1/5

posted Jul-05-2009

"Wow. What can I say but this is by far the single most disappointing purchase (in every aspect) of computer goods, that I have made in the past 10 years. It started off with a two week delay in building my computer, which led to almost three weeks from the date of purchase, before I received the new computer. I set it up along with a new monitor and new speakers (purchased elsewhere) on a Sunday, only to find it wouldn't even power up. I called all three numbers for Tech Support, and the number for Sales, only to find that not only did nobody answer, but there was no voice mail either. If they don't provide 24/7 support, they need to clearly state as such on their website.

Personally, support is huge for me and not being able to obtain support by phone, is something I have zero tolerance for. I'll be sending this computer back and looking elsewhere, once I can get their attention to issue an RMA.

Update 07/06/2009: Mid day and no response from Cyber Power, by email or phone. Called the Sales department and advised I would like to send the computer back, and they gave me a phone number for the "Service Department". Nobody answered and I was advised to leave a message. I also noticed that the voicemail greeting states "if you have left three messages and nobody has responded.....". Are you kidding me? They're so consistently bad at answering the phones/responding to messages that they have to issue an advisement about it on their voicemail greeting? Wow. Left a message.

Update: 07/06/2009 2:30pm EST - Finally received a callback, the representative indicated that they are closed on Sundays and they don't come in until 2:15pm EST (11:15am PST) on business days. He did not feel it was their responsibility to the customers, to post their hours or availability on their website. Also advised me that it would take 2 business days to issue me an RMA via email, and I would be responsible for return shipping/insurance, and I would not be refunded the shipping costs to deliver the item to me. The same item that didn't work when I received it, and that they were unavailable to support when it failed to work right out of the box.

Moral of the story: Some businesses don't believe in customer service and only give "lip service" when it comes to support.

Response to Cyber Power: It is obvious that this "business" provides and executes support of their products at THEIR convenience. My refusal of their "offer to provide support or warranty service" was based wholly on this stance of only providing support when it works for them. Incidentally, as my updates above detail, they still did not answer the phones in Support during normal business hours, and I was forced to leave a message for a callback. They're apology is nothing more than lip service and they have demonstrated no intention of restructuring their support services to insure that the phones are answered when a customer needs assistance. "

This review was modified by jkornhiser on July 07 2009 05:02:20 AM

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1/5

posted Mar-20-2009

"I will say that I am disappointed in the wiring, mostly because I paid the $19 extra for "professional wiring". On first inspection of the machine one of the case fans wire is left dangling with a knot on top - as if someone tried to section it out of the way, but either got lazy or ran out of ties for a proper restraining. In addition to the fan, my video card has it's wires directly blocking subsequent slots. I'm not sure why it was handled this way, so if I want to place another card in this machine, I'm out of luck - at least for 1 slot due to the way it was "professionally wired". I have a friend who has a Cyberpower machine (he recommended my purchase there), and his wiring looks much different than mine – especially when it comes to tidiness around the video card. And finally, where in the mentioned reviews they have pictures of the wiring, where everything is tucked away if it's not being used, my wires are just left hanging, with no where to go. If I didn't pay extra for this, I wouldn't be so upset.

Another concern, not really an issue is that in reading the reviews for this very machine (Gamer Xtreme XT), all the boxes for all the components were included. I did get the motherboard box, but I didn't get as much as a manual for my video card. I did get the driver disk, but I was under the impression that all component boxes were included (see both the OverClockers club, and the Hardware Logic reviews on their site).

I am under the impression that Cyberpower knew the computers in the mentioned reviews were heading to a computer review site and paid extra attention to the details. However, when it comes to the average consumer, at least in my case, it's hit or miss. This is also rather upsetting, because as I said, I talked a coworker into purchasing a PC from you guys. I feel like I was talking up a company that was in one sense really, really helpful in getting my computer to me very fast (although I did pay for this - 5 day build, 2 day shipping). And another sense a company that provided shoddy work, where I pay extra for someone to take extra care to my machine, and that isn't the case.

My computer is now freezing up randomly, but VERY frequently as well. I should not have a computer of this magnitude freezing up while I’m working in Flash, on the internet, or even, simply at idle. Like many of us, our computers are our livelihood; we use them to make a living. I’m now in a position that doing work on my computer is like playing Russian roulette…I’m constantly worried about losing any and all of my work.

