Will T.

I have been purchasing computers from iBuyPower for over a decade. The latest system they sent was put together by a child. First Customer Service put me through to Tech Support then Tech Support put me back through to Customer Service. The second guy hung up my call, forcing me to go through it all again.

First obvious problem? Assembler didn't remove the port guards. So literally HALF of my USB ports were unusable. On top of that, fans not working, screws bent and forced in stripping the CASE. Even the graphics card was installed at an angle. The case lighting controls (neither the included remote, nor desktop software) never worked, and honestly I just wanted to turn it OFF. Despite this I tried to make it and just swallow the shoddy production quality. The audio on the motherboard kept crashing. Finally, LESS THAN A WEEK after receiving it, the RTX 2080 graphics card FAILED OUTRIGHT. IBuyPower's solution: send it in for repair.

Time line: minimum one week after receipt if a quick swap (so figure 2 to include it arriving and processing). I was happy to just try having them send me a new one that was put together professionally, but they said, "we just can't do it." So rather than keep the sale, they said, "your only other option is to return it, then there is going to be a restock fee". That's when I flipped and demanded a manager. Rather than put me through to a manager, they disconnected my call. I had to go through this all again with another customer service rep. When I pointed out to the second rep that there were no fees if returned within 30 days and I was just threatened with it, the best response they had was to offer the full refund like they should have in the first place.

God-awful build quality + lousy customer service = long time customer refusing to ever do business with them again. Nice job iBuyPower.

LONG TERM SUPPORT IS NON-EXISTENT.

I purchase Adobe Acrobat X Professional in September 2012. For the first time since then, a recent computer issue required a reinstall of all my software. The problem: The download link in the invoice email no longer works, and my order does not appear in my account when logged into their site.

Upon contacting their customer support with the order number, date of purchase, and issue. I was told, in short, "oh well." A new company purchased tek-micro.com a few years ago and failed to migrate the existing customer purchase orders over to the new system. Further, they no longer partner with Adobe.

To make the whole situation even worse is that now, even if I want to upgrade, they provided no serial number with the original email invoices (they were applied during the download/activation phase), and as I have no running installation, Adobe has no way of verifying the existing valid copy, requiring me to buy Acrobat again at the full retail price.

In the intervening years, Tek-Micro failed to alert customers to the change in ownership, or affiliation that may affect the customer's ability to retrieve their software. As such there was no opportunity provided to download and back up a working installation file. This is the first and only digital distributor, in 2 decades of personal online presence, that has failed to provide ongoing access to previous purchases (particularly when you are referring to this level of expense), or provide written notification to download and back-up a working install file.

The live customer service representative told me to email his supervising support team at *******@tek-micro.com. The automatic reply promises a response within 24 hours. It has now been over 2 weeks since the original email, and I have sent 3 in that time frame.