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Business Profile

Computer Dealers

Cybertron International, Inc.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • 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.
    In August 2023, I purchased a custom-built PC from CLX for $3,281.86. In December, major issues began, and I contacted support in January. Despite several repairs, my PC has ongoing problems, such as unexpected shutdowns and poor performance, especially in the past month. The initial repair involved damaging my GPU due to inadequate packaging that didn't account for my disabilities, causing delays and additional frustration.

    Throughout the repair process, CLX has repeatedly failed to communicate effectively and provide a lasting solution. Corporate policy led a manager to respond in an ableist manner by refusing to communicate plainly, which CLX could have avoided with reasonable adjustments for neurodivergent customers. CLX later refused to compensate me adequately for these experiences, making an insulting offer of $100 and a three-month warranty extension, which I feel is unfair given the prolonged issues and my financial and emotional investment.

    My only support has come from ***** 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.

    Customer Answer

    Date: 12/09/2024

    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,

    ****** ****

  • 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.
    Computer system under warranty, it fail. Took to a repair place to isolate, found it was the motherboard.

    Was given two ways to fix it. I called Cybertron and informed them I was losing money each day comp was down. Discussed with Cybertron rep, was told to get a "cross replacement" and they'd have a new motherboard next day. The even collected payment at 10AM from me of over $500 to complete the transaction.

    Next day, the motherboard is unsent. Cybertron will not send it until Tuesday. Only offering a discount of the "overnight" rate.

    Not only are they holding $500 of my money, they are losing me $230 each day extra my computer is out of service. They were aware of this and the solution was clearly to not go thru them.

    I need something more, as they didn't complete their promise and I am paying for it, when it is their contract breach which is causing the damage.

    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.

    Customer Answer

    Date: 04/12/2024

     

    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. 


    **********

    ***** ******
  • 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.
    On 11/11/23 a ***** package was dropped off at a ***** **** located at *** * ***** **** Eden NC. A customer service rep from ***** confirmed that all the packages were picked up on 11/13/23, but none of the packages were scanned until they were dropped off at their local warehouse. I am unable to obtain any information about the location of this warehouse. At this point, both Cybertron / CLX Gaming and ***** are denying the claim (CLX/***** Claim number ***********). My ****** *** *** **** Video Card is lost and I am out approx $220. I've had to purchase a replacement Video Card since, from ******, so I could continue to use my PC. My out of pocket cost for the new Video Card was $221.48. I was unable to find a New GTX 1650, so it was replaced with a new GTX 1660. I have also filed a separate claim with ***** (************. ***** advised that they will re-check the warehouse, but the agent, *****, advised me that ***** does not usually reimburse anyone for lost packages. 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.

    Customer Answer

    Date: 01/09/2024



    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,

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

  • 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.
    Purchased a CLX PC through a third-party vendor in June 2023 for $1700. After 2 days of use, the PC stopped working due to a faulty CPU. CLX offered to send a replacement PC, but it took approximately a month for this to happen. Due to this timing, the option to return had now passed. Received new PC and within 3 weeks, this one had stopped functioning due to a faulty GPU. At this time, I requested a refund but was advised that I was passed the return date and was only authorized warranty. Having received two faulty systems doesn't warrant trust in a third system, but due to their processing, a refund has not been authorized. This is horrible customer service and completely the fault of CLX.

    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.

    Customer Answer

    Date: 09/26/2023



    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: 09/29/2023

    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.
  • Initial Complaint

    Date:04/05/2023

    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.
    Order #******

    My computer arrived with error messages popping up everywhere.
    It would not install ********** and still wont.
    You were supposed to pre install ******** but it was not installed and was unable to for several days because of a ******** error that i had to figure out myself (not a big computer guy since this was my first pc in 15 years.) eventually figured out that ******* was installed without secure boot.

    There are several pcie headers that were unplugged from the motherboard. Power supply rgb not connected to motherboard rgb so it just flashes all rgb at very high pace. **** *** **** **** ** ******** 
    I also think you should tell people the brand of graphics card you are putting in. When i saw *** i wasnt sure what to think and had to be reassured by a local computer store who said that they dont supply *** because of the lack of knowledge about their consumer parts and they purposefully do not supply this brand to avoid customer reassurances.
    My last gripe is 2 days after i bought it, i was given promotions throuhh your emails about a pre configured pc that was $*** cheaper than the one i bought but was superior in every part and aspect.
    I will not reccomend your company to my friends as i believe my order was neglected and overcharged.
    Thanks, Tyler ******

    Business Response

    Date: 04/14/2023

    We would like to thank the customer for choosing CLX, and sincerely regret that their experience - thus far, has been less than satisfactory.

    We would also like to observe that when the customer's feedback was initially received, we were a bit surprised, as our systems showed no prior contact regarding any questions or concerns about the system whatsoever.  In addition, our early attempts at contacting the customer, both by phone and through email were initially unsuccessful.

    Fortunately, however, the morning of the day of this writing, we were finally able to establish communications with the customer, and have begun the process of addressing and remedying the issues and concerns encountered.

    In these initial (from our viewpoint) communications, the customer informed us that they had tried to reach us prior to offering their feedback here.  As mentioned above, we have been unable to locate a record of a call, email, or message, and are trying to verify the means and number/address used in the customer's attempts to reach us, and sincerely apologize for any circumstances within our control that caused those attempts to be lost and/or overlooked.

    We also apologize for missing the installation of ******** on the PC; that was an error on our part, as this should have been done during the integration and testing phase, but appears to have been missed.

