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:01/13/2025

  Type:Order 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.

  On 03/16/24 I bought a computer from Best Buy in ***************** , store #***. This computer is a Cyberpower PC. product and comes with a 1 yr warranty on parts and labor per the sales representative from Best Buy. I bought this computer mainly due to the power, amount of quality parts and systems it comes with as well as the one yr warranty on parts and labor. On Monday, December 16, 2024 due to computer not working, shutting down, I had an appointment with Best Buy Geek Squad Tec for a Tec scan. Per the scan, the computers main component, cpu needed replacing due to many ongoing complaints on line and known issues by this company as to this part failing. As a type of fix, the company put out a download update fix but this download still did not fix this issue. The update called (update BIOS). Although Ive downloaded the update without fixing this companys failure product part, and confirm this with a Tec support scan by Best Buys Geek Squad, I had to return the computer back to CyberPower PC. The problem is, they are only located in **********! I found out although my computer would be covered for parts and labor, I didnt know I had to pay such a tremendous amount for shipping to **********! It cost me $292.44 to ship this computer I just a few months ago, payed $2,249.99 for another $292.44 to return it for repairs. There is nowhere else closer I can take or send this computer under the warranty coverage. I was never informed of this by the sales representative at Best Buy nor did i read this would cost me this charge to send only to ********** for any repairs anywhere in the paperwork. I tried emailing the company and voicing my concerns and asking for reimbursement for such payment, minus the insurance costs I paid of $65:40 to insure delivery without damages but the company refused, stating its there policy to only provide return costs after repairs, not cost to send to the company. This is outrageous and unethical business practices.

  Business Response

  Date: 01/20/2025

  We would like to clarify that we are not Best Buy, the retailer from whom you purchased your unit. As the company providing warranty service, we are responsible only for the terms outlined in the warranty itself. We do not control or have influence over the information provided by sales representatives or any advertising made at the time of sale in store.
  
  We understand this may be frustrating, but unfortunately, we cannot be held accountable for information controlled by another business. Should you need any support or warranty service while you are still within warranty, you can always contact us for support.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22797151
  
  I am rejecting this response because:

  As I mentioned in this initial complaint, its about the warranty coverage period.  This is not about a sales *** or having anything to do with what was said or not said at time of purchase.  This complaint goes directly to the warranty coverage process and related issues to getting such services.  As a consumer, this response by the company is extremely unethical and misleading information as to the consumer, purchasing products at a store of which the product or item comes with a warranty, in this case parts and labor.   Nowhere in paperwork provided or that came with this purchase that it informs the purchaser or consumer of additional cost and fees to receive ***airs or services if this product malfunctions or needs ***air that such warranty coverage shall be obtained only if returned back to the manufacturer thats limited to one state.  Her, such manufacturer warranty ***airs are being limited to **********, where I live in ** is across the *****************.  What if this product was from *****, and had same warranty protection, I would not have bought such product if warranty service, if needed, could not be taken to a 3rd party vendor or retailer shop near by.   This product that required service and ***air was directly related to defective parts, CPU by the company.  After being informed of this product issue, the company tried to fix with notifying customers of a a software update that did not fix this issue.  Now, the consumer has to seek warranty services which is 1st, frustrating now, but to forced to pay extremely expensive shipping costs in order to fix a defective product is totally unacceptable and unethical business practices. Why should the consumer be forced to pay, in my situation, almost three hundred dollars more then the purchase price, which was less then 8 months ago, to be acceptable for such costly service just to fix this computer is outrageous.  This is not about Best Buy, this about a consumer product complaint which a very expensive computer was defective and needs warranty service.   Then to find out the consumer is responsible for now, shipping back to the manufacturer instead of a local ***air company or warranty company which the business uses to fix or do warranty ***air service is just bad business practices.   Ive even tried to not ask for shipping insurance cost which I believe is fair, just asking for the inconvenience of being without a computer and having to ship this product back to a manufacturer across the country is again, outrageous.  I will use this response and file the appropriate small claims complaint in ************* Superior court and seek a summary judgment for the full shipping cost now and any relevant court costs and filing fees associated to the filing.   I will also file a formal complaint with the ****************************** and my local state attorney generals office , asking for any additional assistance.  I will also forward cc of my complaints to Best But corporate office, informing them of such issues as its related to products they sell of this company and the affects of poor quality and customer satisfaction directly related to a product defective item and deceptive warranty issues. My suggestion to Best Buy is to stop selling this companys products with such deceptive warranty practices which are placed ion the consumer. 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 02/05/2025

