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:10/14/2024

  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.

  Ordered 2 items from NZXT on 15 August 2024. Never received my items. Contacted NZXT on 15 August requesting a refund. I was told it would take 3 to 5 business days to receive my refund. After waiting 5 days and not receiving my refund I was told (17 Sept) that it's still being worked on. To this day I have not received my refund. Please look into this matter for me. Ticket number *******. Thank you.

  Business Response

  Date: 10/25/2024

  Hi Felly,
  
  Thank you for your patience regarding your refund for those missing items. I want to update you on the status of your refund request from August 15, 2024.
  
  I can confirm that your refund of $234.95 has been processed on October 18, 2024, to your original form of payment. This refund should appear on your account within 3-5 business days from the processing date, depending on your financial institution's standard posting timeframe.
  
  We sincerely apologize for the extended delay in processing your refund. This is not representative of our standard service level, and we understand your frustration with this situation.
  
  If you don't see the refund reflected in your account by October 24, or if you have any other questions, please don't hesitate to reach out to us with your ticket number (2017968).
  
  Thank you for bringing this to our attention.
  
  Best regards,
  NZXT

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear *********** am reaching out for assistance regarding a warranty dispute I am currently having with NZXT, a company specializing in computer components. I am facing significant difficulties with their customer service concerning the replacement of a defective product.Background:- Initially, I requested a warranty replacement for a faulty Kraken cooler. During the process, I was instructed by NZXT to destroy the entire H1 v1 case, even though the issue was primarily with the cooler. I followed these instructions and provided proof of destruction.- NZXT assured me that I would receive an H1 V2 case as a replacement. However, they have now informed me that the H1 V2 is unavailable, and they are only offering a refund, which does not meet my needs nor cover the costs I have incurred.Issues:- NZXTs refusal to provide an H1 V2 or a similar case in exchange for the defective product, despite earlier assurances.- The potential need to pay customs fees for the replacement being shipped from the ***, which is unacceptable to me.- The offered refund does not cover the additional costs I incurred due to their instructions, and NZXTs customer service has not provided a satisfactory solution.I am seeking help in resolving this matter, as NZXTs proposed solutions are unacceptable, and the company does not seem to be respecting my consumer rights in accordance with ** law. Am I, as a consumer, required to pay customs fees for a replacement case shipped from the *** to the **? Is it legal for NZXT to offer me a newer model, instruct me to destroy the defective item, and then attempt to send me the same model I destroyed?If necessary, I can provide the entire correspondence with their support team, which includes approximately 100 ************** details:NZXT, Inc.605 ************************************************************ Phone: *************** Support: ************* Kind regards, ******

  Business Response

  Date: 09/13/2024

  Hi ******,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused during this warranty replacement process. We take customer satisfaction very seriously and are committed to resolving this issue.
  
  We want to inform you that we have shipped your replacement H1 V1 case today. The tracking number for this shipment is CB250665406US, which can be tracked via the **** website.
  
  Regarding the specific points raised:
  
  1. We acknowledge there was a miscommunication regarding the availability of the H1 V2 case. We sincerely apologize for any confusion this may have caused.
  
  2. To address the concern about potential customs fees, we will cover any such fees associated with this replacement shipment. Our customers should not incur any additional costs for warranty replacement.
  
  3. We understand your frustration with the initial instruction to destroy the entire H1 V1 case. This was an error on our part, and we take full responsibility for this miscommunication.
  
  4. While we cannot provide the H1 V2 as initially discussed due to availability issues, we believe the H1 V1 case we've shipped will adequately address the original warranty claim for the faulty Kraken cooler.
  
  We are committed to ensuring our customers are satisfied with our products and services. If you have any further concerns or questions about this replacement, we encourage you to reach out to our customer support team directly. We are more than willing to discuss any additional steps needed to fully resolve this matter to your satisfaction.
  
  We appreciate the opportunity to address your complaint and hope that our actions demonstrate our commitment to customer service and product quality.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22274956
  
  I am rejecting this response because:
  

  While I appreciate that NZXT acknowledged the communication issue and attempted to provide a replacement, the proposed solution is not satisfactory for the following reasons:

  1. Initial Promise of H1 V2: I was clearly informed and promised an H1 V2 case in exchange for the faulty unit. This was a key factor in my decision to destroy my original H1 V1 case. Had I known that only an H1 V1 was available, I would not have destroyed the entire case. NZXT must honor the original promise.
  

