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:06/19/2024

  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.

  Details * I ordered a computer a few years back. * I was guranteed delivery around 4 different times with the shipping I paid for and they took over a month and lied about delivery * a few years later with many issues along the way with the computer itself, I now cannot turn on the computer. * I had to repair this computer once with nzxt because they gave me a faulty motherboard and then gave me one of cheaper value. * I now cannot use the computer and it was $1300 * the computer runs into an error every time I turned it on.

  Business Response

  Date: 06/21/2024

  Hi *****,
  
  Thank you for your feedback and I apologize for the frustration you've experienced. I want to address your concerns as best I can.
  
  Regarding the original delivery delay when you first ordered the *** I'm very sorry that occurred and that the estimated timelines provided were not met. We always aim to meet our shipping commitments and it's disappointing we fell short in this case. 
  
  On the recent issue with the ** no longer turning on, I see that you had previously sent it in for repair due to a faulty motherboard. Our records show we did replace the defective N7 Z590 motherboard with an MSI Z590 Pro WiFi motherboard. While a different model, this is a comparable Z590 motherboard that should provide equivalent performance. The repair notes indicate the ** was thoroughly tested after the motherboard replacement and passed all checks.
  
  However, it sounds like you are now experiencing startup issues again. Since the ** was able to boot and run normally after the last repair, this seems to be a new problem that has arisen. 
  
  I want to assure you that we stand behind the **s we build and will work to get your system up and running properly. The best next step would be to contact our technical support for troubleshooting help and if needed they will set up a new repair RMA so our technicians can diagnose the current boot failure and replace any parts necessary to resolve it.
  
  If you could please respond to your existing support ticket or open a new one at support.nzxt.com, our team will assist you in setting up that repair RMA right away. We'll cover shipping both ways and do everything we can to get your ** repaired or replaced promptly.
  
  I apologize again for all the trouble you've had with this **. We appreciate your business and patience, and will work diligently to make this right. Please let me know if you have any other questions or concerns.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21874143
  
  I am rejecting this response because:

  since The repair you guys did, I have lost the ability to use the lighting feature in your guys software. The z590 pro motherboard has showed me problems since the start, the wifi connection is horrible, before the change I could run games fine and since I got the new motherboard I would lag out of games every so often and the antennas always move out of place because of the loose fitting on the backplate due to a poor repair job. I fixed the startup issue, but now I have to redownload all of my games and files. There is nothing to be fixed now, its simply the fact that you guys have given me this many issues and now I have to deal with redownloading everything for months due to my internet data cap. *** encountered to many problems and ** very disappointed in the service provided by your company. I know you said the estimated delivery you guys give isnt guranteed but this isnt the case. I had guranteed times. Not estimates, I had people sit there and tell me it will be delivered within the next 24 hours. Not only that but you guys have a time window you have to meet when charging more for shipping. Id like a new computer as a whole, it can be of same value. But I am not going to spend $50 on the packing stuff you need in the box when I ship the pc. Im not gonna buy the expanding foam and stuff. Its expensive and there is virtually nothing you guys need to fix now besides the fact that the problem I encountered has made it so I have to redownload everything.  

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

  Business Response

  Date: 06/24/2024

  Hi *****,
  
  Thank you for providing more details about your experience. I sincerely apologize for the ongoing issues you've faced with your ** and our service. I understand your frustration, and we want to make this right.
  
  Regarding the problems you've encountered since the motherboard replacement:
  
  1. Lighting feature: We'll ensure this is addressed in your next RMA or possibly fixed via troubleshooting.
  2. WiFi connectivity: The poor connection and antenna issues are unacceptable and will also be addressed if not able to be repaired via troubleshooting.
  3. Game performance: We'll make sure the repaired ** meets or exceeds the original specifications.
  4. Data redownload: We understand the inconvenience this causes, especially with your data cap and apologize that this is something you've had to endure.
  
  We acknowledge that our service has fallen short of expectations, from the initial delivery delays to the recent technical issues but we will make sure you are completely taken care of.
  