  As previously explained, we are not responsible for any information provided at the time of purchase. If any assumptions were made regarding warranty coverage or the location of repairs, those are the responsibility of the customer. The manufacturer's warranty clearly states that it is the customers responsibility to ship the product to CyberPowerPC for warranty service. The warranty covers parts, labor, and CyberPowerPC will return the serviced computer to the customer once the repairs are completed.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22797151
  
  I am rejecting this response because:

  false advertisement to consumers as to warranty.  Such response is misleading as to the consumer, knowing if warranty service is needed, customer will bare the cost of shipping but this company is deceitful in not mentioning that the customer will have to mail the broken and warranty covered item all the way to ********** and not mentioning that the customer has no other recourse to mail this item to a local or closer location.   Misleading customer information is not only poor business practices but is extremely unethical.   If told at time of purchase or on any paperwork that this item, if needed repair would have to be sent directly back to the original manufacturer in a state across the country, I and Im sure other consumers would not buy this product knowing that they, the customer would incur extremely expensive cost just to receive such coverage repairs.  Makes absolutely no sense to pay over $2,000 for a product with a warranty as to parts and labor and a tunnel vision of customer shall pay for shipping cost for such but not mentioning it must to shipped to ********** only is extremely shady and misleading information to the consumer.   Paying $2,000 for such then knowing if this product needs repair, customer will incur hundreds of dollars in shipping cost more is just fraudulent, misleading and extremely poor customer care 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 02/14/2025

  Our response remains the same: We would like to clarify that we are not Best Buy, the retailer from whom you purchased your unit. As the company providing warranty service, we are responsible only for the terms outlined in the warranty itself. We do not control or have influence over the information provided by sales representatives or any advertising made at the time of sale in store.
  
  We understand this may be frustrating, but unfortunately, we cannot be held accountable for information controlled by another business. Should you need any support or warranty service while you are still within warranty, you can always contact us for support.
  
  Any assumptions or misunderstandings made at the time of purchase fall outside of our control.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22797151
  
  I am rejecting this response because:

  Again, this response has nothing to do with Best Buy, its the company and product thats in question.   As previously stated, reading and understanding a warranty coverage as to parts and labor for repairs is normally the number 1 question consumers have.  This incident has to be with defective components, the *** itself!   Software updates the company put out when aware did not fix this defective components , causing it to not work!  This is not a normal issue of warranty but a manufacture issue that the company supplied bad or faulty components to a very expensive computer. Now with understanding of being covered for repair is relieving, then finding out in order to fix a faulty product, I , the consumer now had to incur almost $300 of my own money to send to only one location for repairs and nowhere else nearby is incredibly frustrating, outrageous , and shady business practice and unethical business practice.  Again, putting the consumer, customer on the hook for a product that came with a defective parts but makes the consumer bare expense to fix is just criminal.  Ill take my chances in small claims court. *** already hired an attorney who is very knowledgeable in consumer protection and consumer rights law.   You will be held accountable and I will post this outcome on social media!!
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:01/07/2025

  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.

  my warranty was 2-3 weeks past the 1 year parts and they refused to help me. Motherboard is a cheap Hong Kong Chinese motherboard and they are known for high rates of early failure. I started getting voltage instability on all of my usb ports and the wifi card stopped working. Usb ports would disconnect constantly and wifi card no longer processed more then 5mb of speed faithfully. Now i am getting random software crashes because the ** no longer has any stability. Cyberpowerpc staff on the website ticket were completely useless and marked my ticket solved without responding back to me. Would never buy a pre-build ever again. Will just go to newegg or drive 3 hours to my closest microcenter for parts deals. I am warning all of you beware cyberpowerpc for cheap motherboards and powersupplies. I spent $745 on this huge paperweight.

  Business Response

  Date: 01/15/2025

  I understand your frustration, but as noted in your initial message, your warranty has expired by 2-3 weeks. Unfortunately, we are unable to provide replacement parts or assistance outside of the warranty period.
  
  We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:12/31/2024

  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 PC from the company and opened it new out of the box and it didn't work. When I called them to request a service, we attempted to fix it over the phone but it didn't work. They wanted us to return it but pay shipping or charge a refund % if a return. Since we purchased the computer brand new and it never worked out of the box, we don't feel we should have to pay for shipping or a restocking fee on a return. Currently, they are not providing any other option.

