Business ProfileforCyber Power Systems (USA), Inc.

I have a ****va unit that had an issue with the battery side about 12 hours after power was restored from a 'major' power outage and surge. (it took out multiple surge protectors in the house.) After contacting CyberPower support, I was told via email "Just leave the *** plugged in for at least 8 hours and if you still get the overload tone, swapping out the internal batteries will resolve". Support also failed to go through any troubleshooting steps with me and simply told me the batteries failed. As this is what support told me will happen, I left it for 8 hours with nothing plugged in for 8 hours and it did not fix it. After ordering aftermarket batteries and replacing them, the unit showed the same symptoms. After another 1-2 weeks of emails and a few calls, I was told my unit was bad (it seems like the component that charges the batteries had failed) and they refused to do anything about their bad diagnostics or the $41.82 of batteries I had paid for. A return was not feasible as return shipping looked to be more than the original battery cost. The reason for the complaint and request of compensation is because the Tech Support advisor told me new batteries 'will' fix the unit, not that it may fix it, or that they suspect the batteries failed but it could be another component. When I got the first email to replace the batteries, I questioned it saying 'I don't want to spend $120 for new batteries if something else was fried'. They replied with new batteries will resolve. Attached is the first email chain telling me to buy new batteries. If I was told another component may have also been damaged, I would have just gotten a new unit as mine is older and I have no use for the batteries. My decision to fix it was based purely on tech support telling me batteries WILL fix it. I had asked them if I could purchase a unit without batteries for a reduced price, but after a month, they have still not reached out about that possibility.