"Anna Hsu,
CEO at Computer Upgrade King
Richmond, Virginia Area

Dear Ms.Hsu,

On December 4th 2018, I purchased a CUK ROG Zephyrus M Notebook for $2499.99 including a year warranty. On October 5th 2019, the SSD malfunctioned. On October 7th, I contacted support (cc) to inform them of the issue. Christopher Murray (cc) responded requesting the serial number, which I provided. On October 8th, he walked me through troubleshooting it, which didn't fixed the issues. We tried this, back and forth for several days. Eventually he provided with a copy of an RMA in order to send in my computer for repair. I sent my computer on October 9th, through UPS. On October 16th, I received an email from Austin Oakes (Research & Repair Manager at CUK) (cc), where he informed me that the repairs where completed successfully and my computer was ready to be shipped back to me. I provided him with my address, and he mailed my computer back to me. On October 21st, I received my computer physically damaged with 2 broken pieces. I immediately emailed Christopher Murray informing him of the damages and attached pictures of my computer's damage. He replied by asking for a picture of the box, which I complied. He informed me he will file a shipping claim, and likely UPS will come and inspect the unit. 8 days later, on October 29th, I got an email from Christopher, letting me know he will update me once he had more information on the status of the claim. I waited a few days, and on November 4th, I wrote to Christopher letting him know that I would be leaving the country soon and I needed to know how long the process would take and if there was anyway for me to speed it up. He replied by apologizing for the delay, and informing me that based on a conversation he had with UPS, the claim would be paid. He wrote: "...this in mind, i am going to get a new unit pulled and build for you to get you back up and running." I replied with my address expecting to receive my new computer promptly. On November 5th, Christopher emailed me letting me they did not have a replacement for my damaged unit, but he was waiting for parts to repair my original computer. I found this very odd, since UPS had already paid the shipping claim. Later on the day on November 5th, I received an email from Anthony Iverson (cc) informing me that the ASUS portal use to order parts was undergoing maintenance therefore they were unable to order the replacement parts for my damaged unit. On November 8th, I emailed Christopher to ask for any updates. Jesse (no last name - Customer Service Representative at CUK) send me an email informing me they were waiting for the parts to arrive by the following week, and once they did receive it, they will repair it and send the unit back to me.

I consider myslef a very patient man, I have paid fully for a computer and a warranty. I followed all the instructions and completed all the forms. It has been 9 DAYS since the last time I got any information from any of the above mentioned employees at CUK. At this point, it's been more than 45 days dealing with this simple repair. This lack of professionalism and inability to fulfill your company's end of bargain has caused extreme damage to my livelihood. I am soon to take a years long trip and it is imperative I take my private property with me. Property I might add, that has been fully paid by me and by the UPS shipping claim.

Ms. Hsu, giving the blatant inability of your employees to complete their work in a professional, honest and timely manner, I am writing directly to you in hope that at least one person has the intention, capacity and managerial skill to complete and solve this present issue. My computer is how I make my living, 45 days without being able to use it and the days that will follow this email are only gravitating the economic damage I am sustaining.

At this point, and giving that the computer has been paid twice, all I ask for is a complete and full refund.

I urge you to take quick and swift action to solve my problem.

Sincerely,

Jesus Gamarra"

"Superfast computer for daytrading really great great customer service very friendly very helpful highly recommend"

"I needed help getting my laptop fixed. They took it straight away and due to the issue was sent back to the manufacturer. The whole process was very long due to its nature, but the customer service representatives were extremely helpful in both explaining the process and walking me through the steps they were taking along the way.

They also make good upgrades to laptops and PC."

"If possible, I would give 6 out of 5 stars or 11 out of 10 stars. I have nothing but a great experience dealing with this company. First of all, I love my Gigabyte gaming laptop I bought from them and it was smooth sailing from inquiry to purchase to delivery. But that was over 3 years ago. Just recently. Recently I started having problems with vertical lines on the screen and then it just went black. I contacted Computer Upgrade King saying I know this is beyond the warranty period, but I just want to see if I could get the issue fixed. They asked questions and talked me through some possible fixes I might be able to do myself. After those were unsuccessful, they said I could mail it to them, and they could give me a price on fixing it. After doing so they stayed in communications in a very friendly and professional way explaining each step of the way. Finally, they let me know it was a mount on my display cable and they had fixed it free of charge and were shipping it back to me free of charge. Remember this is outside the warranty, and they could have said it was blah, blah, blah and would cost $329 or something and I would never have known. I would have paid it because it was a $1700 laptop. I think this speaks volumes to their business practices and business ethics. I wish other companies could take lessons on how to do ”Customer Care” Thank you Computer Upgrade Kings!"

"I am extremely pleased with my Sentinel II system from CUK. I contacted support for my nVidia gaming bundle by email and quickly got a response. Derek confirmed my order and sent me the game codes. Great customer service!"

"So, I bought my CUK Trion Custom-built Gaming PC from Newegg, and if you are ever in a search to buy a PC, go for Computer Upgrade King! The reason why I bought it from CUK was because of there reviews written by customers recommending anyone who is in search of a high-quality pc. I had no trouble while ordering my PC from Newegg. "

"I’ve had my ASUS GL702V from them for just a few weeks over a year now it is a really great machine. My SSD died 11 days after the 1 year mark of owning it. I emailed them and they sent a replacement immediately and even reimaged the drive just for my specific Windows install. No mention of warranty period or any fuss at all. This has been by far the easiest customer service interaction I’ve ever had. Skip dealing with the manufacturer and get your PC from these guys! All my future gaming PCs will be bought at CUK. "

"Ordered a Threadripper CPU desktop from CUK through Amazon. The delivery was on time. And the computer has been working perfectly."

"Recently purchased a monster computer from CUK...all I can say is WOW!! Great build and great service...definitely a new fan!"

"extremely unprofessional , charge you a lot of fees if you return it "

"I have brought and used computers for over 30 years. I started with Commodore 64 went to Commodore 128, IBMPC, NCR, AT&T Dell and HP. Computer Upgrade King is the best company that I have ever purchased a computer from. They deserve a 100 out of 10. The last 2 desktops that I purchased from HP the first one had a bad mother board and they had to replace it and well this one did not work. I sent it back to HP. HP needs to stop having their computers built in China. CUK sent me the HP Omen 880-150T 2 days after it was purchased. The packing was great, included packing in the inside of the desktop something that HP should do. Thy stressed tested the computer insuring that it worked up to their standards. This PC came loaded, it runs well and the support provided by CUK is the tops. Thank you for stepping up and doing such a great job CUK, the only company that I will go to for my computer needs. If you don't buy from CUK you are missing the best experience of your life.
Gary"

"I sent my laptop to CUK to be serviced and everything was handled professionally and smoothly. They informed me when it was received and finished. It was done within 2 days and shipped out. I paid for expedited shipping through UPS and when UPS failed to deliver as promised, they refunded the money back to me and said they would get the refund from UPS later. Overall great service, I would definitely recommend them. Thanks CUK!"

"I would like to give a 5 star rating to this store. Excellent service. Fast shipping! Everything is fine and as described. I recommended this store. "

"These people are the best in service and tech support great experience with them after buying a laptop from them, very friendly and supportive"

"Customer support was amazing! They had great prices and the website is clean."