Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tue, Jan 25, 2022 Total : $2484 I purchased this system because I'm an avid gamer. I wanted something that would play my games, and well, this system is it, or so I thought... I started having issues within the first 8 months I had it. Bluescreens, freezes, auto shutoffs.Messaged and called the company several times with no help. I am disabled with several health issues, so that desktop was my getaway to take my mind off of everything. I had pictures of my baby brother saved on this pc, just one day I turned it on, and the hard are erased all. I have extra HD added for photos of my grandchildren, kids, and other family members. Everything erased on its own. I broke down and cried. See, my baby brother passed away and now I can't get those pictures back. I had videos of him as well. This company preys on ppl with poor credit to buy systems that you can buy elsewhere for a lot cheaper. Losing my brother's pictures has sent me into a depressive mood. Ive cried ive, went into a deep depression. Ive emailed them several times to try and receive help on getting this fixed. They keep saying make a time, i do and no call... I emailed them several days ago to call. I want my pc fixed or a replacement. I desreve this much. I have uploaded some screenshots of our convos. When I ask for the time to call, they give me a time they will... I want my pc replaced. They can replace this item, fix and resell it; it is unfair for me to go without using my system. I haven't been able to play on this pc for a year. YES A YEAR....I have called them so many times on hold for 30+-45 minutes, then the phone hangs up...

  

  Business Response

  Date: 02/11/2025

  Hi ******,
  
  I am so sorry about the trouble you have been having getting in contact with our staff here, and would love to arrange for you to be taken care of and get your system back up and running.
  Unfortunately due to the age of the system we would not be able to offer a direct replacement of the entire machine, but we can definitely offer a repair of the system as is included in your warranty.
  I arranged for a technician to reach out to you directly today and would love to hear from you should that not happen. Please feel free to contact me directly should anymore issues come up again with you not being contacted, or anything else during the process here: ***************
  
  Either way, I again apologize for the difficulties you have had with us and hope that despite this, you can enjoy the rest of your day.
  
  Thank you,
  ***** *
  Customer Success Manager
  Xidax PCs

  Customer Answer

  Date: 02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have asked on numerous occasions for help in getting this repaired even before the year was up. Yet you can't help with anything without me paying shipping costs. 

  This is unbelievable. 

  I should have done more research before ordering a pc from you guys. It sure isn't worth what I paid for it. 

  I mean, buying the parts roughly, I'd have $900 in the system. Yet you guys charged close to $3k. 

  I call this preying on ppl who can't go to a traditional company and order one. I have called in numerous times, emailed onto of emailed. And i am sure this phone call wouldn't have been returned without this BBB complaint.

  NOT Sincerely,

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

• Initial Complaint

  Date:12/26/2024

  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.

  Just had to purchase a completely new PC because whoever installed my *** from Xidax put WAY too much thermal paste on it.. Went to clean it for maintenance and as I pulled my cooler off the *** the cooler came off along with it, damaging the pins irreparable. So I went ahead and upgraded to an AM5 Motherboard with a Ryzen 7700x ***, DDR5 Ram, 850 Watt PSU and an AIO cooler to prevent that from happening again. I got totally taken advantage of by Xidax as it was my first real build in 2021. 1960 for a RTX 3060 and a Ryzen 7 5800x with a 550 Watt PSU. I'm a streamer and I definitely don't recommend Xidax to anyone anymore. I used to praise them for their service but looking back I got screwed.

  

  Business Response

  Date: 01/02/2025

  Hello *******,
  
  Unfortunately due to the age of the system I cannot offer a refund on the machine, but we are more than happy to do anything we can to attempt to make this right.
  If possible I would be happy to start a discussion on what can be done to remedy this situation in a direct email chain between us, if you wouldn't mind reaching out to me at ******************************** so we can get this resovled.
  
  I apologize for the experience you have had with our system and look forward to hearing from you.
  
  Thanks in advance,
  ***** M
  Customer Service Manager

• Initial Complaint

  Date:12/11/2024

  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.

