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:12/09/2022

  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.

  I ordered a PC on October 31, 2022, totaling $3820.97. My PC arrived on November 15 and was dead on arrival, would not turn on at all. I called support and we went through basic troubleshooting steps, including unplugging and plugging the motherboard back in, removing and reinstalling the **** etc. It was at this point I discovered the *** wasn't even secured properly, but that was not the main issue. The system still would not turn on, so the agent arranged for a return for repair. As he set this up, I asked about Origin's claim that they test all PCs before they are shipped out. He confirmed they did, claiming the issues probably arose during shipping.Frankly, this doesn't seem likely, *** should be fairly secure when installed properly and I can't see how the machine would completely fail to power on after shipping, but that was their claim. As I thought on it, I realized that if shipping was the issue, then sending a $3800 machine back to ***** and then back up to me and hoping it would work the second time wasn't something I was willing to risk. I asked to do a full return and refund instead. I was told I'd pay for shipping and a 15% restocking fee, which I won't go into because their customer service worked to have that waived and I'm satisfied with that portion.I dropped the machine off at the *** store on 11/17, it arrived back to Origin 11/23 per *** tracking. Origin's email states processing should take 2-3 business days after arrival. It is now 12/9, I have not received my refund.I have emailed multiple times, including again this morning, as $3820.97 is a lot of money to be out. I was told this morning that I should hear back from Origin today, I did not. I just want my money back.To Origin: I would like to compliment ************ in customer service, he took this issue seriously and did the best he could to assist me, he excelled where the rest of the company did not.

  Business Response

  Date: 12/12/2022

  Currently all of our departments are a bit delayed due to the Holiday rush. I looked into this issue and found that the refund was processed on this past Friday. The customer was informed and provided with the transaction details.

  Customer Answer

  Date: 12/13/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/29/2022

  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 a 3k PC with an *** pump. The *** pump is leaking coolant immediately. Contact customer support and they want me to send back the damaged unit first before they can ship out a replacement. This is not acceptable. A decent vendor would have ship out a replacement immediately before waiting customer to send back the damaged part.

  Business Response

  Date: 11/30/2022

   

  We contacted the customer after reviewing his issue, we apologized and offered to replace the faulty component at no cost. The customer refused and asked us to close the ticket.

  
  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18476082
  
  I am rejecting this response because:

  The vendor's offer is too late.   I have order the replacement part from other vendor and fix the defect myself already.

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

  Business Response

  Date: 12/06/2022

  This customer was contacted by Management the same day he stated he did not want to pay upfront for a replacement. We waived any fee's and he still refused a replacement part.
  

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18476082
  
  I am rejecting this response because:

  As a customer, I should have been offer this no-deposit required replacement right after I reported the defect.  NOT UNTIL I complained.   Origin's policy need to be change their policy to offer customer a no-deposit required replacement.  Not only offer it to customer who complained only.

  Again, Origin's no-upfront deposit offer is AFTER I place my own replacement order from other vendor.

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

• Initial Complaint

  Date:10/10/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for my Origin EVO-15S (Order #******) on July 5, 2022 for a WHOPPING grand total of $3,443.55USD and received my laptop a week later. I set my laptop up over the first two days of receiving it and then set it aside in a protective case on an unused shelf. I had expressed in the first couple of weeks my concerns regarding the duration of the battery, but was merely brushed off as "normal." I then took it down in preparation for my departure to college after it had sat on the shelf for roughly a month, turned on only twice between that time to ensure its functionality and install various other pieces of software as they became available from my university. After roughly three weeks of very gentle use I noticed the left hinge cover had popped off. I had also noticed prior that occasionally the #2 key had popped off from the chassis (It just did it as I typed the #2 here ironically enough,) and thus called Origin to initiate a complaint. During the now month long battle between Origin and myself my right hinge cover has also now popped off. Then Sunday evening I pick up my laptop to bring it closer to me only to notice the exterior of the laptop is well in excess of 110*F. So hot that I couldn't touch the laptop for more than a few seconds. Origin has been radio silent for nearly two weeks now following a fairly firm email from myself. I have requested Origin to exchange the laptop citing awful build quality and concerns for what else is to break on my laptop after discovering the build quality is less than satisfactory or acceptable for a three thousand dollar laptop. Origin noted that they were unable to exchange the laptop because of the policies set out by their parent company *************** ***** I am beyond frustrated and disappointed by the response I have received thus far from the company. I am a freshman in college and being without a laptop will significantly inhibit my ability to complete academic work. I will no longer be a customer.

  Business Response

  Date: 10/25/2022

  We offered this customer a repair or an exchange. He sent his computer in and is currently in our repair facility. He is actively communicating with our support agents an seems happy about the resolution.

   

  Thank you,
  

  Customer Answer

  Date: 10/25/2022

   
  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.
  

   

  I also attempted to retract this complaint after receiving external correspondence from the company external of this complaint by contacting the BBB and received no reply.

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

• Initial Complaint

  Date:09/16/2022

  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.

  I purchased a laptop from Origin PC back in October 2020 for over $3000 after tax plus the extended warranty, which I got around November 2020. After receiving the unit, the Display was separating from the enclosure from the day I got the unit. I waited about 3 weeks before I called them about it because I did not want to send it back right away after getting a new machine. After speaking with their support, I sent the machine into them for repair which took about 3 weeks for me to get it back. Needless to say, I got it back and within a few days, the issue reoccured. At this point, I did not want to send the unit back for another 3 weeks and just dealt with it because I had extended the warranty for an additional year and figured once I am in a better place to not be without it, I can send it off for repair again. Come around to June 2022, I contacted their support because the separation was getting worse than before and the screen was nearly falling out of the enclosure. After speaking and emailing their support, their advice was to "use more adhesive to hold the display with double sided tape." Not only did I try this and it did not work, I got really frustrated and decided to put up with it. Come a few months later to September 1st 2022, the display fell out of the enclosure completely on the left side and caused a crack in the panel on the opposite side where the adhesive was still held on the backside of the screen which is where the crack appeared to be inline with.I contact their support, send it in for repair under warranty, and come to find out they want to charge me nearly $200 after taxes saying I damaged the product.Currently the unit is still in their possession for repair. I want them to either fix it under warranty like it should be, refund my extended warranty that I paid for, or replace the unit with a non defective unit.

  Business Response

  Date: 10/20/2022

  The customer was contacted and we agreed to cover his repair under warranty. He was happy and his computer was repaired and sent back to him.

  Customer Answer

  Date: 10/20/2022

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/03/2022

  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.

  Purchase Gaming computer on July 3rd. First Shipped to me on the 12th of the same month. Was shipped to the wrong address. Was recalled and reshipped but went to the same incorrect location. The second shipment was Only free T-shirt and mouse pad. It was delivered to ********************, instead of *********************. So no computer has arrived

  Business Response

  Date: 08/03/2022

  We thank you for bringing your concerns to our attention, it is greatly appreciated. ORIGIN PC always takes customer feedback seriously and will use it improve our services in the future. We wish to apologize for the negative experience ************** has had.   It is not the ORIGIN PC experience we work so hard to provide our customers. Unfortunately, things sometimes do happen, but if they do, ORIGIN PC is always more than willing to work in good faith to address them.
  
  In regard to Mr.Clarks concerns, we have located the shipment and will be shipping the unit out immediately and provide tracking information once available.