NZXT

Got a broken computer 2 weeks plus ago as a birthday present for my son. There is something wrong with the cord connection and there is something wrong with the GPU either been broken or disconnected.. I have asked multiple times for a UPS or FedEx label to send it back to be either repaired or replaced and have had zero response. They do not answer any phone calls and do not respond to email. Do not buy from here unless you can physically walk into their location to have something fixed. Spent over $2000 on a broken computer

I wish zero stars were an option, as it is very fitting of NZXT and their entire support staff. I bought their prebuilt streaming PC around 7/22/2020, and was so excited to game on it. After unboxing their machine, it looked as amazing as I envisioned. Now, the functionality of it was a completely non existent and attempting to contact them was a horrendous process. They sent me a machine that literally didn't work, it wouldn't even boot up and there was no sound at all after powering on. Never judge a book by it's cover!! This 'streaming PC' could not even POST. Why did I pay them any money at all to build it? Also, how does something like this even happen? Blows my mind to think NZXT doesn't test their work before shipping it across the US, but after my experience with NZXT support everything makes sense! I highly advise any individual who plans to purchase a high end gaming PC to stray far, far away from the crooked thief's at NZXT. They finally have responded to my ticket after 3 full business days and a whole lot of teeth pulling on my end. It didn't even seem as if they cared about their mistake, nor did they apologize to me for ruining my experience with a gaming PC. This was my first time and it is safe to say I probably will never buy another because of my experience with NZXT. They also stated that they are not going to refund me the cost of building or the $50 I paid for shipping, even though this is entirely on them. The machine was defective as soon as I got it and unfortunately never even experienced the glory of gaming in high FPS. Very regretful of trust my money with NZXT.

I received a broken Custom PC from NZXT on June 29 and requested a return on June 30. The return was received on July 1st. No refund has been sent.
I received a broken Custom PC from NZXT on June 29 after waiting 3-4 weeks. Nothing turned on correctly. The night of June 29, I sent an email requesting for a return. No response came from that email the following morning. I sent another email/ticket with the same request but was sent an automated message. I finally contacted a support team member on June 30 by the name of ***/*** and he approved my return and sent me a prepaid label. I packed everything up and sent my return on June 30. I was told that they received my return on July 1st. I asked when I would receive my refund and nothing has been said since July 1st. I do not have a refund and the broken PC was returned. All I want is a refund since I have nothing anymore and the Custom PC I received was broken. If they need more time then that's okay, but at the moment nothing is clear and I am making this claim just in case I never get a response.

Purchased a gaming computer from company and arrived broken and not working. Emailed and called with no response for 2 months. Need fixed or $$ back!
I bought the computer on June 3rd, 2020. It was delivered June 14th, 2020. Once it was here I unboxed everything and began to plug everything in accordingly, but it didn't connect to the monitor. I emailed them on June 16th, 2020, asking for assistance and they emailed back on the 17th. After their first response on the 17th I haven't heard back from them since offering assistance to my current problem with the computer. It is now July 1st, 2020. The build number is XXXXXXXXXX. The order number is XXXXX. I paid *** for this computer, and I paid for it with my debit card.

I bought the h510 elite case and once I built my pc, I learned the smart device that controls the rgb lights and fans was defective. So after talking with nzxt, they sent me a new controller. (2 week process). I install the new controller to find out that the LED strip that was built in was also defective. So I contacted them again. my emails went unanswered then I decided to call. After they tried troubleshooting they mailed out a new set of LEDS. another several week process. so while I waited, I decided to purchase some additional LED strips to add some more cool effects. they're installed with a very strong adhesive. Once my replacement came in, I installed everything. The built in LEDS finally worked but of course, the add ons were also defective. now you can imagine how annoying it is to have to spend an hour scrubbing the adhesive off of my case because for the 3rd time in a row, NZXT sent me a garbage product. Naturally I contacted them again and they said they would send more replacements. I shared my frustration with them that this has been an ongoing thing so I asked if they could at least give me express shipping for my trouble and I got a straight up NO. save your time and money and go with corsair or something

bought a streaming PC june 7th and says Estimated Ship Date: 06/12/2020
Never shipped no email telling its gonna be delayed or when the new ship date
bought a streaming PC june 7th and says Estimated Ship Date: 06/12/2020
Never shipped no email telling its gonna be delayed or when the new ship date will be or any information on the over ***$ pc I bought not they're building not its gonna be shipped its delayed no information about anything. If people are investing thousands into PCs they should tell the customers way more information not just when you bought it and when it ships out

I ordered a motherboard from NZXT in mid May. It did not arrive until almost 10 business days later which is understandable because everything is processing and traveling slower because of COVID. The motherboard ended up being faulty. I figured out which port was faulty by process of elimination. I entered a support ticket and they wanted me to go through the standard checklist unplug this, unplug that, etc. After two responses on my support ticket I told them I knew what was wrong and that I needed a replacement motherboard. The last I've heard from their support was almost three weeks ago and I have tried to contact them two times since then. I tried calling all of their "contact us" numbers all of which end up hanging up on you. I have currently been in the live chat queue at position one for over 30 minutes.
TL;DR, they sent me a bad motherboard and will not replace or refund it. They stole my money.

