Complaints

The 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:12/23/2024

  Type:Product Issues
  Status:

  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.

  I ordered an NZXT Kraken X53 RGB 240mm on 9-07-2023 that turned out to be defective 14 months later, well within the warranty period. I opened a support request #*******, followed all the instructions and mailed out the part for replacement. The support ticket status is now "solved", and all communications have ceased. ***** tracking ************ shows NZXT received my part a month ago on 11/22/24 at 10:34 AM, signed by *******. I had to open a new support request #******* in order to ask about the missing part, and an additional 16 days have now passed since then without a response. I would like my replacement part or a refund of the purchase price of $164.99 plus tax. Thank you.

  Customer Answer

  Date: 01/16/2025

  Hello again,
  
  I just received the part I've been waiting for. NZXT made good on their promise, and I no longer have any complaints. Thanks for everything you do!

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In November 2021, I purchased a high-end, custom-built ** from NZXT for $3,364.26, including a rush-build fee because I was excited to receive my dream gaming setup quickly. When the ** arrived, it was dead on arrival (DOA) and would not boot. I immediately followed NZXT's process and returned the ** for repairs under the following details:Order ID: BLD #****** Ticket #: ******* RMA #: ********* Return Date: 11/24/2021 Once repaired, the ** was shipped back to me, but due to personal circumstances, I was unable to sign for the delivery. Per ***** policy, after three unsuccessful delivery attempts, the package was marked undeliverable and returned to NZXT. Since then, the ** has been lost, and NZXT has been unable to provide any clarity or resolution regarding its whereabouts.Despite never receiving a functional **, I was still charged the full $3,600. This has been a devastating and gut-wrenching experience. I saved for this ** as my dream setup, only to have it arrive defective, be returned, and then disappear entirely. I have spent countless hours contacting NZXT for answers and following their recommendations, including attempting to file a chargeback with my credit card company. Unfortunately, my card is now managed by a different company that does not recognize the chargeback process, leaving me with no other recourse.I understand that time has passed, but this issue remains unresolved. I am asking for NZXT to either rebuild my ** or issue a full refund. This is not just about the moneyits about fairness, accountability, and the trust that customers place in a company to stand by its products and services.I hope the BBB can help mediate this matter to ensure a fair resolution. Thank you.I have attached my Citibank Statement showing the money sent to NZXT. I have also Attached the **************************** Depot used to send the computer back to NZXT for repair before, the computer went missing. Thank you

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  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've put a online order for custom build gaming pc on 10-18-24 and on 10-24-24 I've contact customer support they have chosen to give me a run around refuse to answer simple question like where is my item what is the tracking number for the pc but no they have chosen to give me poor customer service and I still don't have my money or my pc they have chosen to have it ship back them asvp because they can't handle the 1st amendment which is called freedom of speech

  Business Response

  Date: 10/29/2024

  Dear Mr. ********************** you for bringing your concerns to our attention. I'd like to address the specific issues raised in your complaint and provide clarity on the situation.
  
  On October 24, 2024, you contacted our support team regarding your custom ** order placed on October 18, 2024. According to our records, during this interaction:
  
  1. Your ** was actively in transit via ***** (tracking #************).
  2. Our agent **** attempted multiple times to provide you with the tracking information for your system.
  3. The supervisor, ****** *******, subsequently emailed you the tracking link and status update.
  
  While we strive to provide excellent customer service, the interaction became difficult when our agent was subjected to threats, including:
  - Threats of causing job termination
  - Threats of physical confrontation ("I will come out to ********** and y'all will regret even knowing me")
  - Threats of bank chargeback and legal action
  - Personal insults and aggressive language
  
  Our decision to recall the shipment was not related to speech rights, but rather due to concerns about potential order fraud and our obligation to maintain a safe working environment for our employees. Our support team must be able to assist customers without facing threats or abuse.
  
  To resolve this situation, we are offering two options:
  1. Process a refund of your original payment once the ** is returned to our RMA warehouse.
  2. If the ** has already been delivered, honor our standard 2-year warranty.
  
