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I recently purchased a new MSI Apache gaming laptop for my wife as a Christmas gift on 11/26/15 for $1326.00. I paid an extra $69 for expedited shipping (ships within 2-3 days). From the first I noticed issues as it did NOT ship in 2-3 days, but rather 2 weeks later on 12/14/15. While I fully understand that its a busy time of year, that however is not my problem, if you cannot meet as advertised then you shouldn't be selling such a service as expedited shipping or should refund me the extra $69 I paid for it. But its gets worse....upon receiving the laptop on 12/17/15, and my wife opening it up on Christmas day, we turned it on, and inside of 3 minutes past the initial setup phase, it crashes. And I'm talking red lines across the screen, beeping and finally a black screen follow by a self power down. Now we have owned laptops in the past so we already had a cooling dock as well as the fans turned on, and it still crashed. So we rebooted it up and tried again, and this time it seemed to be working with no issues, so we proceeded to download wizard101 for my kids to play...no issues so far. But we noticed that when we tried to open up the web browser the screen would go black. So we again rebooted. Once on again we tried to play wizard and after 5 minutes of game play the black screen of death again, but ironically the browser now worked. We rebooted yet again, tried going on the internet and after 5 minutes the screen again went black. OK so after several attempts over the weekend, all ending in multiple black screens and self shut downs we decided to wait until Monday to call customer service and tech support. We live on the east coast and iBuypower is based in California, so we patiently wait the 3 hours time difference for them to open up this morning, and the second we call at 8:36 PST, it rings once and then goes directly to a busy signal. We tried their tech support line and get the same thing. This keeps happening all day long, and I mean all day. I sat and redialed at least 300 times, consecutively to no avail. This tells me that their phones have been down all day. So having no luck with the phone route we submit a text to their online chat feature via their webpage, and submit an email to their support team. Now there is where it gets really irritating...I inform the chat tech by the name of "Bradley" of my situation and he advises me to ship it back for repairs at ibuypowers expense. I say great, but I also want them to reimburse me for the $69 dollars I paid for expedited shipping since they breached our contract purchase agreement by shipping me a defective product. They flat out refuse. Now one would think that they would be apologetic for sending me a broken laptop, and would be eager to make it right and placate me since it was their fault I am shipping it back in the first place, but no, they refused to reimburse me $69 dollars, and to make it worse this guy then goes so far as to try to smooth things over by offering me a "free" game? Can you believe this ***? I then asked him what he expects me to play this game on since the GAMING laptop I bought from them for that exact purpose is NOT working? So we go back and forth for about 1 hour, I finally get fed up and ask to speak to a manager so he gives me the number of the same customer service that is continually busy. I ask for a DIRECT line to a manager, and once again I get the customer service 1-88*-462-**** this time with an extension. I ask him how does he expect me to call that when its perpetually busy? No response. So I ask once again for a "DIRECT LINE" and he gives me that number yet again, and when I tell him that's it NOT a diret line he keeps insisting that it is...can you believe this? So then I ask to speak to HIS immediate supervisor only to be me with the same 1-88*-462-**** with a different extension. And again I inform him that he keeps giving me the same customer support line that has been busy for hours. So again I ask him for his supervisors direct line, the number HE calls when he cant make it into work, and he says there isn't one. Unbelievable! Finally I ask him if he has any mental issues or if he is a bot or an actual human being, and he basically kicks me from chat! All this time mind you, my wife is continually dialing tech support only to get hit with a ring then busy signal every time. So Now I go on Facebook to their page, and send them a PM, and get no response. I post, on their page, and get no response. I go back to their online chat from their website and get back on with a online chat tech this time named "Lark", and he/she he tells me to get my windows disk and reinstall win 10. Ok, so we try this, which took several attempts due to freezes ups and crashes, and finally we get it reinstalled. My wife goes online and BAM inside of 5 minutes the screen starts getting those wavy red lines, and finally the screen freezes. She reboots it and goes online again, and a few minutes later we get the black screen of death again. So now I put another chat request in with their online tech guy and tell him this time I want to send the machine back and get a full refund. Some guy named "Matt" this time, tells me that not only will I have to pay for it to be shipped back but that they are going to charge me an ADIITIONAL $49 fee for the unpacking of it!! Outrageous!!!!! I inform him that I will do no such thing, that not only am I entitled to a full refund but that ibuypower is obligated to pick up the shipping cost because they breached the purchase contract by shipping me a defective product, in the first place! He flat out refuses and disconnects me from chat. So I submit to chat one again (all the this time my wife still trying to call in to customer service and getting the 1ring/busy signal). So now I'm starting to get really angry, this is NO way to conduct honest business. I paid perfectly good money for a brand NEW, fully working Gaming laptop, and THEY did not produce as agreed upon in our purchase contract but instead sent me a piece of junk that doesn't work. Therefore I should NOT be liable for any shipping or additional fees as I originally paid a shipping fee and got a DEFECTIVE product! But this guy then tells me that as a "favor" he's going to waive the $49 dollars but still refuses to pay for return shipping, despite the fact that I PAID for them to ship ME a working product that turned out to be DEFECTIVE in the first place. After I inform him that what he is essentially doing is ILLEGAL, he begins to get short with me and sends me a link to their Warranty. I read it, but nowhere does it say that they are free of liability for sending me a DEFECTIVE product. And aside from that, its just good business to make a customer happy, and make things right. Bear in mind, the cost or return shipping for me will be around $70-100 plus what ever the insurance from FedEx will be, which is usually around an additional $100. So I inform him that if ibuypower refuses to acknowledge that they're in breach of contract I will be forced to take this to small claims court, he then disconnects me. So I try to get back in queue for the online chat only to be timed out because their customer support close at 5pm pst.

Next day I go through pretty much the same thing and also file a complaint via their homepage. I get the typical run around, and their 888 number with extensions. Finally the following week I manage to get through to customer support, and I speak to "Brad", after several minutes of arguing he finally agrees to send me an RMA for return shipping and that I will be refunded the full amount of $1395.00. We send it our on 1/4/16, they receive it on 1/8/16. I wait until 1/19 and still no refund has appeared in my bank. I call them and they tell me that it was "just processed" and I should see a full refund in 1-3 days. I wait over a week and still no refund. I call back repeatedly for the following week with them telling me that they credited by bank and its for my bank to pay me, but they refuse to give me any confirmation number. I called my bank and they have received no such credit from them. I call back and am hung up on repeatedly, I call a supervisor and am told that there was nothing wrong with laptop I sent back, which is just silly. He then tries to tell me that I will have to pay for return shipping and that I when their rep told me I would get a full refund, it was a "misunderstanding". Having at this point reached the limit of my patience I hung up and sought legal options. I contacted the Better Business bureau, consumer report, my lawyer, several online media for consumer advocate groups, and called my bank and opened a fraud investigation case against iBuypower. I notified them via email that if they did not refund me my full refund I would take legal action, being fully prepared to drive to California to sue them in small claims court. They ignored me, and still have not given me my refund. Finally on feb 1 I informed them that I will be referring this to my states Attorney Generals office for a fraud investigation as they now possessed both my laptop AND my money since 1/8/16 and have refused to refund me. As of 2/4/16 they finally paid me a full refund. This is what I had to go through to get my money back because they sent me a defective gaming laptop.

My advice: Stay the *** away from this company unless you want defective products, horrible customer service, and a great deal of stress.

Reason of review: Poor customer service, defective merchandise, badquality, and shady business dealings..

IBUYPOWER Cons: Shipping time, Handling of the order, Warranty loop holes, Building time, Warranty.

Location: Schenectady, New York

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