  2. Compensation for Lost Time and Misleading Information: The time lost due to incorrect communication and false promises is unacceptable to me. I expect compensation for the misleading information and all the inconveniences that resulted from this process, not just a simple replacement of the case, which supposedly wasnt available when I reported the faulty cooler.

  3. **************** and Trust: The communication error has significantly impacted my trust in how your company handles this matter. I am not satisfied with the current resolution and expect NZXT to offer a solution that fully considers both the original promise and the inconveniences caused.
  

  4. Customs Fees/Taxes for the Shipped Package: Although I was assured that NZXT would cover the customs fees associated with the replacement shipment, I am concerned that I will be required to pay these costs out of pocket. Please provide clear assurance that these costs will be fully covered by NZXT; otherwise, I will be forced to refuse the package. Additionally, since I do not have a ****** account, I am unsure how you plan to refund the money, as you have frequently mentioned ******. Please clarify this issue.
  

  Until a more appropriate resolution is offered, I cannot accept this response as satisfactory.

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

  Customer Answer

  Date: 09/17/2024

  Dear *****,

  
  

  I would like to amend my response accordingly. While I understand that BBB does not handle requests for compensation, my main concern is NZXT's failure to honor their original promise to provide a replacement H1 V2 case and the resulting inconvenience. My request is that NZXT either fulfill their initial promise or offer a more suitable alternative, such as providing another case of similar value or offering a store credit.

  
  

  Additionally, I would like assurance that NZXT will cover all customs fees or taxes related to the shipment, as previously indicated, and I am seeking clarification on how the reimbursement will be processed without a ****** account.

  
  

  Thank you for your assistance. I hope to reach a resolution soon.

  
  

  Sincerely,

  ****** ********

• Initial Complaint

  Date:09/05/2024

  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 August 27, 2024 at 7:30 AM EST, I ordered a subscription for a Player Three **.On August 27, 2024 at 8:00 PM EST, I requested a cancellation of the equipment since I was not going to need anymore.I received a reply that they could not cancel it and they had to finish the build and ship the ** to me.Which is bizarre but ok. I agreed. The representative advised to just reject the order from ***** and send back to shipper. I said OK, I will wait.On August 28, 2024 at 11:00 PM EST, I received an email with the Tracking Information from *****.Order will be delivered on September 3, 2024 and I WILL have to be home to accept package since is Signature Required.I stayed home from Work to make sure I do not miss this.On September 3, 2024 at around 10:50 AM EST, I received a notification that my package was delivered and my activation of the Player Three ** was on.Come to find out, ***** delivered to the wrong house and "No signature was required".I Immediately contacted ***** and opened a case for a missing package. Sent pictures of what my house looks like and what the a copy of my Proof of Delivery with Picture from *****. (2 totally different houses).I contacted NZXT and advised of the situation and they have been no help at all.They activated my account as "** delivered", Bill my Credit Card the initial amount, and now they do not respond to any of my emails.Still waiting to hear from ***** on the case. but NZXT has been horrible to work with, if this is how the treat their starting customer imagine what they will do to the rest.

  Business Response

  Date: 09/09/2024

  Hello ****,
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address your complaint.
  
  We have thoroughly reviewed your case and located your ticket in our system. Please be assured that your issue has been escalated to our ******************** to ensure you receive comprehensive assistance.
  
  We understand the frustration you've experienced with the delivery issues and subsequent communication difficulties. Our team is actively coordinating with the courier company to resolve this situation as quickly as possible.
  
  Regarding the payment, we want to assure you that we will process a refund as soon as we receive an update from the courier company about the misdelivered package. We kindly ask for your patience during this process.
  
  We sincerely apologize for any inconvenience this situation has caused. Our goal is to provide excellent customer service, and we regret that your experience has fallen short of our standards.
  
  Rest assured that we are committed to resolving this issue to your satisfaction. Our team will be in touch with you shortly with further updates.
  
  If you have any additional questions or concerns in the meantime, please don't hesitate to contact our customer support team.
  
  Thank you for your understanding and patience as we work towards a resolution.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 09/09/2024

   
  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:09/01/2024

  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.

