Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ***** ********************, recived defective product OriginPC original arrived broken, replaced with rebuild with some of same parts visually same ****s. Never worked correctly they drug it out sometimes in shop for 3+ months sometimes 6 mo, they drug it out of warranty even though i never had a period with a functioning pc, that lost my competitor position in gaming comunity as a result, affecting my charity work as well via veteran organization. CRASHES NON STOP NOW, hardware errors, reformated almost daily, drive erros, power supply issues, ram issues, usb failures, crashed multiple times a day prior. Consistent hardware issues spent almost $7000 on this because my work. But never recived a functioning pc with lazzy repair team that doesn't check what to when asked, sent it back in forth half a dozen times with partial repairs and them knowing and admitting pssible other defective parts, sent it back with these same faulty parts over and over, but I saw a **** on the past card that made it obvious was same card. I keep having to rent a pc from other places to at least do maintenance work in my charity ************, I know it's been over a year but working product never recived. I would like a refund or something done about this, so I can actually buy a functional pc or have one made asap, if it was a car or refrigerator it would of qualified under lemon law. I email support but the keep changing tickets, and respons takes weeks sometimes months. To the point they half respond half copy paste.

  Business response

  12/19/2024

  Customers warranty expired in July of 2023; however, we did provide a replacement item and just offered an out of warranty repair at our cost for his troubles. 

  Customer response

  12/30/2024

   
  Complaint: 22642331
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  The product never worked and company was informed, as well as communicating this over and over, the initial product arived destroyed,  then replaced with a product assembled of some of the original parts from the destroyed model but it didn't function as advertised or even supposed to. They repeatedly brought back to repair but never did full part repair or replacement for the known problems, they would fix one part out of all the damaged ones and return, or just do a baisic system restore, one time inside was covered with greese and fingerprints, like someone had bbq, then they kept ghosting me, then would bring it back, several times technicians asked me not to report or send it back for at least 30 more days, I still would report it not working, them pushing it past warranty. I cought them using same parts, or not doing the repairs that were discused. I had originally asked for a refund but they kept asking for more time. Its been ongoing for over a year of them trying to dodge me and avoid refunding, with them pretending.

  Customer response

  12/30/2024

  Your order number is #******, Opc # ******-1 Because of this and an OriginPC **** *********-******* stating I had no RMA history, there are a lot more but this is the base almost monthly dating back constantly since purchase.
  2007736838,
  2005456754,
  360044691511,
  2007504661,
  2007579455 ,
  2005334853,
  2005388198,
  2005352324,
  2005366843 ,
  2005405028,
  2005456749,
  2005538844,
  2005505104,
  2006699823,
  2006844078,
  2006841762,
  2007736838
  message id: ********
  ****** *****, (Original handler for all the support and kept changing RMAs a few times it changed half a dozen times because msgs were getting so long)
  Lex (they/she/he)
  Technical Support Advisor,
  ******** *********,
  ****** *****,
  ****** *.,
  **** ******,
  **** *********-*******
  There were also phone calls to ****** and other staff dealing with this and more **** this is just some of them but if you look the correspondence never stopped, there is multiple msgs a month every month even when you guys ghosted me. But its solid correspondence and Origin acknowledging the pc wasn't functioning from date of purchase. Established by the Uniform Commercial Code (UCC) Section ***** it should still qualify for refund even outside of warenty

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a laptop from them 6 months ago for $2800, within 2 days of having it the thing crashed and the ** corrupted. Contacted them, went through all their steps, they told me they would send a replacement. They sent it to my old address on the other side of the country despite me confirming my new one with them. Made me find someone to forward it to me, then when it arrived, within 2 days it crashed and the ** corrupted. I wasn't even using it, it was just sitting idle. Contacted them, did their troubleshooting steps again, sent it to them for repair. I guess their team updates firmware and reinstalls ** before they actually diagnose, so my issue didn't show up right away and they sent it back as "fixed." I confirmed it booted when it arrived, but didn't really use it since I bought another computer while the laptop was out for repair. Two days ago I decide to use the laptop and within hours, while sitting idle, it crashed and the ** corrupted. I called support, left a callback, no one ever called back. I called again later and the person who answered told me that a refund is not an option. I asked to speak with someone who could give me more help, because if no one would help I'd have to go to the BBB or a lawyer to help me. This is apparently "threatening legal action" (I'd disagree) so they will no longer assist me. I'm supposed to expect a call from a manager, but no one called back the first time so I doubt they'll call until they see this complaint.I am done dealing with repairs that don't work and a support team that doesn't help. I paid almost $3000 for a product that has never worked as advertised, and yet they would only say that a refund isn't possible. I refuse to accept that they can take that much money from me, waste days of my life on the phone, writing emails, and mailing packages, and not deliver. I have bought several Origin laptops over the years but I don't trust their products anymore, I dont want a replacement or "repair", I want a refund.