  Business Response

  Date: 01/08/2025

  We apologize for any inconvenience this may have caused. As per our policy, we received your request after 30 days from the invoice date. Due to this, we initially offered warranty service for the computer.
  
  However, since your item is still eligible for a refund, we are happy to update the service RMA to a refund and will proceed with it in accordance with our policy. Please note that shipping costs are not covered under this refund.

• Initial Complaint

  Date:12/12/2024

  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 pc from their storefront on the military exchange website nov 2024 I had problems with it in febuary, first I worked with them thinking I was exchanging my graphics card for a replacement at my expense from my overseas APO. What they sent me back did not help, then I had to struggle to get them to take the whole PC and repair it, they sent it back, didnt detail any maintenance or tell me anything about it, I got it back and I was able to use it in short bursts, but when I found the time to use it more often it would start to turn itself off or restart without notice. I had already paid 275$ in shipping to send it to them so I trained everything I could to make it work. Recently I tried to troubleshoot with them again and inquired about exchanging a part. They told me I was no longer in warranty. No consideration for the fact that I already used the warranty and they did not give me a fully functional product, with clear proof that they did their due diligence and that they resolved the root cause. They are now plainly refusing to stand behind their work. I feel cheated and I am out 2,275$ between the cost of the product and shipping for their warranty service.

  Business Response

  Date: 12/17/2024

  Our records indicate that your computer was serviced and returned to you in August 2024. Since then, your warranty has expired. Our warranty does not reset after a service, and as such, the product is no longer covered under warranty as of November.
  
  We understand your frustration, but unfortunately, we are unable to offer further warranty services or a replacement at this time. However, if you need assistance with troubleshooting or would like to discuss repair options, please feel free to contact our customer service team at ************ or ************************************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22679429
  
  I am rejecting this response because: you did not fix the product. You are not standing behind your product or your work. You have no idea about the frustration of purchasing a product and spending significant funds to get itrepaired only for it to still be non functional. Your treatment of your customers, and especially service members is exceptionally poor. Please stand behind your work. Everything about you and your companys response has been insufficient, to include wasting time troubleshooting.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/24/2024

  If the product experienced issues, we recommend submitting it for warranty service at the time of the problem. As warranty service was not requested, we must assume the product was functioning properly at the time of receipt.
  
  Unfortunately, if the computer is now experiencing issues outside of the warranty period, we can only offer out-of-warranty service. In this case, the customer would be responsible for all associated costs, including shipping, parts, and labor.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22679429
  
  I am rejecting this response because:

  I clearly used the warranty, you have record of this and it did not fix the issue, I dont have unlimited funds to continue sending it back and forth to you guys. *** already bought replacement parts at this point and would like at the very least if you guys could provide a new OS key since Im having to replace the motherboard, and any waranty information for the parts you used would be appreciated as well. At this point I just want the pc I paid your company a lot of money for to work.

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

  Business Response

  Date: 01/08/2025

  If you reach out to our support team, we can provide you with the Windows key that was injected into the motherboard. It may still work if you use the same ********* account to log into Windows on your replacement motherboard.
  However, since the contact was made months after the last repair service and shipment in August, we must conclude that the system was functioning properly after the service. This explains the gap in communication and reports during that time.

• Initial Complaint

  Date:12/09/2024

  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 cyber power in august and in July it started crashing whenever I run a game. Ive tested over 20 games and they all crash. In the past 6 months I have sent the pc to them twice and have replaced the gpu with one they sent me. Ive also tried all the solutions they have provided me with such as redownloading drivers. So in the last 6 months the only thing that has changed is that the fan lights no longer work and Ive spent $200 in shipping.

  Business Response

  Date: 12/10/2024

  The only records we have of this person with the information provided is a email to support which we replied to asking him for more information because we cannot pull up his account, and we never heard back from him.

  ******* August 30, 2024 at 4:35 PM
  Hey,
  Can you please provide the serial number on the back of the PC?
  A pleasure to be of service,
  Thank you,
  --
  ******* - Tech Support
  CyberPowerPC
  *********************************************************************************************************
  Tel: ************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22656025
  
  The serial number is ************ 

  The contact information provided with bbb is different than what was used to contact cyber power. the name was ****** ***** and the email was **********************************. 

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

  Business Response

  Date: 12/24/2024

  The computer in question was purchased from Best Buy, not directly from CyberPowerPC. As we were not the seller of the product, we are unable to process any refunds.
  
  However, we are happy to assist with warranty service for the unit you purchased, in accordance with the terms of our warranty policy.

