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:06/16/2025

  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.

  
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because: I do not want a replacement system and do not want to do business with Cybertron Inc./CLXGaming. I want a full refund. I have spent hours working with a manager at CLX and could not come to an agreement. CLX management had misinformed me multiple times about what parts were being put into the replacement PC and caused many delays. I do not want a replacement system, I want a full refund.
  
  
  
  Sincerely,
  
  
  
  ****** **********PC just to get windows to install. As of June 16, 2025, about 4 months of owning my PC, I decided it was time to clean the fans and do overall maintenance, I discovered that my AIO radiator is damaged in multiple spots, the metal fins are clearly bent. I found that at some point during assembly, the PCIE 5.0 slot latch was broken and is now completely missing. Leaving my graphics card not secured in place. After reaching out to CLX Gaming/Cybertron Inc support, I demanded a return with a full refund because I feel I was sold a faulty or used PC as “new." I was told that a return is not possible because the return window has ended. I’m waiting to hear back from the support team about warranty for the parts. I have no confidence that this PC will last beyond the 1-year warranty period. I completely regret purchasing this PC from this company and I feel like I was taken advantage of, given an inferior or used product for an expensive price tag.

  

  Business Response

  Date: 06/26/2025

  We would like to not only thank the customer for choosing CLX, but also apologize for the issues encountered.
  
  We would also like to respectfully address some of the content in the feedback.
  
  The system was originally delivered to the customer on 5th March, 2025, and they contacted us on 13th March, 2025, regarding an issue with the system fans.  After some troubleshooting, the fan issue was resolved - initially with the original fan controller, but for peace of mind for all involved, we did also send a replacement.
  
  While discussing the fan situation, the customer also mentioned that their CPU temperatures under load had been higher than they should be, with the top temperature mentioned being 4 degrees Celsius above the max rating for the CPU.  The customer further indicated that they had already addressed the matter, having reapplied thermal paste, stating that only half of the CPU was originally covered.  While we do not doubt the customer regarding the thermal paste coverage, we will state that such a situation is not the norm, and that the system passed full stress testing (every PC we build must do so, prior to shipping), without CPU temperatures exceeding the acceptable range, per the CPU manufacturer.  We would also mention that the tests we perform run the system at load.  This is because their purpose is to find any issues, and in fact try to get the system to fail -if it is going to-, prior to shipping to the customer.  Even so, whether due to stresses encountered during transit, something environmental, or an issue simply not expressing itself prior to delivery, it is unfortunately still possible for situations to arise.  When they do, we are happy to assist in addressing and remedying them.
  
  In this instance, the customer had already remedied the temperature issue, and we did sincerely apologize for it having occurred.
  
  After the replacement fan controller was delivered, we reached out to the customer, asking if they were able to install it without issue, and if there was anything else we could help them with.  The customer replied that they had received the controller, and everything was working great.
  
  Just to make certain that all was well, four days later, we sent another follow-up email to the customer.  We did not receive a reply to that email, and closed the support ticket.
  
  We did not hear from the customer again, until 86 days after their last reply, when they reached out to us regarding additional concerns.
  
  We would like to state that with regard to the customer indicating that they were having issues with their system booting and that they purchased another license for the O/S, had they contacted us at that time, we would have gladly assisted them, and they would not have had to invest in an additional license.  Our systems, by default, are covered by a 1 year parts, lifetime labor, warranty, as well as free lifetime technical support.
  
  As to the fins on the AIO radiator, a few of them not being straight is not entirely uncommon, even direct from the factory and fresh out of the box.  Unless there are a great number of them, there is no effective hindrance of air flow. The photos of the radiator provided by the customer did not show anywhere near the number needed to even begin to negatively impact the cooling efficiency in a noticeable manner.  Further, as with most such fins, they can be easily straightened if desired.  This requires only simple tools, such as a plastic card, e.g. credit card, or fin comb.  That said however, we can certainly understand why the customer might have been concerned, as well as their rationale in attempting to connect the fins and the overheating that had been encountered, but the few fins involved would not have been a contributing factor.
  
