Complaints

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• Initial Complaint

  Date:06/25/2025

  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.

  I purchased a desktop PC, that was commissioned to be built by me, from Computer Heaven in Baton Rouge. After about 6 months the computer started to make loud noise at start up which eventually settles down after a minute or two.
  
  I took the computer back with video of the issue happening, but was told since it could not be recreated in the shop, video or none, that the part could not be replaced and that in order for that to happen the issue would need to persist constantly. I asked about the remainder of the warranty as I was concerned that the amount is time that it would take for the issue to reach that point would put me over warranty. I was assured that would not happen and that a note would be made on my account stating that.
  
  I returned yesterday to drop the machine off to be repaired, because the problem now happens constantly, and after 36 hours was told that there is no problem. I brought the computer home and filmed a video of me turning the computer on straight back from the shop and it immediately made the same noise I reported. I feel I've been lied to and had my issue intentionally ignored and pushed off to put me outside of their warranty limit. All I want is for my water pump on my PC replaced. I paid $5000 for it and now am afraid to use it for fear of burning up the processor, and now the company said they no longer want to do business with me. There are more details but I'm running out of space.

  Business Response

  Date: 07/10/2025

  Below are the notes from our technician. We are more than willing to continue trying to identify the issue with the customer, but so far the customer has been unwilling to allow us to continue testing. We cannot know what part to replace (if any) if we cannot find any problem with the unit. As you will see in the notes below, we simply have not yet been able to find any problem with the unit that we have not already resolved.

  Type of Work by ****** on 06/24/2025 @ 9:55 am
  Problem: Client reports that there is a terrible noise when powering on the computer or when playing games. Per ******, the client provided a video of the noise.
  
  Tests Performed: I have powered the machine on, booted into Windows but heard no noise. NordVPN seems to be blocking anything from accessing the internet so I have to disable it on startup. NZXT CAM was not set to run (this software controls the fans/pump), but it should have defaulted to regular board control. That said, it is HIGHLY recommended this software is run to properly control the fans/pump, this is how this software is intended to run. I have run 100% burn-in for over an hour, sat in Baulders Gate 3/Cyberpunk for 15 mins each and I have not heard any abnormal sounds or seen high or alarming temps.
  Conclusion: At this point I believe the fan/pump speeds may not have been operating at the intended speeds. I will continue testing to verify no issues occur under prolonged stress.

  -----------------

  General Note by ***** on 06/24/2025 @ 4:49 pm 
  CX is upset we didnt just replace the cooler and is picking up as is. i told him we just needed to finish testing it so we could recreate the issue and he would not hear it.

  Customer Answer

  Date: 07/13/2025

  
  
  Complaint: 23514409
  
  
  
  I am rejecting this response because:

  I have spoken to the manufacturer of the component in question and they have agreed that the part is indeed not performing as intended and I am in the process of having the part replaced.  I am having to pay someone to remove the part out of my own pocket, even though this issue would've been covered by Computer Heaven's warranty had the issue not been disregarded 6 months ago when it started. I was told by the manufacturer that ANY video of the component malfunctioning would do, and that the video did not need to come from Computer Heaven. I would also like to add that the computer was built by Computer Heaven and if the program "NZXT Cam" was not installed or properly functioning then that is their fault.  I have not removed anything from the system and have only ever added games to it.  I believe they intentionally did not diagnose the problem properly in order to push me passed the warranty deadline and deny my claim.  Additionally they are NOT willing to continue to work with me as the manager 'locked' my account behind his password with the intention of denying me service.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 07/15/2025

