Xotic experience (Beware)

The laptop (Sager NP9377S) was ordered on 12/16/2014.

It took 3 weeks to go to Phase 2
It took 2 days to Phase 6

Now I tried contacting Xotic to check if at least the laptop that I am excited for is there. Chat time is taking so long it so I decided to call Xotic.

I spoke to this Derrick person to ask status on my laptop since it is almost a month already and he told me it is still under phase 6. That's it. No apology nor any sympathy that it's been so long since I have to wait for that thing.

I mean, really? He sounds like this is normal for the delivery to be a month. I thought it will be like 3 weeks or something but nope. When you order from Xotic without any cosmetic upgrades, it will be one month. Maybe more. Heck, maybe one year. LOL

I heard great things about Xotic. The way I experience the issue right now, it sounds like it's hearsay.

I get it's not Xotic's control but at least sound sympathetic about it. I mean, show the effort that it's being worked on. Had this person sound sympathetic and at least go out of his way to check, I would it let it slide and feel assured but nah. I felt like I was shrugged off.

If I would have known from the beginning that it takes more than a month to have it, I would not call to check status. I really mean that. I just thought Xotic is a great company and maybe it will take earlier than a month for me to receive it.

TLDR, Xotic's customer service needs improvement. Hopefully these guys won't hold a grudge on me and scractch my laptop or something.

And please, don't show me statistics on how many people you guys made happy with their purchases. Maybe they had a better CS representative.

I'll just pray that my laptop will be in excellent conditon when it arrives (which may be next month LOL).

 

Hello,

Looking through your order history it appears that we received payment via wire transfer as of 12/18 and updated you that the build time would be estimated at 7-12 business days. As the order was placed over the holidays there were days within that build time that cumulative add about another week to the actual time that has been waited than what the business days account for. I show here that it shipped out from Sager to us, to avoid your California sales tax which will typically take 4-5 business days to arrive here. Once received we'll get it turned back around and back to you as well as update tracking information on the order itself.

As of today we'd be in those time frames. January 9th would have been the 12th business day and with it shipping out as of the 8th would've been sooner than that. I do see that you had elected to pay by wire transfer which may account for some of the length of time the order has taken so far in combination with the holidays that happened as well.

I mentioned in the previous thread that in talking on the phone with you I had looked over the time frames on the order and didn't notice anything out of the usual. If I'm talking to somebody and it does indeed look like their order is being delayed outside of what we provided them to expect then I, or anybody else you'd speak with, very much go out of our way to make sure that everything is taken care of. We're not always provided tracking information for shipments from Sager to us, because there are a lot, but when available we will share that information with you. Just so happened that wasn't the case for your particular order. In talking on the other thread I wasn't able to recall your order number specifically but did recall that nothing looked odd about it. I was able to pull it back up through my browser history though and had your Sales Advisor check the shipping dock to see if it was on there and it is in fact on there which means it arrived to us today, 4 business days after it shipped from Sager. As a result it's on the dock ready to ship and as soon as it's loaded on the truck we'll get the tracking information updated you via email.

 

Thank you. If you showed that effort earlier even though there is no result, I would not complain to this thread at all.

Ok, maybe due to the holidays there is a delay. I understand. Everyone celebrates Christmas.

If we were on the phone and you checked with your advisor about my item in the shipping dock or not, I would feel appreciated. I would feel valued. Even though there is a delay, I would feel good because you made the effort to check. Isn't that great Customer Service? And I was not rude on the phone at all. Let's turn the tables a bit. If you were the customer who wants to check status and I made an extra effort to check if the item has arrived since I knew it's been over a month, you would feel appreciated, right?

Let me backtrack on my OP. I am not blaming you guys for the delay. If my post sounds like that, my humble apologies. I just thought since Xotic is a great company, my customer service standards that I expect from you guys should be high. I am not asking for free upgrades or free stuff. I just want to have better communication on the phone between us.


Anyway, I just got the tracking number. 1/20 will be the date.

Thanks for making an effort to check things for me, Derrick.Sorry I had to make this thread.

 

I do understand and I'm not trying to put blame on you in any way. Just wanted to make sure the time frames were clear as outsiders could misconstrue what was being said.

If we're inside those time frames there is very little we can do, that's why we have those time frames provided because that's what we typically see. The reason your advisor was able to run to the dock and check was because it was nearer the ship out time we have as opposed to a couple hours earlier when we had spoke originally. At that time the only information available was that it was just in transit to our facility and would not have been on the dock at that time. If there was anything more that I could've done while on the phone with you I would have but there wasn't any more information that could be given on that at that time as there was no further information for me to give you. We never want to assume the best and have the worst happen. Without clear information saying your package was here, which at 2:30 it very well might not have been, I didn't want to tell you that it was here and mislead you. It just so happened to have arrived today and as a result shipped as promised.

 

Got my laptop last 1/20. No dead pixels. Everything running great. Will recommend XoticPc in the future.