Avoid XOTIC PC, this nightmare cost me 200+ USD and no laptop

I recently placed an order for a Sager/Clevo laptop from Sager NP8278-S (Clevo P170SM-A) from XOTIC-PC. I decided to take advantage of the cash discount they were offering on the site by deciding to do a wire transfer. The order placed on 08/04 and shipped on 08/15 I received it on 08/21. My grand total including all costs 1546.45 + 30$ (Wire transfer fee)
Out of the box the laptop had multiple issues. The touchpad was smooth in some places and scratchy in other places and was very unresponsive and flakey. This however was not the biggest problem, the laptop would randomly turn off while being used on battery power, despite being fully charged. After multiple attempts to reach XOTIC-PC support I managed to have email conversations and eventually a phone conversation with their customer support. They had me remove and connect back the battery pack and none of this seemed to fix the problem. They asked me to ship it in for a "repair". However I expressed interest in having a refund, as the problem with the touchpad and the battery issue on a new laptop did not inspire confidence in the product. This was the start of my nightmare experience.
XOTIC PC would not cover shipping of the laptop back to them. Despite buying my laptop from XOTIC-PC, they seem to defer to Sager policies for returns and or any questions. Cost of Shipping and Insurance which they insist on was (60 USD)
Since my laptop was shipped to XOTIC-PC location from Sager, to avoid California costs, they would not cover the cost of shipping from Sager to XOTIC-PC, Also other costs for any additional services such as Expedited Shipping was all dumped on me. Total loss here was ( 97 USD)
Cost of original wire transfer (30 USD)
They want to deduct a further 43 USD cost to wire transferring me money back to me. (43 USD)
A grand loss of 233 USD and no working laptop. A laptop that arrived faulty out of the box.

XOTIC-PC does not take responsibility as a reseller and resorts to being a go-between Sager and the customer once a faulty product is encountered. They completely wash their hands of all responsibilities and pass on every cost down to the customer. Returns, Shipping, Wire transfers, Services etc etc..

I tried my best to work with them even offering to work on a repair if my warranty was extended. Again they deferred to Sager and said they could not do anything about it, because it was Sager policies and not theirs. There is further fine print stating that if the the laptop is not returned within 30 days of shipping I would be charged a further 15$ restocking fee. This considering the order took 5 days from shipping to arrive at my place.

If you really want to buy a Sager laptop buy it directly from Sager they have a site and sell directly. I rather interact directly with the manufacturer rather than have an unhelpful middle man, who just extorts the customer for every penny when a transaction fails.

Avoid this nightmare, there are other legitimate sellers out there, who will take responsibility when a product is bad.

 

We are currently working with this customer on a resolution, all of our policies and Sagers policies are very transparent and have been conveyed to the customer throughout the process. Customer was offered a free repair at no cost and still decided on a refund unfortunately. All costs involved with a wire transfer payment and costs involved with a refund are emailed to customers prior to them initiating the wire transfer. We try to be as open as we can about the costs involved so customers can make an informed decision on the method of payment. Any deductions are the same whether purchased through a well known reseller or from Sager directly, the reason resellers exist is so that we may help with issues that arise with the manufacturer. Currently we are in contact with Sager to itemize the deductions and see if there is anything we can do to help in this situation

 

Sounds like you didn't read the fine print and do your own proper research, which if you're making a $1500+ purchase is on you. I bought my computer directly from Sager, so I am not a shill for Xotic. I have, however, recommended them to a few friends who purchased laptops from them who have not had problems.

As for wire costs, that's on the bank you choose to do business with.

Return/Shipping policies are all pretty clearly spelled out if you take the time to research it. You waited more than 30 days to return it, putting you into the warranty period.

As for dealing with Sager directly, that isn't a picnic either. My laptop came with a single stuck pixel (which I knew I was running the risk of since I declined the pixel perfect warranty) Sager stated as much when I called them. Again, since I did my research before spending over $1500, I knew what my options were. The pixel eventually either unstuck or I simply can't find it anymore. Had the laptop (in my signature) for almost 2 years now and it's performing well.

One of the reasons resellers offer a cash discount is that it saves them a 2-3% servicing fee that is levied by credit cards. Credit cards provide their own benefits, especially in purchase disputes as you can dispute the charges and the credit card company steps in to help. My credit card also extended my warranty by a year.

All in all, I can understand your frustration, but you should take this as a learning experience to always do your research before making a major purchase.

 

I don't really have much to offer other than, even though I ended up going with GenTechPC for my laptop, XOTICPC is/was far and away the best customer service I've had anywhere. Sorry your experience was different. Hopefully you get things worked out.

Rob

 

We were able to help sort out the issue and OP should be receiving a full refund I am sure they will update once it is recieved.