  Regarding the broken PCIe retention clip, it can be seen as being intact in the QA documents for the system, until such time as it was obscured by the installed graphics card.  While the customer did provide an image showing that the latch was missing, it is unknown when it first went missing, whether during assembly, transit, or after, with transit being the most likely.  The clips aren't overly easy to break, and while not something that happens frequently, when they do break it is most often during shipping.  This is why, when we can, we ship some of the heavier GPUs separately, to be installed after delivery.
  
  It should also be made clear that while we certainly understand how the customer might have felt so, they were neither taken advantage of nor given an inferior or used product.  The customer unfortunately received a system that did first express issues after testing and transit, as can happen with any physical product.  We will gladly stand behind the product, and are in fact -at the time of this writing- in the process of providing a replacement system to the customer.
  
  We hope the above has been helpful, and with communications again established with, and a full replacement system being provided to, the customer, we believe we are addressing their concerns in a manner that will make their overall experience a more positive one!

  

  Business Response

  Date: 07/09/2025

  We appreciate the additional feedback and the opportunity to respectfully address the commentary.
  
  With regard to misinforming the customer, there was a bit of misunderstanding on the part of both parties regarding the video card, which did result in a slight delay as options were presented to the customer for their approval.  The customer ultimately decided on the model we had initially used in the replacement build, as it best met their various preferences.
  
  While we appreciate the customer's predilection for a refund, as we have informed them from the beginning, this simply was not an option after the amount of time that had passed (several times the returns period).  We have been, and continue to be, glad to support our product, and to that end have provided the customer a fully new replacement system (which, as of the time of this writing, they have received).
  
  We believe we have addressed the situation in a manner that will provide the customer an improved overall experience with their CLX system, and should they have any questions or a desire for additional help, we will be more than happy to assist further!

• Initial Complaint

  Date:05/23/2025

  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.

  computer was returned faulty twice once with loose parts and the second time it still had the same faulty bios that kills the entire computer as it was sent in for making me question if they replaced it or just swapped the stickers around. i gave great detail and requested not to use this bios upon testing as requested by them the issues were worse then when i had sent it in occurring faster and more often also leading me to believe sticker swapping occurred instead of actually replacing the machine as promised ******************************************* as you can see having this bios compromises all parts of the machine and it cannot be repaired only replaced

  

  Business Response

  Date: 06/05/2025

  We appreciate the customer's choice of CLX, and sincerely regret the issues - including those beyond our control - encountered.
  
  We would like to respectfully address points / concerns raised in the feedback.
  
  First, with regard to the system that arrived with loose parts, the system apparently did have a very rough time dealing with the stresses of transit - despite our robust and custom packaging, and we were of course happy to take the system back and replace it.
  
  Second, as to the system that did not have the requested BIOS update, this was an unfortunate oversight on our part, due to human error and miscommunication.  We earnestly apologize, and steps have been taken to address the root causes, in an effort to ensure this does not occur again in future.  That being said, we will state flatly that the system was actually replaced, and did not simply swap labels/stickers.
  
  As of the time of this writing, we are in the process of supplying a replacement system, with proper BIOS version to the customer.
  
  We thank the customer for their patience, and hope the above has clarified the situation, and reinforced in the customer's opinion, our sincere intention to provide them with a properly functioning system, and an overall positive experience!

• Initial Complaint

  Date:12/13/2024

  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.

  I ordered their product through best buy. After almost a month and 2 failed deliveries, where best buy supposed contacted them. It was supposedly on the way. I ordered on 11-17-24. They didn't even acknowledge the order until 12-11-24. Then say they want to compensate but can't because of vest buy after they made me wait all day upon contacting them. I offered to cancel the bb order and buy it directly so compensation could be applied or they send it in another order. They so far Said they could give me a t shirt. Promoting them is the last thing I want to do. I want my computer and cheap or free after that insult. I filed a complaint on best buy as well. These companies are liable for their communication failure. I should not pay for it.