  I bought my wife a computer from Xidax in June of 2018. Most of the experience we've had with them has been positive including a upgrades on the computer that we sent in and got it back no problem. But it wasn't until recently we've had some issues with them. My wife's hard drive went down suddenly so I started support and getting help with the hard drive on November 25th, 2024. After a week of working on it, we realized it was the hard drive was shot. With the team we started working on a replacement and working out costs etc. After a week of figuring out what was needed, then being told the part wasn't in, then being told we would be upgraded at a cost to us, and still more dragging on of not getting the part, I told them that I expected everything to be comped for the continual run around. It was always someone else's fault that something wasn't where it was supposed to be etc. Finally on December 6th, 2024 Aspen (who was an absolute rockstar with everything when we finally got him to take over the project) and his manager **** said they would comp everything and get it shipped out Friday. I got back in touch with them Monday, December 9th and told it would be shipped out that day as they missed the ***** truck on Friday. But then comes tuesday, December 10th and it is still not shipped and apparently shipping didn't send it out on the truck for whatever reason. Today on the 11th, I am still getting the run around on the part being sent to me. It's been almost 3 weeks of this and whoever is in charge of their shipping department needs to get their crew in line for getting things sent out. I appreciate the 2 day free shipping they are providing and no cost on the upgraded hard drive but this is getting absolutely unacceptable with how long it has taken to have something shipped. She works from home part time due to her disability and while her boss has been understanding it has caused her to be in the office more which has caused her pain to be increased. FIX THIS

  

  Business Response

  Date: 12/13/2024

  Hey ******,
  
  I apologize for this entire situation and the pain, mental and physical it has caused for you and *****. I see the drive ahs already shipped with the previously described free expedited shipping and no cost on the drive, but would love the opportunity to help see if I can't do anything else to make this right.
  Please feel free to reach out to me directly at ******************************** so we can open a dialogue and work on correcting this experience together.
  
  Thanks in advance,
  ***** M
  Customer Service Director

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my PC last year at the end of September 2023 and everything was great up until a few months ago when I started having issues with my computer. I contacted them several times left several emails even got in touch with their one of their sales reps and they refuse to get back to me in any sort of manner I call and sit on hold everyday and no one answers.

• Initial Complaint

  Date:08/05/2024

  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.

  We purchased 2 PC's for over $10,000. They made lofty promises about customer support and the quality of their product and yet have failed to deliver.I've been trying to get ahold of them for the past week, no working phone, no live chat anymore, it's like they've gone out of business.I've been having PC problems with my PC (My wife has been fine) since the computers were shipped.They've been impossible to deal with, my future PC's, which we buy every 2 or so years will be purchased through ********* Systems. The product is great, prices are fair, however their customer support is horrible, I'm sure the problems I'm having are a one off issues however with no available support I would not recommend you use this company. (Keyboard not working, have to unplug in several times a day and re-plug to get to work, various other minor issues, programs crashing, having to reinstall programs, had to reinstall windows etc. I have 30 years of computer experience, I didn't install anything that would cause this, it's clearly a hardware failure issue which it would cost me $500 to ship the computer back for repair, great!)

  

  Business Response

  Date: 08/06/2024

  Hello *****,
  
  I apologize for the experience you have had thus far and would be more than happy to issue store credit or wave the shipping fee to have this system sent back in so we can rectify the issues you have had with your system.
  I would very much appreciate if you could reach out to me at ******************************** so we can have an easier and more direct form of contact. I am also more than happy to reach out via a phone call if thats your preferred method of contact, please feel free to reach out to me at that email so we can get this situation handled.
  
  Thank you in advance,
  ************
  Customer Success Manager

• Initial Complaint

  Date:05/09/2024

  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.