I hate to come across rude since cyberpower was more than helpful with getting my machine to me very fast. I'm just disappointed with the craftsmanship. I would have much rather spent the $19 on a fan controller or speakers instead of the wiring, since I need both of these components anyway, but I wanted to have a tidy computer. I’ve had the computer for three days now, and I’ve spent as much time restarting the machine, as I have been working on it. I think I would have been happier buying a computer elsewhere.


As you can see below, the ACT like they will contact you to help resolve the issue. THIS IS NOT THE CASE. DO NOT BUY FROM CYBERPOWER! The techs, when you can get in touch with one, are nice, but not helpful. I've been sent a lemon, they know it, and they don't want to make it right. BUYER BEWARE!!!!"

This review was modified by onespot01 on March 26 2009 12:39:36 PM

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1/5

posted Jul-13-2009

"I concur with many of the reviewers who have been disappointed with their purchases.

The first time I booted up my new system, I got a blue screen as Windows logged in. On my second try I was able to successfuly load the operating system. However, within 20 minutes the system crashed again.

I contacted customer support. I thought the 25 minute wait on hold was excessive, but, after reading peoples' experiences on this site, I realize how tame that was. The individual who helped me -- Erwin -- couldn't give me good directions when navigating through the troubleshooting. He repeatedly seemed lost at what steps I was on, and couldn't anticipate the options and results I was seeing when we attempted to reinstall a video driver. Nevertheless, to his credit, we did seem to stumble upon a solution, albeit temporary.

It is now approximately six weeks later. I had been operating the system without incident until my power cut out unexpectedly. When I restarted my system the blue screens began appearing regularly, about every 15 minutes.

I contacted customer service again and it's been a nightmare. I waited over an hour before someone finally spoke to me and suggested I leave a call back number, or continue to hold. However, this individual, Natalie, refused to give me any estimate of when to expect a call back. She also refused to put me through to a manager. When I insisted on speaking to someone immediately, she hung up on me. I called back and after about a 10 minute wait, she again responded to my call, and proceeded to hang up on me again when I identified myself. Thereafter, every time I called back i would get disconnected after five to ten seconds.

For the amount of money I spent on this "custom built" system, I expected value and service. I have received neither. It's been problematic since the first day, and because the product seems so tempermental, it does not invite self-help. Therefore, the worst part is that with this particular need for professional technical support, Cyberpower fails miserably. My impression is that they employ a bunch of unprofessional young adults who really could care less.

Of the significant purchases I've ever made, this one is easily one of my biggest regrets.

Edit:
True to form, Cyberpower's response to my concerns, like all their other responses, demonstrates exactly why they are receiving such negative reviews in the first place. They take no responsibility for their own actions and try to project blame.

I received a call from "J.R." about my computer. He was polite but not helpful at all. When I described my problem, which now included the system routinely crashing upon startup, all he could tell me was that it must be a hardware problem, and if I couldn't troubleshoot it myself I would have to send the whole computer back to Cyberpower for repair. He was unwilling to make any effort to try to get the system rebooted and offer me a solution that didn't involve me spending $50 in shipping to mail it back. Once again, I found the customer support completely uncooperative, unprofessional, and frankly, amateur.

9/11 Update:

The saga continues. Less than a month after returning the system to me, there is another problem. In addition to the twenty day turn-around time for service on the motherboard and videocard (approx. July 20 - August 10), I will now have ten more days of downtime while I wait for Cyberpower to ship me a new power system unit after it melted down last night.

I understand hardware fails. What galls me the most, though, is their refusal in these circumstances to expedite the shipping on the new power system unit. They are performing no service, no troubleshooting, no installation. I am doing all of it. All I ask is that they get me the device faster, so I dont have to wait another ten days for their processing + FedEx ground. In light of the downtime I've already undergone for this product in just over three months, I feel like this is a reasonable request - to pony up an extra twenty dollars so the customer doesn't have to wait longer for a defective device they warrantied in the first place. However, Cyberpower is adamant about being inflexible with company policy no matter the circumstances. It is absolutely disgusting. They have no regard for the customer. Please, PLEASE, people - there are other alternatives out there, and I recommend you explore them all before turning to this terrible company. "

This review was modified by fwyshak on September 11 2009 01:03:14 PM

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1/5

posted Jan-31-2009

"Let me start off by saying Cyberpower will never get my business again. I have also directed $7,000 worth of business, from 2 extreme gamers like myself, to another business with better product quality. (I can only speak from my experience, please read)

I placed my order Dec. 27th. They built my computer on 1/8, and I received 1/14/09. I will not go into product specs but my purchase was close to $3,700.