  To proceed with the repair:
  
  1. We'll provide a prepaid shipping label for your current **.
  2. You won't need to purchase any packing materials. We'll send you appropriate packaging for safe return shipping.
  3. Once we receive your current **, our team will diagnose everything listed and make sure your system is 100% functional when sent back.
  4. The ** will be thoroughly tested to ensure all features work correctly, including lighting and WiFi.
  
  We value your business and want to rebuild your trust in NZXT. If you would like to proceed with this, please reach out to our customer support center via email or live chat and our agents will make sure to take care of you.
  
  If you have any questions or concerns, please don't hesitate to reach out. We're committed to resolving this to your satisfaction.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 06/25/2024

   
  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:05/24/2024

  Type:Product 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 am writing to express my extreme dissatisfaction with the customer service provided by **********************. Below is a detailed timeline of the interaction, highlighting the numerous issues encountered:Initial Approval and Miscommunication (February 29 - March 7):February 29, 2024: I received approval for my RMA and shipping instructions.March 3, 2024: NZXT followed up, warning of ticket closure.March 7, 2024: I wasn't aware I had to ship the part first. Regardless, I took responsibility for the misunderstanding and shipped the part.Delays and Lack of Clarity (March 13 - March 26):March 13, 2024: I informed NZXT of the shipment, which they confirmed was in transit.March 18, 2024: They claimed to have received only one stick and required the second stick, causing further delays. While the original email mentioned sending both sticks, it was not clear enough. I purchased the computer in bulk, which came with four sticks of RAM. I was unaware they were grouped in pairs and that I had to check serial numbers to determine which ones to send back. The provided details were insufficient for someone unfamiliar with such specifics.Repeated ********** and Warehouse Delays (April 7 - April 30):April 7, 2024: Despite following instructions, NZXTs automated emails threatened ticket closure.April 23, 2024: I was informed of warehouse delays, with a vague timeline of up to 15 business days.April 29, 2024: NZXT again requested an update, showing a lack of internal communication.Escalation Attempts and Continued Frustration (May 12 - May 18):May 12, 2024: I requested an escalation contact due to the unacceptable delays.May 18, 2024: After multiple unfulfilled promises of follow-**** I'd be happy to just get my equipment back.It has been almost three months since I initiated this RMA process and I have zero clarity. I have experienced poor communication, unclear instructions, delayed responses, and repeated failures to follow through despite numerous calls and emails.

  Business Response

  Date: 06/14/2024

  Hi Nic,

  Thank you so much for your patience, we want to sincerely apologize for the unacceptable experience you've had with NZXT during your RMA process. It's clear from your detailed timeline that there were numerous failings on our part, including unclear communication, delays, and a lack of proper follow-through. This is not the level of service we strive to provide, and I deeply regret the frustration and inconvenience this has caused you.
  
  I've thoroughly reviewed your complaint and the ticket history, and I acknowledge that we fell short in several key areas:
  
  1. Our initial instructions regarding the return of the *** sticks were not sufficiently clear, especially for customers who may not be as familiar with checking serial numbers and pairing *** sticks. We should have provided more detailed and user-friendly guidance.
  
  2. You experienced repeated delays in the processing of your RMA, including an extended warehouse delay, which left you without your equipment for an unreasonable amount of time. 
  
  3. Despite your multiple attempts to follow up and escalate the issue, you did not receive satisfactory responses or the promised outreach from a supervisor. This reflects a breakdown in our internal communication and customer service protocols.
  
  I am pleased to confirm that, as of Tuesday, June 11th, the replacement *** sticks have been shipped out to you. According to the tracking information, they were successfully delivered on June 13th. I sincerely hope you have received the *** and that it is working properly in your system. If you encounter any issues with the replacement sticks, please let me know immediately, and I will ensure that they are addressed without delay.
  
  Furthermore, I will be working closely with my team to conduct a thorough review of our RMA procedures, customer service training, and internal communication processes. Your feedback has shed light on clear areas for improvement, and I am committed to addressing these issues to prevent similar experiences for future customers.
  
  Thank you for bringing this matter to our attention and for your patience throughout this process. I deeply apologize for the subpar service you received and am dedicated to ensuring your satisfaction moving forward.
  
