ComplaintsforCyberPowerPC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction : 11/28/2023 Price : (Copy and pasted from invoice) Subtotal ******** Shipping ***** Shipping Discount -***** E-WASTE Fee 0.00 Tax *****% ****** Total ******** What was purchased : CyberPowerGamingPC Dispute : Faulty Hardware Help from the company : Yes the company has been contacted, originally the issue was noticed by them and was asked that we ship the computer back to them. We have shipped the computer back once already (((we had to pay for shipping))) and after receiving the computer, it still did not operate as intended, it still carried problem after problem. After contacting them the second time, it was way worse then before, the agent on the phone was very rude, did not apricate small talk and made that aware (((Which i understand))) After explaining the issue the agent on the line made us feel dumb, keep saying things like **** you need to troubleshoot these things before contacting us, You need to unplug the ram (((computer part))) and plug in back in." .. it was just awful and we are tired of dealing with the company I also asked him while on the phone.. hey the led lights wont come on either and his response was **** you have a bigger issue with your pc, left focus on that and not worry about lights" which i responded with.. ummm okay.. not to be rude but i payed for the entire pc and id like the entire pc to work even if its """JUST LIGHTS""". We just don't want to keep paying shipping to have them fix it, at least attempt to.. we are just tired of dealing with them.. and it doesn't seem like they really care about what's going on.. the computer hasn't worked since we got it.. pc's can last for a long time and this one maybe goes 1 maybe 2 months and then quits ..

  Business response

  08/16/2024

  If the customer has an issue with the *** he is welcome to obtain an RMA for service and ship the ** in for service. The system is also far outside of the warranty period and we cannot control any payments the customer is making. That is between the customer and whomever he is financing payments with; CyberPowerPC is not charging the customer any payments. If the customer got the computer back and had issues, we should have been contacted immediately, but since two months had passed, this is considered another issue. We cannot claim that repairs on the machine were not properly performed. We would be more than happy to provide warranty service to diagnose the computer and see if there are issues that need addressing. Should there be any part(s) that fail testing, we can replace those parts.

  Customer response

  08/17/2024

   
  Complaint: 22124792
  
  I am rejecting this response because: The computer is not out of warranty date. it is still within its time and to go through the process of yet another RMA covered by our warranty .. I also as stated before (and clearly did acknowledge this) .. the agent we contacted was rude and did seem to care at all! which is what brought me here in the first place.. When the pc was first purchased it lasted 2 months and then broke and had an rma.. 2 months later (again) its broke with the same problem (faulty hardware) which is what cyber powers agent informed us, stating an rma is what we need todo.. im sorry but after being disrespected and treated like an idiot to say the least.. i don't want to mess with it.. i just want this solved and want to be out of the way of cyber power.. but with all these problems that have come from this and the money we paid as CUSTOMERS.. we feel very inappreciative as the consumer .. for crying out loud the first thing the guy on the phone said after I said "hey how's it going" was "uuhhhhh its Saturday.." then i mention .. ahh i get ya.. working on Saturdays isn't fun huh.. and instantly says **** I don't like small talk and I don't want you asking about my personal life, what can i help you with.. LIKE wow.. 
  
  Sincerely,
  
  ***************************

  Business response

  08/22/2024

  The computer was first RMA'd 6 months after purchase and was serviced once. We will gladly service the system if it needs to be serviced again. This is the only way we can assist further, by providing the customer with additional service on the *** If the customer does not want to ship the system back for service, we unfortunately have no further assistance we can provide. We hope the customer will choose to use his warranty and obtain an RMA for additional service.

  Customer response

  08/23/2024

   
  Complaint: 22124792
  
  I am rejecting this response because: we have done this already.. we do not have a networth of millions of dollars to continue shipping the mistakes over and over again, we just cant.. its gone for some long we get it back and still continue to have issues. Rma is not the route we wish to take given shipment is covered on our end and that the agent we spoke to,  we rude and didnt enjoy working on Saturdays .. we have no interest in doing business with your company we just hope you can make it right 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wed, May 1, 2024 I ordered a Tracer VIII laptop from www.cyberpowerpc.com that was shown to work with an external liquid cooler (***) that they sell. The *** was an available option to select during the ordering process for $150. I purchased the laptop with the *** at that time. When I received the laptop on May 10th, it had numerous issues that required IT support and to be sent back to CyberPower PC for service. Upon receiving the laptop back on June 13th, the main issue for IT support was not fixed. I have been communicating with their IT support via email for since 5/10 regarding these IT issues, with no solution. I have found a work around for the issue and finally got the laptop setup with all the accessories purchased with the laptop. That is when I found that the laptop DOES NOT work with the ***. There is no port for the *** to plug into. I was sold a $150 *** unit that cannot work with the laptop sold to me. I have tried to resolve this via email with Tech Support and via phone and have been hung up on and ignored, after they state that this is outside the return window. While I understand that this is outside the typical return window, they sold me a device that cannot work as they stated on their website at the time that it would work. They have since updated the website with the correct information, so they know they offered it with a product it does not support. Every time I asked if they normally sell hardware that cannot work with the products they are selling it with, I got hung up on. I would like my $150+tax refunded to me.

