My PC and my friend's (both from NZXT) crashed right at the end of the warranty window. If it was a simple part replacement that would be one thing, but techs (different companies) could not diagnos... See more
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RMA for my NZXT X63 280mm AIO was flawless, from beginning to end! Their support team was to the point, providing tips to try and resolve the issue remotely and if unsuccessful, all the instructions... See more
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I bought a computer a few years back and it's been great. I wanted to add an internal SSD card for more storage and Jules was fantastic. He sent me links for pictures and explanations on exactly how... See more
Company replied
I ordered the wrong size cooler, return took a while, but was resolved in the end without issue. I couldnt find the rma number, which i later found out its hidden within a shipping label qr code that... See more
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Company details
- Computer Hardware Manufacturer
- Computer Accessories Store
- Computer and Accessories Store
- Computer Store
- Gaming service Provider
Written by the company
A company built upon gamer's dreams, NZXT is a leading manufacturer and designer of award-winning computer cases, power supplies, motherboards, AIO coolers, peripherals, and BLD gaming computers. Our purpose is to serve the PC gaming community. We are relentless in making the experience achievable and seamless for everyone. We have come a long way since being founded in 2004 by our CEO Johnny Hou. In just under 20 years, we have established ourselves as a premier name in PC gaming hardware and systems. NZXT designs not just perform well but look great too, featuring sleek and stylish exteriors that gamers are proud to showcase. Our motto "Win Together" reflects our commitment to truly understand and serve the needs of the PC gaming community. At NZXT, we actively engage with gamers through forums, social media, and live events to get feedback and ideas. This has led to many innovative and customer-driven products over the years that solve common pain points for PC gamers. For example, NZXT was one of the first companies to make cable management a priority in case designs. We also pioneered all-in-one liquid CPU coolers for convenient installation and effective cooling. More recently, we entered the pre-built system market with our BLD line and rental services, aiming to make custom gaming PCs more accessible to those who don't want to build their own. Looking to the future, we at NZXT are poised to continue growing and cementing our reputation as a top provider of high-quality, cutting-edge gaming hardware and systems. With strong R&D capabilities and a passionate design team, we will continue to keep releasing exciting new products that enable immersive, seamless gaming experiences. We are committed to innovating while staying true to our community-focused roots. As long we keep "Learn and Grow", "Win Together", and "Keep it Simple" as our guiding principles, the future looks bright.
Contact info
15736 E. Valley Blvd, 91744-3927, City of Industry, United States
- +1 800-228-9395
- service@nzxt.com
- www.nzxt.com
3.4
Average
1K reviews
Replied to 97% of negative reviews
Typically replies within 1 week
Ongoing issues and poor service
Ongoing issues and poor service – extremely disappointed with a €4000+ system with premium components.
I purchased a prebuilt PC from NZXT for over €4000 — just the system itself, without any monitor or accessories. Given the price point, I expected a high level of quality and reliability. Unfortunately, the experience has been nothing short of a nightmare, stretching across nearly two years now since the problems began:
03-08-2023: The PC, now a little over 1,5 years old, suddenly powered off and would not turn back on. I had to ship the system back and NZXT attempted to resolve this by replacing the GPU.
07-09-2023: The replacement GPU was defective on arrival. This, while NZXT ensures the system was tested thoroughly before it was sent back. The display showed severe visual artifacts and the system kept crashing, making it completely unusable. System had to be shipped back to NZXT and they replaced the GPU again.
23-02-2024: After receiving the system back from the second repair, the case was visibly damaged and as such, the glass component can't be mounted correctly anymore. The box, the pc came back in looked like it was dropped from a plane.
10-04-2025: The system began randomly rebooting, often multiple times per hour. NZXT now suspects yet another faulty GPU or a defective motherboard. But of course now, warranty is expired and they won't do anything for me anymore.