  

  Business Response

  Date: 12/20/2024

  We would like to first thank the customer for choosing CLX, and also apologize for the delays in fulfilling their order.
  
  The customer originally placed an order with a retailer that carries our products, on the evening of Sunday, 17th November, 2024, with an expected delivery date of Tuesday, 26th November.
  
  As 4th quarter / holiday period sales had already started to ramp up, some orders -including this one- were unfortunately taking longer to fulfill than normal.
  
  On Friday, 29th November, we received a cancellation request from the retailer, for the PO number of the order referenced above.  Please note that a cancellation request may not match the customers perspective of the sequence of events. We will address and clarify this in short order.  It is important to note that when an order is placed, the retailer in question provides the customer with a, "Customer Order Number", which is -NOT- the same as the PO number that is sent to us, when the order is released to us for fulfillment.
  
  Also on Friday, 29th November, we received a new order from the retailer, for the same product, with a different PO number, and an expected delivery date of Tuesday, 10th December.
  
  What had happened, is that the customer had requested that the ship-to address be changed from the retailer's location for customer pickup, to another address. It is also important to note that the ship-to name for an order shipping to a store shows only a first name in the ship-to field which is passed to our systems, not a full name, while an order shipping to a business or residential address shows a full name in our systems.
  
  To accomplish the address change, the retailer cancelled the original PO, and placed a new one.  As the data feed to us operates on PO numbers, and not the order number provided to the customer by the retailer (which remained unchanged), this appeared to us as two separate, and unrelated events.  It was not until investigating this matter, brought to our attention by the customer, that we discovered the above.
  
  Therefore, we believe that from the customer's perspective, there was a single order, placed on Sunday, 17th November, and not delivered until Saturday, 14th December.
  
  From our perspective, however, there was an order placed on Sunday, 17th November and cancelled on Friday 29th November, as well as an unrelated order placed on Friday 29th November and delivered on Saturday, 14th December, 4 calendar days later than the expected date.
  
  As the PO numbers came through to us as unrelated orders, the end result was that the original PO which would likely have been filled and shipped no later than 2nd December having reached the front of the queue, was cancelled, and the new PO created going to the end of the queue and not shipping until 12th December.  Please note that we did ship the package via a carrier that would perform a Saturday delivery, so that the customer did not have to wait even longer, until the following Monday, to receive their system.
  
  It is important to note that the customer had no way of knowing that changing the address would have such a consequence, and due to the way PO numbers vs. customer order numbers, as well as ship to names work, there was nothing to trigger an alert to us, to connect the two PO numbers/orders.
  
  The customer first contacted us directly on 11th December, which is when we started looking into the delay of the second PO, and discovered the situation with the first.
  
  The customer mentioned to us having 4 different chats with individuals at the retailer, and that they had told him each time he inquired about the order, that a 'special request' was sent to us.  We would like to state that we are not responsible for communications the customer had with employees of a different company.  In addition, we had several members of multiple teams, including supervisors and higher management, look for any additional communications from the retailer, and there were none.  We would like to stress that we are not accusing the customer of making inaccurate statements, and only stating that we were unable to locate any such additional communications from the retailer.
  
  To be clear, the above is not intended as an excuse -the orders were delayed- but instead merely an explanation and clarification of events and circumstances.
  
  We have made the customer three offers, with regard to compensation, one being a shirt, as mentioned by the customer, and two different monetary offers, which we consider to be fair.  As of the time of this writing, the customer has not accepted any of the offers, though we are hopeful they will reconsider, and that whichever of the offers they accept would help to improve their overall experience, at least a bit.
  
  Thank you!

• Initial Complaint

  Date:11/16/2024

  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.

  Dear Better Business Bureau

  In addition to the information in my previous message, I urge that you reopen the complaint due to their ableism not being addressed.

  While the company claims to have acted fairly and denies allegations of ableism, I believe the manner in which they offered compensation was implicitly ableist. Specifically, they waited until a time when I was off my prescribed medication for ADHD—a condition I have openly disclosed—before presenting a compensation offer. This timing led me to make an impulsive decision, which is a well-documented symptom of ADHD, and one that might have been avoided had I been on my medication at the time.

