XoticPC - Not happy currently

On Thursday 5/29/14 I place an order on their website. I call into customer service and we go over my order for a NP9570 fairly maxed out model 5k. I share my concerns and requirements for this order. I get the wire info so my accounting department can wire the money, this is completed the same day as the order. The only way they can assure my machine by 6/6/14 is to pay for CA sales tax and ship the unit to my customer on-site in CA this week. This makes perfect sense to me and I agree. They were informed I would be back in PA the following week. Having my laptop in CA some 3000 miles away would not be a good thing. Friday morning May 30, 2014, I receive confirmation that everything is ready to go and I get the following e-mail from Megan.

Good Day,
I want to personally thank you for your order with XOTIC PC! My name is Megan. and I will be processing your order. Our normal time-frame for processing is 24-48 business hours. Should you have any questions please refer to our FAQ page.
<< It is VERY IMPORTANT you read the below notes regarding your order.>>
I have noted your need-by date as 6/6/14 or sooner. Your current shipping option is UPS Overnight. In order to ensure delivery on or prior to this date, you must ensure that you have received tracking information on or by 1 business day prior to this. If you have not received tracking information by 6/5/14, it is required that you contact Xotic PC. Xotic PC cannot guarantee last-minute order changes.

When calling regarding your order, please call 1-877-289-9684 and dial ext. 527

Please reply with your order number.

On Tuesday June 10, 2014 I get a call from someone at XoticPC. I am told Sager did not have 32gb of the Kingston memory in stock that I ordered. The only way to complete the order on time was to select the regular 32gig of memory. I asked if this would delay my getting the machine by Friday June 6? I was told no, so I agreed. I could of waited to June 11/12 for the Kingston memory to come in.

Now comes Thursday June 5, 2014. I have no tracking info. I do as instructed to do by Megan's e-mail. I send a email and leave a voice mail message.

Email:
Megan,

I am getting concerned here, it’s now 6/5/14, Thursday. The unit would have to ship today to get here by Friday. More concerning is it has taken now 4 business days to get to phase 1. Please find out what the status of my order is.

If it does not ship today, it will need to ship to my home office in PA. I paid CA sales tax to make sure I would have it Friday of this week because that is what you guys recommended.

Thanks,
*****

It is now Friday June 6, 2014 and some 24 hours removed from my email above and voice-mail. I have heard ZIP,ZERO,NADA from Megan. I am blind here. For all I know the unit has shipped and it simply will appear today, though I find this somewhat unlikely at this point. Again, I call Megan this morning and again I get voice-mail. Megan could be on vacation or sick or simply not replying. Everyone involved knew what the dates needed to be.

I have no doubt I will get a quality computer. I am somewhat disappointed in XoticPC follow up and customer service. It does not take days or hours to get answers in today's high speed world. I will need to call in and try and change the ship to address because if it comes here on Monday and I am in PA I would need to overnight the unit again, incurring another fee. With any luck this wont take a day or two to get done......

I would not order again from XoticPC. Quality is not why you lost a future customer. I find the response to my questions to be slow and there has been no urgency on your part to find out where my machine is or get me answers. If its not going to be here on Friday, you communicate that. That communication gives me options. I might want to wait on that Kingston memory or I might need to change the ship to address from CA to PA. Simply not communicating is unacceptable, the lack of follow up or customer service is a killer for me.

Jon

 

This issue is resolved, just heard from Megan. The lack of follow up is still a major issue for me, but at least I know what is going on.

 

Hello,

If you can provide me your order number in a PM or email, I can take a look into why there was that delay getting back to you. As a heads up though, getting updates from Sager can sometimes take a little time. If your email came in during off hours/holiday, we may not have gotten it until the next day we were open. At that point we forward the update request to Sager and then we have to wait to hear back. Upon hearing back we then can update you. You are right that sending messages is nearly instant, but there are a lot of orders at Sager and everyone is asking for the same info as you are and so responses may not be quite so instant. 4 business days is definitely long, and I do apologize if that occurred, but I won't be able to take a look into it without order info.