  We remain committed to resolving this matter professionally and fairly. Please let us know your preferred resolution method, and we will proceed accordingly.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  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.

  DO NOT BUY A CUSTOM ** FROM NZXT I ordered a very high end custom ** from NZXT with the expectation that the computer would last for a reasonably long time. It is a $4,000 computer with alleged high quality parts and assembly.The computer worked okay until recently when it completely stopped turning on. Its less than 3 years after purchase on a high end computer and I expect there should be no major issues like this. The ** was used rarely, and had limited applications installed on it except for mainstream games. The computer has the red CPU light coming on the motherboard and is not displaying video even though the computer will turn on. When I reached out to support the initial response was some basic troubleshooting steps and the fact that the computer is out of warranty (in other words, their main concern is that the computer is out of warranty). Later on, only after telling them my feelings about their support, did they send another support agent (who actually tried to give helpful advice). None of the advice worked or it was too advanced. The computer is basically bricked now and unless I take it to a repair shop and pay my own additional funds, it will remain unusable. I would think NZXT would stand by their product more than that. If they are such good products, they shouldn't die in less than 3 years.

  Business Response

  Date: 10/21/2024

  Hello ***,
  
  Thank you for bringing your concerns to our attention regarding your NZXT custom PC. We understand your frustration with the issues you've experienced, especially given the high-end nature of your system and its timing relative to the warranty period.
  
  Warranty Information:Our records show that your system's 2-year limited warranty ended on January 28, 2024. The issue you reported occurred on October 12, 2024, approximately 8.5 months after the warranty expiration.

  Troubleshooting Assistance Provided:Despite being outside the warranty period, our support team offered several troubleshooting steps:
  1. Initial Troubleshooting: Our support team suggested several initial steps, including:
     - Draining the power supply
     - Clearing CMOS
     - Reseating the RAM
     - Testing one RAM slot at a time
     - Reseating the graphics card
     - Checking and replugging the graphics card power source
  
  2. Advanced Troubleshooting: After identifying the red CPU debug LED, our team recommended:
     - Checking the 24-pin ********* Connection on the motherboard
     - Verifying the 8/4-pin ********* Connection
     - Performing a more thorough CMOS reset by removing the battery for 3-5 minutes
  
  3. BIOS-related Steps: As a last resort, we suggested:
     - Re-flashing the ***** with detailed instructions provided
  
  4. Third-party Assistance: When these steps didn't resolve the issue, we recommended consulting a local repair shop for hands-on diagnosis, acknowledging the limitations of remote troubleshooting.
  
  5. Warranty Information: We provided information about the motherboard's potential extended warranty through ***, which could cover replacement until January 27, 2025.
  
  We understand that some of these steps may have been too advanced or uncomfortable for you to perform, which is why we ultimately suggested professional assistance. We acknowledge that this situation is frustrating, especially for a high-end system that's only a few years old.
  
  To address your concerns about our product quality and support:
  
  1. We're using your feedback to improve our support processes, ensuring we provide thorough, step-by-step guidance for all troubleshooting steps, regardless of their complexity.
  
  2. We're exploring options for extended warranty programs and additional post-warranty support options for our high-end custom builds.
  
  We value your business and appreciate your detailed feedback. It helps us improve our products and services. If you'd like to discuss this further or explore any additional options, please don't hesitate to contact our customer relations team directly.
  
  Thank you for bringing this to our attention and for giving us the opportunity to address your concerns more comprehensively.

• Initial Complaint

  Date:10/14/2024

  Type:Delivery Issues
  Status:

  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.

  Ordered 2 items from NZXT on 15 August 2024. Never received my items. Contacted NZXT on 15 August requesting a refund. I was told it would take 3 to 5 business days to receive my refund. After waiting 5 days and not receiving my refund I was told (17 Sept) that it's still being worked on. To this day I have not received my refund. Please look into this matter for me. Ticket number *******. Thank you.

  Business Response

  Date: 10/25/2024

  Hi Felly,
  
  Thank you for your patience regarding your refund for those missing items. I want to update you on the status of your refund request from August 15, 2024.
  
