XoticPC - NP9170 - Feedback

I ordered an NP9170 from Xotic and overall the experience went fine. I do have a few observations worth sharing:

-They seem like a small to medium sized company and because of this, there's a certain level of "informality" that can be both good and bad.

Good in that I was able to easily cancel my order and resubmit it with just a note about the previously cancelled order.

Bad in that I had to do this myself and I couldn't have just told my changes to my sales rep and have him do it.

It's really a small inconvenience though and not all that bad because I ended up changing my order from a 15" to a 17" Still, I was a little uneasy about having duplicate orders possibly active at the same time for several thousands of dollars. It all worked out fine though.



-Thankfully, I haven't had any problems (knock-on-wood) but I'm really not sure what the "value add" was in ordering through Xotic vs ordering directly from Sager.

As far as I know, Sager handles all of the warranty work anyway, so unless you're getting some Xotic customization or you need some sort of tech support, I'm not sure what they add to the equation. I didn't get any non-factory customizations and I generally don't need tech support, so I'm not sure what I got out of the deal.

Still, they seem like nice competent folks though, so maybe it will pay off somehow in the long run. It's also very nice to see them fairly active here on the forums and I think that's ultimately what convinced me to order through them. We'll see how it plays out in the long run I guess.


-I think there should be a little more clarity in how the 15-day and 30-day guarantees work.

?Are these days counted from the order date, the ship date, or the date you receive the machine?

?If it's the order date, what happens if your order gets delayed because of a part supply issue?

?Who does the machine get returned to? Sager or Xotic?

Again, I'm glad I haven't had to find out, but I probably should have asked for some clarification before placing such an expensive order. It wouldn't hurt for there to be a better explanation about all this on the website (unless I missed it).



-The one mini-gripe I have is that I had a small refund coming, and it took a while for them to get it back to me. Granted, it might have been a PayPal issue, but I felt like I had to keep prodding them for information about it.

Instead of them saying "OK, here's what is going to happen, and how long it will take, and who to contact with any questions." all I got were terse "auto-response" type messages that didn't really make me feel like a valued customer. Especially considering that I just gave them a couple thousand dollars. I got my refund though, so again, it's no real issue, just feedback.

Overall, my experience with Xotic has been fine. They were courteous and answered all my questions. With the exception of the refund thing, I felt that their response time was very quick. I received my machine in good condition, with no problems, and I'm a satisfied customer.

Would I order from them again? Yes, I would consider ordering from them again, but I will also consider the other resellers as well.

Thank you Xotic and good luck to everyone with your orders.



PS - A note to prospective customers about Clevo machines in general.

I've ordered all of my previous machines from either Dell or through a large online retailer, so I'm used to a very fast turn-around time as far as shipping. It's important to remember that with these Clevo based notebooks, they are actually building your machine for you. They aren't just grabbing a pre-assembled machine off the shelf, throwing it into a box and shoving it out the door.

Because it's not churned out 3000 units at a time on an assembly line, it will take a little bit longer to get your machine, but I think it's well worth the wait. In the end, you have a customized product that will, at least in theory, fit the needs of your particular situation much better than a generic machine from some large OEM.

 

Hi PopeJamal, thanks for taking the time to write this out. It sounds like you're pretty happy with the computer you got and the whole experience in general minus the refund which i do apologize about that.

I'll be happy to clear up any questions you have here.
When you want to make a few order changes we do ask for a new order to be placed as we cant actually edit the order once its been placed. When only one or two changes need to be made thats usually no problem but when it gets to more then that we do ask you place a new one to ensure order accuracy, some changes you requested could get missed and we want you to get what you want. If you change to a different size that would also be a different model. That way the order and comptuer are the same model. You can imagine trying to get warranty work down the road when your computer is different then what our system says it is.

When you order from any reseller you get a couple extra perks compared to buying directly from Sager. The prices are identical but you get 24/7 Lifetime Phone tech support from us and we extend the labor coverage to limited Lifetime vs 1yr Sager gives.

We do have the return policy listed on the last page in the terms and conditions box, I realize its become pretty standard for people to skip over that and just click the agree box. It's 30 days from the day it shipped out from Sager. If you ever do need service let us know and we'll set it up regardless of where it needs to go. Usually it will go to Sager, but again we'll set it up.

If you do have any other questions just let us know, thanks!!!