Despite multiple repair attempts, the system has never functioned reliably for any meaningful amount of time. Every time I thought the issue was resolved, another serious problem appeared. The support process has been slow and inconsistent, with little sense of urgency or accountability. I have been without this PC for months due to it being broken or shipped away. All in all the system had to be shipped back 3 times.
And now, the warranty has expired and NZXT refuses to help me anymore.
For a system that cost over €4000, this level of instability and poor service is simply unacceptable. I have lost an enormous amount of time, productivity, and trust in the brand. I bought this PC, mainly to relax in my free time. After work and kids in the evenings but it only gave me a lot of frustration. I spent a lot of my evenings troubleshooting and trying to fix issues. (I work in IT and have a lot of experience in the field).
I strongly advise others to think twice before purchasing from NZXT — especially at this price point.
Date of experience: July 04, 2025
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Customer service team has been amazing…
Customer service team has been amazing to deal with. The PC is beautiful, and runs great!
Date of experience: July 02, 2025
I needed a replacement filter for my…
I needed a replacement filter for my Nzxt h5 flow and contact support to see about the possibility of I buy it.
they send it to me without any questions, Collin help me really super fast, there was no unnecessary questions. everything was made with a lot of respect with my time.
NZXT support was a really good experience for me.
Date of experience: June 18, 2025
Reply from NZXT
Hi Keny,
Thank you for sharing your wonderful experience with our support team! We're delighted to hear that Collin was able to help you so efficiently with your H5 Flow replacement filter.
It's great that our team recognized this as a simple request and sent you the filter without any unnecessary complications or questions. Respecting our customers' time and providing straightforward solutions is exactly what we aim for in every interaction.
We'll make sure to pass along your specific appreciation to Collin - feedback like this really means a lot to our team members and shows them the positive impact of their efficient, respectful approach to customer service.
Thank you for taking the time to share your positive experience with NZXT support!
Best regards,
NZXT
PC Crashes - RMA fixed this, great customer support.
Had some PC crashes near the end of my warranty, they took care of it promptly and replaced the faulty 14th Gen Intel CPU, The customer service was great, and I have no complaints.
Date of experience: May 30, 2025
Reply from NZXT
Hi Michael,
Thank you for sharing your positive experience with our RMA process! We're thrilled to hear that our team was able to promptly address your PC crashes and identify the faulty 14th Gen Intel CPU as the root cause.
It's particularly important to us that we were able to resolve this issue near the end of your warranty period. No customer should have to worry about being left without support when their hardware fails, and we're glad our team took care of you without any hassles.
We appreciate your recognition of our customer service efforts. Knowing that we delivered a smooth, complaint-free experience while resolving a critical hardware issue is exactly the kind of feedback that motivates our team.
Thank you for trusting us with your RMA and for taking the time to share your experience!
Best regards,
NZXT
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Bizzare undiagnosed crashes right outside the warranty
My PC and my friend's (both from NZXT) crashed right at the end of the warranty window. If it was a simple part replacement that would be one thing, but techs (different companies) could not diagnose the issue and it just turned into replace random parts until you find the problem. NO help from their support team, and when I asked to be escalated to a supervisor, I got ghosted.
All in, PC was good when it works. But not worth the money for their tendency to break and having the company take absolutely 0 responsibility. I just wouldn't waste your money.
Date of experience: June 10, 2025
Reply from NZXT
Hi Harrison,
We sincerely apologize for the poor experience you and your friend had with both your PCs failing near warranty expiration and the lack of proper support that followed.
Could you please provide your ticket number so we can review what went wrong?
Thank you for bringing this to our attention.
Sincerely,
NZXT
Reply from NZXT
Hi Denny,
Thank you for your concise and positive feedback! We're delighted to hear that our team was able to quickly resolve your front panel issue with just a few email exchanges.
Efficient, straightforward problem-solving is exactly what we strive for, and it's great to know we hit the mark in your case. Sometimes the best customer service experiences are the ones that get resolved quickly and smoothly.
