My bad experience with Xoticpc and Asus Rog not booting

I just bought an Asus Rog G752VM from xotic. At first the experience was great. The people in the chat helped me choose the "right" computer and all. (Even now they are very helpful)
But when I received it it had some issues like the keyboard randomly sopped working and the windows 10 gestures stopped working,and some other issues.
Finally the laptop stopped booting. I couldn't even enter bios. My 30 days for refund had just pased and they extended the time after I insisted. I didn't want that faulty computer any more.
I decided to buy from Xoticpc because they suposedly test the computers you buy. And since I was going to take it internationally I wanted to feel safe.
So apart from receiving a faulty computer that now is dead, which I doubt they really tested, I had to pay $120 to send it back for a refund.
When they receive the computer I suspect they will deduct some more money. Because I received lots of extra things like a backpack and a gamepad but now in the warranty it says that they take 15% off the laptop price if the things are not unopened in their original boxes.
So apart from receiving a very flawed computer I now have pay extra to give it back. This is really unfair.
This was not my fault and I think they should pay for the shipping and refund the full amount. $120 is not little money to loose.
I hope my experience is useful to others.

 

Why didn't you RMA with asus? They pay free shipping to the repair center i think.

Also, i read that Windows Update messed up some keyboards. As for not booting into bios, maybe an automatic bios update bricked it.

I always remove the bloatware and asus autoupdate software.

 

Hi Link626, Xoticpc pays free shipping for the repair center but I don't want this computer anymore.
One of the other issues the computer has is that the left button of the touchpad is not as responsive. I have to press a little harder and this messes up the natural workflow. I have two old dell 1545 and 1521 where it works smoothly and naturally. So it's not me.
Also I did two factory resets of windows 10 and the problems persisted. Like e.g. "control select" not working.
I experienced a little lagging on this computer. A computer with 64gb of ram and a samsung ssd can't have this problems.
I ordered this laptop on NOVEMBER 29 and received it on december 21. That is a loooong time.
I expected a lot more from them.
And now I wish they would step up and give me all my money back and pay for the shipping too

 

the 30 days return should start counting from the day you receive the computer.

Like me, you would be considered a "tough customer," so to save trouble, it's probably more worthwhile for them to just take back the computer as goodwill, and resell it as open box, since you're just over the 30 day mark.

In most cases, customers would send the computer to Asus for parts replacement. You'd get a new touchpad.

That said, you should learn to use the tap method rather than the click method on the touchpad. 1 light finger tap is left click, 2-finger tap is right click. No clicking needed, and no clicker wear and tear. When gestures don't work, it sounds like a software problem, not a hardware one.
There are apps to test if your touch is detected.

 

Thanks for your answer Link626. I also thought that they should start counting from the day I receive the computer but they started counting the 30 days since they left it at fedex.
As for the two finger tap I like better to click with my thumb and move with my index.
The gestures came back when reinstalling the atk package. But after a little while they stop working again.
In one mail they said that I should remove the battery and put it back again. And after that, for the booting problem, that I should test ram memory individually which I did with no luck.
So... If within the month of getting your new supercomputer you have to start opening it then something is very wrong.
Anyway. Now I'm waiting until they get back the computer. And expecting do the fair thing and give me back the full amount.

 

how did you end up spending $120 for shipping? Did you send by express mail?

It shouldn't be that expensive.

Also, when software stops working, sometimes it's due to a conflict with other software you installed, such as overaggressive antivirus software.

 

I spent 140 actually. Sent it by ups sent. I paid 40 of insurance. and they would not insure for more than 500 if it didn't have this special box so between the package and all it was 100. So I'm really concerned about this because I will not have any extra money for a long time. This is the only money I have to buy another computer.
I never use antivirus so that can't be the problem. And because of the factory resets I did I'm sure I had no virus.
Anyway. The computer arrived last friday. I really hope the people of xoticpc will step up and take responsibility for all this. None of this was my fault.

 

maybe @pat@XOTICPC can help here

 

I called Xotic after reading on note book review and toms hardware that they had been around for a while and had a good reputation. Once I called I never felt up sold (important). I asked questions of desktop and laptop systems and had some questions from the start though this part was enjoyable that ended here.

