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:05/15/2024

  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 purchased a CP1500PFCLDa from MicroCenter during the pandemic. Due to the connect equipment guaranteed it was recommended to be my micro-center employee. In April 2024 this back *** destroyed pretty much everything plugged into it (Tv,PS5, ******** box, ******** switch oled, mesh router and my regular router, modem from my cable company) all after experience some surge through this product . Yes a glitch because nothing else in my domicile was Affected . All outlets work properly but everything plugged into the unit is now useless . And to be told that no faults found but yet it destroyed my electronics with no explanation whatsoever just denies . Refusing to honor equipment guarantee is just tasteless. If no fault is found in the unit then it should be sent back to me so I can have someone else to test my unit, not sending it back for further evaluation Reading these reviews of others it seems to be in cyber power nature to deny people and say no fault found to keep from honoring there warranty. People arent destroying their items for the h*** of it no they purchased a back up battery to protect there items from being damaged. Its easy to deny a person with out providing facts to not return a item after saying its still operational is even more suspicious at the end of the day .

  Business Response

  Date: 05/17/2024

  CyberPower units are designed with features that clearly indicate when a surge has defeated the protection. The customers *** was thoroughly tested, and no surge passed through the unit. Whatever caused the damage to the connected equipment did not pass through the CyberPower unit. The surge protection functioned as intended, and the claim was denied.
  The customer did not provide all the necessary receipts (only those for the PS4 and the CyberPower uninterruptible power supply) or any repair estimates for the claimed damaged equipment. The customer signed the warranty claim page, acknowledging the requirement for warranty eligibility, as well as the page detailing the warranty process. Although the *** did not fail,these documents would have been required for a valid warranty claim. We cannot consider paying a claim without proof of damaged equipment or proof of ownership.
  CyberPower retains products submitted for testing under a CEG Claim as part of our internal policy. In this case, the customer was shipped a replacement unit.

  Customer Answer

  Date: 05/17/2024

   I am rejecting this response because:
  Total lies .. all receipts was given to the best of my ability.only missing  was ******** box a gift | cable modem Provided by provider. Nothing in your policy states items had to be repaired before contact it says required information if connection equipment was repaired prior to contact CyberPower . It says you may ask for damage devices to be sent . keep claiming it functioned as intended when my device are fried and I have them still to prove it. Im not the only person with the same claims . I have emailed showing I did  send receipts 

  
  

  Business Response

  Date: 05/17/2024

  The *** was tested and did not fail - it is functioning normally. The claim is denied on that basis. 

  The customer is welcome to come to our location for a joint inspection. The product will be retained for seven years because it was part of a claim.

• Initial Complaint

  Date:07/12/2022

  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 have a ****va unit that had an issue with the battery side about 12 hours after power was restored from a 'major' power outage and surge. (it took out multiple surge protectors in the house.) After contacting CyberPower support, I was told via email "Just leave the *** plugged in for at least 8 hours and if you still get the overload tone, swapping out the internal batteries will resolve". Support also failed to go through any troubleshooting steps with me and simply told me the batteries failed. As this is what support told me will happen, I left it for 8 hours with nothing plugged in for 8 hours and it did not fix it. After ordering aftermarket batteries and replacing them, the unit showed the same symptoms. After another 1-2 weeks of emails and a few calls, I was told my unit was bad (it seems like the component that charges the batteries had failed) and they refused to do anything about their bad diagnostics or the $41.82 of batteries I had paid for. A return was not feasible as return shipping looked to be more than the original battery cost. The reason for the complaint and request of compensation is because the Tech Support advisor told me new batteries 'will' fix the unit, not that it may fix it, or that they suspect the batteries failed but it could be another component. When I got the first email to replace the batteries, I questioned it saying 'I don't want to spend $120 for new batteries if something else was fried'. They replied with new batteries will resolve. Attached is the first email chain telling me to buy new batteries. If I was told another component may have also been damaged, I would have just gotten a new unit as mine is older and I have no use for the batteries. My decision to fix it was based purely on tech support telling me batteries WILL fix it. I had asked them if I could purchase a unit without batteries for a reduced price, but after a month, they have still not reached out about that possibility.