Naturally I was looking forward to using my new PC, but was extremely disappointed when it would not even POST. I have built my other 3 computers myself, but was lured in by their competitive prices. After troubleshooting myself, and with some assistance with Cyberpower Tech Support, we determine it must be the motherboard, and schedule to replace this. I had to pay $25 dollars to upgrade the shipping so I didn't have to wait 5 days to receive my motherboard, and had hoped this would fix the problem. Wrong again!

Another call to Cyberpower Tech Support on 1/19/09 and we decide to replace the video card (GTX 280). Three calls, and two weeks later (1/30/09)I was told the credit transaction was declined (with a $10,000 limit I doubt that was the issue) and yet no call, email, fax, or smoke signal. They told me in an earlier call that the product was on the shelf ready to ship, but couldn't even give me ANY idea on when I would receive it.

Since I am a Toyota Production System (Google it if your not familiar) Consultant, the lack of standard lead times and built in quality can frustrate me quickly. However I find it difficult to "blame" the people who have to work in this "system" that is riddled with problems. I am told there is 100% inspection, and a 72 hours burn in period on my computer, yet I still have an "Out of the box failure". How does this happen? I have a couple things for management at Cyberpower: 1. Awareness of a problem means nothing by its self 2. "The Toyota Way" (a book), buy it, and learn from it

After 7 frustrating calls I now am due to receive a new video card on 2/2/09. I would love to just return the entire computer, but to my surprise the shipping is not refunded, and I would have to pay to ship it back. Which means I would have to pay $250 total, for absolutely nothing in return.

I guess I could have them re-work it for me, which is another 4 weeks after shipping, and I may receive a computer that works.

**In summary:
My $3,700 computer doesn't boot
It would cost me $250 dollars total to return it for a refund
It will be a total of 8 weeks from my original receipt to have them re-work it
And I will do everything in my power to turn as much business away from Cyberpower as possible ($7,000 so far)"

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1/5

posted Oct-07-2007

"After researching at length, I came to the conclusion that Cyberpower was the best value for the computing power on the Internet.

Well, best price, perhaps. Value is another story entirely.

First thing was a mis-advertised case, which was steel (should've been aluminum) and RIDICULOUSLY heavy. Oh well, can't complain for the price. My system, although packed well, was DOA. It still ran in safe mode, so I ran a memory diagnostic where it said there might be an issue with the memory. So I call the "24-7 (oh please, don't make me laugh, there's nobody there to take calls outside business hours)" tech support and waited. Eventually I did talk to somebody. He suggested the "why didn't I try that first" solution of taking sticks of RAM out and running them one at a time, and seating them in different places. Now the system seemed to be running normally on all 4 modules by themselves, but not altogether. Odd...but this narrows it right down to the motherboard. Now, I've never seen anything like this happen before, but after I tried my last configuration, the hard drive spontaneously wiped itself. Interesting. It didn't kick because I found that I could still write to it afterward. Whatever, though. Time to send it right back and get it fixed, aye?

Kevin didn't think so. Angry, belligerent Kevin wanted me to reinstall the OS just so I could document each and every BSOD page fault and hardware address. Jerk, you sent me a DOA system with a motherboard problem, and you expect ME to do your work by finding the exact trace on the board where the problem lies? Are you punishing me because you think I'd do something stupid like reseat memory with the power on? I know my components, but I'm not a hardware expert, that's why I have SOMEBODY ELSE build and service the system!

I bit my tongue to prevent myself from cursing him out on the phone, because I knew it wasn't going to get me anywhere. I should've demanded to talk to somebody else right away, but I did as he said to avoid delaying the date when I received an RMA#. After calling back, I got the "nice" tech support guy (they only have three, despite the 1000+ systems I'm sure they sell each year) that said that I shouldn't've had to do any of that (getting him the first time would've simplified my life) and gave me an RMA# and a free return shipping label.

To make a long story short from here, they took 3 weeks to even glance at my computer, after which I told them I wanted all my money back. They did comply, although it did take $20 for the return of the rest of my components. Still, I wasn't out too much for the experience, mercifully.