  Best,
  NZXT

• Initial Complaint

  Date:05/18/2024

  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.

  On February 27, 2024 I received an email saying a shipment is on its way. I thought it was spam as this is very common. I later received a message from my credit card company but I was teaching at the University and could not get to the message right away due to my class. This company had charged $2,567.69 for something that I did not order. I was able to call my credit card company and close the card as my name, address and credit card information was compromised. Fed Ex did show up at my door with a very large package. I rejected the package and it was shipped back to NZXT. My credit card company told me that I needed to reach out to this company. After waiting on the phone for a very long time someone named **** said that the package was in the warehouse but they had to file protocol and fill out a ticket. After waiting for a while the $2,567.69 was still not taken off of my credit card bill. I then called the company again and was on hold for over an hour. The lady said that they had to follow protocol and fill out a claim ticket. I explained that I already did this and why is it taking so long. She was very condescending on the phone and my roommate began to think that this company was crooked. She looked up the company and saw mostly very negative reviews. I think that they somehow have a scam going on and will not give me my $2,567.69. Apparently it was for a game. When I looked into when this purchased was placed it was during a time that I was driving home from the University at night from my ensemble rehearsal. This has caused signifacant stress in my life and my relationship because I never had someone steal my credit card information and charge my card. This company admitted that the package was sent back to them but refuse to reinburse my money. I do not know if I need a lawyer if an investigation can be done on this company. as they seem to be very shady.

  Business Response

  Date: 05/21/2024

  Hello *****,
  
  I apologize for the frustrating experience you have had regarding the fraudulent charge on your credit card and the subsequent difficulties in obtaining a refund from NZXT.
  
  After thoroughly reviewing your case, I want to assure you that we are taking this matter very seriously. I understand the significant stress and inconvenience this situation has caused you, and I sincerely apologize for the delays in resolving this issue.
  
  It appears that the initial chargeback request from your credit card company, which was ultimately resolved in NZXT's favor, is what led to the delay in processing your refund. When a chargeback is initiated, it triggers a specific set of procedures that our team must follow to investigate the claim and provide the necessary documentation to the credit card issuer. This process can sometimes take longer than anticipated, especially in cases of fraudulent activity.
  
  Once the chargeback was resolved, the charge was placed back onto your credit card, as the issuing bank determined that the transaction was legitimate. However, we understand that this charge was the result of fraudulent activity, and we are committed to ensuring that you receive a full refund.
  
  Please know that I am personally escalating your case to our accounting manager to determine the best course of action for issuing your refund as quickly as possible. Given that your original credit card is no longer accessible due to the fraud, we may need to explore alternative refund methods, such as issuing the refund via PayPal.
  
  Once I receive confirmation from our accounting manager on the appropriate path forward, I will promptly provide you with an update on your ticket. We are dedicated to rectifying this situation and ensuring you receive your full refund of $2,567.69.
  
  Your patience and understanding throughout this challenging process are greatly appreciated. Please be assured that we are working diligently to resolve this issue to your satisfaction. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:03/12/2024

  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 purchased a NZXT Player Two Prime and 2 cooling fans from this company on 2/14/2024 for $2,861.11 and I received my merchandise on 2/26/2024. I set up the ** according to the instructions in the information provided and within a few hours of use the computer had completely shut down and BSOD'd several times. After running a test of the **'s hardware per the troubleshooting software provided on the company's website- I found the *** to be bad. The test produced over 170 errors in the first 35 seconds of the test. For a ** that was "tested prior to being sent," this sure is a lot of errors to be having within the first 35 SECONDS of a test. When I reached out to NZXT to get a replacement ** on 2/27/2024, I was told that I needed to send in my less than 24-hours old ** to have the part replaced instead of being issued a new **. Their only compensation was to refund the $84.99 shipping from the original order (in which I did not receive until 3/6/24 after numerous attempts to contact them on this as well.) Not being okay with this I then asked on 2/28/2024 to return the ** per their return policy and my funds be refunded so I can purchase a new ** (will not be from them!) They sent me a shipping label and a case number to reference (*******) on 2/28/2024 and I shipped the ** back to them that very same day via ***** (Tracking number ************.) According to tracking information, they received the ** on 3/4/2024 at around 10:30am PST. Since then, I have made numerous attempts to contact their customer service both via phone as well as via their online chat feature to question the status of my refund. I am not given a concrete answer as to when I can see the refund be issued to me. I have been given several different answers like "your refund will be returned no later than 3/11/2024," and "The return as been approved but your account is waiting to be credited." I just want my funds to be returned to me so I can move on with my life and put this company in my past!

