CyberPower Systems (USA)

Mr [redacted] submitted a claim with CyberPower Systems (USA) inc on 7/13/ I spoke with Mr [redacted] 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 [redacted] Claims Manager

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: The response is almost comical, and it IS completely nonsensicalAll the power being drawn by the PC and monitor had to pass through the UPSAll the components are of exceptional quality (unlike the "Cyberpower Brand) and were relatively new at the time of the incident.I firmly believe the UPS DID fail to perform its stated purpose, which was to provide consistent and 'clean' power to the connected equipment, in addition to protecting for surge! Because their 'internal testing' shows no sign of a surge passing through the unit, this does not (if they can be believed anyway) address the observed failure on the unit > volts and an error code!Cyberpower might as well be suggesting some magical gremlin got into my PC and re-wired it to fail in just such a waythat the power supply (directly connected to UPS) and the motherboard failed, but the graphics card (and MB components connected specifically to those components) survived while passing a damaging current onto the monitor via the DisplayPortThe monitor of course also being DIRECTLY connected to the UPSThe Law of parsimony applies (i.eOccam's razor) in that the simplest solution is the most likely > In this case the UPS unit either passed a damaging charge to the connected equipment or that the sudden loss/switch off of power of the UPS resulted in the damage of the monitor and PC components listedAs stated, the UPS has circuitry designed to protect equipment from sudden power failure but switching to the battery pack, however I'm guessing that mechanism somehow failed in this case resulting in the damage.Furthermore, if the behaviour I described is consistent with an "Overload of the UPS" as stated by Cyberpower in their response, how is cutting power to the electronics consistent with their own "Connected Equipment Guarantee"? Clearly, if this is the function as designed, than in this case it was likely responsible for the damage caused to valuable components.If this is there reasoning, it would appear they will resist paying a claim under any circumstancesAny electronics plugged into the unit can be blamed for its own failure, therefore they will never pay on the "Fake Guarantee"Buyer beware!

Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ Customer has not contacted our office to ask for an engineer report, which we can mail out todayIf this is something he would like to see, we will get this right out to himOur units are designed to show if a surge has passed through and in this case it did not Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did email asking for such a report if need I can send proof that I did send the emailBut yes, I would like to see the engineer reportThe UPS wouldn't even turn onIt attempts to but doesn'tLets say there was no surge but it doesn't work as expectedin this situation can't the monitor/TV get damagedIt was plugged into the battery side and should have stayed onBut it didn'tMy best guess is the surge went off and on quickly when it wasn't suppose to resulting in the damageAgain, I say all this because 1)the TV was working 2)the UPS wouldn't even turn on (please tell me you tested this)! Final Consumer Response / [redacted] (3000, 16, 2016/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please send itIs it the same one that I sent you? Lets see Hard to trust CyberPower nowMakes me wonder if APC is the sameJust ridiculous and dishonest [redacted] Final Business Response / [redacted] (4000, 19, 2016/03/09) */ We are pleased to hear that you received the videoAs demonstrated, the serial number shown is the same one you wrote on your claim forms and verifies this is the same unitThe battery that was first tested, and showed a 5.9V reading, is the one that was returned in the unitThis reading level indicates a battery with little power in itIn order to complete comprehensive testing on how the unit would perform with a charged battery, we used another battery that had a reading of 12.4VThe unit was again tested and showed the unit to be in working orderUnfortunately, there is nothing more we can do for this matterThe demise of your TV was not caused by our unit

We had a message from customer on October 22nd at 1:41pm on Saturday, which we are closedHis call was returned the following Monday by one of our tech, to help him with his issueCustomer was unavailableWe will attempt to call him again today, to start his claim

Final Consumer Response / [redacted] (2000, 6, 2015/06/29) */ CyberPower Systems sent me the correct product replacementPlease withdraw the complaint

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ It is stated in the warranty which is in every box and very transparent that a receipt is required in order to make a claimIt is stated as followed: Provide reasonable proof of purchase (for example a sales receipt)that establishes you as the initial customer of the surge suppressor We do need to follow our warranty to be fair for everyone