  
  By tying me to a decision made under these circumstances, the company's actions effectively disregarded the challenges I face as someone with ADHD and failed to accommodate the effects of my disability. This approach does not align with equitable or inclusive practices, especially for individuals with neurodivergent conditions.
  

  I believe it is important for the company to address this issue directly and acknowledge the impact their actions have had. I also believe the resolution of my complaint should reflect an understanding of these concerns.
  

  Thank you for your attention to this matter, and I hope you will consider reopening my complaint to ensure that all aspects of this situation are appropriately reviewed.
  

  Sincerely,

  ****** ****

  ***** the sole manager who has consistently listened to and accommodated my needs. CLX executives, however, have ignored my messages and refused to engage directly, despite my repeated warnings that the situation has severely impacted my mental health and nearly affected my physical health. Their silence and disrespectful treatment have not only been unfair to me but also to employees like ***** who is left to address problems created by upper management.
  
  I’m requesting compensation greater than my initial payment, an extended warranty, and a formal apology from the executives to both **** and myself. I also request that the manager who acted in an ableist fashion be given training on how to handle neurodivergent customers, but not face punishment. Due to character limits, I cannot cover all incidents in detail, but the issues mentioned illustrate the severity of the ongoing situation. This situation made an already hard year even harder for me and my emotional well-being.

  

  Business Response

  Date: 11/27/2024

  We appreciate the customer's feedback, and sincerely regret the ongoing issues that have occurred, for a variety of reasons.  While situations like this, i.e., repeated issues with a system, are not the norm, nor even common given the overall volume of products and customers involved, they do unfortunately occur from time to time.
  
  That said, we would like to respectfully address the statements in the customer's feedback, and will start by stating clearly that our goal has been, and is, to provide the customer with a properly functioning system.
  
  We especially dispute the accusation of "ableist" behavior.  We do not, and will not, negatively discriminate against individuals.  To do so would benefit no one, the customer, or us.
  
  Our communications were plainly stated repeatedly, providing in detail what we could/would and couldn't/wouldn't be able to do, in the process of getting the customer a properly working system, and to attempt to improve their overall experience.
  
  However, as indicated to us by the customer, the reason they felt our talk wasn't 'plain' was that as we were not addressing the situation as the customer desired, e.g., a full refund, with the customer retaining possession of the product, as well as a lifetime extension of the parts warranty, the sincerity of our statements that we wanted to help the customer were seen by them as disingenuous.  Nothing could be further from the truth.
  
  We did offer - and provide - a three month extension of the parts warranty (by default we provide a lifetime labor warranty and free lifetime technical support on our products), as well as the $100 mentioned in the feedback.
  
  In addition, we did further offer the customer a full system replacement, as well as another $100, neither of which the customer accepted.
  
  The system, as was the customer's choice of the options proffered to them, has been returned to us for repair - the cost of shipping fees, as has been the case this whole time, fully at our expense.
  
  We hope the above has been informative, and assert the following once again; we do care about the customer's experience; we do not, and will not negatively discriminate against individuals; we are focused on providing the customer a properly functioning product, and confident in our ability to do so.

  

  Business Response

  Date: 12/06/2024

  We have continued in our attempts to assist the customer, including offering a full refund for the system (with us retaining possession of the system), even though it is now more than 15 months since the original purchase.
   
  Every offer we have made -from a brand new full system replacement, to most recently a full refund- has been a sincere effort on our part to assist the customer. 
   
  Regrettably, no matter how reasonable, each offer has unfortunately been rejected, though we remain hopeful still, that the customer will reconsider.

