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:01/09/2024

  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 ************* for my son (13) for Christmas from **** Club. We gave it to him Christmas morning and set it up. It didnt work. The computer was not functional and ruined his Christmas.I tried to contact CyberPower but was given the run around and could never reach customer service.I took it back to **** and exchanged it the next day. My husband said the computer looked entirely different almost like internal components were missing in the first one (the box was sealed).At first I just wanted to talk to customer service to explain what happened but when they refused to respond to me and provide an appropriate resolution and take accountability for my sons Christmas gift not working, I think they should revisit their customer service program.

  Business Response

  Date: 01/18/2024

  We apologize if the customer experienced an issue with the product that was purchased from ***'s Club. There are quality control issues with every item and every company and we wish we could have assisted in resolving whatever issue occurred. Unfortunately, the customer returned the product already to the seller so there is no further assistance that we can provide. We again apologize for the issue and experience the customer had and we are sorry that we do not provide compensation when an item is not functioning.

  Customer Answer

  Date: 01/20/2024

   
  Complaint: 21059819
  
  I am rejecting this response because:

  I think the company is missing the point and extremely unapologetic. I tried to contact them to resolve the issue but couldnt get anyone on the phone and got the run around. They gave no real means to contact them to resolve the issue.  Each time I contacted them they said they couldnt help. Ive still not be clear on how to contact someone in a meaningful way.
  

  Additionally, they do not seem to acknowledge their lack of support. This is why I raised the issue in the first place. Had I just been able to contact someone who could help, my annoyance level would not have increased prompting me to need to contact BBB.
  

  Lastly, the response to my sons Christmas gift not working seems callous. Parents work hard and I bought this computer under the assumption it was a reputable company. I will not make that mistake of buying from this fraudulent company again. 
  

  Had the company shown and real interest in resolving the issue standing behind their product, it would not have come to this.

  As a consumer, I feel I have no recourse and this company has been allowed to get away with it. 

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

  Business Response

  Date: 01/29/2024

  Again, we apologize an issue was encountered. We understand the customer returned the computer to the store and we hope their experience with their next PC is a pleasant one. In the future, please make sure to register your product online as well to help obtain warranty service.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21059819
  
  I am rejecting this response because:

  The business has still not answered the question and does not seem to take responsibility.   What is the contact means to avoid a run, has this been updated and published and what quality control is in place. At this point I would like to know who is answering on the other end, as it doesnt seem like a response from the leader of an organization who should care about their products. I would like to know if the *** has seen my communication and answer the question. If this happens again, or happened to another customer, how does someone contact this company and receive an appropriate response. Its clearly not by calling the number on the webpage. 

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

• 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.

  We are a very small business, my wife and I are running a 3d print farm and heavily rely on our primary PC for design and fulfillment of our products. We purchased a ************* system for over $4k last year. We've had multiple failures including a broken motherboard that happened very obviously due to someone's negligence at their company, for which neither issue has been solved, with the warranty not honored. Had we purchased from another company they would have shipped us parts happily under contingency of our credit card if we don't return the failed parts within 30 days.Instead they have refused to replace the damage their techs have caused, and are playing circular process games with managing the failed power supply in our system over some cables that they never provided to us in the first place. Half of the *** ports in the system do not work due to their own negligence, and they simply say as support to bend them back or ship the system back at our own cost over their own failures. The power supply had to be replaced at our own cost of over $300 due to their not honoring their own warranty in a reasonable fashion.

  Business Response

  Date: 01/17/2024

  Multiple attempts were made when we received the power supply and we did not hear back from the customer which we emailed the email address he used to purchase the computer. The customer chose to purchase another power supply to get his computer up and running sooner at his own choice. CyberPowerPC will not be providing a credit to the customer for choosing to purchase another power supply.

• Initial Complaint

  Date:12/21/2023

  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 computer from them in March in September the computer turned off then would not turn back on I contacted them and was informed they could look at it and fix it but Id have to send it back to them so I paid 150 to send it after a month they determined it was the power box fixed it and sent it back I received oct 24 , today December 21 less then 2 months later the power box has blown again and the computer will again not turn back on

  Business Response

  Date: 12/22/2023

  A refund cannot be provided as we are not even the seller of the product. We provide warranty service for the unit. The customer did not buy the computer from us. If the customer needs additional warranty service, she may contact our support at ************ for service.

