ComplaintsforVyral E-Sports Compound

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a $3,500 PC from VyralTeq on September 26th, when I recieved the product it was not working so I had to send it back and they fixed it it was sent back weeks later still not working they offered to try and fix it again, but after over a month of sending it back and forth and multiple times trying to troubleshoot I told them I was no longer willing to spend countless hours of my time troubleshooting a broken product I asked for a refund and they told me I would have to pay 20% of the total cost for a refund. Nothing was mentioned about a 20% charge on their return and refund page but was mentioned on a seprate page out of site. I think it is decieving to the customers on their return policy..

  Business response

  12/06/2022

  Hello! We are writing to submit a response to claim number ********.
  
  We take customer experience and satisfaction extremely seriously. We have been in business for 3 years now selling hundreds of items per month and with a quick google search you will find nothing but raving reviews about our brand and service. Let us start by saying we are a small business and are in the PC and technology business. We build custom, built to order computers for a wide array of use cases. These computers can take up to 15 hours of specialized labor to build. With the complexity of PCs, some users require more tech support than others, we have full time tech support for this reason and offer a LIFETIME Warranty on all of our PC builds. 

  
  

  We have a strict refund policy due to the custom, built to order nature, high labor input cost and high shipping cost due to the products being over 50 pounds. Our refund policy is within industry standards of similarly sized PC building businesses. Returns are extremely costly for us due to the labor and custom products. We offer unlimited video tech support and even pay for return shipping both ways if we find a hardware problem or a problem in craftsmanship. In our experience, video chat support can solve 99% of problems, most complaints or issues are lack of customer experience, understandably, with such high end technical products. Before we implemented our return policy we accepted returns for any reason, this led to an unsustainable loss of revenues due to customers returning products simply because they did not know how to operate the PC. As mentioned prior, there are hundreds and sometimes thousands of dollars in labor, parts, shipping ect that can not be recouped and are lost with every return, too many of these and we are out of business. 
  
  With this problem specifically, the customer brought to our attention an issue. Our tech support team immediately identified the issue and offered for the customer to send the PC back to us with all expenses covered. We replaced the faulty part, did some extreme stress testing and QC testing. We test every component thoroughly when we have a return like this to ensure we do not have to pay for shipping both ways, once again, as it is roughly $300 in total. After the PC was reviewed by our top level tech support it was sent back to the customer fully tested with no known defects. The customer contacted us again a few weeks after the PC was returned with what she believed to be another defect. After talking with the customer, our tech identified the problem as a user error and offered unlimited video tech support to fix or show the customer the possible reasons for such an issue. The customer refused to allow our techs to look at the computer remotely, which would have undoubtedly fixed the issue. We even offered a 100% refund WITH NO FEES if our tech did look at the PC and did in fact find a defect. The customer still refused to allow us to remotely look into the issue. This is the reason we must stand behind our return policy, accept the return, but charge a restocking fee. 

  Customer response

  12/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Couple miss leading things that were in that paragraph, when I received the PC back it was not several weeks later that I reached out about another issues I found with the PC it was the same day I got it. Not to mention their “return policy” was not mentioned on their return and refund policy page. Ohio return and refund law states that “refund and return policy must be clearly and conspicuously posted” Ohio Revised Code Section 1345.03(B)(7)). Which it was not since it was on a completely different page that had nothing to do with refunds (Warranty Page). I ordered this PC back at the end of September, and received it the second week of October, upon opening it I quickly discovered it would crash and shut down to which I Immediately contacted ****** one of the Owners about spent 8 hours trying to trouble shoot the PC then came to find out the wrong power supply was put it than what was advertised, had a conversation with ****** about it then was sent a new one to replace myself, after that didn't work I was then advised to send it back to replace the motherboard I decided to send it back and let them try and fix their mistake instead of just asking for a refund then. I was then told it was tested and 100% working, obviously that was not the case if I was having other issues with it Several applications would not work or open and during a game I was playing the monitors went black and would not come back up I immediately texted ****** and told him the issues I was having. They offered to fix the issue which I did try the method that was recommended and it still was not fixed but after dealing and trying to get a brand new PC to work over a month I am no longer willing or able to get troubleshooted further, I would like my money back since it was not the product I bought or agreed to buying. I do not believe I should be penalized for a company not being able to deliver what they promised. I have lost money from not being able to stream, paying someone to troubleshoot my PC and am no longer willing to jeopardize my career trying to get their product to work. 
  

   

  Attached is a PDF copy of their Refund and Return Policy along with the Warranty page that has the "actual" refund policy in it. Also included is a screenshot of the day the PC was delivered for the second time along with the time stamp when I reached out to ****** about the issues. 
  Sincerely,
  
  ******* ****

  Business response

  12/07/2022

  We understand the customer is having issues related to their PC. We are confident these are minimal users errors and stand behind our offer for free video tech support to diagnose the issues free of charge. If an issue other than user error is discovered, we once again stand behind our offer for a full refund waiving all restocking fees.
  
  The statement about not being able to stream and is having a loss of income is untrue as the streamer has been live at the same frequency as before we conducted business, as can be seen here https://www.twitch.tv/queenreafer
  
  Again, we are sorry they are having issues and stand behind all offers made. 

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