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:11/28/2023

  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.

  My PC I ordered was supposed to be delivered on 11/21/2023 however Fed Ex has not updated the tracking information and it seems the package is lost. NZXT is saying I need to wait for the claim to be filed and can take ***** business days. That is simply unacceptable, especially when I paid for 2 day shipping. That is not right for me to have to wait for my product that long. Simple unacceptable. They refuse to send me a replacement

  Business Response

  Date: 11/29/2023

  Hi ****,
  
  We deeply apologize for the delayed delivery of your PC and understand your frustration. As soon as our team was notified about the tracking stall, we submitted a claim to urgently locate your package or trigger a replacement order if needed. Our agents will be closely monitoring this case and providing frequent status updates through your ticket.
  
  While ***** requires we allow some time for their process, please know we are pushing as fast as possible behind the scenes and have requested that our internal shipping team escalate this claim. Should your original order get delivered, even if late, we will absolutely honor a full refund on shipping costs. Our team is readily available through your support ticket if any questions come up. We aim to make this right. Thank you for your patience and we will continue to try our best to keep you updated.
  

  Sincerely,
  NZXT Support

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20929784
  
  I am rejecting this response because:

  I did not choose ***** as the carrier and I expected the product last week and still have no product.  How is that acceptable?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/30/2023

  Hi ****,
  
  Thanks for your patience, we completely understand your frustration with this situation and agree our reliance on *****s delivery timeframe falling drastically short of expectations is unacceptable. As the shipper, the onus is ultimately on us to get your new PC safely into your hands - the carrier we chose failed at that mission so far.
  
  Please know we have initiated a rebuild of your full system configuration, with upgraded overnight shipping at no charge to get it delivered as fast as possible. You deserve the quick fulfillment you paid for. This redo will have our best team oversight on quality control and packaging protection specifically due to your lost order.

  We sincerely apologize that our confidence in ***** led to this shipping dilemma and delayed receipt of your computer. Thank you for your patience - a replacement will be on the way as soon as our builders complete it. Please let us know if any other questions come ** in the meantime. We are committed to making this right.

  Best regards,
  NZXT

• Initial Complaint

  Date:11/07/2023

  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 purchased a pre-built gaming computer from Nzxt on march 10, 2023 for $2129.14 and the company claims to have a full 2 year warranty on all parts and labor. Once my computer actually arrived it worked perfectly for 2 weeks and turned off ******* a storm and wouldnt come back on. So I attempted to contact the company just to be told we do not cover acts of god. *** called time and time again just to be told they wont do anything. Ive taken the computer to two repair shops and both places have told me it was faulty parts from the beginning and too contact the BBB, and get with my card company to get a refund for a faulty product. Ive tried calling and calling nzxt but they have made it clear that i will not be receiving any help or replacement through the warranty or through the company. I understand and do not mind that i have to fix it myself now but i want fair compensation and would like some sort of repercussion to fall on this company. I am willing to file an actual court case but I will wait to hear from the BBB before pursuing legal action.

  Business Response

  Date: 11/08/2023

  Hi ****,
  
  Thank you so much for your continued patience, we want to start by sincerely apologizing for the experience you have had with your recent NZXT purchase. We should have handled this situation better from the start.
  
  Our product warranty covers defects in materials and workmanship, and it appears there may have been underlying issues with the ** rather than damage solely from an act of nature. 
  
  We made a mistake in not promptly troubleshooting and replacing any faulty components under warranty when you first contacted us. Thank you for bringing this to our attention and giving us the opportunity to make things right.
  
  We've located your ticket and will be helping you through this. Please proceed with the *** process and we will cover all repair or replacement costs under warranty, as we should have done initially. We ask that you please read the *** instructions thoroughly, especially packaging instructions, as improper packaging may lead to damage during shipping which would not be covered under our warranty.
  
  We also apologize for the frustrating process of getting a resolution and appreciate your patience as we aim to greatly improve our customer service. Your experience is invaluable feedback that will help us enhance our policies, communication, and support moving forward. Thank you again and please let us know if any other issues arise.
  
  Best regards,
  NZXT
  
  

  Customer Answer

  Date: 11/08/2023

   
  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:09/15/2023

  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.

