Sticker on logo

Just received my GT70 from XoticPC and discovered a numbered sticker under the laptop lid on top of the MSi backlight logo. Had the stock matte screen replaced with a glossy. You'd think that they would have caught something like that before it had left the facility.

 

Well, now that is actually rather funny. You would think that is the sort of thing someone would look at to make sure the LED on the lid was working after the LCD swap.

It's on the inside I assume, so that sticker must be on the back of the LCD panel. Oops

 

Not such a humorous event! I was given a set of instructions by Xotic to remove the screen from the frame. This however could lead to damage to the brand new laptop! Bloody annoying this is and it could have been so easily avoided! Xotic claims this is a manufacturing sticker by MSi and not from their screen placement. In any event, it should have been detected!

 

Doesn't surprise me..

 

Are you speaking about Xotic PC or MSi?

 

If Xotiq put a new LCD in, that should have been caught when they reassembled the screen.

 

I'm hoping they'll make good on this matter.

 

I feel your pain... that is their fault indeed.

 

Xotic has issued RMA on the unit. Bit shrewd on my behalf as I also placed an order to install a SSD.
Anyway it shall all be sorted out soon! <fingers crossed>

 

LOL that sucks man

 

That number is actually on the back of the LCD panel itself. The logo is just a transparent piece of material that allows the back of the lit LCD to show through.

Silly mistake though, hope you get it back ASAP!

 

I speak of XPC..its due to this kind of stuff that I cancelled my order from them and placed it with Gentech.

 

I was thinking of going with GenTech, until I saw they are based in California.
Would have hit hard regarding taxes imposed.

I'm fortunate to not get caught in a ping pong battle!
I've worked in customer relations so I'm in the know.

Absolutely was chuffed about this laptop.
Received many complements on it. Some are jealous of it!

 

Oh trust me, ALL are jealous of it..lol

 

I'm currently in negotiations with shipping issues!

The are clearly at fault, and I am trying to make amends by giving them more business!

They don't seem to realise that!

That's it.
Have a feeling at this point it's flogging a dead horse. Cost outweighs the means.

 

Wait what? Why would they expect you to pay for return shipping for a issue that they are clearly at fault for? Are you serious? I would hold your ground on that my friend..because that is Bullsnitzel! I mean come on..Your taking a huge loss by not having your computer for that whole time period. It can't be a monetary loss too!

 

You just purchased this notebook, right? Are you saying the reseller wants you to pay return shipping? I think under the circumstance you describe, I'd just ask for a refund, and do my business elsewhere.

 

Even though I would do repair myself. THEY are at fault, not you, THEY should handle all expenses...kinda shocked..been doing lot of emails with them about laptops I plan to get..this is just surprised, hopefully they respond and in kind

 

This issue is with Xotic PC based in Nebraska.

The fact is that Xotic doesn't want to take full responsibility over this crass mistake.

Their response was:

"Usually MSI puts their inspection stickers in some out of the way place along an edge, or someplace opaque.
This one was obviously put in a different place." ​

I had also thought they gave NBR members special treatment.
Guess I was mistaken.

Now say someone else here purchases from them and has the same type of problem occur (mistake solely on their behalf).
They then too will have to foot the bill!

I've been in management. The company would deliver the client's merchandise to and from without any cost when the company was found to be at fault. We would receive many praises over this business practise and thus forget about the original error.

Businesses stay in business through customers. If they become displeased in any way they won't stay as customers any longer.
Bad reviews and negative comments about a company can sink it.

Yes Michael, however there is a major principle involved here.
If they can slide by with this little incident, think of what they can do when your system is delivered with more problems then this.

You know that bloody screen sticker could have been placed anywhere on the back.
Just my luck it's right inside where the backlight logo is!

Now if Apple did this would they own up to it?

 

If Apple or anyone else did this they would certainly pay for the shipping and repair. It seems to me that XPC is careless, unorganized, and unethical. I would do one of two things, either demand a full refund and return the bloody thing and order a new one elsewhere, or they pay full shipping 100% both ways and repair the thing..I would even throw you in that harddrive for free for your troubles! Ur having downtime of 2 weeks for this how can they possibly not see the loss in that?? I canceled my order from XPC for good reason apparently and I got my order from Gentech in 3 days after waiting 20 days with no answer from Xotic. Use the power you have (return policy) to shove it back in there face.

 

SuperBee,

This does seem to border on the ridiculous, and I know there are other resellers who would handle this differently. This does make one wonder in these cases..... which is more costly to the reseller..... eating a little shipping cost, or having the negative customer relations? Xotic does a volume business.... I guess we shall soon see what matters.

Again, you just purchased this notebook, right? And it was customized, with Xotic replacing the screen, right? And said sticker is beneath the screen they replaced, right? Clearly this would seem to be a minor quality control issue, but an issue nonetheless. I would find this annoying myself, and I do not think it unreasonable to expect a complete remedy. If Xotic expects you to bare some of the resposibility in this (such as return shipping), then you are out that cost anyhow, right? So as such, I wouldn't give them the benefit of the transaction. I would insist on a refund if in the time constraints of their policy, and do business elsewhere. Below is Xotic's MSI return and refund policy, and this can also be found HERE (by clicking the 'MSI' button). Also, you may want to click the 'Other Terms & Conditions' button on the same page.

Good luck with this, and perhaps it will work out amicably in the end. Keep us posted!