  I can confirm that your refund of $234.95 has been processed on October 18, 2024, to your original form of payment. This refund should appear on your account within 3-5 business days from the processing date, depending on your financial institution's standard posting timeframe.
  
  We sincerely apologize for the extended delay in processing your refund. This is not representative of our standard service level, and we understand your frustration with this situation.
  
  If you don't see the refund reflected in your account by October 24, or if you have any other questions, please don't hesitate to reach out to us with your ticket number (2017968).
  
  Thank you for bringing this to our attention.
  
  Best regards,
  NZXT

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear *********** am reaching out for assistance regarding a warranty dispute I am currently having with NZXT, a company specializing in computer components. I am facing significant difficulties with their customer service concerning the replacement of a defective product.Background:- Initially, I requested a warranty replacement for a faulty Kraken cooler. During the process, I was instructed by NZXT to destroy the entire H1 v1 case, even though the issue was primarily with the cooler. I followed these instructions and provided proof of destruction.- NZXT assured me that I would receive an H1 V2 case as a replacement. However, they have now informed me that the H1 V2 is unavailable, and they are only offering a refund, which does not meet my needs nor cover the costs I have incurred.Issues:- NZXTs refusal to provide an H1 V2 or a similar case in exchange for the defective product, despite earlier assurances.- The potential need to pay customs fees for the replacement being shipped from the ***, which is unacceptable to me.- The offered refund does not cover the additional costs I incurred due to their instructions, and NZXTs customer service has not provided a satisfactory solution.I am seeking help in resolving this matter, as NZXTs proposed solutions are unacceptable, and the company does not seem to be respecting my consumer rights in accordance with ** law. Am I, as a consumer, required to pay customs fees for a replacement case shipped from the *** to the **? Is it legal for NZXT to offer me a newer model, instruct me to destroy the defective item, and then attempt to send me the same model I destroyed?If necessary, I can provide the entire correspondence with their support team, which includes approximately 100 ************** details:NZXT, Inc.605 ************************************************************ Phone: *************** Support: ************* Kind regards, ******

  Business Response

  Date: 09/13/2024

  Hi ******,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused during this warranty replacement process. We take customer satisfaction very seriously and are committed to resolving this issue.
  
  We want to inform you that we have shipped your replacement H1 V1 case today. The tracking number for this shipment is CB250665406US, which can be tracked via the **** website.
  
  Regarding the specific points raised:
  
  1. We acknowledge there was a miscommunication regarding the availability of the H1 V2 case. We sincerely apologize for any confusion this may have caused.
  
  2. To address the concern about potential customs fees, we will cover any such fees associated with this replacement shipment. Our customers should not incur any additional costs for warranty replacement.
  
  3. We understand your frustration with the initial instruction to destroy the entire H1 V1 case. This was an error on our part, and we take full responsibility for this miscommunication.
  
  4. While we cannot provide the H1 V2 as initially discussed due to availability issues, we believe the H1 V1 case we've shipped will adequately address the original warranty claim for the faulty Kraken cooler.
  
  We are committed to ensuring our customers are satisfied with our products and services. If you have any further concerns or questions about this replacement, we encourage you to reach out to our customer support team directly. We are more than willing to discuss any additional steps needed to fully resolve this matter to your satisfaction.
  
  We appreciate the opportunity to address your complaint and hope that our actions demonstrate our commitment to customer service and product quality.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22274956
  
  I am rejecting this response because:
  

  While I appreciate that NZXT acknowledged the communication issue and attempted to provide a replacement, the proposed solution is not satisfactory for the following reasons:

  1. Initial Promise of H1 V2: I was clearly informed and promised an H1 V2 case in exchange for the faulty unit. This was a key factor in my decision to destroy my original H1 V1 case. Had I known that only an H1 V1 was available, I would not have destroyed the entire case. NZXT must honor the original promise.
  

  2. Compensation for Lost Time and Misleading Information: The time lost due to incorrect communication and false promises is unacceptable to me. I expect compensation for the misleading information and all the inconveniences that resulted from this process, not just a simple replacement of the case, which supposedly wasnt available when I reported the faulty cooler.

