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TLDR: iBuyPower sent me a dead PC, it was supposed to be a Xmas surprise. I returned it, they wouldn't pay for return ship & insurance. I filed BBB claim, they now claim they don't have the PC. I have shipping record, "Oscar" signed for it on Mon 29 Dec 2014 09:28 AM.

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9/2/2015 - case filed.

Case Description:**

Purchased new PC as a Christmas gift. PC arrived dead, it would not work. iBuyPower refused to cover shipping of returning the PC.

In November I purchased a new PC from iBuyPower. The PC arrived on December 15. It was meant to be a Christmas gift for my sons. I set up the PC on December 20, to have it ready for my sons on Christmas morning. The PC would not start up, it was dead. I couldn't give my sons a non-working PC for Christmas. I ended up having to buy a PC from a local business. The frustrating part is that iBuyPower refused to pay for the shipping to return the non-working PC. Additionally, the iBuyPower customer service rep refused my request to bring into the conversation another rep to help resolve the matter.

Desired Resolution:

I'd like a refund on the shipping & insurance I paid to have the non-working PC returned to them. ibuyPower would only cover shipping if I sent the item back for repair. if I did that, I wouldn't have a present to give to my sons on Christmas morning. The whole reason I bought this was as a surprise present. I expect their PCs to work. Why didn't they offer to go the extra-mile for the customer and overnight a working PC.

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9/8/2015 - response BBB received from iBuyPower.

The customer refused to ship back our PC and instead opened a chargeback with their credit card company. Unfortunately we do not have the money nor our computer. Only the customers word that it doesn't work..... 9 months later. And they want an extra credit.

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I was able to indicate on the site that I did not accept the response from iBuyPower.

Below is my reply.

9/11/2015

The response from iBuyPower is an outright lie. I most certainly did ship the computer back to them, I paid for the shipping myself. After my experience with iBuyPower customer support, I was worried I wouldn't get the purchase price refunded. This is why I opened a chargeback with the credit card company. This amount was only for the purchase price and did not include the shipping I paid to return the computer. Here is the email I sent to iBuyPower regarding this:

"I've contacted the credit card company, Citibank, to request a stop payment / refund, to ensure this return goes correctly. I am not interesting in having the computer repaired, as this is a Christmas gift that we need to have ready on 12-25-2014, 4 days from now.

I'll pack up the computer and the additional included accessories (mouse, keyboard, headphones, power cord) to prepare for shipment back to your company.

I was very excited about this computer, both for my self and my sons. I wish this would have worked out better for everyone."

Regarding iBuyPower stating they do not have their computer, here is the details of the shipment, including delivery date and who signed for it.

Carrier:UPS

Tracking #:1Z2R903E032014****, Shipment ID: MMWT5GYEWUMBT

Ship date Monday: December 22, 2014

Delivery date: Mon 29 Dec 2014 09:28 AM, Signed By:OSCAR

Online tracking info: https://iship.com/trackit/track.aspx?t=1&Track=MMWT5GYEWUMBT&src=_e

I do not want an "extra credit", I want the money I spent on shipping and insurance for returning a defective computer. It arrived, didn't work, so I sent it back. Now iBuyPower is claiming they don't have the computer, despite the shipping record info I just posted. Please refund me the shipping and insurance

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Reason of review: Damaged or defective.

Location: Kansas City, Missouri

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