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:12/31/2023

  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.

  Date of transaction: 12/12/23 Order# ****** Amount$1390.17 Gaming PC Order placed and unable to get any status- I have emailed, called, texted on the chat, emailed CEO ******************************** I downloaded the app SHOP as suggested for a status and all I see is the order receipt. I would like the company to acknowledge my order and give me an update verifying the order will come. I would also like to get the shipping changed to air vs ground for quicker receipt but again can not reach the company. Please verify this company is valid and my purchase is not fraudulent.

  Business Response

  Date: 01/02/2024

  Hi *******,
  
  We deeply apologize for the inability to connect with our support team to receive updates on order #****** placed on 12/12 for your new gaming desktop. Not having visibility into your $1390 purchase or timeline after weeks of outreach attempts is completely unacceptable. You have every right to question order validity and deserve immediate clarification.
  
  Please know despite severe communication breakdowns, we show your payment was processed successfully and corresponding custom build is scheduled for on time completion on 1/4/24 based on current 22 business day lead times. Once finished and shipped, you will receive email confirmation with tracking number from the carrier.
  
  Our entire company is working urgently to increase staffing, improve order status accessibility online, and require expedited issue escalation to prevent lack of response like you faced. Please accept our apologies - situations like yours drive home the acute need for transformational improvements in service and communication. Moving forward, my office is formally overseeing these changes to rebuild lost trust and deliver the experience you deserve. Please let us know if any other needs arise in the meantime.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 21079624
  
  I am rejecting this response because:
  I would like the opportunity to increase shipping speed to get the ** quicker, overnight or 2 day please.  Also, you should know that my 14 year old son did not receive a gift on Christmas because you did not initially provide details on your web site for how long it would take to build the machine to begin with.  I appreciate your efforts to grow your company and hire more staff, but you must be honest and provide details to your customers.  I have not received any confirmation the ** is ready, which should have been a few days ago.  Please provide a definitive and clear date I can expect this item to ship. 

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

  Business Response

  Date: 01/25/2024

  Hi *******,
  
  We deeply apologize for the delays receiving your 12/12 custom PC order (#******) and lack of build status visibility provided through 1/4 when estimated completion passed. While order confirmations and our website advertise 22 business day timeframes for the holidays, we take full responsibility for ineffective customer communication when targets shifted.
  
  Please know your system has since completed production and shipped on 1/7/24 and shows delivery on 1/13/24, with ***** delivery confirmation here: *****************************************************************************************
  
  We offer our sincerest apologies that our own lack of production transparency resulted in no gift for your son on Christmas after preventing informed alternative planning. Lapses like that are completely unacceptable. Please let us know if any other questions arise. We aim to rebuild trust through improved order visibility and communication standards moving forward after severely letting your family down
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:12/21/2023

  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.

  On 11/27/2023, I visited NZXT's site and chose a gaming ** build with an additional add-on. At the time on the site it was advertised that build time was **** days and shipping was 3-6 days. As this was a Christmas present for my child and I was nearly a month out from Christmas I thought this was a good amount of time. As soon as I purchased the ** I received a confirmation of purchase email from NZXT stating my shipping day would be 12/19/2023. I was not happy about this but felt I could understand that in the grand scheme it made sense they would need to update their inventory, order additional inventory to make future builds. So I waited. On 12/15/2023, I sent my first request to their automated system trying to find out what was going on because my order was still in a "confirmed" status. This was the same status it had been in since I ordered it. Their automated system is not user friendly and my request was never answered as I stated that the processing time they were giving me was longer than the build time advertised at the time I ordered. I then put in another request on the 19th and 20th. Which have also went unanswered. Although I did notice that they had changed their site to state build times were ***** days. Again today I was on the site still trying to get some sort of answer and I cannot get a response. Their site now says build times are ***************************** a confirmed status. There is no chance I will get this present for my child before Christmas. I want a COMPLETE refund of my $875.50 as they have never responded and given no indication that my order went any farther than being "confirmed". It has never been "in process, being fulfilled, in progress" or any other status. I also tried calling twice and spent a ridiculous amount of time on hold without ever speaking to anyone.

