Xotic PC Experience NP9150S

I've had my computer for a few months, and I've decided to post my experience with Xotic PC.

The computer works decently well, but for some reason it benchmarks slightly lower then the average. About about 100 to 200 points on 3DMark 11. It also hits 90C and throttles while running Crysis 3. However, in regards to getting this computer, it was an extreme hassle. The entire process took almost a month and half and that's discounting the time for my check to be processed and the time for the package to arrive. Here's how it goes.

1. This order was originally a NP9150 (not special edition) with the 7970M graphics card. I placed the order and sent a check through the mail. The computer was sent in for production on March 13th. At the time when I placed it, all the parts were available. However, by the time the check arrived, the 7970M had run out-of-stock. No one informed me of this, and I found out through the chat feature on their website. It wasn't until April 3rd that I found out that the 7970M's were out-of-stock. If Xotic PC had contacted me sooner then I could have changed my order and avoided the wait.

2. At this point, I decided to upgrade to the special edition with the 680M. I sent in the difference in cost by credit card. I expected that Xotic PC would allow me to keep the 2% cash discount on this upgrade since this order was so far behind schedule. However, they insisted that they could not give it to me. I changed my order on April 8th.

3. I had to teach your verification associate how to do the math on this order! Basically, since I already submitted $1,444 in cash for the original order that amount maintains the 2% cash discount. The $193 difference is charged in full without the discount. However, their associate removed the 2% from the entire order. If I had not confirmed the amount being charged onto my card, I would have received a much greater charge. The order was confirmed on April 10th.

4. I confirmed to make sure that all the parts were there. However, on April 12th I found out that all screen types for the 9150 had run out. I contacted the person helping me and he told me that there is not a problem. On April 15th, I contacted him again and he said that the computer should ship out on that day or the next day. However, it wasn't until April 19th, that I got a confirmation that the computer had left for Nebraska. On April 24th, I was notified that the computer was on its way and was given a tracking number.

5. I was heading out of town and had tight time constrains. Therefore, I needed to have the computer delivered within specific dates. I mentioned that to Xotic PC. I asked if I could get a free upgrade in the shipping, but was denied. In the end, I had to change some of my plans such that I would be around to receive the package.

6. After over a month I had rather high expectations for this computer, so it was a disappointment when it preformed below average on benchmarking. I contacted technically support at Sager and they said that the card is operating within specifications, thus nothing could be done.

What I see as the main problem is communication. I understand that Sager is slow with giving updates, but since I did not order from Sager, I do not hold them responsible. I constantly was told that Sager has not given an update, but I do not care if they have not. Since I paid Xotic PC, if there is an issue, then it is Xotic PC's responsibility to keep Sager in check and ask them to provide constant updates.

In addition, the fact that I had to confirm at every step of the way bothered me. I really should not have to ask to get an update when something that could potentially delay the order had come up. After this order, I really have no trust in Xotic PC. Unless I am under a budget constraint, I will not order from Xotic PC, nor can I recommend it to my friends nor colleagues

 

Hi Josh very sorry to hear of these issues. Looking at your order it was in stock at the time of your order however by the time your check was sent and cleared it went out of stock at Sager. Out of all of our payment options, paying by check is one of the slower options. It takes extra time as you have to mail the payment to us and wait for clearing time. Unfortunately Sager stock can fluctuate over a two week period and sorry you were in the middle of this as we were waiting for your payment and clearing time.

As you stated I see you switched models on Sunday 4/7 and your order went into production on Tuesday 4/9 and shipped from Sager to XOTIC PC on Thursday 4/18. I am sorry your order time was longer then you expected please understand by paying with a slower method like check and with the extra time of it having to ship to us and then to you (NO CA Tax) also contributed allot of extra time to the order time.

Unless we expect to go beyond the quoted time we have provided you, we do not send out an additional update. It is definitely something we are presently looking into so customers get more updates during the order process. At the time of your order it was expected to ship within the standard production lead time we had provided you in a update (5-16 business days), unless it was expected to ship outside of that time frame quoted we wouldn't send another update on production status. In your case, your revised 2nd order, shipped from Sager to us on the 7th business day from when it went into production. Our salesmen always try give out the best information as is provided us by Sager and sorry again that he expected it to ship around the 4th or 5th business days and it ultimately shipped on the 7th.

Regarding your systems performance that is concerning you, are you using the latest NVIDIA Driver as on Sager's website?

We appreciate your feedback and sorry to hear we didn't meet your expectations and timeline. This is not our intention as we always strive to exceed customers expectations. If we can help with anything don't hesitate to ask.

 

I understand that by using check, the Sager parts could (and did) run out. However, I am more bothered by the fact that I was not notified of that a part had run-out. I had to go to your website and ask about the status of my order before I found out. Note that for the upgrade, I paid using credit card. None the less, a part still ran-out. This time, I found out by browsing the sager website. When I contacted Xotic PC, they didn't know anything about the issue. Thus, I am assuming the two companies do not have a constant line of communication. I understand that the no CA tax does take longer, but that was only took a few days. ( got confirmation on when my package was shipped out. I am much more bothered by the lengthily build time.

The first order using the 7970M was definitely outside the estimated build time, and I did not revived any notification...

I am using the latest NIVIDIA driver, which people have recommended on this forum. Previously, I made several forum posts in regards to this issue and arrived at the conclusion that this video card is just doesn't quite preform up to par but is within the correct range.

 

Thanks for the reply Josh. Although your item went out of stock while awaiting your payment to clear we were advised from Sager it would ship within the lead time. From when you changed to a new configuration to get it quicker I show we shipped your laptop in 7 business days from when it went into production. I am sorry it took 7 days as they were aiming for the 5th or 6th day as Derek mentioned to you was the goal ship date.

What is leading you to the decision it is not performing well? Is a specific game not achieving the desired FPS? A benchmark a little lower then you expected?

 

I understand that after the change, the production was within bounds.

I am more bothered by my original order. That order went into production on March 13th. I was notified that the 7970M GPU had run out of stock on April 3rd, which was the 15th business day. I am sure Sager has some way of taking inventory such that they know which computers they can complete which they will need to wait on for additional parts. If I remember right, I saw an estimation that they have revenues in the millions, so they have to have a good inventory system. I highly doubt their assembly is like, "Oh, we ran out of parts; let's notify Xotic PC" (which is kind of like how it seems). I also understand that there could have been a bad batch of cards, but Sager should notify Xotic PC as soon as they find out its bad. Also, I doubt they test the batch only when they are running low. Now, I understand this may be an issue on Sager's end in that they may have not informed Xotic PC that their parts would run out. However, since I did not pay Sager, I do not hold them accountable for the hold up. I will hold Xotic PC responsible since my check was written out to it. I was also told at one point that the usual associate in charge of communicating with Sager was on vacation and his/her substitute was taking longer. This could have contributed to delay.

Just to recap, I dislike how it took 15 business days for me to find out that a part had run out. It is understandable that a part could run out, but not being notified for 15 business days is not. Then there was the almost getting charged an additional $50 because the verifications associate did the math incorrectly.

I used 3dmark 11, 3dmark vantage, 3dmark, and Crysis 3 to benchmark. I compared these results to other people's on NBR with the same configuration of laptop and graphics card. I tried various configurations such as max fans, power settings from the Sager control panel, power options from Windows, drivers, and a few other options. In the end I was about 100-200 points short in 3dmark 11 from the average. I called Sager's technical support and they said that the card should be within the correct range even if it benchmarks slightly lower. In any case, I do not have a problem with the issue any more.