  Purchased on 7/20/2023, Order # ******, 2 months later and still the computer does not work.After extensive research on various gaming PC vendors, I ultimately opted for NZXT due to their appealing website and apparent expertise in the field. However, this decision proved to be a regrettable one. Despite paying $1800 and patiently awaiting the system's arrival for two weeks (in contrast to the advertised 5 business days), I encountered issues from the outset.My attempts to address these problems by submitting multiple support tickets went unanswered. Frustrated by the lack of communication, I decided to seek local assistance, incurring an additional cost of $100. It was during this assessment that I discovered the *** installed in the system was faulty and non-functional, rendering the computer unusable.After yet another ticket submission, I received a response a week and a half later, acknowledging the *** issue. To my dismay, I was informed that a replacement would only be sent once I returned the defective ***. Consequently, I had to purchase new *** from elsewhere, incurring an additional expense of $200 just to make the computer operational.My numerous attempts to contact NZXT's customer support team over the phone yielded no results. It became increasingly apparent that the company was indifferent to the fact that I had invested over $1800 only to be left with a non-functional device.Finally, after a two-month ordeal, NZXT agreed to send a replacement *** module. However, they remained resolute in their refusal to reimburse me for the time and money wasted on fixing their poorly constructed system without their assistance. Frustrated by this lack of accountability, I had no choice but to initiate a chargeback.This experience has left me with the impression that NZXT provided a hastily assembled and inadequately tested system. Their indifference to my predicament, coupled with the prolonged resolution process, has been immensely disappointing.

  Business Response

  Date: 09/21/2023

  Hi ****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the difficulties you have experienced with your recent NZXT purchase.
  
  At NZXT, our top priority is providing customers with high-quality products and responsive support. We were disappointed to learn that your experience fell short of our standards and truly regret the frustration this has caused.
  
  Upon reviewing your case, I understand there was an issue with the *** sticks installed in your system. Our support agent acknowledged your report that a local technician diagnosed one of the modules as defective. We sincerely apologize for the delay in replacing the *** under our warranty policy at that time. There seems to have been a miscommunication about sending back both sticks for the warranty replacement, but our team agreed to make an exception given the ongoing issues. However, we recognize that by that point you had already purchased replacement *** separately.
  
  Please know that our intention was always to make things right. We aim to promptly address any product defects under our two-year warranty at no additional cost to the customer. The multiple delays you faced are unacceptable, and we will use this as an opportunity to improve our support process.
  
  Regarding reimbursement, I regret that we cannot offer a refund for the *** you purchased separately, as our warranty terms do not allow compensation for components installed by the customer. All repairs or exchanges must be processed and completed by our RMA technicians.
  
  I understand this experience has damaged your trust in NZXT. Our team is here to rebuild that relationship and ensure you are fully satisfied with your system. Going forward, please feel free to contact us directly should you encounter any other issues or have feedback for how we can improve. We are committed to making things right and appreciate you giving us this chance.
  
  Best regards,
  NZXT
  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20611787
  
  I am rejecting this response because: First and foremost, I purchased a computer from your company for the substantial amount of $1800. This purchase was not only a significant financial investment but also an eagerly awaited one. Unfortunately, my excitement quickly turned into disappointment when I encountered severe issues with the product.
  Despite multiple attempts to communicate my concerns to your staff, I found myself in a situation where I was left without a functioning computer for an extended period. One of the main issues I faced was related to faulty ***. The first stick of *** was defective, and while it could have been promptly replaced, this was not done. Instead, there was an insistence on providing a second stick of ***, which ultimately did not resolve the problem. Consequently, the computer I purchased became completely inoperable.
  Both of the defective *** sticks have been returned to your company. However, since my computer was not a standard off-the-shelf purchase but rather a custom-built system, I was charged for the two *** sticks that were sent back. To make my computer functional, I had to resort to purchasing replacement *** sticks from an external source.
  At this point, I believe it is only fair for your company to consider refunding the cost of the *** sticks that were returned. I am not requesting a refund for the replacement *** I had to purchase elsewhere. My primary concern is to address the fact that I was left with a non-functional computer due to what I perceive as inadequate assembly and customer support.
  This experience has raised concerns about your company's policies and practices, which appear to prioritize neither the quality of the products nor the satisfaction of the consumer. Selling high-value computers that do not work as expected and expecting customers to endure weeks of inconvenience is not a customer-centric approach.
  I urge you to reconsider your policies and prioritize the well-being and satisfaction of your customers. Additionally, I intend to share my experience on social media to ensure that potential buyers are aware of the challenges they may encounter when dealing with your company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2023