• Initial Complaint

  Date:11/19/2024

  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.

  My son sent his ** for repairs (July 15, 2024). The company "repaired" his ** and shipped it back. However, the address they "mailed" his ** was undeliverable because it was incorrectly listed.This resulted in the ** being returned back to Cyber**. When Cyber** received the ** back (July 19, 2024), they stated the ** had "Oxidation damage" and refused to repair without charge.Cyber** had my son ** since (7/15/2024) and still has it to this day. He hasn't had the ** in his possession since he mailed his ** to them. With that said, one can assume that the damages occurred in their possession or during transit, which he shouldn't have to pay out-of-pocket for. It is now November 19, 2024 - and my son still do not have his ** and they are still refusing to repair the ** without him paying for whatever new damages they are now stating occurred. My son paid $287.15 to have the device mailed for repairs. My son hasn't been in possession of the device since the original mailing date. Please see attachments.

  Business Response

  Date: 11/22/2024

  We are writing to respond to the complaint filed by ******* ****** regarding her son's computer repair. We take customer concerns seriously and would like to clarify the situation.
  
  Initially, the computer was sent to us for repair due to a non-functional issue. Upon receiving the system, our technicians powered it on and found no issues; therefore, it was promptly returned to the customer within one day. Unfortunately, due to an address issue, the computer was undeliverable and returned to CyberPowerPC by ****
  
  Upon receiving the system a second time, we conducted a thorough inspection and discovered sticky liquid residue inside the computer. This residue can cause intermittent short circuits, which explains why the computer functioned normally during our first inspection. It is important to note that this type of damage is classified as physical damage and is not covered under the warranty.
  
  We understand the frustration this situation may cause, but we must uphold our warranty policies. The presence of the residue indicates user-related damage, which we cannot be responsible for under warranty terms.
  
  Since the mother had requested we send the computer back as-is, we are shipping the computer back to her son and hopefully we can get it out today.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22578672
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/15/2024

  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.

  My computer was received new but the headphone **** doesn't work. I was sent a part to replace it but it would require me to cut into the case of the computer which is no small feat and beyond my ability. I contacted about sending the computer in to have the problem fixed as it is still under warranty but have not heard back.

  Business Response

  Date: 11/19/2024

  We apologize as the customer emailed someone who is no longer working at the company. We are following up with the customers support request as of 11/19/24. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22561378
  
  I have heard from the business but I am being told to send the computer back at my own expense. Doing so is a literal financial burden due to the size and weight. My financial situation is not one of abundance It was under warranty when I contacted so I feel return shipping should be covered. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/26/2024

  We apologize for your financial situation. As stated in our warranty policy, customers are responsible for shipping the product back to us at their own expense. Unfortunately, we are unable to cover return shipping costs for warranty claims, as this is part of the terms outlined in the warranty agreement.
  
  We recognize that this situation may be challenging, but we must adhere to the warranty guidelines. Please be assured that once we receive the product, we will process the warranty service as quickly as possible.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22561378
  

  I am concerned as the business issued me a return number but they quickly closed the ticket. Does that mean if I send it there will be a problem getting it fixed? Does the closing of the ticket cause an issue?
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/12/2024

  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.

  On the date of 6/13/2023 I ordered a pre-built ** from this company for $2,848.06 USD. From the opening of the delivered ** I noticed some fin damage on the systems radiator, very minor damage and would not cause issue, I should have taken this as an ill omen. Since owning this ** I have had many man problems with it such as system blue screens, crashes and power loss, system hangs, freezes and unresponsiveness. I have tried and tried to solve these issues myself as I didn't have a working ** anymore, but I was able to use some components from my old ** to test these issues and they have persisted through it all. I've reinstalled windows and wiped the ** completely blank to attempt a clean slate and yet the issues have persisted. I have asked CyberpowerPC to refund the purchase even though it is out of their allotted policy timeframe and they have refused. I do not have the money to spend on potential troubleshooting and new parts to solve these issues, if they can be solved at all. I simply wish to be refunded my purchase so I can start over and have a working product.

  Business Response

  Date: 11/19/2024

  response:
  
  The customer has an invoice date of 6/27/23. The system is over the 1-year parts warranty and well over the 30-day return period. A refund cannot be provided to the customer. We apologize the system is not eligible for a refund.
  
