CyberPower Systems (USA), Inc.

The customer was emailed claim forms which specifically state to return paperwork and unit within days on 5/12/I did send him a reminder email on 5/24/2017, to get them inHe was sent a denial letter on 5/31/which he received on 6/2/2017, and at that time we still had no product or filled out claim formsWe need to follow this policy and procedure for each and every customerWe will be keeping this claim denied

I am rejecting this response because:
they are lying I have many emails from them on many different days and at this point from all the emails they have sent me I would like to have it tested by some independent company where I can get an honest test done from they way they are acting I beleive they wiil tell me nothing is wrong with it I am willing to even send it to you at the Revdex.com to have it tested I just don't want it to be them who test itI wanted to attach all the emails from the different days but I am a disabled old lady and I can't figure out how to do that

I am rejecting this response because: It does not adequately address the section of the warranty
that financially covers damaged property used in conjunction with the
Cyberpower device. No evidence has been
provided to show that Cyberpower found no surges passed through their
device. On the contrary, overwhelming
evidence supports my claimI can obtain
witness testimony from an electrical power utility company, a professional
electrician, and myself as a professional electrical engineer, as well as written
testimony from ‘*** ***’ that not only did a power surge occur, but the
television and router plugged into the Cyberpower device were damaged as a
result. Please honor the warranty and compensate
me for the peripheral equipment that was damaged.
If not, please return the item in question to be entered in as evidence
for a court hearing

The moment Ms*** emailed our company that she had a damaged television, she was emailed claims forms to fill out and was send directions to send back her surge protector for testingThis was just todayShe has not had time to send anything back at this pointShe does have all the required
paperworkSo we are just waiting for her to fill it out and send back her surge protector

Mr*** claim was given to us the manufacturer on 5/8/2017, he was emailed the same day regarding his claim to get it startedMr*** was a difficult customer from the start he did not want to follow any company policies or procedures unless he was escalated to the top, which there was no
reason to He was emailed the paperwork, and reminded several times that he had days to get the paperwork and unit back to us, which we did not receive in the required timeIt is our policy and decision that he is denied because of this

CyberPower responded in a timely fashion and performed appropriate investigation under the circumstances. Although, the loss of Mr***’s equipment is regrettable, it was not the result of a surge going through CyberPower’s unit. We will not be providing him payment for the damaged equipment

Shelby *** is the Claims Manager and handles all escalated claims callsShe makes the final decision on all claimsCyberPower has demonstrated that there was no voltage spike coming out of the wall into the UPS and exiting through the output power sockets of the unit. Having determined that the UPS did not malfunction or fail to function as advertised we have completed our obligations under the terms of our connected equipment guarantee Bob ***Claims Director

CyberPower responded in a timely fashion and performed appropriate investigation under the circumstancesAlthough, the loss of the connected equipment is regrettable, it was not the result of a surge going through CyberPower’s unitWe suggest reaching out to the computer manufacturer to receive
warranty service

Our connected equipment guarantee applies to the protection that the UPS offers from lightning strikes and surges entering the customer premises and passing through the UPS in to the protected equipment. As with any power protection device it can not stop connected equipment from wearing our
due to old age, or malfunctioning due to manufacturers defect or failure of internal components.Our testing of the product confirmed what the customer has stated. No surge passed though the UPS. This UPS did not fail to perform its stated purpose. It remains in good condition and is able to provide battery backup when power is interrupted, and prevent excessively high voltage from passing through the UPS.A) The behavior of the UPS described by the customer before, during , and after the event is consistent with an overload of the UPS. The power consumption of the connected equipment rose so high it triggered a safety feature in the UPS which caused it to cut output power and sound an alarm. When the unit was reset the load was once again within specifications and the unit started up accordingly B) Because the monitor connects to the computer via the video cable a short circuit in either of those components could have caused damage to the other without passing through the CyberPower UPS at all. A short circuit in one of those components would also have caused the UPS to go in to overload mode. But we are not responsible for determining the cause of the customers malfunctioning computer and monitor.We can demonstrate that there was no voltage spike coming out of the wall in to the UPS and exiting through the output power sockets of the unit. Having determined that the UPS did not malfunction or fail to function as advertised we have completed our obligations under the terms of our connected equipment guarantee

When our customer wrote in to file a claim under our Connected Equipment Guarantee, she was not told file anything with her homeowners insuranceWe ask all customers "if" they haveWe are secondary to all insurances and warranties which is the reason we ask the customer if they filedThis
customers damaged equipment is brand new and still has a manufacturers warranty, which we are secondary toShe was told she needed to utilize this warrant firstOur customer Is more than welcome to file a claim with us, but she will need to send her unit in for testing, and fill out the proper forms to get her claim startedWe will then have our engineers test her unit and if it shows that a surge has passed through and our unit is at fault, we offer fair market value of the equipment

CyberPower responded in a timely fashion and performed the appropriate investigation under the circumstances. It is important to us to follow our policies when evaluating every claim Unfortunately, we did not receive the required documentation or damaged equipment prior to the
deadline expiring and closed the claim per our warranty and connected equipment guarantee policy

I am rejecting this response because:I did purchase a unit with a "lifetime" warranty. After the first system failed I went to the companies location for a exchange I even made sure my warranty information was stored by them. They failed to keep my information updated in their records as they upgraded their data systems. First time I called the customer service person said there was no such thing as a Lifetime warrantyAfter speaking to a number of people at Cyber systems I was told that yes they did find something that stated Lifetime in old records of my original purchase. I was contacted by cybersystems and was told they would send me a replacement battery for my current unit but there would be no "lifetime" warranty after that. This is another company that doesn't stand behind their sales afterward. The fact that they did find in their records that I did indeed purchase a unit sold with a "Lifetime" warranty and then to say that they would be honoring the warranty later shows what kind of business it is. I'm pleased that they sent me another replacement battery but upset that they would refuse to honor a product warranty. One of the number one selling points for me was the "Lifetime" warranty