  Business Response

  Date: 01/02/2024

  Hi ****,
  
  We deeply apologize for the severe delays receiving your child's holiday gift PC order and the lack of build status visibility or support response to your multiple outreach attempts. Failing to meet original estimated timelines then repeatedly ignoring inquiries while pushing back completion dates further is completely unacceptable. You have every reason to feel frustrated and misled.
  
  Please know our supervisory team was able to locate your ticket and make contacting you a urgent priority. While that comes too little too late already missing Christmas, we take full accountability for effectively taking your money with zero order updates or communication. Flaws in our inventory planning, production capacity transparency and customer support demand acute action so no other family faces this transmit experience.
  
  We offer both personal and professional regret that we failed your trust and are committed to immediate reform so future orders consistently meet stated timelines and support needs. We know the disappointment cannot be undone but hope allowing us one more chance down the road would show meaningful improvement.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:12/21/2023

  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 November 27, 2023, I placed an order with the advertisement of the ** being built within 10 days and being shipped no later than Dec 19. Other than the day that I placed the order, I have not received any other correspondence from the company. On December 20, I tried to check the status online with no luck. It took me forever to get a "person" on the online chat where I gave the order number. The person told me that it wasn't shipped yet and was scheduled to go December 27. I was disappointed to learn an intended Christmas gift would be late but more frustrating was that I had never gotten a status update. The online agent named *** told me that they sent an email. I had already checked my email plus spam folder and there was no such email. I proceeded to ask him how I could track the order and he said to log in. I attempted that with the log in info had set up Nov 27 when I ordered and kept getting an error message that my info was wrong. I reset my password 3 times and finally got logged in. When I checked there was NO order history on file. When I questioned this I got no answer and the chat ended abruptly. I decided to call customer service and never got anyone. After 20 mins I chose to have them call me back on my number when it was my turn in line. NEVER got a callback and I have been on hold for someone to pick up for over 1.5 hours. At this point I think I've gotta taken for almost $1500. I want my money back and they can keep their product that can't seem to be found or make its way to me.

  Business Response

  Date: 12/21/2023

  Hi ******,
  
  We deeply apologize for the severe delays receiving updates on your order status, nonexistent email updates, login issues accessing your account history online, long wait times to speak to an agent, and lack of callbacks. This is a complete and utter failure in communication and customer service when you placed an order well in advance of an important gift giving holiday. We made mistakes at every avenue that you rightly expected basic updates and support.
  
  Our team was able to locate your ticket and submit a cancellation request immediately per your request. While we know that comes too little too late at this point, please know we take full accountability for the breakdown on our end leading to zero visibility into your $1500 order. Each individual issue you faced makes sense why you felt this was a potential scam - it points to holes in our systems and training that demand overhaul so no other customer ever faces this. You deserve better at every touchpoint; for that we are sincerely sorry. Please let us know if any other needs come up while processing your warranted refund.
  
  Sincerely,
  NZXT ****************

• Initial Complaint

  Date:12/20/2023

  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.

  I placed an order on 11,27,23 with an expected delivery date within one to two weeks which changed to 12-19-23, which changed to 12-27-23. **************** has told me " managers do not have time for me" and they can email you when they find free time. **************** has not cared about my nearly 2000$ purchases and moth advance order. I keep getting a run around with different answers and I'm unable to cancel my order and be refunded and get a Christmas present for my dying relative. I have been reaching out insanely but they never answer the phone and if they do it's rude and careless to the sense of accountability they should have to be promoting such a service. They don't care and robbed me of a month of my time and thousands of dollars with no care.I just want my order it's to late to order from somewhere else

  Business Response

  Date: 12/21/2023

  Hi *******,
  
  We deeply apologize for the delay receiving your custom PC order and the poor customer service interactions you have experienced requesting updates. Missing Christmas delivery expectations for a dying loved one is heartbreaking; you deserve far more urgency and empathy from us to make this right.
  
