Scotts 2 Cents

September 20, 2010

CyberPowerPC.com SUCKS

I don’t have energy to re-write all the details – mainly because it just makes me angry all over again.  But the bottom line is pretty simple: CyberPower SUCKS!  Below is an e-mail I sent to them in some effort to get some satisfaction.

The highlights are this:

CyberPowerPC sent me my new, rather expensive, computer several months ago.  Not all the memory I ordered was showing up.  After several hours of troubleshooting it was determined the motherboard was damaged in shipping so it wasn’t seeing all the memory.  When I tried to ask Cyber Power PC for refund for the upgraded shipping I paid for since it clearly didn’t work, I was ignored – by several levels of people I attempted to contact.

Now my video card is failing – yes, the one installed by and purchases from CyberPowerPC.com and they expect me to send it back and then sit around and wait for them to send me another with no access to my still relatively new computer.  When I expressed (politely at first, and then more loudly but never cursing as I was constantly interrupted) that I felt this was an unreasonable option for a PC still under warranty I was simply told, time and time again “that’s our policy” – like having that policy made this ridiculous solution okay somehow.

Anyway, I already more fired up again than I wanted to me so I’ll just say it again.  CyberPowerPC sucks – I highly recommend that you DO NOT buy anything from them!

Here is the email I sent, we’ll see if I get any response——————————-

Apparently it is literally impossible for you to send me a part to replace the bad part in my PC without me first returning the bad part.  In this case a video card, which means I essentially have no computer for a MINIMUM of 3 days, probably closer to 2 weeks IF you actually have the part available when you get mine because again apparently it is impossible to secure one of the few replacement parts in stock while you wait for mine to arrive.  Sounds stunningly ridiculous as I type this, yet it’s true – it is your policy.
It is your policy apparently that within 30 days – when on arrival (despite having paid for enhanced shipping, and subsequently having my inquiry about a refund of upgraded shipping granted since clearly, it didn’t work) I had a motherboard problem.  A problem that took A LOT of my time with your techs to finally diagnose.  The only reasonable solution, besides me having to essentially rebuild my own computer by replacing my own motherboard was to live with less memory than I originally wanted, ordered and paid for.  So not a great start to my experience with Cyberpowerpc.com – and to pour salt in the wound my request of a refund for the enhanced shipping was simply ignored.  I paid upgraded shipping, still received damaged goods and I was ignored.
So it should not surprise me that your service has once again failed.  Unfortunately I’m spending a lot of time typing this email up and fully expect to be ignored (in fact it won’t surprise me if the email just bounces and the tech just wanted me off the phone as he refused to let me speak to his supervisor or anyone else).
A few weeks ago one of my monitors would not stay on after my PC came out of sleep mode, I have to turn it on and off several times before it will finally stay on.  Suspecting that the video card (still under warranty) could be a problem.  After several emails of troubleshooting had narrow it down to possibly being the video card, the support team offered an exchange.  And my only option was to return my current video card, the failed video card that you installed in the PC I bought from you BEFORE getting a replacement part.  Thus leaving me without a PC (since PCs are really hard to operate without video) for 3 days – 2 weeks (if you had a part in when you got mine).  This policy is stunningly ridiculous.  I can’t remember the last time advanced replacement wasn’t offered in such an exchange by any other company.
Like I said, I don’t expect a response, you’ve already shown on multiple occasions you don’t care about your customers.  And I certainly don’t expect any effort to resolve this satisfactorily.  Perhaps at least knowing I tried to alert someone to my dissatisfaction would make me feel a little better.  Oh well.

