ComplaintsforCyberPowerPC

• 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. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a PC from the for just under $4000. Arrives with a bad **** They wont RMA just the **** They require i pack up and ship back the entire PC which is hundreds of dollars in shipping just to receive the *** we already determined was the issue. A *** can be shipped for a few dollars. This is absurd. I just want a refund on the *** I attempted to return when i realized the issue wasn't going to be fixed but am a few days past the return deadline because i was in a car accident at the beginning of the month and only recovered from surgery now. They don't care about anything. Just want to keep my money and do as little as possible. I really would prefer to just have a working PC but this has made me really wish I could just return it. I don't care which i just want it resolved without having to spend $400 to send them a *** that should have worked.

  Business response

  05/30/2024

  This matter has already been resolved with the customer. The customer requested to just ship us his CPU for replacement which an RMA has been authorized to the customer. Once we receive the **** our RMA team will assist in processing his RMA so that a replacement CPU can be shipped to the customer.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A computer was purchased off of Amazon on September 9th 2023. The computer arrived in not working condition. I called back cyberpower pc and they told me that graphics card needed to be replaced and that I had to send the one in the pc back and then they would replace it. We went through the process of swapping out the graphics card and now the PP still does not work. I called cyberpower pc and they are telling me in order for them to fix the pc I have to pay hundreds of dollars to have the pc shipped to them for repairs. I dont understand how a business was able to sell a computer to me that doesnt work and now I have to pay money for it to be fixed. I was told I could speak with a supervisor but I have yet to receive a phone call.

  Business response

  05/28/2024

  The customer purchase a computer on 9/9/23. 6 Months later, customer gets a video card replaced due to reported issues. The customer stated issues still occur and was offered warranty service. The customer was informed the warranty does not cover shipping of the ** to be shipped to CyberPowerPC for warranty service. The warranty will only cover serving the **, replacement of defective part(s) and CyberPowerPC shipping the computer back to the customer. The customer has also requested a refund, which we cannot provide. We did not sell the computer to the customer. Refund requests are made between buyer and seller. CyberPowerPC is only providing warranty support for the product purchased.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 9/15/23 Paid to CyberPowerPC: Subtotal $1,994.00 Sales tax $119.64 Grand total $2,113.64 What the business committed to provide: CyberPowerPC sold me a gaming computer.What is the nature of my dispute: I received my PC in October of 2023. At the time I was having some strange issues that only seemed to happen every once in a while. After I updated everything I could, and even waited for another update to my GPU drivers to come out just to see if that would help, I contacted CyberPowerPC and they agreed to return my PC for service.I returned my PC and they received it 11/22/23. They shipped it back 11/28/23. When I received my PC the issue had not been resolved.I contacted CyberPowerPC and they agreed to return my PC for service. I returned my PC and they received it 1/10/24. They shipped it back 1/18/24. The issue had still not been resolved.I contacted CyberPowerPC yet again, and they agreed to return my PC for service. I returned my PC and they received it 2/5/24. They shipped it back 2/26/24. The issue had still not been resolved.I contacted again and got another return service for the same exact issue. They received my PC 3/27/24. They shopped it back 4/17/24. Still not fixed.INVOICE NO. ******** CUSTOMER NO. ******** Each time they received my PC, it seemed like all they did was arbitrarily replace components of my PC. I asked them to try to do a rebuild after the second failed attempt and they told me no. I've asked multiple times for my money back because I don't have a properly working product from them, and they said no because I didn't ask for a refund in the first 30 days, even though I had issues before then. I suggested that they could take my PC back and give me store credit, which I thought was a decent compromise since they can't fix this PC and they would still get to keep my money, but they told me no.I've returned this PC to get fixed 4 times now and I'm worried that cyberpower is just waiting for my warranty to end.

  Business response

  05/13/2024

  The computer has worked fine in our possession. Before shipping the ** out, a support representative also personally contacted the customer after verifying there was no issues with the computer to notify him that the ** was shipping out and that there were no issues. We unfortunately cannot provide a refund for this purchase as we are far outside of the return period. We strongly suggest the customer test the computer as received by us before installing any third-party software or hardware that could be causing the reported problem.

