So far not very good with xoticpc

On 11/7/15 I placed an order w/xoticpc for three SAGER NP9870 (CLEVO P870DM-G). Very excited to get these. I paid extra for the "rush delivery" option on all three.

On 11/9/15 I get an email stating that "to protect customers" xoticpc "requires" that I photocopy my drivers license and credit cards, both sides, and email/fax the images to them. Okay, I develop finance and health software systems for a living. What they are doing by having people send those is very irresponsible. So I call the credit card company and confirm that their merchant agreement prohibits xoticpc from doing that, and the credit card company is unhappy. When I tell xoticpc this (Rachel), they say "oh, it's not *really* a requirement, just a suggestion, you don't have to, but if you don't it will delay your order 24hrs". I tell them that's fine, I'd rather have the delay.

So, moving on.

It's now 11/25/15 and I can't get any status other than they have charged my credit card.

I tried calling them MANY times, never ever get through. Check my online xoticpc account but it shows nothing at all. Tried emailing Rachel, she says I should talk to sales and copies them via email, but they don't actually reply. I connect to "tyler.m" yesterday on chat but he never responds. Today I connect to "cynthia.b" and she says "apparently they are still processing payment". I tell her that can't be right, that they charged my credit card for over $10,500 about 2 weeks ago. She then says "oh, well then you should get a status update soon". Nothing else out of her.

So, I buy 3 laptops, I pay extra for rush shipping, they charge over $10,500 on my credit card, and now 2 1/2 weeks later as far as I can tell they have done nothing. But I can't even really be sure.

So, at the very least, so far this is not a great customer experience. Still hopeful of course, but seriously I just feel like the xoticpc customer service is pretty craptastic so far. And if it's this bad when I'm giving them my money for a new order, what is it going to be like if I have a problem or need support? Yeah, great. Hard to be optimistic about that.



UPDATE 12/1/2015:
The laptops arrived yesterday. First off, the laptops themselves are awesome. The custom wraps that xoticpc did look spectacular. The configs appear to be just exactly as I ordered, and they were pretty customized. I did have some minor issues w/the Office activation, but when I reached out to Alex he immediately got back to me and got me straightened out.

So, for me the experience went from nervous/irritated to very pleased.

I think my initial criticisms are still valid: I went from "Phase I" to "Phase 6" with no contact whatsoever. What happened to phases 2,3,4, and 5? But more importantly why could I not get any information from my account, telephone,chat, or email? It wasn't until I posted here that things got on track; apparently coincidentally.

I'm willing to give xoticpc the benefit of the doubt on the reasons behind that being a new website.

The bottom line is that at the end of the day they delivered the goods, things were as expected and nicely done, and when Alex did step in his assistance was great.

 

Hello,

I'm very sorry to hear about this. If you PM me your order number i will check into it for you and find out what is going on with your order.

It sounds like you placed the order just before we changed our site. i do apologize that this has caused issues in the tracking of your order however i'm positive that sager is still working on it.

With your new order number, or email address i will be able to find out where it's at and get it going. Sagers typically sit in phase 1 the entire time they are being built so that's not to uncommon to be in phase 1 especially with the types of builds it sounds like you went with.

Again i'm very sorry for the delay and will do everything possible to get it rectified as quickly as possible. Please PM me or email me and I will get it taken care of.

 

He needs four more posts to PM. Maybe e-mail.

 

Just an update that with Alex's help I did receive an update that apparently my laptops have just arrived at xoticpc today from sager. So, thank you Alex, and my fingers are crossed.

 

Should go pretty smooth from here. The guy you got the email from today is the guy who does the etch's and wraps that are on your order. It actually worked out that was the next "normal" status update. I'm sorry it didn't get updated when shipping from Sager to XPC.

I do appreciate your patience while we go through the website change. The old orders right now just take a little more digging into than the new orders and we are all working through learning how that looks. While we are learning how it looks, the production and inventory teams are still laser focused on getting every order out as quickly as possible with the highest quality.

I'm excited to see your PC's all done on Friday, i'll probably have to go back and sneak a peak just before we ship them Please don't hesitate to contact me if there is anything that I can help with.