Ordered a prebuilt and it didn't work upon arrival. Upon investigation the graphic card was a fake/bootleg Filed a complaint for refund threw PayPal since they don't answering email or phone calls this company is trash and fraudulent

I bought a BLD that crapped out in 1 month. I just want a refund They said I can't get one unless I rma the pc the way it was shipped. Ssd has my data
So I bought the pc 3/24 and received it in April and started having problems with it not displaying in May. Now I've tried everything to troubleshoot including new monitor, cables, psu, cpu, motherboard, fans etc and nothing worked. Now I just want a refund but they're saying I have to return it with all the components which is fine but the ssd card has all my games I bought downloaded plus my personal info on it. I just want my refund without losing the games that I spent my money on for a $*** pc already that doesn't work so I can play the games on my new build.

They don't even try to get into contact with you and don't operate properly within business hours. Phone service doesn't even work.
As of June 4th I was contacted by a*** at NZXT asking for more information about a problem I had with a product. However as of June 10th I Still have yet to hear back from this rep. I paid near 300 dollars for their NZXT Z63 Cooler. I've contacted their customer service call center, and have also reached out to NZXT's twitter page and still have not received any help whatsoever. The main issue I am having is that this cooler doesn't work correctly with temperatures still remaining high being worse than the stock air cooler as well.

NZXT has not responded to my request to fix my video card. This is not the first time the company has not responded to a issue with the computer.
The computer in question had been "fixed" by NZXT three weeks before the video card failed. I had been having problems with excessive noise from the video card and screen freezes before I sent in the computer.

Three weeks after the computer was returned to me, on May 30th, the video card stopped working. I emailed NZXT on May 31 and received an email on June 1. I was asked to reinstall the video card. I did as advised and responded to the email letting them know that the card is not working. I did not get any response from NZXT after the initial email. I did try and contact them again by email and did not get a response. On June 9th I tried to call NZXT to get the situation resolved. I waited to be connected to a service representative for 20 minutes until the company hung up on me. I tried again and waited for another 7 minutes until I gave up.

I wanted to speak to a NZXT representative to resolve the issue but I could not get through. I am filing a complaint because I have no other way to get my computer fixed other than me spending money to do so.

Company said they would not replace a defective part because it was damaged in the mail
I bought a computer from this company and when I got it the first day it was defective and did not work and when I tried to send it back the package got damaged in the mail and now they say they won't replace it and then I have to buy a new product because of improper packaging it is a graphics card for computer 8 GB RTX 2070 super

Purchased a GPU on November 29th, 2019 it had a 1 year warranty. They are refusing to honor the warranty.
Purchase date: 11/29/19
Problem date: 5/30/20
***

I purchased a refurbished GPU on 11/29/19 from NZXT for $850. On May 30th, 2020 the GPU started to artifact to the point where I can no longer use the GPU. I sent in a request on how to get this handled either replaced or refunded. I was contacted by "*** (NZXT) on 6/1/20 telling me that the GPU comes with a " No Return/30-Day Replacement Warranty" and sent me a screenshot of some other refurbished items that say "NZXT Certified + 30 days".

I went to the warranty policy page located at (***) and it says "All NZXT Certified Refurbished products carry a 1-year warranty from the date of purchase for parts and labor." so based on the wording you would receive a 1-year warranty + 30 days for a total of 13 months. I am unsure how they are able to say my purchase doesn't come with a warranty.

I purchased it with the understanding that I would receive the warranty or else I wouldn't have paid $850 for a refurbished GPU.

It's unbelievable that a company would try a bait and switch with a warranty.

I PURCHASED A CASE FROM bEST bUY GOT HOME AND THE SIDE DOOR GLASS WAS SHATTERED. Best Buy wou;ld not repair it says the manufacturer has to handle thf
want the side door replaced

Poor customer service. I bought a few things on an initial order. I changed my mind and tried to modify the initial order so that I could get a bigger PC case. More money for them... Ok, so NZXT customer service said that they could not modify the order at that point in time, but could cancel. "Okay for me to cancel order?" - Said NZXT rep through email. They had emailed me around 2pm EST on Monday and I immediately emailed them back saying yes to cancel the order within the hour. This was their response via email... the next day, Tuesday, at 6PM EST : "Oh man, my apologies it seems that your order has already processed and I was unable to cancel it in time. :(". Why did they not cancel the order when I had asked? Why did they wait a whole day and some change to try to cancel it?

