ComplaintsforCincy Power Computers, LLC

• Initial Complaint

  09/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  End of May 2024 i purchased it. I have had nothing but problems with it since then. I spent almost 3k on the pc; and it has costed me more what I paid for it and the parts at other computer stores to fix the issues because of the photo's I provided I have been trying to call them and trying to message them on ******** but they have me blocked on all social media and my phone numbers. I am at my wits ends because they won't even answer my emails I have sent them. They failed to provide warranty fixes and the have breached their contracts of the warranty. Can't do anything what they provided in a video they provided me about the games I play.

  Business response

  09/16/2024

        We assisted *** ****** on multiple occasions with his PC he received from us. We helped him with several small issues, such as activating Windows, plugging in an RGB fan, turning his RGB software from "Off" to "On", and also explaining to him why WIFI was not included on his PC (since he had not configured the PC with WIFI). We also diagnosed and replaced a failing SSD in the PC under warranty, and walked him through reinstalling Windows on the new SSD we sent to him under warranty.
        In our last interaction with him on our ******** Messages, dated June 18th, he messaged us that he had "no sound for what so ever on the PC". We asked him what device he was connecting to play audio, and he sent a picture of a ****** ***** headset he had purchased separately, designed for *** and ***. *** ****** chose to purchase this headset separately, without consulting us or asking for our recommendations, and was then requesting support from us for the headset he chose to purchase separately, not from us. We sent him an extensive list of fixes to try, and he tried those without success. We then suggested he purchase a different wireless headset that was designed to work for PC, instead of trying to use one that is designed for console. PC headsets that are designed to work for PC work "plug and play" with Windows, and do not require special drivers or configuration just to use them. After he stated that he didn't want to try those options, we suggested he reach out to ****** ***** support, since the issue was with his headset and not with the PC. Eventually, he figured out that his issue was caused by his not installing the proper drivers for the headset to utilize it with his PC. This was a failing on HIS part, as the instructions are very clear on the ****** ***** website that the drivers need to be installed for the headset to work on PC. 
        However, after all the help we had given him, he then wrote an angry message to us, stating that we were "suggesting that I need to buy stuff that I didn't need to" - even though what we had suggested would have easily fixed his issue. He then stated "You never suggested drivers not once did you?" - as if it was our prerogative to suggest what we believed he had already installed in accordance with the ****** ***** instructions. He then disparaged our customer service, even though we had helped him with nearly immediate responses, day and night, including even on weekends for any and all questions he had previously, stating "For a company that says they are here to help people you really didn't this time". After that, he then proceeded to accuse us of not even building his PC and of not sending him pictures of his PC during the build process "like you said" - something WE TOLD HIM PREVIOUSLY IN THE SAME CONVERSATION we were not set up to be able to do. 
        Even though none of the packaging had anything to do with ****** and none of the PC components had ever seen ******** soil, he then stated "In my honest opinion you never put it together you just bought or from someone in ****** like that inner box said you did and then put it in a bigger box and sent it to me. For a company to do that it’s pretty shady and crooked" - even though WE HAD CUSTOM CONFIGURED THE PC FOR HIS EXACT SPECIFICATIONS and our team hand built it in our shop in Cincinnati with care. 
        From that point, we were done dealing with him, as we do not need to accept entirely false and uncalled for disrespect like that. We responded to him in our own defense, and stated at the end of our message "We are done doing business with you. If you're going to insult us, call us shady and say that a company that offers literally thousands of different hardware combinations somehow isn't building their own PCs, then you really mustn't put a lot of thought into what you're saying. We will not tolerate being insulted or having our excellent customer service tarnished for something that is completely out of our control." 
       After that, we blocked him on our ******** page, and when he messaged our website on July 5th, we responded that "You may contact us via email at ******************************** for any future correspondence." - the read receipt confirmed that he did indeed read that message on July 5th at 1:13 PM. Email is the standard way we deal with responding to customers who have proven that they are unable to behave respectfully or who unfairly disparage our company, as it allows for more thoughtful communication and less instantaneous responses which hopefully have a bit more thought put into them before they are sent.
      From that point, we received a call from *** ****** - in that call, we also confirmed that he needed to contact us via email for any future correspondence, and reiterated that our email was ********************************. 
      However, *** ****** has never emailed us about any issues he has with his PC, and the vague and fatuous nature of his complaint without any corresponding evidence would seem to suggest that it is a frivolous and pointless cry for attention instead of a serious dispute. Where are the receipts for the supposed work that "costed me more what I paid for it" "at other computer stores to fix the issues because of the photo's I provided" - even though the "photo's" leave out the part where *** ****** fixed the headset issue himself and had no further issues with his PC. As we can show from a simple search of our email inbox, we have never received an email from *** ******, much less multiple emails as he claims. *** ****** has never made any warranty claim that we have not addressed, and his PC was certified as fully performant and functional as part of our extensive QC process. 
     We warmly invite *** ****** to email us at ******************************** with any legitimate issues he may have with his PC. Otherwise, we hope that he can spend his time and energies on more productive pursuits in the future. 

