My very bad experience with Xotic PC and why I will never order from them again.

EDIT and UPDATE: I talked to the customer service supervisor and Josh and they told me they fixed the problem I was having and that the laptop would ship today or tomorrow at the latest. They apologized and explained the delays in great detail. They also included some free games as a measure of good will. Assuming the laptop does ship within the next two days and has no problems, I am satisfied with what they did to fix the issue. I am going to take their word that my issue was a rare issue because I've only heard positive things about them elsewhere.

First, I ordered a MSI laptop. I didn't see a reseller forum there so I am posting here to inform xotic pc's potential customers of my negative experiences with them.

I ordered my laptop from xotic pc on June 28th and between the processing time (I didn't wire money. I used a credit card) and "phase 2 building/burning" it still hasn't shipped. I understand that it takes time to test and build it, but I already settled for a RAM downgrade to try and get the laptop more quickly as well. I think it will be good when it comes, but I'm frustrated with the time on this. My point is if you need your laptop quickly or you are a college student ordering now, I would not purchase from them or be prepared to wait.

They repeatedly assured me last week that my order would ship by Friday or Saturday at the latest. They failed to inform me that they didn't have a part they needed and were waiting for it to come that Friday. This was something I may have been able to live without, but instead of emailing me 2-3 weeks ago to inform me of the issue, they waited until now. It's now August 12 and I'm approaching 6 weeks since I ordered my laptop. I would cancel my order if I felt there was a solid alternative. It still hasn't shipped from Nebraska because they haven't finished building it. I'm looking at about a 2 month order here, and I am less frustrated with the time and more frustrated with their failure to inform me of the problems in a timely matter.

What makes matters worse is I already removed a RAM upgrade in mid-July so I could get my laptop sooner. Now IF I even get my laptop, I won't get the RAM upgrade or the mSATA IIIs I ordered with it.

THE ONLY REASON I haven't canceled my order is because I need this laptop soon and I'm unsure if xotic PC's competitors can build the laptop in time. Who knows though. With how bad they've been so far, I might not get it for another month.

I understand that many of you only have solid experiences with them, but I will never order from xoticpc again.

 

I'm sorry to hear about the delay on this comptuer shipping.
I was able to find your order (I think). The MSI GE40 models need a unique bracket to mount a drive into the optical bay as we have configured. Those brackets were expected end of last week from MSI. As you mentioned we did say the computer was expected to ship on Friday. If the brackets did show up there wouldnt have been any issues and we would have gotten it out the door then. They didnt show up and we didnt get the drive in installed. As Josh mentioned in his email to you there was a mix up with MSI getting those shipped in which caused a delay.

I do apolgize the build has taken longer then expected to get shipped out to you. I do realize you have no control over this and in the end its really just you waiting for the computer to get into your hands. We're doing our best to get the computer all ready for you but need that bracket to mount the drive and as soon as they come in we'll be able to get it all fished up for you.