CyberPower PC response

After my last, rather angry, post about CyberPower PC, I thought I should probably post that I did get a response from them regarding the condition of the PC when I received it.

First I want to say that one thing that they did right was to never try to blame the damage on UPS shipping. I say that because while it may be possible to believe that a component had come out of place during shipping, it doesn’t seem that it would have been possible for the graphics card to unscrew itself, the CPU fan to detach itself, the front panel fan control to loosen its screws, and the Motherboard tray to also loosen its screws. This was clearly thrown together very quickly, most likely due to my email telling them to give me my money back if they couldn’t ship it on the date promised.

As I said in the previous post, I put the components back in myself, tightened everything down, and fired it up. It seemed to work just fine except for a high pitched squealing noise that was coming from one of the fans. Since the two fans that were flopping around loosed during shipping were the one on the graphics card and the CPU fan, I naturally that one of those was going to be the culprit. But in typical, lazy fashion, I wanted to try the easiest ones first. So I began disconnecting the fans one by one (starting with the case fans) as I powered the machine up. It turned out that both of the 120mm side case fans were making a hell of a lot of noise. I was able to bang one of them around to get it a bit quieter, but I had to disconnect the other one entirely to be able to use the machine without getting a splitting headache. The back exhaust fan on the case is also making a lot of noise, however I think that it is just louder than the others due to it being an 80mm fan and -theoretically at least- running at a higher RPM.

I sent CyberPower PC an email at about 2am on Wednesday morning when I first opened the box. That email said that there was damage to the machine and linked to my last post for them to see it. I sent them another email at around 11am, after I was able to determine that the case fans were the ones in need of replacement. I finally got a response to the emails via a phone call on Friday night (more than 48 hours later). The guy was nice enough. He said it would be no problem to send me the new fans, they just needed to verify my shipping info. So we did, and that was that.

So on Friday night they verified the info. I expected they would ship them out on Monday, I would likely receive them by Wednesday. Instead, I got an email from UPS on Wednesday evening saying that they had only just picked the package up from CyberPower, I wouldn’t be receiving them until Friday. At this point it doesn’t matter a whole lot as far as the functioning of the PC is concerned, I still have three functioning case fans and have been running it without the fourth. What does matter though is that when they had the chance to really redeem themselves from a customer service standpoint, they failed twice. It took over 48 hours to respond in the first place, then they called to verify shipping, which was absolutely unnecessary unless they thought I had moved in the two days since they had shipped me the machine in the first place. Then it took them another 5 days to go ahead and drop the fans in the mail.

So, would I recommend CyberPower PC? At this point I would have to definitely recommend against customizing a pc through CyberPower and having it shipped to you directly. However, CyberPower does have pre-assembled machines available on NewEgg. The machine that I got from Newegg came in within 3 days, was assembled correctly, and has worked flawlessly for the last couple of months. Also worth noting, Newegg has probably the best RMA program in the business, I have never had a problem getting an RMA, nor do I get the accusatory “something you did caused it” attitude. You can get the CyberPower machine pre-assembled through Newegg cheaper than you can build it on their site, the only downside being you can’t customize it so you just need to make sure it meets your minimum requirements or plan to upgrade it yourself.

I don’t know if I just got unlucky on my particular order through Cyberpower, but I do know that while I would gladly order another CyberPower machine (even the one that arrived damaged has exceeded my expectations) I would certainly involve a third party distributor in future purchases. While they may be slow to react to a single customer, I would be willing to bet my house that they wouldn’t give Newegg that kind of lackadaisical response time. Even if they did, Newegg wouldn’t pass it on to their customers as they have their own reputation to think about.

In a nutshell, to get back to the point of this post. CyberPower did make it right for me in the end… It just didn’t seem like they were all that concerned about getting it done very quickly.

Leave a Reply