Custom Lux PCs strives for the best and most honest customer support and interactions. For half a decade, Custom Lux PCs has been providing the best PCs, lowest prices, and unmatched customer support. This has been noticed with an overwhelming number of positive Custom Lux PCs reviews and feedback from the general public. We have received 300+ 5-star reviews with many repeat customers in a variety of industries. Custom Lux PCs reviews have been great and we are thankful for such an amazing community!
See our reviews here on Trustindex
Our Response to Reddit Comments and Resolving Issues
However, within the general feedback, there are a few cases of unhappy customers that did not like the product or service that we offer. Since these issues are so few and many times unfounded, we take them very seriously, often times altering our business practices to ensure that future customers do not encounter the same issues. There have been 2 recent reports on Reddit that Custom Lux PCs has incorporated used parts into customer builds when the builds were ordered new. One of the customer PCs in question did have an old graphics card that they ordered, the AMD RX 580, which has been used in our testing but was not considered “used” because it was not incorporated in a PC that was used by a customer. This was not disclosed to the customer. We understand that this was a mistake and we have made sure that this will never happen again going forward. The customer received a full refund for their PC as well as a free $200 gaming monitor to make it right. We are committed to fixing mistakes and making sure every customer is made whole!
The second customer’s claims were unfounded, but they also claimed that Custom Lux PCs installed a pirated version of Windows 11 on their computer. After an internal investigation, we found that this claim was partially true. The copy of Windows 11 Pro installed on every PC is genuine from the Microsoft installation assistant found here.
The issue lies in the product key that was used for this customer and several customers around that time frame. The keys were sold by our distributor (who we are no longer purchasing from) as genuine one-time activation codes. The codes were later to be found not genuine. The customer who posted about this was reimbursed for a genuine Windows key and this problem has been resolved. The same customer also had an issue with their DDR5 RAM which is notorious for issues on AMD systems. Custom Lux worked with the customer to solve the issues. The customer attempted to chargeback the entire purchase through their payment client. A free return was offered but ultimately denied by the customer. The chargeback was also denied and the customer has not responded to our assistance efforts since the incident.
Since these incidences, Custom Lux PCs has increased their standards which include:
- Ensuring that all components are new and factory sealed (unless the customer wants to save money on a refurbished clearance PC)
- Strong vetting of all digital product vendors for Office and Windows keys.
- An improved effort to maintain a strong customer relationship after the purchase.
How We’ve Improved
For all customers reading this, it’s important to understand that computers are not always perfect. You may encounter issues with any PC that you buy which is why we emphasize seamless customer support at your fingertips. Other companies may respond to you within a few business days or only during business hours. We respond and offer expert service around the clock through text, chat, and email.
Our Resolution Process
In conclusion, Custom Lux PCs understands that you cannot make everyone happy, but we strive to do it anyway! The community feedback is taken seriously in an effort ensure that customers have zero problems going forward. Our mission is to create endless custom options for everyone, not just the wealthy. If you have any questions about what you read online, please ask us! No company is perfect but we will continue to do what we do best by offering great products and great prices with exceptional service! We will give honest feedback and make sure your experience is amazing.