We appreciate you taking the time to share your experience!
Best regards,
NZXT
if it doesn't work just throw it out
My $300 AIO never worked correctly and I was required to swap out the CPU and mobo several times as part of the troubleshooting process before an RMA would be issued. It took four months and the cooler I was sent as a replacement is worth $200, so I can't even get my money back reselling the new-in-box replacement cooler. Pursuing the RMA at all cost me hundreds of dollars that I can't get back due to return policies on "troubleshooting hardware" I had to purchase before NZXT would issue the RMA.
Edit: for NZXT's response below, I've already contacted your support about it AND updated the ticket asking the same. If I provide you the info here, you have an opportunity to say these things aren't typical as you go "hey guys, we got a REAL BAD ONE this time!" to do damage control and turn the review around. I'm going to see if the awful support experience is typical and let everyone here know how it went.
Update after hearing back: they told me the cooler I got is what I deserve and there's nothing further they will do. For the NZXT response below, what do we do? Do you send me a check? A gift card? Do we settle outside of small claims court?
Another update: I called out the rep who said they could do nothing and asked if they realized a smaller screen on a replacement item is harder to read, and therefore an accessibility issue for anyone with a visual impairment requiring prescription glasses. I was immediately offered a hundred dollar store credit that I do not want, as I just want to return the cooler I was sent, get the cooler I am owed, and sell it new at MSRP to someone else who will have to deal with you if something goes wrong with it. I do not want to do business with NZXT, I want to get my money's worth and part ways.
Date of experience: February 08, 2025
Reply from NZXT
Hi Steve,
We sincerely apologize for the poor experience you had with your $300 AIO and our troubleshooting process.
Could you please provide your ticket number so we can review this case immediately? We would like to understand how this situation was handled.
Thank you for bringing this unacceptable experience to our attention.
Sincerely,
NZXT
Don't use if you value your components!
After a back and forth with NZXT support who finally admitted they gave really bad advice that likely damaged my CPU (stating temps of 70-80c was normal in a menu/semi-idle) they then agreed to try and work with me for a good resolution.
I setup a test bench and proved the problem. They've offered to replace the cooler and when I asked about what we're doing on a damaged CPU they have now done a complete u-turn and are refusing to acknowledge their wrong doings.
While, yes, a CPU will shut off if temperatures go above a threshold to prevent permanent damage it is not unrealistic for consistent high temperatures to slowly degrade the stability of the processor.
I explained to them originally the CPU worked flawlessly. I asked over a year ago for a sanity check and was given such poor advice. I've tried new RAM kits, new power supplies and new motherboards... I also have tried a new cooler.
A new Artricle cooler ran 38-50c where the Kraken ran 70-80s. I explained to them that I cannot run the system with XMP as the CPU does not like it regardless of the RAM kit used - be it on the QVL list at rated speeds or not.
I tried to explain this given AMD's memory controller is on the CPU itself and is not on the motherboard and as a result they're deflecting.
Use this companies components and services at your own risk. I personally would look elsewhere where their support knows what they're talking about and cares about their customers - this is not the case with NZXT.
Date of experience: June 12, 2025
Reply from NZXT
Hi there,
We sincerely apologize for the advice you received from our support team.
Could you please provide your ticket number so we can escalate this case immediately? We would like to review how this situation was handled.
Thank you for your detailed feedback.
Sincerely,
NZXT
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Phone support is better than email
Email customer support is pretty slow (A week for each response, it took a month to get authorized for a warranty claim), but phone support has been helpful. After being bounced repeatedly between subcontractors regarding problems after the repair, I had my issues resolved after a 10 minute phone call.
Date of experience: June 11, 2025
Reply from NZXT
Hi Mark,
Thank you for sharing this valuable feedback about the differences between our email and phone support channels. We're glad that our phone support team was able to resolve your issues quickly in just 10 minutes, especially after the frustrating experience you had with multiple subcontractors.
