Not too happy with Xotic PC. Anyone else have issues?

So I was cleared for production 6/19/12. I understand that there will be production delays due to making sure the monitor works and adding the 4 extra gigs of ram and the compound. So 16 business days later they ship out the laptop, i get it 7/18/12. Cool. First thing i notice as soon as i turn it on is that there is a line that looks like a pube on the screen. i was like ew gross, try to brush it away. Turns out it's some sort of crack or line beneath the screen so i call 24/7 tech support right away. The tech on duty didn't seem to really want to help trouble shoot and has me send a picture of it. Never hear back from him again after saying he'll correspond with me through email after looking at the picture. Ok whatever, i talk to Roland (he's the most helpful one when it came to correspondence since i placed the order 6/6/12) nice guy, puts me in contact with the service department.
So after about 2 days of emailing back and forth and asking questions, apparently i'm suppose to send it to the manufacturer to get it repaired and pay out of pocket for shipping my brand new laptop to get repaired. The problem with that is by the time i get my laptop back, i'd be out of the 15 day return no questions asked, also, I may be wrong in thinking so, but if I buy a brand new laptop, shouldn't i expect it to work in tip top shape? especially if it takes 16 business days to get the product. I don't think it's unreasonable to expect not to spend another 40 dollars in shipping to get my BRAND NEW laptop fixed, in which i run the risk of getting some refurbished monitor and still not get the guarantee in case something is still wrong. I would have been willing to keep the laptop if they paid for the shipping to guarantee their QA and service, but after waiting so long for my product and then running the prospect of getting the shaft at MSI warranty and their unwillingness to budge on on a product defect that should have been caught before shipped to me, i decided to just return it just to guarantee my money. i lose out on shipping 38 it back to xotic AND lose out on the shipping promo so subtract another 30-40 dollars. expensive lesson to learn buying a brand new laptop really.
I ended up taking the safe route and did a return this morning. I received it the night of 7/18/12 and sent it out this morning 7/20/12 =( maybe wait til GT 80 comes out or something lol.

Anyways, i've always read good reviews, even got referred to xotic pc through two different friends that have bought from there. Maybe it was just my situation. It was not too great of an experience and maybe i overhyped the company's customer service in my head. anyways, sorry for the type and grammatical errors.

 

I am sorry to hear of this. I am assuming there is confusion on the return. Any warranty repair shipping is covered by Sager. If you are asking to advance replace or use the return policy, shipping would not be covered. If you can PM me your order information I would be happy to look into it. It sounds like information might have crossed paths on what you wanted to do to fix this.

 

sorry for your situation, hope you could solve it asap. I just curious that how did those guys doing on final test on customer's laptop, they claim that they will making intense examination to make sure everything is right,but how come the problem like yours come out? i'm wondering do they really do some work before shipping????

 

^ There is no computer company in the world that ships out perfect computers or electronics all the time. Sometimes things can come up that are not caught in the most strenuous testing. This is exactly why warranties are in place.

 

Your situation is not as unique as you would think. Shoot me a PM and I will help you out.

 

how do you pm someone? sorry... i was trying to find a pm button. new to this thread ;/

 

i think you have to click on the username of the person you want to pm then it will take you to his/her profile page where you can find a button to pm him/her.

 

I believe you also have to have made 5 posts to be able to PM

 

oh i don't have 5 posts yet. this is third

 

this is 4th

 

aaaaaaaand 5th =)

 

still can't pm =(

 

i think you can;t post more than 1 comment/post in a row :< they call it spamming some mod will probably delete these 2 last posts or move them all into one post....

 

oh, sorry =( do you know how to pm by any chance?

 

You need 5 quality posts (so no rapid subsequent posting) and wait 24 hours for the system to update.

 

Ah, i guess i can't pm you until i have 5 quality posts =(

 

I personally would not worry too much about Bugout. He has already been busted for false accusations and has pretty much seems like an anti-XoticPC troll. He hardly ever post on the forum and a good percentage of them were to trash XoticPC. Not saying people have not had bad experiences, that happens. He just seems to have an axe to grind and since he got busted a while back for making accusations he now seems to want to do it the PM route.

Obviously it is your decision!

In any case I hope everything works out for you in the end. Also, BTW I am not a employee of Xotic in any way. I have purchase 2 Sagers from them and had good luck, so I personally do not think your experience is the norm.

 

You can also click on my name and email me direct if you can't PM and I will gladly look into it for you

EDIT: OP Emailed in and it is not a Sager model it is a MSI which has different warranties then Sager's.

 

With XoticPC, you have to be willing to accept that your order may take up to a month to ship.

If you are willing to wait, then they are nothing short of fantastic and they make sure you get what you pay for.

 

A month wait isn't something that we aim for, but there are some situations that arise that unfortunately makes the production times go long. In this case with the Screen issue, this seems to be the case. I do show that once we determined the screen we had would not be compatible we contacted you and had your order shipped out same day when we received your request to keep the stock and get that refund.