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:09/09/2024

  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 this almost 5k laptop a year ago and have had nothing bu problems . This laptop has been back to digital storm twice and have many hours on the phone with customer service. They can't fix there own product. find out the dont build there own laptops, they have a third party building them. To date the still freezes. I have furnished digital storm multable videos showing the issues. Digital storm will no replace or refund.

  Business Response

  Date: 09/09/2024

  As stated in my email today, we can do another RMA for diagnostics and will cover shipping fees. I am will to work with you on this but we cannot refund. Thanks.

• Initial Complaint

  Date:03/28/2024

  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.

  It was a complete mess, to begin with, ordered a very specific computer that was changed over 3 times before I received it. On the phone, I was very clear about what I wanted and told them what I needed to do. After I received the computer it was missing parts and some of the components were not working. After several calls with their support department without a resolution, I emailed ************************* who is a Sr. ******** Experience Manager with Digitial **********************. Outlined my issues and explained that I did not receive the computer I was told I was getting. His returned email stated that I would have to send it back, pay for the additional parts that I need and that he would send it back. Then proceeded to tell me that it was my fault for ordering the wrong parts. I reached out to a professional PC **************** and talked to them on the phone well over 7 times to explain what I wanted. I do not know how to build PCs that's why I reached out to them. After his email, I stated that I just wanted to send it back for a refund. He responded by telling me that they will keep $1,600 for restocking fees and I have to pay for shipping. Are you kidding me? I just bought a $7,400 computer from Digital Storm, they built it wrong, and now I want to send it back, and they want to keep an additional $1,600. This is unfair. What am I supposed to do here? I attached the emails that we had sent between us. I don't mind paying the shipping but keeping $1,600 for your mistake is uncalled for. Please Help.

  Business Response

  Date: 04/08/2024

  Customer has been advised we will accept system for refund if computer shipped back properly according to already provided return instructions, Refund amount subject to hardware inspection and any fees as outline in our Terms and Condition - ************************************************************* online

• Initial Complaint

  Date:03/21/2024

  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.

  I ordered this machine and it arrived defective (post code 15). They provided RMA information for a "rebuild" and I shipped the entire product back. After a month of nothing I emailed them to inquire regarding the status and they "pushed it through". It arrived on Monday. I set it up today and am experiencing the same post code error (15, pre-memory cache failure on the motherboard). I photographed the box prior to opening it and it does not have their tape on the top layer. In fact, there was only one clear layer of tape (I believe this is the tape I put on it). I do not believe the box was ever even opened. I received emails stating it was being rebuilt, tested, packaged and shipped, but those were obviously just emails. This is a pattern wherein they ship defective material and wait for a time lapse that is sufficient to refuse RMA. I am also considering legal action on my own. FTC Report # *********

  Business Response

  Date: 03/22/2024

  Customer has been contacted multiple times and and offered repair or refund. A refund cannot be issues until they speak to an agent and return the computer to our facility. We are waiting customer's reply.

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21462955
  
  I am rejecting this response because:

  They have provided no information for RMA and instead appear to be stalling for time. The machine has never worked and was returned after their first build (sitting in their inventory for 30 days prior to my asking for a follow up), which resulted in the defective equipment being returned to me with the same post code of 15. 

  The merchant does appear to be attempting to resolve the issue as much as stall for time, as, again, no Return Material Authorization (RMA) has been provided from the merchant.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/25/2024

  We have emailed the return requirements below, same as the *** process before.

  In order to process return shipping we have these minimum requirements:
  

  1) A picture of each side of the *** including one with the glass panel off (Front, Back, Top, Bottom, Right side panel on, Left side panel on, Left side panel off).
  
  2) The ** must be returned in its original box (in good condition) with proper packaging material inside. This includes the internal foam to protect the graphics card (GPU) from damages.*
  
  * If you do not have the original box or internal foam let us know. We can ship a replacement box (cost will be deducted from refund), however it does not include the internal foam. Without the internal foam you must ship the graphics card in a separate box to protect it. A second prepaid label will be provided for this reason.
  
