This post is about my recent experience in buying a new computer. I purchased one from CyberPower PC, and in summary, it has been a disaster. CyberPower PC sent me a defective computer, which I returned after many attempts at fixing, but they are charging me a restocking fee for mistakes they made. CyberPower PC has not refunded the full purchase, per their own written policy. I am posting this as a warning for anyone considering purchasing a product from CyberPower PC.
I had needed a new computer for a while. I had been using an Apple desktop Mac, which is probably 5-6 years old. It has been a good computer, which lasted longer than expected. My complaint, however, had been with Apple Corp, and with their practices, which in my opinion had become far too intrusive. (Sorry Apple - I only want a computer; I am not looking for a life-partner.) If Apple was out, then what was my option? PC? Uggh. Hence, I was stuck, which is why I held onto my old Mac for so long.
I spoke with many folks, who know more about computers than I do and I started a hard evaluation of why I didn't want a PC. A lot of came down to the declining performance and slow speeds that have happened with PCs, well, almost instantly after buying one. I started shopping at the high end PC stores, and I became convinced that a PC, with higher grade components, made from a specialty manufacture, who didn't load it up with crap-ware, would perform as quickly and seamlessly as a Mac. I was sold, except for the Operating System. Windows 8.0 came out and it was, in summary, a mess. I hated it. I was stuck in limbo for months, until I read about Windows 8.1. I made a trip to the Windows store at the Mall of America, and spent an hour or so learning the new system. I really must complement the help I received from the young lady who very patiently answered my questions and explained the nuances of the system. When I left the store, I was sold on Windows 8.1; I thought it would work for me. The only question was from whom will I purchase my new PC.
Following the advice of a tech-savvy friend, there were several companies he suggested. I waited for a sale, and in January, CyberPowerPC had a decent discount, so I decided to go with them. I configured my PC, made my purchase and placed my order on Jan 13, 2014. The computer arrived on Jan 21, 2014 and the problems began instantly.
Problem one, it didn't turn on. CyberPower PC sent me a defective computer, which made it through QC.
Out of the box, it failed to turn on. I called into their tech support number, and went through some tests to ID the problem. I will give credit to their level 1 tech support, who very patiently had me removing panels, connections to the mother board and talked me through performing the paperclip test to ID the fault. The problem was a bad motherboard, and the computer needed to be sent back. The computer was sent out, in the words of their representative, "DOA". Looking back, I should have asked for a refund on the spot. Nothing good can come of this, I thought, but, I have a rule on mistakes. We all make mistakes; what is important is how your resolve them. I can forgive most any mistake, as long as the resolution is appropriate.
Problem one, it didn't turn on. CyberPower PC sent me a defective computer, which made it through QC.
Out of the box, it failed to turn on. I called into their tech support number, and went through some tests to ID the problem. I will give credit to their level 1 tech support, who very patiently had me removing panels, connections to the mother board and talked me through performing the paperclip test to ID the fault. The problem was a bad motherboard, and the computer needed to be sent back. The computer was sent out, in the words of their representative, "DOA". Looking back, I should have asked for a refund on the spot. Nothing good can come of this, I thought, but, I have a rule on mistakes. We all make mistakes; what is important is how your resolve them. I can forgive most any mistake, as long as the resolution is appropriate.
Two weeks later they sent the PC back, and this time it did turn on; however, there were certain things not quite right with the unit. It would do some tasks, but others were not right. The monitor would go out and the sound wasn't working either, at least for Microsoft applications. Over the next week and a half, I was on the phone with CyberPower PC at least half a dozen times, trying to resolve these issues, but the fix was always incomplete. One of the fixes involved me reinstalling Windows, which, shame on me for not knowing or them for warning me, erased all the work I had saved. The breaking point for me was when the discovered the wrong drivers had been installed, and I had to install the correct ones. To do so, meant I had to load a bunch of crap-ware that I didn't want on my computer, but still, I followed their advice, only to get an error saying I didn't have the most current version of Windows, so the drivers could not be installed. If anything, my version was too current for their drivers. I had had enough, and I called in to request a refund. This was on Feb 19, 2014.
