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:04/19/2024

  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.

  I purchased a high end gaming ** from this company.The company installed a used and/or defunct *** in the ** I purchased.I sent in the *** to be replaced through CyberPower ** RMA after the *** stopped working a couple months after purchase.They sent me a completely broken and unusable replacement *** and are now not responding to my requests for customer support.The parts of the ** are supposed to be new and under warranty for 12 months.I am asking for the *** to be appropriately replaced with a NEW functional ***. This process has taken months and I still do not have a working ** that I paid thousands of dollars for.

  Business Response

  Date: 04/29/2024

  We apologize for any inconvenience. The customer reported to have received a replacement part with damage. Support is attempting to assist in issuing the customer an RMA for service. However, we are waiting to hear back from the customer to verify his information an that an RMA can be issued to the customer for service and we can address the issues with the computer at our facility.

• Initial Complaint

  Date:04/17/2024

  Type:Customer Service 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.

  You hadn't sent this email, so today I did, but you should find another safer way to dispose of it, such as sending it to a place where you collect it, because in this situation this could happen, where the customer could suffer an accident, which in mine I almost ended up with. without fingers

  Business Response

  Date: 04/30/2024

  Hello, We do not know why we are receiving this complaint. Also the device in the photo is not even made by us. We make computers. This complaint should be removed from our profile.

• Initial Complaint

  Date:04/08/2024

  Type:Delivery 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 3/31/24 I placed an order for a computer from this company. I used a credit card in the process. The order was processed and I received a email confirmation and a ship date of 7 to 10 days. On 4/5/24 I went to check on the order status and saw a note on the order saying my credit card info did not match the billing info correctly. I looked at the order and everything looked fine. I contacted the company and was asked to send photo copies of the front and back of my credit card and ID. I refused and cancelled the order. After speaking with some business acquaintances they felt this might be fraudulent activity on someone's part and should be reported. I requested an explanation from the company and have received nothing.

  Business Response

  Date: 04/16/2024

  This is not true. The customer was informed that the credit card company reported the billing address did not match the address that was on file. Therefore, ***** asked the customer to block out his information and show us just the last 4 digits of the card and just show the name on his id to verify it matched the name on the credit card. The customer has cancelled his order and also emailed us stating he already bought a computer elsewhere. We consider this matter closed.

  Customer Answer

  Date: 04/17/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/25/2024

  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 am writing to file a formal complaint against CyberPower regarding a recent purchase I made with them. On 3/11/2024, I ordered a computer from CyberPower's website. However, upon receiving the package on 3/13/2024, I discovered that the computer was damaged.The damage includes, improper manufacturing, malfunctioning components and overheating. It was evident that the damage occurred during manufacturing.Immediately upon discovering the damage, I contacted CyberPower's customer service department to report the issue and request a replacement or refund. However, to my dismay, I was informed that I would be responsible for covering the shipping and handling costs for returning the damaged item.I find this unacceptable for several reasons:The damage was not caused by any fault of mine but rather due to negligence during the manufacturing.As a consumer, I should not bear the financial burden for the company's failure to ensure safe delivery of their products or proper manufacturing.Imposing additional costs on me for returning a defective product contradicts consumer rights and fair business practices.Despite explaining my concerns to CyberPower's customer service representatives, they have refused to waive the shipping and handling fees, insisting that it is company policy. This response is unsatisfactory and demonstrates a lack of accountability on the part of CyberPower.As a consumer, I believe I am *********** a full refund or a replacement of the damaged computer at no additional cost to me. Furthermore, I urge CyberPower to review its policies regarding damaged goods and shipping/manufacturing procedures to prevent similar incidents from occurring in the future.I kindly request the Better Business Bureau to intervene and facilitate a resolution to this matter. I seek your assistance in ensuring that CyberPower acknowledges its responsibility and provides the appropriate remedy for this issue.

  Business Response

  Date: 03/29/2024

  Unfortunately, shipping is not covered or refundable as part of our return policy. These terms were accepted at the time of purchase. We are attempting to provide warranty service to the customer, but have not received the computer. 
  
  Return & Refund Policy - No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("***") number provided by Company. Buyer must submit evidence of purchase date, Company invoice number, description of goods including serial and model numbers, the reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or **********'s claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on a new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for a refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and a copy of the invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. The company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

• Initial Complaint

  Date:03/15/2024

  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.

  I bought a ************** from Best Buy and it came with a one-year warranty. When I was using the *** it had a freezing problem and didn't run games well. I called *********** and they tried to download different drivers to fix the problem and nothing had worked. So I had to send it to them, which cost me $175. It was completely fine that it cost me money because that is part of their policy. When it was shipped back they said they replaced the graphics card and the **** I have just now been able to try and play a game and the problem is still happening on low settings. I called cyberpower today and the guy I talked to was very rude. He kept interrupting me. He said that I would have to pay to send it in again and that it wasn't their problem that the issue was still happening despite them replacing components. I told him that I should not have to pay because the same problem that I originally sent it in for is still happening and he told me that was not their problem.