  Business response

  08/01/2024

  Due to the cooler not being compatible with the laptop the customer purchased, we can bring the cooler back to process a refund. We need the customer to contact support to obtain an RMA for the refund. We apologize for any inconvenience this may have caused.

  Customer response

  08/05/2024

   
  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.  An RMA has been issued with a return shipping label.  Liquid cooler was shipped on 8/3/24.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ***** plus pc. When I got it it never worked. I sent it back to them to fix it but *** broke the pc. They said I packaged it improperly but the pc. Ever worked in the first place. I tried to get a full refund as I had a warranty but they refused and so far have not gotten back to me about the money they owe me.

  Business response

  07/12/2024

  The customer was notified and provided photos of the damaged package we received. The customer was informed a refund could be provided to him, but the damages would be deducted from his refund. We are still currently working with the customer on this case.

  Customer response

  07/12/2024

   
  Complaint: 21971852
  
  I am rejecting this response because:

  They have not gotten back to me about my refund. I am still unsatisfied because I never received a working computer.

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

  Business response

  07/17/2024

  The customer was just informed on 7/16/24 that we need to assess the total value of the damages to present him with an amount that we could refund minus damages. We are still waiting for the values to be obtained to provide the customer with a dollar amount on what his refund would be. We should be updating the customer very soon. We thank him for his patience.

  Customer response

  07/18/2024

   
  Complaint: 21971852
  
  I am rejecting this response because: I have still not heard from the business regarding my refund.
  
  Sincerely,
  
  *******************************

  Business response

  07/18/2024

  As we just mentioned, we are still working on providing the customer the total as we have to check which internal parts were damaged.

  Customer response

  07/19/2024

   
  Complaint: 21971852
  
  I am rejecting this response because: it's been several weeks and have not received my refund.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchases this computer on 5/20/2023. I didn't receive it initially until 5/24/2023. It arrived broken and completely unusable because they did not package it correctly so it needed to be sent BACK to them and it was gone for a whole month before I got it back. Now it is suddenly not working again and they won't repair it saying it is out of warranty when it should NOT be out of warranty when they said they would honor it due to them breaking it initially. I should still be under warranty due to their damaging my system for a whole month.

  Business response

  07/10/2024

  The original date of purchase was 5/24/2023. The customer received system and reports shipping damage. An RMA was issued and the damages were replaced at CyberPowerPC. 6/1/2024 (after 1 year from date of purchase), customer contacts ********************** and reports a problem. Customer was provided with troubleshooting steps as part of the technical support that comes with the computer. The computer continued to have issues and the customer was informed due to being past the 1 year warranty, we could not provide him a warranty repair RMA. 
  
  Warranty ********** ******* warrants to the original purchaser that the Product(s) shall be free of any defect in material or workmanship for a period of three years for labor and one year for parts from the date of the original invoice from *******. Except in the case of Notebooks, which carry a one year labor and one year parts from the date of the original invoice from *******. ******* shall have the sole discretion in determining whether Product is covered under the warranty for labor and/or warranty for parts. Should the Product(s) supplied by ******* prove defective by reason of improper workmanship or material as reasonably determined by *******, ******* agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges. ******* shall not be responsible for any software or data installed on the Product originally supplied by *******. This warranty does not cover software, external devices, accessories or other parts added to a ******* system after the system is shipped from *******, or accessories or parts that are not installed in the ******* factory. Monitors, keyboards, and mice that are included on *******'s standard price list are covered under this warranty; all other monitors, keyboards, and mice are not covered. Any part that is repaired or replaced under this warranty will, itself, be warranted only for the remainder of the warranty period of the original product being repaired or replaced.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two of these power surge protectors in February 2024 from Amazon and both of them made a huge POP and sparks flew as I unplugged my phone charger, both times!! This is a fire hazard just waiting to happen!! They were plugged into a regular household outlet and an Amazon show was in a regular plug and my iPhone charger was plugged into one of the *** ports! The company actually told me that I could not get a refund, but they would be happy to replace them for me! Why would I want to replace something that could cause a fire in my home with the exact same thing from a very untrustworthy, uncaring company???

