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:04/18/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  NZXT sold me a motherboard that I purchased through Amazon on March 2, 2021. Per NZXT's warranty and RMA process, I was entitled to a replacement board when this item failed 12 months later and became defective. Unfortunately, the board reached end-of-life and NZXT was unable to provide me a replacement. Instead, they offered to remedy the situation with an MSRP cash refund of $279.99 if I sent it back to their HQ office. They received the board less than a week later but I was never reimbursed like they said they would. For weeks I have raised this issue to a handful of their customer service representatives via email, Zendesk chat, and directly over the phone. I was ensured that their accounting **** was aware of the situation but simply just delayed. I have been dealing with this issue for 2 months now with no resolution or refund from the company. Further, they now don't even respond to my inquiries (see transcript attached) -- the last time their team responded to me was 8 days ago. I don't believe this is an issue with their accounting ****, rather it is the company simply not willing to give me my money back like they originally guaranteed.Sadly, the only path forward is to raise this issue with BBB to try and help me recover the $279.99 that was promised to me when I sent my defective item to the company, NZXT. I appreciate BBB's assistance with this matter.

  Business Response

  Date: 04/19/2023

  Hi Grant,
  
  Thank you for your continued patience while we get this refund processed.
  
  We have unfortunately experienced delays with our refund processing but we have escalated your case for prioritization to get that refund for you as soon as possible.
  
  Thank you again for bearing with us and we will make sure to take care of you.

  Kind regards,
  NZXT

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19953170
  
  I am rejecting this response from NZXT. Their response to this BBB complaint is the same response they have given me for over a month now, which is why I am filing the complaint against them in the first place. A refund should not take over a month as part of their ordinary business practices -- it's unacceptable. 

  I will only accept this response once NZXT is able to refund the money in full ($279.99) for a product that I shipped back to them 5 weeks ago. Until then, this case needs to remain open.

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

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Order #****** I purchased a computer that was over $4,000 and it was not functional on arrival. I called Nzxt and got a return label, and I packaged up the computer and shipped it out. It was delivered on 3/29/23. I was told via email that the return was accepted and received, and that I will be updated with the refund status. I then received another email today, talking about *** investigation. The investigation has started already, it's not right for me to have to wait this long after it's been delivered to get my refund. I want a refund. I'm very unhappy with this level of support. There's even typos in the emails I have received. "Oveer"

  Business Response

  Date: 04/13/2023

  Hi *****,
  
  Thank you for your patience, we are terribly sorry to hear this happened with your system and we will try our best to take care of you.
  
  Unfortunately, it does appear that the ** was not received at our warehouse and *** appears to have delivered it elsewhere from the original return location. Because of this, our team has opened an investigation with *** and will be providing you with updates as they come through to us.
  
  Without the system in our possession, we would not be able to proceed with a refund, but when the claim is finalized, we will have more options.
  
  We appreciate your continued patience through this.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19930501
  
  I am rejecting this response because:
  

  I still haven't received my refund

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

• Initial Complaint

  Date:04/10/2023

  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.

  I bought the NZXT X63 AIO on July 12, 2022 off Amazon. I've paid a total of ****** CAD and it suddenly stopped working on March 26. I've submitted an exchange request to NZXT as my product has 6 years of warranty offered by NZXT. The pump had 0 rpm and I saw the rpm using an app created by NZXT called CAM. The NZXT support person had replied to my email, requesting some info. However, as of April 8, it has been 9 days since the agent hasn't replied to me and I've sent him an email requesting an update on the *** process but he still hasn't replied me. The ticket number of the *** request email is *******.

  Business Response

  Date: 04/13/2023

  Hi there,
  
  Thank you for your patience we apologize for any delays you've experienced. At this time we have responded to your ticket with additional information regarding your RMA exchange and will make sure to take care of you.
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:04/05/2023

  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 have a set of NZXT fans with faulty LEDs. After walking through all the troubleshooting steps with NZXT's customer service support, sending photos of all wiring/connections, and verifying no software conflicts, NZXT told me they would replace my fans under warranty. However, I was told that the fans were on backorder and they did not have stock to send me. After a couple of weeks I noticed that the fans were available and in stock on NZXT's web site. I followed up with NZXT customer service. I was told the fans were still on backorder, and I pointed out that they were available on NZXT's website. I was told this is was "a different warehouse" and the warehouse they would ship my replacement fans from were still backordered. At this point, I even suggested why don't I just buy new fans from your website, I return the faulty fans to you, and you reimburse me. I was told by the NZXT rep they had to "check with their supervisor" and they would get back with me. After multiple emails on this topic I still have no resolution. I am extremely frustrated that your company obviously has these fans in stock but is unwilling to ship me the warranty replacements. I would ask for prompt resolution of this matter.

