XoticPC ?

So earlier today I finally received my Alienware M14X from XoticPC. I ordered on 6/22. It finally arrived after an entire month after ordering it, and poor communication on how my order was coming along.

The box the system arrived in says that it was shipped from Dell to XoticPC on the 21st of June...a day before I placed my order. So this laptop was at XoticPC for almost an entire month before it was shipped out to me with the wrong specs.

Below are the specs that I was supposed to receive.

Spoiler

1x Alienware M14x
- AlienFX Color: Default Color
- Alienware™ Avatars & Wallpapers: Customize your Alienware system with your favorite Avatar and Wallpaper! (Contact Sales for more info or can be completed upon arrival)
- Alienware™ Personalized Plate Etching: CUSTOM ETCHING - Up to 21 Characters - (Etched Plate on Bottom of Laptop) - Enter in Comments Box During Checkout
- Antivirus Software: No Antivirus Essentials Software Bundle
- Back Up Software: No Back Up Software
- Battery: Smart Li-ion Battery (8-Cell)
- Bluetooth: Bluetooth Included (See “Wireless Network” Section Below)
- Build Time: Standard Production Time
- Camera: Integrated Digital Video Camera
- Car Adapter: No Car Adapter
- Case: No Carrying Case
- Dead Pixel Warranty: Alienware "No Bright Dot" Guarantee
- Display: 14.0" HD+ WLED (1600x900) Super Clear Glare-Type Screen (SKU - A1R603)
- Exterior Finish: Alienware Soft Touch STEALTH BLACK (Stock Finish)
- External Display Video Adapters: No Video Adapter
- External Hard Drive (Back Up): No Back Up Hard Drive
- External Mobile Display: No External Mobile Display
- External USB Optical Drive: NO External USB Optical Drive
- Fingerprint Reader: No Fingerprint Reader
- Free Shipping: FREE - UPS GROUND SHIPPING (Use Coupon Code "ALIENFREESHIP" in Checkout - U.S. Only, Not Available to Alaska and Hawaii)
- Graphics Video Card: nVidia GeForce GT 650M 2,048MB PCI-Express GDDR5 DX11 w/ Optimus Technology (SKU – X3R522)
- Headsets: No Headset
- Keyboard (External): No External Keyboard
- Memory Card Reader: Internal 9-in-1 Card Reader (MMC/RSMMC/SD/Mini SD/SDHC/SDXC/MS/MS Pro/MS Duo)
- Microsoft Office Software: No Office Software
- Monitor Calibration: NO Professional Monitor Color Calibration
- Mouse Accessories: No External Mouse
- mSATA SSD Drive ( Slot 1 ): No mSATA SSD Drive
- Notebook Cooler: No Notebook Cooler
- Operating System: Windows 7 Home Premium 64-Bit Pre-Installed + Drivers & Utilities Disk - [ Upgrade to Windows 8 Pro for $14.99 (Directly through Microsoft) ]
- Operating System - Clean Installation Option: Keep factory installed operating system
- Optical Drive Bay: Slot Load - Combo Dual Layer SuperMulti DVDRW/CDRW Drive w/ Software
- Optical Drive Bay Hard Drive Caddy: No Extra Optical Bay Hard Drive Caddy
- OS Redline Boost: No Operating System Redline Boost
- Port Replicator / Dock / Adapters: No Dock/Hub/Adapter
- Primary Hard Drive: 500GB 7200RPM 16MB Cache Buffer (Serial-ATA II 3GB/s) - Default (SKU - X5R205)
- Processor: 3rd Generation Intel® Ivy Bridge Core™ i7-3610QM (2.3GHz - 3.3GHz, 6MB Intel® Smart Cache, 45W Max TDP) (SKU – X2N300)
- Ram: 6GB DDR3 1600MHz Dual Channel Memory (1x2GB + 1x4GB SODIMMS) – Default
- Software Bundle (Not Installed): No Software Bundle
- Sound Card: Sound Blaster Compatible 3D Audio - Included
- Spare AC Adapter: No Spare AC Adapter
- System Recovery Backup Disks: No thanks, do not create backup recovery DVD's
- Thermal Compound: IC Diamond Thermal Compound - GPU & CPU
- TV Tuner: No TV Tuner
- Warranty: 1 Year GLOBAL Alienware Basic Service Plan Warranty (Includes: In-Home Service After Remote Diagnosis) (SKU - A9R990)
- White Glove Premium Packaging: No thanks, standard double boxed packaging is okay with my order
- WHY XOTIC PC: * Tons of Upgrades & Customization Options
* 3% Cash Discounts
* Military & Student Discounts
* We only collect Sales Tax when shipping to Nebraska
- Wireless Network: Bigfoot Networks Killer™ Wireless-N 1202 - Ultimate Gaming Card + Bluetooth™ 4.0 (Dual Band) (SKU - A8R101)
- Wireless Network Accessories: No Network Accessory
- Xotic Gear: No Xotic PC Gear
- XOTIC PC Redline Boost™ Extreme Performance: No Thanks, Please do not Overclock my system