I felt over all the staff prior to taking my money was fast and knowledgeable with the exception of Emily who lacked knowledge and said on two separate occasions she would get back to me with information i requested and even didn't submit my credit card information to there billing dept when i requested my WiFi card be upgraded...I had to call back each time for the information i requested and a separate time to see why my card was not being charged only to find it was on her desk still.

(When you first place an order your told they wont take card info over the phone and only on the website...your protection and they need to verify everything so as to be secure, however if any change and or modification is done to an order then all that goes out the window and the opposite will apply)

I was already paid up and about a week into it and they haven't started to build anything and at that point I decided to upgrade my build even though it would cost me an extra few hundred bucks, again i provide my card info over the phone and again it takes a solid day for them even to charge the card just to get the process rolling.

Two or three days go by and im shot an e-mail saying my build is going to be delayed more than two weeks before they can even start working on my system. I am instructed in the e-mail to call for my options...here are the options that were provided in a matter fact way.

1. Wait it out, 2. Cancel for a full refund, 3. Change my build...I slept on it and call the next morning and canceled for a full refund because they did nothing to keep me as a customer in the situation. When i canceled i was told it was going to take up to 48 hours even to have my order canceled anyone wondering why is because its clear to me communication cross dept is terrible and verge on being negligent!

I HAD IT! i wrote a bad review and to Xotic PC credit they called within two hours to reach out to me and to try to make things right, however this is were the true terror starts though it was not clear to me at that point.

I was told magically they had my build in the back and if i wanted they could resend my cancellation and work on my laptop and have it out the door the very next day....I was excited...who wouldn't be right?

To sweeten the pot they told me id be getting a 17inch gaming backpack and some other junk i could care less about but hey it was the gesture that counted to me.

THE NEXT DAY!!! I say that in all caps because I was sent an e-mail saying that the Prema Bios wont come pre installed even though its selling point for there version of Clevo laptops, That really hurt because if anyone knows anything about laptops its that manufacture bios is very neutered...I was told that they are expecting it soon and I asked for a professional screen calibration as compensation and they agreed, I was happy.

(My contention here is only that there site says pre installed not when available)

I also asked for them to make sure my upgraded ram was running at 3Ghz because I paid several extra hundred bucks for this...I was told then in e-mail they would test it but could not assure me of that speed and the new bios when out should allow that...still i wanted to know what i was getting and asked for testing to be done.

(I think its fair to not want to be sold a bill of goods and I would have liked the option to change my ram because of this)

Mind you at 5:11pm I was shot an e-mail saying there was a problem with the ram and then a separate e-mail at 5:23pm saying my package was shipped...Anyone who has built a PC knows all they did was took a bad dimm out and slapped a new one in a called it a day and didn't do any testing!

Mind you they close at 5:30pm allowing me 7min to respond to the e-mail or call.

I was never told what speed that ram was running or even if they did additional testing on the new dimm, this is just shady behavior sending it out the door like that really put a bitter taste in my mouth!

I called Friday and asked what was the issue with the ram and what was the speed...it was then I was told it was a bad dimm and the ram was 2400Mhz, later that day I said would refuse the package but after thinking on it a bit I decided to sign for it because I was ready for this headache to be over and they said the new bios would be out soon so my ram could go at the marketed speed that i bought it for...

I open the box and there was no backpack like they promised or any other extras...So yeah they lied!

I started to use the laptop and within 25min im getting BSOD all the time constant restart...nothing is fixing this issue, ive tried it all!

(The did calibrate the screen but cant enjoy it because the system is screwed...thanks Xotic!)

Also its nice to know there sales team is open M-S but tech support is closed Sat-Sun...Now i bet im stuck paying a ton for shipping back and I bet they take there time refunding me and nickle and dime me to death.

This is my Xotic PC experience...please take my warning seriously!

 

Well they shouldnt be able to charge a restock fee if the item is defective. You spent a lot of your time trying to make the computer work for you. I have been in your shoes when you pay good money for something then hate it. Its tough with computers because there not available local to try out. The manufacturer should be stepping up to the plate to find you something that will make you happy. Good luck.

 

I will have it said they have been trying and working with me, I thank them for that.