  If you can provide the photos and confirmation on above points, then be able to send the ***** Return label. 

  Customer Answer

  Date: 03/26/2024

   
  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 provided the merchant with the requested images and am awaiting the merchant's RMA label to complete shipment.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2024

  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 ordered my ** in OCT 2023, did not recive it until Nov 17, since ive had it the *** failed for no reason and Nvidia RTX **** (not a cheap card) after having to do the tech work as advised from their tech ( luckily I know what im doing) i spent hours troubleshooting to find out that im right and the *** needs to be RMA'D. Got a new *** back a PNY **** whe. The original and what i paid for was an MSI. Fast forward two weeks later came home from work and the ** wont turn on at all, got ahold of them and they sent instructions on testing the power supply, did it, turns out its dead, I went a got a new power supply (not cheap) and they said to install to test it. Did that still nothing, after talking to the tech he and i agreed that the motherboard is dead and potentially ANY of the other components i.e processor, ***, ram as well. Was told to RMA it i need to pay for shipping it there which is extremely expensive from ******. I have asked for a refund becasue at this point it will cost us both more money to RMA it. The tech has sent a message to management and im waiting on a reply. Hopefully they do the right thing.

  Business Response

  Date: 01/29/2024

  Digital Storm has agreed to partial refund of the computer system once customer ships it back. We ask the customer to mark complaint closed when they are satisfied with this outcome. 

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, PC was shipped today 1/29/2024 and digital storm will recive the *** GPU, and accessories by Thursday. One refund is issued our buisness will be concluded and I will close this.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/13/2023

  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.

  A laptop that was bought from Digital Storm has stopped working within the first 20 uses. When trying to get help from Digital Storm they would not even take a look at the laptop to help fix it and just said it was End of Life even when the laptop was bought within the last 3 years. This was a very expensive laptop that stopped working suddenly without very much use at all. There was no attempt to even help fix this laptop whatsoever and it seems Digital Storm has fallen in customer service and is now a scamming company. Very unacceptable and will never be going back or recommending them ever again.

  Business Response

  Date: 11/24/2023

  We apologize for the issues you've encountered with your Digital Storm laptop and the frustration it has caused. **************'s assessment indicates that the laptop is at its End of Life (EOL), limiting our ability to offer replacement parts or extensive repair options. We understand this is disappointing, and while a re-evaluation by ************** is possible, we also recommend seeking a specialized local repair shop for a more detailed analysis due to the complexity of the board-level issue. We value your feedback and are committed to improving our service.
  
  

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20854799
  
  I am rejecting this response because: the response does not offer to help provide service for the product that was purchased through the company for quite a chunk of money. The laptop was never even looked at and the problem is still unknown with this laptop. Going to a local shop will cost more money on top of ********************* spent on this laptop in the first place. The entire point of using the company was for good customer service, but it seems we aren't being helped and just told to get help somewhere else even when we bought the product from your company for customer service. This is disappointing that we are just constantly being told to shove off and go get some repair service somewhere else with no guarantees anywhere. We were always satisfied with help in the past, which is why our family has continued to use digital storm, but we are extremely unhappy with the lack of any service we have gotten in response to wanting to fix a laptop that stopped working after barely being used.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/11/2023

  The laptop is well out of warranty (purchased August 2019). We do not have way to determine cause of failure and this a discontinued and end of life model we no longer carry parts for. This is the reason we cannot repair it at our facility even if you wanted to pay. Unlike desktops, mobile devices such as laptops require extra care and maintenance and any number of circumstances could have led to the failure. Customer has my email and can contact me directly to see if they want to discuss further.

• Initial Complaint

  Date:10/19/2023

  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.

