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:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this computer in October of 2022 for my girlfriend. It's had some USB issues, but nothing major. The main issue was that she had gotten a USB Razer headset, and it would randomly just stop working. We contacted ***** and got a replacement, but the same things were happening. On June 14th, 2023 I contacted xidax tech support and it was extremely poor. The responses were 7+ minutes apart and finally I got disconnected because I hadn't gotten any responses for so long. I attempted a fresh install of windows as a last resort to fix the issue. Ran into some issues and attempted to contact tech support again today (06/21/23). Responses were still unhelpful and quite delayed. The tech apparently left the chat without saying that they were leaving. I noticed I was placed back in to a queue and it had a phone number. I tried the number and was told by a recording that they were closed and it hung up. Worst customer support I have EVER encountered.

  

  Business Response

  Date: 06/22/2023

  We at Xidax contacted the customer, we will be having the computer shipped in for a physical repair.
  We apologized for the lack of communication and gave them a more direct line to reach out to a specific agent to ensure this does not happen again.
  
  ***************************,
  Customer Service Manager

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/17/2023

  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.

  Sent my machine in fifteen days ago for repair. Company still has yet to give any type of meaningful status. Support reps have basically told me they are too busy to work on my repair and get it out the door. None have provided me any idea of when this order is going to ship back to me or what the real status of the order is. This company needs to stop with the excuses. If you are too busy to get work done in a meaningful amount of time then hire more workers or be more honest up front about the length of time it's going to take to repair. If you really care about customer service put on your warranty that repairs will take an eternity to get back. Who knows if I will actually ever see this machine again or not.

  

  Business Response

  Date: 03/20/2023

  I spoke to this customer on Friday and we are currently testing a replacement motherboard for them. We should be able to get this repair out by today or tomorrow. Customer was pleased with the conclusion that we came to. 

  Customer Answer

  Date: 03/20/2023

  Company lied in their response. They have not addressed the issue and also refused to take back a newly purchased machine. Company hung up and refused to engage.  We are looking into litigation for breach of contract.

   

  Complaint: 19615241
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2023

  I was personally on the phone with the customer and the customer became belligerent. We did have a *** return label requested to be sent to the customer so they could process a refund, and we are sending the older system that was in repair back to the customer today. Per the customers request.

  We have done everything the customer asked. But they became very upset that we have a 20% restocking fee that they must pay since they are returning a brand new system. Secondly, customer did not use one of our return labels that we requested to be sent. So now the customer is liable for any possible shipping damages that *** occur during transit. 

  Customer Answer

  Date: 03/21/2023

  One again this business is lying.  I have a recording of the conversation. I expressed frustration but never became belligerent. Business has literally done NOTHING I asked them. In fact I have emails from just today where the business admits they did not send my computer out like they told me they would do yesterday nor have I received the label to send the new unit back.   It appears lying is the only thing this business knows how to do.  Business never repaired the machine. In fact they said they couldn't find anything wrong. Even though the initial support rep who told us to ship the machine to them in the first place said the motherboard was faulty. If there was nothing wrong with the machine initially then why wasn't that discovered on the initial support request? Why was no troubleshooting done in the initial support request? We incurred shipment costs and loss of use for multiple weeks only for this company to literally do nothing and even when they say they are actually going to do something they don't follow through.  we should be credited for the shipment to them as they didn't follow through with actually fixing anything and we shouldn't have to incur a cost that wasn't necessary in the first place.  Rather then truly trying to help the customer they would rather blame the customer as can be plainly seen in the responses to our complaint. This business has no desire to make us whole. This business has no desire to actually make a good faith effort to resolve this complaint.  This business only seeks to say they are doing stuff that they never actually followed through with.
  

   

  Complaint: 19615241
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2023

  We do apologize for the delay in all of this. We were not able to get everything done as quickly as the customer wanted. We took extra time on their repair to give extra attention to find the issue. Our delivery truck did not have enough room to ship the repair out yesterday like the customer requested. But we were able to get it out today to be returned to the customer. The tracking information should come through via email within the next few hours. The truck should be here any moment to pick up the package. 
  