  Customer response

  09/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******

   

  ps I have included a picture of what I purchased on line from ****** that they never sent me; I would really like to know what hard drive they sent me and if it was sent certified mail or not because I had to sign for my pc. 

  Customer response

  10/09/2024

  Customer called BBB 10/9/24 checking the status of his claim. Says he has proof the business has lied to him.

  Business response

  10/10/2024

  *** ****** did not provide any reason or proof that we were "lying" to him in his complaint responses, and has not provided any further evidence, receipts, etc. of the work which he claims he had to do to his PC. We have refuted all screenshots and evidence of his claims that he has provided so far, and we believe further prosecution of this complaint to be a waste of everyone's time, since there clearly is no strong underlying basis for a complaint to be made. 
  *** ****** is still free to email us at ******************************** if he wants to communicate with us further, but the fact he has not done so speaks volumes about the seriousness of his claims. 

  Customer response

  10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Dear Ohio BBB;

          The company has not submitted anything that they said that was sent to me in the mail like the ssd that they claim to have sent to me. They haven’t even at all reached out in regards to any matter involving my pc after they have said they cut ties with me because of what I said in a ******** message. 
            I have submitted multiple pictures in the past of what my pc did when the ssd went bad.  In this email is what was done to my pc at the computer repair shop in my local town. The crucial sticks of ram (64gigs) are what Dan and his company installed when they sent me my pc, and the ******* ******** ram (64 gigs) is what the shop I took my pc to near me is what they installed for me. The ssd (solid state drive) (******) that I took a picture of is what Dan and is company installed; I have already sent you a picture of the ssd I bought on ****** to replace his with. If you want I can installed his again and take pictures of what it says.

                 
  
  
  
  Regards,
  
  ******** ******
  

  Customer response

  10/18/2024

   I’m sending additional photos; for some odd reason the website wouldn’t let me upload them.
        ******** ******

  i took the hard drive that was originally installed in the PC to the company that I took my computer to test the hard drive and they are going to test it today or tomorrow. I will be emailing more photos to ****. 
  
  I can email her the test results as soon as the results come back. I am also testing the ssd drive that they installed in my pc at the computer place where I had my pc fixed at to prove that the ssd was faulty and was causing problems 

  Business response

  10/18/2024

  If the customer had any issues which needed to be resolved under warranty, then they were free to email us at any time for warranty service. They did not email us at any point, and they have failed to justify their original claim that it "costed me more what I paid for it", as the faulty RAM and SSD they are claiming is only worth about $250, not $2,699, and the "work order" they sent doesn't even list that a payment was ever charged, just that an issue was diagnosed. It is also very unlikely that the RAM and SSD could both be faulty in a PC simultaneously, so we suspect misdiagnosis, but we cannot do further diagnosis as the customer has failed to email us. 
  We do not recommend or support taking a PC to outside repair shops, only we offer authorized warranty service on the PCs we build. The customer is free to email us at ******************************** at any point for continued warranty service. If they are able to be civil and not abusive, then we will work with them. But they have failed to contact us and failed to send us any of the hardware they claim is faulty. Until we receive that hardware and are able to test it in-house, we cannot provide any warranty support or replacements. 
  This entire complaint process is an unproductive waste of time. We will not be responding to this complaint further. If the customer wants to resolve their supposed issues, then they need to email us at the provided email address. The customer can either follow the rules and email us or quit whining like a child. They have no valid complaint, and are simply seeking attention and angry because their abhorrent behavior burned the bridge of phone and message communications with our staff, and now they're looking for more people to give them attention. 
  
  The customer is not being forced to take their PC to any outside repair services. That is their own decision, because they chose not to email us for warranty service. Therefore, they are responsible for any costs they incur. We are not refusing to provide warranty service. We are simply refusing phone and message communication outside of email, because the customer has repeatedly proven himself to not be able to communicate without insulting our company, our business and our staff. Once again, the customer can email us at ******************************** if they would like to proceed with making a warranty claim. We will not be responding to any further complaint messages via this channel. 
  

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

       Hello;

         This is the ssd paper work I just got back today from the company computer store I went too. And it shows that I paid them for what they did and installed. Well I have tried emailing them several times but only got a response from the email company, also in the ******** messages and the last one they sent to me saying that they will not be doing business with me any longer means just that, nothing even warranty work. If this was brought to court they will be on my side.

           What I ment by it costed me more then what I paid for it out of my pocket to get it fixed. Not the whole price I paid for the pc. 

           If they want to slander my name; I really don’t care; but I will speak to a lawyer to see what I can do about it.
  
  

   

  Regards,
  
  ******** ******
  

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