• Initial Complaint

  Date:10/03/2024

  Type:Billing 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 Gaming computer for $3,750 plus tax on April 1st, 2024, which arrived a few days later. By April 30th it stopped working. The cooling fans stopped running. They would not let me return it for a new one and they kept texting several corrections which we tried all of them. They finally agreed to send a pre-package label and we ****** shipped the item to them for repair. They shipped it back still broken. We videotaped us plugging it in and showing them the fans still won’t run. They texted more directions and said they would ship us a new fan to install. We are not tech people and we want no part of repairing a broken computer. We asked for another label to ship it back and requested a label. They left us on ‘read’ and have not replied. I am researching lawyers, but I find it awful that I have to pay half or full price fora lawyer to deal with a 50-200 employee business that is giving us the run around. I searched their company on ****** and see many similar horror stories of them mailing back broken machines until the customers give up and hire a local repairman to fix it for their own customer charge. It seems their 1 year warranty is not actually a warranty and their business practices are shady.

  

  Business Response

  Date: 10/11/2024

  We would like to first express to the customer, our regret regarding the issues that have been encountered with the system, and assure them that we are in fact committed to providing them a properly functioning PC.
  
  We would also like to provide some additional detail, and respectfully address some of the points raised in the feedback.
   
  When the customer first contacted us, indicating there was an issue with the fans, we replied the next day, asking for the serial number of the system, so that we could look up the configuration and transaction, and assist.
  
  The customer replied that same day, and we were able that day as well, to provide some simple troubleshooting steps, to see if the issue could be remedied swiftly (many issues can be).
  
  We did not immediately hear back from the customer, and sent multiple follow-up messages, after which we received a reply which indicated that while the steps seemed to initially address the issue, it rapidly returned.
  
  We then provided an additional troubleshooting step, informing the customer that if it did not remedy the issue, the fan controller was the likely cause, and we would be happy to send a replacement, if the customer would confirm their shipping address.  The customer simply replied with their address, from which we inferred there had been no change in fan behavior after the troubleshooting step, and they desired for us to send the controller.
  
  The next business day, we shipped the replacement fan controller to the customer, and provided them with the tracking number.
  
  After the replacement controller was received and installed, the fans initially functioned properly, but within a few hours were exhibiting the issue again.  After working with the customer to make certain everything was connected properly, we arranged for the system to be returned to us for repair (we provided a prepaid return shipping label).
  
  After receiving the system, the issue with the fans not spinning was able to be seen, and in checking for the cause, it was found that a SATA power cable from the fan controller to the power supply was loose.  The cable was moved to a different connection location on the power supply, to reduce any tension that might be contributing to the cable coming loose.  All other connections were also checked, and when the system was turned on, the fans spun up without issue, running the rest of the day, and overnight.  The system, now working with no sign of the fan related or other issue, was returned to the customer.
  
  Two weeks after the repaired system was delivered back to the customer, we were contacted by them and informed that the fans were not spinning.  We thought perhaps something had again come loose, and so asked the customer to unplug and plug back in each of the connectors to the fan controller.
  
  The customer replied that they tried the plugs multiple times, but that the issue remained.  We offered to send a new fan controller, that we would test before sending, but after further discussion with both the customer and supervisory staff, it was determined that a Full System Replacement was a more prudent and comfortable solution for all parties.  As of the time of this writing, we have provided a prepaid return label for the original system, and are awaiting its return, while preparing to send the brand new PC to the customer.
  
  The above being said, we would like to address the comment in the feedback regarding a message being left on 'read', but not having been replied to.  We apologize for any seeming delay, and did respond to the message within a day.
  
  Also, with regard to other customers encountering similar situations, where a system exhibits issues even after having been sent in for repair, we can only state that yes, it does sometimes happen.  As with any other physical product in any industry, there are times that a product that performs well and passes testing in the workshop fails -either initially or after repair.  This isn't a sign of something shady.  We have absolutely no incentive to purposefully ship a new or repaired product that doesn't work.  We will not knowingly do so.  There is no benefit to the customer, or to us, in doing so.  Whether the issue is something that is missed here, due to the symptom not expressing itself during testing, or because of something that happens in transit, after delivery, or in a particular physical environment, such things will happen from time to time, no matter how rarely that is.
  