  Business Response

  Date: 03/29/2024

  Unfortunately, the customer is requesting a refund from us, and we are not the seller. The customer did not pay **********************. For refunds, the buyer must speak with the seller. Also, our records indicate the computer finished service today and should be shipping out to the customer.

• Initial Complaint

  Date:03/14/2024

  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 ordered a computer from the company in January of 2022 for nearly 5 thousand dollars. Less then a year into owning the computer it was having issues. I send the computer in for repair but when I recover it back it was having the same issues. They conveniently sent the computer back after the warranty expired so that they wouldnt have to replace the parts they bc claimed to have replaced. Having spoken with other costumers they have had similar issues about parts not being replaced as claimed by the company. After calling the company for trouble shooting issues they told me to reinstall windows which completely broke the computer and will now not turn on. Rma#****** for reference

  Business Response

  Date: 03/21/2024

  The customer shipped us his computer 1 month before his warranty expired. The Warranty was expiring on 1/23/24 and we received the computer on 12/26/23. The customer received his computer back on 1/16/24. CyberPowerPC was later contacted by the customer on 3/9/24. The customer was provided support and troubleshooting steps. The customer was informed he was out of warranty already in March when he contacted us. The warranty does not renew only because he had the computer serviced by us. The customer is out of warranty for parts coverage. 
  
  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.

• Initial Complaint

  Date:03/14/2024

  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 **************** from Best Buy and they told me this was the best system and never mentioned system failure after 14 days then claimed its was from surge so they lied and ************** is avoiding my emails and calls

  Business Response

  Date: 03/21/2024

  If Best Buy said the system experienced a power surge, this is not covered under warranty. This would not be a system failure from any fault of the system. This would have been due to an electric surge in the customers home. We also asked the customer to provide us a copy of the receipt to show proof of purchase since they did not buy the computer from us directly. The customer has failed to provide us with a receipt and cannot provide proof of purchase. 

• Initial Complaint

  Date:03/11/2024

  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.

  Purchased a new computer from business. Item arrived the end of January. I ordered a desk but it didn't come until mid February which is when I unboxed and set up my computer. The computer works fine at the desktop but constantly flickers green and black screens in games until it crashes.I have contacted the company several times and spoke to someone from tech support who is clearly not professional and shows little interest. I have been waiting for a response for almost a week and couldn't even get my question answered of "if a new video card is shipped to me and I put it in myself", does that void my warranty. The computer has been faulty from the start so it is ridiculous that I would have to pay to ship it back for them to do a install there. (This was another option given to me)But regardless terrible communication!!

  Business Response

  Date: 03/20/2024

  The customer was already provided RMA#****** for warranty service, but we have not received the computer. If the customer does not want to ship the ** in for service and thinks it might be a video card issue and wants to ship us only the video card for replacement, he can request a video card replacement but his warranty does not cover physical damage. If he damages the part or computer while working on it, physical damages will not be covered. In regards to a refund request, the system is outside of the return period and a refund cannot be provided to the customer.

• Initial Complaint

  Date:03/11/2024

  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 purchased an expensive desktop because I heard that CyberPowerPC have exceptional service that would help people that do not understand computers to assemble their own. Well, first the call didn't help at all because I don't know how the parts they mentioned should look like. Then after I sent them pictures of the computer, they figured out that there's a board missing. They suggested me to look into the cracks, which I did and found nothing. Then I asked them if they can ship me a new one, which would be like a hundred bucks or so, and they insisted that the parts should be in the cracks and ask me to ship the computer back, which would cost me more than a hundred bucks. The part was in a case, which was closed, so there's no way that the parts slipped out when I was opening the packaging material. They also asked me why it took me so long to report it. Well, if only the screen didn't take them months to come here?? Now I am in a dilemma of losing a hundred bucks or more either way and potentially not having my problems solved. Your service attitude is unreliable just like your product.

  Business Response

  Date: 03/20/2024

  If the customer is reporting to have a missing item that clearly is listed in our reports when the computer shipped out, then we want the computer back to review this situation since the customer is making a claim that we did not install a part. Our information identifies that a part is there and therefore we need to investigate this matter and require the ** in our possession. 

• Initial Complaint

  Date:03/04/2024

  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 ************* for my daughters birthday at BestBuy. When it crapped out three months later, I called the manufacturer, *************, and they gave me the run around about needing to send me a replacement power source via the mail so I could repair it. Of course, that didnt work. They also charged me for the part. Now I have to mail the whole thing in to be fixed. This is unacceptable. It has been four weeks since this happened and itll take another 6 weeks or so to get it back. I tried twice to take it up with BestBuy but no luck.

  Business Response

  Date: 03/07/2024

  The customer requested a replacement part be shipped in advanced. The power supply was shipped to her and we never got the original part back. That is why she was charged. The customer also did not buy the product from us which is why we cannot discuss or provide a refund; CyberPowerPC is not the seller of the item. Any refund request should be made by the buyer to the seller.