Experience with XoticPC

Hey guys

I was curious what others' experience with XoticPC was like?

About 10 days ago i ordered a new MSI GT73VR from them and i have been quite disappointed with the process.

My payment cleared the same day and my order status didnt change for 7 days when it changed to a status very similar to the original status.

I emailed them and tried calling and didnt get a call back. The email i got back was a simple "i expect the status to change soon"

Today i called them and they finally admitted that the laptop i ordered was out of stock (despite there being no indication of that for 10 days including the day i bought it, the other laptops that were not instock had estimated dates on their pages)

So for 10 days and through 3 emails and 2 phone calls no one told me it wasnt in stock until today. Then when i ask when they expect it in stock, he couldnt give me an ETA.

I finally decided to cancel the order and order from someone else instead and was then told it would take 5 days to get my refund processed.

I left feeling frustrated and have decided i will avoid them in the future.

Has anyone else had a similar experience? I heard great things about them but im confused now.


UPDATE: Thanks to Tanner@Xotic on the forums here, i have stopped the cancellation process and they are rushing my order for me.

Seems like the in-stock situation was beyond their control since the distributor didnt communicate effectively with them.

So long as Tanner's commitment to rush the order out holds true (im sure it will) i will be sure to rate Xotic highly as they have done a stellar job to earn my business back.

 

Same thing. A lot of delays.

 

I am quite sorry if there was an issue with your order, I would love to personally help out and see what the issue was to clarify anything on our side. With the new models we have been flying through stock but PM me your order number and I can see what can be done of course.

 

If you PM your order number I can look into it for you!

 

Its important for stock numbers to be accurate, but smaller companies don't always have good systems to update it well. Talking with @Tanner@XoticPC should be your best bet for an accurate eta. (Though Xotic should try to step there game up with that, it's totally not just them.)

 

I PM'd Tanner

Hopefully something positive will come from this. Yeah i realize stock is hard to track sometimes but i really wish they had reached out to me instead of me chasing them for 10 days.

 

It's not always up to them. They put in an order with the manufacturer only to find out from them later that they're out of stock.

 

No, i dont think thats really how it works... when a retailer says they have something in stock, it usually means they have the item sitting there on a shelf.

 

It depends on the product and wether or not they have it in the store. For example - when I ordered a Sager laptop from them, they had ordered it for me from Sager in California. When I ordered an Acer predator(when it just came out), they did the same only to find out it was out of stock later.

When I ordered my GT72 - they actually had it on the shelf. With your laptop I suspect that because it was just released, they had to order it directly from MSI just like I did with the predator.

 

Depends on the quality of service - here on most online shops I can see how many pieces of hw are in stock.

 

Got your message! I am looking into this to see what we can do.

 

Whether or not they have it in the store is exactly what we are talking about. That is what "In Stock" means... https://www.google.com/#q=in+stock+definition

A company cant say "i have this in stock but if you buy it have to order it for you"

Im not trying to be rude or anything but if a company has to order a product for you because they dont have it on hand then they dont have it in stock. So the problem isnt that they had to order my laptop, its that they said they had it in stock, then when i ordered it they went 10 days and let me chase them basically and never said anything about it until i finally pushed enough. They said they had the item in stock and either didnt or ran out really fast and didnt bother to email me or call me to alert me of the much larger delay i was looking at and didnt bother to mention this to me when i was asking what was taking so long via email and phone.

Tanner is being helpful and i greatly appreciate that, it goes a long way towards satisfying my frustration about the issue and i have heard great things about Xotic, i think i just fell through the cracks so-to-speak.

 

I've ordered 3 laptops through them over the course of 5 years. The first laptop took a month to get to me but it was a great product and I was happy despite the wait. Happens to be that I am extremely patient person, but the other 2 were much quicker. All good things.

 

As a consumer, I totally understand the "in stock" statement, in terms of what we consider "in stock", is if it is available at a distribution center. When stock machines are ordered that are ""in stock" at one of our distributors, we just have it drop shipped directly to our customers most of the time. Since the majority of our orders are highly customized, they have to come to us for those modifications to be done at our Nebraska facility which does add some time. For this particular order, we were told that distribution had them and then that changed without notice so this order was delayed. There are now machines in route to our Nebraska location now.

 

That is totally understandable and i fully agree that its ok to consider it in stock if you are going to drop ship it directly and all. Like i said in my post, seems like i fell into the cracks and it wasnt any wrong-doing from your company but rather a fluke.

I really appreciate the additional help you gave me here, it certainly wont go un-noticed.

As a last bit of feedback for you guys, perhaps the people answering the phones could do as good a job as you are doing Tanner, then i wouldnt have tried to cancel in the first place The guy on the phone just told me he couldnt give me an ETA and it would be MAYBE monday but it could be a couple weeks before i got one.

Anyway, thanks again!

 

I had to have xotic pc send me a new laptop after they failed to paste it properly with clu then they rushed it to me and forgot a screw... also the usb drive that was supposed to have the windows backup was blank... And they glued a non-removable "XoticPC" logo to my gt80s (it doesnt look half that bad anyways)

However, Pat has always been there when I need him and he sent me the screws and stuff. (still havent gotten the backup drive sorted out)
Everything has been working a-ok and I have had no failures of any kind and their component installation seems good. They even added the heat seal back over the NVME drives after installing them .

 

Curious, how did you tell that they failed to paste it properly? High temps?

 

We were applying CLU to it, instead of our normal IC Diamond that we offer. We applied it, and one core on the CPU stayed the same temp, while the other three had pretty good drops in temps. We applied it again another time, maybe a couple (its been a while, I can't remember 100%), but each time that one core just didn't do anything different. It was frustrating, and Mason was incredibly patient during everything (thanks again!). But everything looked like it was applied right, and I know we had different people try it each time. Could have been from the CLU application somehow, or there may have been just some odd issue with the CPU. I haven't seen a CPU act like that before after pasting, generally the temps drop all about the same amount. But yeah, we changed out systems in the end.

Mason, if you still need help with something, just let me know. Email/PM me and I'll see what I can do for you.

 

are you with sales? I wanted to ask you about a sager NP8173(-S) and I can't PM you.

Sincerely,

TJC38

 

Either Tanner or I can help. You need 5 posts to be able to PM someone. But you could email me as well.

 

I sent you an email yesterday. Trying to make a purchase through my company for a personal computer for "back to school(engineering)/work/recreational use."

 

I saw that, and just responded to you. Thanks for reaching out to me. Le t me know if I can help with anything else.