My Xotic PC Experience (2 orders placed in the past 6 months) - a post in progress

Please Delete - Xotic resolved all issues in a satisfactory and professional manner. Tanner in service is a star representative for the company!

 

Let me just say I can related to your troubles.

In 2011 I purchased my first Sager. I maxed everything on the upgrade, CPU, screen GPU, 3 year warranty, etc. So around $2500 (this was a 15" btw).
Got it and had issues, screen had bad pixel and also was doing red ghosting.

I like you hate sending things back because it risks more damage and I am sooo anal with things I know people don't take things apart or put together with as much care as I would.

Anyway, ended up doing an RMA. Got a whole new laptop... Guess what, it had different issues, bad GPU. Or so we thought. They sent me a new GPU, I swapped myself and it turned out no go still, so must be MB... Again exchanged entire laptop.. So was up to number 3 now.. lol

I also purchased mine through Xotic and like you didn't fault them. They got me in contact with someone on the higher side of Sager and let me just say Sager stood by the product and did me right. The third laptop ended up being perfect, they extended my warranty date to make up for the 2-3 month wasted without any hassle when I asked.

Fast forward some... Had GPU fail again. RMAed laptop they swapped. Few months go by, onboard nic died... RMAed laptop, they exchanged MB and keyboard (as I complained about a rattle on it). Got laptop and guess what, the MB was DoA. RMA again and finally they got it right.

So basically I went through 3 NEW laptops, and after 2 or 3 GPU and MB... I hated it. I swore I was bad luck or something would be damaged more etc. but you know what? End of the day Sager took care of it all and even gave me some extra to help for my troubles (not going to go into that as it doesn't matter). So in all I started to hate Sager. Such a great machine but i swore quality sucked and TBH it's really Clevo at that, not them lol.. But they took care of me. The laptop always came back in the exact condition I sent it in and I was always thinking the worse... It will be scratch, dented etc.. but nope, same condition I sent in.

This is not typical though. I in general have bad luck lol and this was just an odd string of things. I work in IT for a living and also am VERY careful and anal with my things. My laptop 2+ years later still has the plastic on palm rest, over camera, finger print etc. even hah.

Basically though while it make suck I can say Sager & Xotic at the end of the day held up to they part of the deal and honored everything and made sure it was all right.
I don't know if I would have gotten the same luck just crying to Sager as I did when Xotic got me in contact with the person they did at Sager but I am grateful. While it sucks I had the issues they took care of it and I can't have asked for anything else.

So this all said, I feel what you're going through, and like you was impatient, ancy etc. I mean why not, we spent soo much but until it's all said and done you never know what will happen.

Anyway, keep us updated and let us know how it turns out. I am sure when it's all over they will make sure you are taken care of and by them I mean both companies. While Xotic is just a reseller, they have good contacts as a result of that and that's one thing you buying from them gets.

 

I'll also touch base with Tanner and Josh on Monday about your computer and see if i can help out in anyway.
We are in chats on Sat/Sun but its limited times, not the full 9-5:30 like during the week. Since our office is closed on the weekend we log onto live chat from home and get on as our guys are available.

 

Thanks Hutsady! I know you guys will make it right and nothing always goes perfectly, but what can really tell guys about a great reseller is how well you handle issues - even if the customer (me in this case) is frustrated.

But something you may want to suggest to your team is having an indicator that chat is available on the site instead of it being luck of the draw. I did spend several hours "waiting for the next representative" that yielded no results. I did it at 3 different time points - and that was just with this order - with my last order I experienced the same thing at likely different time points. That seems very confusing for customers is all! But an indicator that someone is actually available would be amazing...because I have seen the screen that says "we are not available" after clicking chat, but that doesn't seem to be consistent and no one seems to respond to those mails (that result from the not available screen) on the weekend unless they are sales requests.

 

Updated original post after today's call on 7/22. Xotic PC is awesome!

 

Glad to hear Tanner got you all taken care of.
As you mentioned having an indicator saying if a live chat rep is currently available will help out. I'll see if we can get that on there.

 

Update 3 added. I hated to do it but, this is killing me. Oh and it's my 30th birthday! Happy birthday you wasted 3 grand! At least that's how I feel.

 

I'm sorry to hear the replacement screen had dead pixels. I know you did talk to Tanner at the end of the day, not sure what all was discussed with him but hopefully he's gotten you taken care of or will have a resolution tomorrow morning.

 

Update 4 added

 

Update 5 added.

 

Update 6 and hopefully the last update added.

 

Glad to see everything worked out.

 

Update 7 added.

If I end up sending this back for a refund, can someone guide me to where I can find a reseller that values their customers satisfaction? I trusted reviews on Google and I do not want to do that again!

Thanks!

 

it's always been standard to email sager support directly for EC/BIOS updates. i believe that's changed recently, but what's your problem again? i applaud Roland for his patience. it's usually frowned upon to copy and paste a private correspondence here.

Sent from my PI39100 using Board Express

 

I can remove the conversation - but patience is not what he is good at. Did you actually read it? Have you ever used their services? Other sales associates have helped a lot more and would find the answer for me rather than sending me elsewhere. This is not the first correspondence I have had with Roland. And he was not patient - all of a sudden when I need services they no longer exist? And "please come back when someone else can help you because I am not" is not patience. It was a smug conversation, not a nice one. Especially when you pull up an order with as many problems and notes as mine has. You have context, don't read things out of it please. It makes things seem differently.

Tanner has e-mailed me from Service - and he is going to aid me. The 9370 had a bios update on the Sager site and that was only 3 months ago. I see it isn't there now so they too must have changed policies, but still - as a customer I should be informed not redirected or given the run around. Furthermore - they are supposed to have 24/7 tech support. That is all over the site. Still - right now. Sorry if I seem upset - it's because this process has had me upset from the day I opened my box with a bad screen and keys broken off my keyboard. This isn't your fault at all - but please don't come here to defend them. You cannot change the mind of someone with the experience brother. I have the experience and this is it. There is a long post on page 1 of this thread. Read it all and you will see what went wrong. How often do you drop 3 grand and then have to take the item apart and replace pieces of it? And when that isn't frustration free - customer service needs to be there to make up for it. I hope we can see eye to eye on that.

But I will delete the conversation, you're right. I shouldn't post that here.

 

Conversation removed. Sorry about that. I was angry. I added some more clarifying info to my most recent update. Hopefully it helps you understand more.

And trust me, I know the customer is not always right - but when you have what you wanted out of the customer and he doesn't have what he paid for - he has every right to be upset.