  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 purchased a computer case, an H1 v2 and the *** wouldn't run. The "All In One" cooler is a detrimental part for the ** to run. I contacted customer service and was told I had to mail the unit back and it would take up to 3 weeks to have one sent back. I offered to purchase the unit (because you can't purchase this specific ***, customer services basically is a fence between you ant the specific ***-the only way to get it is in the case) and get refunded when my unit arrives. Apparently his has been common practice but when I asked multiple times if there was any way to expedite this there was no solution. Great, I sent my unit back immediately and I purchase a new one.Over a week goes by and I received the *** with no 140mm fan on the radiator after I was assured it would be. More phone calls, we'll send one immediately. Days go by--nothing. I call back, oh--it was jammed up in the system we're sending it today. It gets sent the next day. Another week goes by and the fan finally arrives. From looking at the original *** there seems to be a bracket that goes over the fan and it attaches to the radiator. This fan didn't include the bracket, it didn't even include screws.I am now being told that the part has been discontinued, yet you can purchase the cast for $400 on their website. I can only assume that the employees are not at all familiar with their products (despite asking me to waste time sending pictures and videos of a system shut down because the *** gets too hot because the *** wasn't functioning, risking my $400 *** getting fried) or that they're just either completely negligent, likely both. I've asked multiple times to have the parts from the original *** shipped back so I could just use them and they keep telling me that it's "being processed".I would just like to have my money back for my *** and to get the $10 bracket and screws shipped to me--it's been nearly a month at this point, over a piece of plastic, this is 2023 it's not the dark ages.

  Business Response

  Date: 09/12/2023

  Hi ****,
  
  Thank you for your continued patience, we are very sorry about the difficulties you faced with your part replacement.
  
  At this time, our team has investigated your inquiry and will be trying our best to make this right by sourcing the part you need for your original replacement.
  
  You should receive tracking information very soon with this information, and if you had any additional questions please let us know.
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:08/23/2023

  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.

  PC did not work upon arrival, Company was called, they asked us to do several things to computer which were done, still did not work. They asked us to open it up and I declined as I didn't want them to say the warranty was voided. We requested to send it back, it was shipped in the original inside box, with the white styrofoam around it and the grey foam on top of it. It was taped throughly and taken back to the *** store per there request. They sent an email stating the computer was damaged inside. I have no way of knowing since we never opened up the computer, that could have been the problem from the beginning. They refuse to fix or replace as they say it wasn't sent back in the original package, which it was except the outside box as it was torn. They are stating that I need to pay **** to have it fix. It did no work on arrival and there only thing is because it wasn't shipped in the original box they won't fix or replace it. It was a ******* computer that we expected to work when it got to our house, not have to jump through hoops to have it fixed.

  Business Response

  Date: 09/05/2023

  Hi ******,

  Thank you for your patience, we really appreciate it.
  
  After investigating, it appears the system was sent back to ** with improper packaging, including a missing inner instapak foam and outer box, which is required to keep the system safe when shipping as outlined in the *** agreement and packaging instructions:
  ***********************************************************************
  
  Unfortunately, because of this improper packaging, there was substantial damage to the system and our *** team was unable to process any *** for repairs. Our *** team tried their best to clear out any broken glass, repackaged the system, and sent it back.
  
  Your system appears to have been shipped back to you with the following tracking information:
  *****************************************************************************************
  
  Please let us know if you had any additional questions or concerns.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20508660
  
  I am rejecting this response because:As stated outside box was damaged, we called immediately and were given suggestions to fix it, which i was hesitant to do as it was promised as a plug and play **, the ** was shipped back in the inside box with all the white packing foam and the grey softer foam around it and taped very carefully, it was taken to the *** return and sent back. I would have assumed for ******* if it had been packed properly the first time it would have worked when it got here. It did not and we did not want to play with it and void the warranty. Again is was shipped back with the white hard foam and the grey soft foam all around it. I find this reasoning to just be a reason not to fix something that should have worked to begin with.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/06/2023

  Hi ******,
  
  Upon careful review of your ticket and images of how the system was returned, it appears the original packaging materials were not fully utilized which caused severe impact damage to the case, internal components, and front and right glass panels. As stated in our RMA guidelines, all original packaging is required to prevent damage during transit. This includes the outer brown shipping box, inner cardboard box, foam inserts, and inner expanding instapak foam.
  
