Evidence log: https://imgur.com/a/I4FPa

Web archive of the website on August, 2017: https://web.archive.org/web/20170804124208/http://www.performance-pcs.com/

Long story short: PerformancePCs blatantly tried to lie to me several times of its policies and items that it sells; it punishes me as a customer for it not listing at the time in its return policy or listing of the item that it is non-refundable by banning me; it changes some time between August 4th and September 6th (Today) by conveniently adding the word "Chassis" to the return policy - when confronted about it, the representative does not defend against that accusation. Even shorter story: PPC is an awful company that will favor itself more than the customer. I recommend purchasing the items through the manufacturers, Amazon, MicroCenter, etc. - All of which will provide world class customer support relative to PPC's.

Okay, here we go. I did not expect much from talking with the representative(s) through FaceBook, but Jesus was that an experience. I (With my brother) purchased an SM8 case for my dad, who wanted to get into water cooling. After assembling the case, we found that the parts we purchased for him, and his general feelings towards the case, changed. At the time of purchase, there were no clear indications of refusal of a computer case return. My brother and I accepted that we would have to pay shipping and eat the 20% of the cost, according to PerformancePCs.

As seen in the first picture, the representative asked of the condition and whether the item was opened or not. I stated that the item was assembled, but disassembled and placed in the box in the same condition we received it in. To my surprise, the representative then states that the item cannot be accepted because the website only sells new items.

Counterpoint: http://www.performance-pcs.com/scratch-dent/scratch-dent-aluminum-mosfet-cooler-for-ek-fc4850-cf-high-performance-water-block.html

(The item description states that the item is in NOT NEW condition) What's even more insulting is that PPC offers for me to sell the item on Craigslist, FaceBook, and eBay - As if there was an available market out there for a $550 case. Flabbergasted, knowing that the return policy does NOT EXPLICITLY STATE THAT CHASSIS ARE NON-RETURNABLE, I state that I would go through my credit card company if PPC would not take the return. The representative states that the company will accept the case, and issue a 20% restocking fee.

I did not think too much of it afterwards. However, around this time I had ordered several watercooling items from them, and noticed that despite my paying extra to have the items shipped out the next day of order, the items did not move. I sent an email through the website, but got no response. After approximately 5 days, I decided to contact PPC on FaceBook, seeing as how these companies would respond faster via social media than through email or their own respective websites.

It was through here that I finally learned that I was banned from the website for threatening the company. I again state that no where on the website - whether that be the refund policy statements or the actual listing of the item - was there a "NO RETURNS ALLOWED." How am I, the customer, going to be punished for this? On top of this, why did the company not tell me directly of this situation, rather than acting petty and not contacting me? (IMAGE 3)

In response, the company states that it would be a loss of $500 - a very poor way of describing a return process.

All in all, I was about to accept the fate - it is PPC's own website, and it can decide who it wants to do business with.

Then, the representative showed me the return policy (Facebook chat, F). I thoroughly read the return policy to make sure that the return was allowed back then. So I was absolutely surprised when I saw the inclusion of the word "chassis." I decided to go to web.archive in order to see if there was any change to the return/refund policy. AND SURE ENOUGH, PERFORMANCE-PCS CHANGED ITS OWN REFUND/RETURN POLICY JUST SO THAT IT HAS AN UPPER HAND (See the last two images)

I was absolutely floored. I showed the evidence, and the representative responds by saying, "We sell tens of thousands of products... We can not list every single item in our policies." In other words, when something doesn't go PPC's way, it will change the refund/return policy as it sees fit for favor over itself above the customer.

When I stated this, the representative simply states, "Sorry but I will not argue with you anymore about this issue."

I will be keeping a close look at my tracking number for the case that has been returned. A word of warning to you all though - if at any point you require assistance than just the typical protocol from PerformancePCS, know from my experience that the company will try to lie and manipulate the customers and its own policies to see that it wins at the end of the day. Again, look at MicroCenter, Amazon, etc. for better customer support.