  Business Response

  Date: 03/13/2024

  Hi *******,
  
  We sincerely apologize for the frustrating experience you have had with your NZXT Player Two Prime and the subsequent return process. We understand your disappointment and the inconvenience this has caused you.
  
  After thoroughly reviewing your support ticket (*******), we have confirmed that our RMA team received and inspected your returned PC on March 11th, 2024. The return has been processed, and the refund has been approved.
  
  Please allow 3 to 5 business days from March 11th for the funds to be credited back to your original form of payment. The exact processing time may vary depending on your financial institution.
  
  We deeply regret the inconsistent information you received regarding your refund timeline. We are taking steps to improve our communication and ensure that our customer service representatives provide accurate and timely updates to our valued customers.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. We are committed to resolving this matter to your satisfaction.
  
  Thank you for your patience and understanding.
  
  Best regards,
  NZXT

• Initial Complaint

  Date:03/10/2024

  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.

  Around 12/16/2022 I purchased a pre built ** from NZXT. I received this ** with an *** Ryzen 9 7900 cpu and 2 sticks of DDR5 16gb RAM. This CPU is meant to operate only with DDR5 RAM. As of a few days ago my motherboard and cpu have both died. After taking it **Laptops in ******, ** they informed me that this is a common issue with about a 50% failure rate from the Ryzen 7000 series cpus and ddr5 ram. I then contacted NZXT and they said they were aware of the issue but couldn't do anything since I was just out of my warranty period. NZXT is aware of these issues and yet they have not made consumers aware of these issues nor have they offered to help fix them. This is a predatory practice and feel thus should either be fixed by the *** corporation for selling faulty parts or by NZXT for not making consumers aware when selling these parts. I do not wish for full compensation for the ** but do wish for some sort of reprisal for the pieces that failed.

  Business Response

  Date: 03/12/2024

  Hi ******,
  
  We apologize for the issues you have encountered with your NZXT pre-built PC. We take customer satisfaction and product quality very seriously.
  
  After reviewing your support ticket, we see that our team has provided some troubleshooting steps to gather more information about the problem. In order to better assist you, we kindly request that you respond to the ticket with the requested details. This will allow our technical support team to investigate the issue further and determine the best course of action.
  
  While we understand your frustration with the situation, we want to assure you that we are committed to finding a solution, our team is here to help you.
  
  Please reply to the support ticket at your earliest convenience so we can continue working on resolving this matter for you.
  
  Thank you for your patience and understanding.
  
  Best regards,
  NZXT

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hi my name is *****************************. I placed and order for a $6,999 plus tax pc, when I initially received the pc after getting help from a rep the pre built was supposed to come with custom DDR5 6000MHZ cause the pre built came with DD4, no problem I sent it back to the company they said they will correct this matter. NOW WE GO BACK AND FORTH AND A MONTH NOW PASSES. AND NOW I RETURNED THIS ** twice they say they will fix it and get it back and never fixes it. THEY THEN SAY THEY NEED TO REFUND ME SO WE CAN RE PROCESS THE ***** AFTER I SEND BACK THE ** AND WAITED ANOTHER MONTH WITH NO RESPONSE. Never got the month so when I contacted my bank they stated nothing was ever received from the company as of yet, another week goes by nothing yet. I REACH OUT TO THE COMPANY, after waiting so long with no response with finally them stating they where going to send me a check in the mail due to issue with refunding my money. I now have been waiting no check all I want is my pc at this point, this was over 7k that took me a year and a half to save man wtf

  Business Response

  Date: 02/02/2024

  Hi *******,
  
  We are devastated by your months-long frustrations receiving a properly functioning custom system. Our leadership is immediately investigating where communication broke down so catastrophically across review attempts. This inexcusable; you deserve transparency and resolution from us so we can finally deliver expectations.

