I purchased a computer from Cyberpower online a few months ago and when I received it, it wasn't working properly. After startup and using it for a few minutes, it would freeze completely. I contacted tech support about the issue multiple times and a solution could not be reached, so they offered to ship it back for repair. I declined and asked for a refund instead because after waiting a couple weeks to have it built and shipped, I was in need of a computer and could not wait another amount of time (I would assume in the range of two weeks) to have it repaired and shipped back to me. I realize that constraint on the situation was my doing, and that Cyberpower would have attempted to fix the issue had I given them enough time. The reality is though, they did not send me a working product and I had to cover shipping to me and back to them. That's $135 of my hard earned money wasted because of poor quality control and poor customer policies.
Also, after I disputed these charges with American Express and they sent their decision to me I noticed that I was being charged $35 for some anti vibration fan mounts, screws, and a game. I indeed ordered these, however, screws and brackets are reusable items to my knowledge. Also, games can be checked to see if a CD key was activated or not. If I can get a reasonable explanation as to why the screws and brackets cannot be reused, I'll accept that. However, I'm not willing to accept being charged for a game that I did not activate and that was supposed to be free with a certain processor. There wasn't even
a CD I could have copied, only a link to download it. I never downloaded it or used the key. How can that be considered open software when there was never a CD case to open. Also, if it was free with a component, I can't be sure whether Cyberpower put up their money to give the game away or the component maker was offering the deal. If the latter is true, Cyberpower should have nothing to do with paying the fee for opened software and should not involve me in the matter.
Now for what I'm looking to get out of this appeal. I would like the shipping cost refunded along with the extra fees (Approximately $170). I'm not attempting to argue that I did not agree to their customer agreements and the like. I understand your refund policy fully. I am making a plea that this is a terrible way to treat a customer and a very unfair way of doing business. Yes, to refund shipping simply because someone doesn't like a product is tough to ask, but my situation is
different. I received a product that didn't work and am being asked to pay way too much for Cyberpower's mistake.
Thank you for hearing me out on this and I truly hope this can be reasonably discussed.
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