  3. **************** and Trust: The communication error has significantly impacted my trust in how your company handles this matter. I am not satisfied with the current resolution and expect NZXT to offer a solution that fully considers both the original promise and the inconveniences caused.
  

  4. Customs Fees/Taxes for the Shipped Package: Although I was assured that NZXT would cover the customs fees associated with the replacement shipment, I am concerned that I will be required to pay these costs out of pocket. Please provide clear assurance that these costs will be fully covered by NZXT; otherwise, I will be forced to refuse the package. Additionally, since I do not have a ****** account, I am unsure how you plan to refund the money, as you have frequently mentioned ******. Please clarify this issue.
  

  Until a more appropriate resolution is offered, I cannot accept this response as satisfactory.

  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 09/17/2024

  Dear *****,

  
  

  I would like to amend my response accordingly. While I understand that BBB does not handle requests for compensation, my main concern is NZXT's failure to honor their original promise to provide a replacement H1 V2 case and the resulting inconvenience. My request is that NZXT either fulfill their initial promise or offer a more suitable alternative, such as providing another case of similar value or offering a store credit.

  
  

  Additionally, I would like assurance that NZXT will cover all customs fees or taxes related to the shipment, as previously indicated, and I am seeking clarification on how the reimbursement will be processed without a ****** account.

  
  

  Thank you for your assistance. I hope to reach a resolution soon.

  
  

  Sincerely,

  ****** ********

• Initial Complaint

  Date:09/05/2024

  Type:Delivery Issues
  Status:

  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.

  On August 27, 2024 at 7:30 AM EST, I ordered a subscription for a Player Three **.On August 27, 2024 at 8:00 PM EST, I requested a cancellation of the equipment since I was not going to need anymore.I received a reply that they could not cancel it and they had to finish the build and ship the ** to me.Which is bizarre but ok. I agreed. The representative advised to just reject the order from ***** and send back to shipper. I said OK, I will wait.On August 28, 2024 at 11:00 PM EST, I received an email with the Tracking Information from *****.Order will be delivered on September 3, 2024 and I WILL have to be home to accept package since is Signature Required.I stayed home from Work to make sure I do not miss this.On September 3, 2024 at around 10:50 AM EST, I received a notification that my package was delivered and my activation of the Player Three ** was on.Come to find out, ***** delivered to the wrong house and "No signature was required".I Immediately contacted ***** and opened a case for a missing package. Sent pictures of what my house looks like and what the a copy of my Proof of Delivery with Picture from *****. (2 totally different houses).I contacted NZXT and advised of the situation and they have been no help at all.They activated my account as "** delivered", Bill my Credit Card the initial amount, and now they do not respond to any of my emails.Still waiting to hear from ***** on the case. but NZXT has been horrible to work with, if this is how the treat their starting customer imagine what they will do to the rest.

  Business Response

  Date: 09/09/2024

  Hello ****,
  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address your complaint.
  
  We have thoroughly reviewed your case and located your ticket in our system. Please be assured that your issue has been escalated to our ******************** to ensure you receive comprehensive assistance.
  
  We understand the frustration you've experienced with the delivery issues and subsequent communication difficulties. Our team is actively coordinating with the courier company to resolve this situation as quickly as possible.
  
  Regarding the payment, we want to assure you that we will process a refund as soon as we receive an update from the courier company about the misdelivered package. We kindly ask for your patience during this process.
  
  We sincerely apologize for any inconvenience this situation has caused. Our goal is to provide excellent customer service, and we regret that your experience has fallen short of our standards.
  
  Rest assured that we are committed to resolving this issue to your satisfaction. Our team will be in touch with you shortly with further updates.
  
  If you have any additional questions or concerns in the meantime, please don't hesitate to contact our customer support team.
  
  Thank you for your understanding and patience as we work towards a resolution.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 09/09/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/01/2024

  Type:Service or Repair Issues
  Status:

  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.