  Business response

  08/27/2024

  We have reached out to the customer this morning via email and apologized for any inconvenience this may have caused and approved a full refund for their troubles. We are awaiting their reply.  

  Customer response

  08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and tentatively accept this resolution pending completion of the refund process.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a $9,000 ** from Origin back in November. I've had multiple issues since receiving it, first a fan broke, then I started having recurring video issues since January as well as RGB lighting issues, I paid extra for what they "Support" When in truth if you have issues with the *** all their technicians do is send you troubleshooting steps. I buy a custom ** every 2 years, and the rest of the custom ** sellers actually log into the ** remotely fix and diagnose the issue then get it. Had I known Origin charges extra for DIY support I would have never bought a ** from them. To make matters worse, I had a complete failure In May I was told I had to send the entire system back, on May 21st I told Origin My ** was ready to be picked up, and I was told I would get a call back from customer service to arrange for a pick up I waited multiple days and I never heard back, I called in and I was told by one of their reps that I needed to arrange a pick myself. I followed the steps they told me and I had to pay a fee to *** for them to pick up the system. Origin made me jumped through hoops to get this refunded, then when refunded it was credited to an old bank card I no longer have all due to lack of communication on their part. I had to wait weeks to get this refunded back. Origin received my ** on May 30th, then on June 21st they told me the ** had sustained too much damage during shipping and that they would replace it. 3 weeks to ***** the damage? I requested a call back from a supervisor who told me I would get updates every other day, this never happened and that my order would be expedited. It is now July 10th and I'm still waiting to receive the ** back. Origin takes up to a week to reply to emails and their support is very bad. I should have listened to Jayztwocents and Gamers Nexus. I will never be doing business with Origin again.

  Business response

  07/10/2024

  Good morning,

  We would like to apologize for the delay and the issue with your system. Unfortunately, when your system arrived for repairs, it suffered shipping damage and none of the components could be reused. This required a new system to be built and tested. Since these are custom built, liquid cooled system, it does take some time to assemble. We also recently moved our assembly facilities to another state which has also caused delays.

  I took a look at your ticket history and our agents did provide updates and a timeframe for your new build. Please keep in mind that our assembly facilities and our customer service departments are not located in the same building which does cause delays when providing updates to our customers.

  Your new build has been assembled and we are currently waiting for the tracking information and will have it sent your way shortly. Again, we would like to apologize for any inconvenience this may have caused. 

  Thank you,

  Customer response

  07/10/2024

   
  Complaint: 21967549
  
  I am rejecting this response because:
  
  I was never contacted by customer service to ship the system back. I had to take matters into my own hands, because of your incompetence. You received the system on May 30th, and did not decide you build a new system for me until June 21st. It took more than 3 weeks for a technician, to say they could not use any of the previous components? I only received two updates from your customer service staff after I was promised updates every other day by ***************************** the supervisor who called me. One update on June 27th and another one on July 3rd, both which were initiated by me. The customer service rep *************************** did not bother to send me any update without me actually asking. 
  
  It's been 41 days and I still don't have the system back. At this point I should just be asking you to keep it and give me a full refund. You'd think if someone is spending $10,000 dollars in your company that they would get better service.
  
  Sincerely,
  
  *******************************

  Business response

  07/15/2024

  Good afternoon,

  We heard back from the shipping manager, and they provided your tracking number which was delivered today. Your original systems warranty will carry over to your new exchange unit and will expire in November of 2026. Unfortunately, we will not be able to extend it any further than that as 3 years is the maximum time period allowed. We apologize for any inconvenience and hope you enjoy your new unit.