  We build and ship many, many, thousands of systems, and have been in business for nearly 3 decades.  Given those numbers, are there times when things don't go as hoped and/or expected?  Yes.  Are there times that even with multiple attempts an issue still persists?  Yes.  When that happens do we make every attempt to help the customer in good faith?  Yes.  If you look at our overall reputation both here at the BBB, and other review sites, are we consistently ranking in the mid to high 4.x scores?  Yes.  We point these things out, to reassure the customer that we are a solid, reliable, and customer-centric company, and are -as stated earlier- committed to providing them with a properly functioning PC.
  

• Initial Complaint

  Date:03/04/2024

  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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Business has not provided anything to respond to but a denial of wrongdoing. They do not wish to cover the the warranty because it is on them, not manufacturer. The motherboard was not damage when it was removed. They did not even properly refund the shipping as they were supposed to according to the emails they sent. (Over $40 they charged for the overnight on a product they didn't even have in stock.) 
  
  They aren't even willing to honor that minor amount that they committed to in writing: it will will be fun to see how they argue that they can be trusted with anything else.
  
  That said. Meaningless response tit-for-tat while the course of the law plays out is fine with me. 
  
  
  **********
  
  ***** ******

  

  Business Response

  Date: 03/14/2024

  We appreciate the
  customer's choice of CLX, and sincerely regret the issues encountered when
  addressing the replacement of the motherboard.
  
  The system, purchased in 2021, along with a 3-year warranty, is still in
  warranty and we were - and are - happy to stand behind our product with that
  warranty.
  
  To clarify, with a cross-ship replacement, instead of awaiting the return of
  the original item to be exchanged, prior to shipping the replacement, the
  customer pays for the replacement item, which is then shipped as soon as
  possible. The replacement item charge is then credited back, after the original
  item is returned to us, if being covered under warranty.
  
  The customer
  elected for this option, and paid for the replacement item and the overnight
  shipping method.
  
  However, after the customer paid for the cross ship item order and it was sent
  back to the warehouse fulfillment team to be pulled and shipped, it was
  discovered that we unfortunately did not have an exact replacement
  motherboard. 
  This resulted in an inadvertent delay, while a different and suitable motherboard was
  proposed to, and approved by, the customer and then shipped.
  
  In the meantime, the customer has been/will be refunded for the overnight
  shipping fee, and the approved motherboard was still shipped via the overnight
  method, arriving at the customer's location the day after being
  shipped.
  
  After receiving the motherboard, the customer contacted us regarding an issue
  with memory, which we are also exchanging. Due to this recent development, at
  the time of this writing, our Customer Service Team continues to assist the
  customer.

• Initial Complaint

  Date:12/24/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not even attempt to resolve my issue. The package label was fully attached to the box before being dropped off. The image was taken while I was in the process of finishing the box for drop off. A full page copy of the shipping label was also inside of the package, taped to the bubble wrap around the video card. CLX Gaming is more interested in their own bottom line than making sure that the customer is satisfied. Taking the side of the delivery company OVER the customer is proof of that.

  Please note that I've also emailed numerous times recently for additional documentation from CLX Gaming that would assist me with filing my own claim with *****, which they have REFUSED. Without any type of proof of what they claim the value of the video card is, I am limited in even filing my OWN claim with *****. 

  ***** policy states that only the company or individual that pays for the label is allowed to file a claim, but in light of CLX's lack of cooperation, ***** has made an exception. They even have expressed how unprofessional they think this situation is. CLX is well aware of ***** policy on claims, as are other companies that sell computers. These companies understand that lost or damaged packages are their responsibility, but of course CLX is more of a "it's not my problem" type of company.

  And tell me, why was it necessary to tell your agents to refuse future calls from me? Very juvenile and unprofessional.

  All of this over a used, pre-owned, video card. If you sold new or like new products, these problems would not happen. Defective motherboard. Defective memory. Cables and wires not properly connected upon delivery. Defective LED module. and the list goes on. Check your call logs, if your agents are doing their jobs you'll see all of these issues documented. I should have returned the entire computer when I had the chance. That is my mistake.

  Disgusted and Angry,

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

  . It is the responsibility retailer, seller, or company that provided the ***** label (Cybertron / CLX Gaming).