However, we're very concerned about the email support delays you experienced. A week between each response and a full month to get warranty authorization is far too slow and doesn't meet our service standards. We understand how frustrating this must have been, particularly when dealing with repair-related issues.
We really appreciate you taking the time to highlight both what worked (phone support) and what didn't (email response times). This kind of specific feedback helps us understand where we need to improve our service delivery.
Thank you for your patience throughout this process and for sharing your experience.
Best regards,
NZXT
The worst support experience I've ever…
The worst support experience I've ever had.
Expect to wait between 3 and 10 days for each reply to a support case. It's been over 6 weeks since my support case was opened with no response in the last 10 days.
Never again would I buy a NZXT product and I would recommend that do not either.
Date of experience: June 10, 2025
Reply from NZXT
Hi there,
We are deeply concerned and sincerely apologize for the unacceptable support experience you've had with us.
This level of delay and lack of communication is inexcusable, and we understand why this experience would lead you to warn others against our products. No customer should have to endure such poor service.
To address your situation immediately, could you please provide your ticket number? We want to escalate your case to our management team and ensure you receive the attention and resolution you deserve right away.
We recognize that your trust has been severely damaged by this experience, and we take full responsibility for these service failures. While we cannot undo the frustration you've experienced, we are committed to making this right.
Thank you for bringing this to our attention - feedback like yours is crucial for identifying where we're failing our customers.
Sincerely,
NZXT
I bought a computer a few years back…
I bought a computer a few years back and it's been great. I wanted to add an internal SSD card for more storage and Jules was fantastic. He sent me links for pictures and explanations on exactly how to do it for my motherboard. He found my build in info in seconds. Great experience.
Date of experience: June 04, 2025
Reply from NZXT
Hi William,
Thank you for sharing your wonderful experience with Jules from our support team! We're delighted to hear that he provided such thorough and helpful assistance with your SSD installation.
It's great that Jules was able to quickly locate your build information and provide you with specific, detailed guidance, including pictures and explanations tailored to your exact motherboard. This kind of personalized, technical support is exactly what we aim to deliver for our customers.
We're also thrilled to hear that your computer has been performing great over the years! Knowing that our systems continue to serve customers well long-term is incredibly rewarding for us.
We'll make sure to pass along your kind words to Jules - feedback like this really motivates our team members and shows them the positive impact of their detailed, customer-focused approach.
Thank you again for taking the time to share your experience!
Best regards,
NZXT
Prompt and professional
I've had issues with my initial purchased computer. After this newest one, NZXT was prompt and professional in resolving the issue. I was expecting to be without a PC for a month, but they got me back up and running within a week.
Date of experience: May 29, 2025
Reply from NZXT
Hello,
Thank you for sharing your experience with our support team! We're so glad to hear that we were able to exceed your expectations and get you back up and running much faster than anticipated.
We understand how disruptive it can be to be without your PC, especially when you're expecting an extended downtime. Being able to resolve your issue and get you operational within a week instead of the month you were expecting is exactly the kind of service we strive to provide.
We're particularly pleased that our team was both prompt and professional throughout the process. Quick, efficient service while maintaining high standards of professionalism is something we work hard to deliver consistently.
Thank you for giving us the opportunity to demonstrate our commitment to customer service, especially after previous issues. We're grateful for your continued trust in NZXT.
Best regards,
NZXT
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Bad support
The customer support is nice, but its only based in us, so i had to wait a day to get a response because of the timezones. Also for some reason they dont sell replacemnt parts for their coolers, which is not what i expected for this brand, that tries to look premium. But only thing thats premium is the price.
Date of experience: May 29, 2025
Reply from NZXT
Hi Dominik,
Thank you for your feedback regarding our customer support and replacement parts availability. We appreciate you taking the time to share your experience with us.
