CyberpowerPC.com FAIL

Post by **FlyingPenguin** » Mon Feb 07, 2011 1:53 pm

Wanted to post this because I've recommended CyberpowerPC.com here in the past.

I've been happy with the two rigs I've bought from them, and have referred them to several friends. All experiences have been great until now.

A friend of mine ordered a rig that arrived with shipping damage and Cyberpower refused to cross-ship or even replace it. My friend was told that it was company policy to repair it and he had to ship it back for repair.

That's bogus. Moreover when they did return it, it didn't work (BSOD and Win7 tried and failed to perform an auto-repair). Who knows if it was due to g-shock damage to the drive from the original shipping damage?

He's going to demand his money back.

Here's a link to a post I made on their customer forums about this. I'll be curious to see if they respond:
http://www.cyberpowerpc.com/forum/forum ... ?TID=12546

Because of this I can't recommend them anymore. Any decent online retailer would have replaced the PC, and Dell would cerainly have cross-shipped a replacement.

You pay for a new PC you should get a new one and not a refurbished one. Any loss they suffered they should try to recoup from the shipper, but they should have done right by the customer.

I feel bad having talked my friend out of buying a Dell originally because I felt we were getting more bang for the buck from these guys.

DaMaN · Post by **DaMaN** » Mon Feb 07, 2011 1:59 pm

Not your fault FP. If it were your company you would have done him right no doubt. Just work with the client until resolution and I am sure you efforts will be appreciated by them. Thanks for the heads up and update.

Post by **FlyingPenguin** » Tue Feb 08, 2011 10:44 pm

Followup:

The BSOD was caused by using an HDMI cable to connect to the display. Boots fine with a DVI (I really hate HDMI).

I had to diagnose that. Tech support had him re-install Windows, and it still BSOD'd. I then had to remote in via Logmein and install the drivers because tech support didn't have him install either the USB 3.0 drivers or the video card driver.

He's so aggravated with them that he's willing to keep the PC now that it seems to be working. If it was me I'd return it and then tell my credit card company to cancel the payment.

Any time he's mentioned a refund they just brush him off. They never once even apologized for him having any problems, and tech support has actually beat him down and made him feel like crap.

Meanwhile he still effectively has paid full retail for a refurbished PC and has been made to wait 5 weeks for all this to get resolved this far.

Inexcusable.

DaMaN · Post by **DaMaN** » Tue Feb 08, 2011 10:50 pm

wow thats horrible of them. Thanks for the follow up.

normalicy · Post by **normalicy** » Wed Feb 09, 2011 4:55 am

Dang, and I had a friend who wanted to go with them too. That is very unacceptable customer service for such a large company.

Post by **FlyingPenguin** » Wed Feb 09, 2011 9:31 am

The other thing that annoys me is that despite the fact that he's only had possession of the PC for a few days with all this shipping back and forth, he's getting the "Refunds are only allowed in the first 30 days from invoice date" B.S.

That said, the PC itself is a very nice build, and it's a shame because I like the component selection. That's why I've ordered from them in the past: you can customize a build with the same components you could build it yourself from if you ordered from NewEgg. When I was configuring a PC from someone I would have the NewEgg web site open in another browser reading up on reviews of the different motherboard options.

This is the first time I've had anyone need to call their tech/customer support.

I just checked ResellerRatings.com and they still have a good score (7.92) but a lot of the negative comments are concerning customer service.

b-man1 · Post by **b-man1** » Wed Feb 09, 2011 4:01 pm

that's happened to me several times at work...imagine buying a $15K server, have a defective mainboard in it (out of the box), and have to RMA the part out and rebuild the thing. blah.

Post by **FlyingPenguin** » Wed Feb 09, 2011 5:11 pm

No joy. It BSOD'd overnight and again during the day. Then he got an error about Flash crashing and being corrupt. All this is a new Windows install.

I told him to call today and get a refund before they saddle him with this thing.

eGoCeNTRoNiX · Post by **eGoCeNTRoNiX** » Wed Feb 09, 2011 7:27 pm

Yah, sounds like the hard drive probably took too much of a jolt.. Shame.. My very first custom PC was made by CyberPower.. That was back in 1999.. Cost me $450 lol