  Subject: Formal Complaint Against NZXT for Defective Pre-Built ** Dear Better Business Bureau,I am writing to file a formal complaint against NZXT regarding the pre-built ** I purchased from them. I bought this ** for $4500 with the expectation of receiving a high-quality product that would perform reliably, given the premium price and NZXT's reputation for quality.Unfortunately, over the past year, I have faced numerous issues with this ** that have significantly affected my experience. The problems include: Frequent Repairs:The ** has required multiple repairs within the year, which is unacceptable for a pre-built system of this price range. Each repair has been time-consuming and inconvenient since im not tech savvy, the whole point of buying this pc was to not deal with this, impacting my ability to use the ** as intended. Defective Build/ Loss Of Money: interactions with this pc have also not been the best, as ive made tickets in the past for reasons such as the pc overheating and not working as intended interrupting my work which is fully online and on my pc as a roblox developer and youtuber, this affects me greatly, id have to go days with the pc blasting its fans and no display disrupting my work, i have proof of this as i have over a million players in a my discord for the game all star tower defense, and on a anticipated update for the game my pc had not worked, causing it to be delayed, losing players and money.Given the substantial investment of $4500 and the high expectations associated with NZXT's brand, the persistent issues has left me dissapointed since ive bought cheaper pcs in the last from other places and never had issues. I am seeking a fair resolution, which may include a full refund of what i paid or a full replacement of the ** of max quality to address the ongoing quality and reliability problems.I hope the BBB can assist in facilitating a resolution to this matter.Thank you for your attention to this complaint.

  Business Response

  Date: 09/03/2024

  Hi *****,
  
  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and are committed to resolving issues with our products.
  
  We have reviewed your complaint and our records regarding your NZXT pre-built PC purchase. We understand your frustration with the performance issues you've experienced and apologize for any inconvenience this has caused, especially given the impact on your work as a Roblox developer and YouTuber.
  
  After a thorough review of our records, we've found:
  
  1. Our technical support team has recently sent you troubleshooting steps to diagnose the current issues with your PC. We hope these steps will help identify and resolve the problems you're experiencing.
  
  2. We do not have any record of previous RMA (Return Merchandise Authorization) requests or repairs under your name or email associated with the *** order number ******. If you have documentation of previous repair attempts, please share this information with our support team to help us better understand the history of issues with your system.
  
  3. We recognize the inconvenience you've faced and want to work towards a resolution. We are more than willing to continue troubleshooting with you and, if necessary, process an RMA for warranty repair of your system.
  
  4. Regarding your request for a refund, we must inform you that as your purchase was made on October 23, 2023, it falls outside our 14-day return for refund period. While we cannot offer a refund at this time, we are committed to addressing the performance issues through our warranty service.
  
  Next steps:
  
  1. Please follow the troubleshooting steps provided by our technical support team. If you need clarification on any step, don't hesitate to reach out to them.
  
  2. If the issues persist after troubleshooting, we will gladly process an RMA for warranty repair to address the problems you're experiencing.
  
  3. Our support team is ready to assist you throughout this process and answer any questions you may have.
  
  We value you as a customer and understand the importance of having a reliable PC for your work. Our goal is to ensure your NZXT system meets the high standards we set for our products. We are committed to working with you to resolve these issues and restore your confidence in our brand.
  
  If you have any further questions or concerns, please don't hesitate to contact our support team. We appreciate your patience as we work towards a resolution.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:08/17/2024

  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 have bought in May anH6 Flow RGB case this case in less than a month had the case fans a bit faulty, I have fixed 2 but there is a third one that has burnt LEDs thankfully still spins I have raised a ticket with NZXT to get a cable replacement that I could buy, I was willing to pay for it, they have offered relace the fans. On June 20th they sent the replacement and since the 25th the tracking never updated. It has been 2 months since I have requested this to be solved by paying and they offering the replacement for free. Now I do not have a working fan, faulty equipment and awful customer Service

  Business Response

  Date: 08/19/2024

  Hi *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced with your H6 Flow RGB case and the delay in resolving your issue.
  
  We want to assure you that we take your concerns seriously and are committed to providing a satisfactory resolution. As of yesterday 8/18/24, we have received confirmation that your replacement case RGB fan has been processed and is currently awaiting shipping. You should receive updated tracking information very soon.
  
  We understand your frustration with the extended timeline, especially given that you initially offered to purchase the replacement part. We appreciate your patience during this process and regret any disappointment our customer service may have caused.
  