We understand the frustration that timezone differences can cause when seeking support, and we're working to improve response times for our international customers. Your point about waiting a full day due to time zone differences is valuable feedback for us to consider.
Regarding replacement parts for our coolers, we hear your concern about availability. We recognize that offering comprehensive replacement parts is an important aspect of premium customer service, and this is something we're actively evaluating to better serve our customers' long-term needs.
We appreciate your honest assessment and take customer feedback like yours seriously as we work to improve both our support processes and product offerings. Thank you for bringing these points to our attention.
Best regards,
NZXT
Very good customer service
Very good customer service. My issue with a broken water cooler was resolved in less than a week — they sent me a new one under the warranty. The pump had a defect after two years of use, but since the warranty is for six years, they replaced it without any problems.
Date of experience: May 24, 2025
Reply from NZXT
Hello,
Thank you for sharing your excellent experience with our warranty service! We're thrilled to hear that we were able to resolve your water cooler issue so quickly and efficiently.
It's wonderful that our team processed your warranty claim and sent out a replacement unit in under a week. We understand how important it is to get customers back up and running as soon as possible when their cooling systems fail.
We're also glad that our six-year warranty provided you with the peace of mind and coverage you needed after two years of use. Standing behind our products with comprehensive warranty support is something we take very seriously at NZXT.
Thank you for recognizing our customer service efforts. Positive experiences like yours are exactly what we aim to deliver for every customer who needs warranty assistance.
If you need any help in the future, please don't hesitate to reach out!
Best regards,
NZXT
I called with a system crashing problem…
I called with a system crashing problem (BSOD) and they knew immediately that it had been caused by a Windows update affecting the Western Digital SSD in my computer. Reloaded Windows from a thumb drive applied firmware updates to SSD per their instructions and completely resolved the issue. I recommend calling instead of using the chat because I was on waiting for chat response for 3 hours got a person on the phone in around 15 minutes.
Date of experience: May 23, 2025
Reply from NZXT
Hi Rick,
Thank you for sharing your experience with our phone support team! We're delighted to hear that our technician was able to quickly identify the root cause of your BSOD issue and provide an effective solution.
It's wonderful that they immediately recognized the Western Digital SSD and Windows update compatibility problem, and could guide you through the complete resolution process, including the Windows reload and firmware updates. Quick, accurate diagnosis like this is exactly what we strive for.
We also really appreciate your feedback about the different response times between phone and chat support. This kind of insight helps us understand where we can improve our service channels and ensures other customers know the best way to reach us when they need immediate assistance.
Thank you for taking the time to share both the technical solution and your experience with our support channels. This feedback is invaluable for helping us serve our customers better.
Best regards,
NZXT
What customer support?
Well, I'm on day seven now and still no response from customer support. Other than a screen freeze problem, I haven't any problems until 10 days ago so I opened up a ticket and nothing. So, now my pc is in a local repair shop trying to diagnose the issue. If you read many of the reviews, the most common problem they seem to have is customer support and apparently little has been done to rectify the problem.
Date of experience: May 21, 2025
Reply from NZXT
Hi there,
We sincerely apologize that you've been waiting for seven days without a response from our customer support team after opening a ticket for your PC's screen freeze issue. This is completely unacceptable, especially when your system is experiencing problems.
We understand your frustration and the decision to take your PC to a local repair shop due to the lack of communication from our end. We also acknowledge your observation about customer support being a common concern in reviews; we are actively working on improving our response times and overall service quality, and your experience highlights that we still have significant progress to make.
Please provide your ticket number immediately so we can locate your case and investigate why you didn't receive a timely response. We want to understand what happened and prevent similar situations for other customers.
We are truly sorry for the inconvenience and the added stress this has caused you. We appreciate you bringing this critical issue to our attention.
Best regards,
NZXT
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Great support
Great support , end to end service and quick to reply , would highly recommend
Date of experience: May 20, 2025
Reply from NZXT
Hi Tracey,
Thank you so much for your fantastic review! We're thrilled to hear that you had a great experience with our support team and found our end-to-end service to be quick and responsive.