In conclusion, all "very satisfied" reviews here are from customers that fortunately received a functioning system for next to nothing. All dissatisfied reviews like this one are from people that had a problem and had to deal with their ABYSMAL service. If you usually make your own and have a huge stack of components, they might not be a bad choice since they're almost cheaper than building one yourself. For everyone else, pray to God, Allah, Buddah, Richard Dawkins or whomever that your system doesn't have problems, if not, you are SCREWED...especially if they come after the time when you can get your money back! "

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1/5

posted Mar-06-2009

"Absolutely DO NOT BUY ANYTHING from this company! I purchased a gaming computer for $1600 back in July, 2008. It has since been back for repairs twice. The first time it came back with the exact same problem, second time came back not working at all. Since October I have been trying to get a RMA to replace the defective parts. They do not respond to phone calls or emails. On the rare occassion I have spoken to a person, I am told I will be emailed the RMA info, to date, nothing. Do yourself a favor, spend a little more money and shop elsewhere. Otherwise you will end up with a very expensive doorstop like I have. Even better, go on their own website, under forum. There are hundreds of dissatisfied customers. ABSOLUTELY DO NOT BUY ANYTHING FROM THIS COMPANY. YOU ARE A FOOL IF YOU DO!!!"

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1/5

posted Apr-26-2007

"The CyberPower pricing is great, but the rest of the customer experience is horrible. My bad experiences started with the online configurator. Somehow, the system allowed me to order a system with no place to connect a monitor. Numerous calls later resulted in the advice that I need to purchase a video card from a local vendor. This is something new to me as I've got 23 other business computers that did not require this.

Next, the delivered system did not come configured with the specified RAID array. Again, after numerous calls, I was told the only solution was to reformat the computer and reload all the software.

Next, the as-delivered CD/DVD unit will not open without a paperclip. Almost a year later, customer service finally answered the phone and set me out a replacement. Some day soon I hope to tackle this but computer repairs are not something I relish.

Finally, the computer got into a loop where it would never boot all the way. Numerous calls to tech support went unanswered. So, after nearly two weeks without a working business computer, I purchased a "spare". Meanwhile, I was able to stumble through reformatting the hard drive and reloading all the applications and data files - nearly 8 hours of work.

Bottom line - never, ever buy a computer from this company unless you're very comfortable with your own maintenance and repairs. After spending nearly $2,000 on this system I expect much better reliability than I'm getting.

Paul Mann
Book Gallery
Nashville, TN "

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1/5

posted Mar-04-2009

"Computer was shipped 3 days later than initial estimated ship date. Began having graphic card related issues after receiving computer. A large fan on the side of the case is nonoperational. Emailed cyberpower via their "Live online support" that was offline. Finally received response 2 days later that read: Hello Jeff. The pixelation and color change problems can be the result of
corrupted drivers or a faulty video card. You can try downloading and
reinstalling the latest drivers available from NVIDIA's website to see if
that resolves the problem. If not, then test for a bad video card by
removing one card and running each one by itself. There should be no
problem replacing a defective video card under warranty if that turns out to
be the problem. Please email or call Tech Support at (888)900-5180 for
further troubleshooting and an RMA for part replacement if necessary.

No mention of case fan. After confirming that I have a bad graphic card, I made an attempt to contact cyberpower via number provided. Hung up after waiting on hold for 20 minutes. Have since emailed cyberpower 3 more times. No response. No evidence of QC. I just want my money back now. I will never do business with this company again. I would highly advise others to avoid them aswell. I expected more for $1382.35


