My bad Xotic PC experience

They're just super slow!

I purchased a unmodified MSI GS70 with the 970m and not only did it take awhile to get out, but it came in defective. I wanted an exchange, they offered to get the laptop to MSI for warranty repairs. I wanted an exchange, they offered to send it in as a repair request to get it fixed and if they can't fix it they'll swap it out. I choose that option, but I think if they open it up it voids my warranty. Anyway they said they'd have a shipping label for me two days ago and nothing. Called yesterday, they said by the end of the day, nothing.

I'm done dealing with them. I'm gonna return this laptop and go somewhere else. It's gonna date 14 business days to process a return and I have to pay for my own shipping, so that sucks, but what ever. I'm just sick of dealing with it.

I'll never shop there again. Their customer service is fine, but their actual problem resolution system is crap.

In addition to this whole ordeal, I called MSI to ask them about the time frame of a repair, they said they'd just have Xotic PC replace it, I told them the story, and even the warranty rep said; verbatim, "Well that sucks" and proceeded to tell me how quickly they can get it back to me and how the problems I'm having aren't what they want to represent MSI laptops and I need it serviced or replaced.

Well, I'm gonna call them today and ask for a refund, what bothers me is my Asus G750JS was modified by them and it seemed so good, but when I look back, I ignored all the problems I had with them like time delays, and them not communicating to me about stuff being back ordered, fingerprints all over my laptop, etc. I was just finally happy I got the laptop I ignored it.

I hope this rant goes with a grain of salt, I know each experience is it's own, but I hope this experience of mine doesn't sway you from shopping there. Personally, I just can't take it anymore. Two laptops, is too many from Xotic if you ask me. I won't recommend this place going forward.

 

post redacted

 

That sucks that your machine came with a defect. For your own peace of mind; opening the machine does not void the warranty.

The only time the warranty will not be honored is if they deem the damage was done by the user.

 

Thought I'd update this just for those that were curious. The manager reached out to me and offered me expedited service to help with my case. I decided to give them another go because like I said their customer service isn't a problem its their system preventing them from moving quickly for stock items.

Anyway he took special interests in my machine and things seem to be moving quickly but I don't know yet.

Sent from my SM-N910T using Tapatalk

 

Hey,

Just came across this. Touched base with Tanner, the manager you've been in contact with here, looks like he's getting you all fixed up. We've received the machine in and we're just going to swap it out for a new model. We've already shipped out for the day but I'm getting them working on getting this out of inventory for you today, I have to run to UPS anyways for another customer so hopefully dropping this off for you as well after we close up for the day. If that happens, I'll have you updated tracking info within the hour, if we can't get it completed in time it'll ship on Monday at the very latest.

 

I just saw the email from Tanner! I came here to update the post and saw your response!

I really appreciate the extra effort to making this work. Thanks a bunch guys. I can't thank you guys enough.

Sent from my SM-N910T using Tapatalk

 

Not a problem, we wouldn't be here if we didn't try to help out when we can. Went straight to the UPS office and got it dropped off for you on Friday.

 

Well, My bad experience with Xotic did not have as nice an ending. After making my order and paying for the expedited shipping of an MSI MS60, I received an email telling me the Paypal address they received from PayPal payments did not match the PayPal address they received from PayPal when I placed the order. So, they were going to cancel the order unless I wanted the computer shipped to the PayPal address they received from the PayPal payment (I never saw this address- I moved 3 months ago and PayPal would not let me change the original address I joined with- but since they let me add my new address I did not realize there would be a problem).

So, I called PayPal and they deleted the old address. Then I called Xotic and asked if they would just take my credit card number and keep me in line for the 1-4 day delivery since I am in desperate need for a laptop (my last one died). They said no. I would have to start the entire process over. And of course, they would not tell me if they even had the parts available or if it would be longer than 1-4 days anyway!

It would have been nice to get the upgraded thermal paste which is the only real difference from the stock version at NewEgg, but the lack of any effort by Xotic to help expedite shipping sealed the deal for me.

