CPLOnline Reviews 7

I bought a Ubiquiti product from CPL around March last year.

The product has been faulty since day 1, as it won't connect via Ethernet only via meshing, and CPL are refusing to replace it and stating that I need to go to Ubiquiti to fix it, which is a breach of ACL.

They have stated this multiple times and are refusing to replace it.

They originally took back the WAP and tested it, then blamed my cabling/POE device, which I have now paid an electrician 4 hours of labour to try fix a non existant cabling issue.

I have notified them of their breach of ACL, and they are continuing to send me replies requesting I go to Ubiquiti.

I wouldn't go back there because I went there on Monday 19th November 2012 to exchange a faulty hitachi drive and when I got there the sales staff just swore at me and refused to give me a refund. The staff were rude to me and the service was shocking.

FRAUDULENT & DISHONEST OPERATORS

- CPL provided a faulty monitor with no display capability (but no surface damage).

- Their courier picked up the monitor from me, provided CPL a report indicating there was no physical damage to the monitor (in both a report and photographs).

- CPL then offered a replacement or refund. When no replacement was (allegedly) able to be sourced, I requested a refund.
-
6 weeks later, when chasing the refund, CPL claimed it was an Admin issue their end.

- 2 weeks later, CPL claimed the courier was challenging the refund and I needed to provide the courier proof that I hadn't damaged it (even when the courier had provided proof they'd received undamaged goods)

- CPL refused to show proof of physical damage, and behind the scenes were working to blame the courier (which was disclosed to me by both the courier and FreightSafe - a courier disputes/claims intermediary).

- CPL then tried to keep over $900 payment, refusing to provide goods or refunds.

The email exchanges between CPL show a litany of contradictions (some may call them lies), and really poor business practices which are fraudulent and not in step with good customer service.

AVOID AT ALL COSTS!!!!

The few bucks you may think you're saving could turn out to be a lot more in terms of time and resource, as they're renowned for exceptionally poor customer service (when they're not trying to plain rip off consumers) and simply a company which cannot be trusted.

Bought a case at the Clayton store, unpacked it and half of the bits and parts where missing, called for support and completely snubbed me off and now I'm left with half of a case. Keep away from this store.

These are the events that lead to my issues:
Ordered a monitor from CPL online, this was an “Acer Nitro VG272UP 27" 144Hz WQHD 1ms HDR IPS Gaming Monitor”. Approximately 2 hours later I found the same monitor at PLE for $40 cheaper, so I wrote a note on my original order. Also, at the same time I ordered a $1199 GPU from them also.
The next day I wrote an email asking for a price match or a refund to support@cplonline and waited an hour for a response. I then thought I would just chat to the person at the counter about the refund or price match. I arrived at the Preston store and asked the clerk about this issue I had, he checked out the PLE item online (the same monitor but cheaper). He then made a call and spoke in Chinese, so not sure what he said. After the call he said that he could not price match, but you will be fine to get a refund, just send through an email to the support email. He mentioned nothing about a 15% cancellation fee. From here I picked up the one order for the GPU and left the monitor in the warehouse.
I went to my car and proceeded to make a purchase from PLE for the same monitor but cheaper. Made the purchase and headed to Heatherton, where the store was located. All was fine and dandy for the rest of the day as I set up my computer and my wife’s computer.
Later that night I got an email from support refusing to refund my money as the monitor is in stock. I was a little be wielded as I have not dealt with these issues before. The next email was that finding the product cheaper elsewhere is not a legal reason for requesting a refund and that I can cancel the order for a 15% fee. None of this was mentioned by the salesman so I was not expecting this kind of response.
I have since read their Terms and Conditions, which basically give them a right to do what they want and when they want. If there are issues, they will just point to it in their T&C. Even their warranty section mentions and recommends going straight to the supplier and not through them, this shows their true desire not to help their customers with issues with products that they sell.
I have found bad review after bad review creating the bigger picture. Which is that they are here to line their pockets at the cost of the customers, once they have their hands on the money there is no chance you will get it back. Their customer support is rude and condescending, lacking in any kind of empathy for the customers feelings.
I will never shop here again, and I will try and make sure no one I know does also, lucky I work in IT and have many clients to share my knowledge with. I have made a Facebook Group so that people can vent their rage, anger and frustration, where we might get better coverage of CPL Online issues. Lets try and make sure that other people don’t get themselves in the situations that we have. Join The People Vs CPLOnline on Facebook, can't post link

I recently had a pretty terrible support experience with CPL.

After buying a Power Supply, I built a new PC with it and it wasn't working (no power). I then took the unit to CPL West Melbourne, where the sales rep plugged it into a small black box and confirmed that is was faulty.

I was told that as each store operates independently, he couldn't replace it, and I needed to return it to the Notting Hill store where I bought it. He then sold me another unit (same model) and assured me that I just ended to return it quickly to the Notting Hill store to get my refund. The sales rep also told me that he had made some sort of note on the original order in the system, which the Notting Hill store would be able to see (which he did not, and they could not).

I then took it back to CPL Notting Hill (an hour's drive) and was told that the tech wasn't in that day, and as it couldn't be tested, I would need to return a third time to get the refund; I had to actively convince the sales rep to take my account details and handle the refund without me present. Now I'm being told that despite it not working in my computer, and tested and found faulty at CPL West Melbourne, CPL Notting Hill has determined that it is somehow now not faulty, and I need to return a fourth time to collect a unit that they already sold me a replacement for.

Not too painful most of the time but requiring COPIES OF PHOTO ID to collect goods is illegal. Have been charged for faulty product replacement more than once. Extremely long waiting times during collection due to poor management and total lack of organisation.

This isn't mindless complaining, if you want these problems solved, feel free to contact me, I consult and do freelance work.