  For return shipping label, we had one requested to be made and sent to the customer yesterday, and they usually take 24 hours to process. We have checked and the label was just finished being processed a few minutes ago and the customer should receive an email within the hour, and if they do not they are welcome to contact us. 
  
  The demands made by the customer unfortunately could not be met right away and we apologize for that. These things do take time to handle. But since it has been 24 hours since the requests have been made, everything should be sent today. We are trying our best to make sure this is taken care of accordingly.  
  

  Customer Answer

  Date: 03/22/2023

  More incorrect statements made by this business. The "demands" by the customer were the same "demands" every customer has. Do the work you promise you will do (they didn't do any work at all) Do it in a timely manner (literally every company on the planet gets repairs done within a week this took three weeks and that was for a repair THEY DIDNT DO) Xidax makes silly claims that customers "demands" are so outrageous they can't be completed but the reality is the customer demand is simple basic customer service. Something ********************** knows absolutely nothing about.  This can be plainly see by their low reviews in every single website that allows people to pull reviews.  Xidax claims "these things take time" yet every single company in the computing world manages to handle these things in a much more timely manner then Xidax.  Xidax also lied about part availability. We were able to acquire the exact motherboard that Xidax claims was unavailable.  We received the motherboard before Xidax even shipped the computer back out. We re-iterate Xidax did absolutely nothing for this warranty claim. NOTHING. They charged us a shipping fee after a remote diagnostic where their own people said the motherboard would be replaced. Then after charging us a shipping fee they changed their minds. The reality is the remote diagnostic was a lie and they had us ship the unit so they could attempt to update our equipment. Once we said we weren't willing to upgrade the equipment then Xidax wasn't willing to do any warranty work. We demand a refund for the shipping.  
  
  It's also important that the BBB understand we have submitted this to our attorney. He has been doing some investigating over the course of the last week including talking to some other disgruntled Xidax customers. After throughtful review he has submitted a KCPA (****** Consumer Protection Act) violation to the local **. We believe their warranty is predatory and unlawful. If the case with the ** moves forward we would ask the BBB remove accridation on this business based on that fact. We will update the BBB once their investigation has completed.
  

  Complaint: 19615241
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/24/2023

  Sorry we couldn't come to some kind of resolution.  If this is truley the route ******* wants to go, we will not be able to respond through the BBB. He can have his people contact ours. 

  Customer Answer

  Date: 03/24/2023

  Clearly the respondent has no idea how the ********* in ******, which is relatively unsurprising considering she works in retail and doesn't understand what RMA is but it isn't "our people" that are involved in the investigation of **** requests its the local and state government.   This is handed to the local DA's office, and they will either peruse the investigation on their own or potentially send it to the state AG's office for investigation.  We simply filed the report and submitted all relevant information including chat logs, the logs from BBB, and a copy of the phone conversation as well as whatever information our attorney uncovered in his investigation. 

   

  This BBB case will remain open until the investigation comes to a conclusion as the BBB as the right to know if Xidax is doing business properly as it relates to the laws that govern the ****.

   

   

   

  Complaint: 19615241
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/12/2022

  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.

  the purchase date was 8/3'2017 I paid $681.75 for a desk top computer. the company offers a lifetime repair service on this computer. I had a prob. with the sound not working and the computer running slow, so I contacted the Company, and they fixed the audio. once that problem was fixed, I told him there was plastic inside the computer, he told me to remove the bag and when I did it was filled with foam and had engulfed the space over the **** I had to pull it out and when the bag came out the computer it was yellowed from the heat and there was a fan blade inside the bag from the **** the tech. said I should have taken the bag out when i got the computer but there was no note to do so and also even if I had the bag was in there so tight it would have done the same thing. he said he could not warranty the computer and i would have to by another board. when I asked him about the lifetime warranty, he ended the session abruptly with typing anything else.

  

  Business Response

  Date: 08/12/2022

  Hi *****,
  I apologize for your experience and we would like to help you with your issue. Our company wants to make sure we take care of this immediately and make sure you are 100% happy. Do you possibly know who you spoke to during this occurrence? We are going to still investigate further into this to make sure you are 100% taken care of. Please call us at ************** and our customer service is happy to take care of you!