First let me start off by saying, I've bought a lot of stuff from Performance PCs, especially since FrozenCPU went under. I constantly tweak my build with new parts, and always need new watercooling supplies. So far, after over ~30 orders with both companies, I've only gotten 3 defective items (mind you, over $6000 in parts so far, so a pretty good track record). However, two of these were with FrozenCPU. One was an issue with a molex connector that I received as broken from the package, and the other was a D5 pump that simply wouldn't turn on. Both times, FrozenCPU sent me a new one, free of charge, saying they apologize for the inconvenience. I offered to send back the old parts, but they didn't want 'em. Pretty good customer service, right?

So now, after a good 4-5 orders with Performance PCs, I finally get one defective product...my Titan-X waterblock (used on my shiny new 980 TI). When screwing down the card to the block, I noticed that one of the screw posts broke off (you may have seen my post a couple weeks ago about it). And it broke CLEAN off, without any thread beneath it to replace the standoff with.

This picture [here] (http://i2.photobucket.com/albums/y3/Vittra0/74615685-494d-47ec-977d-99cf6eb82a7b.jpg) is VERY similar to what happened to mine, but I didn't happen to snap a picture of my own, mostly because i was in panic-mode at the time.

I first talk to EK, the manufacturer, and they're happy to RMA it, but that takes a few weeks at the minimum, especially due to international shipping. So, I decided to go through Performance PCs. After many emails, they said they don't believe me that it broke, and that they're willing to send me a standoff if I prove it to them with pictures that the thread is not present on the block where the standoff was. They refuse to send me a new one (even though I offered to buy the 2nd one outright, and send back the old one, after which I can be refunded once in their hands).

Many emails went back and forth, but ultimately, they still refuse to help me, saying that they dont see HOW the standoff could simply break off..and that it was my fault. I (mostly kidding) compared them to Amazon, and said that if I got a defective Amazon item, they'd send me a new one, no questions asked. But, they're reply was "We are not a gigantic billion dollar machine like Amazon and so it's unfair to compare any store to them."

It's a shame too. I don't expect to receive many defective items, but it happens. And in such a small, niche community like watercoolers of PCs, we need to make sure we're shopping at stores with good customer service. This may just be my experience, or just that they don't like my face, so take this for what it's worth. But I just wanted to share a story of what happened to me for anyone who is looking to purchase their items in the future. Downvote if you must.

TL;dr Performance PCs will not send you a new item if the one they sent was defective. "Pics or it didn't happen

Part of me feels like I'm being a little overly dramatic about this, but the other part of me feels just really annoyed and wants to vent. I don't get too many chances to take the time to upgrade my rig with new cooling parts and this upcoming weekend was the perfect chance, so I log onto Peformance PCs and purchase over $300 worth of parts and just chose standard shipping since I was ordering so far in advance. This past Monday (about a week after my order was placed) my package arrived and uh-oh, they didn't include everything I had ordered. The set of 4 compression fittings I had added on to my new radiator order were nowhere to be found. I contacted their support and after showing them my order slip they sent me out the fittings right away, which I commend them on. The problem was is that they absolutely refuse to send them over anything but the cheapest shipping option which doesn't work for me because this is my only free weekend to get things worked on. I understand that mistakes happen, it's perfectly human. But when you have an order of that high price amount messed up, it would be nice to take an extra step to make sure you're customer is impacted as little as possible. They tried to tell me that they couldn't send the missing items over a faster method than the cheapest (USPS) because they're a small warehouse. That doesn't work for me. I work for a small company, probably smaller than them, and when we mess up an order we do what we can to make sure our customer is still happy even if it means fronting the extra $40 dollars for next day shipping. So after all was said and done I told them that this had kind of soured my relationship with them and that I didn't want to keep the parts, which as apologetic as they were and repeated the didn't wish to lose me as a customer, they still told be I would be charged a 20% restocking fee.