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BBB Accredited Business since
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This company offers custom computers, workstations, servers and laptops.
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A BBB Accredited Business since
BBB has determined that Puget Sound Systems, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Puget Sound Systems, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. Jon Bach, President
Computers - Sys Designers & Consult Computers - Wholesale & Manufacturers Computer Consultant Computers - Dealers Computers - Supplies & Parts
Refund and Exchange Policy30 day return policy with restocking fee
Alternate Business NamesPuget Custom Computers Puget Systems
Products & Services
Custom computers, workstations, servers, scientific computing, and laptops.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
2707 W Valley Hwy N
Auburn, WA 98001 (425) 458-0273 (888) 784-3872 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (888) 784-3872(Phone)
Additional Email Addresses
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I purchased a custom computer (desktop) from Puget Systems after several days of chat and email discussions stating my concerns with buying a customer built computer. Their sales team did a good job in putting my fears to rest and so I placed an order. When I first received my computer, I had trouble starting the Windows installation (came with a black hard drive, per my order) as it would not find the boot USB drive. After a few minutes and a phone call to their tech support, I was able to get it built. I paid for quiet fans upgrade and case modifications (glued in foam pads) to make the computer quieter, since my work environment is quiet. But to my surprise, the video card was quit noisy and the case and CPU quiet fans had a clicking sound, which got quite annoying. Two days after it arrived, after doing some software testing, part of my job, I attempted to reimage (erase and reinstall the OS) and 3 out of 4 attempts, the Windows 7 installation would fail with a BSOD that flashed so quickly, I would not read. Until it got to the point that it would no longer install Windows. I spent some time with their tech support, which did not provide any ideas on how to diagnose the problem. I made a few suggestions and from those, they helped me get them accomplished (making a Linux boot USB in order to look for the Windows BSOD log files, but nothing was found). The only option they gave me was to send it back to them, all the way across the country. I had already ordered a second computer from them. I told them I could not afford the down time, since this is my production machine. All they could do is apologize. I had to send it back to them on at my cost. I told them that I would do so, but for a refund and I asked them to cancel the second order. It has been over one week and they have not refunded me for either machine. They also have stated that when they do refund me, it will be less a 15% restock fee. I don't think it is fair for me to have to pay for a restock fee on a defective computer that broken within 2 days. (even on the one that never shipped) I am also losing the $89 I paid for the original shipping. I highly recommend staying away from this company, because once you order, you're trapped and no matter how bad the computer is, they will not refund you. If you luck out to get a good computer, you're lucky. If you get one with a mysterious problem, watch out. Look at ***********, etc, but do NOT buy from Puget Systems.
Desired Settlement: A full refund without restocking fees for my two purchases.
Business Response: Initial Business Response /* (1000, 6, 2014/02/17) */ We have already achieved resolution. Even though we have found no fault with the hardware we provided, in the interest of customer satisfaction, on 2/14/2014, we refunded in full with no restocking fees. The client acknowledged full satisfaction of this resolution. Final Consumer Response /* (2000, 8, 2014/02/18) */ After a few exchanges of emails with the owner of the business, we were able to work things out and I was fully refunded, less shipping charges, as requested. So this case is resolved to my satisfaction.
Problems with Product/Service
Read Complaint Details
Complaint: Puget is fully aware of my issues. I bought a $5,000 PC and it was shipped in a damaged shipping container (I have pictures and I have sent pics to Puget management). Since then, I have a had daily crashes, blue screens, and full lockups due to either loose hardware connections and/or driver issues. Puget support has not and cannot correct the issues so I am stuck with a $5K PC that doesn't function as it was advertised. I bought a 3 year warranty with lifetime support and I strongly feel Puget is dodging their responsibility for selling a malfunctioning product. I've had to buy another PC form a competitor in order to have a PC that functions correctly..so now I am in the hole $10K already. Very dissatisfied that Puget will not refund my money for their defective product.
Desired Settlement: Full refund of $4999.83 and Puget to pay all return shipping charges.
Business Response: Consumer's Final Response /* (2000, 7, 2013/08/08) */ I have spoken to Puget Management. We have worked out a solution. If the solution doesn't work out as expecetd, I will file another complaint and start the refund process if Puget will not support me. I really only wanted to speak to an executive generak manager, and after asking 3 times for someone to call me, I finally got it touch with the right person. Thank you ******* for LISTENING and working with my issue. There are no options to retract this complaint on the BBB website - so if the BBB reads this, please cancel the complaint. You can verify this with me on email or by phone XXX-XXX-XXXX thank you