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:02/22/2024

  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.

  Components of a custom computer build were not installed (optional case fans) and were just included in with the larger packaging. When I asked to return the components that were never installed (I have no use for them now), company informed me that it was my responsibility to cover the cost of return shipping for their mistake.

  Business Response

  Date: 02/27/2024

  The customer was provided with everything he ordered. His order had additional fans. We shipped the customer what was ordered and he wants us to pay to return items he does not want on his order. We already informed the customer, we can process a refund for those items he no longer wants, but he must return them on his own shipping. RMA#****** is already authorized for a refund of fans and is pending the return of his items to CyberPowerPC. 

• Initial Complaint

  Date:02/06/2024

  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.

  I have had several computer issues with this computer since I got it. At first, I had an issue with the computer crashing found I had a bad ram they replaced it then it still crashed the new RAM was bad as well. Talk to the company they advised me to have the computer sent in to have it looked at they then replaced the motherboard and the all RAM sticks then said they stress-tested it. When I got the computer back on 2/5/2024 the graphics did not work at all and then I also got the computer back where the case was damaged as well. Now, the only reason they are going to try and fix the graphics card is because I just got the ** back otherwise it is out of warranty. I have had this computer for a little over a year and have had issues with it the whole time most of them I have been able to fix myself, but this is too much for me to be able to fix and it is costing me more money to get this fixed.

  Business Response

  Date: 02/07/2024

  The computer has only been repaired once. A refund will not be provided 1 year after the customer purchased the computer. Support has already issued an RMA to still service the computer for the customer since it arrived to her with damage. We do not know the extent of the damage so we will need to diagnose the *** replace the damages and any other components that might have failed. We look forward to receiving the computer back so we may assist further in addressing the issue with the computer and apologize that it, unfortunately, needs to be returned due to the damage it received in transit.

  Customer Answer

  Date: 02/07/2024

   
  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.As of now any way if I receive the computer back and their are further issues I might revisiting opening a new case.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2024

  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 PC from them last year, and ever since I have been having issues with Games Crashing, Freezing my Computer, and Giving me a Blue Screen, I bought a special warranty and expert wiring. I have been troubleshooting myself on my end but I couldn't figure out the issue. I contacted twice ************* the first time and got an answer to test a few things but after they told me to do a Test and call back, I was not able to contact them until a month later, when the same thing happened, I was waiting to get answered on the phone for an hour by now when the first time it took 5 min to get an answer, I'm furious, aggravated, I spent a lot of money on a high-end PC so I wouldn't need to upgrade for years but Now I can't even use it and I don't know why, and ************* refuses to be of any kind of help.

  Business Response

  Date: 01/31/2024

  We apologize if issues with the ** were encountered. An RMA for warranty serviced was provided to the customer, but we have not received the ** yet. We look forward to addressing issues with the ** and completing warranty service.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21208835
  
  I am rejecting this response because:
  
  Sorry but the time it took me to even get on hold of ************** was abyssmal, and the offer was just equally as bad. I can't imagen why trade is not an option that Cyberpower offers, because this case alone will happen with new Tech, so replacing for the same piece is not going to make any changes or fixes. And I know I accepted, but after pondering about it for a while and trying to do my own fixes and research, this has no solution that can be done by re-installing Windows or changing for the same parts. Since the problem is software wise, based on results the tech used for the proccessor isn't optimized in most cases for games and some softwares. This is based on conversations with EpicGames and Bandai Namco.
  
  I would still send it but, I can't this is not just my game pc it's my work PC I can't stop working for whowever long it's going to take to send, fix and return. If I could just get new parts and trade the old ones, It would be 100 times better. The answer of "unable to resell" I'm sorry, yes you can re-sell it, the parts are still new and still can be use. Even Bestbuy has helped me with trading components of PC's I used to get before I found *************. Now I'm just going to bite the bullet and spent god knows how much more for an MSI Motherboard and *** Proccessor that fits the other components of my pc. So much for being able to get a PC for an affordable price.
  
  Thank you but ********** I won't be getting your services again, but the company seriously needs to fix their Tech Support because if I ****** out of frustration "Why CyberPower isn't answering me" and I get different ****** post of a lot of people complaining about the same subject and many agreeing with similar stories, then It's an issue a severe one also.mm
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/14/2024

  If the customer chooses not to send his PC in and take advantage of the warranty, then we are sorry that we cannot assist further. The *** is available for warranty repairs of the system, but if the customer is not going to utilize his ***, then we apologize that the customer feels our *** process will not work for him.

• Initial Complaint

  Date:01/16/2024

  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.

  This computer arrived damaged. Box was damaged and unsealed. *** claim has been initiated but in order to return damaged computer to cyberpowerpc I need a RMA number. I have called and have been put on hold at least 5 times. I have tried calling early at 10 am eastern standard time and they have a message to call back within number business hours and then do not state what their normal business hours are. Company needs to provide an RMA for this shipment. Box is damaged on multiple sides and there are hundreds of fragments of computer inside the box.