  To address your specific concerns:
  
  1. Faulty case fans: We acknowledge the issues you've encountered with the case fans and commend your efforts in repairing two of them.
  
  2. Delayed replacement: We apologize for the lack of updates on the June 20th shipment. We are investigating why the tracking information was not updated and will use this feedback to improve our shipping processes.
  
  3. **************** experience: We're sorry to hear that our service didn't meet your expectations. We are reviewing our procedures to ensure more timely and effective communication in the future.
  
  We value you as a customer and want to ensure your complete satisfaction with our products. Once you receive the replacement fan, if you need any assistance with installation or experience any further issues, please don't hesitate to contact us.
  
  Again, we apologize for any inconvenience this situation has caused. We appreciate your feedback as it helps us improve our products and services. Thank you for your patience and understanding.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22156271
  
  I am rejecting this response because:
  
  At this point of time, waiting for a confirmation or for another shipment, after two months is jot viable. You did not mention that on the email sent to me directly which I have received twice from two different emails making me believe is an automatic email. 
  

  I do not believe that awaiting for shipping info is real.

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

  Business Response

  Date: 09/04/2024

  Hi *******,
  
  Thank you for your response. We apologize for any confusion or frustration our previous communication may have caused. We appreciate you bringing this to our attention, as it allows us to provide you with more accurate and up-to-date information.
  
  We want to personally assure you that the information about your replacement fan is indeed real and verifiable. Upon further investigation, I can confirm that your replacement fan has not only shipped but has already been delivered. Here are the specifics:
  
  - Tracking Number: 278557397441
  - Carrier: *****
  - Delivery Date: August 23, 2024
  
  You can verify this information yourself by visiting the ***** tracking website and entering the tracking number provided above.
  
  We sincerely apologize for the miscommunication in our previous response and the apparent disconnect between our internal systems and the actual shipping status. This oversight on our part is unacceptable, and we are taking immediate steps to improve our tracking and communication processes to prevent such incidents in the future.
  
  Given this new information, we kindly ask that you check if you have received the package. If you haven't, please let us know immediately, and we will investigate further with *****.
  
  Once again, we sincerely apologize for the confusion and any distress this situation has caused. We are committed to learning from this experience and improving our service.
  
  Thank you for your patience and for giving us the opportunity to address this issue.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:08/08/2024

  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 bought a NZXT power supply unit (PSU) on Amazon.co.jp that is defective and while they agreed to provide an RMA, they refuse to do so until it is recycled and a receipt is provided. I have explained to them that there is no way to recycle it and receive a receipt as the system of recycling in ***** is very different from the **. The customer service representative ****** refused to let me talk to a manager. They are refusing to work with me to find an alternative solution.

  Business Response

  Date: 08/09/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for the frustration you've experienced with your RMA request.
  
  We understand the unique challenges you're facing in ***** regarding recycling and obtaining a receipt. We recognize that our standard process may not be suitable for your situation.
  
  I've escalated your case to our senior management team. They will review our policies and work on finding an appropriate solution that takes into account your specific circumstances.
  
  We will provide a detailed response with potential solutions through this support ticket within the next 2-3 business days.
  
  We appreciate your patience and value you as a loyal customer. We are committed to resolving this issue to your satisfaction.
  
  Thank you for your understanding.
  
  Best regards,
  NZXT

  Customer Answer

  Date: 09/16/2024

  Complaint ID: ******** Regarding the above Complaint ID, I was not able to respond in time, but I would like it to be updated with the following information: The company in question has resolved my complaint in a satisfactory manor. While I was upset that it took so long to speak to a knowledgeable manager, once I was put in touch with one, they were understanding of the issue and did right by me.

  Sent from *************************** (

  *********************

  )

   

• Initial Complaint

  Date:06/19/2024

  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.

  Details * I ordered a computer a few years back. * I was guranteed delivery around 4 different times with the shipping I paid for and they took over a month and lied about delivery * a few years later with many issues along the way with the computer itself, I now cannot turn on the computer. * I had to repair this computer once with nzxt because they gave me a faulty motherboard and then gave me one of cheaper value. * I now cannot use the computer and it was $1300 * the computer runs into an error every time I turned it on.

  Business Response

  Date: 06/21/2024

  Hi *****,
  
  Thank you for your feedback and I apologize for the frustration you've experienced. I want to address your concerns as best I can.
  