  Business Response

  Date: 04/05/2023

  Hi ******,
  
  Thank you for your patience with us, we are very sorry to see the delays you experienced with your replacement part.
  
  At this time, it looks like our agents were able to assist with sending out a retail version of the fans and these should ship out very soon. You will receive tracking information as soon as that is available.

  Please let us know if you had any other questions or concerns and have a great week!
  
  Kind regards,

  NZXT

  Customer Answer

  Date: 04/05/2023

   
  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:03/28/2023

  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.

  Purchased a gaming computer for $2000 and it keeps shutting down, video card will not support the games and they will not allow me to return the computer even though right after I received it, I communicated my disappointment and frustration and was told I was unable to return it.

  Business Response

  Date: 03/29/2023

  Hi *****,

  Thank you for your patience, we apologize for the issues you've experienced with your system.
  
  After reviewing your ticket, it does appear that you state you are experiencing some issues with your system. At this time, we can absolutely assist with setting up an RMA for repair so we can receive, fully diagnose, and repair your system. Unfortunately, we would not be able to proceed with any kind of return for refund as our return for refund period is within 14 days from receiving your system. 
  
  If you are missing any of the packaging materials, we can assist with providing these for you to make this process quick and increase the likelihood of a fast turnaround.

  Kind regards,

  NZXT

  
  
  

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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 NZXT H1 computer about two years ago. It is now out of warranty. Recently the *** cooler stopped functioning properly. I contacted them and followed all their suggestions without success. All I wanted to do was purchase with my money a replacement ***. I was told the *** for my computer is custom made for them and they do not sell replacement ***'s. When I asked if there are any other brand ***'s that work, I was told no. what kind of company would sell you custom parts in the original order but not have available replacements when nothing else will work? They don't seem concerned at all. All I asked was a replacement *** and I will install it.

  Business Response

  Date: 03/28/2023

  Hi ******,

  Thank you for your patience, we apologize for the inconvenience you've faced with your ticket submission.

  Unfortunately, it does appear that the second agent who responded to your ticket did not give you correct information or identify what you were actually looking to do. We will absolutely assist with an exchange of the H1 AIO that came with your system and will be responding very soon with information on how to proceed with this AIO exchange.
  

  Apologies again for this confusion and delay, we will make sure to take care of you!
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19849216
  
  I am rejecting this response because: Now they tell me they can replace it but they dont have any. Why would I believe anything they say? Nothing but a run around 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/03/2023

  Hi ******,
  
  We do apologize for these additional inconveniences, unfortunately it does appear that the *** cooler that was sent with your original case is out of stock at the moment, but we would have no problem pursuing a complete case swap for you and send you the newest H1V2 case. 
  
  Unfortunately, this is the only option at the moment outside of waiting for additional inventory to come in, but you would be receiving a brand new case with the **** and updated *** cooler as a replacement for your original problem.
  
  Please let us know if you had any additional questions or concerns.
  Kind regards,
  NZXT

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19849216
  
  I am rejecting this response because:while they did offer to send me a new case , (not sure if its free or just selling me a new one) this would entail me disassembling my computer and reassembling all my components in the new case. That *** seem simple to them but it is beyond my ability. If they will not cover me taking it to a local computer repair company, I guess my only option is to wait for them to restock and hopefully contact me when they are available. I think this is poor inventory management but at least they are responding to my request.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/05/2023

  Hi ******,
  
  Again, we do apologize for the inconveniences you've faced with your purchase and service from us. The case would be entirely free and would be an upgrade to your original case as this would be a second generation of the H1V2 case you originally purchased.
  
  We do understand the inconvenience of having to swap cases due to our unavailable inventory, but if you were okay with waiting, we will make sure to get your replacement AIO shipped as soon as we have them!
  
  Kind regards and let us know if you had any other questions.

