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:03/27/2023

  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.

  I purchased an expensive high-end computer system from Digital Storm in November of 2021 during the covid crisis.In March of 2023 the *** Cooler became defective and noisy even though the computer had only very light usage.After several emails back and forth with customer service the company chose not to replace the *** Cooler claiming that it was out of warranty.They offered to sell me a new one. My complaint is this. Yes the product was out of warranty but but only by a few months. I resent the company taking this hard stance against a customer who had paid thousands of dollars for what the company advertised as a reliable PC claiming they have a great reputation. Nothing could have been further from the truth. I feel cheated. What I am requesting is that the company either refund the price of the *** Cooler which is around $125 or send a replacement for free.I will not consider this matter resolved until one of the two above Solutions happens. I believe it is my consumer duty to warn the public that they should look elsewhere for a product that is truly reliable and backed by good caring people.

  Business Response

  Date: 04/06/2023

  We have informed the customer that his hardware warranty period has expired since 12/24/2022 and this is the first support ticket ever opened for this order since he received the order on 12/24/2021. As such, we cannot provide a replacement CPU cooler at no cost as we must treat all of our customers the same. 
  
  However, we value the customer and tried to ensure that he is satisfied with his purchase. As it was relayed to the customer, we are more than happy to offer him a replacement CPU cooler at a discounted rate. Instead of the $99 charge for a replacement 240mm AIO, we authorized a discount to bring the cost down to $75.We have offered to also cover shipping.
  
  We understand that the customers satisfaction is important, and we want to work with him to find a solution that meets his needs that also follows our warranty policy. The offer will still stand and the customer has our managements email address, 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19854806
  
  I am rejecting this response because:

  The vendor is making the same excuses as they made earlier. This is of no help to me. That is why I  contacted the Better Business Bureau in the first place.

  the argument for treating all customers the same is not convincing. Lame. 

  In fact while we are talking about policies, I have a  policy as well. And I treat all companies alike. If they are greedy and do not support their products I will complain about them to all who will hear me out.

  This is such a small amount to a company where I have spent thousands and thousands of dollars. That does make this transaction different so don't tell me that you treat everybody the same.

   You are a greedy money grubbing and money loving company and I will tell everyone that is interested in a computer to never never buy from you.

  At this point I am demanding that you refund the entire purchase of the product and send a paid shipping label to me to return the entire $2,800 computer I bought from you.

  Your support is worthless as are the people that work for you and especially your president.

  I will not close this ticket until this issue is resolved to my satisfaction. Do you really want this ******************* find your BBB record? You know how to reach me. Do the right thing.

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

  Business Response

  Date: 05/12/2023

  As previously mentioned, we value the customer and tried to ensure that he is satisfied with his purchase. As it was relayed to the customer, we are more than happy to offer him a replacement CPU cooler at a discounted rate. Instead of the $99 charge for a replacement 240mm AIO, we authorized a discount to bring the cost down to $75.We have offered to also cover shipping.

  We believe this is fair considering that the customer has never had a previous issue with the computer while it was within hardware warranty. Outside of hardware warranty we were open to provide the replacement at a discounted price and offered to cover shipping as a token of good faith. 

   

  Customer Answer

  Date: 05/12/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:03/20/2023

  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.

  3/13/2023 System arrived damaged from a Fork Lift hit, DS requested in a phone call that I still open the unit and see if working. Opened unit and immediately met with BIOS failures and a ( NON-BOOT ) status. Worked for 3 days 2-3 hrs a day attempting to 1. stabilize bios failures 2. initialize and use RAID card. Engineer and escalation team unable to get Raid Card to Function. BIOS / BOOT issues persist as well and Bios will default on its own to non-boot status. Requested Refund. Was told by unsympathetic Return Manager that he will determine what is refunded, he also seemed to posture that this was my fault. I hope that DS does do the right thing and immediately make arrangements to issue a refund and pickup unit. We would like to avoid a Legal issue on the matter. Would strongly suggest that upper level management or ownership contact us. Company also goes by the name Hanaps Enterprises and does not honor their responsibility to any consumer to deliver fully tested operational systems free of damage. They instead are quick to blame " SOFTWARE " even though they have photos of the damaged hardware and condition of packaging on delivery showing visible damage and improper handling.

  Business Response

  Date: 03/21/2023

  We have received the complaint filed by the customer on March 13, 2023, regarding the damaged system they received and the subsequent technical issues they experienced. We sincerely apologize for any inconvenience this may have caused and understand the frustration they must be feeling.
  

  Our company is committed to providing the highest level of customer satisfaction, and we take all complaints seriously. Our team has reached out to the customer and communicated our intention to issue a full refund upon the receipt of the damaged system to our facility. 

  We value the customers business, and we are committed to making things right.

  
  

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising 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 a PC build on January 13th, 2023. Their website promised an estimated ***** business for shipping. After 15 business days I inquired with the company to get a status update on the ship date. They vaguely indicated that it would be late February or early March. I expressed my concern with them that their website advertised ***** days. To which they replied in the effect of "sorry, supply chain issues". My complaint is for false advertising and bait-and-switch selling tactics.

  Business Response

  Date: 03/08/2023

  After reviewing the customer's order and communication with our support team, we understand that there were delays in processing the order. We acknowledge that this is not the experience we want for our customers and we are taking steps to ensure that this does not happen in the future.

  We would like to inform you that we have issued the customer a full refund for their order. 

  Customer Answer

  Date: 03/08/2023

   
  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,
  
  *****************

• Initial Complaint

  Date:09/06/2022

  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 filed a complaint previously. Complaint number is XXXXXX. I've worked since May to resolve the issue. I sent back the laptop, after 2 months received it back. The original issue I sent in my first request was nor solved. The fingerprint recognition doesn't work after 2 months. of repair. The laptop runs hot. They never sent me the information on my first request of telling me what components and version numbers they replaced in my original request. They sent me who to contact, and I did. No response and the telephone number asks for a pin number. I have all the emails. I want my money back. I've now spent 9 months trying to get resolution. I've done everything DS asked, including them having my laptop for 2 months... and it doesn't work as described. Help me. I spent almost $4000 on something that hasn't worked for months. Let me know what you need for evidence. I have lots of email and voice mails.

  Business Response

  Date: 06/20/2025

  Our company was unable to duplicate issues with the fingerprint reader but helped customer with alternative solution. We could not provide a refund per warranty policy.

  Customer Answer

  Date: 06/21/2025

   
  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,
  
  ***** *******