The complaint has been investigated and
resolved to the customer's satisfactionResolved CyberPower, Inc — Stay away from this company!
resolved to the customer's satisfaction
In late November of 2006, I ordered a gaming computer from this company.
I needed a few questions answered and tried their online help. I asked "what type of cable will I need to hook this computer to a HDTV?" Response: "You must hook it at the back."
Apparently I had more faith in their assembly department than I did in their help people, because I ordered the computer anyway.
I might add here that if I had been aware of complaints.com at the time and read some of the things that had already been written about Cyberpower, I NEVER would have ordered anything from them. Hindsight, huh?
When the unit arrived, there were multiple problems. This is an excerpt from the e-mail I sent to Cyberpower:
1-I am unable to use the unit because whoever assembled it mounted the card to which the keyboard and mouse connects at a "tilt" so that the green and purple plugs are half hidden by the frame.
2-The 2nd dvd drive is also mismounted - it sticks out nearly 1/2" from the frame.
3-The upper USB ports do NOT work and one of them is damaged.
4-The multi-card reader has either not been connected or is faulty.
5-The wires to the light in the front bi-wing panel are hanging out, making it impossible to close the door.
I have to assume that this unit did NOT undergo any kind of testing. If anyone had even bothered to LOOK at it, they would have noticed how badly it was constructed.
4-Considering what I paid for this computer and considering your tauted "excellence of service", I suggest you advise me how you want to handle these problems. If I don't get a sensible reply in the near future, I'll cancel the charge with American Express.
Sloppy, sloppy, sloppy workmanship!
I promptly got a reply with a RMA (return merchandise authorization) number.
This, of course, meant sending the computer from York back to California. It had been purchased as a Christmas present. So much for ho-ho-ho.
I returned the unit on 12/14/2006. AT that time I also contacted American Express and told them that I was contesting the charge. I informed that I didn't (at that time) want to cancel the charge, but simply to postpone it until I had a working unit in my possession. AMEX agreed.
Today, 1/18/07 the computer came back. No notification whatsoever. It was sheer dumb luck that someone was home to take the delivery.
Once again, we took it out of the box and plugged it in. Unbelievably, there was no power to one of the two DVD drives. To say that I went on a swearing binge would be an understatement.
A few moments ago, I sent them the following e-mail:
At the bottom of this page is a message that I sent to you in December 2006 and your reply. Once I got the RMA, I returned the computer and notified American Express to put the charge on hold until I had a functioning machine.
I didn't hear a damn thing from you until the thing rearrived here today, completely out of the blue.
I took it out of the box, hooked it up and...guess what? There is NO POWER to the upper DVD drive.
What do you have working in your assembly/testing department? Chimpanzees?
The absolutely hysterical thing here is that, according to the invoice that accompanied the return, the system was thoroughly tested. How in the world can you "test" a system and NOT notice that one of the drives isn't functioning.
My impression of your firm at the moment is that you're all a bunch of incompetent clowns who couldn't build a computer if your lives depended on it. If I were part of your management team, I'd fire everyone in your assembly department and start over.
I'm going to give you two options here:
1-You can send me another RMA label and I'll return this thing to you and that will be that. I'll inform American Express to cancel the charge, not just postpone it. I can then order a computer from a firm who employs people who have at least some rudimentary knowledge of what they're doing.
2-I'll authorize American Express to allow a charge of $ 1,545 which is the $ 1,605 minus the $ 60 that it's going to cost me for my computer guy to come out and fix whatever wrong.
However, just so we're clear - what is NOT an option. I am not going to return this to the dummies in your repair department and have them send it back to me yet a third time with something not working. I wouldn't trust your people to put together a sandwich.
Let me know which option you prefer. Until then, the charge will remain on hold at American Express.