RMA Experience so far with XoticPC

Hey guys,

Well I had problems with my display in my NP9377sm-a, it seems lots of people who have Alienware laptops also had a similar problem, anyways I just wanted to document the process with Xotic and Sager fixing the display. I filed for the RMA on 8/31/15. I already have a extra display but it is 120hz so Xotic spent sometime trying to find out if Sager could install this display instead of replacing it with the current 60hz display it has. Well on 9/04/15 is when I guess they found out Sager could not do this since it is 3rd party compoient so they sent me the prepaid postage then also on 09/04/15 it was late in the evening so I am not able to ship it out until Saturday 09/05/15....I will keep this page updated so far Xotic and @pat@xoticpc has been very helpful with any questions I have and keeping me up to date with everything that is happening so hopefully this will continue to go smoothly and I will get my laptop back sooner rather than later

 

Hopefully we can get this taken care of for quickly, now that we have the RMA set up. Sorry about taking a bit on getting it ready, but we just wanted to explore any options on the 120hz screen for you. But as always, let me know if I can help with anything!

 

Hey @pat@xoticpc , yah thanks so much for looking into having the 120hz display I own installed to replace the broken 60hz display. So I understand why it took a little longer than normal, and that was because of me not you guys. I asked you guys to see if Sager would install it, and I am disappointed that they say the display won't work because I know it will there are other members here on this forum that have the 120hz display installed in this laptop NP9377sm-a as they installed it themselves, from what I understand you have to take a part basically the entire laptop to get to the motherboard to install the edp cable. Which is why I didn't go a head and install it myself....so I am a little sad that they won't install it but I kind of knew they probably wouldn't. Now I don't know what to do with this extra 120hz display and edp cable I have. I wonder if Sager has a 120hz display that I could pay for them to install? I really hope the only problem is the display because since it went out suddenly and I didn't have an external display to try and back things up that means if something besides the display is broken, then I will loose all my data. Also @pat@xoticpc are you sure they don't want me to include the battery? because in the RMA details message I got through email only said to not include to power adapter...need to know soon because I have it all packed up and ready to go according to all the RMA details the only thing I am worried about is if I am suppose to include the battery and also the prepaid postage was for 14lb's only well my NP9377SM-A is quite heavy even with out the battery and it does have 2 980m's installed plus it says to put the laptop in the manufacturers box and then put that box into a even larger box with proper packing such as bubble wrap or packing peanuts...all this weight adds up fast so I hope when I take it to UPS that it is okay on the weight...I packaged it the same way as I received it which was with the "white glove treatment" so it has that special padding plus some bubble wrap plus some packing peanut.....so I hope that they accept the package...and again everyone at XoticPc has been great so far, pat over at xotic has kept in contact with me here on the forums and has been very patient with me asking him all sorts of stupid questions and I really appreciate it, I can promise you that you would never get that kind of service from HP, DELL or some other company like that....but I did pay a pretty penny for this laptop I am very glad I invested in the extra warranty time! I will update this more as I get more info!...sorry for writing a book here just trying to make sure I give the correct impression of what is going on with my RMA!

Brent

P.S. - Really wish I could have the 120hz display installed maybe Sager will suprise me and install one LOL very doubtful as I have the worst luck! So what should I do with this display?

 

Yeah, I asked our service manager and he said to not worry about the AC adapter and battery.

Thanks for the kind words, and I'm glad to help out. Don't ever feel like you are bugging me, I'm here to help.

 

@pat@xoticpc , once Sager does the RMA for Brent, can't they send it back tto you guys to and Brent can send over the display for you guys to fit it? Probably that will be the end of his warranty but should be an option IMO..

 

I pursued that, but in general we don't work on parts that we didn't order ourselves. Same with Sager.

If there is an issue with a part bought somewhere else, like if it shows up damaged, if it isn't compatible, or if it isn't a part we are familiar with (in some situations) and we break the screen or the computer, there could be a huge nightmare of issues that come up. As much as I would love to be able to change that out, it isn't something I could get set up.

