(Disappointing) experience with XoticPC

I recently bought a P650RS from XoticPC. A colleague of mine at University got a Sager from them half a year ago and had nothing but good things to say about his experience and their co-operation during the process.

I finally decided to go ahead and bite the bullet, so I contacted customer support on Aug 29th to put in an order for this laptop and asked if they would be willing to make it an amazon listing.

I submitted my spec sheet on Sep 2. I didn't hear back from anyone for a few days.

I pinged them again on Sep 9 and heard nothing from the person I was in contact with. I CC'd the rest of the sales team.

I heard back from another representative on Sep 13 (the person I was talking to was out of town apparently) and he said he'll create a listing immediately.

I submitted my spec sheet again on Sep 14. (added an operating system to the previous sheet)

The representative I was talking to previously emails me on Sep 19 asking if someone else had sent me the link to the listing already. Obviously not.

Sep 20 A listing is created on Amazon without the operating system. That's ok, they might've been referring to the older spec sheet.

Sep 20 The listing is corrected, I make the payment on Amazon and everything seems to be finally falling into place. Mind you it's been 20 days since I was ready and willing to make this purchase.

Sep 27 I receive an email from Amazon stating that my order had not been processed yet and the payment hold was removed from my account. I'm starting to get annoyed.

Sep 27 I get an email from the representative saying that the 6820 equipped models are out of stock for till 09/28/16. He also says that he'll throw in a couple of free game codes for the inconvenience caused. I'm still annoyed but I'm just glad it's finally happening.

I reply to him on the 27th saying that would be great and asked him about the display problem and light bleed on these systems.

Sep 30 I email him again asking for some feedback regarding the last email.

Oct 4 He replies saying no display problems exist and that light bleed is common on these screens. ok.

Oct 5 I receive my laptop and it's great. After over a month of waiting I finally have it. I was slightly annoyed at the fact that the "couple of free game codes" that he threw in was GOW4 which was supposed to be thrown in there anyway. Yup, excellent service.

Oct 7 I email him regarding the game codes.

Oct 9 My laptop doesn't turn on. I panic. I email him asking what to do. Later on I figured out it was a loose adapter cable.

Oct 10 He responds asking me if there are no power indicators.

Oct 10 I email him saying that it's probably a loose power cable (the cable that runs from the wall to the adapter doesn't fit inside very snug so it tends to come undone easily) asking how I should proceed. No word since.

TL;DR,

Personally I would take my business elsewhere the next time I buy a laptop. When you're dropping ~$2k on a product you except quicker and more involved service. Usually when you're about to drop ~$2k on something, the customer service representatives actually act like they want your business.

I know a lot of people on this forum have had great experiences. That's part of the reason why I went with XoticPC over HID, but yeah if I could go back in time, I would go a different route and save a month of my time.

Side note: The laptop is pretty great. Apart from a few minor issues, it's quite a beast.

 

Hello,

I am sorry to hear you had some issues with your machine and experience. Can you please personal message me your information and we will resolve this matter.

Thank you

 

Thank you for the information!

We will be reaching out to you and our sincere apologies for the technical issues you have experienced and we will ensure to completely resolve your issues.

Our amazon listings that are custom made will take time as they are stock dependent. We do not create the custom link until all stock is available so we can fulfill the Amazon order in a timely manner. I do want to thank you for your patience while you waited for the link to be created once items were available to create the build . We always ensure we get the machine built and shipped within our estimated timeframe. The order you placed was on September 20th and shipped on September 27th which is within our lead time for custom builds like this. We want to thank you for your order and look forward to working with you!

I am happy to hear the machine turned out to be a beast. Xotic PC and Sager want to thank you again for choosing us!

 

I understand that these processes take time. But if you look at the time line that I posted above, most of it was unnecessary. I would be happy to share all my e-mail correspondences. No actual progress was made until the 20th, that's 20 days after I initiated this purchase.

 

Didn't get an Amazon link from them after 3 or 4 days so I ended up trying eluktronics. They must have had it ready made since it shipped immediately. I get it on Monday. I have to ask why you bought from them after the first warning sign of them not getting you your link.

 

Hello,

We are very sorry for the timeline that it took to get the listing created that is not the typical experience. We do appreciate your business and if you ever need anything please reach out to me personally.

We thank you again for your patience and for choosing Xotic PC!

 

True, I would just believe that I'd get it the next day. The cost of optimism.

You can start by addressing my query regarding the slightly loose adapter cable and the promise of "couple of free game codes".

 

I checked and games should have been sent already and we are working with Sager on the issue with the adapter cable! Let me know if there is anything else I can assist you with and I will personally look into it!