  Thank you,

  Customer response

  07/17/2024

   
  Complaint: 21967549
  
  I am rejecting this response because:
  

  It took 45 days for me to even get the ** back. I've been doing business with Digital Storm for many years, and the only time I had to send my ** back it was a 14 day turn around time. Their **s are also about 100 pounds heavier than yours. I expect the warranty to be extended at least by 45 days for he inconvenience. 

  
  Sincerely,
  
  *******************************

  Customer response

  07/19/2024

  The computer has issues again. Now it's not detecting one of the M.2 Drives. I received this PC less than 5 days ago and its already having issues. 

  Business response

  07/19/2024

  Good morning,

  The support team will be informed, and you will be contacted shortly about this. We apologize for the inconvenience.

  Thank you,

  Customer response

  07/20/2024

   
  Complaint: 21967549
  
  I am rejecting this response because:
  
  *** called me yesterday, and he couldn't replicate the issue. However the drive is gone again this morning and bios will not detect it. If I have to send the system back, you are keeping it and giving me a full refund. I will not wait another ******************************************************************* I've waited long enough already. 
  
  Sincerely,
  
  *******************************

  Business response

  07/22/2024

  We have been in contact with the customer and will be actively troubleshooting this issue.

  Thank you,

  Customer response

  07/22/2024

   
  Complaint: 21967549
  
  I am rejecting this response because:
  
  I received one call Friday, and I have not heard from anybody since. 
  
  Sincerely,
  
  *******************************

  Customer response

  07/23/2024

  Origin claims they are working with me on the issue, but it is now Tuesday and I have not heard back from them. I am at this point seeking a full refund for this PC, It has been nothing but issues since I got it. I am not willing to send it back and miss out of 90 days since I bought this product. If I don't hear from origin I will invoke lemon law here in ****** 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Link to main support email thread: ************************************************* Initial support ticket sent early march after troubleshooting it looked like it was a bad ***, so I started the *** process to exchange the **** To do this they needed to send me a link so I could place a downpayment for the replacement. To this day they haven't sent me that link. When I was tired of waiting for a link i ordered a new *** from amazon, installed it, and discovered the *** was not the issue. After all of this failed, I requested to send the ** back for repair, and there was another delay stating they couldn't locate a shipping container to send, so i asked if that meant they couldn't ship new orders either? All of this conversation + troubleshooting can be found in the email thread above. Link to current email thread after the above was closed:************************************************* The above link is the conversation around the new ticket for sending my ** in for service. I sent two packages back that day, 1 to return the *** to Amazon I bought to test the *** that Origin was unable to provide and 2 to return the ** to Origin. Both were delivered on Tuesday April 2nd. I have not had an update to even know if this ** arrived successfully much less what the status.Since then I have learned ASUS bios could be responsible for frying the *** slowly due to its default bios settings, which could explain why it worked fine to begin with, and then getting *** out of virtual memory errors later. see video: ************************************************ I also found out ***** has been having issues with the *** i purchased from Origin.******************************************************************************** Because Origin shipped me a ** with the bios configured in a way that could fry my *** I am requesting a full refund even though I am outside of the 30 day window. This issue could not have occurred in 30 days, so this feels reasonable to me.

  Business response

  04/12/2024

  We reached out to the customer and offered a full refund that we are currently processing. 

  Customer response

  04/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I financed a ** for Origin. For about a month now there has been no progress on my pc, and there has been a financing issue between Origin and the financing company. I have not gotten any answers from either company, and have only been left more confused when I actually talk to someone. It seems like my issue is not being taken seriously even though I am maying about $4,000 for a pc and $9,000 for the financing. At this point I feel like Origin is scamming me and wont be sending me the ** I am paying for. Nobody that I have spoken to has been helpful in any way. I had high hopes for origin, being associated with Corsair, but I am incredibly disappointed in this company and how they have treated me as a customer.

  Business response

  03/26/2024

  Good morning,

  We're saddened to see that the loan process has been less than stellar. It looks like one of our reps has been keeping in touch with you regarding your loan, however, unfortunately, there seems to be a payment discrepancy that still hasn't been resolved on your lender's end. We've touched base with them again since we can only begin the build once that's resolved, but rest assured that you're a priority to us and that you'll be reached out to again.
  
  Please don't hesitate to call as well. We're open every day for assistance. 