Mr*** submitted a claim with CyberPower Systems (USA) inc. on 7/13/ I spoke with Mr*** and explained the entire claims process with him in what was a pleasant conversationThere were some delays in the delivery of the claims paperwork and replacement unit but both were
delivered via UPS on 9/14/2016.Thank you,Shelby ***Claims Manager

I am rejecting this response because: I really do not like being called a liar you noted that you take "each" Revdex.com report serious meaning you must have many other people that has been done like me thank you for that information and how do I know this unit wasn't damaged I didn't get to take it and have it checked you had me send it to you and just because you got it to work still doesn't mean it protected my computer it may have protected itself but it didn't my computer I have a surveillance video of the storm that night and im sick and tired of your company trying to insinuate that my computer wasn't plugged into your unit now the fact is this Revdex.com can go on forever back and forth and back and forth let me know now if I need to go to a higher level with this matter it may cost me more than my computer was worth but hey it wont be the first time ive wasted money trying to protect myself will it?????? I am not stopping or giving up nor do I wish this to happen to anyone else

CyberPower understands that Ms*** is frustratedWe have attempted to address her concerns and have provided her a replacement unit per the product’s warranty When consumers use electronic equipment in combination with other electronic equipment and devices, they don’t always anticipate how energy could be transferred from one device to another. On Ms***’s claim form, and during her call to CyberPower’s Claims Department, she stated that only a desktop computer was plugged into the CyberPower surge unit. Ms*** provided her unit to us for testing and it continued to clamp voltage as designed. It is our deduction that the computer suffered damage due to the electric surge that either came through the cable modem line or another connected device that one might use with a desktop computer, such as a monitor or printer, that were not plugged into a surge unit. To avoid such transfer of energy, and to have a surge suppressing unit work properly to protect electronic equipment in the future, it is our recommendation to have all connected electronic and cable devices plug into a surge unit prior to having them connected to another electronic device Although, the loss of Ms***’s computer is regrettable, it was not the result of a surge going through CyberPower’s unit

Per our records we show Mr*** called in two times on the dates of 5/31/2016, and 6/6/2016, and both calls were returned and voicemail's were left on the dates of 6/1/at 10:07am and again on 6/7/at 3:09pmWe would be more than happy to start a claim for his damaged equipment under
our connected equipment guarantee if he qualifies with the necessary proof of purchases

I am rejecting this response because: The company denied my claim before I could send in my surge unitI was informed my claim was deniedThis was only days after a representative of the company requested my surge unit to be shipped on 5-24-I was denied of shipping my unit for the warranty and protection coverage I was discriminated against the day policy I am seeking my warranty protection to b honoredRenell

Mr.*** *** provided his unit to us for testing and it continued to clamp voltage as designed and did not show damage that a surge went through it. Attached are the results of the testing It is our deduction that his connected equipment suffered damage due to the electric surge that came through the cable modem line or another connected device that one might use with a television or router, that were not plugged into a surge unit. To avoid such transfer of energy, and to have a surge suppressing unit work properly to protect electronic equipment in the future, it is our recommendation to have all connected electronic and cable devices plug into a surge unit prior to having them connected to another electronic device Although, the loss of Mr*** *** equipment is regrettable, it was not the result of a surge going through CyberPower’s unit

Cyber Power Systems (USA), Inc(“CyberPower”) takes Revdex.com (“Revdex.com”) reports very seriously and is committed to providing quality products for consumers. CyberPower investigates each Revdex.com reportThe consumer provided the unit to CyberPower for testing and it showed no signs that
a surge passed through it and is still in good working order CyberPower responded in a timely fashion and performed appropriate investigation under the circumstances. Although, the loss of Ms***’s computer is regrettable, it was not the result of a surge going through our unit

I am rejecting this response because:As indicated in my initial complaint I did not have any peripheral devices connected to my computer that a surge could have entered throughI print and connect to the internet wirelessly. CyberPower admits that their device did test as being faultyPerhaps the cause of damage was generated at the faulty battery rather than before any failure detection technology they haveIn my research I have discovered that this is their standard response for most claims: "there are other ways of entry"Maybe the other way of entry was their faulty battery sending too much power to my computer.I asked to speak to a supervisor/manager or anyone else in a higher position even if they were outside of the claims departmentThis request was repeatedly ignored and responded to with rude and condescending remarks.The claim that I became verbally abusive is completely unfoundedI have attached our entire email correspondence in a PDF file for Revdex.com reviewThis claim is dishonest and in fact quite the opposite occurredI would request that CyberPower provide evidence to support this attack on my character and professionalism.The only person who actually spoke over the phone with Shelby *** at CyberPower was my assistant, who also never became verbally abusiveWe only became astonished when Shelby *** continuously denied his requests to speak to anyone else other than her before hanging up on himPerhaps they have a recording of that conversation they'd be willing to submit for the Revdex.com to listen to, I am confident that anyone who hears how Shelby *** spoke to him will be taken aback.The final email from Shelby *** in the attached email thread PDF is the unsolicited response to his phone call where she tauntingly asks if she should update my phone number to the one he called from.I would like to communicate directly with someone in a more executive position at the company