  

  Business Response

  Date: 01/03/2024

  We would first like to state that we regret both the initial issue encountered by the customer, as well as the situation that has arisen regarding the return shipment of the graphics card.
  
  At this time, we continue to work with ***** in an attempt to locate the package, so that it can either be delivered to us, or a lost package claim be awarded, either of which would enable us to further assist the customer.
  
  While that would normally have been a straightforward matter, the situation has been complicated by the fact that ***** never scanned the prepaid return label that we provided to the customer for the return of the graphics card. 
  
  The customer indicates that the package was placed into an unattended free-standing ***** drop box location (much like a mail box), and so did not receive any type of receipt or paperwork from *****, to show that they took possession of the package. (We would like to stress that we do not doubt the customer, when they state they put the package in the drop box.)  ***** also failed, as mentioned prior, to scan the label.  Had they done so, this also would have proven their possession of the package.
  
  We are currently attempting to get ***** to check their warehouse/facility that is local to that drop box location, for any packages that have damaged or missing labels, in hopes of locating the package.
  
  This is because in looking at the various images provided by the customer, we noticed something that made us wonder if the label had been damaged or torn from the package.  In an image of the package, the prepaid label was attached to it, but was not fully covered by tape, and had multiple loose/uncovered edges and corners, that may have gotten caught on something, resulting in damage to, or removal of, the label.
  
  Once we hear back from ***** (which may yet be 8 - 10+ business days from the time of this writing), we will better know what options we have regarding the matter.  We very much want to assist the customer further, and are hopeful of positive efforts/news from *****.
  
  We hope the above has been helpful in clarifying the situation, and reassuring the customer that we are making every effort on their behalf.

  

  Business Response

  Date: 01/05/2024

  We appreciate the
  customer's patience, while we awaited additional word from the carrier,
  *****.
  
  Prior to our initial reply to the customer's feedback, we had reached out to
  the carrier, asking them to investigate and see if they could locate the
  package.
  
  They could not, and therefore, as there was also no scan of the label, providing them with internal proof  that they had taken possession of the
  shipment, they denied the claim.
  
  After looking at the images provided by the customer with their feedback,
  including one of the package with the prepaid label provided by us, showing the
  label as exposed to potential damage, including being torn off, at several
  corners and sides, we reached out to the carrier once more, to see if they
  could check their local facility/warehouse for packages that had damaged or
  missing labels.
  
  The carrier responded within relatively few business days, indicating that what
  we were requesting was already part of the process for their investigation for
  the claim they had denied, and the package was not found.
  
  We then asked if we could appeal/dispute their decision on the claim, and were
  informed that we cannot.
  
  As far as the carrier is concerned, they never received the
  package.
  
  Regrettably, despite our desire to do so, this exhausts our options for
  assisting the customer further.  We have
  made every attempt to assist the customer, both with the original issue, and
  with the unfortunate circumstances regarding the unsuccessful return of the
  video card for exchange.  However,
  without a positive claim ruling, there is nothing else we can do at this time.

• Initial Complaint

  Date:09/25/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am aware of the timeline - as previously mentioned in communications, my discussions with the vendor state they just need a response from CLX stating the system should be allowed to be returned. If that is not being done based on 1 day past 30 days because I’m a busy woman and it took me a few days to send an email for support, again, that is very poor customer service, especially when according to your response, it is the vendor that would be out the money on the refund. The system clearly broke prior to 30 days. Two faulty systems is not just a fluke.  

   

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

  

  Business Response

  Date: 09/26/2023

  We appreciate the customer's choice of CLX, and sincerely apologize for the issues that have been encountered, and have kept their current experience from being a satisfactory one.
  
  While the overall rate of issues with our systems is quite low, as with any product of any brand, there are those that develop/express issues after delivery.  When this happens, we do our best to assist the customer, and try to make their experience moving forward, as positive as possible.
  
  This being said, we would like to -respectfully- provide some additional information, and address points raised in the feedback.
  