  Business Response

  Date: 01/25/2024

  We recently received the package on 1/23/24 and a refund is being processed. We apologize that the system arrived damaged from transit.

  Customer Answer

  Date: 01/27/2024

   
  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:01/16/2024

  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 my sx950u from ******* less than 3 months ago.The product stopped working a few days ago, after contacting the company, they refuse to replace their faulty product which also has started to get very hot. This product could have easily burned our house down and I want my money back.

  Business Response

  Date: 01/25/2024

  We apologize for any issue experienced. The customer did not buy a product from us. The customer stated a ******* purchase was made. All refund requests must be made between the buyer and seller. If the customer would like warranty service, he is welcome to contact support to register his product and if the product is under warranty, warranty service can be offered. 

• Initial Complaint

  Date:01/10/2024

  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.

  10/24/2023: I placed an online order for a laptop on cyberpowerpc.com . The grand total I paid is $876.91.10/26/2023: I received the invoice for my order.10/29/2023: I received the laptop itself.10/31/2023: I found out the laptop was defective: it would freeze under heavy load, e.g. gaming/video editing, and would require a force-reboot to work normally again.11/01/2023: I requested and was approved an RMA# ****** for DoA repair, by a tech support agent at CyberpowerPC.11/06/2023: CyberPowerPC confirmed via email that they received my laptop.01/08/2024: CyberPowerPC still haven't finished the repair job or shipped my laptop back, despite having it there for over 2 months and multiple emails and a phone call for status update during the time.

  Business Response

  Date: 01/18/2024

  We apologize for the longer-than-expected turnaround time for the laptop service. The laptop is scheduled to be shipped back to the customer on 1/19/24. 

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution acts as a workaround for me for now.

  After their repair work, the laptop now does not freeze under load, but its speakers do not work any more. They worked flawlessly before repair.

  At this moment, as I do need the laptop for computing work, I will use it as-is now and not send it back to CyberPowerPC for repair again, which might take another 2 months and leave me unable to finish the work.

  Here I chose BBB's "I accept the business's response" option only to indicate CyberPower did fix that one issue of freezing, mentioned above. The current situation borders on "acceptable" to me. I am not satisfactory.

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

• Initial Complaint

  Date:01/09/2024

  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.

  Aug 2022 - PC purchased/received: Unfortunately after trying the troubleshooting tips they sent me in Feb 2023, I had to send in my PC for a RMA (#******) in Apr 2023 due to my computer crashing. I paid $200+ (shipping/packing) and shipped my PC with positive hopes that it would be returned fixed. When I got my PC back, they stated the processor and ram was changed, but the issue was still there.July 2023 - RMA #******: I learned that based on the beep code/information from ASUS, that it was the Motherboard (MB) and not the ram/processor. I even tested it without the graphics card (as ********** said to do) and the issue was still there. I gave this information to ********** and trusted that they would change the MB. When I got my PC back, it did not arrive double boxed and the case was broken. I also noticed that they changed the graphics card that I paid for, instead of my MB - something that was never the issue.When I filed RMA #******, I requested a new case, but also that the gpu I specifically paid for (Nvidia **** ti Founder's edition) to be put back in. They assured that the gpu was the issue, and stated that they no longer had the Founder's Edition in stock. I trusted them and accepted that it was the issue. They sent a picture of a PNY gpu for me to approve and I did.Nov 2023 - PC Received: AGAIN was not double boxed, PNY gpu I settled on was not put in. Received a Gigabyte gpu instead. The issue was still there and was actually worse with this gpu. Prior to, my computer never crashed while playing games, but it now did with the Gigabyte gpu. I also experienced terrible screen tearing that never happened with my FE - meaning the graphics card I paid for was replaced for no reason because of their carelessness and neglect to actually look at the issue.Dec 2023 - RMA #******: Requested refund or proper replacement of a Nvidia **** ti FE gpu and ASUS MB I paid for. No response. I have been patient long enough, even when my concerns were ignored at times.

  Business Response

  Date: 01/17/2024

  Unfortunately, a refund cannot be provided on a purchase outside of the refund period. This system is over 1 year old. We are attempting to help replace the video card that is bad, but the item is marked for backorder. We apologize for the wait but we must continue to wait to attempt at obtaining the replacement video card for the customer.

  Customer Answer

  Date: 01/27/2024

   
  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.

  They have been very helpful with the *** and I have faith that my PC will be restored to a proper working condition.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/09/2024

  Type:Product 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.

  Purchase date: 11/30/2023 Recieved date: 12/5/2023 Complaint filed by phone: 12/5/2023 Recieved email with *** and return shipping label on 12/6/2023. Mailed on 12/7/2023. *************, **** Recieved on 12/14/2023. They sent it back on 12/18/2023. We recieved it on 12/26/2023. Filed a complaint on line that the computer doesn't work on 12/26/2023. Requested a full refund including postage. Recieved an email on 12/27/2023 that they would not pay for postage but would refund my money. I responded on 12/28/2023 asking what the *** # was. Never got a response. I called tech support on 12/28/2023. Found out a Return *** wasn't created. So the tech support person created one. Then he told me I can't send it back unless I speak with a Return Specialist that is supposed to be getting ahold of me within ***** hrs. Needless to say, I have not been contacted. I have tried calling with no answer.

