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:02/21/2024

  Type:Product 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.

  Order placed: 23JUN2023 Amount Paid: $2,218.05 Origin committed to provide: A fully functioning latop Nature of dispute: Ordered the laptop 23JUN2023 and received it the very end of June. Laptop then started having "black screen lockups" in AUG/NOV23. Reached out to support the end of NOV23 for drivers to try and troubleshoot. Driver updates did not help, reached out to support 14DEC23 and they had me reload windows, which didn't help. Laptop went back for repairs and was delivered to Origin in 6DEC23. Laptop was returned to me 31JAN24...two months later and after minimal/no updates on progress other than me calling about it. Upon inspecting the laptop I found the graphics card was replaced with a lesser model and I was not told, nor compensated for this unauthorized change. I contacted support yet again and was told to send the laptop back and I asked for a full refund which they accepted to. Laptop was sent back to Origin 31JAN24 and they received it 2FEB24. Called three different times over the past 3 weeks and was told: it is being reviewed and accounting is processing the request, but that has been for the past week and half. I was told on the phone that I had to email them to reach accounting to get more of a refund status update. Has the business tried to resolve the problem: Technically yes, but it seems that I am only seeing movement with my persistent calls/emails about the issues. This whole process has been going on 4+ months and half of that Origin has had the laptop in their possession. RMA #: **********

  Business Response

  Date: 02/21/2024

  We spoke with the accounting manager and we we're able to have the refund processed. The customer was emailed the transaction total as well as the transaction ID. The funds will be in his bank is a few business days.

   

  Thank you,

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution should not have come to be needing the BBB to get involved.  I feel that if I have not contacted the BBB, nor have I been constantly contacting the company no resolution would have been accomplished.  This 4 month process it has taken to get everything sorted out is absurd and I'll be rating the business a 1 star on BBB.  Thank you BBB for your prompt assistance in this matter.
  
  Sincerely,
  
  ***

• Initial Complaint

  Date:02/16/2024

  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.

  Order #****** was placed 11/02/23. I was shipped a completely dead laptop to the tune of $3349.71. 2 weeks later I was shipped another completely dead laptop, order #******, to the tune of $3485.47. I have shipped this 2nd bricked laptop back and it was received by Origin pushing 2 weeks ago. Not a single person has reached out to me by phone or email to state what is going on with this laptop, when I can expect a new one/fixed one, etc. I have emailed countless times with zero responses. I have called yet no one answers the phone. High dollar purchase and I am being ignored. Origin and Corsair flaunt their customer service and support as being unmatched and excelsior when it is anything but. I paid for an extended warranty on this laptop and I can't even get them to answer the phone or answer an email.

  Business Response

  Date: 02/16/2024

  We have informed the customer that his repairs have been completed and it will be shipping out shortly. We will provide shipping information once received from our shipping department.

  Customer Answer

  Date: 02/18/2024

  After filing this claim, Origin PC magically got ahold of me the next day. What do you know...? Thank you for your time. 

• Initial Complaint

  Date:02/15/2024

  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.

  This started with me having my PC sent in to figure out performance issues in November I've been having tried to troubleshoot with them I tried everything I could find myself that didn't help and they wanted me to ship the whole PC back which I did shouldve just dealt with them after it got to them I received an email from them saying I improperly packed it I followed the instructions that I read about took pictures and was told thanks for the pictures not that one of the inside which is where they said I didn't pack right I tried to explain that it was missing instructions I wanted my PC back I paid the $200 knew it would take forever or pointless to report them I never have before the money was to replace the motherboard and they was trying to get me to replace the Graphics card most expensive part saying it all was physically damaged then I got a message saying that my Graphics card still worked that I didn't have to replace my card wasn't until after I said I couldn't replace it how many people have they gotten that just payed when I got it back it didn't work for very long contacted thrm they sent a card that didnt fix it I didnt wanna send PC back after what happened somehow got talked into sending it back and with the right instructions it was packed properly now after a month they saying engineers couldn't find anything wrong now I'm mad enough to report them I can never afforded this kind of PC I'm on disability was a gift from when my dad passed I think I've been beyond patient all I wanted was my original performance issues fixed I didn't even ask for my $200 until now but it's been over 3 months since I first sent my PC to them for repairs just want a PC back without issues and my money

  Business Response

  Date: 02/15/2024

  This system was repaired, and we believe the issue was software related. Once we reinstalled the operating system, it passed all of our test without any issues. We will be happy to refund the $200 shipping cost as well as extend his warranty for an additional 3 months for his trouble. We apologize for any inconvenience this may have caused. His system is being readied to ship back to him. 

