BBB ACCREDITED BUSINESS SINCE 03/15/1999

Cyberpower, Inc.

(626) 813-7730 5175 Commerce Drive , Baldwin Park, CA 91706

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Description

This company's business is the manufacture and distributer of customized high-end gaming machines, notebook systems and high performance workstations for gamers, businesses, government agencies, educational institutions and other end-users.

BBB Accreditation

A BBB Accredited business since 03/15/1999.

BBB has determined that this business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business's products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business's product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised this business's rating include:

Length of time business has been operatingComplaint volume filed with BBB for business of this sizeResponse to complaint(s) filed against businessResolution of complaint(s) filed against businessBBB has sufficient background information on this business

Customer Complaints Summary

331 complaints closed with BBB in last 3 years | 96 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising / Sales Issues 60
Billing / Collection Issues 5
Problems with Product / Service 230
Delivery Issues 9
Guarantee / Warranty Issues 27
Total Closed Complaints 331

Additional Complaint Information

Complainants allege the company sells defective merchandise, and fails to provide warranty service as agreed. Some complainants allege they receive merchandise which is inoperable or defective at the time of delivery. In other cases customers complain they return defective components two or three times for the same repair, or, repaired items are retuned without the repairs performed, or, in the same condition as when they were sent in for repair. Complainants are generally dissatisfied with the level of customer service provided, claiming they are unable to reach company personnel by phone, and e-mails are not responded to. Some complainants who request refunds on defective products are dissatisfied with the company's policy of deducting S & H charges from the refund amount. The company has responded to most complaints by issuing RMA's for exchanging defective products, providing refunds, or offering additional repair assistance. In some cases, the responses provided did not address the complainant’s allegations. Some customers disputed the company's responses claiming the company did not follow through on promised resolutions, or that repairs performed did not remedy the original problem.

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  • Government Actions

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  • Advertising Review

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Additional Information

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13080817
BBB file opened: 7/10/1998 Business started: 2/17/1998
Contact Information
Danny L. - Technical & Review Manager
Number of Employees

108

Business Category

Computer Dealers Retail

Alternate Web Sites
Industry Tips
This company offers a limited warranty which covers three years for labor and one year for parts. The company uses new and reconditioned parts made by various manufacturers in performing warranty repairs and building replacement products. All parts removed during repairs become the property of the company. The company uses new and reconditioned parts made by various manufacturers in performing warranty repairs and building replacement products. If Cyber Power repairs or replaces a product, the warranty term is not extended.

The company requires purchasers to obtain a Return Merchandise Authorization (RMA) number, which is valid for only fifteen (15) days, for returns to be accepted for refund, repairs or replacement. To request warranty on the product the shipping costs must be prepaid and insurance is recommended or the shipper accepts the risk of damage or loss. Shipping and handling charges are non-refundable. We advise careful evaluation of the company's technical assistance, servicing, and refund and exchange policies prior to ordering products.

The Federal Trade Commission's Mail Order Rule allows the seller 30 days to ship ordered products to the buyer unless otherwise specified at the time of purchase. If the seller cannot ship within the 30 day period, they are required to notify the buyer in writing of the delay, and give the option of waiting, or having their money returned within seven days. Credit card payments must be credited within one billing cycle. Merchants who violate the Rule can be sued by the FTC for injunctive relief, monetary civil penalties of up to $11,000 per violation (any time during the five years preceding the filing of the complaint), and consumer redress (any time during the three years preceding the filing of the complaint). When the mails are involved, the Postal Service also has authority to take action for problems such as non-delivery. State law enforcement agencies can take action for violating state consumer protection laws.