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:05/01/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 28 April 2023, my Discover credit card was billed for $32.26. In speaking with a Nvidia customer service representative on 30 April 2023, I was informed that the fee was for GeForce Now subscription.6 months ago I created a Geforce Now account using a email alias ************************** Shortly after creating the account I accidentally deleted the email alias. Since then, I am unable to log into the account and turn off auto-renewal. I have contacted Nvidia **************** about the issue back in November 2022, with the understanding that the account would be closed.

• Initial Complaint

  Date:01/06/2023

  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.

  Hi, i contacted NVIDIA on 28 december regarding a problem with my rtx 4090 graphic cards. i have since been issued an RMA, which turns out to be a problem itself. i have successfully dropped my faulty graphics card to fedex using the shipping label provided by NVIDIA, however, the shipping label that they sent turns out to be invalid and cannot be located in the FEDEX system. i have provided all the neccessary information to NVIDIA (resolution from fedex, and the drop off receipt) and to this day, i have not yet seen a replacement coming my way. my work requires me to use high end graphics card such as NVIDIA, but this problem has been denying me from being to work productively because NVIDIA keeps saying "we'll notfy you" but no resolution provided. im terribly disappointed in their after sales service and as a person who continuously bought NVIDIA product, this incident made me lose faith in them
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/13) */
  ********
  
  FedEx has verified that your recollection of events is false. Please return the card and we will replace it for you.
  
  
  Consumer Response /* (3000, 7, 2023/01/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  you can check the tracking again, its updated now
  
  
  Business Response /* (4000, 9, 2023/01/23) */
  FedEx still verifies this is fraudulent and the picture you sent isn't of an NVIDIA product. Contact the manufacturer of your product if you need assistance.

• Initial Complaint

  Date:11/28/2022

  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.

  - On Monday, November 20 2022 I have contact the social media team of nVidia *********** to ask for clarifications in regards of a promotion on their app homepage. The promotions said I'd be able to get 6 months of membership for $29.99, however when following their CTA I was being redirected to a page without said promotion.
  - The Social Media team, explained to me that the offer ended on Sunday, November 20, however I could still see the offer on the screen on Tuesday, November 22. Neither a end date nor a terms apply was present on the screen, just a very tiny * (asterisk) next to the promotional pricing which didn't really link to anything.
  - When I explained that I would have liked to claim the offer due to the above reasoning, they started ignoring my messages and I haven't heard from them since.
  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/28) */
  Hello,
  
  These are limited promotions that are first come, first served. We are sorry that you weren't able to redeem before it ended. We will have more promotions in the future, please sign up to our newsletter to be notified.
  
  Regards,
  NVIDIA Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Regardless from the fact that these might be limited time promotions, none of your terms and conditions were outlined in the promo communication.
  
  An expiration date and a "terms apply" were missing from the communication and I believe these are a legal requirement or at least a good practice to follow.
  
  Additionally, ignoring a customer asking from clarification is another unprofessional behaviour that should not be overlooked.
  
  
  Business Response /* (4000, 9, 2022/11/30) */
  Thank you for your feedback on good practices, we'll pass it on for consideration in future promotions.

• Initial Complaint

  Date:11/27/2022

  Type:Customer Service 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 an HP Reverb G2 VR headset that worked flawlessly back in June of 2022. I then purchased and MSI Supreme X ****ti graphics card in August of 2022 thinking that the better graphics card would be better for my VR headset. When i tried to use the headset i received numerous error codes stating the headset was not connected. After doing some research, it was found that this is a known issue and that HP, Nvidia and ********* have yet to fix. After consulting MSI they offered a pass thru box to fix the issue but i have not received that as of this time. I did decide to purchase the pass thru box thru Amazon for $25. It worked for the most part until i learned that the pass thru box was back feeding power to my motherboard and has since shorted out along with my Corsair Vengeance PRO RGB DDR4-3600 ***. I am seeking a refund for the *** and the motherboard that was damaged by the solution that was given to me.

  Business Response

  Date: 11/28/2022

  Hello ******,
  
  Our records show that we did offer to send a pass-through box but at the time were unable to provide a shipment date, so we offered you informat8ion on the product in case you wanted to get one yourself.
  
  I can't comment on your interactions with MSI as they are a completely separate company. If you have issues with anything they told you, you will need to contact them.
  
  Regards,
  NVIDIA *************

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've spent nearly $2600 for 2 pieces of hardware that are rendered useless to me because your solution damaged my computer. There are others that I have found on internet forums that have ****ti video cards with HP Reverb G2 headsets that are unable to use them with risking damaging thier systems by back feeding power through the repeater box recommended by your company. It seems that ALL these companies I mentioned in my initial write up want to sweep this under the rug. This isn't a case of buyer's remorse either, I have a ****ti here that this VR headset works perfectly fine with. My daughter's ****ti the same. $2000 for your top of the line 30 series card. I feel taken at this point,by Nvidia, HP, ********* and MSI.

  Business Response

  Date: 12/09/2022

  
  Hello ******,
  
  Our records show that we did offer to send a pass-through box but at the time were unable to provide a shipment date, so we offered you information on the product in case you wanted to get one yourself.
  
