Computer Dealers
Digital StormThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/09/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased this almost 5k laptop a year ago and have had nothing bu problems . This laptop has been back to digital storm twice and have many hours on the phone with customer service. They can't fix there own product. find out the dont build there own laptops, they have a third party building them. To date the still freezes. I have furnished digital storm multable videos showing the issues. Digital storm will no replace or refund.Business Response
Date: 09/09/2024
As stated in my email today, we can do another RMA for diagnostics and will cover shipping fees. I am will to work with you on this but we cannot refund. Thanks.Initial Complaint
Date:03/28/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It was a complete mess, to begin with, ordered a very specific computer that was changed over 3 times before I received it. On the phone, I was very clear about what I wanted and told them what I needed to do. After I received the computer it was missing parts and some of the components were not working. After several calls with their support department without a resolution, I emailed ************************* who is a Sr. ******** Experience Manager with Digitial **********************. Outlined my issues and explained that I did not receive the computer I was told I was getting. His returned email stated that I would have to send it back, pay for the additional parts that I need and that he would send it back. Then proceeded to tell me that it was my fault for ordering the wrong parts. I reached out to a professional PC **************** and talked to them on the phone well over 7 times to explain what I wanted. I do not know how to build PCs that's why I reached out to them. After his email, I stated that I just wanted to send it back for a refund. He responded by telling me that they will keep $1,600 for restocking fees and I have to pay for shipping. Are you kidding me? I just bought a $7,400 computer from Digital Storm, they built it wrong, and now I want to send it back, and they want to keep an additional $1,600. This is unfair. What am I supposed to do here? I attached the emails that we had sent between us. I don't mind paying the shipping but keeping $1,600 for your mistake is uncalled for. Please Help.Business Response
Date: 04/08/2024
Customer has been advised we will accept system for refund if computer shipped back properly according to already provided return instructions, Refund amount subject to hardware inspection and any fees as outline in our Terms and Condition - ************************************************************* onlineInitial Complaint
Date:03/21/2024
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 21462955
I am rejecting this response because:They have provided no information for RMA and instead appear to be stalling for time. The machine has never worked and was returned after their first build (sitting in their inventory for 30 days prior to my asking for a follow up), which resulted in the defective equipment being returned to me with the same post code of 15.
The merchant does appear to be attempting to resolve the issue as much as stall for time, as, again, no Return Material Authorization (RMA) has been provided from the merchant.
Sincerely,
***************************Business Response
Date: 03/22/2024
Customer has been contacted multiple times and and offered repair or refund. A refund cannot be issues until they speak to an agent and return the computer to our facility. We are waiting customer's reply.Business Response
Date: 03/25/2024
We have emailed the return requirements below, same as the *** process before.
In order to process return shipping we have these minimum requirements:
1) A picture of each side of the *** including one with the glass panel off (Front, Back, Top, Bottom, Right side panel on, Left side panel on, Left side panel off).
2) The ** must be returned in its original box (in good condition) with proper packaging material inside. This includes the internal foam to protect the graphics card (GPU) from damages.*
* If you do not have the original box or internal foam let us know. We can ship a replacement box (cost will be deducted from refund), however it does not include the internal foam. Without the internal foam you must ship the graphics card in a separate box to protect it. A second prepaid label will be provided for this reason.
If you can provide the photos and confirmation on above points, then be able to send the ***** Return label.Customer Answer
Date: 03/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I have provided the merchant with the requested images and am awaiting the merchant's RMA label to complete shipment.
Sincerely,
***************************Initial Complaint
Date:01/26/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, PC was shipped today 1/29/2024 and digital storm will recive the *** GPU, and accessories by Thursday. One refund is issued our buisness will be concluded and I will close this.
Sincerely,
*********************s both more money to RMA it. The tech has sent a message to management and im waiting on a reply. Hopefully they do the right thing.Business Response
Date: 01/29/2024
Digital Storm has agreed to partial refund of the computer system once customer ships it back. We ask the customer to mark complaint closed when they are satisfied with this outcome.Initial Complaint
Date:11/13/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 20854799
I am rejecting this response because: the response does not offer to help provide service for the product that was purchased through the company for quite a chunk of money. The laptop was never even looked at and the problem is still unknown with this laptop. Going to a local shop will cost more money on top of ********************* spent on this laptop in the first place. The entire point of using the company was for good customer service, but it seems we aren't being helped and just told to get help somewhere else even when we bought the product from your company for customer service. This is disappointing that we are just constantly being told to shove off and go get some repair service somewhere else with no guarantees anywhere. We were always satisfied with help in the past, which is why our family has continued to use digital storm, but we are extremely unhappy with the lack of any service we have gotten in response to wanting to fix a laptop that stopped working after barely being used.