  NZXT

  Customer Answer

  Date: 04/05/2023

   
  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:03/10/2023

  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.

  For about a month, Ive been going back and forth with NZXT over technical issues that are their responsibility. It started with a Kraken cooler that didnt operate correctly. They charged my card, sent the cooler, and walked me through putting it in. After following their instructions, the computer wouldnt work at all. They had me send the entire computer back along with the old cooler. They refunded the money spent on the new cooler and started a repair. After waiting forever for updates, they finally shipped my computer back to me with a whole new issue. The display doesnt work. I called support to try and fix the issue since I had literally just taken the computer out of the box and was rushed off the phone and sent a troubleshooting email to fix the problem. This troubleshooting link had nothing at all to do with my issue. The support person named **** rushed me off the phone after I waited 10 minutes to speak to someone (total call time was 12 minutes, so on the phone with support a lot shorter than the actual time I spent waiting). I then sent a long email stating I wasnt happy and requested a whole refund because of everything that has happened and got no reply. I tried calling again and got no answer after waiting a while. After spending well over $4,000 on a product, I expect it to work correctly or AT THE VERY LEAST get some help with said product when I call with an issue.

  Business Response

  Date: 03/24/2023

  Hi ******,

  Thank you so much for your incredible patience, we apologize for the delay in response and for the issues you've experienced with your system and multiple RMA's with us.
  
  After reviewing your tickets with us, it is clear to us that you have not had the greatest experience and we would like to hopefully turn that around for you.
  
  At this time, we have notified the agents you are working with to provide you with fresh packaging materials so you can safely ship the ** back to us for full diagnostic and repair. Along with this you will be provided a prepaid shipping label with express shipping to and from so we can offer quick turnaround for your system.

  As soon as this is provided you will be sent an email update, and when we receive your system, our team will make sure to include repair notes, and any kind of video footage if they are able to do this.
  
  Please let us know if you had any additional questions or concerns and have a great day.

  Kind regards,

• Initial Complaint

  Date:02/10/2023

  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.

  ive had nothing but problems with the nzxt computer. My first issue i sent the item nzxt swapped pieces out and the item arrived damaged back at my house the bottom of the chasis bent. Everything was fine for a bit till this morning when the computer started going into a boot loop and not psosting to the screens. I use this computer for work and need something reliable.

  Business Response

  Date: 02/15/2023

  Hi ******,

  Thank you for your patience, very sorry to hear that this is happening to your system!

  At this time we have located your ticket and will be responding with troubleshooting steps to hopefully resolve this crashing problem you are experiencing.
  
  Unfortunately, we would not be able to provide a refund as the system is well past the 14 day return for refund period, but we would absolutely be able to assist with an RMA for repair for the remainder of your 2 year warranty with us.
  
  Kind regards,

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19381495
  
  I am rejecting this response because: this is the second time this has happened within roughly a year. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/03/2023

  Hi ******,
  
  We do apologize that this is the second issue you have experienced with your PC, but please note that your system includes a 2 year warranty to assist with issues like this and we only provide a 14 day return for refund period from the day you receive your system, which would have ended back in 2021.
  
  We see on your ticket that you were sent additional steps, if you are unable to resolve the problem with the troubleshooting help of our team, we would always be able to assist you with an RMA for repair so you can send the system to us to be repaired by our build team.
  
  Your warranty will remain active until November 17th, 2023.
  
  Please let us know if you had any additional questions or concerns and have a great weekend.

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  NZXT will not Replace my Case Because it came from a Retailer It has a 1Yr MANUFACTURER WARRANTY. Replace it with a H510 Flow or a H7 flow .Sticker on case CA-H510B-B1 SN:37202833700216 NZXT you guys have 30 days to replace this if not then further action will be taken as Warranty refusal and that is not good

  Business Response

  Date: 02/06/2023

  Hi *******,

  Thank you for your patience with us, apologies for any kind of delay.
  
  At this time we have located your ticket but do not see any kind of mention or request for a case exchange with us, or any information regarding why you are looking for a case exchange.
  
  If we have this information, we can absolutely assist if you are still within the 2 year warranty of the case you purchased with us.
  
  Let us know if you had any additional questions or concerns!
  
  Kind regards,

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 19340874
  
  I am rejecting this response because:

   

  I would like to do a Case Exchange with NZXT so H510 is not around instock. I would like either a H7 or the Elite version 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/09/2023

  Hi *******,

  Thank you for your continued patience with us, we appreciate it.

