Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/24/2024

  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 received the computer today on 09/24/24. The computer was incomplete and damaged that could not of come from shipping. Due to how customer service did not seem to care for a correct solution. I wanted to return it. They are making me pay for shipping on a computer they did not finish building and was damaged by the builder to get parts to fit in.All I want them to do is pay for shipping and take the poor quality computer back.

  Business Response

  Date: 10/03/2024

  The customer notified us he returned the PC to us for refund processing. Once we receive it, we can help process the refund.

• Initial Complaint

  Date:09/24/2024

  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.

  Computer was purchased from ************************** on 8/17/24 in the amount of $1,854.83. Website states returns are accepted within 30 days of purchase. Computer arrived on 8/22/24 and upon turning it on and attempting to transfer files from old computer, received a blue screen stating critical process has died and immediate restart. Contacted technical support via phone and they advised to reinstall windows and emailed me instructions to do so. Reinstalled windows as instructed and continued with the transferring of files. Three days later, contacted support again, as the blue screen critical process has died error continued happening and more frequently. Asked for a refund since it was within 30 days, and they advised they could do a refund but I would be responsible for paying shipping and insurance to send it back to them. Or they could do a repair and they would pay for shipping and insurance. Reluctantly opted for the repair, as I could not afford to put more money into shipping and insurance. Received computer back on 9/21/24 plugged it up that evening received the same blue screen critical process has died error. Contacted support again and they advised to send it back again for repair. Advised them that I would like a refund at their expense for shipping and insurance, as it was not my fault they did not fix the computer, but they sent a return label for repair only. I filed a dispute for the purchase price through my credit card company to try to get a refund through them. It is currently being investigated and could take up to 60 days. Notified Cyberpowerpc of the dispute through my credit card company.

  Business Response

  Date: 10/01/2024

  The customer agreed to additional service. However, since a refund has been requested and falls within the refund period, her RMA has been updated to a refund so that a refund can be processed once we receive the merchandise back. Please note that shipping is not covered.
  
  Return & Refund Policy - No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("RMA") 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 RMA 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 RMA 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: 10/03/2024

   
  
  Complaint: 22328163
  
  
  
  I am rejecting this response because: I will not pay shipping to ship their defective product back to them. This is non negotionable. As my complaint states, I was demanding a refund of full price of the computer plus they will pay for shipping/insurance back to them. The computer was shipped back to them on 9/23/24
  
  
  
  Sincerely,
  
  
  
  Leah Shirlen

  Business Response

  Date: 10/11/2024

  The customer has already received a refund for the merchandise that was returned to CyberPowerPC.

  Customer Answer

  Date: 10/14/2024

   
  
  Complaint: 22328163
  
  
  
  I am rejecting this response because: This is incorrect. I have not received a refund as of today. I rechecked with my credit card company used to purchase the defective product and verified that nothing has been refunded to my card. 
  
  
  
  Sincerely,
  
  
  
  Leah Shirlen

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 4th I purchased a new computer from Amazon, the brand of the computer is CyberPower PC. CyberPower has a 1 year warranty on new PC's. Upon arrival there was a faulty graphics card, I contacted CyberPower PC support and I was told on August 8th that a replacement graphics card was being shipped out promptly.Two weeks passed and I did not receive the graphic card or any communication from the company. I finally emailed them asking for tracking information and only then was informed the part was on back order, and that "****" would keep me informed of when it was shipped. That did not happen.The following week I sent another email asking where the graphics card was and requesting my warranty be extended since I have now been sitting on a $3000 non-functioning paper weight for over a month.My question about the warranty extension was completely ignored and I was told by "****" the part should be arriving to them that day and would be shipped out promptly. Another week goes by still no graphics card and no updates from "****" I send another email yesterday requesting my warranty be extended and asking Where the graphics card is since I was ignored completely the previous attempt.This time I was told there would be no warranty extension and was given no updates on the graphics card! It has now been 6 weeks with no end in sight, no updates at all, and I am not sure what else I can do.