    Based on the description of the issues encountered, we are lead to believe we are dealing with some form of ******* corruption, which can have a variety of causes. Most commonly, it's a ******* Update interacting poorly with a driver or background process.  While it will take a bit of troubleshooting to verify this, regardless of the cause, we have steps that we can take to resolve this.

    Regarding the RGB lighting in the power supply. At times the RGB is not plugged into the motherboard due to the power supply having its own controller, and sometimes the lack of available motherboard RGB headers.

    However, the customer's configuration has a non-modular power supply, and that cable will be present and available for use. Once plugged into the motherboard, and the RGB control button on the back of the power supply is pressed for three seconds, control will be switched from the integrated unit over to the motherboard software.
     
    This leads us nicely into all the extra cables and connections that are not plugged in; as mentioned before, the power supply is a non-modular unit. This means that all supported cables/connectors, including those that are not needed or used for the current configuration are still fixed to the power supply and unable to be removed.  They are simply present, and available, should they be needed in future (such as when modifying the configuration).

    As to the concern over the brand of graphics card, please know that while availability at time of assembly does frequently determine the brand of card used, we are very particular about the brands we will use, selecting for proven reliability and performance, including ***.  While perhaps not as widely recognized by end users in the home/gaming market, *** is particularly well known in the industry for their ****** ****** series of cards, primarily used for high-level design applications.

    This being said, we do appreciate the customer's observation and feedback, which will be provided to the appropriate teams.  We do listen to our customers, as this helps us to shape our products and processes, to better suit their needs.

    With regard to the promotional emails the customer indicates they received, we are coordinating with them, to determine which emails were received, and what configurations were in them, as compared to the one received by the customer.  Once we have more information, we will be better able to address this concern for the customer.

    We would like to thank the customer again and to let them know that we are committed to helping them, and given the above, including that communications have been established, we are confident that we will be able to do so to their satisfaction.
  • Initial Complaint

    Date:03/01/2023

    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.
    I spoke with the support department about an order i placed on your company website Order#****** because I needed the form to cancel the order, and your customer service never sent the form billed my credit card for $******** and has yet to build the computer and send it, Because for some reason the computer I built on your website has software and hardware issues meaning they are unable to build the computer so I asked to cancel but, customer service says I need to fill out the form to cancel order#******. But they have yet to send me anything at all to my email address. And they were sure to charge my card in the meantime. I am also unable to speak with a live person on the phone, all I receive when I call is a ring tone and then I sit on the phone for 15 mins then your phone service drops my calls. I've tried calling after hours but am unable to leave a message because I don't have a name for anyone at the company to leave a message with. convenient for your company to never offer a name to anyone that works in sales or customer service to prove that I have ever spoken to anyone at the company about my order that cannot be built because your software doesn't show any problems when you customize your order on your web site. I'm seeking a full Refund of the money you charged my credit card for in the amount of $********

    Business Response

    Date: 03/08/2023

    First, we would like to express our sincere regret regarding any confusion or difficulty, both in the order/cancellation processes, and in reaching us.

    After being notified of the feedback here at the BBB, we were able to see that there had been a breakdown of some sort in communications, as a full refund had already been completed on our part, 10 days prior to the feedback being filed.

    Therefore, upon becoming aware that there was a concern needing addressed, we reached out, and were able to establish contact with the customer's son, who was able to confirm that none of our emails to the customer, regarding the refund that was made, had gotten through.

    We then provided information showing that the refund had been completed nearly two weeks prior, and advised that the credit card company / bank be contacted, to show the funds having been returned.

    As to the description of events when attempting to contact our Support Team, although we have not noticed any outages or other anomalies with our phone system, and all seems well at this time, we are looking into logs to see if we can find where the difficulty may have temporarily arisen.

    Thank you, and we believe that as the refund the customer was requesting in their feedback had already been completed on our part, prior to the feedback being made, that the situation has been addressed in a manner that will satisfy their earlier concerns.
  • Initial Complaint

    Date:08/25/2022

    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.
    Order status shows computer was shipped on 8/23. Upon reviewing the shipping QA in order status, it shows that labels created and shipped out 8/25. I have already waited through a 5 day delay (order status showed no missing/waiting for parts). Customers wait for an expensive item they ordered, correct information should be relayed to them. Order should have arrived today or tomorrow, but will now possibly be next week all do staying in order status that it had already been shipped when it had not.

    Business Response

    Date: 09/27/2022

    Business Response /* (1000, 5, 2022/08/26) */
    We would like to thank the customer not only for choosing CLX, but also for their feedback!

    We would also like to apologize for any concern or confusion caused by the manner in which the Order Status page is updated.

    In this instance, the confusion was caused by the fact that at the time an order is invoiced and begins being prepped to ship, i.e., label creation, etc., the order status page reflects this at that time, and orders normally are picked up by the carrier that same day.

    However, there are those times - especially such as the case here - where high order volume can add a business day or two, to the amount of time it takes an order to not only invoice, but get packaged, and physically picked up by the carrier.

    At the time of this writing, the system in question was not only actually picked up by the carrier earlier on the same day as the customer provided their feedback, but is also -based on tracking status and information provided by the carrier- currently expected to arrive on the 'tomorrow' mentioned by the customer in that feedback.

    Again we apologize for any confusion, but believe that as the package is scheduled to arrive when the customer expected it, that the matter will have been addressed to their satisfaction.

    Thank you!

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