  Rest assured we will make right through actions - not just words - no matter what it takes. You have our support through this challenging situation until your complete peace of mind with us again. We will fix our flaws at their foundations to prevent this repeated systemic failure again. Please stand by as we formally work the problem.

  
  Sincerely,
  NZXT

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21235117
  
  Hi NZXT,

  Thank you for the fast reply and sorry that this had to be the route, I cant believe I had to contact the BBB to be in touch with you. I found your company as an upcoming streamer getting ready to start his journey into streaming but this has delayed things. Cause of this I missed opportunities to grow cause I was not prepared due to this delay. Please rectify this matter and get me the pc I wanted or please get me my money back. I want you guy and would love to work with you now and maybe one day as a partnership as I grow in my career but this was not the best first impression when I was recommended to your company by *** also know as timthetatman. This did put me through a lot of stress on top of medical issues I have been dealing with. Please rectify this and thank you. I am looking forward to your response 

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

  Business Response

  Date: 02/09/2024

  Hi *******,
  
  We sincerely apologize for the immense delays and lack of updates on your custom PC order. Not having an order confirmation or any visibility from our support channels is completely unacceptable after you placed trust in our company based on recommendations.
  
  While we aim to make the purchasing and setup process smooth for aspiring content creators like yourself, we clearly fell devastatingly short meeting reasonable delivery expectations. Please know our entire company feels responsible for letting down a loyal customer and failing your first impression out of the gate.
  
  If you have an active support ticket number related to your order, please provide it here so we can formally investigate where communication fully broke down and make amends getting your equipment enroute immediately. We shoulder full accountability to rebuild trust and stand ready to assist however feasible around minimized impacts to your streaming plans after this unacceptable ordeal. Please let us know how we can start making this right.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21235117
  
  Hi as I dont have a ticket number cause its been some time I reached out. I can provide you with my info, ***************************** Shipping address ********************************************************* Last four of card is **** ***** Thanks and looking forward to resulting this and getting my pre build 7k pc 

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

• Initial Complaint

  Date:01/29/2024

  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.

  bought a computer for grandson for Christmas it quit working after a few hours of use contacted them or support which turned out to be totally useless when they finally did answer the query. I sent pictures of exactly what I was seeing trying to get the computer to reboot, After to week of basically no response to my ticket #******* and the computer not doing anything took it to a local computer store I had not even gotten back home when he called and said the problem was the *** and that the digital hard drive was also dead he replaced both of those cost me ****** had the unit back in less than two hours it is running perfectly now .But i now have a dead *** and hard drive sitting at the house . Last message I got from them was to do a memory dump I informed them that the Hard drive and *** were replaced so it would be useless to do that . I need them to replace the bad parts I have here cannot get a rma from them . tired f the lousy zen desk that evidently doesn't read the email you have sent them and could have taken care of the problem to begin with without the run around.

  Business Response

  Date: 01/30/2024

  Hi *****,
  
  We sincerely apologize for the terrible experience you have faced with your recent NZXT purchase and support process. The delays in response time and lack of resolution are completely unacceptable. You have every right to be frustrated.
  
  After thoroughly reviewing your support ticket, I agree we failed to address the issues in a timely or helpful manner. Once we understood the *** and storage drive failed, we should have immediately assisted with the *** return process. There is no excuse for the delays on our end.
  
  To make things right, it appears we have initiated the *** process on our end to replace the failed *** and drive free of charge. You should have received prepaid shipping labels along with instructions on safely packing and sending back the defective parts. Once we receive them, brand new replacements will be shipped your way.
  
  Again, I sincerely apologize for the terrible support experience. We are revising our customer service training to prevent this happening to other customers. Please let me know if you encounter any other issues or have additional concerns with the *** process.
  