  Business Response

  Date: 01/11/2024

  We apologize for any inconvenience. Our refund terms do not cover shipping costs on the return of the merchandise. We recently received the merchandise on 1/10/24 and the package is awaiting to be processed for a refund to the customer. Refunds can take **** business days once we receive the merchandise.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21089959
  
  I am rejecting this response because I have not recieved a refund. 

  Also, just to note, originally I requested a refund with postage  but was told I would have to pay for the postage to return the computer that NEVER worked. This is poor service and I will never recommend this company to anyone.  
  
  ***********************

  Business Response

  Date: 01/25/2024

  A refund was just processed and provided to the customer on 1/19/24. Thank you for your patience while we processed your return.

  Customer Answer

  Date: 01/25/2024

   
  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:01/09/2024

  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.

  The complaint numbers the company has given me:RMA Number: ****** RMA Number 2: ****** To Whom It May ************ computer and company has not given me anything but problems. I ordered last year from Best Buy and picked up December 2, 2023 for my son who is often away at college. He did not open it until the summer of May of 2023 when he came home from school. He told me that it turns on and then once loaded and restarts after 5 minutes. It has not been used because of this problem. I have spent countless hours on the phone with *************'s customer support. They have been no help. Their tech support team troubleshooted the problem and had me remove a portion of the computer and pay for shipping to send it to them (their warranty does not cover shipping). They sent it back and I installed the part and the computer is doing the same thing. I contacted them again and now they want me to send the computer back AGAIN and pay for shipping. This is ridiculous. The product is heavy and I live in ****. To ship it to ********** would cost a lot of money that I do not have. The product is obviously defective and I would like my money back. There are also several reviews online of the same problem with this PC and that the company is a scam. I have sent an email to their dispute department who responded with the following: "Your request (*******) has been received and is being reviewed by our support staff.Overwhelming Demand - Custom PC Configuration Order (Excluding ************ Systems) can expect to be shipped between 4 to 7 weeks after the purchase date. Please keep this in mind, in regards to your order status questions. Thank you for your patience and understanding."Here are some great articles that *** help. Articles?? I do not need articles. I feel like I have been robbed by this company and I want my money back from this company.Please advise.Thank you,***************************

  Business Response

  Date: 01/17/2024

  A refund is not even an option as the customer did not buy this from our company. On 1/16/24, we completed additional service on the computer and replaced the power supply and CPU and returned the computer to the customer after the *** was completed.

• Initial Complaint

  Date:01/09/2024

  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 purchased a gaming computer for my son from BestBuy. The computer is built by *************. This computer had issues a few months into ownership and required being sent to the manufacturer (at our expense) for repair. Upon return, the computer worked fine but only a couple of months later, the ** had the same issues again and required shipping to the manufacturer again. Upon return to our home, one of the cooling fans was broken. I called the company, explained what had happened and a replacement fan was sent to us. That fan was damaged upon arrival. I took a video of the issue (making noise due to an out of balance blade). I sent an email to the company's service department by replying to one of theirs regarding that same repair, asking for another replacement fan. I received no response. I followed up again on the next day or two and again no response. I called the company twice holding for 46 minutes and then 22 without ever getting a human on the line. A few days went by as I was very busy traveling for work. I then filed a service request on the company's website. Their response has been that I'm requesting replacement parts after the warranty has expired. However, this part was damaged as part of a service that was done while the computer was still under warranty. The documenting video of the defective fan was taken while the computer was still under warranty and the first email I sent was also while the computer was still under warranty. The company insists I only complained on 12/20 after the warranty was up, even after I've sent proof of the first two emails as well as the date and time of the video capture. They are wasting their time and mine when all I'm asking for is a $30 cooling fan.Original purchase date: 11/29/22 Delivery date: 12/13/22 BestBuy order number: BBY01-806712692242

  Business Response

  Date: 01/17/2024

  We are reaching out to the customer in regards to his fan. We ask that the customer also contact support at ************ to help resolve this as soon as possible.

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21066548
  
  I am rejecting this response because:

  The business's statement is simply 100% false.  They have not reached out to me.  Additionally, I have called and written them numerous times simply asking for a replacement fan with a value of under $30.  They have refused every single time, saying no spare parts are provided once the warranty is over.  My issue continues to be the same.  The damaged fan is a result of a repair done under warranty. I'm not asking for something to be done or supplied out of warranty, only after the warranty period ended because the "bad" repair was done within the last few weeks of the in-warranty period.  So many people's time and therefore money is being wasted when the business could have kept me happy with such a simple action.  What a shame - a customer lost forever and the negative word of mouth.

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

  Business Response

  Date: 01/31/2024

  Reviewing our records indicate the customer contacted us after his warranty expired to report his issue and therefore was informed we cannot provide him another fan. The customer did not report the issue immediately to us. The system is out of warranty.