  Regarding the original delivery delay when you first ordered the *** I'm very sorry that occurred and that the estimated timelines provided were not met. We always aim to meet our shipping commitments and it's disappointing we fell short in this case. 
  
  On the recent issue with the ** no longer turning on, I see that you had previously sent it in for repair due to a faulty motherboard. Our records show we did replace the defective N7 Z590 motherboard with an MSI Z590 Pro WiFi motherboard. While a different model, this is a comparable Z590 motherboard that should provide equivalent performance. The repair notes indicate the ** was thoroughly tested after the motherboard replacement and passed all checks.
  
  However, it sounds like you are now experiencing startup issues again. Since the ** was able to boot and run normally after the last repair, this seems to be a new problem that has arisen. 
  
  I want to assure you that we stand behind the **s we build and will work to get your system up and running properly. The best next step would be to contact our technical support for troubleshooting help and if needed they will set up a new repair RMA so our technicians can diagnose the current boot failure and replace any parts necessary to resolve it.
  
  If you could please respond to your existing support ticket or open a new one at support.nzxt.com, our team will assist you in setting up that repair RMA right away. We'll cover shipping both ways and do everything we can to get your ** repaired or replaced promptly.
  
  I apologize again for all the trouble you've had with this **. We appreciate your business and patience, and will work diligently to make this right. Please let me know if you have any other questions or concerns.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21874143
  
  I am rejecting this response because:

  since The repair you guys did, I have lost the ability to use the lighting feature in your guys software. The z590 pro motherboard has showed me problems since the start, the wifi connection is horrible, before the change I could run games fine and since I got the new motherboard I would lag out of games every so often and the antennas always move out of place because of the loose fitting on the backplate due to a poor repair job. I fixed the startup issue, but now I have to redownload all of my games and files. There is nothing to be fixed now, its simply the fact that you guys have given me this many issues and now I have to deal with redownloading everything for months due to my internet data cap. *** encountered to many problems and ** very disappointed in the service provided by your company. I know you said the estimated delivery you guys give isnt guranteed but this isnt the case. I had guranteed times. Not estimates, I had people sit there and tell me it will be delivered within the next 24 hours. Not only that but you guys have a time window you have to meet when charging more for shipping. Id like a new computer as a whole, it can be of same value. But I am not going to spend $50 on the packing stuff you need in the box when I ship the pc. Im not gonna buy the expanding foam and stuff. Its expensive and there is virtually nothing you guys need to fix now besides the fact that the problem I encountered has made it so I have to redownload everything.  

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

  Business Response

  Date: 06/24/2024

  Hi *****,
  
  Thank you for providing more details about your experience. I sincerely apologize for the ongoing issues you've faced with your ** and our service. I understand your frustration, and we want to make this right.
  
  Regarding the problems you've encountered since the motherboard replacement:
  
  1. Lighting feature: We'll ensure this is addressed in your next RMA or possibly fixed via troubleshooting.
  2. WiFi connectivity: The poor connection and antenna issues are unacceptable and will also be addressed if not able to be repaired via troubleshooting.
  3. Game performance: We'll make sure the repaired ** meets or exceeds the original specifications.
  4. Data redownload: We understand the inconvenience this causes, especially with your data cap and apologize that this is something you've had to endure.
  
  We acknowledge that our service has fallen short of expectations, from the initial delivery delays to the recent technical issues but we will make sure you are completely taken care of.
  
  To proceed with the repair:
  
  1. We'll provide a prepaid shipping label for your current **.
  2. You won't need to purchase any packing materials. We'll send you appropriate packaging for safe return shipping.
  3. Once we receive your current **, our team will diagnose everything listed and make sure your system is 100% functional when sent back.
  4. The ** will be thoroughly tested to ensure all features work correctly, including lighting and WiFi.
  
  We value your business and want to rebuild your trust in NZXT. If you would like to proceed with this, please reach out to our customer support center via email or live chat and our agents will make sure to take care of you.
  