Well, let me tell you what happened in the meantime since I had assumed it was going to be cancelled (sure, shame on me for not waiting). I had put in a separate order with the same items, but with the bigger PC case since that is what I wanted. So now at this point, I have two outstanding orders. I thought I would return the initial order once it comes. I did that and all looked like it was going fine, until they emailed me with the refund details for the initial order. They had partly refunded me for the second order I placed and not all from the initial order like I returned in the mail. Well, turns out they had left a sour taste in my mouth and also the second order came and I decided I did not want to keep it and return this order too. I put this order in the mail and it was delivered on 5/11/2020.

So for the first order, they emailed me saying they had received the items in my return and were processing the refund. This took a matter of 3 days max from when the FedEx tracking stated the items were returned, of course albeit with the wrong items returned. This second order was received on 5/11/2020 and as of today, 5/18/2020, I still have not received my money back and I guarantee you it's because of the mess from the initial order where they screwed up the return. In order to get an RMA issued with the second order, I hopped on chat and told this rep my situation and he seemed to understand the issue and said it would all get sorted out when the second comes back.

I decided to hop on chat on their website and talk to a rep today seeing as its been a while. The rep was confused and did not know what I was trying to tell him and he was taking 10 mins max each time to response to my questions and answers. I spent over an hour on chat with him for him to say "Looks like it is pending for the RMA team to complete". Really? You don't say? I already knew that... I want to know why it's taking so long. Not helpful at all and to add the cherry on top, he decides to just end the chat after 2 mins of my not responding. He spent 10 mins max each time and the whole thing took over an hour from him and he ends in within 4 mins. He couldn't have waited just a little bit since I waited on him so much? What if I wasn't done? What a champ. Here is the snippet of the last part of the chat:

(04:23:07 PM) NZXT REP : Looks like it is pending for the RMA team to complete
(04:25:20 PM) CUSTOMER: Okay, how long will that take?
(04:27:27 PM) NZXT REP : Our surrent estimation is one week for the items to be determined
(04:28:12 PM) NZXT REP : Was there anything else we can help you with right now?
(04:29:09 PM) NZXT REP : As I haven't heard from you in a while, I am going to go ahead and close this chat. If you have additional questions, just let us know. Thanks for visiting and have a nice day!
(04:29:10 PM) *** NZXT REP left the chat ***

Overall, a poor customer service company. Website is *** and ordering is a pain. Not to mention CAM software is next to spyware. Never ordering anything from this company again and I suggest you do that same. There are plenty of other good PC hardware companies out their that are comparable and have better customer service and better products.

They bait and switch customers, I bought a 2300 dollar pc from them, paid for express shipping. Took them a week to even dhil the prebuild pc when they guarentee it will ship in 2 days. And it wasnt eveing going arrive till next month. Then I was called the courier and informed that nzxt did not pay the shipping fees and thatbi would required to if I wanted to see the computer. I told fed ex to mark it return to sender. Its now been 5 days and nzxt has ignored every email and hung up on me every time I tried to discuss my order for a refund. Had to a fraudulent charge claim with my bank to have this dealt with. And then after my bank back charged nzxt tried to remove the funds from account again but my bank stopped it. I hope the Revdex.com can do something about them.

Refund missing for 3 weeks!
I placed an order on Wednesday, April 15th and the shipping label was created on Friday, April 17th.
As of Monday, April 20th, the tracking number showed that my order was still sitting at their warehouse in California. So I reached out to NZXT and asked if there was a delay. They said it must just be FedEx's website that hasn't updated yet.

I waited until the afternoon of Tuesday, April 21st and it still showed no movement. I contacted NZXT again and THIS time I was informed that it hadn't been shipped yet. I asked if there was a way that they could confirm my order would be picked up that day and they could not guarantee that. So, I asked to cancel the order as I was able to get a similar product from BestBuy next day.

I was given cancellation number XXXXXX.

They apparently failed to cancel my order, because later that day, the item was picked up by FedEx. On Wednesday, April 22, I checked the tracking number and found that it was still in route. So, I contacted NZXT yet again. I told the gentleman that I had previously cancelled my order and was unable to return to sender directly through FedEx and asked him to please request a return to sender. He said no problem, reference ticket number XXXXXX.

He failed to do that, because as of Thursday, April 23rd, the product was still in route. I contacted *** and created a dispute in hopes that SOMETHING would get their attention and ACTUALLY cancel my order.