  Best regards,
  NZXT

  Customer Answer

  Date: 01/30/2024

   
  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:01/24/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 placed an order ****** on 1/1/23 New years day and it showed delivered despite two "failed deliveries" on 1/13/23, but I never recieved my order even though it says it was allegedly signed for. After the two failed deliveries I contacted ***** and notified them to return the package to the sender, because I was unable to directly sign for the package and I was unable to pick it up due to my crazy schedule after the new year. they claimed they would return it if I was not home because they cannot release a package without signature and obviously if I notify them ahead of time that I wouldn't be home, there was going to be no signature. I reached out to NZXT, and which they filed the claim, but so much time has passed and it is increasingly frustrating as I needed this order. and there doesn't seem like there's going to be a solution anytime soon. At this point I would just like my money back and to be done with this hassle, this is how I predicted my new year, and would just like to be done with this overall. I even have video proof from that day of no driver delivering a package and I can guarantee that the signature they have allegedly gotten does not match my signature. Again, I would just like my money back and to move on with this.

  Business Response

  Date: 01/25/2024

  Hi *******,
  
  We sincerely apologize for the frustration and lack of resolution you have experienced since your order went missing after *****'s failed delivery attempts and signature release errors. You have every right to feel dismissed waiting excessive time just to get an initial claim submitted, much less official lost package confirmation to process your warranted refund. We should have shown far greater urgency addressing this issue.
  
  Please know our support team has prioritized escalating your claim with all involved parties, though the process can unfortunately take up to 30 days depending on claim approval. You deserve a more accountable, transparent pathway toward reimbursement or replacement. We take full responsibility for the delays assisting you and aim to rebuild trust through consistent communication from here on. While we know hopes of quick order receipt have passed, our goal remains getting complete resolution on this order however best meets your needs.

  Thank you again for your patience as we urgently pursue next steps.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21193462
  
  I am rejecting this response because:

  Hello,

  I am rejecting this response because NZXT acknowledges the issue at hand and the frustration of myself as the customer but yet I havent heard any kind of communication from them and I'm still waiting for a resolution. As I said, in the original complaint, all I want is my money back at this point and i want to be done with this hassle.

  Thank You

• Initial Complaint

  Date:01/17/2024

  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.

  Date of transaction was Oct 26th 2023, I purchased computer for $4696.71 The *** was supposed to be a i9 *****k and they installed a i9-*****KF, I was told to send the computer back so the part could be replaced and then received a invoice for a additional $1770.83 because parts of the computer were damaged on delivery back to them. None of this should of happened to begin with if what I paid for was installed to begin with.

  Business Response

  Date: 01/29/2024

  Hi *****,
  
  We sincerely apologize for the extremely poor experience you have had with your recent NZXT purchase. You are absolutely justified in your frustration and disappointment with us.
  
  When you placed your order for an i9-14900K CPU, we made a mistake by installing an i9-14900KF instead. This was completely unacceptable, and we take full responsibility for this error. You should have received exactly what you paid for originally.
  
  When we approved the *** request for the incorrect CPU, our agents advised about proper packaging procedures to prevent damage in transit. Unfortunately the system was not packed with the original or replacement packaging materials we could have provided. As a result, there was physical damage to the case, motherboard, CPU, and GPU when we received it.
  
  I can confirm based on the repair notes that your computer has now been fully fixed with the proper i9-14900K CPU installed, as well as replacement parts needed due to physical damage. It was benchmarked and stress tested with no further issues found.
  
  We have implemented new quality control and customer service measures internally to help prevent something like this happening again. Please let me know if you have any other questions or concerns.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:01/16/2024

  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 reason to believe that my pc repairs have been deliberately sabotaged causing me to ship out an expensive PC to them over and over 4 times with little reasoning why this is happening and sometimes degrading and for the most part abysmal customer service.

  Business Response

  Date: 01/26/2024

  Hi *****,
  
  We are devastated you felt targeted amidst computer repair frustrations. Please know our RMA staff operate fully unbiased, replacing defective parts with equivalent new components covered under warranty. Sabotage claims cut deeply against our ethos of compassion and good faith. While no blame excuses your repeat issues, understand no outcome ever intentionally inflicted.
  
  We invest ***************** investigating your case specifics to resolve problems for good. Our entire leadership overstands this commitment to rebuilding trust through reliability and understanding.
  
  We have located your ticket and have escalated to our internal management teams.
  
  Sincerely,
  NZXT