  I can't comment on your interactions with MSI as they are a completely separate company. If you have issues with anything they told you, you will need to contact them.
  
  If you still wish us to ship you a free repeater, please update your tech support case.
  
  Regards,
  NVIDIA *************

• Initial Complaint

  Date:10/19/2022

  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 bought the highest tier *********** subscription assuming that the service would work for my computer. They did not state that they don't offer refunds on the page where you subscribe and that it is pretty much "tough luck" if it doesn't even if you didn't get to use their services.I have 12mbs internet from ******************** Company and it is not enough to run it even though it works for ********** and other streaming services. The service would not work and even though I couldn't use it they have refused to refund me or even work with me or provide me a credit.They also don't let you "cancel" they make you downgrade to free tier which worries me they will still charge me even though my account is now pending downgrade. You also must OWN the games that you run on their servers, they barely mention that until after you sign up.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Hi ****,
  
  Like all other streaming services, you can cancel *** anytime but there are no refunds for the time purchased.
  
  Regards,
  NVIDIA Customer Care

• Initial Complaint

  Date:09/23/2022

  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.

  Hello To Whom It May Concern,
  
  This is one of the problems that I am observing when it comes to personal computer purchases and quality assurance issues that stems from the lack of information and general business conduct that company that are working with NVIDIA and NVIDIA themselves are not acting in a professional manner.
  
  One of the issues I am continuous concerned about is the lack of information surrounding personal computer purchases, especially when it came to the purchasing **************** I had continuous issues with the performance of the graphics card and when trying to contact the representative company, the company had dismissed the issued because I had purchased the computer from ******, therefore, I was unable to replace the part altogether.
  
  When asking these companies about their units and their respective release dates of the units, they are not able to release details or any information that allows consumers to have a fair chance at purchasing the unit. Additionally, it has become deeply concerning that it took nearly a year to have a shot of purchasing units because the quantity of the unit is instantly taken off the market through known mean of scalping. Scalping, itself, is illegal and should be treated as such.
  
  In my profession, it is my job to conduct compliance reviews on company to ensure that each company comply with policies and procedures, and it has become imperative that these companies should be held to a higher standard because the incompetence at this kind of problem shows that there is a blatant disregard for consumer by both NVIDIA and partner companies, which do include AMD as well.
  
  If this issue is no address, I will forward the concerns to the Department of Technology in a report format, because the issues is quite frankly unacceptable.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/30) */
  Hello *******,
  
  Thank you for your feedback. Components included in a computer built by a third party are warrantied by that third party. Please contact your PC builder for replacement parts.
  
  Best regards,
  NVIDIA Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello To Whom It May Concern,
  
  This is my response to the following:
  
  "Hello *******,
  
  Thank you for your feedback. Components included in a computer built by a third party are warrantied by that third party. Please contact your PC builder for replacement parts.
  
  Best regards,
  NVIDIA Customer Care"
  
  The response received demonstrate a lack of comprehension on the subject at hand, which is to inform the consumer of available dates, to be aware of situations in which the consumer has the ability to purchase a product from the company in a fair and timely manner, and to avoid situation in which generic or auto generated responses are considered acceptable.
  
  While the answer may appear to have good intentions on the surface, the issue stems from a systematic approach of telling customers that a product will be released (usually around October), and then a long period of time passes before the consumer has a chance for the product to be available. I have seen reviews ************, many critiques online, and various sources that have this concern of bypassing the problem of addressing customer demand in which may have resulted in a fault and/or non-working part that was neither addressed appropriately by the company or show willful ignorance at the issue.
  
  I see very few cases where this kind of behavior has ever been considered acceptable when parts are costing multiple thousands of dollars to obtain only for these parts to function inadequately. This is a concern as this is a really established behavior with NVIDIA's business practices and code of conduct; I do not understand how such behavior could be considered professional.
  
  I have received nearly the same responses from third party sources, and the lack of information and timeliness regarding the upcoming product determines this response to be considered unacceptable with all things considered within the price range.
  
  Please let me know if you have any additional questions.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  
  Hello *******,
  
  You are correct, we typically do not comment on future release dates or specifications of upcoming products.
  
  Best regards,
  NVIDIA Customer Care
  
  
  Consumer Response /* (-5, 10, 2022/10/10) */
  Hello *****,
  
  I would like to add that the last few days have been severely disappointed with the lack of information, lack of timing, and all-around disorganization when it comes to the trend that seems to be plaguing the PC industry. I was literally stunned by the sheer incompetence of how the releases have been disorganized, and I do not know where to issue another complaint or just leave the current complaint I have with this particular market.
  
  I do not know how such a lucrative market could be this prone to this kind of project management disaster. I do not know how these companies could break the kinds of embargo, a legal requirement, when they are making decisions that have a direct effect on the consumer. Out of the years I have been following the PC and GPU space, I think this has to be the most disastrous launch of a new item that I have ever seen. There's no coordination, the information is scarce, and delays are inevitable.
  