  Thank you,

  Business Response

  Date: 02/15/2024

  We have more information on this repair. We confirmed that *************** replaced the motherboard. We apologize for the miss communication. Please let us know if you have any further questions or concerns.

  Thank you,

  Customer Answer

  Date: 02/15/2024

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

  They have stated they will refund and they fixed what was needed so it can be closed

• Initial Complaint

  Date:02/13/2024

  Type:Customer Service 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 original system on 12/28/2022. It arrived late with issues out of the box. I tried to update the drivers but several including the audio drivers, wouldn't update. The sound quality was terrible. I called customer support and I was told that I had to reinstall windows, without any trouble shooting. I found out this is the standard response from Originpc, they put the onus on the customer to reinstall windows. I refused and asked for an escalation and got someone who was knowledgeable and was able to get the sound working properly. However, a few months later there were graphics issues and the system was crashing. This time I did follow the customer service recommendation to reinstall windows. It didn't resolve the issue. The customer service representative changed things in bios and locked me out of my system. He didn't know how to get back in and freaked out and wouldn't transfer me to someone else. I ended the call, called back because I knew it would be a long hold time to get someone else, and eventually I found my bitlocker key using different computer and got myself back in. Eventually an agent answered the phone and told me that my cpu was fried and that I had to send it back in for repairs. Origin took weeks to replaced the system, and the new one arrived with same issues out of the box. They accused the shipping company of damaging it, and offered a replacement. A supervisor sent me an email asking if I would prefer a desktop because I had issues with the laptops. I was livid and shocked, I bought a laptop because I want a laptop. The new one just arrived with a windows message saying that I had to activate Windows in settings but settings was not available. I called customer support and was on hold waiting for a customer support agent for 2 hours and 23 minutes before I ended the call. I restarted the system and was able to activate Windows. However this system has the same sound issues as the previous two and the driver updates are failing

  Business Response

  Date: 02/14/2024

  We received a BBB complaint from this customer last month using her full name. This will be the second complaint using a shortened version of her name.  We resolved the issue by exchanging her laptop for the second time making it the 3rd laptop she has owned. We believe the issue she is running into is being caused once she starts tinkering with the software installed from the factory as we confirmed everything was working as designed before it left our warehouse.

  We have also exchanged her system even though she was out of warranty as a courtesy. One of our senior support agents will be reaching out in order to assist with any questions she may have later today.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21290274
  
  I am rejecting this response because: It arrived out of the box with these issues. I called the 24 hour support line immediately.  I was on hold for 2 hours during which I tried to update the drivers with the same program Origin technicians told me to use in the past.  It arrived BROKEN.  I did not tinker with anything.  I want a working computer.  What reason would I have to do this?  It's the same issue other people are experiencing, your systems components are not compatible with Windows and that is what we are finding out now that one of YOUR technicians called me back.  How dare you accuse your customers of tinkering?   Now I just want a full refund plus money for the time I've spend dealing with Originpc incompetence and victim blaming
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/14/2024

  added a screenshot

  Customer Answer

  Date: 02/14/2024

  the technician I am working with right at this moment just spoke with the technician who installed my drivers and he ADMITTED that he didn't install one audio driver.  They are trying to *********** to a dropbox because that technician just left.  SERIOUSLY?   and you tried to blame me?  what kind of company is this?

  Customer Answer

  Date: 02/14/2024

  windows was installed improperly, as well as the audio drivers being not installed at all

  Customer Answer

  Date: 02/15/2024

  After talking with the technician who has been helping me over the last two days I am going to put a hold on this complaint and give Originpc the opportunity to work on the issues that this laptop arrived with.

  Customer Answer

  Date: 02/15/2024

  the only reason I am closing this case is because of one person at Originpc, ******.

• Initial Complaint

  Date:01/02/2024

  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 purchased a computer through ************************************** and since they were taking an unusually long time to process my purchase, i decided to cancel my order (before the item was ever scheduled to be shipped) and requested my money be returned to me. I initially sent a wire transfer from my bank account to their business in the amount of $1,832.75 on November 28th 2023. I requested a full refund of my money on December 12th 2023 and have not received my money back. I have worked with an **************** via email and he has stated that he has sent my request to support multiple times and updated my request with them and he has heard nothing back and they have done nothing to fulfill my request.

  Business Response

  Date: 01/17/2024

  The refund was processed and issued yesterday January 16th. We also notified the customer of this.