 

OP, I asked Eurocom if they will install the panel for you or if they don't generally do things like that. I have a feeling that they will say YES and they will actually install the panel for you. Most outlandish things like that I have asked from Eurocom they have generally said yes. However, they are closed on the weekend, so I expect an answer some time on Monday and I will give you an answer then.

In other words, don't get rid of your display just yet, be patient, ask around and find a reseller willing to install it for you. You'll be able to enjoy the glory of 120 Hz eventually, I'm pretty sure of it.

 

Wow, cool you didn't have to go through all that effort just for me lol....I think once I get my laptop back from the RMA, that I will just keep the 60hz display and keep everything the same until my warranty is up then I might try and get the 120hz display installed but for now...I will just keep up with its monthly cleanings and keep everything set to stock settings encase something bad happens again, I will beable to use my warranty again to RMA but it would be nice to know where I could get it installed for in the future! thanks so much guys!

 

It's no problem at all, I was already sending emails back and forth and figured I might as well ask for you, since I was curious in general as well as it's good to know things in case you ever need to get a part installed professionally. I forgot that today is labour day so obviously they wouldn't be open, so they should be answering me tomorrow and then I will let you know what they say.

Edit: They said yes, that is something they offer. Fill out a support request here: http://www.eurocom.com/ec/supportr()ec

 

Well Pat from Xotic has been amazing putting up with my questions, but the person taking care of my RMA is well not answering my questions, taking forever to reply to me and when he does "answer" a question it usually has nothing to do with what I asked or just doesn't answer at all....they won't install the 120hz display I have which I guess I can get because I bought it myself and like Pat said it could bring up issues so I ask the guy named "Barry" taking care of my RMA if there were any upgrades to the display that is now broken and this is the exact email I got back so I quote "Brent,Unfortunately the only upgrade option you have would be the screen you have in currently or the original Sager that you could go back to if you would like to pay for this display. I also forwarded your other message to the Sager technician." and well there have been lots of problems mostly with communication which is unfortunate. first he tried to make me pay for the shipping, but once I reminded him of their own warranty policy I got my prepaid postage in about a week. Its sad most of this is about communication and it shouldn't be this difficult? I don't know if Barry is over worked and is just trying to send out a fast email to me or if he just doesn't care? I do want to make it clear everything else about Xotic and the others I have worked with which include Pat and Hut have been GREAT. I don't think it should take a whole day or 2 to answer a simple question and then if I get an answer it doesn't make sense or doesn't apply to my question...and since they never make sense or my question isn't answered I always have to reply and then wait a day or 2 only to get a reply that once again doesn't make sense or doesn't answer my question so I have to reply again ....and this keeps happening and going on and on ....not sure what to do all I want is a simple clear answer to my questions...well that and my laptop properly fixed in a timely manner and then securely mailed back to me in a package like I mailed to them...but thats getting a head because how are they going to fix it or upgrade something for me if it takes forever to get questions answered and if they don't get answered I don't get what I need....anyways I had a vent a little and I didn't want to have to post something like this about Xotic because Pat has been so good to me, but I know Pat has other things to do it isn't his department to handle RMA's that is Barry's job but Barry isn't doing his Job....I will let you all know once I hopefully get things worked out.... man o man this is a big headache!!

 

I know Barry has been working to try to get the questions over to Sager, like bringing up the EDID as you had mentioned, and he is doing what he can to try to expedite the process. I'll be checking in with him to make sure that he is on the same page, and getting all the questions answered. With some of the delays in responding, I know sometimes he does need to reach out to Sager for answers and updates, which can take a little bit to get back to you on that. Also, the service team in general tries to respond as quickly as they can, but might need to get approval on things, request updates from other companies, or could just be juggling trying to get all customers a response as quick as they can.

But I'll keep up on this with him, and try to answer questions when I can. Thanks for the kind words as well. Let me know if there is anything else I can do for you though.