I am rejecting this response because: That is not what occurred at all and the claims person, Shelby, was extremely rude and defensive when all I was doing was trying to get a claim goingThey can send me whatever is needed to fill out and start the processMy equipment was damaged by their product and does not fall under manufacturers warranties, by the wayI also have the email suggesting I file a claim with homeownersI will only be filing a claim with the culprit's company, CyberpowerUntil the process of the claim is completed and satisfactory, I will leave my complaintThey have all of my information to continue the claim

I am rejecting this response because: You are missing the whole point The issue here is not the reading but the actual run time For example loading it with watt should give a run time more than min as imply by the estchart you supplied In reality, the UPS will shut down at 99min by itself even if it's battery has plenty of capacity left There is writing that you speak of that the maximum run time for this UPS is min.I also disagree with you how customer uses UPS There are many users out there purchase UPS for the sole purpose of keeping their modem and/or router up and running during long black out.When I have time, I will surely post a video of the review and result of my finding on youtube and Amazon and Newegg as suchSince you don't seems to understand the current customer's need There are a few reviewers likely have the same problem and reported that your unit simply would not hold charge.I still insist you place a warning label on your unit that specify your UPS will stop running after min regardless of battery capacity when load is under watt or something similar

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ As is typical with any technical support case, we attempted to troubleshoot the problem and investigate the source of it, as it was unclear what exactly might have happened to the customer's connected equipment or if it was damaged by our productAs is also typical, we normally would offer to have the unit sent to us for testing to see whether it did or did not cause damage to the customer's equipmentBefore it escalated to that point and before we completed standard troubleshooting steps, the customer requested the contact information of our legal departmentAs soon as potential litigation is mentioned by any customer, it's our policy to cease communication and allow the customer's attorney to contact our legal department before proceeding any further Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) CyberPower never attempted to support there product at all we exchanged a few emails and the sole resolution of there support department was to blame the meter testing there equipment at no time did they even mention sending the equipment to there company, Basically they market there item with this great warranty then when there equipment causes damage (no surge or power issue) they attempt to push the claim under the rugA quick search on google will show Cyber Power is known for trying to defraud there customers asking them to send units in for review then stating unit functions as and either never returning the unit or returning a different unit making it impossible to prove the fraud there is also many known issues with there equipmentWe requested legal department info as they were unwilling to assist in this issue in any way other then to blame the Electrical Companies & electric contractors testing equipment , Which makes no sense as if the PC picked up Under-voltage and the power professionals ( Florida Power being one of the largest in the USA) They also refuse to give information how to contact a legal department both over the phone or in emailAs you can see this is a case of completely trying to duck and dodge there responsibilities Final Business Response / [redacted] (4000, 17, 2016/01/08) */ Response from Cyber Power Systems (USA), Inc.: Cyber Power Systems (USA), Inc("Cyber Power") takes Revdex.com ("Revdex.com") reports very seriously and is committed to providing quality products for consumersCyber Power investigates each Revdex.com report and encourages its customers to provide additional information about incidents and also return the product to its warranty department so that investigation and testing can be performedCyber Power has contacted the consumer who made this report consumer and requested the product in question in order to perform an examination and test the product, but has not received the product or been given the opportunity to examine itThat said, based on the limited information provided, Cyber Power does not believe that the product in question contains a defect Final Consumer Response / [redacted] (2000, 19, 2016/01/18) */

Cyber Power Systems, Inc(USA) (“CyberPower”) takes product safety issues very seriously and is committed to providing quality products for consumersWhile Mr [redacted] experience which led to the consumer’s complaint is regrettable, CyberPower has swiftly responded to the consumer by retrieving the product, testing the product, and assuring the customer the product did not failThe consumer voluntarily sent the device back and received a replacement unit at CyberPower’s expense CyberPower does not send alleged defective products back to consumers to protect itself from tampering, destruction or improper disposalCyberPower retains all allegedly defective products as part of the warranty program and to meet requirements and obligations set by the U.SConsumer Product Safety Commission guaranteeing safety standards are met