Finally, the item was returned to their facility on April 28th.

I waited a full week and contacted NZXT on May 4th to check on the status of my refund. I was told by *** that "I can't seem to find the order but if we have the order back. It should process through in 1-2 days and you should get your refund in 5-7 days..." I explained to *** that the order had been received by them a full week ago. He said "since we already have it for that long, it should have already been processed and your refund should be on it's way..."

On May 6th, I still had no refund, so I sent an email to NZXT and explained that I was beginning to get worried about what was going on.
Later that day, I got an email that read "I'm checking in with our warehouse staff to see if we received the order, please be on standby".

I responded on May 6th explaining that, according to the tracking number, it was signed for my "***" on April 28th at their facility.

I replied again on May 7th asking for an update.

I replied once more today, May 12th asking for an update.

No response to any of my emails and there is still no signs of a refund going through.

I understand that we are in the middle of COVID-19, but all I'm asking for is some communication... ACCURATE communication at that. I've never experienced customer service this poor before. I feel like everyone I've talked to has just blown me off and told me what I wanted to hear.

I've never been so upset with a company to file a Revdex.com Complaint, but this genuinely feels like someone just took my money and ran off with it. It's been almost 1 full month since the original order was placed, 3 weeks since I cancelled the order, and 2 weeks since it was received back at their facility.

For Reference:
Original Order # was XXXXXX
Original Tracking # was FedEx XXXXXXXXXXXX

I have been attempting to get my defective unit repaired or replaced but have been met with the worst customer service.
This issue is currently unresolved. I paid over *** for an ***T custom built PC in Jan 2020 for my work. The PC arrived defective. After 5 or so attempts the computer finally turned on and I thought it was a random occurrence. Since then the computer had malfunctioned with blue screens / computer freezes consistently. In March 2020 the computer finally stopped booting up as a whole and I got an error code on the ***. I desperately reached out to ***T for support but didn't hear back in a timely fashion. After waiting patiently I was instructed to troubleshoot and they suggested it could be a *** issue. I was instructed to ship back the ***, which I did, while incurring shipping costs of *** to package the *** correctly. I didn't mind eating the shipping costs if that meant my system would finally work properly. After receiving the replacement *** the computer still wouldn't boot! I reached out again and was instructed that I now needed to *** the entire system. It's been over a month and ***T just recently sent me a prepaid shipping label but neglected to provide adequate shipping instructions. I didn't feel comfortable shipping a *** product without knowing the exact details on what to expect so I reached out yet again. A few more days go by and I am finally informed that I cannot ship this system unless I had all of the proper packing... At this point is where my frustration boiled over. If I shipped the product as instructed, any damage incurred would be at the expense of the customer (me) and *** reserves the right to decline servicing any improperly shipped products. This is a huge act of negligence on ***T's part to the point I am considering this was a scam / tactic to avoid having to repair my system. Why would they neglect to send me information on properly shipping a defective unit when providing me the prepaid shipping label? You'd think information on how to ship their defective product is pertinent information. If I had shipped out my system with the instructions I was given (or lack thereof), technically speaking *** could claim the damaged system happened during transport and I would be ***. Instead, I luckily awaited to hear back after I requested additional information along with an estimated timeline for the ***. I am extremely frustrated as it has been over 2 months without being able to work from home during this unfortunate event. I have been going back and forth via email which takes anywhere between 1-5 days to hear a response. I know learned this *** process will take an additional 3+ weeks due to the COVID19 situation. It's now May 2020 and this problem is still unresolved and I've lost over 5 jobs due to this issue.

Bought a H710i case. Product delivered missing a vital part of the case construction. Customer experience was very poor, their website is buggy so when you submit a request your account and request may be subject to being lost in the ether. Finally established communication with the company, they informed me they would replace the part and send me confirmation for said delivery. I never received that confirmation email. So in the end I payed out $100 in shipping costs to receive and return a product missing parts.

Paid *** for PC a week ago NZXT giving no information.
I had purchased a PC form NZXT, and have had issues with the shipping website giving me false information as to the whereabouts my PC is, I contact the courier and am given what NZXT claims incorrect information on the location of my PC. I was told by an NZXT rep that the issue was that they were flagged by FedEx for suspicious activity. NZXT claims the issue with courier is resolved and I can expect accurate information in 24-48 hours of call, its 2 days later now and still no information on where my PC is, the website reads delivery is scheduled for today, but it has read that in the past. Support only saying things like "I don't know" or "I can't tell you at this time." And promises the same thing the call 2 days prior did. Having spent the amount of money on this PC as I have, not being told or not being allowed to be told where my PC is, and when it will arrive, is unacceptable.