  Thank you,

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order placed: 23JUN2023 Amount Paid: $2,218.05 Origin committed to provide: A fully functioning latop Nature of dispute: Ordered the laptop 23JUN2023 and received it the very end of June. Laptop then started having "black screen lockups" in AUG/NOV23. Reached out to support the end of NOV23 for drivers to try and troubleshoot. Driver updates did not help, reached out to support 14DEC23 and they had me reload windows, which didn't help. Laptop went back for repairs and was delivered to Origin in 6DEC23. Laptop was returned to me 31JAN24...two months later and after minimal/no updates on progress other than me calling about it. Upon inspecting the laptop I found the graphics card was replaced with a lesser model and I was not told, nor compensated for this unauthorized change. I contacted support yet again and was told to send the laptop back and I asked for a full refund which they accepted to. Laptop was sent back to Origin 31JAN24 and they received it 2FEB24. Called three different times over the past 3 weeks and was told: it is being reviewed and accounting is processing the request, but that has been for the past week and half. I was told on the phone that I had to email them to reach accounting to get more of a refund status update. Has the business tried to resolve the problem: Technically yes, but it seems that I am only seeing movement with my persistent calls/emails about the issues. This whole process has been going on 4+ months and half of that Origin has had the laptop in their possession. RMA #: **********

  Business response

  02/21/2024

  We spoke with the accounting manager and we we're able to have the refund processed. The customer was emailed the transaction total as well as the transaction ID. The funds will be in his bank is a few business days.

   

  Thank you,

  Customer response

  02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution should not have come to be needing the BBB to get involved.  I feel that if I have not contacted the BBB, nor have I been constantly contacting the company no resolution would have been accomplished.  This 4 month process it has taken to get everything sorted out is absurd and I'll be rating the business a 1 star on BBB.  Thank you BBB for your prompt assistance in this matter.
  
  Sincerely,
  
  ***

• Initial Complaint

  02/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****** was placed 11/02/23. I was shipped a completely dead laptop to the tune of $3349.71. 2 weeks later I was shipped another completely dead laptop, order #******, to the tune of $3485.47. I have shipped this 2nd bricked laptop back and it was received by Origin pushing 2 weeks ago. Not a single person has reached out to me by phone or email to state what is going on with this laptop, when I can expect a new one/fixed one, etc. I have emailed countless times with zero responses. I have called yet no one answers the phone. High dollar purchase and I am being ignored. Origin and Corsair flaunt their customer service and support as being unmatched and excelsior when it is anything but. I paid for an extended warranty on this laptop and I can't even get them to answer the phone or answer an email.

  Business response

  02/16/2024

  We have informed the customer that his repairs have been completed and it will be shipping out shortly. We will provide shipping information once received from our shipping department.

  Customer response

  02/18/2024

  After filing this claim, Origin PC magically got ahold of me the next day. What do you know...? Thank you for your time. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This started with me having my PC sent in to figure out performance issues in November I've been having tried to troubleshoot with them I tried everything I could find myself that didn't help and they wanted me to ship the whole PC back which I did shouldve just dealt with them after it got to them I received an email from them saying I improperly packed it I followed the instructions that I read about took pictures and was told thanks for the pictures not that one of the inside which is where they said I didn't pack right I tried to explain that it was missing instructions I wanted my PC back I paid the $200 knew it would take forever or pointless to report them I never have before the money was to replace the motherboard and they was trying to get me to replace the Graphics card most expensive part saying it all was physically damaged then I got a message saying that my Graphics card still worked that I didn't have to replace my card wasn't until after I said I couldn't replace it how many people have they gotten that just payed when I got it back it didn't work for very long contacted thrm they sent a card that didnt fix it I didnt wanna send PC back after what happened somehow got talked into sending it back and with the right instructions it was packed properly now after a month they saying engineers couldn't find anything wrong now I'm mad enough to report them I can never afforded this kind of PC I'm on disability was a gift from when my dad passed I think I've been beyond patient all I wanted was my original performance issues fixed I didn't even ask for my $200 until now but it's been over 3 months since I first sent my PC to them for repairs just want a PC back without issues and my money

  Business response

  02/15/2024

  This system was repaired, and we believe the issue was software related. Once we reinstalled the operating system, it passed all of our test without any issues. We will be happy to refund the $200 shipping cost as well as extend his warranty for an additional 3 months for his trouble. We apologize for any inconvenience this may have caused. His system is being readied to ship back to him. 