Update 4/16/09 Late update. I haven't had time to deal with this. I shouldve sent the computer back within the 30 days & eaten the shipping costs. Still have not recieved new graphics card or fan from cyberpower. Computer now nonoperational. Attempted to contact cyberpower tech. support again today. I was sent to voicemail after waiting on hold for approx. 20 minutes. No return phonecall as of yet. Do not do business with this company. After a little over 2 months, all I have is a 1300 dollar paperweight.
Update 4/21/09 Finally made contact with Cyberpower tech. support after waiting on hold for several minutes last Friday. Determined that computer was nonoperational because Asetek Liquid Cooling system broke. Cyberpower agreed to send me a new liquid cooling system & confirmed that replacing system myself would NOT void the warranty. Cyberpower also informed me that I was going to be charged $50 to "cross ship" the system & that it would be mailed out on Monday 4/20/09. After removing liquid cooling unit, I noticed a large dent in the front of the radiator of the liquid cooling system. It appears as if it has been dropped. The damage is obvious, so the individual who built my computer knowingly used a DAMAGED part in the assembly of my computer. Today is 4/21/09 & the liquid cooling system has still yet to be mailed. Apparently they are too busy to honor their word. Overall, in less than 3 months of owning this computer, I have had a faulty graphics card, a nonoperational fan & a DAMAGED liquid cooling system fail on this poor quality computer. I still have not received a replacement graphic card regardless of what Cyberpowers response was on this forum. When I inquired about the card to the last individual who I spoke with, I was told that they would send the card if I consented them to charge my credit card an additional $250 (to cross ship), otherwise, I would have to mail them the damaged card & wait for them to receive it prior to them mailing one out. "

This review was modified by suxiibu on April 21 2009 02:51:49 PM

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1/5

posted Apr-02-2009

"Order placed March 14th.
I was only told after mailing a question about something else, that my case was on back order until the 30th. The next day I was told the date was pushed back another day to the 31st. I say I will wait.

April 2nd, I get a voicemail saying the case was now on back order until the end of April.

They ask me to pick another case and they'll work on the price for me due to the wait. I pick a case and am told it's too expensive. They can only work with $6. I ask for a full list, I get one case. I ask about another, they say yes that one as well.

So, frustrated, I ask for a complete list again. They tell me I'm a smartass and they will not deal with me at all. My only option is to cancel my order, or wait on the original case.

I ask for a supervisor. I'm told they are the supervisor. There's nobody above them in the company. Also if I mail them from the website, it just goes to this person's mailbox.

I would never EVER deal with these people again. Here I sit, almost three weeks later with almost a grand missing from my bank account and only a pissed off sales person named Steve from cyberpowerpc to tell me he does not care to show for it all."

This review was modified by irzyxel on April 02 2009 04:57:50 PM

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1/5

posted Jul-11-2009

"This company is HORRIBLE. absolutely HORRID. If you are reading this then trust me, AVOID CYBER POWER at all cost.

I read a lot of reviews before I bought from them, and I knew it was kind of a gamble, but I decided to go for it anyway. Biggest mistake ever. I ordered the computer on 6/4/2009, and it didnt ship till 6/18/2009. When I got the computer, I plugged it in, turned it on, and it turned on.

...Then I tried to use the wireless card to connect to the internet...and it crashed. I restarted it, tried to use the internet, and it crashed again. So I said ok, ill fix this later, and started installing normal programs (games, transferring files, word, etc), and it crashed during each task. I opened windows event log and in the 12 hours I used this computer I got over 100+ errors (critical and fatal).

They do not even install up to date drivers on their computers, or quality control them. They sent me a 64 bit computer using like 16 bit drivers. If they would have even turned it on and tried to use it, they would have known it didnt work. There is absolutely NO WAY this product was quality tested, they did not even put effort into making it work, except to verify that it turns on. Furthermore, I am an expert with computers and after 12 hours of labor, including reinstalling drivers and making sure the PCI slots worked, I could not get it to work (its hard when you cant connect to the internet).

I called their "tech support", which is pretty much you on hold listening to the radio for 2 hours then a machine coming on and saying "leave a message". I did, and they never called me back.

Ended up asking for an RMA number after a dozen calls, which took them 3 days to send, then i had to pay for the shipping to send their defective product back to them. I still haven't received my refund. They sent me an email saying they received my product, but it will still take them 7-10 business days to send my refund (i guess they have to verify that the defective parts are still in there)!

On top of that, I called on saturday and asked why there is a holdup, they picked up and said "sorry our accounting department doesn't work on weekends". Oh and the icing on the cake, i ordered the same computer from HP (same specs, core i7, 12 gb ram, 1gb video card, etc) and same parts, and it ended up only being 20 dollars more (and they even ship within 3 days and actually have customer service!) wow. AVOID CYBER POWER. SCAM. they have like 3 people working that whole company.

The only people who wrote positive reviews for this "company" are probablythe employees, their friends, and families. Don't believe me? Try to call 1-888-900-5180 (their customer service/tech support line) and see how long it takes for them to pick up (if they do at all).

Try it yourself."

This review was modified by eskimodavid on July 11 2009 04:47:47 PM

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