NZXT Flex

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NZXT Flex

Basic Information
Release Year	2024
Product Type	Rental Service
In Production	Yes
Official Website	https://nzxt.com/collection/flex

NZXT Flex is a rental service launched in 2024 by NZXT in partnership with Fragile (a Software company that provides "layered financing" and services on top of hardware subscriptions,) for its prebuilt, gaming-focused desktop computers. Customers can choose to rent a pre-built gaming computer from three monthly plans, based on their performance needs and budget, with three main tiers that each also offer a "Prime" upgrade option that includes higher spec components for an additional monthly upcharge. NZXT guarantees PC upgrades every two years and full warranty support.

NZXT Flex store page

Vague Terms of Service

Excessive fees

Referencing shipping policy:

"If Operator is unable to collect funds owed to Operator from Subscriber, the Operator shall be entitled to charge Subscriber five-percent (5%) of the outstanding balance owed, or $20.00, whichever is greater, every thirty (30) days, until Subscriber has paid the entire balance owed. Operator may, at Operator’s sole discretion, waive these fees, provided Subscriber promptly returns all Rental Devices received as part of this Subscription."

"If Subscriber initiates a payment reversal or chargeback of any kind on a charge that was validly made under this Agreement, Subscriber will be assessed a fifty-dollar ($50.00) reversal fee, irrespective of any determination made by a bank, credit card issuer, or payment processor on the validity of the charge. If the payment is reversed, and refunded to the Subscriber, the Subscriber shall continue to be liable under this Agreement for payment to Operator for such amount."

• No ownership when you exceed rented items value
• Unclear semi annual upgrade guarantee
• Difficulty of canceling rental service.

Predatory Pricing

NZXT FLEX rental cost was calculated by investigative journalist and youtube creator Steve Bruke of Gamers Nexus compared to competitors and illegal predatory payday loans. these numbers where based of a credit apr of 22% over a 2 year period and compared against a hypothetical, 103% apr, illegal payday loan.

NZXT FLEX rental cost based on APR compared to competitors and illegal predatory payday loans

The first month of the rental service is "on us", which implies it's of no cost, however many fees including an unlisted "Setup fee" as well as any applicable One-time fees will apply.

Use of false and predatory advertising.

Despite NZXT stating in their December 4, 2024 press release that:

"We are extending the dispute charges window from 60 days to 2 years and will comply with any regulations that provide longer dispute windows."

their agreement still states as of January 28th 2025, more than 55 days after the press release was last updated

"If Subscriber accrues an unpaid balance for more than sixty (60) calendar days, Operator may use all legal methods and remedies available to collect such unpaid balance including, but not limited to, civil litigation and selling such balance to third-party collection companies. Subscriber shall be liable for any and all collection costs incurred by Operator, Operator’s affiliates, or third parties involved in the collection of Subscriber’s unpaid balance, including attorneys fees, filing costs, and collection agency fees. Subscriber will, on the first of each month, be assessed an eight-percent (8%) monthly interest rate on any remaining unpaid balance and unpaid fees or interest assessed. "

Therefore, makes their 2 year window statement clearly false and misleading.

Inconsistent and misleading product specifications

Inconsistencies between bought and rental PC's

NZXT has an option to either buy a prebuilt gaming PC, or rent one (Flex). NZXT listed the estimated FPS in various games as the same between the bought and rented PC's, despite swapping out hardware. For example, a bought "Player: Three Prime" model would come with an RTX 4090, while the rental version only comes with a 4080 SUPER. These two GPUs have vastly different performance, with the 4090 having an average of +25% over the 4080 SUPER.

Changing the terms of the sale

Nzxt changes it's advertising language

NZXT publicly stated many policy, website & marketing changes in response to the controversy and community backlash.

Day-to-day switching of specifications and pricing

The specs and price listings have been reported to change constantly, with very similar setups reported to have varying prices, and vice versa, with different builds being reported to be similar in specs.

Follow-up by NZXT

The company has addressed various concerns as of early December of 2024, the statements released attempt to apologize and address future plans, while also clarifying various alleged misconceptions users may have about the program. Among the stated clarifications is the fact that users do not actually own the computers acquired through the program. The company also released a video about the subject on their official channel.