  Business Response

  Date: 09/13/2024

  We have reached out to the customer and offered 2 alternatives graphics card. The customer did not accept any alternatives. The customer has agreed to wait for the original card to come back in stock. We will keep the customer updated,

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22275476
  

  I would like to wait until the new graphics card arrives before marking this as resolved.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/16/2024

  We look forward to receiving the card and shipping it to the customer as soon as we can.

  Customer Answer

  Date: 09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have received a replacement graphics card, and have shipped back the old card.

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

• Initial Complaint

  Date:09/10/2024

  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 computer system from CyberPowerPC (CPP) on April 7, 2023. After showing problems within the first few weeks, it failed entirely on November 2, 2023. Despite four unsuccessful ***air attempts by *** over nearly nine months, and my paying $991.45 in shipping for ***airs, it's still broken 10 months later.November 3, 2023: I discover a large metal tool apparently left loose inside the system by accident (see pictures). I ask for a refund, which is declined.Lacking confidence in CPP, I asked the *** ***resentative who would pay shipping costs if further ***airs are needed after the first attempt. The ***resentative ***lied If your PC comes back to you with the same issues we will be able to provide you a shipping label for it to come back in as we want to ensure it is in working condition. Relying on this promise, I send the product for ***air ($222.15 in shipping).December 13, 2023: I receive the product. It crashes within 10 minutes, then refuses to boot.December 15, 2023: A CPP *** says *** will provide a shipping label to return the product for ***air.January 5, 2024: A CPP *** says CPP is unable to provide a shipping label because the address must be "within the US" (the *** address is a US address).January 8, 2024: I speak to a CPP *** for 30 minutes who says CPP can only provide shipping labels for *** addresses. When I said CPP was leaving me no recourse but legal action, he tells me twice to "go for it."January 11: I pay out of pocket to send the system to CPP again ($238.80 shipping).February 16: I receive it; the product will not boot.March 22: I send it back ($252.95 shipping).May 15: it boots but the *** consistently loses signal. *** tells me the product is no longer under warranty.June 10: After CPP says they WILL ***air it, I send it a fourth time ($277.55). On July 22, I receive it. It will not boot.August: I take it to a computer ***air shop which diagnoses a broken motherboard. I send the attached demand letter.

  Business Response

  Date: 09/30/2024

  There is no refund or reimbursement to provide. We informed the customer we can only offer additional service and we cannot cover shipping. If the customer would like further assistance from us on checking his PC after we already rebuilt it, he would need to ship the computer to our facility.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22263791
  
  I am rejecting this response because:
  

  CyberPowerPC has failed after repeated attempts over 9 months, with nearly $1000 in shipping at my expense, to provide me a product in warranted condition. Telling me to spend an additional $250+ in shipping so CPP can make a fifth attempt to repair the product  with absolutely no explanation from CPP about what they will do differently from the previous four failed attempts  is not a good faith effort to resolve this dispute.
  
  Responding to my complaint that *** has failed to fulfill its warranty with "tough  your only option is to pay to send it to us again, no matter how many times we fail" is outrageous, and shows exactly why a BBB is needed. It is even more outrageous because *** promised repeatedly, in writing, to pay the expense of shipping for needed repairs after the first attempt. Where does that end? If I had spent $3000 in shipping on 12 failed repair attempts, would I get the same answer? Would CPP argue that it had upheld its warranty?

  This response is not acceptable.

  Sincerely,

  ***** *******

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22263791
  
  I am rejecting this response because:

  CPP hasn't offered anything new here, just as they haven't offered anything new since I originally reported this system for warranty service in November 2023. There's no recognition at all that this is an extraordinary situation, with four failed repairs by *** over nearly a year. They haven't adjusted their approach one inch beyond their boilerplate policies of "no refunds after 45 days" and "all we can do is offer shipping labels to UPS-serviced address" to meet that extraordinary situation. Standard policies are there for a reason, but it's frankly incredible to me that CPP has shown no flexibility (or creativity) in trying to resolve this situation.
  