 

Well I got an email yesterday suddenly that my laptop has been shipped out via UPS and is on its way back to me, but we were having problems because the display I had was an upgrade and was 72% NTSC from the stock display which is 60% NTSC and Xotic wasn't quite sure if Sager had the 72% NTSC display to install so they still haven't found out that yet but it is shipped out to me....thats kinda scary...so right now I am currently just waiting for a response from Barry to tell me what exactly they fixed....so I am not sure how my laptop was shipped out if they haven't even figured out if Sager had the correct display to install unless they some how fixed the display that was already in it.....so I am crossing my fingers hoping that everything is fine, if so it seems that they fixed it and sent it back to me really fast which is awesome! Because I had just sent it out to them on the 8th they received it the 11th which is a Friday and then they sent it back to me on the 15th so thats a really fast return time. SO I will post more info as I get it, I really really hope that the laptop doesn't have to be sent back for them to put the proper display (the 72% NTSC) in.

 

I checked with Barry, and he said he sent out an update to you just a little bit ago. Not sure if you had seen it quite yet. He got a response back from Sager, and said they replaced it with the 72% screen, not the other one. Let me know if you need any help with anything once you get the computer back though.

 

Hey yah, I just got the email and he said they replaced it with the correct 72% display...I was wanting a little more info so I wonder if he can forward me the email from Sager? I was wondering if they knew why it stopped working and if there was anything else wrong with it? Did they have to format the drives? I am super impressed with how fast they fixed it and then shipped it out! I am suppose to receive it on Friday! So that's a REALLY fast turn around IMO! Thanks Xotic! (thats you Pat! )

 

As far as we can tell, they didn't wipe anything. Generally they would reach out to us first for confirmation on that before they would format it. He was going to ask to see what all was wrong and done to the computer still, and will update you (or me) when he finds out.

 

Thanks Pat would be great to get more details

 

Okay well they just installed a new display and man good job XoticPC Barry may have been a lil slow at getting me answers or answering questions how I would have liked but I have said it before, I will be the first to admit that I am not always easy to deal with (and especially with my laptop!) but they 150% knocked it out of the park of the speed I got my laptop back I mailed it to them Tuesday the 8th Sager received it Friday the 11th they fixed it and mailed it out on Tuesday the 15th and I received it via UPS today on the 18th! Like I said in my other thread can someone tell me any other laptop provider that would pay for my laptop to be shipped to them all 14lb's of box and laptop lol fix it THAT FAST and then send it back to my via 3-day UPS they didn't even have it for a week!!!! Now I am a lil upset they kept my white glove treatment packaging material....I wish I could get that back......but I am glad I have my laptop tonight that's for sure! I have to highly recommend XoticPC and if you are going to use them please don't buy it from anyone but Pat!!! He bends over backwards to help you get you answers accommodate you in anyway he can! He is definitely the person you want to deal with!!!

 

Glad to hear that it went so well! You got a crazy fast turn around time too, very nice!

 

Thanks again for the feedback over the whole process, and again, thank you for the personal shout out. Enjoy having it back, and anybody can always ask me for help with anything if needed.

 

Hey Brent,

Just wanted to say thanks for the feedback here! I know you've been working with pat a lot but always feel free to reach out to me also if you need anything, want to take care of our NBR family!

If it ever has to come back here (fingers crossed it doesn't) let us know and we will get you some more white glove packaging for it!

 

Hey Alex,

Thanks so much for following up on here you didn't have to do that, but thanks! Yah hopefully I don't have anymore problems. I did tell Pat that ummm probably about a week ago when I turned my laptop on at post where it says "Sager" was completely artifacted out and I couldn't even read the word Sager so hopefully that was just a one time glitch. Again thanks so much I really want to get a T-shirt from you guys some how eventually so I can rep you guys when I go to Lans and things like that Take care!

Brent

 

Brent if you'd be willing to pay for shipping ($13) i can try to get you a shirt? PM me if you want

We are always happy to help!