  Customer response

  05/14/2024

   
  Complaint: 21675815
  
  I am rejecting this response because:

  
  Cyberpower has attempted to fix my PC but they cannot. They tell me it doesn't happen at their facility, but they are not using daily like I am. The issue shows up randomly, and every time I've received the *** I've gotten the issue within the first week of use.

  My system freezes and restarts itself. It's not a matter of stress on the system either, which is the only thing that they test at cyberpower. They stress test the system and send it out the door. The first time this happened since I got my PC back the fourth time, I wasn't even stressing out my system, I was browsing the game catalog on Steam, and talking to my friends on Discord.

  As for the claims that I'm downloading any software or installing hardware that would cause this issue, I'm not installing any hardware, and the only software I've installed is very common games that have never caused an issue with any other system I've ever used. For example, Fortnite, Minecraft, Steam, Discord. If any of those applications aren't able to run on this computer, then it isn't what I paid for.

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

  Business response

  05/14/2024

  CyberPowerPC can bring the ** back for another inspection and review the **, but if there is nothing wrong with it while in our possession, we would have to ship it back to the customer as-is. We apologize we are unable to provide a refund outside of the return period, and we have helped ensure the reported issue was resolved before returning it to the customer. Again, if the customer would like further assistance, we'd be happy to review the system while in our hands and see if there really is an issue with the **.

  Customer response

  05/14/2024

   
  Complaint: 21675815
  
  I am rejecting this response because:
  

  The PC does not work as intended. There is something wrong with the system. This issue does not happen every day, and is not triggered by system stress. 

  Stress tests do not show the problem. If cyberpower wants to turn on my PC and play fortnite for 3 hours a day for a week, I'm sure the issue would come up, but if all they're going to do is run their stress test program and shut off my PC, then they will most likely never see the issue first hand.

  I have in the past sent them a video of the issue, and described it in great detail. They don't know what the issue is, and neither do I. If you cannot get this PC to work, then you should send me a different PC.

  Four repairs for the same issue is extreme. Maybe cyberpower needs a more qualified repair team to look at my PC.

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business sold me a lemon computer that doesnt work and wont respond to emails or phone calls

  Business response

  05/01/2024

  Support has responded to the customer but we have not heard back from the customer. The customer can request either warranty service or a refund from support since the purchase is within the 30-day return period. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a high end gaming ** from this company.The company installed a used and/or defunct *** in the ** I purchased.I sent in the *** to be replaced through CyberPower ** RMA after the *** stopped working a couple months after purchase.They sent me a completely broken and unusable replacement *** and are now not responding to my requests for customer support.The parts of the ** are supposed to be new and under warranty for 12 months.I am asking for the *** to be appropriately replaced with a NEW functional ***. This process has taken months and I still do not have a working ** that I paid thousands of dollars for.

  Business response

  04/29/2024

  We apologize for any inconvenience. The customer reported to have received a replacement part with damage. Support is attempting to assist in issuing the customer an RMA for service. However, we are waiting to hear back from the customer to verify his information an that an RMA can be issued to the customer for service and we can address the issues with the computer at our facility.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  You hadn't sent this email, so today I did, but you should find another safer way to dispose of it, such as sending it to a place where you collect it, because in this situation this could happen, where the customer could suffer an accident, which in mine I almost ended up with. without fingers

  Business response

  04/30/2024

  Hello, We do not know why we are receiving this complaint. Also the device in the photo is not even made by us. We make computers. This complaint should be removed from our profile.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/31/24 I placed an order for a computer from this company. I used a credit card in the process. The order was processed and I received a email confirmation and a ship date of 7 to 10 days. On 4/5/24 I went to check on the order status and saw a note on the order saying my credit card info did not match the billing info correctly. I looked at the order and everything looked fine. I contacted the company and was asked to send photo copies of the front and back of my credit card and ID. I refused and cancelled the order. After speaking with some business acquaintances they felt this might be fraudulent activity on someone's part and should be reported. I requested an explanation from the company and have received nothing.

  Business response

  04/16/2024

  This is not true. The customer was informed that the credit card company reported the billing address did not match the address that was on file. Therefore, ***** asked the customer to block out his information and show us just the last 4 digits of the card and just show the name on his id to verify it matched the name on the credit card. The customer has cancelled his order and also emailed us stating he already bought a computer elsewhere. We consider this matter closed.

  Customer response

  04/17/2024

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

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