  Even leaving aside money -- which CPP appears dead-set against refunding or reimbursing, even in the face of written promises -- why can't CPP answer the simple question of "if I again spend hundreds of dollars of my own money to return this system to CPP, what will CPP do differently from the previous four times it attempted to repair this system?"

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

• Initial Complaint

  Date:09/05/2024

  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 recently purchased a PC and had it shipped to my friend's address. Unfortunately, I received news that my friend passed away unexpectedly, and they are no longer able to receive the package. I reached out to the seller, CyberpowerPC, and requested that they contact *** to hold the package at their station so that I could pick it up myself. However, they refused to do so.I then contacted *** directly and was informed that they would be willing to hold the package if CyberpowerPC were to request it. Despite my attempts to reach out to the seller via phone and email, I have been met with an unpleasant response and a refusal to assist me.At this point, I am requesting one of two solutions: either change the name and phone number associated with the shipment to mine and hold the package at the *** station, or provide a refund (I am willing to pay the $75 shipping fee if refunded).order details:CyberPower ********************************************************************************************* Sales Tel: ************** Fax: ************** Tech Support Tel: ************** Website: www.cyberpowerpc.com INVOICE NO. ******** ====================Invoice date: 8/30/2024 Customer no.: ******** BILLING ADDRESS:================******************* *************************************************************************************** SHIPPING ADDRESS:=================DAYU *** *************************************************************************************** ORDER DETAIL ============Order date: 8/24/2024 Our order no.: ******* Indicator: AUTOSO Salesman ID: WL Terms: ****** Ship via: GROUND

  Business Response

  Date: 09/05/2024

  The customer was informed by the sales manager many times that the computer was ordered via ****** and no changes to the address/delivery could be made. As of 9/5/24, the merchandise was delivered to the customer under *** tracking# ******************. If the customer still doesn't want the computer, the customer can contact support to request a return for refund.

• Initial Complaint

  Date:08/30/2024

  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.

  The transaction was on 5/20/24. The computer chair was almost 300 dollars, it is under warranty. The company was contacted regarding a replacement, I spoke with a person named ****** he stated they would provide me a replacement and I can you the box to send the old broken chair back. I have waited patiently but never recieved anything. I then emailed requesting an update to which I was told there will be no replacement. The person I initially spoke to is a new hire, didn't know the policy and too bad, I have to deal with it. I called and escalated to a level 3 technician who refused to get me to speak to anyone higher than him. He said that the most they will do is send the piece that is broken only. The representative ****** refused to provide a shipping number and stated it will take atleast a month to get the part. This company is scamming people.

  Business Response

  Date: 09/05/2024

  The customer was already informed on 8/29/24 that we would ship him the part he needs. The part shipped to the customer on 9/4/24 under *** tracking# ******************.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22216858
  
  I am rejecting this response because: you sent me a plastic bottom to the chair with no pneumatic mechanism,  so it is completely useless and trying to disassemble the old chair to use the plastic new part only broke more of the chair !! We should have been sent a new chair for going through this most ridiculous company 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/13/2024

  We have reached out to the customer and will be sending him out the hydraulic mechanism for the gaming chair. 

• Initial Complaint

  Date:08/12/2024

  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.

