**WARNING** AVOID ==CyberPowerPC.com== Borderline Scam

[Jynxlinx]

Wow, where do I being. I hate to make this a rant, but I've been through hell and back with these guys. If you would like the short version ===> DONT BUY FROM THEM!

Otherwise, this is an email that I had written to their "customer support/sales" department. I was hoping to receive a WRITTEN explanation in return, however, they refused and only agreed to speak with me over the phone. Of course

By the way, I had purchased the "1 DAY RUSH" service and arranged to drive there and pick it up myself.

"Andrew,

The customer service I have received so far has been horrible. I was recommended by a very close friend to buy my computer from CyberPower, because he had boughten his from the company 3 years ago. He mentioned that he received excellent customer service and that everything came early and that everything that he had ordered was there and ready to go.

First I had to deal with the "1 day RUSH" technicalities. I placed my order at 9am 6/23/10 expecting to pick it up the following "next business day." You explained to me that you didn't receive the order until around 3pm that day, fine. But then I find out you don't even start the order until the next day? That should be clearly written on the website before purchasing, as to avoid confusion. So now it's started on the morning of the 24th, and I'm told it will be done on Friday, which I was going to settle with since I understand orders take time to be processed. I call in at 1pm on the 24th to be told that my order is ready BUT it's being packaged and ready to be shipped. I was pretty confused since it wasn't going to be shipped, why would it need to be specially packaged for shipping? But fine, I was told I would receive an email shortly informing me that was order was ready. I found it odd that I couldn't make an appointment to pick it up when I called, because my order was going to be completed that day. I waited for the email while finishing errands and never received one. I couldn't believe it took 4+ hours to package, only to see that when I picked it up, it was 4 boxes held together by a single piece of tape. I live about 1 and a half to two hours away and I had still not received an email by 5pm at the END of the day, so I showed up myself. I feel like if I had never shown up, I would have been waiting till the next morning because you would have been CLOSED by the time I arrived.

I was glad that the 1 day RUSH fee had been dropped to 3 days,(which I had to argue for) however, it's hardly compensation for the lack of service I have received thus far. When I arrived home and started setting up the system, I discovered that the keyboard and mouse that I had ordered was not here. I was going to call immediately, but the office was closed by the time I arrived home. I called on Saturday morning and was told to call back on Monday morning...... When I spoke to you this morning about the missing items, I then find out that they will not arrive THERE until next week, and another week to ship over here. Why did I find out about this AFTER I had signed the credit card reciept for the items? Why was I not informed of this in person while I was there on Friday to pick up my order? Why was I not even informed while purchasing that my order would not be able to be completed because all items requested were not in stock? I was under the impression that I had received my FULL order, and apparently you guys did too because no one told me before I drove off.

Again, remember that I had ordered a 1 DAY RUSH, originally. If I had bought this system as my first PC, and had no back up keyboard or mouse, how would I be able to operate the computer that was just shipped to me? I can't express how extremely disappointed I am with everything. After setting up my system with my extra mouse/keyboard, I begin downloading necessary programs. In the middle of the download, the computer gets the Blue Screen of Death and dies. This is a brand new computer, it should not be bluescreening, it's ridiculous. After researching why the bluescreen had occurred, it seemed to be because the wireless drivers installed were not updated. I thought this had passed the quality control test. Luckily after installing the drivers myself, the bluescreen hasn't occurred again yet.

After speaking to the friend that had referred me, he was very surprised how much things have turned around. I am seriously considering returning the whole system and getting my money back. I noticed that I have a 3 years warranty with you guys, but at this point I'm not sure that I will be taken well care of. I would like an email response from you explaining my concerns and answering my questions. This has been highly unprofessional."

More discrepancies between what they say and what the website says.


"Andrew,

Still waiting to hear back from you. I was browsing the CyberPowerPC website FAQ's to see if some of my questions could be answered. I was surprised by some of the FAQ answers I read. For the ordering process, it says on the site that the order is processed immediately after submitting the order to the website. We are already past that, but I was told by you that it doesn't actually get processed until 6+ hours later and doesn't start getting built till 24+ hours later. And again, as for the back ordered items, I was never contacted or informed by a sales representative. "

I would still like my questions answered. Other than that, please let me know what needs to be done to return this system and receive a full refund.

Well you can bet I ended up returning the whole system. I had a 3 year warranty with them....but I wasn't getting any service within the first few days of purchase lol no thank you. Now the fun part....the refund. YEA RIGHT. I was told the refund would take 7-10 business days to be completed, so I assumed around 10-15 days. I returned the system on 7/9/10 and it is now 7/24/10, no refund You can almost NEVER reach anyone under their Customer/Tech support line. They are not even working during the hours of operation listed on their website. It has now been 14 business days since I've returned my system.

I've called multiple times unable to reach them, only their sales department (who can't help me with my situation "I'll have them call you back...hopefully today..."). They are still charging me for the rush fee even though I didn't receive my complete system until a week+ after. Still waiting on this $2100+ refund so I can stop wasting my time and buy a system from a competent company.

By the way, Andrew ended up passing me off to someone else because he knew he had messed up and didn't want to face me. And to this day, I have still NOT received an explanation from anyone at CyberPowerPC, because everyone I ask "doesn't understand the order situation" or "wasn't the one handling my sale."It's been one month since I've purchased the system, and I'm still sitting here waiting to use one! Thanks CyberPowerPC!