  Business response

  07/01/2024

  We ask that the BBB remove this complaint as the customer filed a complaint against the wrong company. We do not make surge protectors. That is a unit from a company called ********** Systems. We make computers and our name is CyberPowerPC. Please remove the complaint and have the customer file a complaint against the correct company.

  Customer response

  07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are correct! I filed the complaint under the wrong company name. Please accept my apologies!
  Sincerely,
  
  ***************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent over $2k on a custom build for my son in December, it came dented but it was just cosmetic. He used it for a few days when it started randomly rebooting. After much back and forth troubleshooting with the company they said that we could try some hardware troubleshooting if we were comfortable, if not they would send me a shipping label to return it to be fixed. My husband followed their instructions on the hardware and that seemed to do the trick. Fast forward to last month when the same issue returned. More troubleshooting with the company again including what we did previously and nothing worked. They told me I could send it back but I would have to pay to do that. Weve decided instead, even though its under warranty, to get it fixed locally instead. This has been a nightmare from the start.

  Business response

  06/21/2024

  We apologize for any inconvenience. The warranty does not cover any shipping for warranty service. Under warranty, CyberPowerPC will diagnose, replace components and ship the computer/part back to the customer. Originally the customer may have been offered shipping since the customer may have just received the computer and it had an issue. Currently an RMA is open and we are waiting to receive the customer's computer for service. Again, we apologize for any inconvenience.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 05/25/2024 I ordered a computer system from CyberpowerPC. A few days after ordering the system, I received a confirmation email listing a ship date of 06/03/2024. Calculating the approximate shipping times, I assumed the system would arrive on a day when no one would be able to sign for the package, and I wrote an email to CyberpowerPC to request a change in the ship date, to delay the shipment, which is a reasonable option. They replied that they have s strict ship when ready policy. I then, when I received the tracking information from **** the shipping carrier, to try and have the delivery date and/or location changed through **** After many attempts, and finally talking to a representative of **** I found out that CyberpowerPC put restrictions on the shipment preventing any changes to the delivery, and that only CyberpowerPC can authorize any changes. I then called CyberpowerPC to ask for them to contact *** and release the restrictions, but they refused. I then asked for a refund on the system that I will never even see, as *** will return before I can sign for it. They said that I would have to wait for the system to be received by them before any refunds would happen. Given their poor customer support so far in this process, I fully expect CyberpowerPC to claim that the system never returned to them and never pay out the refund. I actually don't want a refund so much as I would like to receive the product I ordered, I just am very frustrated with the customer service concerning this order, and am worried that their technical support department will be just as bad.

  Business response

  06/14/2024

  The customer already took delivery of the package on 6/10/24. The customer chose to not cancel his order and the order got delivered. If the customer is still not happy with his order, he is welcome to contact support to request to return the merchandise for a refund.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a gaming ** pre-build. It arrived in non-working order. USB, HDMI ports, and 2 fan lights not working. I was on with tech support multiple times (once they left the chat mid-issue). During the last chat I was instructed to remove parts of the computer and test certain other parts one by one to diagnose the issue. I purchased a pre-build so I didn't have to do these types of things. At this point I wasn't comfortable keeping the machine. My options were to return it and have it repaired. Or to return for a refund. A brand new computer should not need a repair under warranty on day one so I elected to return for a refund. Their policy is to not pay for return shipping, which I understand in the event of receiving a perfectly acceptable product. CyberPower will not bend on the return policy. Under their policy they could deliver you a ** that's been lit on fire prior to delivery.... As long as they deliver you the ** you ordered. I have checked 3 other gaming ** websites and they all pay for return shipping if the product arrives damaged/ in non-working order. CyberPower needs to re-evaluate their return policy for those of us who receive a poor product. My request for resolution would be to receive a prepaid shipping label for my return.

  Business response

  06/11/2024

  We apologize for any issues encountered with the *** Unfortunately, it is our policy that return shipping is not covered for refunds. These terms were accepted at the time of purchase and are being applied to the refund of any order. 
  