  There is very little communication from the company, and every time I receive support, I feel like there is a lack of solicitude and investment in resolving the issue. I'm having to seek other avenues to get a resolution, which is unfortunate given all the custom configuration by Digital Storm. The risk in having some outsourced technician to ramp up on this PC seems is not worth it, but having a non-functional PC of that price is also not good.I just need some dedicated assistance and quick resolution with an appropriate level of care/concern to the fact that I need my PC and the information on it.

  Business Response

  Date: 10/19/2023

  I've taken immediate action in response to your concerns. Our Senior Tech has been assigned to your ticket as a VIP priority and will be giving you a call today. Your satisfaction is our utmost priority, and we are committed to resolving your issue promptly. You can expect more dedicated resolution times moving forward.
  
  Regarding your request for your configuration ID and receipt from Digital Storm in 2019, we will ensure you receive this information promptly to your email on file. 

  Customer Answer

  Date: 10/28/2023

   
  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.
  
  I recommend the following for future correspondence with customers who have spent thousands of dollars with your company:

  1. Schedule calls. Don't just call us and expect us to be available 24/7.

  2. Don't assume we are all technicians. I was not qualified to work on the hardware of this PC with all of this customization done by Digital Storm.

  3. Network with a national tech provider like Asurion or Geek Squad and train them to work on your machines. There is no reason that I can't find a technician close to me who can help when things are not working. As a result of this negligence (IMO), I've had to replace a motherboard and 2 graphics cards due to errors on my part (see point 2).

  4. I received misinformation via the chat on your site about a/c adapters for power supplies. They were deemed "universal" when in fact that's not the case. It resulted me in trying a lower wattage a/c power cable than my PSU could draw, making me think I needed a new one. I then bought one unnecessarily.

  5. Offer moving solutions and services for people having to carry these massive PCs across the country.

  I do not feel like a valued customer. And, this experience has soured my desire to purchase anything else from Digital Storm (or to recommend anyone else). I will shop for a new PC elsewhere, so thank you for igniting this desire and making my list shorter.

  I do appreciate the good moments during the many exhausting attempts though.

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

• Initial Complaint

  Date:08/07/2023

  Type:Delivery 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.

  Problem started with many delays then when it was never delivered. No resolution from the company, no contact unless initiated by me, and still paying for the undelivered product to this day to avoid credit issues since I contacted Bread and they will not undue the process either.PACKAGE DELIVERY DATED- 12/13/22 at 9:33 AM, attempted 12/12 NOTIFIED H33353538353**9353538H OF NO DELIVERY TO MY ADDRESS: 12/12 and 12/13/22 COMMUNICATION WITH H33353538353**9353538H THEREAFTER:***********************************-12/13/22 ***** to retrieve the package and allow me to pick it up. Package was never retrieved. 2/14/**- I send him email requesting resolution ***********************-1/20/** *************** report to be made by me. Report# **-01-1714 with Caldwell County, confirmation supplied to them same day by me.*************************-12/13/22, 20**: 3/27, 3/29, 3/31, 4/4, 4/5, 4/10, 4/11, 6/1- Brought the information to management and requests a copy of police report from me, first time requested since start of incident. Sent confirmation of request 4/24 and documents received 5/7 *************************- 4/24/** reports case number C-******** is closed, no previous information regarding this was sent to me or ever contacted by him ORIGINAL ORDER: 11/13/22 Processed-11/18/22 Digital Storm Order UT45818444:UPDATED ORDER INVOICE: ****** Order Contents:- Digital Storm Desktop - Config ID ******* - Quantity: 1 - Price: $4,021.00 CHANGED: Config ID ******* DUE TO: 11/16/22 market shortage on RTX ****ti 11/18/22 RTX **** cards are out asked to change to RTX **** for same price CHANGED AGAIN TO: Config ID ******* CHANGED AGAIN TO: Config ID ******* CHANGED AGAIN TO: Config ID ******* SAME COST BREAKDOWN:Sub-Total: $3,821.00 Tax (8.25%): $315.** Grand Total: $4,136.** FINANCED AMOUNT WITH COMPANY THEY PROMOTE, BREAD: Bread Purchase Total:$4,000.00 Loan Terms:24 Months / *****% APR Monthly Payment:$203.57 / Month ADDITIONAL AMOUNT PAID WITH CASH/CARD TRACKING INFORMATION EMAILED ON 12/8/22 AT 6:01PM CT- ************