Sincerely,
*****************Business Response
Date: 11/24/2023
We apologize for the issues you've encountered with your Digital Storm laptop and the frustration it has caused. **************'s assessment indicates that the laptop is at its End of Life (EOL), limiting our ability to offer replacement parts or extensive repair options. We understand this is disappointing, and while a re-evaluation by ************** is possible, we also recommend seeking a specialized local repair shop for a more detailed analysis due to the complexity of the board-level issue. We value your feedback and are committed to improving our service.Business Response
Date: 12/11/2023
The laptop is well out of warranty (purchased August 2019). We do not have way to determine cause of failure and this a discontinued and end of life model we no longer carry parts for. This is the reason we cannot repair it at our facility even if you wanted to pay. Unlike desktops, mobile devices such as laptops require extra care and maintenance and any number of circumstances could have led to the failure. Customer has my email and can contact me directly to see if they want to discuss further.Initial Complaint
Date:10/19/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I recommend the following for future correspondence with customers who have spent thousands of dollars with your company:1. Schedule calls. Don't just call us and expect us to be available 24/7.
2. Don't assume we are all technicians. I was not qualified to work on the hardware of this PC with all of this customization done by Digital Storm.
3. Network with a national tech provider like Asurion or Geek Squad and train them to work on your machines. There is no reason that I can't find a technician close to me who can help when things are not working. As a result of this negligence (IMO), I've had to replace a motherboard and 2 graphics cards due to errors on my part (see point 2).
4. I received misinformation via the chat on your site about a/c adapters for power supplies. They were deemed "universal" when in fact that's not the case. It resulted me in trying a lower wattage a/c power cable than my PSU could draw, making me think I needed a new one. I then bought one unnecessarily.
5. Offer moving solutions and services for people having to carry these massive PCs across the country.
I do not feel like a valued customer. And, this experience has soured my desire to purchase anything else from Digital Storm (or to recommend anyone else). I will shop for a new PC elsewhere, so thank you for igniting this desire and making my list shorter.
I do appreciate the good moments during the many exhausting attempts though.
Sincerely,
*******************************Business Response
Date: 10/19/2023
I've taken immediate action in response to your concerns. Our Senior Tech has been assigned to your ticket as a VIP priority and will be giving you a call today. Your satisfaction is our utmost priority, and we are committed to resolving your issue promptly. You can expect more dedicated resolution times moving forward.
Regarding your request for your configuration ID and receipt from Digital Storm in 2019, we will ensure you receive this information promptly to your email on file.Initial Complaint
Date:08/07/2023
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Problem started with many delays then when it was never delivered. No resolution from the company, no contact unless initiated by me, and still paying for the undelivered product to this day to avoid credit issues since I contacted Bread and they will not undue the process either.PACKAGE DELIVERY DATED- 12/13/22 at 9:33 AM, attempted 12/12 NOTIFIED H33353538353**9353538H OF NO DELIVERY TO MY ADDRESS: 12/12 and 12/13/22 COMMUNICATION WITH H33353538353**9353538H THEREAFTER:***********************************-12/13/22 ***** to retrieve the package and allow me to pick it up. Package was never retrieved. 2/14/**- I send him email requesting resolution ***********************-1/20/** *************** report to be made by me. Report# **-01-1714 with Caldwell County, confirmation supplied to them same day by me.*************************-12/13/22, 20**: 3/27, 3/29, 3/31, 4/4, 4/5, 4/10, 4/11, 6/1- Brought the information to management and requests a copy of police report from me, first time requested since start of incident. Sent confirmation of request 4/24 and documents received 5/7 *************************- 4/24/** reports case number C-******** is closed, no previous information regarding this was sent to me or ever contacted by him ORIGINAL ORDER: 11/13/22 Processed-11/18/22 Digital Storm Order UT45818444:UPDATED ORDER INVOICE: ****** Order Contents:- Digital Storm Desktop - Config ID ******* - Quantity: 1 - Price: $4,021.00 CHANGED: Config ID ******* DUE TO: 11/16/22 market shortage on RTX ****ti 11/18/22 RTX **** cards are out asked to change to RTX **** for same price CHANGED AGAIN TO: Config ID ******* CHANGED AGAIN TO: Config ID ******* CHANGED AGAIN TO: Config ID ******* SAME COST BREAKDOWN:Sub-Total: $3,821.00 Tax (8.25%): $315.** Grand Total: $4,136.** FINANCED AMOUNT WITH COMPANY THEY PROMOTE, BREAD: Bread Purchase Total:$4,000.00 Loan Terms:24 Months / *****% APR Monthly Payment:$203.57 / Month ADDITIONAL AMOUNT PAID WITH CASH/CARD TRACKING INFORMATION EMAILED ON 12/8/22 AT 6:01PM CT- ************
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