  If you have any questions or concerns, please don't hesitate to reach out. We're committed to resolving this to your satisfaction.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 06/25/2024

   
  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:05/24/2024

  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 express my extreme dissatisfaction with the customer service provided by **********************. Below is a detailed timeline of the interaction, highlighting the numerous issues encountered:Initial Approval and Miscommunication (February 29 - March 7):February 29, 2024: I received approval for my RMA and shipping instructions.March 3, 2024: NZXT followed up, warning of ticket closure.March 7, 2024: I wasn't aware I had to ship the part first. Regardless, I took responsibility for the misunderstanding and shipped the part.Delays and Lack of Clarity (March 13 - March 26):March 13, 2024: I informed NZXT of the shipment, which they confirmed was in transit.March 18, 2024: They claimed to have received only one stick and required the second stick, causing further delays. While the original email mentioned sending both sticks, it was not clear enough. I purchased the computer in bulk, which came with four sticks of RAM. I was unaware they were grouped in pairs and that I had to check serial numbers to determine which ones to send back. The provided details were insufficient for someone unfamiliar with such specifics.Repeated ********** and Warehouse Delays (April 7 - April 30):April 7, 2024: Despite following instructions, NZXTs automated emails threatened ticket closure.April 23, 2024: I was informed of warehouse delays, with a vague timeline of up to 15 business days.April 29, 2024: NZXT again requested an update, showing a lack of internal communication.Escalation Attempts and Continued Frustration (May 12 - May 18):May 12, 2024: I requested an escalation contact due to the unacceptable delays.May 18, 2024: After multiple unfulfilled promises of follow-**** I'd be happy to just get my equipment back.It has been almost three months since I initiated this RMA process and I have zero clarity. I have experienced poor communication, unclear instructions, delayed responses, and repeated failures to follow through despite numerous calls and emails.

  Business Response

  Date: 06/14/2024

  Hi Nic,

  Thank you so much for your patience, we want to sincerely apologize for the unacceptable experience you've had with NZXT during your RMA process. It's clear from your detailed timeline that there were numerous failings on our part, including unclear communication, delays, and a lack of proper follow-through. This is not the level of service we strive to provide, and I deeply regret the frustration and inconvenience this has caused you.
  
  I've thoroughly reviewed your complaint and the ticket history, and I acknowledge that we fell short in several key areas:
  
  1. Our initial instructions regarding the return of the *** sticks were not sufficiently clear, especially for customers who may not be as familiar with checking serial numbers and pairing *** sticks. We should have provided more detailed and user-friendly guidance.
  
  2. You experienced repeated delays in the processing of your RMA, including an extended warehouse delay, which left you without your equipment for an unreasonable amount of time. 
  
  3. Despite your multiple attempts to follow up and escalate the issue, you did not receive satisfactory responses or the promised outreach from a supervisor. This reflects a breakdown in our internal communication and customer service protocols.
  
  I am pleased to confirm that, as of Tuesday, June 11th, the replacement *** sticks have been shipped out to you. According to the tracking information, they were successfully delivered on June 13th. I sincerely hope you have received the *** and that it is working properly in your system. If you encounter any issues with the replacement sticks, please let me know immediately, and I will ensure that they are addressed without delay.
  
  Furthermore, I will be working closely with my team to conduct a thorough review of our RMA procedures, customer service training, and internal communication processes. Your feedback has shed light on clear areas for improvement, and I am committed to addressing these issues to prevent similar experiences for future customers.
  
  Thank you for bringing this matter to our attention and for your patience throughout this process. I deeply apologize for the subpar service you received and am dedicated to ensuring your satisfaction moving forward.
  
  Best,
  NZXT

• Initial Complaint

  Date:05/18/2024

  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.

  On February 27, 2024 I received an email saying a shipment is on its way. I thought it was spam as this is very common. I later received a message from my credit card company but I was teaching at the University and could not get to the message right away due to my class. This company had charged $2,567.69 for something that I did not order. I was able to call my credit card company and close the card as my name, address and credit card information was compromised. Fed Ex did show up at my door with a very large package. I rejected the package and it was shipped back to NZXT. My credit card company told me that I needed to reach out to this company. After waiting on the phone for a very long time someone named **** said that the package was in the warehouse but they had to file protocol and fill out a ticket. After waiting for a while the $2,567.69 was still not taken off of my credit card bill. I then called the company again and was on hold for over an hour. The lady said that they had to follow protocol and fill out a claim ticket. I explained that I already did this and why is it taking so long. She was very condescending on the phone and my roommate began to think that this company was crooked. She looked up the company and saw mostly very negative reviews. I think that they somehow have a scam going on and will not give me my $2,567.69. Apparently it was for a game. When I looked into when this purchased was placed it was during a time that I was driving home from the University at night from my ensemble rehearsal. This has caused signifacant stress in my life and my relationship because I never had someone steal my credit card information and charge my card. This company admitted that the package was sent back to them but refuse to reinburse my money. I do not know if I need a lawyer if an investigation can be done on this company. as they seem to be very shady.