We spoke with Mr [redacted] on 12/and 12/ He told us he had a unit with a lifetime warranty that had been exchanged by us and the new exchanged unit was malfunctioning The first Agent he spoke to requested some documentation from Mr [redacted] to establish that he indeed had purchased the model with the lifetime warranty that was sold in Mr [redacted] told us he did not have any proof of purchase We also did not have a product registration for the lifetime warrantied model.When he called again he explained that a note had been put in his records stating that he had a lifetime warranty With this information we were able to locate a registration under his name for an entirely different model that did contain a short note that a lifetime warranty had been offered We diagnosed the problem with the current product to be a worn out battery and sent him a replacement battery.Our warranties have always been for repair or replacement at our option Providing Mr [redacted] a new battery to restore his unit to proper working condition satisfies our obligations to repair his unit

I am rejecting this response because: They have not addressed my concerns that is is Cyberpower's own employees who determined this How do I know they are telling the truth? They cannot prove that this unit is not responsible except by their own words Even should they send out the faulty battery I sent them how do I know it is really the one I sent? This is their "clever" way of refusing to honor their warranty.I cannot go through Asus computer warranty as it is not valid at this time It absolutely was the Cyberpower battery failure that damaged the motherboard They do not want to accept this because they do not want to pay me money for my damaged computer - it is that simpleThey should be investigated for advertising of their "year $200,warranty" so prominently displayed on their product

I am rejecting this response because:I reviewed all Verizon call logs from that monthThere are no return calls from CyberPower, nor did I get any voicemails from anyone about this claimAttached is the receipt for the CyberPower unit as they requested

We would like to show where the Homeowners communication was established in this email, here is a copy and paste of the question:Per the warranty, we do not pay replacement cost for damaged equipmentWe offer blue book value, and you will need to file a claim as wellWe need to make sure that our unit is at faultDid you have other items in your home that were damaged? Have you filed with any insurances, for instance homeowners? Do you have receipts for all damaged equipment, including the CyberPower unit?and here was the second exchange:We have a right to ask you if you have filed with your homeowners insurance, because you cannot do bothNowhere in this thread have we asked the customer to file, we needed to know if she hasWhen a customer has a surge many items in their home become damaged and they file under the homeowners insuranceWe ask, because you cannot benefit twiceI will be emailing customer the claim forms to get her claim started

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Our engineers did retest Mr [redacted] 's unit a second time and has still tested in good working conditionThey did thoroughly test the unit and no signs of a surge passing through was shownWe are not saying he does not have damaged equipment, just that this was not due to our productMr [redacted] had many things plugged in which four items were still in working conditionLeading us to believe something more happenedHe did have a cable modem plugged in so its possible there was another way of entry Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) How can they prove that this is the case? How would the scanner be damaged if it is only connected to the power supply and not the modem? The whole process of providing insurance for connected devices hinges on Cyber Power testing at their facility and we are supposed to just trust them It seems like a scamIf I could figure out any other way that the power surge could have affected the equipment, I would be at their mercy here, and left to just trust them, but I just don't see how it did not go though the surge protector Also my breaker was tripped at the panel, which leads me to further believe the power surge came through the surge protectorAnd It also seems unlikely that a power surge could come through the cable line, which was undamaged, kill the modem, go into the computer and totally fry itAnd then how would it get to the wireless scanner from there? Final Business Response / [redacted] (4000, 9, 2015/10/29) */ CyberPower units are designed with features that make it evident when a surge has defeated the protectionThe UPS was thoroughly tested and no surge went through the unitWhatever the source of the damage that caused the failure of the connected equipment, it did not pass through the CyberPowerWhile we regret that your equipment was damaged, we cannot apply the warranty when the damage did not reach the equipment by passing though the CyberPower