  The third party vendor the customer purchased the system from released the order to us for fulfillment on Monday, 18th June.  The original system was shipped the next day and 2 business days later, was delivered to the customer.
  
  We were then contacted by the customer, 2 business days later, with the system exhibiting CPU overheating issues.  At that time, after discussion and troubleshooting with the customer, it was arranged for the system to be shipped to us for warranty replacement.  We provided the customer with a prepaid shipping label, as well as free replacement packing materials, as the customer no longer had those that arrived with the original system.
  
  As the support chat was after normal business hours for the main facility, the order for the packing materials was created the next business day.  Here, we must offer an additional apology to the customer as, instead of shipping that day, the packing materials did not ship until 2 business days later.  At the time of this writing, we are uncertain as to the cause of the delay, but suspect a missed communication.
  
  The packing materials were delivered in 2 business days, and the original system was shipped by the customer (using the prepaid shipping label we had provided prior), that same day.
  
  The original system arrived back at our location 3 business days later after an extra day delay, due to the holiday on 4th July.
  
  The warranty replacement system was shipped to the customer 4 business days later, and was delivered to the customer on a Saturday, after 3 days total transit.
  
  We next heard from the customer a little more than 4 weeks later (31 days after delivery of the warranty replacement system).  They described a video issue, and requested to return the system for refund.  We informed the customer that the 15 day returns period of the third party vendor they purchased the system through was past, but that we would be happy to get them a functioning system, under warranty.  Please note that while the customer is correct in that they received their replacement system after the expiration of the returns period, even had the replacement system been sent the same day that the customer initially contacted us, after 31 days of operation, the returns period for the system would still be past, and the current circumstances be the same, with regard to return eligibility per the third party vendor.
  
  We also informed the customer that since the system was purchased through a third party vendor, that they could contact that vendor and ask if they would permit a return, but that it was up to the vendor if they would choose to override their own return policy, and accept a return of the system for refund.  It needs to be clearly understood, that the decision is not ours at CLX.  The third party vendor is the entity that accepted and processed payment, and also dictated the terms of sale, including the rules governing returns.  In addition, we at CLX never see payment information for purchases made through third party vendors, and therefore can't refund back to the customer's original payment method as is required.
  
  This is why any decision regarding a return for refund is up to that third party vendor - they sold the product, and they collected the funds, all under their terms and conditions.  Any return of the system, for refund, would have to be done through that third party vendor - even if it was day 1 after purchase and the return period had not passed.
  
  We appreciate, understand, and empathize with the customer's disappointment and frustration with how things have gone, to date.  While we are unable to authorize or process a return for refund of the product directly, we will gladly stand behind our product, via the warranty and customer support we at CLX provide.
  
  We hope the above has helped to clarify the situation, including that while we very much want to help and assist the customer, and make their overall experience a better, more positive one, that our ability to do so is currently limited to direct warranty and technical support options.

  

  Business Response

  Date: 09/29/2023

  We would like to thank the customer for their additional feedback, and apologize if our inclusion of the value of 31 days in our initial reply introduced any additional confusion, with regard to the matter at hand.
  
  Its inclusion was simply part of the timeline, and was referenced only to address the customer's concern regarding the initial time it took to replace the first system under warranty, and illustrate that regardless/despite that time, the returns period of the third party vendor would have passed.
  
  For example, even if the returns period had reset when the warranty replacement system had been sent to, or received by, the customer, it operated for more than 15 days and would therefore be beyond the returns period for the vendor in question.  Another example would be that had the warranty replacement system instead been the first system that had been sent to the customer, the issue encountered would still have occurred after the system operating for more than the 15 days of the third party vendor's return period.
  
  To clarify, the returns period of the third party vendor the customer purchased the system through is 15 days.  It is also up to that third party vendor, not us, as to whether or not they choose to enforce that returns period for any given transaction.
  
  If the third party vendor chooses to make an exception to their own rules, accept a return, and provide a refund for the system to the customer, that is their prerogative.
  
  If however they do not so choose, we are more than happy to assist the customer and cover the system under our warranty.