  While we understand your hesitation to repackage the unit yourself, our customer service team is always available to assist with proper reboxing and packaging. Had we been alerted that new materials were needed, we would have happily provided them to you free of charge.
  
  Please know it was never our intention to invalidate your warranty or avoid addressing any issues. We aim to resolve every customer query with understanding and care.
  
  Kind regards,
  NZXT
  
  

• Initial Complaint

  Date:08/17/2023

  Type:Billing 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 this tower with the promotion that came with it but since they are not honoring the promotion I would like to return the tower and get my refund back.

  Business Response

  Date: 08/17/2023

  Hi *****,
  
  Thank you for your patience, we apologize for any inconveniences you've experienced.
  
  Unfortunately, these Diablo 4 codes were limited in availability and were only included with the purchase of an applicable system while supplies last after the promotion started on May 9th. 
  
  We do apologize that you were unable to receive a code, but we would not be able to provide a return for refund as the 14 day return for refund period has already passed.
  
  Please let us know if you had any additional questions or concerns.
  
  Kind regards,
  NZXT
  
  

• Initial Complaint

  Date:07/31/2023

  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.

  Bought a **** dollar **, *** breaks, sent it to them for a repair, get it back, *** gets hotter than the the last, asked them, it was "normal" the clip for the rail is missing, *** breaks, again, sent it back also asking for a new motherboard and ***, they said they replaced it, comes back dented "in shipping" when the ** was completely surrounded in foam, the rail that holds the *** is still broken, and isn't in the original packing, they won't let us get a refund and we need to send it back again. This all happened since this December 2022.

  Business Response

  Date: 08/07/2023

  Hi ********,
  
  Thank you so much for your continued patience, we are so sorry to hear about the issues you've experienced with your **.
  
  We will try our best to take care of your situation and hopefully turn this poor experience around for you.
  
  At this time, it looks like we are awaiting your system to receive and complete any required repairs or exchanges. Our team will try their best to make these happen as soon as possible and get the ** sent back in optimal performing condition.
  
  We appreciate you a lot and will update you with more information as it comes in.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 08/08/2023

   
  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:06/30/2023

  Type:Order 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.

  Date of purchase: 9/18/2022 Order number: ****** Order total: $1162.99 Product: exclusive H710 PC Ticket number: ******* Problem: PC started to have issue with crashing a few months in, I put in a support ticket in April of 2023. After doing some troubleshooting for the company they determined it was a bad GPU (PC component) so they issued an RMA. I sent the component into the company, they sent a new component out supposedly. I never received the component so I let the support personnel know, they put in a claim with the shipping company. Shipping company issued the claim. NZXT support said they would send a new card out overnight, still have not received a shipping confirmation or status update.

  Business Response

  Date: 06/30/2023

  Hi ****,
  
  Thank you for your patience with us, we are very sorry to see that this happened and will try our best to make this right for you.
  
  At this time, we have reached out to the appropriate teams to make sure this GPU is overnighted to you as soon as possible.
  
  When this tracking information is available, our agents will make sure to get that sent to you.
  
  We appreciate your continued patience through everything.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20258234
  
  I am rejecting this response because:

  This was what the agent on the support ticket said two or three weeks ago. 
  
  Sincerely,
  
  Tien

• Initial Complaint

  Date:06/27/2023

  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'm very disappointed in NZXT's support. Ticket #******* The pump on my liquid cooler gave out and my CPU was thermal throttling. I put another NZXT liquid cooler on and everything was fine, switched back to the original and boom back to 100C and blue screens. I requested an advanced replacement and shipped the defective product back in the original packaging. It has now been two months since the delivery confirmation of the defective pump. $184.99 was charged to my account on April *********. This money has never been refunded. In multiple attempts to contact NZXT Support, I've only been able to reach them by phone once. The woman told me that the product took too long to ship back and that I will not be receiving a refund for the authorized amount. Important dates and events:Ticket Opened: 04/06/23 Account Charged: 04/13/23 Replacement Product Received: 04/24/23 Defective Unit Shipped Out: 05/05/23 Proof of Delivery Obtained: 05/10/23 (** to CA)I understand that I did take my sweet time getting the new one installed, but life happens and things take time. I honored my side of the agreement and returned the defective product. I'm simply asking NZXT to uphold their part. Thank you for taking the time to consider this statement.

  Business Response

  Date: 06/27/2023

  Hi ******,
  
  Thank you for your tremendous patience, we really appreciate it.
  