• Initial Complaint

  Date:08/07/2023

  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 purchased a $5,000 desktop back in December of 2020, which took several months to arrive, and when I attempted to cancel it, they offered me a warranty extension, which I regretfully accepted on that fateful day. Immediately when I received that computer several months later, I had issues right out of the gate. When I was gaming with friends, the whole computer would just shut down, at random intervals, often leaving my friends and fellow gamers in a lurch, due to my sudden absence. I became known as the "Digital Storm Guy" who would just blink out of existence from a raid in the flash of an eye, or a Dota 2 Match, people joked it was my "ultimate" ability to disappear from the match entirely. I immediately called, and attempted to return the computer, and this is where I went wrong. Digital Storm's Bon ******* promised to fix the issue, and told me it was a setting, likely a driver, and it could be fixed remotely, they assured me not to worry, customer care was important to them, and they would fix the issue. I spent an absurd amount of time over the weekends during my days off allowing their technicians to remote into my computer, and tinker. Sometimes the power issue would reside for a week or so, but it would always come back. I sent Digital Storm videos of this anomaly, which showed me clearly playing games, no shenanigans going on, my computer just randomly turning off. They agreed to take it back, and test it, they had it for less than a week, and they reported it had a bad power supply, and it was replaced and working perfectly. Eureka! Or so I thought, the problem occurred almost immediately once again when it arrived at my doorstep. Two and a half years later, I'm still dealing with them over this, only now it's outside of the warranty period, which you realize that was the strategy all along, string you along with numerous technicians, as part of the "process" until you're outside of your warranty, at which point it's checkmate.

• Initial Complaint

  Date:06/07/2023

  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 have bought two computers with these people both times I was lied too. First time I was told I would have my computer in three weeks. It took 3 months. This next time I bought a bundle a laptop and Diablo 4. They said my laptop wasnt available for it even though in my order number it says I am suppose to have it. I would like this game its the only reason I went with this company again.

• Initial Complaint

  Date:04/24/2023

  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 an apx 3000$ Digital Storm graphics machine. When I loaded the 1st programs on it, it was defective. DS fixed part of the problem (vertical lines etc) but not the issue with the colors shifting. Nor did they run tests that would determine what would happen with a heavier load. I complained and demanded that the laptop be replaced. So, DS supposedly did. But the one sent back to me is also defective, they did not send the backup USB and the label on the back for id purposes was blank. So, they either provided me with 2 defective machines, or they sent the original back to me. Because everything with them takes forever I missed the Spr22 semester, during the fall they ignored my calls, by the time I finally got a response It was December and by the time they had a tentative diagnosis it was ******* and they claimed it was no longer covered. They did me the "favor" of charging for replacement part which I was require to replace myself and now because I wasn't sent a restart USB they want me to create one myself. This isn't working and I have spent at least 8 hours on this part of it and several evenings to replace the *** card. I have no dream of becoming an IT tech nor do I want to pay them another dime for this dysfunctional laptop. I want all my money back, all of it. The computer was so bad that it tore my Sketchup 3D projects apart and twisted walls. I have missed two semesters of graphics and haven't been able to start the business for which I bought the laptop. Those were my key goals;websites and graphics. Part of me even believes that they sent me a returned machine they knew was bad (the code sticker was blank) to get back at me for demanding a new laptop. This has gone on so long and taken up so much of my time which is limited to start with due to other life issues. This is not okay, and the games from DS continue; they have high turn over so now they have people pretenting to be the tech on the ticket, white guys pretending to be a black tech, ugly.