• Initial Complaint

  Date:12/08/2023

  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.

  Purchased the ** on 11/22 and received it on 12/5. After starting up the pc I was able to download all my apps and one of the games I was planing on playing. I was able to play the game for about 40 minutes until the pc crashed and it would not boot anymore. This has caused me to believe that there is a defective part either gpu or Ram. The case that they sent was also damaged which is not that big of a deal. Since I have warranty I decided to reach out to cyberpower regarding a full diagnostics and possible repairs. The response time to the emails is awful I only receive 1 email a day and they are not very helpful. I would like to send this out ASAP to possibly get it back for Christmas as this was a gift but this is not looking likely because cybwrpower clearly does not care about their customers. I would really appreciate faster response times that way we can get this one resolved as they have clearly sent me defective device!

  Business Response

  Date: 12/12/2023

  The customer was already authorized an RMA for warranty replacement of a video card. Once we receive that item, a replacement can be provided under the warranty of the computer. If we do not receive the part back, a replacement cannot be provided. We do apologize that an issue was reported with the computer and we are trying to assist in getting the video card replaced. We hope to receive the part soon for replacement.

  Customer Answer

  Date: 12/12/2023

   
  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,
  
  Renars Slisans

• Initial Complaint

  Date:12/01/2023

  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.

  Bought laptop November 2022, had issues February of 2023 and sent for repair which we paid $100 to ship to the company. company kept the computer for almost a month, said nothing was wrong and shipped back. computer once again started having issues in October of 2023 and screen died December 1st 2023. company refuses to repair, refuses to exchange. this problem should have been fixed the first time we spent money to ship.

  Business Response

  Date: 12/12/2023

  We do apologize for any inconvenience. If the customer received the laptop back from service and stated issues arose months after the laptop was received back, that means there was no issue with the laptop and any issue reported was resolved. If an issue arose months later and is now outside of the warranty, CyberPowerPC will not address the issue because the laptop is out of warranty. Reporting an issue does not halt the warranty period or renew the warranty period. The laptop clearly worked for several months before the warranty expired.

• Initial Complaint

  Date:11/27/2023

  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 received my CyberpowerPC build in December of last year. I was excited to have a brand new gaming pc to use for work, school, and content creation. Everything seemed great at first it was fast and ran well, but less than a month in the problems began. My usb devices would all crash and disconnect with the only solution being to restart the system. Following this blue screens and entire system hangs or freezes became very frequently. This prompted the first RMA. The system was sent in and fixed upon receiving it I quickly realized all the issues I was having before were still occurring. Fast forward another month and we are at RMA round two for the same issues. Repeat the cycle of shipping and waiting for the fix. Received the system back a second time and dove into a deep stress test and trying to download everything. Almost immediately notice the same issues as before. This time however they were also coupled with signs of a dying ***. Screen artifacting and green pixels everywhere on the screen. Colors all wrong and pixels just messed up from the *** issues. Prompt RMA three for the same issues of freezing as well as the new problems of artifacting. Beginning to lose all faith in their product I held hope out and received my pc back in about a month fixed. Imagine my surprise when I open the box read the invoice and now there is structural damage to the case, internal components, and a leg is completely broken off and caved in. Cue many phone calls and emails later and now were on to RMA four. Again repeat the month long waiting process and receive my fixed system. Imagine the surprise when I open up the system and still see bent metal on the case, a bent power supply that wont sit flush, a broken leg that doesnt let the computer sit flat, and damage to the I/O panel ports. Im at my **** end with this company and their horrible customer service. Now I question the authenticity of any fix or repairs they have attempted on my PC.

  Business Response

  Date: 12/06/2023

  We are reviewing this case because all past test results indicate the computer was working before leaving our facility. If there are any issues with the *** we will gladly replace the failed/damaged components for the customer. We are looking to service the ** and double check it before shipping out to assure it is working in our possession.

• Initial Complaint

  Date:11/22/2023

  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.