Now what did I actually receive? Well right off the bat I noticed that my "customized engraved plate" was bone stock. It just says M14X on it instead of what I ordered.

Here are the specs on what arrived at my door:
i7 3610QM (correct)
2GB 650M (correct)
6GB 1600MHz ram (correct)
1366x768 display (INCORRECT, I ordered the 1600x900)
Intel Centrino 2230 (INCORRECT, I ordered the Killer 1202)
No customized plate (Should have had name)
Thermal compound? (Probably not IC Diamond considering the rest of the specs, despite me paying $60 for it)

What's going on XoticPC? It took over a month to get to me AND the specs are completely wrong! How long is this going to take to resolve? Another month? And I'll be without a laptop during that time? I definitely did not get what I ordered at all.

 

I do apologize about this. If you want to forward me your order details in a PM or email, I can help you sort this out.

 

I sent you a PM

 

So will I be contacted about this today?

 

Goodluck man.

 

Did you send an email or call the company??? I have employees, if not for them, I would be carefree. Most of my complaints come from having to hire people, they are prone to making mistakes.

I do not frequent forums, I do reply to email or phone calls. And I am not in the computer business. So no, I am not affiliated with any reseller here.

If I have issues with a company, I call them. I let them know what is up, but I do not go on a tirade against them in public unless I have dealt with them privately first. I employ people. Just like you. Sometimes they interview great. And then they are unable to perform basic functions. I had to let someone go the other day. Resume was great, interview was great. Just couldn't get it. People make mistakes, and companies hire people.

Short point, if you have an issue, talk to the company, don't be the anonymous yapper that does nothing to fix the issue other than complain in public. At risk of getting the ban hammer dropped on me, put on your man pants, deal with the company, and be a grown up about this. Yeah, it sux, but no one is perfect, no company with employees is perfect, and yapping on an unaffiliated forum without talking to them is very childish. IMHO.

 

This was originally posted in the reseller forum, which they frequent. Considering that they were closed when I posted, so
I wouldn't be able to reach them by chat or phone. However, I have seen them respond to forum posts at literally all hours of the day. So I posted it because I wanted a reply ASAP (and I got one faster than I have ever gotten replies to emails from them). I see no issue with transparency in regards to customer service, and I will update the OP as this issue is resolved. XoticPC has contacted me privately, and they are taking steps to fix this.

 

I'm glad you were contacted. When the OP got moved to this forum it seems my subscription to it did not follow so I apologize about not giving a follow up. I received your PM and forwarded the case to our service team who will help you get this resolved.

We don't see a problem posting in the forums but sending an email to your sales advisor, I believe it was Roland in your case, is usually the best point of contact to getting issues resolved. I actually CC'd him in on the email letting the service team know so he's aware of your situation as well.

 

Thank you for your support on these forums. It's so good to have sales reps represented to handle problems that customers will have when buying from computer vendors.

I do agree though that first contacting the vendor directly and giving them time to come through with a solution should be the first thing that you should do before posting. In every company there will be mistakes that are made. The real test of a company is how they resolve the mistake to the satisfaction of both seller and buyer.

In other words; "Did we do the right thing?"

 

Why not just order it directly from Dell and save yourself the hassle? Surely saving a few dollars really isn't worth waiting 1+ month on a system.

 

Since op and Xoticpc are taking this matter in private, I'm closing this thread.