   

  Thank you,

• Initial Complaint

  Date:08/05/2023

  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 an Origin PC gaming laptop in Fall of 2020, for well over $2,000, trusting the "24/7 Lifetime Support" advertisement on their website. That promise was not kept as I attempted calling their support line and was told by an automated assistant that nobody was available to take my call.

  Business Response

  Date: 08/07/2023

  We do offer 24/7 phone support however if all of our agents are on the line with other customers, you will need to leave a message and we will get back to you. We looked through this customer call history and see that all of his tickets/calls were addressed, the last being on February of this year.

  We will be happy to reach out and assist with any issue's he may have.
  

• Initial Complaint

  Date:06/18/2023

  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.

  Date of purchase:was November 2, 2022. Over $4,600 was paid to OrginPC. The company based on advertzing promised support 24/7 365 days a year though access to technical support. False advertising. The nature of the complaint is that the company has failed to be available despite their advertising saying otherwise. Confusing paperwork does not identify proper identification of numbers to create a repair ticket without direct human interaction. Company knowingly engages in false advertising. Tracking information is unknown as they have misidentified multiple numbers on my receipt. I sent two response emails on Saturday and received no further response.

  Business Response

  Date: 06/20/2023

  Good morning,

  We did have limited staff this weekend due to the Holiday on Monday. The customers repair request was processed this morning and he was sent instructions and a pre paid return label in order to send his system in for service. We apologize for the delay.

   

  
  

• Initial Complaint

  Date:01/20/2023

  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 Nov 28th, 2022 I orderd a high end gaming computer from OriginPC. The order shipped Dec 29, 2022, nine days past the original communicated date, and was delivered Jan 3, 2023. Unfortunately, the computer was defective with no video output. Technical support troubleshooted the system with me but decided that it should be returned for repairs, assuring me that he put a note into repair to have it expedited. I shipped the computer on Jan 4, 2023 and it was received by OriginPC on Jan 6, 2023. On Jan 10 I utilized OriginPC's RMA tracking system to check the status. Unfortunately, it did not even show they had received it. As a result, on Jan 10, 2023 I sent an email to the technician asking for an update. In return, I received an automated response stating that it was now received and that I would be notified once diagnostic work began, what was defective and the repair status. Nine days later on Jan 19, after no further update whatsoever, I checked the status on their system. No further information was provided other than an expected ship date of Dec 31, ****, almost 2 years from now. I therefore called and spoke to a representative, asking for an update. The representative only told me that it "looked like it was in repair". No assurances, no update on what was wrong, and no expected delivery date. I requested to obtain a more thorough update, yet the representative said this was all he could tell me. I informed him that OriginPC had failed to meet their documented commitment on communications and repairing my computer in a timely manner. I requested to receive a more detailed update by 12pm EST, Jan 20, 2023, or I would proceed with filing a formal complaint with the BBB. He stated he would try to get a technician to call me. Unfortunately, nobody felt it was important enough to call me. At the very least, I am requesting an update of the status and an expedited repair. If my system cannot be repaired, provide an immediate replacement.

  Business Response

  Date: 01/25/2023

  Repair was completed and the customer was sent tracking information and is set to arrive tomorrow.

  Customer Answer

  Date: 01/25/2023

   
  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:01/18/2023

  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.

  The attached PDF outlines the exchanges between Origin PC and myself. I've already contacted my credit card used for the purchase, Apple/******* *****, requesting a dispute/refund of the transaction. If you need anything else please let me know. Thank you

  Business Response

  Date: 01/24/2023

   

  Our team has been experiencing delays processing order due to the holidays however the accounting team verified that this was refunded and credited back to the original form of payment on this past Friday.
  

• Initial Complaint

  Date:12/16/2022

  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.

  Placed an order with Origin PC on 12/08/2022 in the amount of $4,208.49 and canceled the order the next day on 12/09/2022(Order# ******). Talk to a customer service rep for the company named **** who said the refund would take 3-5 business days. Today is the the fifth day and I called **** inquiring why my refund has not been put back on my account and now I'm being told it's a hold on their end with putting the parts for my order back on the shelf, and I need to check back in next week. I just want my money back and to never have to deal with these people ever again!

  Business Response

  Date: 12/16/2022

   

  Refund was processed and can take 2-3 business days to reflect in customers bank account. He was informed that if it does not appear by Tuesday, to contact us and we will investigate.
  

  Customer Answer

  Date: 12/19/2022

   
  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.
  Finally received a refund today! Glad to never have to deal with these people again!
  Sincerely,
  
  ***********************************