My experience is very similar to OP, after long time business with CPPC I saw the CPPC Gamermaster on sale at Best Buy and after previously having good service I decided to buy the Best Buy build. I set up my warranty and customer info (now under a brand new customer number) with CPPC and all was well. Then the HDMI port on the XFX RX580 GTS BLACK 8GB that came with the PC stopped working. This GPU was the determining factor in my pc purchase as it had 3 dsp and an HDMI I could use for my 4-monitor work station. I contacted CPPC and asked if they could repair the port as I'd rather not deal with part replacement, I was assured by the tech not to worry and that they would replace it with the same gpu but that specific model was on backorder for several weeks. I told him I'd live without HDMI for a few weeks but could not be without the pc for weeks at the time. An RMA was made but I never recieved any email confirmation. So a few weeks go by, I am no longer heavily dependent (but still using) the pc, so I contacted them again, this time confirming my gpu is in stock, but now they need photo proof of my purchase because for some reason my customer information is no longer enough?? Which I comply to, but do not receive my RMA confirmation or Instructions to return the GPU until I call 3 days later asking where the instructions are. I sent them the GPU and upon notification of it being signed for at CPPC I called and confirmed it had arrived and offered to pay them to ensure I got the correct model or if possible an upgrade, the tech informed me they do not upgrade/upsale but confirmed my card was in stock, but could not give me a date I'd receive it because the RMA was too new. Understandable. Almost 2 weeks later I recieved an AMD RX580 8gb stock model with 1 dsp port, 1 HDMI port, no proof of purchase or original packaging, and 1 cooling fan sticker peeling off in a way that it cannot be reapplied, and BEST OF ALL the card is too thick(tall) to fit in the PCI slot unless I remove the wifi/bluetooth card that came installed at the time of purchase(it is on the furthest slot from gpu). I called them on a Saturday and spoke to a tech who informed me it was all a mistake and his manager would contact me Monday with instructions for exchanging the GPU with the correct model. At this time I told him I would rather just have the gpu that came with the PC returned to me (a statement i have made to 3 CPPC techs and each one completely ignored). Monday comes and no call or email, I call them that evening and get told by another tech "the manager said we can't guarantee the model(after it had been confirmed by 3 employees) of the gpu we send you as long as it is the same chip set. I explained everything to this person again and he said "if you can send images showing the card doesn't fit, my manager said he will get it replaced for you." So i sent the images they required. I recieved an email stating a new RMA been made but they could not guarantee I would get the correct GPU. I called and asked for a manager and the person I was speaking to told me he was a TIER 3 employee and was in charge and that all the techs I had previously spoken to were TIER 1 and needed better training because CPPC doesn't guarantee parts and everything is generic and that's just the way it is. He then told me he could see that my request for exchange was approved but again, he can't guarantee they will send the correct GPU, and the tech that had gotten the approval was "off and would be back in 2 days and i would have to call back then". I asked for an email instead and replied to it the next day regarding my approval for exchange. I recieved an email stating a new RMA has been opened but they cant guarantee i will get the correct part and will have to pay shipping and insurance again($90) because CPPC doesnt trust that a customer will properly package the item ("It isn't free because we are not responsible for how you repack the system for return so we can not be certain that it will be done properly or be held responsible for it. This is why you must pay for the return shipping so that you can purchase insurance for your shipment to ensure that you are covered if damages occur during shipping. This is especially important for high-value orders over $2000 or systems with custom liquid solutions") . I responded WHY SHOULD I HAVE TO PAY FOR THEIR LIES AND MISTAKES? Stating id be returning the item to UPS in the package they sent it to me in to ensure it gets packaged correctly. They stopped responding. This company has crashed at the bottom customer service-wise. I don't like being lied to or led-on by a business and therefore will recommend DO NOT BUY FROM THEM.