  We've investigated the ticket number provided and have contacted our accounting team to help with that refund of the advanced RMA.
  
  Very sorry to see this delay occur, we will make sure to take care of this as soon as possible so you can get your advanced RMA deposit back!
  
  Please let us know if you had any additional questions, comments, or concerns and have a great week!
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:05/26/2023

  Type:Product 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.

  Date of Transaction: April 12 Amount of money paid to the business: $3,782.77 Business committed to provide me with a new system the cost would be ******** + Taxes.Made multiple attempts to talk to NZXT support through phones call, emails, web chats about returning product because of a defect upon arrival. They made me troubleshoot and diagnose for them, which I did. No resolution was made as to return the product for service or replacement early on and was later accused of damaging the product due to bad packaging. Their own representative told me before I had shipped out the product that the *** was bad and needed to be replaced, potentially also the motherboard. After I sent the product, they said that the glass of the case broke and caused damage to *** (a PC component) , and motherboard. I asked to run a diagnostic to see if said items were in fact damaged and could no longer operate, but they just told me that it was physically damaged. They havent tried to resolve the problem, gave me the run-around, never explicitly stated return and warranty policies in a way to properly inform the customers, and forced me to go beyond the 30-day period of return. Now, I am forced to pay full-price for incomplete product and damaged product, I should not be forced to pay for an originally non-functioning product. Its unfair they are blaming the bad components on me due to bad packaging. Tried to contact *** but they said I cannot file a claim because I did not make the shipping label. I want either: 1) my full amount of money back, 2) a fully repaired and fully-functioning product as advertised by NZXT with the same specifications of components through the same product originally bought, or 3) a completely new product with "exactly equal or greater components" as per their policy. Order #******/1ZA143509005871732

  Business Response

  Date: 05/26/2023

  Hi *******,
  
  Thank you for your patience, we are sorry to see that this has happened to you.
  
  Unfortunately, it does appear that the system was shipped to ** without the correct packaging materials as stated in the *** agreement provided ***************************************************************************************************** , and did not include proper instapak foam to protect the components during shipment. This resulted in physical damage to the case, GPU, and motherboard. Due to the glass panel also shattering because of improper packaging, the system will need to be scrapped.
  
  At this time, it does appear that our team is trying to find you a similar alternative replacement to your system within our refurbished catalogue to lower any cost associated to the damage caused by the improper packaging of the system.
  
  Our agents are awaiting confirmation of this within the original ticket, and once confirmed we will proceed with shipping the system.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20102752
  
  I am rejecting this response because: I am wanting to repair the ** that as stated by "Ren" are "new case, motherboard, and GPU." 

  NZXT H7 FlowBlack 1 $129.99

  MSI Pro X670-P WIFI DDR5BM-X670PWF-MS0 1 $299.99

  Nvidia GeForce RTX 4080BG-4080000-ND0 1 $1,264.99

  I will pay the total for these parts as these are the parts that are stated by the *** team to have been damaged. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/30/2023

  Hi ******,
  
  Thanks for your patience with everything. Unfortunately, a refund is not an option as our RMA team will be fully disposing of the parts for the safety of our employees. However, we would like to offer you two alternative options to choose from:
  
  You have the opportunity to purchase a new ** with the same specifications at a discounted price. This will ensure you can still acquire a replacement system that meets your needs.
   
  Alternatively, you can choose to return the ** in its current condition. Our team will be happy to assist you with the return process.
   
  We understand that these options may not meet your initial expectation, but due to the circumstances, they are the available solutions at this time. Please let us know your preferred choice so that we can proceed accordingly.

  Kind regards,
  NZXT

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20102752
  
  I am rejecting this response because:
  I bought and paid for those parts and they are throwing them away. Not giving me a full diagnostics ,do those parts still work? What about the other parts? Why are they throwing it away if it still functions and I paid for it? I asked for a full diagnostic with images of those same parts, with videos, photos and images to verify that its the same part. They are not willing to give me verification of the parts that are damaged and checking the other parts. Why must the whole thing be scrapped if the other parts are not a component of the whole computer.? This doesnt make any sense. Also, they are insured for the damaged parts, so they arent the ones losing money because they have insurance, I  was told I had warranty on the parts too! I paid for this with my hard earned money! They are stealing my money! Thieves! Sinners! God shall condemn them! 
  Sincerely,
  
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