  Thank you,

  Business response

  02/15/2024

  We have more information on this repair. We confirmed that *************** replaced the motherboard. We apologize for the miss communication. Please let us know if you have any further questions or concerns.

  Thank you,

  Customer response

  02/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  They have stated they will refund and they fixed what was needed so it can be closed

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought the original system on 12/28/2022. It arrived late with issues out of the box. I tried to update the drivers but several including the audio drivers, wouldn't update. The sound quality was terrible. I called customer support and I was told that I had to reinstall windows, without any trouble shooting. I found out this is the standard response from Originpc, they put the onus on the customer to reinstall windows. I refused and asked for an escalation and got someone who was knowledgeable and was able to get the sound working properly. However, a few months later there were graphics issues and the system was crashing. This time I did follow the customer service recommendation to reinstall windows. It didn't resolve the issue. The customer service representative changed things in bios and locked me out of my system. He didn't know how to get back in and freaked out and wouldn't transfer me to someone else. I ended the call, called back because I knew it would be a long hold time to get someone else, and eventually I found my bitlocker key using different computer and got myself back in. Eventually an agent answered the phone and told me that my cpu was fried and that I had to send it back in for repairs. Origin took weeks to replaced the system, and the new one arrived with same issues out of the box. They accused the shipping company of damaging it, and offered a replacement. A supervisor sent me an email asking if I would prefer a desktop because I had issues with the laptops. I was livid and shocked, I bought a laptop because I want a laptop. The new one just arrived with a windows message saying that I had to activate Windows in settings but settings was not available. I called customer support and was on hold waiting for a customer support agent for 2 hours and 23 minutes before I ended the call. I restarted the system and was able to activate Windows. However this system has the same sound issues as the previous two and the driver updates are failing

  Business response

  02/14/2024

  We received a BBB complaint from this customer last month using her full name. This will be the second complaint using a shortened version of her name.  We resolved the issue by exchanging her laptop for the second time making it the 3rd laptop she has owned. We believe the issue she is running into is being caused once she starts tinkering with the software installed from the factory as we confirmed everything was working as designed before it left our warehouse.

  We have also exchanged her system even though she was out of warranty as a courtesy. One of our senior support agents will be reaching out in order to assist with any questions she may have later today.

  Customer response

  02/14/2024

   
  Complaint: 21290274
  
  I am rejecting this response because: It arrived out of the box with these issues. I called the 24 hour support line immediately.  I was on hold for 2 hours during which I tried to update the drivers with the same program Origin technicians told me to use in the past.  It arrived BROKEN.  I did not tinker with anything.  I want a working computer.  What reason would I have to do this?  It's the same issue other people are experiencing, your systems components are not compatible with Windows and that is what we are finding out now that one of YOUR technicians called me back.  How dare you accuse your customers of tinkering?   Now I just want a full refund plus money for the time I've spend dealing with Originpc incompetence and victim blaming
  
  Sincerely,
  
  ***************************

  Customer response

  02/14/2024

  added a screenshot

  Customer response

  02/14/2024

  the technician I am working with right at this moment just spoke with the technician who installed my drivers and he ADMITTED that he didn't install one audio driver.  They are trying to *********** to a dropbox because that technician just left.  SERIOUSLY?   and you tried to blame me?  what kind of company is this?

  Customer response

  02/14/2024

  windows was installed improperly, as well as the audio drivers being not installed at all

  Customer response

  02/15/2024

  After talking with the technician who has been helping me over the last two days I am going to put a hold on this complaint and give Originpc the opportunity to work on the issues that this laptop arrived with.

  Customer response

  02/15/2024

  the only reason I am closing this case is because of one person at Originpc, ******.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a computer through ************************************** and since they were taking an unusually long time to process my purchase, i decided to cancel my order (before the item was ever scheduled to be shipped) and requested my money be returned to me. I initially sent a wire transfer from my bank account to their business in the amount of $1,832.75 on November 28th 2023. I requested a full refund of my money on December 12th 2023 and have not received my money back. I have worked with an **************** via email and he has stated that he has sent my request to support multiple times and updated my request with them and he has heard nothing back and they have done nothing to fulfill my request.

  Business response

  01/17/2024

  The refund was processed and issued yesterday January 16th. We also notified the customer of this.

   

  Thank you,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