  This severe breakdown exposing lapses in our order visibility, fulfillment speed at peak demand, and staff training requires immediate action. Please know we have located your ticket and will be doing absolutely everything within our power to still make good on Christmas delivery as originally estimated. Our team is on standby to provide real-time status updates going forward.
  
  While it comes too late, our entire company offers both our personal and professional regrets for dropping the ball and not properly supporting you. We aim to immediately prove through actions and delivery that your business matters profoundly. You have our commitment, with leadership oversight, that we will resolve this with the care and accountability it demands.
  
  Please let us know if any other needs arise in the meantime.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:12/18/2023

  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.

  My husband and I placed an order on 11/27 for a Player One gaming computer, order #******. As of todays date the computer has not shipped based on my order status that still says confirmed. I was on hold for over an hour with customer support which never answered the phone. I submitted an email/online support ticket and the only response I received was to check my order status which as mentioned has not changed from confirmed since ordering on 11/27. This order was a Christmas gift for my son and I can not get an answer as to where my order is or even the status. The customer service is horrible and now I am left with no gift for my son, and this was his only gift. I have asked for a status update with no response.

  Business Response

  Date: 12/19/2023

  Hi *******,
  
  We deeply apologize for the delay receiving an update on your Player One order for your son this holiday. You are right to be incredibly frustrated by lack of shipping status visibility or customer support response after placing this custom PC order well in advance of Christmas. Please know we are actively investigating and improving where the breakdown occurred getting your system built and shipped out per the original estimated timeframe stated during purchase.

  If there are any delays compared to the ship date provided in your confirmation email of 12/18/23, we commit to full transparency on the reasons why along with doing everything possible to still deliver this gift on time. Our support team is also readily available to provide real-time updates going forward. This is completely our mistake and we aim to immediately improve order communication and fulfillment - especially for holiday joy depending on NZXT. Please accept our sincere apologies for the poor handling and delays so far.
  
  Please keep an eye out for your tracking information email as this should be sent when your system leaves our warehouse.
  
  Sincerely,
  NZXT Support

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21027207
  
  I am rejecting this response because: There is no resolution. I was able to speak to support this morning around 7am PST and was told they would see if it could be expedited since it has still not shipped and they would get back to me. I have still heard nothing and have no gift for my son or any idea of when it may be received. I asked if cancelling was an option so that I could go elsewhere to purchase the ** and was told it would cost me money to do so. I am still waiting for a resolution.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/05/2023

  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 bought one of their coolers for a PC to CPU Cooler I've had to return it twice so far this time I'm not getting any answers back from them I feel like I'm being ignored the product that they're selling is obviously not good if I had to send it back twice so far. customer service is terrible I've tried calling them and speaking with someone and getting nowhere I've sent emails and got nowhere. They won't refund my money seeing that I didn't buy it directly from them I got it off of Amazon and I'm already past the time on Amazon but this is getting kind of ridiculous that I have to keep sending it back it's taking up a lot of my time and work

  Business Response

  Date: 12/06/2023

  Hi *****,
  
  We sincerely apologize for the difficulties you have faced with multiple issues and returns on your NZXT cooler purchased via Amazon. Your frustration over lack of responses and resolution is completely justified.

  We are reaching out to our order management team immediately to get a status update on the replacement process and determine why communication has broken down. Please know we stand behind our products fully and want to make this right. Our goal is to ship out a functional replacement cooler without any further delays or runaround.

  Thank you for your patience throughout this unacceptable process - we greatly appreciate you giving us yet another chance to meet expectations. Rest assured we are working to improve product reliability and responsive support moving forward based on cases like yours. We will follow up as soon as available updates come in from our service team overseeing your case.
  
  Sincerely,
  NZXT Support
  

  
  

  Customer Answer

  Date: 12/06/2023

   
  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: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