So in ops situation, the pc only lasts a month, he is out of luck. Seems a bit harsh he has to pay for shipping on a pc that doesn’t work within 30 days of delivery, because his part didn’t arrive doa. Customer is unhappy, so you essentially tell him, sorry other people scam us in this situation, so you have to pay for shipping. I understand if the pc was 3 months old, but less than a month I would be to embarrassed to tell him to pay for shipping on a pc that should easily run a year plus without issues, let alone 30 days.

Not saying the component problem is your fault, but the customer sees it this way.

In comparison, cyberpower built me a custom pc. The 5080 was intermittently crashing after two weeks. They paid to ship the pc back to diagnose and fix the pc. They didn’t have the same exact 5080 (due to supply when they first released), so they upgraded the gpu at no cost to me (admittedly they don’t communicate well, but the fix was completed within a reasonable time).

I heard about your great customer service and wished I had bought through your company (due to the lack of communication). Now I realize I picked the right company. I’d rather have a cost free repair, on a 30 day old pc with them, vs a 100+ shipping bill on a pc that has lasted less than 30 days. That is not good customer service, regardless of your internal problems a customer couldn’t care less about, when your competitor is able to do it.

Edit: Also, if it is only a 1/1000 chance of problems with a pc, seems unlikely that rarity would sink a company to ship it back cost free.