Complaint Review: iBuypower - City of industry California

 iBuyPower are TERRIBLE.  I bought an MSI Apache gaming laptop from them 11/26/15, paid extra for the expedited shipping cost, supposed to ship in 1-3 days...yeah but they don't tell you that its 1-3 days from when they supposedly assemble it, which is a crock because they're supposed to get it directly from MSI.  I received it on 12/23/15, opened it up Christmas morning and it crashed within 2 minutes of it being on.  Rebooted it and the screen became all static and it crashed again.  Rebooted it again, and it seemed to work for about a half hour then the screen went black.  This kept happening over a period of 3 days every time I started it up it would work for up to 10 minutes and the screen would go black. I tried to call their tech support on Monday, was met with endless hours of busy signals.

  Finally tried the online chat and was told to reinstall the OS, which I did and it still happened.  After more days of futilely trying to get through to their voice lines, I decided to request a direct line from their online chat so that I could speak to someone...and was refused. Every time I asked to speak to a supervisor I was given the 888 number which was in a state of permanent busy. Finally after having enough I decided that I just wanted a refund and be done with them.  I spoke to the online shat again and they tell me that I can send it back for repairs, having read their service agreement where they "reserve the right to use used or refurbished parts in their repair process" I opted to simply return the laptop and have my money refunded, because I paid $1395 for a NEW machine, not a used machine.

They then tell me that I can return it but I will be charged for shipping...this pissed me off because I had ALREADY paid shipping and they shipped me a defective product! SO technically they already voided our contract agreement because I paid to have a Brand NEW, fully operational laptop, and they sent me a defective one instead.  I tried calling their 888 customer support number and finally got through after 3 hours of non stop busy signals.  I spoke to Brad and he finally agreed that he would send me a new RMA and they would cover shipping and refund me my full $1395.00.  I shipped it back to them on 1/4/16, I got confirmation that they received it on 1/8/16,  and now it was 1/19/16 and still no refund.  I went back on their online chat support and argued with 2 reps, both of whom were sarcastic and rude. 

The first one named "Lee" tells me that they just processed my refund and I should get in in 1-3 business days. I told him that this was unacceptable and I wanted it now, he said that's not how they do things. I told him it was a purchase using my debit/credit card and all they had to do was simply credit me back the money.  They said they couldn't. He then said that the transaction takes time and that I have to wait for my bank to credit me, which I know is bullshit so because my bank didn't have my money, iBuypower did, I called my bank and NO credit transaction had been initiated.  I informed him of this and he said he didn't know what to tell me if I didn't believe him. I then asked him for a transaction number as proof, and he refused to provide one for me. I asked to speak to a supervisor and he switched me over to the 888 number. 

I went back on to the online chat and got a new rep named Lee and this time when I asked about the status of my refund, the new red said "Its in the works".  When I asked him what that meant, he kept repeating "its in the works".  Still don't know what that means.  SO I asked to speak to a supervisor and got the number for American Future-1-626-269-5146.  And spokes to someone who was allegedly a supervisor.  Now this guy tells me that I have to wait 7-12 days for a refund, and I would have to pay for the return shipping, and was giving me a massive attitude.  When I told him that his rep Brad had already informed me that I was getting refunded $1395 he said that was a "misunderstanding" and then he went on to actually say that the laptop I returned, the one that kept crashing and screen blacking on me after 8 minutes had nothing wrong with it.  I asked him if he honestly thinks id spend $1395 on a big Christmas gift for my wife, pay extra for expedited shipping, wrap it put it under my tree, wait until Christmas morning, then spend countless hours trying to call them, try to get through to them, argue with them on the online chat, reinstall the OS just so I could bring it to FedEx, box it, and ship it back to them to get a refund as if I were bored of something?  His answer was extremely sarcastic and he said "looks like it". 

When I told him I wanted my refund now since he has had the machine since 1/8 he had ample time to refund me, his answer was "that's not how it works".  At this point I told him if I didn't received my FULL refund of $1395 I was going to file a suit with small claims court, and not only sue him for my money, but also for the court costs, my travel expenses, and possible board and lodging expenses.  Which is exactly what I have done as of yesterday.  These people are CRIMINALS.  They will send you defective machines probably because they hope that because they do business over the internet it somehow insulates them from the law and that cheated customers will simply "eat" the loss because they don't want to go through the hassle of fighting to get their money back.  Well I'm NOT one of those people.  I will fight them, expose them on social media and every other internet outlet I can to spread what word of their shady, unethical business dealings, and their horrible customer support.  This company should be run out of the business.