  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, reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or deny Buyer'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 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 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 copy of invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. Company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22536505
  
  I am rejecting this response because: The product you sold on your website is poor, it does not work properly and I have had issues with it from the start. These issues are progressively getting worse as time goes on, I have been told by one of your representatives to take it to a local PC repair service, this will not do. There is no telling how long it would take for this issue to be resolved or if it can be resolved at that, there is also no telling how much it would cost to do this. Perhaps there is another solution to my problem, while a refund is still my preferred option, maybe an exchange in systems of equal monetary value would work better. I look forward to your response.
  
  Sincerely,
  
  Colby Chance

  Business Response

  Date: 11/26/2024

  Issues from the start but contacted us over a year from purchase to ask about warranty work? We are sorry but our answer remains the same:
  
  The customer has an invoice date of 6/27/23. The system is over the 1-year parts warranty and well over the 30-day return period. A refund cannot be provided to the customer. We apologize the system is not eligible for a refund.
  
  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, reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or deny Buyer'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 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 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 copy of invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. Company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22536505
  
  I contacted your company shortly after I received the system about potentially damaged radiator fins, I was told that it was nothing to worry about and that it would not effect system performance. According to your return and refund policy, the return and/or refund is SOLELY at the companies discretion, meaning that my request may have potentially been declined within that 30 days even if the parts and components are all original and virtually untouched. My answer also remains the same, I would like to receive a refund for this bad and faulty product that I continue to have the same and growing problems with.
  
  Sincerely,
  
  Colby Chance

• Initial Complaint

  Date:11/07/2024

  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 have a battery backup unit, and when a storm rolled through a power surge happened frying my PC. i called Cyberpower up the following monday to get this rectified. i was sent an email with a case number and to send them my shipping info, receipt, what was connected and what was damaged. and i did exactly all of that. i did everything they asked of me. this company has ignored me for a WEEK now. i made a phone call the other day to find out WHY i was ignored and i was told it was put to the claims department and to expect a reply to my email within 24 - 48 hours. this NEVER happened so once again i called them up this morning, gave them my case number and told the guy what happened and how i had been ignored, he told me that i would get an email from the claim department TODAY, and that *NEVER* happened.i *JUST* got off the phone with them and was told once again that i "will get an email tomorrow" i was lied to twice now over the phone about my issues, and i highly doubt i'll get that email tomorrow. its been over a WEEK, my computer is dead in the water and i have been ghosted. this is extremely unprofessional and ridiculous.

  Business Response

  Date: 11/14/2024

  It seems that there has been a mix-up. Thsi complaint is filed under the wrong company and should be reviewed from our complaints.
  
  Our company, CyberPowerPC, specializes in building and selling custom computers, and we believe your issue pertains to a product sold by ******************, which provides battery backup units and surge protectors. Unfortunately, we are unable to assist with claims or issues related to their products.
  
  We recommend reaching out directly to ****************** at ********************************** for support with your battery backup unit. 

• Initial Complaint

  Date:10/17/2024

  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.

  It will not turn on it will get to the screen with icons and shut down and you can start the process over and over again nothing Changes. We call called right a way. They are pacific time and we are on eastern time it makes it difficult to get a hold of them. They have it documented that we called within a few days to tell them it wasn't working and they gave some trouble shooting ideas. They didnt work and again we hours don't match up m-f pacific time verses eastern time to reach back out. I call back on 10/16 2 weeks out side of the 30 days and no option for a return. we spent ******** and it doesn't work. They wanted me to work in the computer myself and do trouble shooting. I did not know I needed to able to work in a computer before purchasing a computer. They offered to send it in and wait up to 21 days without the product we purchased and no compensation. We want a good computer that works with the specs perchased.

  Business Response

  Date: 10/18/2024

  The customer contacted us and was informed she was outside of the refund period. Unfortunately we could not provide a refund outside of the refund period but the customer is eligible for warranty service. 
  
  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 deny Buyer's claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on a new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for a refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and a copy of the invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. The company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22431465
  
  I am rejecting this response because the product did not work from the purchase date. We reported the faulty equipment and it was not corrected after trouble shooting. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/22/2024

  A refund is being requested outside of the refund period. It does not matter if someone claims issues were occurring within 0 days. The refund request/claim was made outside of the return period and therefore a refund cannot be provided. At any point within the return period, the customer could have requested/demanded a refund and obtained an RMA to return the computer for refund processing. This was not the case. At this time, if the customer has any issues, warranty service can be requested and we would be more than happy to diagnose the problem and replace any part we may need to if there are issues found.