my experince with xoticpc (so far)

I ordered a sager np9150 on march 5. I was super excited for the computer to arrive. I have never owed a gaming laptop before. the rep i talked to was very informative and helped me choose my build. i decided to get the crucial msata 128gb for the OS. also i upgraded to the AMD 7970 and the Intel® Advanced-N 6235.

On march 7 my order went into phase 2, production. I then received an email that same day saying the msata was on back order till april 1st. I decided to wait till the 1st to get the msata. I was a little mad that i was not told when i order the computer that the part was on back order but this was not the biggest deal. I anticipated waiting about a month to get the computer anyway. I was told by the rep that when the msata does come in the rest of the computer would be alrdy built and that all they would have to do is install the msata and then test it or whatever they need to do when the computer is completely built. I liked the idea of that bc then i knew once the part came in the computer would be shipped right after that date.

April 1st comes around. I decided to call my rep from XoticPC and see if they received the part. Now sager was telling XoticPC that the part had no eta. So i ask XoticPC if they would be able to upgrade me to the 240gb msata or give me a discount on the difference between the two msata but they would not. So i waited a day to decided on what to do.

April 2. I called my rep back and had them cancel the msata. I decided to just order from another place and install it myself.

April 5. I received a call from my XoticPC rep. He told me that now the AMD 7970 was now on back order till april 15. This really made me mad. I complained about having to wait for a part that they had when i originally ordered the computer. All he could do for me was give me rush production...which sucks. He would not give any type of upgrade to faster shipping or anything.
I will state this. I do 100% understand that the problem does not lie 100% on XoticPC but also Sager. But i do feel XoticPC should take some blame in me having to wait for a part that they had in stock when i ordered the computer.

updated:
April 11: My computer just went into phase 4. I got the tracking number for ups. It actually was shipped out on the 10th and is suppose to arrive tomorrow. So the 7970 must of arrived early. Im now really excited to get the computer

Ill keep updating when i get more information about my computer

 

It's really not the fault of XoticPC or any other VAR if Sager isn't communicating with them. I actually had the same issue with the mSATA card in my 9170 but Larry from LPC Digital took care of me and worked out a deal to upgrade to the Intel 525. Totally sucks you got hit twice (on the 7979 and the M4 card) though.

 

Hey, yeah we're really sorry for the current situation. We have to go off the availability of stock that Sager gives us and they in turn base it off of what their suppliers tell them. In the event of parts availability, we can't guarantee the availability of all parts while we're waiting on a backordered item. Without knowing which order specifically you're referring to it's hard to go into too many details, but that's the gist of what happens in these situations where we advise on changing a back order item, and then when the switch is made, the other part is unavailable. We don't see this happen too often at all, and it really is tough when it does happen, but we are at the mercy of the availability of the market as such is Sager. If you want to PM your order information I'll see if I can uncover some more detail.

 

haha, really? sounds it... :hi2:

he should have been offered the comparable 120gb intel msata on the date upon which he was originally told the backorder would end, didn't. not only that, but if he was told the machine was already built but for the msata drive--and was being told the truth of course--then the GPU would've already been in the machine, no? from what i gather you guys do some of the most business in the US, so it's not like you can't afford to eat the $20 upgrade. and we all get the whole sager/reseller communication conundrum, but lying for them (or for you i guess, who knows)? poor.

(this thread should really be in reseller feedback.)

 

Without order information I really can't say for sure what happened as I haven't been able to look into the situation personally,my previous post was pure speculation without further detail being provided which is why I asked he PM me his order information so I can look into it further. I know there were a few cases where we had a customer do the change with a 7970m in the machine and when going through testing the GPU had to be replaced and with none to replace it due to the waiting on parts, we're waiting on that now too. I'll be able to provide more information with more information being provided to me though.

I agree that it's not the ideal situation right now and why I'm attempting to lend my assistance. If possible I would love nothing more than to get the machine out as soon as possible , but I just need to be able to look into it further.

 

i know i know, i'm just giving you a hard time. you and hoss are on here constantly helping out customers. and this obviously is none of you're doing personally--sounds like you're not familiar with the order at all. if you ever leave xotic you should really look for a P.R. job with some fortune 500 company or something.

 

Who says I don't moonlight doing that already?

 

The intel msata 120gb was on backorder as well. They wont give me any more discount bc they say their hands are tied. Since i got a price reduction to "match" another site. They only came down a few dollars and was no where near close to the other site. But i since i heard good thing about XoticPC i would rather pay a little more for the service. I will say about the service, that it has been pretty good. They always answer email and phone call very fast. They are actually pretty nice even when i was upset.

My only complaint that i was told a date, yes i know its an estimate, of an item and then was told that they have no idea when the item will arrive. Then another item that was not on backorder when i first ordered is now another 10 days away. Who knows if they will even get it on the 15th.

If on the 15th sager does not receive the 7970 ill probably end up cancelling my order

 

Sager ETA's tend to be pretty accurate, despite what you saw with the Crucial drive. The only time I've seen a similar issue was when the 7970m was originally released when we had rolling backorders on the products. No indication that the 7970m will be taking any longer than the current ETA so I wouldn't worry too much about it. Definitely apologize for the trouble as we in no way ever want to delay an order if not necessary. I would again be happy to lend my assistance if you wanted to provide me your order information via PM or email, both of which can be sent via clicking on my name in this post.

 

I'm actually in the same boat as you. My order was cleared and entered phase II on March 13th and is now delayed until April 16th. Most likely I'm going to change my order to the Special Edition, for about $200 more, which has the 680M.

 

I have contacted Derek with my situation. He responded in a very timely matter and has been helpful to make sure this does not happen to anyone else.

 

Personally, I think XoticPC needs to have better communication with Sager. While it isn't directly XoticPC's fault for this matter, they need to hold Sager responsible (things like this should be in their business agreement). Following the money trail, XoticPC would be Sager's customer. In that case, if there is a hold-up, Sager should be telling XoticPC, who should be forwarding the information onto us. If the order is delayed, or has the potential to be delayed, the customer should be informed. In my case, I ended up changing my order, but I would have liked to been able to make it sooner. I also had Derek as my sales rep and was very helpful for me too.

 

I agree. I do think they need better communication between the two. I actually called sager on Friday to complain and see whats going on, on their end. They were very very rude to me. He was telling me lies about the 7970. He had said they have been out of stock since early feb. He told me its not "our" faults we dont have the parts its clevos fault. Everyone just points the finger at someone else.

I wish i had an extra $200 so i could get the 680 as well. Its such a better card.

Derek did mention to me how he brought up my case to their meeting this week and talked about how they can avoid these situations. Even though this might not help me or u at least they r trying to make them self better for the next group of ppl ordering a computer.

 

As Bears mentioned, we are definitely aware of the situation and it's as much as a pain for us to sort through this with Sager as it is to for you guys to wait for the parts to come in. Definitely understand where you're coming from as I'm a consumer as well and I order a lot of stuff online and generally expect the same level of service everyone else does. The communication was the exact thing I was addressing with our management we are implementing new procedures to try to alleviate the situation from occurring again. This industry is a learning process, and with every generation of tech and machines there are always policies and procedures that need to be revamped to allow the best service to our customers, unfortunately it's tough to spot the policies that need it until something does go wrong like you two have seen. We are implementing those changes and just in the course of a couple days since it was discussed the changes have already taken place, doesn't help you two in this situation, but we are definitely not just sitting around not caring about what happened. I'm watching over both you orders, in the case of Bears I'm actually keeping tabs on his Advisor, and will do everything I can to get these out as soon as possible.