- Report: #1039882
Report - Rebuttal - Arbitrate
Complaint Review: CyberPowerPC
CyberPowerPC730 Baldwin Park Blvd City of Industry, CA 91746 City of Industry, California United States of America
CyberPowerPC wretched customer service; unwilling to correct their mistakes City of Industry, California
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Right out of the box, one of the two videocards failed. I assume the damage was done during shipping. I spent the extra money to have the system carefully packaged to protect it during shipping. That was a joke, and a waste of my money. The vacuum-packed foam that was inserted into the case wiggled around loosely and did nothing to protect the internal components. Even if the foam had been adequate it wouldn't have mattered; the case was shipped in the box the case is sold in, which was then put into another, larger box. Two pieces of foam were used to pack the smaller box into the larger box, and those pieces of foam did nothing to stop the smaller box from flopping around inside the larger box.
I contacted tech support, and they asked me to ensure that the problem was with the video card(s) and not a software issue. I did as they asked, confirmed that one of the cards was bad, and called tech support back to get a new video card. I was told that in order to get a replacement video card quickly they would have to charge my credit card the cost of the video card. Unfortunately, I had just spent all of my disposable income on a PC that should have worked when it arrived. I was transferred to a supervisor; a rude, patronizing, self-important, man by the name of Lap. He made no effort to make me feel like a valued customer with a legitimate complaint. He talked down to me, patronized me, and treated me as though I were wasting his time. I asked to speak to his supervisor, and he refused. "I'm the one handling this issue," he told me, although, in fact, he made no effort to "handle" the issue. It was very clear that he had no interest in helping me. His company had my money, and he was annoyed at my reluctance to give them MORE of my money to rectify a problem that should have never existed in the first place.
Adding to my frustration; I spent quite a lot of money to have my system shipped 3-day. The monitor I ordered was back-ordered when my system shipped and shipped later the same week. Instead of sending the monitor 3-day shipping, it was sent ground! Fortunately I had an old monitor lying around... No one that I spoke to had any interest in rectifying this oversight, although they all agreed that the monitor should have shipped 3-day as well.
I understand that things can go wrong during shipping. If my biggest problem had been a busted videocard, I would have no reason to complain, but the treatment I have received from CyberPowerPC's "customer service" has been unforgivably poor. I could have purchased the same system from any number of companies. I could have built the same system myself for considerably less. CyberPowerPC and its employees seem to think that they are the only game in town. I will not be doing business with CyberPowerPC again in the future, and I suggest that, if customer service is important to you, learn from my mistake and take your business elsewhere.
I understand CyberPower's position; they must ensure that the defective card is returned to them. With that understanding, I would have been perfectly happy had CyberPower offered to refund a part of the 3-day shipping cost ($149 is what I believe I paid for that option). Even a refund of the $19 I paid for the extra-secure shipping would have appeased me. Instead, after posting the above dissertation on the company's forum, this is the response that I got from someone named CyberHD of CyberPowerPC's forum Admin Group:
All systems should work, but unfortunately that is not always the case. I understand it can be frustrating to have something new that is not functioning 100%. However, no one would ship a 7970 or other item, without assurance of receiving the core back. Sorry for any inconvenience this may have caused.
NONE of my concerns were addressed. None of the money that I spent on shipping options that were not fulfilled have been refunded. In fact, in my ongoing struggle with CyberPower, CyberHD seems to be the only person that will acknowledge my existence, and even he only pops his head up long enough to take a shot at me on the forum.
My phone calls have all lead to dead ends. A low-level functionary tells me that there is nothing they can do. They refuse to send me farther up the chain of command.
My emails are ignored.
After going through my invoice again briefly, there is at least one add-on that I paid for on my system that I did not receive: "Maximum number of 120mm cooling fans for your case." I don't remember how much I paid for that, it wasn't much, but I wonder how many other people have had similar experiences or have been charged a significant amount of money for smoething they didn't receive.
CyberPower's forums are FULL of unsatisfied customers.
I began this process with what I believe were realistic expectations. I just wanted a small refund ($19 would have been sufficient) to show that CyberPower was trying to do the right thing. My experience, and those of many other CyberPower customers, suggests that all CyberPower wants is your money. Your satisfaction and your repeat business are none of their concern.
I invite you to head to the CyberPowerPC forums here:
Read my interaction with CyberHD and tell me whether I'm wrong.
DO NOT DO BUSINESS WITH CyberPowerPC!
This report was posted on Ripoff Report on 04/01/2013 09:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/CyberPowerPC/City-of-Industry-California-91746/CyberPowerPC-wretched-customer-service-unwilling-to-correct-their-mistakes-City-of-Indus-1039882. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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