  The force you to install webroot, to keep your warranty , Ive had it on my computer for a year now and it does legit nothing it is just windows defender so more bloat ware for my pc! Yay, well its getting to expire soon and now I get spammed 24/7 to unistall it , I tried I am the admin account, it wont let me uninstall , download a unistalling tool to get rid of it still wont go away, email Xidax they tell me the same s*** I told them Ive been doing , I got mad emailed again hoping it get someone different email the same s*** close the ticket , ended up having to call people from another place to fix the issue, honestly this alone has made me not want to buy from Xidax ever again they do not care they infected your computer with malware , dont want the malware? That ***** they will void your warranty

  

  Business Response

  Date: 05/09/2024

  Hey there,
  
  I apologize for the experience you have had with our system and the antivirus we installed on the machine.
  It generally should be your choice whether to keep the software installed on your machine or not, and it does not void your warranty not to use it, if someone had mentioned that, they were wrong.
  Either way as that has been sorted by a different company it is beyond the point here, I apologize for you having to go that route to get this taken care of.
  
  If a refund is your desired result after what you have been through I can definitely help get that set up, if you wouldn't mind emailing me directly at ******************************** so I can further discuss this with you, and help get this matter settled.
  
  Thanks in ******************************************** Manager

• Initial Complaint

  Date:04/22/2024

  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.

  On 2/15/2024, I ordered a custom built pc with extra peripherals. Upon receiving the pc, no peripherals were shipped. After contacting custom support, I learned that items were out of stock and being shipped when available. On top of the free shipping and peripherals packed offered to items of $2,999.00 or more, I was still charged for shipping and those promoted peripherals. On 3/29/2024, I ordered another custom built pc with peripherals. Again, upon receiving the pc, no peripherals were shipped. Once again I contact customer support and was told that they knew monitors and speakers were out of stock. I received no correspondence of any type about the out of stock items. No solutions were offered and no information could be given as to when items I purchased and paid for are going to be shipped.

  

  Business Response

  Date: 04/23/2024

  Hey *****,
  
  I Apologize for the situation so far and how this has been handled. I would very much like to see if I can't have this taken care of for you A.S.A.P with you receiving the peripherals you ordered, or replacements of at least equivalent value/power. In addition to this I would like to discuss you having paid for shipping on the original peripherals and see if I cannot get that amount refunded to you, or if there is anything else I can do in an attempt to make up for this situation having happened.
  
  Please reach out to me directly at ******************************** so we can discuss options and see what I can do to correct this.
  
  Again I am sorry for this whole situation, and hope despite the hassle, the systems have been serving you well so far.
  
  Thanks in advance,
  ************
  Call Center Director.

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm deeply dissatisfied with my experience with this company. In late 2022, I spent $8,000 on an X-10 desktop, discussing my specs and timing my purchase to coincide with the release of the 40 series. I paid extra for a fully themed build, but ultimately, all I got was orange water cooling liquid after being initially promised a custom backplate, which was then cancelled due to wrapping issues. Despite receiving a refund for the theming, the lack of communication and failure to deliver as promised left me disappointed.I bought the computer planning to upgrade the Ryzen 7 *** to a 7000 series X3D chip in the future, assured of support if the upgrade was professionally done. However, from the second boot, I faced blue screen issues. A CMOS reset temporarily fixed it, but problems persisted whenever I turned off the *** In August 2023, after upgrading to a Ryzen 9 7950X3D and not achieving the expected performance in games like Apex Legends and Modern Warfare 3, even after a full reset and changing the boot drive to a 2TB 980 Pro, I was deeply frustrated.The situation worsened after I moved houses in February, with the computer failing to boot. Despite multiple troubleshooting attempts and finally getting it to run, the issues remained. Support, initially helpful, declined to assist after the *** upgrade, contradicting earlier promises of support, citing that the employee I had previously talked "no longer works here".Past interactions were positive, but currently, the manager ignores my emails, and I'm left without support for a computer that struggles to start without BIOS resets, requires running RAM below rated speed, and compromises gaming performance. This entire ordeal reflects a disappointing decline in customer service and support, especially considering the investment and trust placed in their product and promises.

