| This is an email that I had written to their | | | | computer that was just shipped to me? I can't |
| "customer support/sales" department. I was | | | | express how extremely disappointed I am with |
| hoping to receive a WRITTEN explanation in | | | | everything. |
| return, however, they refused and only agreed to | | | | After setting up my system with my extra |
| speak with me over the phone. Of course | | | | mouse/keyboard, I begin downloading necessary |
| By the way, I had purchased the "1 DAY RUSH" | | | | programs. In the middle of the download, the |
| service and arranged to drive there and pick it up | | | | computer gets the Blue Screen of Death and dies. |
| myself. | | | | This is a brand new computer, it should not be |
| "Andrew, | | | | bluescreening, it's ridiculous. After researching why |
| The customer service I have received so far has | | | | the bluescreen had occurred, it seemed to be |
| been horrible. I was recommended by a very | | | | because the wireless drivers installed were not |
| close friend to buy my computer from | | | | updated. I thought this had passed the quality |
| CyberPower, because he had boughten his from | | | | control test. Luckily after installing the drivers |
| the company 3 years ago. He mentioned that he | | | | myself, the bluescreen hasn't occurred again yet. |
| received excellent customer service and that | | | | After speaking to the friend that had referred |
| everything came early and that everything that | | | | me, he was very surprised how much things |
| he had ordered was there and ready to go. | | | | have turned around. I am seriously considering |
| First I had to deal with the "1 day RUSH" | | | | returning the whole system and getting my |
| technicalities. I placed my order at 9am 6/23/10 | | | | money back. I noticed that I have a 3 years |
| expecting to pick it up the following "next business | | | | warranty with you guys, but at this point I'm not |
| day." You explained to me that you didn't receive | | | | sure that I will be taken well care of. I would like |
| the order until around 3pm that day, fine. But then | | | | an email response from you explaining my |
| I find out you don't even start the order until the | | | | concerns and answering my questions. This has |
| next day? That should be clearly written on the | | | | been highly unprofessional." |
| website before purchasing, as to avoid confusion. | | | | More discrepancies between what they say and |
| So now it's started on the morning of the 24th, | | | | what the website says. |
| and I'm told it will be done on Friday, which I was | | | | "Andrew, |
| going to settle with since I understand orders | | | | Still waiting to hear back from you. I was |
| take time to be processed. I call in at 1pm on the | | | | browsing the CyberPowerPC website FAQ's to |
| 24th to be told that my order is ready BUT it's | | | | see if some of my questions could be answered. I |
| being packaged and ready to be shipped. I was | | | | was surprised by some of the FAQ answers I |
| pretty confused since it wasn't going to be | | | | read. For the ordering process, it says on the site |
| shipped, why would it need to be specially | | | | that the order is processed immediately after |
| packaged for shipping? But fine, I was told I would | | | | submitting the order to the website. We are |
| receive an email shortly informing me that was | | | | already past that, but I was told by you that it |
| order was ready. I found it odd that I couldn't | | | | doesn't actually get processed until 6+ hours later |
| make an appointment to pick it up when I called, | | | | and doesn't start getting built till 24+ hours later. |
| because my order was going to be completed | | | | And again, as for the back ordered items, I was |
| that day. I waited for the email while finishing | | | | never contacted or informed by a sales |
| errands and never received one. I couldn't believe | | | | representative. |
| it took 4+ hours to package, only to see that | | | | I would still like my questions answered. Other |
| when I picked it up, it was 4 boxes held together | | | | than that, please let me know what needs to be |
| by a single piece of tape. I live about 1 and a half | | | | done to return this system and receive a full |
| to two hours away and I had still not received an | | | | refund." |
| email by 5pm at the END of the day, so I | | | | Well you can bet I ended up returning the whole |
| showed up myself. I feel like if I had never shown | | | | system. I had a 3 year warranty with them....but I |
| up, I would have been waiting till the next morning | | | | wasn't getting any service within the first few |
| because you would have been CLOSED by the | | | | days of purchase lol no thank you. Now the fun |
| time I arrived. | | | | part....the refund. YEA RIGHT. I was told the |
| I was glad that the 1 day RUSH fee had been | | | | refund would take 7-10 business days to be |
| dropped to 3 days,(which I had to argue for) | | | | completed, so I assumed around 10-15 days. I |
| however, it's hardly compensation for the lack of | | | | returned the system on 7/9/10 and it is now 7 |
| service I have received thus far. When I arrived | | | | 24/10, no refund :rolleyes: You can almost NEVER |
| home and started setting up the system, I | | | | reach anyone under their Customer/Tech support |
| discovered that the keyboard and mouse that I | | | | line. They are not even working during the hours |
| had ordered was not here. I was going to call | | | | of operation listed on their website. It has now |
| immediately, but the office was closed by the | | | | been 14 business days since I've returned my |
| time I arrived home. I called on Saturday morning | | | | system. |
| and was told to call back on Monday morning...... | | | | I've called multiple times unable to reach them, |
| When I spoke to you this morning about the | | | | only their sales department (who can't help me |
| missing items, I then find out that they will not | | | | with my situation "I'll have them call you |
| arrive THERE until next week, and another week | | | | back...hopefully today..."). They are still charging me |
| to ship over here. Why did I find out about this | | | | for the rush fee even though I didn't receive my |
| AFTER I had signed the credit card reciept for | | | | complete system until a week+ after. Still waiting |
| the items? Why was I not informed of this in | | | | on this $2100+ refund so I can stop wasting my |
| person while I was there on Friday to pick up my | | | | time and buy a system from a competent |
| order? Why was I not even informed while | | | | company. |
| purchasing that my order would not be able to be | | | | By the way, Andrew ended up passing me off to |
| completed because all items requested were not | | | | someone else because he knew he had messed |
| in stock? I was under the impression that I had | | | | up and didn't want to face me. And to this day, I |
| received my FULL order, and apparently you | | | | have still NOT received an explanation from |
| guys did too because no one told me before I | | | | anyone at CyberPowerPC, because everyone I |
| drove off. | | | | ask "doesn't understand the order situation" or |
| Again, remember that I had ordered a 1 DAY | | | | "wasn't the one handling my sale."It's been one |
| RUSH, originally. If I had bought this system as | | | | month since I've purchased the system, and I'm |
| my first PC, and had no back up keyboard or | | | | still sitting here waiting to use one! Thanks |
| mouse, how would I be able to operate the | | | | CyberPowerPC! |