  Subject: Formal Complaint Against NZXT for Defective Pre-Built ** Dear Better Business Bureau,I am writing to file a formal complaint against NZXT regarding the pre-built ** I purchased from them. I bought this ** for $4500 with the expectation of receiving a high-quality product that would perform reliably, given the premium price and NZXT's reputation for quality.Unfortunately, over the past year, I have faced numerous issues with this ** that have significantly affected my experience. The problems include: Frequent Repairs:The ** has required multiple repairs within the year, which is unacceptable for a pre-built system of this price range. Each repair has been time-consuming and inconvenient since im not tech savvy, the whole point of buying this pc was to not deal with this, impacting my ability to use the ** as intended. Defective Build/ Loss Of Money: interactions with this pc have also not been the best, as ive made tickets in the past for reasons such as the pc overheating and not working as intended interrupting my work which is fully online and on my pc as a roblox developer and youtuber, this affects me greatly, id have to go days with the pc blasting its fans and no display disrupting my work, i have proof of this as i have over a million players in a my discord for the game all star tower defense, and on a anticipated update for the game my pc had not worked, causing it to be delayed, losing players and money.Given the substantial investment of $4500 and the high expectations associated with NZXT's brand, the persistent issues has left me dissapointed since ive bought cheaper pcs in the last from other places and never had issues. I am seeking a fair resolution, which may include a full refund of what i paid or a full replacement of the ** of max quality to address the ongoing quality and reliability problems.I hope the BBB can assist in facilitating a resolution to this matter.Thank you for your attention to this complaint.

  Business Response

  Date: 09/03/2024

  Hi *****,
  
  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and are committed to resolving issues with our products.
  
  We have reviewed your complaint and our records regarding your NZXT pre-built PC purchase. We understand your frustration with the performance issues you've experienced and apologize for any inconvenience this has caused, especially given the impact on your work as a Roblox developer and YouTuber.
  
  After a thorough review of our records, we've found:
  
  1. Our technical support team has recently sent you troubleshooting steps to diagnose the current issues with your PC. We hope these steps will help identify and resolve the problems you're experiencing.
  
  2. We do not have any record of previous RMA (Return Merchandise Authorization) requests or repairs under your name or email associated with the *** order number ******. If you have documentation of previous repair attempts, please share this information with our support team to help us better understand the history of issues with your system.
  
  3. We recognize the inconvenience you've faced and want to work towards a resolution. We are more than willing to continue troubleshooting with you and, if necessary, process an RMA for warranty repair of your system.
  
  4. Regarding your request for a refund, we must inform you that as your purchase was made on October 23, 2023, it falls outside our 14-day return for refund period. While we cannot offer a refund at this time, we are committed to addressing the performance issues through our warranty service.
  
  Next steps:
  
  1. Please follow the troubleshooting steps provided by our technical support team. If you need clarification on any step, don't hesitate to reach out to them.
  
  2. If the issues persist after troubleshooting, we will gladly process an RMA for warranty repair to address the problems you're experiencing.
  
  3. Our support team is ready to assist you throughout this process and answer any questions you may have.
  
  We value you as a customer and understand the importance of having a reliable PC for your work. Our goal is to ensure your NZXT system meets the high standards we set for our products. We are committed to working with you to resolve these issues and restore your confidence in our brand.
  
  If you have any further questions or concerns, please don't hesitate to contact our support team. We appreciate your patience as we work towards a resolution.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:08/17/2024

  Type:Service or Repair Issues
  Status:

  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 have bought in May anH6 Flow RGB case this case in less than a month had the case fans a bit faulty, I have fixed 2 but there is a third one that has burnt LEDs thankfully still spins I have raised a ticket with NZXT to get a cable replacement that I could buy, I was willing to pay for it, they have offered relace the fans. On June 20th they sent the replacement and since the 25th the tracking never updated. It has been 2 months since I have requested this to be solved by paying and they offering the replacement for free. Now I do not have a working fan, faulty equipment and awful customer Service

  Business Response

  Date: 08/19/2024

  Hi *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced with your H6 Flow RGB case and the delay in resolving your issue.
  