  

  Business Response

  Date: 03/27/2024

  Hey ******,
  
  I am sorry for your experience thus far with our support for the system.
  We are more than happy to have the system sent in for a warranty repair, with shipping covered as an apology for how this has thus far been handled.
  One thing that must be noted though is that regardless, the processor that has been bought and purchased via a third party is not something that we can cover as that is not a part from our company, in the event that the issue is related to this processor we can discuss how to proceed with you at that time to make sure we come to a satisfactory resolution. The suggestions at that time would most likely be in line with us sending your processor back to warranty replace it with the company you bought it from, as it is your product that we cannot provide support for directly.
  
  In terms of all the other parts acquired from Xidax, we are more than happy to help how we can with those under our standard warranty.
  
  Otherwise I again apologize for the frustrations you have had, and hope we can help out from this point forward.
  Please feel free to reach out to me directly at ******************************** for any further questions or concerns, and so that we can get you set up with a return label for the repair of the system.
  
  Thanks in advance.
  ************

  Customer Answer

  Date: 03/28/2024

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

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered upgrades to my computer on July 24 and was told that it could be done in 2-3 days. Two days later I sent them my machine (shipping took 6 days) . I heard nothing from the company and called sales, which told me it should only be a couple of days until it was upgraded and shipped. I contacted sales several times over the next 3 weeks (considerably longer than 2-3 days). There were no updates in their system so the sales person could not give me information regarding a finish and shipping date. I was persistent on the afternoon of 8-18 trying to obtain the status of my machine. The schedule for working on the computer was not in their systems, additionally only repair department could provide an estimate. I was told they could call me—it's been 2.5 hours and no call. I asked to speak with anyone in management who could resolve this situation—I was told all management was in a meeting and not available. I then said if management wasn't available then return my machine and refund my payment to Xidax. The sales person then contacted the repair department which said that work on the upgrade had started this afternoon. I find that convenient and probably incorrect. I'll wait to August 21 and call again regarding completion and shipping ETA or if they are returning my machine and payment. Three weeks is excessive for 4 hours estimated work time and is unprofessional not having a completion and shipping ETA to manage customer expectations. I want my computer now, preferably upgraded. If not, then refund my payment and immediately return my computer.

  

  Business Response

  Date: 08/22/2023

  Hello Mr. ***,
  
  I do apologize for the experience you have received with the upgrade and repair process with us at Xidax.
  I do see that the system is currently on it's way back to you so unfortunately I cannot expedite this any further or check on the build physically myself to help assuage any concerns, but if there is anything further I can do to in some way make up for what you have experienced, I would be happy to provide what I am able. To get in touch with me directly, feel free to reach out to me at [email protected], and we can start a conversation in email, or set up a time where you would be available for a call so I can make sure at the very least I can hear more directly from you where this all went wrong on our end.
  
  Thanks for your feedback here,
  Jesse M
  Customer Service Manager.

  Customer Answer

  Date: 08/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have replied to Xidax Customer Service and ****** *****, an owner of the business.  I believe the employees are doing as well as they can, but there are deficiencies in the businesses systems and procedures.  See email to ****** ***** below.

  ******,
  I was a management consultant for 30 years with ***, ***** * ***** (*****) and *** ****** ******* and want to give you some feedback regarding my interaction with Xidax.
  1. The phone system is deficient whether by intent or lack of design--it's impossible to get any department other than sales. None of the two remaining options are answered or else they don't work.
  2. The chat capabilities are similar to #1.
  3. The ability to get a build or rebuild status is impossible. The status web page is sorely behind actual status. Clearly a systems problem which is totally inappropriate for a technology company.  A projected completion date should be current and any delays noted.
  4. The reliability of the data is suspect.  I purchased two computers and had one upgraded.  The history web page shows my purchasing only one machine.
  
  The result is that customers and employees are peeved.
  
  If you would like to discuss this further I will be available.

   

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/22/2023

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

  Customer Answer

  Date: 06/22/2023

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