[JynxLinx]

I apologize if this thread is in the wrong section. Please contact me so I may move it. 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!

[coastie65]

Hi and welcome to the forums. First, this, " 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. " doesn't surprise me, although you don't expect to get a BSOD at start up of a new computer. It sound as if there is a major disconnect between those in inventory control, as stuff like keyboards and mice should always be in stock. The stuff should be ordered BEFORE the inventory is completely out, so as to insure a steady supply on hand. This doesn't appear to be the case. They may have a cash flow issue that prevents them from having the resources to pay for an order and they have to wait until funds are available. That is just a guess, but they do sell other products ( I have a Cyber Power UPS ). The refund may be determined when the Credit Card Company actually pays the charge. They may have approved it, but haven't paid it as yet, but they could stil issues a Crdit for the amount back to the credit card company. You may want to check with them and see if in fact a credit has been issued.

[JynxLinx]

Coastie65, thanks for your reply. I purchased my system on 6/23/10 and the charge was completed into their account a few days later. When I walked in to talk to Andrew about refunding my "rush" fee, he only agreed to reduce it to a 3day charge, rather than a 1day charge. I agreed and drove home. When I actually came in two weeks later to return the whole system, I found out from Hien (another gentleman I spoke with) that Andrew never issued or reported the refund we had discussed Oh how convenient, now I have to argue with this new guy about getting my already agreed upon refund

This is an email I received recently:

"According record for RMA under XxXxX as per information from our accounting department refund was credited back to your account on 7/20/2010, usually bank or credit card company would take 2-3 business days to process it, if you still not receive until that day, please email me or call me directly and i will be happy to assist you.


--Thank You.

RMA Status
Cyberpower Inc."

It is now the 25th, still no refund. Oh but they were right about one thing. I did receive a refund on the 20th! But for $16? Just waiting for the rest...

And may I add that I enjoyed playing on the system once it was up and running properly. I would have been happy keeping it and saving myself another months time and hassle. But this is by far the worst customer service I have ever received. Especially when they knowingly sold me a product they didn't have AND didn't tell me BEFORE I signed the credit card slip that my full order wasn't in the back of my car. That's a company that has lost my trust. If it was a mistake, I completely understand but no one gave me an explanation or reply regarding my claims. Just kept getting handed off or ignored.

This post has been edited by JynxLinx: 25 July 2010 - 06:14 AM

[coastie65]

Hi. Sometimes, notifying the Credit Card issuer and explaining the problem can be helpful, particularly in this case as you were given an RMA to return it.

[JynxLinx]

coastie65, on 25 July 2010 - 07:20 AM, said:

Hi. Sometimes, notifying the Credit Card issuer and explaining the problem can be helpful, particularly in this case as you were given an RMA to return it.

Thank you. My father notified the credit card company; they said if we have not received the refund within the next few days, then they will take care of it.

[coastie65]

JynxLinx, on 25 July 2010 - 10:16 AM, said:

coastie65, on 25 July 2010 - 07:20 AM, said:

Hi. Sometimes, notifying the Credit Card issuer and explaining the problem can be helpful, particularly in this case as you were given an RMA to return it.

Thank you. My father notified the credit card company; they said if we have not received the refund within the next few days, then they will take care of it.

OK. They probably will see to things too, as they don't generally play around.

[JynxLinx]

coastie65, on 25 July 2010 - 04:13 PM, said:

JynxLinx, on 25 July 2010 - 10:16 AM, said:

coastie65, on 25 July 2010 - 07:20 AM, said:

Hi. Sometimes, notifying the Credit Card issuer and explaining the problem can be helpful, particularly in this case as you were given an RMA to return it.

Thank you. My father notified the credit card company; they said if we have not received the refund within the next few days, then they will take care of it.

OK. They probably will see to things too, as they don't generally play around.

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.

[coastie65]

Hi, NewEgg is a very good company to deal with and you'll find a large number of us who do. Their deliveries are good, usually three days or less. Sounds like you are about to embark on a really good build. Feel free to post any questions you may have along the way. If you are doing a build, would be interesting to hear about it.

[JynxLinx]

Finally got my refund from CyberPower. Takes around 20 business days and a ton of hassling. Don't do it!

As for my new computer...

Case: Cooler Master Storm Sniper SGC-6000-KXN1-GP Black Steel, ABS Plastic, Mesh Bezel ATX Mid Tower

Processor: Intel Core i7-850 2.8GHz L3 Cache LGA 1156 95W Quad-Core

Motherboard: ASUS P7P55D-E Deluxe LGA 1156 Intel P55 SATA 5Gb/s UBS 3.0 ATX Intel motherboard

Video Card: XFX HD-587X-ZNFC Radeon HD 1GB 256-bit DDR5 PCI Express 2.1 x 16 HDCP Ready

Power Supply: Corsair CMPSU-750TX 750W ATX12V / EPS12V SLI Ready CrossFire

Hard Drive: Western Digital Caviar Black WD1002FAEX 1TB 7200 RPM 64MV Cache SATA 6.0Gb/s 3.5" Internal Hard Drive

Memory: G.SKILL Ripjaws Series 8GB (2x4GB) 240-Pin DDR3 SDRAM DDR3 1333

CD Drive: Pinoeer Black 12X BD-R 2X BD-RE 16X DAD+R 5x DAD-RAM 8x BD-ROM 4MB Cache SATA Internal Blu-ray Burner, Blu-ray Disc/DVD/CD Writer

Mouse: ideazon Red1000 Black 5 Button 1 x Wheel USB Laser 3200 dpi REAPER Edge Gaming Mouse

Keyboard: Logitech G15 2-Tone 104 Normal Keys USB Wired Standard Gaming Keyboard

Then of course I have to get a wireless card and a CPU fan, but I'll go to Fry's Electronics to pick those up since they are local.

This post has been edited by JynxLinx: 30 July 2010 - 06:41 AM

[coastie65]

Hey jynx, looks good. Not real familiar with the Ram as I usually lean towards Corsair ot Crucial, but it should be fine. I have a Corsair TX650w PSU in my emachines and a Corsair TX850w PSU in this Gateway. They are good solid PSU's in my opinion. You will need to get a tube of Thermal Compound for the processor as well, preferably Arctic Silver 5. You can most likely get it at Frys. You only need to use a very little of it ( about the size of a half grain of long rice ). It is primarily to fill in the imperfections of the machined surface of the processor for better heat transferance to the Heat sink. Seeing as how you are getting 8 Gb of Ram ( Memory ) I am assuming you will using a 64 Bit OS. That should be fine. I am running 6 Gb in here and it is plenty. In Tri Channel the memory is in sets of three instead of Two for Dual Channel that you will have. I have three sticks of 2 Gb each in here with three slots open. You will have two sets of Two Gb each which will fill all four slots. I think you are heading for a really good gaming rig when all is said and done.