 

Hello,

We have the payment policy for PayPal as part of their seller/buyer protection and requiring it to ship to the address listed on the PayPal payment that is submitted to us. If the address on the order is different than that address we send out an update reaffirming this policy and asking if it's ok to ship there. If not, we need to get the payment cancelled out and refunded back to you as we are not able to ship without that protection. We're more than happy to take a card for payment but it does need to be submitted online and what I believe you're referring to as us saying No. We process all cards manually and so that does take time to do. Typically within 24 hours but the official estimate is 24-48 to try and accommodate for time if there are any issues verifying that payment. We have to manually process those cards due to the amount of fraud we get and don't have the resources of a place like Newegg to do it different at this time.

Do hope you get your system in time and you enjoy it though. Keep us in mind for the future

 

Similar experience - they were very friendly at xotic and i have nothing bad to say about them except they are slow - especially when i was in a time crunch. School had already started and after two days went by of sending payment through and it going through their process - i think it went order confirmation - then to parts to be"pulled" and then was told creditcard had to have same billing address as shipping - (in other words just for my laptop to ship out it would have been 4 days - and i was ordering a stock unmodified gs30) i decided to stop waiting and buy from somewhere that ended up shipping same day as order was processed.
Its something that they really need to look into. - especially when you are involved in high end gaming pcs etc. Not only are we impatient but there are also so many vendors that dont have days and days of delays. Its seems their inventory process needs some major streamlining. (i understand if you are ordering a custom pc for it to take time - but stock items?)
Their customer service is super friendly a helpful though.

 

Our ordering and inventory system is designed to allow custom builds to go through as quickly as possible as that's what we do primarily. That's why we have our phase system implemented to keep those orders updated along the way about what is specifically going on. We have no issues pushing out a stock configuration if that's what is ordered, but it will typically take longer than a site that only does stock configurations and is designed around only doing that. Often times those customer who do order stock configurations from us do so specifically for our service and support and find it worth waiting any extra few days if need be. We typically estimate a stock model to ship from our location in an estimated 1-3 business days.

 

not recommend the micro center! Announced this notebook and sold another!

http://www.microcenter.com/product/435632/Y50_Touch_156_Laptop_Computer_-_Black


the website reported ok reserve the surface pro 2 and was not in the store! Never buy this store!

 

Many boxed stores will ship it to you without opening it or testing it (which is not wrong since manufacturers do test their systems before sending), resellers often rely more on repeat business and building up relationships and as such test their systems before shipping.

Is it perfect? No things can still happen in transit and develop early in use and in rare cases be missed on testing. However it does lead to a reduction in faulty systems, this causes a delay in shipping but reduces the delays caused by returns.

 

Well, you may estimate 1-3 business days, but that is not what I found at the website and that is not what the service rep told me. To get in the "1-3" day range, the site states:

Rush Build (Ships in 1-4 Business Days After Order Is Successfully Processed) (Subject to Parts Availability) [List Unique Delivery Requirements in Comments Box] (XPC Service) ( + 49 )

Of course, this is after the "processing" of the order. You can add another day for that since the order is apparently not processed electronically. That is why it was the following day before I found out there was a problem with my order. If I had been told the day of ordering, I could have straightened everything out immediately.

So even with a "rush" you are really at 2-5 business days- with no refund if the "parts" are not available.
Unless you happen to order on a Sunday, you are therefore looking at another 2 days over the weekend. So, the "rush", may get you a computer in 4-7 days. Of course, the rep was unable to tell me if the "parts" I asked for were available or not (extra RAM to get to the RAM offered by Newegg and upgraded thermal paste), so it would be a crap shoot as to when I got the computer.

In contrast, after ordering the identical machine (less the upgraded thermal compound) from Newegg on the 18th, I received it on the 20th. No extra charge for the delivery.

So, if you can wait, perhaps it it worth it to just ask for standard delivery and cross your fingers. If you need, it, I recommend Newegg.

 

If in doubt, calling and speaking to someone is a good idea. Resellers will be slower than boxed stores but we offer customisation and there are extra methods to get it right first time.

Either is a valid option and as always choice is good