Your recommendation means a lot to us, and it's truly rewarding to know that our efforts to provide excellent customer service are appreciated. We strive to make every interaction a positive one, and your feedback confirms we're on the right track.
Thank you again for your kind words!
Best regards,
NZXT
Horrible ship times and responses
I ordered a computer on April 20th money leaves my account next day and then my order should ship on the 5th of May well May 5 arrives and I get an email saying sorry your order had been delayed and my new ship date is May 15th at that point it’s like wow I’m pretty bummed but benefit of the doubt it’s gonna ship by then all good well no updates to my tracking happen so I call and they say well it’s set to ship by the 15th still here we are on the 16th and they tell me oh no updates that my GPU is out of stock so I say hey what if we used a different GPU the customer service person says let me send you a list of possible swaps we’ll never got that either. So here we are they say will ship sometime after the 23rd of May guess we will see.
Ticket# 2186350
Here is the ticket number
Date of experience: May 14, 2025
Reply from NZXT
Hi Willie,
We are truly sorry to hear about the extremely frustrating experience you've had with your recent PC order. The significant delays, lack of proactive updates, and unfulfilled promises regarding your shipment and GPU swap are completely unacceptable.
We sincerely apologize that your order, placed on April 20th, has been repeatedly delayed, first to May 15th and now potentially after May 23rd, all due to an out-of-stock GPU that wasn't communicated effectively.
Please provide your ticket number so we can immediately escalate this issue. We understand your disappointment and frustration, and we want to make this right. Your experience highlights critical areas where we need to improve our inventory management, communication, and order fulfillment processes.
Best regards,
NZXT
Warranty is useless without parts
I'm not sure whether we can call this "recent" as I opened this support ticket back in February '24, but it may finally be resolved now, April '25. I had a fan go bad on a Kraken 360 cooler, started making a lot of noise. They asked me to send a video confirming; I did; they agreed to replace the fan. Except the fan was on "backorder." It still is, 14 months later. After many months of this, in January '25 I asked them if they would replace the whole cooler (and offering just take the fan I needed and send the rest back unused), they refused saying that the cooler itself wasn't broken. I disagree with that characterization... I didn't buy a pump and a block and a radiator and a couple of fans separately... I bought the whole system which all needs to work together or it's faulty. Now in April '24 (14 months later), they offered to replace the entire cooler... but they can't/won't do advance exchanges. This is in my primary work computer and the thought of having it out of commission while it takes them God knows how long to exchange the cooler is not acceptable. However, the most recent rep. mentioned "the black model." As I've been using a tan/brown Noctua replacement from another build anyway, I couldn't care less about the color and they're sending out a white fan "while we wait for more black models in stock." I am not holding any breath for that to happen.
Date of experience: April 30, 2025
Reply from NZXT
Hi David,
We are truly sorry to hear about the exceptionally long and frustrating experience you've had with the fan replacement for your Kraken 360 cooler. The fact that this issue has stretched over 14 months is completely unacceptable, and we understand your frustration with the backorder situation and the initial refusal to replace the entire cooler.
We acknowledge that a cooler is a complete system, and a malfunctioning component significantly impacts its overall functionality. We regret that our initial response didn't fully address this perspective.
We are glad to see that a resolution seems to be in progress with the offer to replace the entire cooler and the interim solution of sending a white fan. However, we understand your hesitation and concern about downtime due to the lack of an advance exchange option, especially for your primary work computer.
Please provide your support ticket number so we can thoroughly review the communication history and understand why this process took so long. We need to identify the breakdowns in our support and parts fulfillment processes to prevent such lengthy delays in the future.
We appreciate your patience in this drawn-out situation and hope the current steps being taken will finally bring this to a satisfactory conclusion for you.
Best regards,
NZXT
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