• Report:  #2006

Complaint Review: CyberMax Computer Inc. - Allentown Pennsylvania

Reported By:
Sat, April 08, 2000

CyberMax Computer Inc.
133 North Fifth Allentown, 18102 Pennsylvania, U.S.A.
(800) 519-3263
Computer Dealers
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In December I purchased a new 700MHZ Athlon computer from CyberMax. at a cost of over $2000.00. I did not receive the computer until mid January because the video card I ordered was not in stock. (They did offer to substitute a different card) When the computer finally arrived I set it up and turned it on. Almost immediately I began having problems with it. The computer would randomly shut down and start back up losing all work not saved at that time. This began to occur rather frequently. I called CyberMax tech support and was put on hold for OVER THREE HOURS. Tech support had me try several things, which did not resolve the problem so I called back. This went on for several weeks and all the while the computer was all but unusable. During this time and on more than one occasion I was put on hold for at least two hours. Tech support finally came to the conclusion that I needed to send my computer back to them. (CyberMax paid the shipping cost.) In about 2 weeks I finally received my computer back. They had replaced the power supply, which fixed the shut down problem. When I hooked it up and turned it on, I got no video on my monitor. I called tech support and they told me I had to disconnect everything from the computer and open the case. (Which I found to be broken). Tech support then had me remove and reinstall my video card, which solved the problem. When I asked them about the broken case they told me that they would send a new case. They told me that I would have to send the old case back and the shipping would be AT MY EXPENSE (This is their policy). CyberMax then sent me the wrong case, so now I have to pay the shipping charge for the wrong case AND my case is still broken. This is not all! Within a few days of getting my computer back, the computer started locking up. The mouse and keyboard would randomly stop responding. Again I called tech support and again they had me go through many steps to try to diagnose the problem this took several weeks. They finally decided to send a new video card to see if that would fix the problem. I received the card several days later and replaced it. It did not fix the problem. Now I have to send the video card back with the shipping AGAIN AT MY EXPENSE. I called CyberMax tech support back and again they had me try several more things to try to fix the problem but nothing worked. I called back after running their tests and told them that I was still having problems they told me to send the computer back to them for repair. (The shipping was to be AT MY EXPENSE of course) I explained to them that I design web sites as a second source of income and that sending the computer back for repair for at least 7-10 days would make me lose money as well as make customers of mine upset that their work is not getting completed. CyberMax suggested I borrow a computer from a friend! They also gave me the option of taking my computer to a local repair shop and (you guessed it AT MY EXPENSE) paying the shop to find the problem. CyberMax would then send any parts necessary to repair the problem. I asked if they could send a tech for on site service. They told me that their policy states that on-site service is ONLY for replacing defective parts and NOT for diagnosing problems. I asked if it would be possible for them to send a loaner computer while mine was being repaired so I could continue doing business. The answer was no. By this point I was extremely frustrated and asked if I could have my money refunded. CyberMax said that it was past the 30-day refund period. (Of which they had my computer about half the time). I explained that I have not had a fully functional computer for even 7 days total. To which they replied, that their policy states that refunds will only be granted within 30 days of the purchase date.

I feel that I am being penalized for a bad product from CyberMax at no fault of my own. If the computer I purchased through CyberMax never had any problems, I would have never had to pay shipping costs three times (Totaling over $100.00), I would have had an operational computer for two months longer, and I would not have lost productivity in my business. Also I am several months into my 1-year warranty and I still haven't received an operational computer.

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