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Business Profile

Computer Dealers

System 76, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Dealers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2025

    Type:Product Issues
    Status:
    Unanswered
    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: 29Mar2025 Amount paid: USD6,227 (paid in full by credit card) What was promised: A System76 Thelio **** desktop with an RTX5090 GPU; build time advertised as 23 weeks. Dispute: After payment the order status remains Awaiting Fulfillment. I emailed support on 2Apr and 10Apr asking for an estimated ship date and was told no delays expected. On 17Apr, after another inquiry, support stated for the first time that the RTX5090 was extremely hard to obtain and that shipment was pushed to early-to-mid May. I escalated on ***** and gave two resolution options and a 24-hour response deadline. As of today (22Apr) System76 has provided no concrete ship date, no refund, and no compensation. My funds are tied up and I cannot purchase alternative hardware; this has already delayed an academic research project by more than three weeks. Attempts to resolve: Multiple emails requesting timeline; System76 only replied with vague future dates and has not honored its own 24-hour deadline nor offered a refund. Advertising issue: At the time of purchase, System76s website clearly marked other GPUs Out of Stock, but the RTX5090 showed no such warning, implying availability.Desired resolutionFull Refund + USD250 Compensation A full refund of USD6,227 plus USD250 for excessive delay and loss of research time.OR Ship by 10May2025 with Upgrades Ship the original RTX5090 system no later than 10May2025 via UPSExpress (1-Day) at no extra cost, plus a free upgrade of either 64GB RAM or 2TB NVMe SSD and a complimentary 3-year Pro Support warranty.If shipping sooner with RTX4090 Ship within 7days with an RTX4090 GPU, refund the USD400 GPU price difference, and provide USD250 in hardware upgrades (128GB RAM + 4TB NVMe SSD).

  • Initial Complaint

    Date:08/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 desktop computer from System76 2024-04-03 and recently noticed that the sata bay had a faulty part when I went to install two new ssds into the bay.I believe that this new desktop computer should still be under warranty and have tried to contact System76 via their customer support platform and via a message on Twitter.I've submitted three separate support requests and System76 has yet to acknowledge even one of them.I'm looking to have someone from System76 contact me and offer me a replacement for the single faulty part they shipped my desktop with.

    Business Response

    Date: 08/19/2024

    Hello,

    We responded to this customer on both inquiries that he made within a timely manner but he did not realize the responses were going to the wrong email so they did not see the responses and thought we were ignoring them, which we were not. A SATA backplane to correct his technical issue was shipped out today to resolve the issue. Customer was contacted by phone to clear this up this afternoon and should be resolved.

    Customer Answer

    Date: 08/20/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    System76 was sending their emails to an address I haven't used in a very long time instead of the updated email address that they had on file for my amount. I've been told that they have fixed the email mixup on their side.

    Thanks for the help in getting this issue resolved!


    Sincerely,

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

  • Initial Complaint

    Date:08/24/2023

    Type:Product Issues
    Status:
    Resolved
    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 originally bought this laptop in early April 2023, and received it physically around 24 Apr 2023. I noticed the right hinge on this laptop begin to deform approximately one month after I received the laptop. I didn't think much of it at the time besides being disappointed, however I opened up the laptop to fix an unrelated issue regarding trackpad function, and noticed the right hinge screws had entirely stripped out of their sockets. I opened a support/warranty ticket with System76 support on 22 Jul 2023, and included video and image attachments of the issue. I received a response stating that my laptop would need to come in for warranty. Five days later I was told to pay for return shipping, totalling $201 CAD. This was incredibly out of budget and still is. By the time I am able to afford this, I am unable to be without a laptop anymore. I noted this to their support on 7 August 2023, and requested an alternative method in a timely manner. As of filing this, it is currently 24 August 2023, and I have yet to receive a response. Given this laptop has generally had issues I have not seen with any other, including the Ethernet port being nonfunctional at times, the trackpad being persistently unresponsive, and more, I am tired of having to deal with this support and would like to be done with this. I noted this to System76 support, and requested that I just return the laptop and be refunded all costs on 16 August 2023, with no response to that yet.

    Business Response

    Date: 09/22/2023

    We are in the process of taking the laptop back for return with an end result of providing the customer with a full refund, as requested. We believe this will resolve the situation. I've attached an image of the conversation in the ticket where I advised the customer about the refund and provided a shipping label.

    Customer Answer

    Date: 09/23/2023

     
    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,

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

System 76, Inc. is NOT a BBB Accredited Business.

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