STEPHEN B.
Ordered a $5k system from OriginPC - Arrived Broken
Ordered a $5k system from OriginPC March 24, it arrived April 14 and was unable to detect or access the GPU. Called customer service, sent pictures to same. Originpc says send it to their repair shop. I ask about OriginPC QA as the system arrived unworking. Company claimed everything was good and documented - but could not (or would not) produce proof/documentation of successful QA results. Was advised to reseat the motherboard by tech support - though stopped when tech support additionally advised if I attempted the reseat and damaged anything I would have to pay for the repairs. Absolutely not. Sent back to OriginPC for resolution April 15. April 19 - Repair shop (Originpc's repair shop) flashed bios and reinstalls windows. Does not repair anything and does not resolve graphics card issue. Sends back broken system. I ask for proof of what was repaired. Advised no repairs were done. I am seriously losing hope at this point. Repair team did not diagnose what was wrong and resolve it - could not articulate what was broken. I had a bad feeling about this. May 5th - System arrives broken for the second time. Same exact issue. No display access, GPU not receiving power. I take pictures, send customer service (tech support) proof that nothing was done to resolve the hardware issues. Graphics card isn't seated, plastic quick release damaged/scuffed up and GPU connectors damaged, it is evident that the initial issue with the system continues to be present. Tech support asks me to get a better look at motherboard - and the pcie slot is bent 20 degrees off center. Damaged motherboard and damaged GPU. Take pictures, sent evidence of non-repair and clear damage to originpc. Using onboard (mobo) video connection I do further diagnostics - Bios not recognizing GPU, windows doesn't recognize GPU, Nvidia app errors repeatedly 'nvidia card not present'. Over a month of time since I ordered the system - I've placed 6 calls and probably 30 emails with OriginPC - tech support and tech support manager - then repair support (the last round before the broken system was redelivered) then tech support again. Tech support was very apologetic - especially having seen the long, arduous journey this has been - but as a company OriginPC has not displayed any sense of immediacy or interest in getting this handled immediately - or with any level of priority. Most emails take days to get any response from anyone, and often calls to support are not able to get any resolution ('Sorry, I can't explain QA or the Repair Team actions, I'm just tech support. I'm reading the notes they left, but it doesn't say what was wrong or what was fixed, I can't explain - I'm just support.') I work in IT - there is a professional expectation that your notes convey the work completed, diagnostics run, evidence of resolution, then after-event summaries to prevent similar negative impacts to the business. How is this alien to a custom PC builder? This is a luxury product at a time where many of us don't have a ton of money - maintaining happy customers is how you retain more business. It's simple math. When there is clearly an issue with a customer's purchase, repeatedly, one would think this would be a high priority for a company that desires repeat business. I worry that I have wasted a ton of hard earned money on a company that truly doesn't care. Actions speak louder than words - and the actions do not measure up to a company that values their customer. I truly want this to resolve in a positive fashion, but OriginPC is not providing evidence they are going to handle this effectively or prioritize getting something right - when clearly 2 separate times it's gone wrong with no real resolution. Motherboard is damaged and unusable. GPU (5080) damaged and unusable. I've got massive 50 lb paperweight on my desk that will likely take another month of waiting to get returned for round 3. OriginPC - if you read this (or care at all) - I'm still hopeful someone in the company cares. Please have someone reach out to get this handled with speed and priority - or just give me a full refund and I'll ship you back the broken system you've sent me. You have a ton of tickets in your system with my name on them. Shouldn't be a hard thing to resolve. Update 5/6/2026 - Originpc reached out with a serious commitment to try and resolve the multiple issues with the order. I am working with Kris to see if we can move forward together to find a positive resolution. Update 5/6/2026 - OriginPC resolution was not what I'd hoped for. They are going to issue a full refund. In fairness to the company, they did eventually admit mistakes were made - and shared I would get a full refund. If this is true - I'll come back and update. Update 5/6/2026 - Sent broken system back. Waiting for full refund as promised.
Response from ORIGIN PCMay 6, 2026
Hi Stephen Thank you for taking the time to share your experience. We’re truly sorry for the frustration and delays you’ve encountered this is not the level of experience we aim to provide, especially for a system of this caliber. After reviewing your case, it’s clear that we haven’t yet delivered the smooth resolution you expected. While your system did go through testing prior to shipment and again during its return, the outcome you received indicates that we need to do better in both our validation process and how we communicate results and next steps. We also understand your concerns regarding the repair process and the lack of clear documentation around what was completed. Your feedback here is important, and we’re using it to improve how we provide visibility into QA and repair work moving forward. Most importantly, we want to make this right. Your case was escalated internally, and we see that a senior member of our team is working with you directly. We see that it resulted in a refund, but please let us know in case you change your mind. If you'll give us more than the week, we can process your rebuild. We appreciate your patience and the opportunity to address this properly.