[michaels39]

If possible,I'd return the system. Quite frankly,if it follows the trend of system's from them,that blue screen is only a taste of the problems you can expect. Ask just about anyone on any tech forum,and they'll tell you Cyberpower has one of the worst reputations among boutique builders. They spend more money on advertising than on quality control and customer support combined.

[Jynxlinx]

Boy are you right about that one. I brought my boyfriend with me when I returned the system because I was getting tired of being pushed around. When we walked into the front office we had to "LOL" to ourselves a little...Covering the ENTIRE right wall are a whole plethora of awards and certificates and what ever else you can think of to support their excellent reputation.

15 business days later, still no refund. I contacted their sales department last Friday because no one would answer the RMA Status line the entire day... I was told I'd recieve a call back "Hopefully today." It's now Monday evening, no call, no refund.

Just bought all the parts I need from NewEgg to build my new computer. I won't be surprised if I finish building my new computer before I get this refund. Calling the credit card company tomorrow.

[Jynxlinx]

Just an update. My father decided to give them until Tuesday (today) to issue the refund. I still never received the "call back" I was supposed to on Friday. This is sad, but I called their "RMA Status Line" about 10-15 times on Friday, Saturday, Monday, and today....NO answer. One ring and I get straight through to sales. Of course they don't want to lose sales!!!! I spoke with Andrew, and told him I wanted to speak with someone regarding my RMA status. He put me on hold saying he was going to talk to the Sales Manager (not sure if I remember the title exactly), then only returns to tell me to call the RMA number. I told him that I had called more than enough times within the last 4 business days (between 8am-6pm) and I never got an answer. He assured me that "they are just busy helping other customers, try calling back later"........ Did he not just hear me say I nearly called them 60+ times? So I went ahead and asked "Ok so do you recommend that I call every 5 minutes to get through? Because I have yet to get through within the last 96 hours?" And his response was something along the lines of "If you'd like to do that Ma'am, go ahead." LOL So just for the heck of it I called nonstop for 15 minutes while playing on my computer, of course no answer (no surprise). My father has filed a claim with our bank and it is now in motion. 17 business days, no refund. These guys had to make this hard huh?

On a side note, I bought all my parts for my new computer off NewEgg yesterday. My father's card was accidentally charged twice ($2,000x2=$4,0000 Ahhh!!) And wow, they refunded the second charge today =) I have also already received my computer case in less than 24 hours, with no extra rush fee added. I must say, I am definitely recommending NewEgg to my friends.

[revanfl]

I have been having problems with my computer, (reveiw posted 7-27-10, 1 check). Surprisingly i have had a good experience with tech support, talking to someone on the second or third ring and not being put on hold. They are never busy around 1:00 EST. My biggest complaint is the shipping charges.

[COMPguy87]

Well I bought a desktop rig from this company thinking they were legit until I read reviews... then I got a little nervous if it was even going to work when I got it.... when I got it, so far so good, worked fine started up everything checks out. Then I looked inside the case and my hard drive was not even installed completely, it was just hanging there. And I do not know how... but the frame that holds the hard drives was bent outward... and im pretty sure shipping would not cause this, either the technician is pissed and hates his job or my box got dropped by ups from a 5 story building a few times.

Next... I installed arma 2 arrowhead and got into the opening screen and bam shuts off, no warning... nothing and booted back on its own. Ok anything that does not give a warning of some sort is a power issue... It was the PSU... It clearly states a 700 watt power supply yet they installed a 600 watt which was basically choking my computer to death. Threw it away and installed a corsair 750 watt which works perfect. So their is my experience.... and my last because I will just spend the few extra bucks to build my own computer.

[Jynxlinx]

@COMPguy87 "I'm sorry you went through that experience. It's really a shame, because CyberPowerPC had the potential to be a trustworthy, successful company. But they lack customer service and honesty. If they took the little extra time to make sure they are sending out quality work and not take any shortcuts, they would be doing pretty good. But it seems like they only care about their sales, and not their "already sold to" customers. Your second largest customer base is return customers, but they are definitely not playing to that crowd

[liezryou]

Good choice on newegg parts, I decided newegg over cyberpower prebuilt after my friend told me about his horrible experiences with cyberpower. Let me tell you something, the customer service, assistance, quality, hell everything of newegg is A+ class. The RAM i got from ocz actually didn't support a AMD mobo so they RMA'd it for free, they expedited the shipping for free for my new sticks of RAM, and they refunded 10$ on my mobo because they had a price drop after i bought it. What does cyberpower do? Refer to OP :P.

[cyraxote]

I'm sure this company blows, but I just want to point out that 7/9/10 to 7/24/10 is only 10 business days. Saturday and Sunday are not business days even if they're open.

[Jynxlinx]

Originally Posted by cyraxote

I'm sure this company blows, but I just want to point out that 7/9/10 to 7/24/10 is only 10 business days. Saturday and Sunday are not business days even if they're open.

I did not get my refund until July 29th at the end of the day. July 9th to July 29th is 15 business days, not counting Saturday and Sunday. I'm glad that's done any over with. Gaming on my new system from NewEgg, thanks guys.