Apparently it is literally impossible for you to send me a part to replace the bad part in my PC without me first returning the bad part.  In this case a video card, which means I essentially have no computer for a MINIMUM of 3 days, probably closer to 2 weeks IF you actually have the part available when you get mine because again apparently it is impossible to secure one of the few replacement parts in stock while you wait for mine to arrive.  Sounds stunningly ridiculous as I type this, yet it’s true – it is your policy.
It is your policy apparently that within 30 days – when on arrival (despite having paid for enhanced shipping, and subsequently having my inquiry about a refund of upgraded shipping granted since clearly, it didn’t work) I had a motherboard problem.  A problem that took A LOT of my time with your techs to finally diagnose.  The only reasonable solution, besides me having to essentially rebuild my own computer by replacing my own motherboard was to live with less memory than I originally wanted, ordered and paid for.  So not a great start to my experience with Cyberpowerpc.com – and to pour salt in the wound my request of a refund for the enhanced shipping was simply ignored.  I paid upgraded shipping, still received damaged goods and I was ignored.
So it should not surprise me that your service has once again failed.  Unfortunately I’m spending a lot of time typing this email up and fully expect to be ignored (in fact it won’t surprise me if the email just bounces and the tech just wanted me off the phone as he refused to let me speak to his supervisor or anyone else).
A few weeks ago one of my monitors would not stay on after my PC came out of sleep mode, I have to turn it on and off several times before it will finally stay on.  Suspecting that the video card (still under warranty) could be a problem.  After several emails of troubleshooting had narrow it down to possibly being the video card, the support team offered an exchange.  And my only option was to return my current video card, the failed video card that you installed in the PC I bought from you BEFORE getting a replacement part.  Thus leaving me without a PC (since PCs are really hard to operate without video) for 3 days – 2 weeks (if you had a part in when you got mine).  This policy is stunningly ridiculous.  I can’t remember the last time advanced replacement wasn’t offered in such an exchange by any other company.
Like I said, I don’t expect a response, you’ve already shown on multiple occasions you don’t care about your customers.  And I certainly don’t expect any effort to resolve this satisfactorily.  Perhaps at least knowing I tried to alert someone to my dissatisfaction would make me feel a little better.  Oh well.

4 Comments »

  1. Yep! Pretty much had a similar experience. They forgot to send the antenna and all of the fans for my computer, which I received a couple weeks ago. At first their sales department claimed they would take care of everything but as time progressed and they did absolutely nothing about it the sales department claimed it was tech supports fault. I contacted the BBB to try to get some satisfaction out of their customer service and they were able to convince the BBB to close my petition because they said my computer arrived at a reasonable time which wasnt even the fucking issue at hand. CyberPowerPC sucks pretty hard, they hardly care at all and their feedback survey is rigged and if you try to give them a bad testimonial they dont post it. If you post anything negative, trying to warn future customers, on their forum it is deleted within the hour. They’re scum.

    Comment by Sammeth — September 29, 2010 @

  2. I purchased a computer from Cyberpower in August 2010. It took one month for them to assemble, test and ship it to my home. When it arrived it didn’t work. It would not boot, and eventually Windows had to be reinstalled. The computer had faulty RAM and had to be returned to the company. They “fixed” it and sent it back to me after two weeks. This time the RAM was fine but the video card didn’t work. Getting a refund has proven a serious challenge

    Comment by David Dunn — October 29, 2010 @

  3. i concur don’t really understand how a company that has consistently such poor quality hardware, and appalling customer service issues could stay in business. i ve had 3 mobo’s and 2 video cards replaced by them…..buyer beware their stuff ( manufactured and licensed by well named other dumb companies ) is very poorly built.
    QC/QA they never ever heard of that………….

    Comment by jbenz — August 25, 2011 @

  4. Yep!!
    its simple cyberpower sucks!!! Big time. DO NOT WASTE YOUR MONEY! do not belive the indorsements from pc magazine and such the like. Just serce the web and gett he real truth about the business practicise. There is a reason why ther products are cheaper then all the other sellers out there. There products are cheaply made, you will be replacing it in short order, like right after the warrenty expires. By the way if you dont live in the same state you will laway be paying for shipping to and back even whrn you reair is done under warrenty. na dhtat which they fixed WILL BREAK AGAIN.

    Comment by Rich — November 5, 2015 @

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