  We are very sorry to hear that Mr. ******* is rejecting our response. As stated in our earlier response, Mr. ******* refused to allow us to continue troubleshooting the issue and instead demanded to pick up the computer as is without further testing. During the tests we were allowed to conduct, we were unable to identify the problem or hear any abnormal noises. Let me be clear, we are not saying that Mr. ******* did not hear these noises, nor are we saying the component in question may or may not need replacing. We are simply saying that our tests had yet to confirm the issue. We repeatedly insisted we wanted to continue testing for at least another day to try to recreate the problem/noise, but Mr. ******* refused. This computer comes with a lifetime labor warranty for all hardware problems. There was and still is no labor cost to Mr. ******* to allow us to test and repair/replace any hardware components that are failing. Additionally the part that Mr. ******* is convinced is the problem has a 3 year manufacturer warranty which further insures he is not in danger of exceeding the warranty period at this time. Our policy is that we will handle all manufacturer warrantied items for the customer free of charge. We will remove the item, pack it, ship it to the manufactuerer for repair or replacement, then reinstall the component when it is returned to us. All of this is covered under out lifetime labor warranty. However, if Mr. ******* will not allow us to complete our tests, or if our tests cannot find any problem then we are at an impasse. We asked Mr. ******* to come into the service department while we still had his computer running on our bench and try to show us the problem/noise; however, Mr. ******* refused this offer.  There is no password or lock on anything regarding Mr. ********* computer on his computer or on our systems here at Computer Heaven.  We stand ready to continue to work with Mr. ******* to resolve this or any other issue and our lifetime hardware labor warranty on this computer still stands and remains in full effect. 

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: 23514409
  
  
  
  I am rejecting this response because:
  

  I'm sorry but this simply is not true. The manager made it a point to "congratulate" me, as I was walking out the door, for making whatever list he has for customers that he refuses to do business with.  After that had an employee tell me he was unable to access my account without the manager's password when I called the store to request proof of purchase for the manufacturer's warranty.  Also, I've had the manufacturer explain to me that what I was told by Computer Heaven in regards to needing to have their own video of the malfunction happening in their store is false as well, as I was told any video would do, and in fact DID do, as the replacement part has already been approved by NXZT who admits that the component is not functioning as intended.  Dealing with the manufacturer of the component has been an absolute walk in the park and was frankly everything that my experience should have been at Computer Heaven. I would like to speak directly to the owner of this company if possible as I have no confidence in the current management.
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 07/22/2025

  I can assure you that if Mr. ******* were to enter our store
  and request service under warranty for his computer that we would service him
  as we would any other customer with the one exception that he would be dealing
  only with management going forward. I understand that the discussion between
  Mr. ******* and my staff got heated and I cannot say with certainty who said
  what, but I can assure you that I have spoken to my staff and Mr. *********
  lifetime hardware labor warranty with us is still valid and we will honor it.
  Mr. ********* claim that we have banned him is simply not true. We have added a
  flag on his account in our system that says a manager must get involved with
  interactions with this customer. Therefore if Mr. ******* were to call or enter
  the store the staff will let him know that they will get a manager to assist
  him. This is done on these rare cases where we have a customer that we know is
  unhappy with us. We implemented this policy many years ago to make sure that
  managers are involved immediately so these types of situations are less likely
  to escalate and that we have the best chance to appease the customer if at all
  possible. I would also like to add that I believe we did everything properly
  with regards to how we handled Mr. ********* request for service under
  warranty. I have verified this by viewing our surveillance cameras that we have
  throughout the store including in our service department. I believe it was Mr.
  ******* in this case who became unreasonable by not allowing us to complete the
  troubleshooting process. Mr. ********* insistence that we not complete our
  troubleshooting process is simply not how we do business. While I understand he
  had video of the noise, it is impossible for us know from his video if the CPU
  Liquid cooler fans were making that noise or any of the many other fans that
  were inside his computer were making the noise. We simply wanted to be thorough
  in our troubleshooting to make sure we positively identified the source of the
  noise. During the limited troubleshooting we were able to do we could not
  detect any noise whatsoever. This is why the process was taking longer than it
  normally would have. There is no benefit or cost savings for us to lie or deny
  a repair such as this since the cost of the replacement part would be on the
  part of the manufacturer and not on Computer Heaven. I don't know what else we
  can do to appease this situation as we are not willing to change our
  troubleshooting methods as we believe them to be sound, proper and effective.

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: 23514409
  
  
  
  I am rejecting this response because:
  
  
  I cannot accept this explanation. This is a person that is simply covering for his employee, which I understand and respect, but I know the truth. The issue of Computer Heaven not being truthful about what NZXT requires for a warranty has not been addressed at all. That I was so easily able to get this piece replaced by the manufacturer has not been addressed at all. I find it hard to believe that I am able to reliably recreate and record multiple instances of this issue, but somehow a building full of computer experts failed to do the same.  I see there is no use in proceeding with this any further.  There's no way forward as the business refuses to be honest, and I refuse to be lied to. I consider this matter concluded but not resolved.    

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