Apex Gaming PCs Responds - Cravenirion
Dear Apex Gaming PCs Community,
Today, we will be covering a Reddit post made on July 19th, 2024, by u/Cravenirion. You can find the post by clicking here.
We were truly saddened to see a post with the title "Whatever you do, do not buy from Apex Gaming PCs." This sentiment is the opposite of what we strive for with every customer. Cravenirion, we would like to start by deeply apologizing for the challenges you faced with your order and the missteps we made along the way. While posts like this are always sad to see, we always use them as an opportunity to grow and improve our company.
In the second paragraph of your post, you note that "they did not give me an estimate of when I would receive the PC until AFTER I paid (taxes and shipping included was over $2700). During payment, it simply said '2-3 day shipping' but it was stated in an email after that it would take approximately 8 weeks to order parts, assemble and ship."
After completing a thorough review of the website, we agree: lead times were not properly highlighted to customers before submitting payment. As of 04/23/2025, we now provide customers with lead time information once during configuration, once on the cart summary, and once on the checkout page (before payment information is required). Additionally, after placing an order, we further highlight lead times and give customers the option to immediately cancel their order by clicking a button if the lead times are not within their ideal timeframe.
On that same note, Apex Gaming PCs has invested heavily in improving its operational capability, and as of today, during a time of GPU shortages, we are currently shipping most PCs within 13 business days—a 67.5% reduction overall.
Now, we understand that the challenges did not stop there, and your experience with our Customer Service Department is truly regrettable. Apex Gaming PCs continues to offer a 100% no-questions-asked return policy for any PC that does not meet a customer's expectations, and we certainly feel that a computer that is constantly shutting down and crashing should be returned. We have additionally extended this window from 30 days to 45 days to ensure that customers have enough time to live with their PC, before deciding if they want to keep such an investment long term.
After your experience, Apex Gaming PCs completed an in-depth training with all Customer Service and RMA staff, highlighting that it is our policy to always follow the direction customers provide when a PC arrives with issues and is being returned for refund or repair. We have deployed additional staff and software to ensure that both departments are fully aware of a customer's preferences and that full refunds are processed quickly and without issue to customers whose PCs arrive with issues.
On top of that, Apex Gaming PCs has since made management-level changes to our Customer Service Department to ensure that the right people are in positions to prevent situations like these. But if they do occur, we respond quickly and appropriately. In addition, we have created a way for customers to report concerns regarding their experience with our customer service team to ensure that if an agent gets it wrong, we can correct any concerns quickly.
Cravenirion, we again would like to take the opportunity to apologize for the experience you had with Apex, and we are glad that ultimately, you received a full refund and were able to return the PC without issue. This is how it should have been done the first time around, but thanks to your feedback, we now have the right people and policies in place to ensure that this never occurs again.
Sincerely,
Timothy Marlatt - Customer Service Manager