  Date of Transaction : 11/28/2023 Price : (Copy and pasted from invoice) Subtotal ******** Shipping ***** Shipping Discount -***** E-WASTE Fee 0.00 Tax *****% ****** Total ******** What was purchased : CyberPowerGamingPC Dispute : Faulty Hardware Help from the company : Yes the company has been contacted, originally the issue was noticed by them and was asked that we ship the computer back to them. We have shipped the computer back once already (((we had to pay for shipping))) and after receiving the computer, it still did not operate as intended, it still carried problem after problem. After contacting them the second time, it was way worse then before, the agent on the phone was very rude, did not apricate small talk and made that aware (((Which i understand))) After explaining the issue the agent on the line made us feel dumb, keep saying things like **** you need to troubleshoot these things before contacting us, You need to unplug the ram (((computer part))) and plug in back in." .. it was just awful and we are tired of dealing with the company I also asked him while on the phone.. hey the led lights wont come on either and his response was **** you have a bigger issue with your pc, left focus on that and not worry about lights" which i responded with.. ummm okay.. not to be rude but i payed for the entire pc and id like the entire pc to work even if its """JUST LIGHTS""". We just don't want to keep paying shipping to have them fix it, at least attempt to.. we are just tired of dealing with them.. and it doesn't seem like they really care about what's going on.. the computer hasn't worked since we got it.. pc's can last for a long time and this one maybe goes 1 maybe 2 months and then quits ..

  Business Response

  Date: 08/16/2024

  If the customer has an issue with the *** he is welcome to obtain an RMA for service and ship the ** in for service. The system is also far outside of the warranty period and we cannot control any payments the customer is making. That is between the customer and whomever he is financing payments with; CyberPowerPC is not charging the customer any payments. If the customer got the computer back and had issues, we should have been contacted immediately, but since two months had passed, this is considered another issue. We cannot claim that repairs on the machine were not properly performed. We would be more than happy to provide warranty service to diagnose the computer and see if there are issues that need addressing. Should there be any part(s) that fail testing, we can replace those parts.

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22124792
  
  I am rejecting this response because: The computer is not out of warranty date. it is still within its time and to go through the process of yet another RMA covered by our warranty .. I also as stated before (and clearly did acknowledge this) .. the agent we contacted was rude and did seem to care at all! which is what brought me here in the first place.. When the pc was first purchased it lasted 2 months and then broke and had an rma.. 2 months later (again) its broke with the same problem (faulty hardware) which is what cyber powers agent informed us, stating an rma is what we need todo.. im sorry but after being disrespected and treated like an idiot to say the least.. i don't want to mess with it.. i just want this solved and want to be out of the way of cyber power.. but with all these problems that have come from this and the money we paid as CUSTOMERS.. we feel very inappreciative as the consumer .. for crying out loud the first thing the guy on the phone said after I said "hey how's it going" was "uuhhhhh its Saturday.." then i mention .. ahh i get ya.. working on Saturdays isn't fun huh.. and instantly says **** I don't like small talk and I don't want you asking about my personal life, what can i help you with.. LIKE wow.. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/22/2024

  The computer was first RMA'd 6 months after purchase and was serviced once. We will gladly service the system if it needs to be serviced again. This is the only way we can assist further, by providing the customer with additional service on the *** If the customer does not want to ship the system back for service, we unfortunately have no further assistance we can provide. We hope the customer will choose to use his warranty and obtain an RMA for additional service.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22124792
  
  I am rejecting this response because: we have done this already.. we do not have a networth of millions of dollars to continue shipping the mistakes over and over again, we just cant.. its gone for some long we get it back and still continue to have issues. Rma is not the route we wish to take given shipment is covered on our end and that the agent we spoke to,  we rude and didnt enjoy working on Saturdays .. we have no interest in doing business with your company we just hope you can make it right 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wed, May 1, 2024 I ordered a Tracer VIII laptop from www.cyberpowerpc.com that was shown to work with an external liquid cooler (***) that they sell. The *** was an available option to select during the ordering process for $150. I purchased the laptop with the *** at that time. When I received the laptop on May 10th, it had numerous issues that required IT support and to be sent back to CyberPower PC for service. Upon receiving the laptop back on June 13th, the main issue for IT support was not fixed. I have been communicating with their IT support via email for since 5/10 regarding these IT issues, with no solution. I have found a work around for the issue and finally got the laptop setup with all the accessories purchased with the laptop. That is when I found that the laptop DOES NOT work with the ***. There is no port for the *** to plug into. I was sold a $150 *** unit that cannot work with the laptop sold to me. I have tried to resolve this via email with Tech Support and via phone and have been hung up on and ignored, after they state that this is outside the return window. While I understand that this is outside the typical return window, they sold me a device that cannot work as they stated on their website at the time that it would work. They have since updated the website with the correct information, so they know they offered it with a product it does not support. Every time I asked if they normally sell hardware that cannot work with the products they are selling it with, I got hung up on. I would like my $150+tax refunded to me.

