'I want to acknowledge that we messed up': NZXT addresses concerns about its controversial Flex gaming PC rental program and commits to taking action

YouTube YouTube
Watch On

A few days ago, Gamers Nexus released an exposé calling NZXT's gaming PC rental service NZXT Flex a "predatory, evil rental computer scam". This caused quite a stir in online PC gaming communities, and it seems NZXT's taken note, as the company has now issued an official statement about the issue.

In a blog post, NZXT outlines some actions being taken in response, as well as some clarifications about the program. In a YouTube video, NZXT founder and CEO Johnny Hou expands on this and acknowledges the mistakes the company has made, stating, "I want to acknowledge that we messed up."

The problems that Gamers Nexus seemingly identified with the Flex program essentially amounted to a picture of a service that misrepresents products, locks users into an unfair contract and has predatory pricing. For instance, this includes swapping out components for less powerful ones, using the same names for Flex PCs as more powerful non-Flex ones, and showing seemingly misleading or false benchmarks.

At least, this is insofar as the case Gamers Nexus lays out is accurate, and on this front Hou and NZXT have attempted to clarify some potential misconceptions.

Regarding these, NZXT says: "NZXT Flex customers have never experienced a pre-tax subscription price increase and will never experience one unless they decide to switch subscription tiers.

"During the regular course of business, especially during high seasonality moments, the availability of different components requires specification changes, sometimes in real-time. In fact, customers may experience a free upgrade based on changing inventory levels.

"NZXT’s Flex program is a subscription-based gaming PC alternative that does not lock customers into a long-term commitment" and "we have updated the subscriber agreement to ensure each aspect is even clearer."

In the video, Hou also states: "Let me be absolutely clear, we are not in the business of selling your data. Every Flex PC that comes back is fully wiped."

But as well as attempting to clear up some misconceptions, NZXT has recognised the seriousness and legitimacy of at least some of the concerns that were raised. Hou says, "A lot of the issues are very serious and it's really important to us that we address each and every one of them."

In addition to updating the subscriber agreement to make it clearer, the company has taken actions to improve certain things Gamers Nexus criticised. The company states it has "pulled all influencer-led Flex advertising and have instituted a more robust creative review process" because "it is not acceptable for our advertising to communicate things that are not true." It will also be "changing the names of products offered through our Flex subscription, providing a very clear distinction between the two."

Your next machine

Gaming PC group shot

(Image credit: Future)

Best gaming PC: The top pre-built machines.
Best gaming laptop: Great devices for mobile gaming.

More generally, Hou emphasises that the PC rental service serves a genuine purpose: "I think there's a real use case for it." For example, someone might want to try out streaming without commitment, or someone coming over from console gaming might want to try out PC gaming in general just for a month. And on this point, NZXT clarifies that the Flex program "does not lock customers into a long-term commitment."

While Hou's video acknowledging the issues does seem sincere to my ears, and while some of the clarifications do at least shed light on the company's side of the story, I can't help but feel that some big issues haven't been fully addressed, namely the expensive pricing.

But I suppose one could make the same argument against many rental services: Yes, they're more expensive in the long run, but you're paying a premium to prevent having to pay for whatever it is up-front, in full. I suppose as long as products are represented clearly and accurately, this shouldn't be a problem. Let's just hope the actions NZXT says it's taking will bring more accuracy and clarity to the service and its marketing and advertising.

Jacob Fox
Hardware Writer

Jacob got his hands on a gaming PC for the first time when he was about 12 years old. He swiftly realised the local PC repair store had ripped him off with his build and vowed never to let another soul build his rig again. With this vow, Jacob the hardware junkie was born. Since then, Jacob's led a double-life as part-hardware geek, part-philosophy nerd, first working as a Hardware Writer for PCGamesN in 2020, then working towards a PhD in Philosophy for a few years (result pending a patiently awaited viva exam) while freelancing on the side for sites such as TechRadar, Pocket-lint, and yours truly, PC Gamer. Eventually, he gave up the ruthless mercenary life to join the world's #1 PC Gaming site full-time. It's definitely not an ego thing, he assures us.

Read more
MSI RTX 5070 Ti Gaming Trio OC Plus graphics card under a red light
The price gouging of Nvidia's RTX 5070 Ti is utterly grotesque
Nvidia RTX 5090 Founders Edition graphics card on different backgrounds
With some RTX 50-series cards missing precious ROPs, one PC builder guarantees their systems' GPUs will all have the right number
The Alienware Area 51 desktop PC, with the side of the case removed showing the internals, and with the Alienware logo lit up in purple in the top right.
Alienware's new Area-51 desktop PCs are built for upgrading as it finally ditches the proprietary parts and covers everything in QR codes
Radeon RX 9070 XT cards all X'd out, out of stock
We all deserve better than this
RTX 4070 Super and RTX 5070 graphics card, with another graphics card in the foreground
After a run of RTX 50-series launches with seemingly little availability and mega price tags, I'm left wondering 'is that it?'
MSI RTX 5070 Ti Gaming Trio OC Plus graphics card under a red light
MSI RTX 5070 Ti Gaming Trio OC Plus review
Latest in Gaming PCs
Skytech Shadow gaming PC on a blue background
Screw waiting for GPU restocks, with an AMD RX 9070 gaming PC going for as cheap as this I'd hop on the pre-built bandwagon
Cobratype RTX 5070 Ti gaming PC on a blue background
This RTX 5070 Ti gaming PC is about as cheap as we've seen so far, and it's got me all nostalgic for PC prices long past
Framework Desktop with AMD Strix Halo mainboard
iFixit has pulled apart Framework's mini PC and it looks to be the AMD Strix Halo-powered desktop device I've been wanting for at least a week and more
Framework Desktop with AMD Strix Halo mainboard
Framework's first desktop PC is giving us the AMD Strix Halo machine we've been craving, and the opportunity to build our own
Yeyian Tanto gaming PC on a blue background
The RTX 50-series might make 'high-end pricing' seem like an understatement but at least there are still reasonably priced entry-level builds out there like this one
An ABS Cyclone Aqua desktop gaming PC against a teal background with a white border
Instead of shelling out for an RTX 5070, grab yourself an entire RTX 4070 gaming PC for $1,200 instead
Latest in News
Split Fiction trailer still - Zoe and Mio standing side by side, wearing glowing neon sci-fi jammies
Split Fiction sells 1 million copies over 2 days
A soldier looks out over the Verdansk map, as a single tear rolls down his cheek.
The original Verdansk map is returning to Call of Duty: Warzone, to celebrate which we get a soldier crying to Nat King Cole
More than 5 years after launch, Control gets a surprise patch that lets everyone play the Hideo Kojima mission
Swen Vincke
Swen Vincke stamps seal of approval on Stardew Valley mod that yoinks the Baldur's Gate 3 cast out of D&D and into a cosy pastoral life
Nvidia RTX 5080 Founders Edition graphics card from different angles
Nvidia says it really has sorted RTX 50-series black screen issues this time around as yet another driver fix finds its way to release
A collection of upturned CDs, DVDs and Blu-Rays on a carpeted floor
Warner Bros says it will replace certain DVDs damaged by 'disc rot', but you might not get the same movie you sent in for replacement