MSI Return Policy:

IF FOR ANY REASON WHATSOEVER YOU SHOULD FAIL TO BE SATISFIED WITH YOUR MSI Branded LAPTOP, YOU MAY RETURN IT WITHIN 15 DAYS FROM ITS ORIGINAL SHIP DATE FOR A 100% REFUND LESS SHIPPING CHARGES. ALL RETURNS REQUIRE USE OF A RETURNED MATERIAL AUTHORIZATION (RMA) NUMBER, WHICH MUST APPEAR ON ALL COMMUNICATION ABOUT THE RETURNED ITEM AND ON THE OUTSIDE OF THE SHIPPING PACKAGING. MSI returns may be charged a 15% re-stocking fee if sent in missing any original manufacturer packaging or parts. The item must be in retail condition. MSI Laptops must be returned by the 15th day from shipment under the above return policy. If you are sending your order back for a refund or return, you must ship the products to XOTIC PC in its original packaging, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment. When Free Shipping is offered it is deducted from the products price. Shipping is nonrefundable. If Rush Production is purchased this is a nonrefundable service. When Promotional items are offered during promotional periods, the price of these items is taken out of the price of the laptop and provided as a Promotional Item. In the event of a return for refund the price of the item will be deducted from the refund if the Laptop/PC is returned. In addition, if any upgraded software was purchased such as Windows XP, Vista or Microsoft Office has been activated, it will not be accepted back for refund or credit. CUSTOM PAINTED or SKINNED LAPTOP RETURNS: Because a custom painted or skinned notebook that is returned to us cannot be sold unless we pay to have the custom paintwork or skin removed or covered, we will charge a restocking fee for custom painted and skinned computers of 15%. The return period is 15 days from ship date for custom painted or skinned machines. When returns are set up for External Accessories purchased with laptops, they must be returned unopened in their original retail package to be eligible for refund. MSI Branded Laptops - 24/7 Technical Support: 1-(888) 447-6564

MSI Notes & Exceptions:

MSI Branded Systems come with up to a 2 Year USA / 1 Year Global MSI Parts and Labor Warranty with 1 Year of Accidental Damage Protection (Accidental Damage Protection requires registrations with MSI within 30 Days of purchase. Technical support is provided by contacting MSI at (626) 913-0828 or (626) 581-3001 . You may also email them at: [email protected]. *Batteries and other accessories come with one-year manufacturer warranty. AC Adapters come with a 6 month manufacturer warranty. *MSI 2 Year US/Canada warranties will require sending systems back to the US for warranty repairs. **Any Customized MSI Ensemble laptop will have a warranty for 1 Year through XOTIC PC on the customized components. XOTIC PC covers return shipping coverage to the customer on any parts under the 1 Year Warranty. XOTIC PC provides a 15 day DOA warranty and will cover shipping both ways for any customized DOA MSI Ensemble Laptop. XOTIC PC provides Lifetime DOMESTIC 24/7 Toll Free Telephone Technical assistance on all customized operating system MSI Ensemble Systems. Customized laptops may require shipment to XOTIC PC for diagnosis and if necessary, shipment to MSI for repair. Please contact [email protected] for help with your customized PC.

 

First off, I very much appreciate those of you who've supported me with this dilemma.
I know it's only superficial and doesn't affect performance of the laptop.

XPC wanted to send me the hard drive and have me pay for postage which doesn't provide any solution.
In light of that I just say sod it all and have packed it in!

Anyone who wishes to purchase from XPC in future should know that they do not care about the customer.
They sent a letter along with the laptop which states in it "your satisfaction is our top priority".
Well we all now know this is not true!

BTW, I'm keeping the laptop. Returning it would be pointless and cause a lot of downtime in my business.
I think that is a splendid machine and hope to get many years of service from it.

 

The irony. Similar issue if you have an MSI laptop, you have to pay return shipping cost even if it is not your fault when requiring warranty repair lol.

 

I would have bought another from GenTech and returned this to Xotic out of principal. This is why I still prefer Alienware, Dell pays for overnight shipping back and forth. These smaller companies just don't give that level of service.

Sent from my GT-N7000

 

I looked at Alienware (was even considering one) I didn't care for the style nor price.
What I have from the GT70 I could only afford in a M14x (customising included).

The 17 inch screen is definitely worth having - had it with the stock matte this thread wouldn't have been posted (hindsight).
Was also considering having XPC colour calibrate it. Possible to do on own?

What I don't care for in the MSi is the power cord. It is much too short and the power brick is humongous!
There isn't any way of extending it is there? I seem to be putting some strain onto the cord and would hate to have the DC jack be ruined.

Well this has been an all too shoddy experience for me!
I was expecting that XPC would handle things in a manner in which would relate to their reputation.
Was very disappointed with their business behaviour.

I do so hope that tech who worked on the screen installation was reprimanded, and that they now take more interest with their QA.​

 

Cons and Pros here and there... this world is full of weird things

 

Really had high regard for xoticpc since i ordered from them and they were very VERY patient with me since i had tons of questions about shipping and about the laptop itself.
Maybe this is something that happens 1 i n a million times? But I dont understand the part where they cant pay for the shipping of the laptop back to them. Maybe they thought "at the end of the day profit is still profit even if its from an unsatisfied customer." I know its costly and they want to earn money cause obviously its a business but not solving this problem may result in the losing of customers e.g. a person who wants a laptop and was considering getting from them but after seeing this issue/thread will be going to another reseller. IMHO they should have tried to fix it by paying for the shipping cost. The simple gesture of trying to fix their wrong by paying the shipping cost(even though they would have lost the income they got from you)could have made them a company that stood out among other resellers.

 

So after this conundrum, Cedric the service manager, is popping a stick of RAM free of charge in the post for the bother.
Not all half bad over there at XPC. Pity though, should be working for a better company.

Full marks to Cedric! I understand he's gone out of his way to make things right. :thumbsup:

Might give the screen removal a go.