  Return & Refund Policy - No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("***") number provided by Company. Buyer must submit evidence of purchase date, Company invoice number, description of goods including serial and model numbers, the reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or **********'s claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on a new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for a refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and a copy of the invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. The company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.
  
  We are sorry that things did not work out and we wish the customer the best with their next PC supplier. Please allow 7-10 business days for a refund to be processed.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased two prebuilt gaming PC on 5/26/24 received it on 5/30/24. One was DOA and the other one was perfect. The one that is DOA was refurbished unit as it not only had cosmetic issues the stickers were ripped off as well as it was not packaged like the second unit that i received which was great. Their return policy is that i pay $60 dollars to send back the product that the company sent me broken. I called their support team and they told me they cannot waive nor speak with a manager.

  Business response

  06/11/2024

  We do apologize that the customer is not happy with his purchase. The customer was sent a new computer but was not happy with the quality of the unit. The customer was provided a refund *** and was instructed to return all merchandise for refund processing. The customer was informed that as per our refund terms agreed to at time of purchase, shipping is not covered for refunds.
  
  Return & Refund Policy - No return of merchandise will be accepted without first securing a Return Merchandise Authorization ("***") number provided by Company. Buyer must submit evidence of purchase date, Company invoice number, description of goods including serial and model numbers, the reason for return, exchange, or refund, and *** number. At its sole discretion, Company may accept or **********'s claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on a new notebook and desktop computer systems; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all notebook and desktop computer systems, and part purchases. Opened software, promotional items, game vouchers, services, care options, and engraved products are not eligible for a refund and may not be returned. (Software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.) All products returned must have the *** number prominently displayed on the shipping label with return freight prepaid by Buyer, and must include all original packaging, materials, manuals, and a copy of the invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are non-refundable. The company may refuse or reject returned merchandise for failure to follow the conditions set forth herein.

  Customer response

  06/12/2024

   
  Complaint: 21797996
  
  I am rejecting this response because: the unit i received was not as originally agreed on. Its not just the quality of the unit rather there were missing accessories as well as it being tempered with. I did not receive a new unit as describe therefore cyberpower pc did not send me a product that was agreed on. They did not send me a new product and want me to pay shipping for something that wasnt agreed on. The support team that i spoke with as well told me accessories may be different and tempered with as different person builds it is not a acceptable response as Cyberpowers return policy dictates that i would be responsible for any missing pieces which doesnt make sense then. Hence you guys are not taking any responsibility on your end to rectify the situation.

  Where is the policy that i would be receiving a possibly a returned/repackaged product. Where in your policy does it state that i would be receiving different accessories? I bought three of the same model pc and two of them came perfectly and one came DOA with things missing.

  
  Sincerely,
  
  Se *************

  Business response

  06/19/2024

  All items listed on the invoice were provided. We have already notified the customer that we would not be covering return shipping for his refund request. Arrangements for the return have been made with the customer and at this time we are waiting to receive the merchandise so a refund can be provided.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 6 months ago i bought a computer form cyber power pc. We received as a defective product but we didnt notice when we turn on pc we heard very loud noises at first couple weeks later the sound was gone we thought thats normal but recently everything time when my husband started to play it will eventually the game/ screen goes off so until the problem gets worse we brought it check up we found out this was a lemon product.Try to contact this company they give us the company policy 30day return or exchange obviously this is not suitable for our case. They ask me to shipped back it to them we have to response for shipping and everything. DThis is company is located in ***********According to Section ******* of the California Lemon Law, a manufacturer of an electronic product, including a television, computer, radio or similar gadget that is worth more than $100.00 must include parts that can be repaired for at least seven years after the electronic was manufactured.Lemon Law compensation can include a refund, replacement or cash compensation. Selling a lemon product to us and we have to pay more to check up.This is totally unacceptable.we not asking for money back just need a replace the same thing for us.

  Business response

  06/03/2024

  First, we want to mention, that we do not have any customer in our database with the information provided in this complaint. Secondly, how is a product that likely has not even been repaired before considered a lemon? If the customer has issues, we do apologize, but this is why there is a warranty. So that if an issue should arise, we can assist in addressing the matter. If the customer is under warranty, we would provide an RMA for service and the customer would have to ship the product to CyberPowerPC for warranty service. Under service, we would replace any part that was diagnosed as a failed component and test the computer to ensure issues have been addressed before returning the system to the customer. We hope the customer would use the service option in the warranty and contact support at ************ to obtain an RMA for warranty service on the computer. 

*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. ↩