CyberPower PC informed me that I could return the computer, but because I had it for over 30 days, I would be charged a restocking fee. I explained, politely, that I had not had the computer 30 days, only 29, and for 14 of those days it was at CyberPower PC with a defective motherboard. I figured once they were reminded they had sent a defective item out the door, they might reconsider. Nope, the computer was ordered on Jan 13, so it was over 30 days. I asked to speak with his supervisor, as I do not think this person realizes the poor level of customer service they are providing. "I'm it", he said. I seriously doubted this, just based on the immature tone of his voice, so I asked, "what could I have done to made this situation better? I was sent a defective PC, that should never have made it through your quality check, I have tried to fix this with your tech support, to no avail. What should I have done differently?" It was at this point, the representative on the phone lost it and started yelling at me. Honestly, he was yelling at me to shut up and listen to him and then he proceeds to tell me it is not their fault.
Really?
Really?
Eventually, he says I can send in an email to Dispute Resolution requesting the amount being withheld. Fine. I sent the PC back, at my expense. Fortunately, I kept most of the packaging, but still it cost a substantial amount to send it all back. I sent my note to Dispute Resolution, hoping to get an adult who realizes how bad this looks for CyberPowerPC. In the note, I told them the details of what had occurred. I also told them that if they issue a full refund, I will can walk away with no hard feelings, as they have done their duty to service their customers as best as possible. That was on Feb 20, 2014
I received a credit on my credit card on March 11, 2014, which had the 15% restocking fee, a not insignificant amount considering the purchase price. I had not yet received a reply to my request sent to Dispute Resolution on Feb 20. So I called, again, requesting a reply. They did reply within 24 hours, stating that it was over 30 days and that they were charging me the restocking fee, along with some other nickel and dime charges to me, that were not explained. I sent a note back, asking two questions:
I received a credit on my credit card on March 11, 2014, which had the 15% restocking fee, a not insignificant amount considering the purchase price. I had not yet received a reply to my request sent to Dispute Resolution on Feb 20. So I called, again, requesting a reply. They did reply within 24 hours, stating that it was over 30 days and that they were charging me the restocking fee, along with some other nickel and dime charges to me, that were not explained. I sent a note back, asking two questions:
1. How can you say it was over 30 days, when it was 29, of which, need I remind you, CyberPower PC had the computer for two weeks because you sent it out defective with a faulty motherboard?
2. As a consumer, what could I have done differently? I acted in good faith in trying to repair the unit. By their thinking, I should have returned the PC immediately for a refund. Do you not stand behind your own products?
Sadly, they do not. The summary of this tale is customers pay for CyberPower PC's mistakes. Based on my experience, I want to warn any and everyone from doing business with CyberPower PC. Not only do they ship defective products, they have no interest in their customers, nor do they assume any responsibility for their products. I would strongly encourage anyone who is considering purchasing a PC not to purchase from CyberPower PC.
The irony of this story is that they forced me to reconsider Apple. Although this is not Microsoft's issue, the whole episode tarnished me on buying a PC. Throughout the whole ordeal, all I could think of was, I have never had these problems with a Mac. Never. I think in the 5+ years, my computer has crashed maybe.... twice? Maybe. I ended up spending the next month working with the Uptown Minneapolis Apple Store and Business Group, both of whom were extremely helpful in working with me to address my needs and wants. And since Windows 8.1 is now as intrusive as Apple, well, it made my decision easier to go back to Apple. I got my Mac a few weeks ago, and I was very happy to say that it turned on, the first time, right out of the box and I haven't had an issue yet. CyberPower still has not replied to my latest note, and if they do, I imagine they will say it is not their fault.
I ask anyone reading this to learn from my mistake in purchasing a computer from CyberPower PC.
Take care and happy computer shopping.
Take care and happy computer shopping.