  After locating your ticket history we do see the damage claim for your case and our team has already submitted a replacement parts order to ship you the panel you need to resolve the damage on the case.
  
  These should ship very soon, and our team will update you with tracking information once that does happen.

  Kind regards,
  NZXT

• Initial Complaint

  Date:02/04/2023

  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 invested in the products and services from the company in question. I have requested customer support for one of the services known as NZXT CAM, a computer monitoring and required software to operate all other mechanical products (e.g. Computer case fans, All-in-one liquid cooling pumps) from NZXT ***** The software itself seems to negatively affect my computer when in use, even bring the whole computer's operating system to a halt. And, simply avoiding, or not using the software would result in diminished and even no functionality from all the other products I have invested in from the company. If I had known the software to manage their products was broken, I would have not invested in the products outright. Though as any consumer would, not wanting to waste my money and to enjoy and use products I have already acquired, I reached out to NZXT **** for customer to support over the last couple of months starting on 12/20/2022. The first attempt resulted in minimal feedback, eventually leading to no resolution. The remaining two attempts since then have only resulted in automated messages and no actual customer support. The lack of support in addition of NZXT **** neglecting inherent issues with their service puts me in a rough spot without any recourse. I do not mind technical issues, especially with computer software where it's not uncommon when things do no behave as expected; however, I do mind when a company sells those products and services, ones with technical issues, and offers no support.At this point, I would like NZXT **** do what I initially requested: (1) fix the negative effect their services have on the rest of my computer. And if that is not currently possible, (2) then give written documentation and reassurance that a fix is coming so that I have recourse if they continue to neglect me.If neither of two resolutions are attainable, then (3) I would request NZXT **** refund me for the products I bought that rely on their broken service.

  Business Response

  Date: 02/06/2023

  Hi *******,

  Thank you for your continued patience with us, we apologize for the delays you've experienced. At this time, we have located your ticket and have forwarded your information to our internal development team to assist us with taking care of your log in problem. As soon as this process is completed we will reach out to you with additional information and see if you still experience the problem you're having logging into the software.
  
  In the mean time, I would recommend logging in as a guest if you have this option available, as you will gain full functionality of the software but will not be able to save lighting settings.

  Let us know if you had any additional questions or concerns.

  Kind regards,
  NZXT

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 19332640
  
  I am rejecting this response because it is does not cater to the specifics of my issue, never once confronting any of my concerns and experience outlined in my initial response. While the business's response does contain a singular troubleshooting step, it does not pertain my concerns. If I were to humor this troubleshooting step and believe it to be a serious act to aid in my struggle, I can confidently from experience that logging in as a "guest" does not resolve the issues I am experiencing. I feel the entire response given by the business is boilerplate, generic, and simply an afront towards my concerns.

   

  Simply: My concerns where never addressed.

  Business Response

  Date: 02/09/2023

  Hi *******,
  
  Thank you for your patience, after reviewing your ticket history with us we do see that you mention the *** software causing freezing for your system. This is unfortunate and something we never want any of our customers to experience. At this time, we have also brought this issue to the attention of our ******** for further investigation. Unfortunately, we do not have any available troubleshooting steps to remedy this freezing issue outside of completely uninstalling and reinstalling the *** software until a patch is released on the non-beta version.
  
  If you have not done so already, we would recommend uninstalling ***, removing all remnant *** files from your %appdata% folder, and install the *** beta version instead, which you can find here.
  ***************************************************************************************************************1aeivyz*_ga*MzE4MTczNDUyLjE2MjM2OTM4MDQ.*_ga_4WZYQZ20MC*MTY3NTk2MTMyMi4xLjEuMTY3NTk2MTMzOC40NC4wLjA 
  
  This beta version should resolve the crashing issue you are experiencing, but if not, please let us know.

  Kind regards,
  NZXT

  
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19332640
  
  I am rejecting this response because your proposed solution did not help.

  No, the *** beta did not help my crashing and system hang issue. 
  
  I have sent over a video to your team which demonstrates how your application afflicts my system. Even in minimal Safe boot, with minimal drivers and services running, your software causes crashing and instability with my system. Please revisit your resources to come up with an effective solution.

  
  *******