The XoticPC Experience - 2nd Order

I would like to write about my experience ordering with XoticPC. Although this review is intended for customers who cannot decide on which reseller to go with I do hope everyone can learn from it. First I would like to point out that all staff members of XoticPC I’ve spoken with have been amazingly kind, well mannered and extremely helpful. Their customer service is awesome. I decided to conduct business with XoticPC based on the previous reviews I’ve read while doing research here. Malibal and LPC-Digital were also in mind but so much of my time was invested into reading and learning about XoticPC’s loyal service that they instantly became my reseller of choice. Michael S. was my sales advisor and ordering with him was a swift and easy breeze. He provided help with any information needed and answered all questions as quick as humanly possible. Heidi provided status/phase updates whenever I’d call to check in with XoticPC.

My first NP8170 unit that I received from XoticPC had a defected Left side Speaker. So after posting examples of the distorted audio output and description, I requested an RMA for return.



I hope to have a better experience on my 2nd order from Xotic which is currently in production. Below is the current up-to-date Timeline In brief

TIMELINE:


November 28th (Monday): I emailed support at Xoticpc.com to set up an RMA for return due to a defective Left side speaker (same issue another NBR member previously had) and I included example recordings of the distorted audio output as well as threads opened by other NBR members with the identical issue.

November 28th (Monday): I also placed new orders (being a replacement order for the previous faulty speaker unit). I placed 2 because I was unsure about which configuration to go with at the time.

November 29th (Tuesday): I received a reply about the defective speaker from XoticPC’s support department along with RMA-for-Return instructions and address to ship the notebook to.

November 30th (Wednesday): I paid $195.80 to ship the notebook using (Next Day Air Early A.M) service with UPS in order to speed up the process.

December 1st (Thursday): As planned and scheduled, the notebook Delivered on Thursday, 12/01/2011 at 11:39 A.M. to Sager for refund processing.

December 13th (Tuesday): 9 business days later, at 7:50 p.m (est) I received an email from Sales stating: My Rma refund credit is now available. I was told to submit a new order because of many changes I'd made to my previous dual orders on November 28th.

December 14th (Wednesday): I replaced my order and received confirmation via email. Given the fact that the Rma process was long, I had to try speeding things up a bit more. I then called and spoke with Elizabeth (Owner of Xotic?). She was awesome! Extremely nice and very helpful. She helped me expedite my order in the hopes of receiving it before Christmas time. She explained that I would need to select express shipping in order to try to reach the requested date line. I agreed over the phone for “2 day air” from Sager to Xotic PC Nebraska location (due to my order of a Screen Upgrade: the Glossy screen w/ 90% NTSC Color Gamut) along with Rush production and was told to confirm the information through email as well. I waited for the email and quickly replied once it came in. “Please confirm that you would like to upgrade the shipment from Sager to Xotic PC to UPS 2-day ($64.00)” – yes, I confirm.

December 16th (Friday): I called in for a status update about rush production and 2day shipping that I'd paid for. The reason was mainly because the GPU I ordered was on Back Order until 12/16/11 when I checked earlier that week. Before calling, I decided to check Sager’s website again and noticed the GPU Back Order date had change further back to 12/21/11. So after reaching the customer service department, I was told over the phone that
"Sager confirmed your order ready for shipping today to XoticPc, but it is not guaranteed and we will not have tracking until the following business day, Monday December 19th".


And so my plan to receive my order before Christmas is very likely not to happen. Why? I assume because of Sager’s refund processing time. The RMA return time is a quite lengthy process. The average RMA process time is 9 to 16 business days so even though I paid close to $200 to get the unit to Sager promptly, it only made a slight difference as far as timing goes.

I greatly appreciate and value XoticPC efforts in helping reach the target date for my order although I believe it will not be possible based on 5 (business days) left before Christmas Day.


I will keep everyone updated daily.

 

Interesting.

I'm in the process of getting an RMA for my 8170 from XoticPC (dead pixel and I did purchase the no-dead-pixel option.)

I'm curious how long it will take once I ship off the unit. I'm figuring about a month to get a new unit, which is pretty sad. Hopefully I'm wrong.

 

Roughly around 2.5 to 3 weeks if they are only replacing the screen. But if you are in the same scenario that I was in (refund / placing a new order) then it will take 4 weeks give or take. It's all on Sager and their atrocious refund period. Keep in mind that they do deduct shipping cost from your reimbursement.