  CPPC has sent me a defective computer, that cannot run any 3d applications, most likely due to a graphics card issue. They refuse to take the computer back and send me a working product because I am several days past the 30-day warranty period but two critical pieces of information apply to this excuse that they are using. 1- the product came out of the box defective, we are not talking about damage done to the product or general disatisfaction, they sent a broken product 2- I can prove through Windows that I reported the issue to CPPC within 15 days of opening the product.

  Business Response

  Date: 11/30/2023

  Refunds must be requested within 30 days from the original invoice. The customer has passed the return period and a refund cannot be provided. **************** was provided to the customer but we have not received the computer back from the customer. Unfortunately, we cannot assist further without receiving the computer so that we can diagnose and replace any part that needs to be replaced under warranty.

• Initial Complaint

  Date:11/15/2023

  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 my pc last year on the 23rd of November, they have had my pc there 4 times so far for repairs. They have replaced 3 GPUs 2 CPUs 1MOBA and 4RAM cards, im still having problems because my GPU just quit working on me again. The last time it was there I fought with them about an upgrade because they told me they couldn't find another **** and would upgrade me to a **** or ****, I told them I would pay the difference so they wouldn't be out any extra money but they found a **** and within 3ish weeks the **** quit working. I have demanded a refund or at least a while new pc from the ground up with another 1 year warranty since the longest it's been in my possession was for about 4 months. They only would repair the pc and give me an extended warranty but I would prefer a refund since I've not gotten to eve have my product I bought for more that 6 or 7 months total.

  Business Response

  Date: 11/21/2023

  We do apologize for any inconvenience. We could not provide a refund due to the system being a year old. However, additional service is being provided to the customer. ********************** just needs to receive the system for us to diagnose, review and address the reported issue with the ***

• Initial Complaint

  Date:11/13/2023

  Type:Order 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 bought a PC through ************* on Sept 6, received my computer around Sept 26th. The computer had several issues: one was a defective motherboard, poor build, and Im also unable to access the display ports. I called the company immediately about all these things. They asked me to send the computer back and it was gone again from me for another ***** days. I received it back with the motherboard fixed, still cant access displayports. It might be the pc case thats the issue but they dont try to resolve this either. I dont trust them anymore and want them to take back this computer. Its been over 30 days since I first received this defective PC. Due to this, theyll accept a return but charge me 15% restocking fee despite not fixing the issues I called about already. I dont agree to these fees.*** asked them to call me , they continue to email me. I want to return the pc without paying restocking due to a defective product.

  Business Response

  Date: 11/21/2023

  An RMA for refund was already provided to the customer and the customer is returning the merchandise to **********************.

  Customer Answer

  Date: 11/22/2023

   
  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,
  
  Andreea Socoloschi

• Initial Complaint

  Date:11/08/2023

  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.

  We purchased a computer for my son for his 16th birthday. It was delivered and within a few days it stopped working. We sent it back for repairs, within a few weeks we received it back in the mail. My son excitedly set it back up and began to play a game on it. Within minutes it stopped working again. We sent it back a second time for repair, and once again it didn't work when it was returned to us. We called the company and they walked us threw some steps. Once again it worked for around ten minutes but then stops. I have reached out to the company but they will not replace it or return my money. I spent ****** on a paper weight and am very disappointed in this company for not standing behind there product.

  Business Response

  Date: 11/08/2023

  Our records indicate that when the customer received the ** in July, the system did work. It worked for a few months before the customer reported another issue. The first time we received it, the system worked and the service department went ahead and reloaded the operating system to ensure everything worked when the customer received it. The second time, we replaced RAM on the system. Additional service was offered to the customer but it was declined. We informed the customer a refund cannot be provided on a purchase from 5/5/23 as it is well over the return period. We apologize that we cannot refund or fully exchange the system. We are however, still offering to provide additional warranty service. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20841262
  
  I am rejecting this response because:

  They should stand by their product which has not worked since we received it. I am very displeased with this company and hope they learn from this and change how they respond to their clients. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/30/2023

  The company is standing behind the product and has continued to offer service. Unfortunately, the service we offered is being declined. The customer can ship the system to ********************** for additional warranty service so that we may assist in resolving the problem reported.