  Business Response

  Date: 08/01/2024

  Due to the cooler not being compatible with the laptop the customer purchased, we can bring the cooler back to process a refund. We need the customer to contact support to obtain an RMA for the refund. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  An RMA has been issued with a return shipping label.  Liquid cooler was shipped on 8/3/24.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/11/2024

  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 ***** plus pc. When I got it it never worked. I sent it back to them to fix it but *** broke the pc. They said I packaged it improperly but the pc. Ever worked in the first place. I tried to get a full refund as I had a warranty but they refused and so far have not gotten back to me about the money they owe me.

  Business Response

  Date: 07/12/2024

  The customer was notified and provided photos of the damaged package we received. The customer was informed a refund could be provided to him, but the damages would be deducted from his refund. We are still currently working with the customer on this case.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21971852
  
  I am rejecting this response because:

  They have not gotten back to me about my refund. I am still unsatisfied because I never received a working computer.

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

  Business Response

  Date: 07/17/2024

  The customer was just informed on 7/16/24 that we need to assess the total value of the damages to present him with an amount that we could refund minus damages. We are still waiting for the values to be obtained to provide the customer with a dollar amount on what his refund would be. We should be updating the customer very soon. We thank him for his patience.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21971852
  
  I am rejecting this response because: I have still not heard from the business regarding my refund.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/18/2024

  As we just mentioned, we are still working on providing the customer the total as we have to check which internal parts were damaged.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21971852
  
  I am rejecting this response because: it's been several weeks and have not received my refund.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/05/2024

  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 purchases this computer on 5/20/2023. I didn't receive it initially until 5/24/2023. It arrived broken and completely unusable because they did not package it correctly so it needed to be sent BACK to them and it was gone for a whole month before I got it back. Now it is suddenly not working again and they won't repair it saying it is out of warranty when it should NOT be out of warranty when they said they would honor it due to them breaking it initially. I should still be under warranty due to their damaging my system for a whole month.

  Business Response

  Date: 07/10/2024

  The original date of purchase was 5/24/2023. The customer received system and reports shipping damage. An RMA was issued and the damages were replaced at CyberPowerPC. 6/1/2024 (after 1 year from date of purchase), customer contacts ********************** and reports a problem. Customer was provided with troubleshooting steps as part of the technical support that comes with the computer. The computer continued to have issues and the customer was informed due to being past the 1 year warranty, we could not provide him a warranty repair RMA. 
  
  Warranty ********** ******* 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 *******. Except in the case of Notebooks, which carry a one year labor and one year parts from the date of the original invoice from *******. ******* shall have the sole discretion in determining whether Product is covered under the warranty for labor and/or warranty for parts. Should the Product(s) supplied by ******* prove defective by reason of improper workmanship or material as reasonably determined by *******, ******* agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges. ******* shall not be responsible for any software or data installed on the Product originally supplied by *******. This warranty does not cover software, external devices, accessories or other parts added to a ******* system after the system is shipped from *******, or accessories or parts that are not installed in the ******* factory. Monitors, keyboards, and mice that are included on *******'s standard price list are covered under this warranty; all other monitors, keyboards, and mice are not covered. Any part that is repaired or replaced under this warranty will, itself, be warranted only for the remainder of the warranty period of the original product being repaired or replaced.