  We want to assure you that we take your concerns seriously and are committed to providing a satisfactory resolution. As of yesterday 8/18/24, we have received confirmation that your replacement case RGB fan has been processed and is currently awaiting shipping. You should receive updated tracking information very soon.
  
  We understand your frustration with the extended timeline, especially given that you initially offered to purchase the replacement part. We appreciate your patience during this process and regret any disappointment our customer service may have caused.
  
  To address your specific concerns:
  
  1. Faulty case fans: We acknowledge the issues you've encountered with the case fans and commend your efforts in repairing two of them.
  
  2. Delayed replacement: We apologize for the lack of updates on the June 20th shipment. We are investigating why the tracking information was not updated and will use this feedback to improve our shipping processes.
  
  3. **************** experience: We're sorry to hear that our service didn't meet your expectations. We are reviewing our procedures to ensure more timely and effective communication in the future.
  
  We value you as a customer and want to ensure your complete satisfaction with our products. Once you receive the replacement fan, if you need any assistance with installation or experience any further issues, please don't hesitate to contact us.
  
  Again, we apologize for any inconvenience this situation has caused. We appreciate your feedback as it helps us improve our products and services. Thank you for your patience and understanding.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22156271
  
  I am rejecting this response because:
  
  At this point of time, waiting for a confirmation or for another shipment, after two months is jot viable. You did not mention that on the email sent to me directly which I have received twice from two different emails making me believe is an automatic email. 
  

  I do not believe that awaiting for shipping info is real.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/04/2024

  Hi *******,
  
  Thank you for your response. We apologize for any confusion or frustration our previous communication may have caused. We appreciate you bringing this to our attention, as it allows us to provide you with more accurate and up-to-date information.
  
  We want to personally assure you that the information about your replacement fan is indeed real and verifiable. Upon further investigation, I can confirm that your replacement fan has not only shipped but has already been delivered. Here are the specifics:
  
  - Tracking Number: 278557397441
  - Carrier: *****
  - Delivery Date: August 23, 2024
  
  You can verify this information yourself by visiting the ***** tracking website and entering the tracking number provided above.
  
  We sincerely apologize for the miscommunication in our previous response and the apparent disconnect between our internal systems and the actual shipping status. This oversight on our part is unacceptable, and we are taking immediate steps to improve our tracking and communication processes to prevent such incidents in the future.
  
  Given this new information, we kindly ask that you check if you have received the package. If you haven't, please let us know immediately, and we will investigate further with *****.
  
  Once again, we sincerely apologize for the confusion and any distress this situation has caused. We are committed to learning from this experience and improving our service.
  
  Thank you for your patience and for giving us the opportunity to address this issue.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  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.

  I bought a NZXT power supply unit (PSU) on Amazon.co.jp that is defective and while they agreed to provide an RMA, they refuse to do so until it is recycled and a receipt is provided. I have explained to them that there is no way to recycle it and receive a receipt as the system of recycling in ***** is very different from the **. The customer service representative ****** refused to let me talk to a manager. They are refusing to work with me to find an alternative solution.

  Business Response

  Date: 08/09/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We apologize for the frustration you've experienced with your RMA request.
  
  We understand the unique challenges you're facing in ***** regarding recycling and obtaining a receipt. We recognize that our standard process may not be suitable for your situation.
  
  I've escalated your case to our senior management team. They will review our policies and work on finding an appropriate solution that takes into account your specific circumstances.
  
  We will provide a detailed response with potential solutions through this support ticket within the next 2-3 business days.
  
  We appreciate your patience and value you as a loyal customer. We are committed to resolving this issue to your satisfaction.
  
  Thank you for your understanding.
  
  Best regards,
  NZXT

  Customer Answer

  Date: 09/16/2024

  Complaint ID: ******** Regarding the above Complaint ID, I was not able to respond in time, but I would like it to be updated with the following information: The company in question has resolved my complaint in a satisfactory manor. While I was upset that it took so long to speak to a knowledgeable manager, once I was put in touch with one, they were understanding of the issue and did right by me.

  Sent from *************************** (

  *********************

  )