  I thank you for taking the time to review my complaint, but I am stunned with disappointment to the point where I have to reevaluate my confidence in the PC market. I did not know how it could be run this badly, but I think it's time for an evaluation on the market to state and federal regulator who may hopefully have a better approach and analysis when it comes to managing these kinds of project.
  
  It is just simply disappointing.

• Initial Complaint

  Date:09/19/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** case*****************************************
  Fedex case #: *-********
  I sent my graphics card (worth $1600) to ****** for repair. I was provided an overnight shipping label, and I sent the package following all of the guidelines. Fedex consequently lost the package, confirmed by ****** via email (I have proof) and Fedex over the phone. Both companies asked me to file a claim, which i did. I called Fedex on 9/19/22 to have them tell me i would be refunded $100 due to ****** failing to provide a declaration of worth. I contacted ******, and they assured me they did provide a declaration. ****** asked me to inquire Fedex to contact them, which Fedex refused to do so. ****** also refused to contact Fedex to provide proof. After numerous attempts, ****** claims they cannot provide me OR Fedex proof of declaration of price. So me, the consumer, is out a graphics card (****** RTX 3090, MSRP of $1600) and no support from either company. I would like help with this situation and to get my money back or a replacement. I plan to file a police report tomorrow (9/20/22). Please help me get this resolved.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Hi *****, someone will contact you to see if we can work this out.
  
  
  Consumer Response /* (2000, 7, 2022/09/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am grateful the item was replaced and works as it should. However, in my honest opinion this matter could have been handled exponentially better at the front end. It should not take a BBB complaint to get this issue resolved. Thank you BBB for helping to resolve this issue. I hope ****** takes these situations into consideration and improves their customer experience and relations.

• Initial Complaint

  Date:09/18/2022

  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 was charged $108.09 by NVIDIA on July 6th, 2022 for a *********** subscription. I did not know my account was set-up for auto renewal. In addition, NVIDIA did not provide a notification that a charge was upcoming. I have searched through my email account folder for anything *********** or Nvidia and do not see any notifications. The *********** subscription allows people to play games through the ***** instead of a local machine, which is useful if you don't have a powerful enough machine to run certain games that you want to play. I purchased a new desktop computer for close to $5000 in May and no longer needed the *********** subscription. My account history shows that I have not logged into *********** or used the services since last April/May. I first realized at the beginning of September the account was still active when I saw the charge on my credit card statement from July and contacted NVIDIA about a refund for the $108.09 that I was charged. They have rejected my request multiple times. They did not provide me a service and should not be charging customers automatically without their knowledge or without some kind of notification of an upcoming charge, so that the service can be cancelled if desired. *********************************************************************************************************** which lead to the delay in checking my credit card statements. I understand they are a billion dollar company and have policies written in fine print, but this practice in my opinion is predatory. They are banking on people forgetting to cancel an automatic renewing subscription. $108.09 isn't a small amount of money for normal consumers. I wonder how many other customers are being charged unknowingly and are going to have the same thing happen? I would like a refund for this transaction and do not plan to use or buy any NVIDIA products in the future and will recommend the same to family and friends.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Hi ********,
  
  Reviewing your case, we show that notification was sent to you ahead of time, and that it was over 2 months after renewal that you contacted us. We do allow a short grace period but this was far beyond it.
  
  Regards,
  NVIDIA Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What is the grace period? Where do you have that listed clearly for the consumer? You just don't want to refund customer's for a service you didn't provide
  
  
  Business Response /* (4000, 9, 2022/09/24) */
  Hi ********,
  
  The GFN policy is the same as any other streaming service, once the service is purchased there are no refunds for the time period purchased. We have made occasional exceptions if someone made the purchase in error and contacts us immediately, we refer to that as a grace period.

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a graphics card that I bought from a 3rd party app because the products this company is highly scalped and resold. Not only are these products highly resold they are also in high demand with a known shortage. Other companies offer a transferable warranty because they know these products are mainly resold and never used by the original "purchaser". I have the box, serial number, original item, anything a normal company would accept, just not the original receipt. I bought my graphics card from StockX which guarantees the buyer a real brand new product. If this company acknowledges that their products are highly resold and nearly impossible to get for retail on any site because of scalpers using such things as bots, why is this company not allowing defective products to be under warranty if the current owner doesn't have access to a receipt. My product from NVIDIA which is a 3080 Founder Edition graphics card, stopped working recently and was proven not just by NVIDIA but BestBuy has proven this product to be a manufactures fault. All I am asking is to get my defective product replaced.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Hi*****,
  
  StockX is not an authorized seller, and per our written terms the warranty only applies to legitimate purchases from authorized sellers.
  
  However, we are willing to make a one-time exception for you and replace your card. Please continue working with the agent that was trying to help you. If you lost your proof of purchase, contact StockX for a copy. Otherwise, you will need to work out any issues directly with StockX.
  
  Regards,
  NVIDIA Customer Care
  
  
  Consumer Response /* (2000, 7, 2022/09/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept it as long as the company allows this one time exception. Which I am very thankful if they allow.