had already experienced with their defective product and was told that I could do that, however I would have $69 deducted from my refund amount to cover the cost of return shipping. I do not understand why I need to cover the cost of return shipping for their defective product.

    Business Response

    Date: 08/31/2022

    Business Response /* (1000, 5, 2022/08/11) */
    We apologize for any inconvenience. If the PC has an issue, we would be happy to bring it back for service and replace any parts that may have failed. However, return shipping is not covered under warranty which is why we informed the customer he would be responsible for shipping. A refund will be processed to the customer pending the return of the merchandise.


    Consumer Response /* (3000, 7, 2022/08/11) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I do not believe this is a fair policy. Look at the number of unhappy customers there are on your reviews and on the BBB. I will admit that your contract says that the customer is responsible for the cost of the return but what were my options? I dealt with a horribly rude and patronizing customer service representative which left me with no faith that I would receive a good outcome from sending the PC back to the warehouse for service so I asked for a refund. Cyberpower should spend less on their legal team and more on quality assurance. The computer never should've left the facility with loose connection points. The customer also shouldn't be expected to have to troubleshoot and repair a two day old $3500 computer. I'm not the expert. Cyberpower is supposed to be and they failed to deliver what they promised. If I had ordered a piece of furniture and it arrived broken is it my responsibility to get into my wood shop to fix it? No. Responsible companies that stand behind their message and business model own the fault and make it right for the customer.


    Business Response /* (4000, 9, 2022/08/15) */
    We apologize that the customer is unhappy with our services and support. We are still waiting to receive the merchandise back so that a refund may be processed.

  • Initial Complaint

    Date:07/26/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Purchased a custom computer from ********** ** on **** ** ***** It arrived about two weeks later, as expected. I used the computer for a few hours, and it started having issues, and I contacted ********** ** on June *** It took a couple days to pinpoint the problem, which is a bad graphic card. The company was supposed to put a hold on a credit card, and they did not so they could send me a functional card. I have attempted several times to get this issue rectified and they are no longer responding to my emails. I am out a large amount of money and want this situation *********

    Business Response

    Date: 08/03/2022

    Consumer Response /* (-5, 5, 2022/07/26) */
    We did finally get a hold of them and changed the order type. Now I'm sending the entire computer back for repair. So the part order has been canceled.


    Business Response /* (1000, 6, 2022/07/29) */
    An RMA for service was authorized for the customer. CyberPowerPC is currently waiting to receive the computer to address the problem with the PC for the customer. We apologize for the issues encountered with the PC.


    Consumer Response /* (2000, 8, 2022/08/01) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    The rma was changed after I made the complaint. The computer is on its way for repairs and hopefully things will go smoothly from this point on.

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