  Business Response

  Date: 05/21/2024

  Hello *****,
  
  I apologize for the frustrating experience you have had regarding the fraudulent charge on your credit card and the subsequent difficulties in obtaining a refund from NZXT.
  
  After thoroughly reviewing your case, I want to assure you that we are taking this matter very seriously. I understand the significant stress and inconvenience this situation has caused you, and I sincerely apologize for the delays in resolving this issue.
  
  It appears that the initial chargeback request from your credit card company, which was ultimately resolved in NZXT's favor, is what led to the delay in processing your refund. When a chargeback is initiated, it triggers a specific set of procedures that our team must follow to investigate the claim and provide the necessary documentation to the credit card issuer. This process can sometimes take longer than anticipated, especially in cases of fraudulent activity.
  
  Once the chargeback was resolved, the charge was placed back onto your credit card, as the issuing bank determined that the transaction was legitimate. However, we understand that this charge was the result of fraudulent activity, and we are committed to ensuring that you receive a full refund.
  
  Please know that I am personally escalating your case to our accounting manager to determine the best course of action for issuing your refund as quickly as possible. Given that your original credit card is no longer accessible due to the fraud, we may need to explore alternative refund methods, such as issuing the refund via PayPal.
  
  Once I receive confirmation from our accounting manager on the appropriate path forward, I will promptly provide you with an update on your ticket. We are dedicated to rectifying this situation and ensuring you receive your full refund of $2,567.69.
  
  Your patience and understanding throughout this challenging process are greatly appreciated. Please be assured that we are working diligently to resolve this issue to your satisfaction. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:03/12/2024

  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 NZXT Player Two Prime and 2 cooling fans from this company on 2/14/2024 for $2,861.11 and I received my merchandise on 2/26/2024. I set up the ** according to the instructions in the information provided and within a few hours of use the computer had completely shut down and BSOD'd several times. After running a test of the **'s hardware per the troubleshooting software provided on the company's website- I found the *** to be bad. The test produced over 170 errors in the first 35 seconds of the test. For a ** that was "tested prior to being sent," this sure is a lot of errors to be having within the first 35 SECONDS of a test. When I reached out to NZXT to get a replacement ** on 2/27/2024, I was told that I needed to send in my less than 24-hours old ** to have the part replaced instead of being issued a new **. Their only compensation was to refund the $84.99 shipping from the original order (in which I did not receive until 3/6/24 after numerous attempts to contact them on this as well.) Not being okay with this I then asked on 2/28/2024 to return the ** per their return policy and my funds be refunded so I can purchase a new ** (will not be from them!) They sent me a shipping label and a case number to reference (*******) on 2/28/2024 and I shipped the ** back to them that very same day via ***** (Tracking number ************.) According to tracking information, they received the ** on 3/4/2024 at around 10:30am PST. Since then, I have made numerous attempts to contact their customer service both via phone as well as via their online chat feature to question the status of my refund. I am not given a concrete answer as to when I can see the refund be issued to me. I have been given several different answers like "your refund will be returned no later than 3/11/2024," and "The return as been approved but your account is waiting to be credited." I just want my funds to be returned to me so I can move on with my life and put this company in my past!

  Business Response

  Date: 03/13/2024

  Hi *******,
  
  We sincerely apologize for the frustrating experience you have had with your NZXT Player Two Prime and the subsequent return process. We understand your disappointment and the inconvenience this has caused you.
  
  After thoroughly reviewing your support ticket (*******), we have confirmed that our RMA team received and inspected your returned PC on March 11th, 2024. The return has been processed, and the refund has been approved.
  
  Please allow 3 to 5 business days from March 11th for the funds to be credited back to your original form of payment. The exact processing time may vary depending on your financial institution.
  
  We deeply regret the inconsistent information you received regarding your refund timeline. We are taking steps to improve our communication and ensure that our customer service representatives provide accurate and timely updates to our valued customers.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. We are committed to resolving this matter to your satisfaction.
  
  Thank you for your patience and understanding.
  
  Best regards,
  NZXT