CyberPower UPS Review – Never buy any UPS from CyberPower Systems. 

Why?  They don’t want to honor their warranty with customers and poor customer service skills from people like Madison Rines.

 

So, one of our clients purchased 3 UPS power backups from Best Buy 2 years ago that happened to be from CyberPower.  Two of the units were the same and One a different model.  One of the UPS went out and we called in to get support.  Their support verified that the unit have an existing warranty that is still valid and not expired.  After many attempts to get a replacement battery shipped out, their supervisor Madison Rines (who can be reached at 952-999-7640) refused on 2 occasions to resolve a simple issue.

Proof of purchase was provided for 1 unit along with images of the boxes and warranty paperwork in the boxes.  Madison Rines said that until a receipt can be produced, she will not send out the replacement battery to get the damaged unit working.  With all this Corona issue going on, which busy store owner is going to take the time to go down to a local Best Buy and ask them to dig up receipts back from 2 years ago?  How is that convenient for a customer?  Business customers that own and operate a business like a store, don’t have the time to do something like this when they know that they purchased the units, and they should be working and know that the units have valid warranty that the manufacture CyberPower refuse to honor.  It’s simple situations like this that cost companies like Cyberpower revenue and bad publicity which in return hurts their bottom line.  Now our customers, online followers and anyone searching for reviews and feedback from doing business with companies like Cyberpower Systems will see this negative review.

Now let’s break this down for a moment.  What’s the cost for the battery replacement?  Maybe $20 – $30.  This one client purchased 3 units which would’ve costed over $300 from the store, plus to set them up.  Wouldn’t it make sense to send a replacement battery to keep a faithful customer happy than to play “hard ball” and say no to a customer that already showed proof of owning multiple of your products?  Wouldn’t that simple solution from a cheap battery create a positive report on a company like CyberPower Systems?  Now, for companies like us that offer I.T. services to many different companies, if you show us that customers are not important to you, we will echo that message to the masses.  Why?  If you offend our customers, you offend us!  It’s in your best interest to impress our customers so that we can tell other customers about your products and service, especially when it comes to honoring warranties.

According to Linkedin https://www.linkedin.com/in/madison-r-ba511957/ , Madison Rines have been a customer support manager for over 2 years, and after talking with her on two different occasions, a person like her needs to be demoted.  Customer support managers resolve issues, they don’t go out and cause more issues and revenue from the company.  They are to de-escalate issues by saving the company’s image, increase revenue and customer retention.

 

If you look at it, by them being difficult on 2 occasions with about 2 hours invested on the phone with their company to still get a “NO” on a unit that is under warranty.  This leaves a poor taste.   This really got our client upset and us disappointed.  We told our client that from now on, never buy CyberPower UPS, only purchase from APC.  Their support is 10 times better and we have never had any issues like this with APC which is a bigger company with superior products.  We’ve used them in consumer, business and data center enterprise environments, and they do perform well.

What’s the outcome that we would like to see?  Honor the warranty by getting the replacement unit shipped out.  Reprimand or demote people like Madison Rines until they show proper leadership skills and understand that when in a position of power, actions can affect the entire company.  What’s interesting is that on 2 occasions Madison Rines was warned that by her acting this difficult over a simple issue, this would be escalated and placed online.  She didn’t care.

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