Report: #728914

Complaint Review: Cyberpowerpc

  • Submitted: Fri, May 13, 2011
  • Updated: Mon, May 16, 2011
  • Reported By: cera66 — garwood New Jersey United States of America
  • Cyberpowerpc
    5175 Commerce Drive
    United States of America

Cyberpowerpc Buyer AVOID - reused/broken computer hardware and TERRIBLE customer service - literally threatening customers , Internet

*UPDATE Employee: Consumer refuse to comply with Warranty service.

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I bought a computer from Cyberpowerpc 12/2010. 5 months and 3 returns later I still do not have a working computer.
I first tried to order via phone and was told to go online. I did and was contacted by a sales rep - where he yelled at me - for his mistakes. The computer came - and did not work. The main fan was bent, the power unit buzzed so loudly when any games played that I could hear it over music and the motherboard did not work - when all ram slots were filled, music and movies skipped and froze and windows crashed constantly.
Tech support said that service and parts are covered by the warranty, not shipping - which is ridiculous for an internet based company that must ship everything. They also said that even though only certain parts were defective, and I was willing to swap them out myself, I must send the entire machine. I said I could handle it but was repeatedly ordered to send the whole computer - at MY expense. I paid $60 to mail the computer back.
During the next 2 weeks, the defective power supply and motherboard were replaced and the computer was shipped back - but not packaged well. With almost no damage to the shipping box, I opened the case to see both the video card and motherboard were visibly cracked and the case was dented. 4 calls and 3 messages later (no one EVER got back to me) I was able to reach someone - who took a message. Days later I was able to reach someone else; after I again said I could make the changes myself, fearing more damage, I was again ignored and repeatedly ordered to send the entire machine back.
3 weeks after I sent the computer back the 2nd time I again had to call MANY times to reach anyone, was put on hold for another 2+ hours combined (45 mins on one call) and was just told to send an email to the disputes dept; over 2 weeks later and no response.
In the meantime, the computer arrived in the same previously damaged case (not replaced) which is now EXTREMELY scratched and dented - as there was again minimal packing foam around the computer - it is now dented in about 1.5 inches on the side where the motherboard is anchored! AND THE COMPUTER STILL DOES NOT WORK AT ALL. Turning it on results in very loud noise and no picture / or windows come up.

Same ridiculous treatment - dozens of calls just to leave messages on voicemail or with someone or send emails - none of which are ever responded to. The highest level of staff they ever allow customers to speak with are techs - who only say to mail the computer back.

The most recent tech I had to deal with was literally speaking over me very nastily (common practice on their part - if you can even reach them) and saying it is my ONLY option - even though it has not worked twice now - and he actually hung up when I said this and that I wanted to have a new build put together and sent while I sent this one back. I even took almost 20 pictures of the damage and bad packing and sent them to the tech - who REFUSED to look at them or listen to my concerns about mailing the computer yet again. He actually said "I dont need to look at them, im talking to you. I have no proof that you didnt do the damage yourself." ARE YOU KIDDING ME?
Then he actually threatened me - YES THREATENED ME - on 2 separeate occassions saying that they 'do not care' what I want and that if I 'chose to go to court over this [I] will lose.' And all requests to speak with supervisors are treated with disdain and contempt.

This is by far the worst company I have EVER had to deal with. The quality of the parts and system build are subpar and Customer 'service' is nonexistent - it is more like customer hatred and antagonizing. I am now forced to send the computer back AGAIN or simply throw it out. DO NOT USE CYBERPOWERPC.
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This report was posted on Ripoff Report on 05/13/2011 10:44 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE Employee

Consumer refuse to comply with Warranty service.

AUTHOR: Cybertech - (United States of America)

We can understand that it can be upsetting to receive a system back and have it not working and with added physical damage, however, if the company acknowledged your claim and immediately request that we assist you with returning the system back to Cybeporwer to address all reported issues by our Cyberpower service staff immediately as per the limited warranty and reporting consumer refuses to do so.  I can see, no fault in how our staff  could have handled it any differently. At this time the consumer who doe based on the previous call record indicate that he would obtain replacement part and then take the items to have them serviced by a third party repair or by himself thus violating the limit warranty agreement.

At this time, No warranty service has ever been refused to the consumer; only that the all warranty work be performed by Cyberpower PC as outlined in the Limited warrant agreement and not by a third party nor a consumer in this case base on record skill level.  In this particular case the company has elected to immediately to issue a return shipping label and RMA to bring the entire system back, there was no need to review any photo since the call and photo was already review by another member of our staff and it was clear that the best course of action was to bring the system in question back to address the consumers concern. This was clearly stated to the consumer numerous time with the consumer refusing and demanding that we ship the replacement parts to him and allow the consumer and possible a third part repair shop to perform warranty work. It was only then that the call was escalated to a senior tech, when the consumer repeatedly refuse to allow our staff to administer the proper resolution in this is case.  Which was not mentioned in by the consumer in is original report here on this forum. 

Cyberpower PC would urge the consumer to act swiftly, and allow for our staff to provide service per the limited warranty by having the consumer ship the damaged system back with the already supplied RMA and Return shipping label. 

Cyberpower PC.

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