What is the point of a reseller/My Exp so far XoticPC

Hello All!

First off, I own a 8170 that I bought from XoticPC.

My warranty is almost up and I've already had to send it in for repairs twice for the same problem and I had to replace a fan myself. No big deal right? Right. I can handle doing all this, no problem. Its the customer service that is severely lacking, at least in my opinion. I work with hundreds of customers as a computer contractor and previous to my professional job I worked in retail as a manager of a video store so I feel that I know a little bit about customer service. That said, I went with a reseller for their customer service; not necessarily for the technical support.

Here's my problem, my warranty is almost up, my laptop has had some problems, and what I requested from Xotic is that they coordinate having most (not all) of my hardware replaced. Coordinate, that is the key word. I can accept a "No, Sager will not replace this because I spoke with them and they said blah blah blah". What I got was along the lines of, "We don't handle this stuff, you need to contact Sager directly". I just wanted them to do the grunt work because I'm too busy IRL to sit on the phone with Sager and discuss this. So I ask this - If XoticPC cannot coordinate a simple request, regardless of the answer, what's the point of buying through a reseller because right now, the customer service is on parr with Peggy from Discover Card. I've already contacted Sager and I plan to continue coordinate this myself since this is such a complicated task but I have ask you great people of NBR - was my request too much? Did I request something that was unreasonable?

 

I am sorry to hear of this. There are certain things that have to go through Sager and without seeing the detail it is hard to say exactly. Can you PM your email address or details so I can review this further? On a side note if you are trying to replace hardware that has not failed and you are wanting to replace it just to replace it because of age or that your warranty is almost up, that would be something Sager would have to make a determination on and would likely not be replaced unless there is failure.

 

Better, I just forwarded you the email chain

Thanks Justin. I don't expect much but I did at a bare minimum expect you guys to at least coordinate this so I didn't have to

 

I understand that and I can accept that. But what annoyed me was the lack of effort I received in trying to get my request to Sager.

 

I think it's okay for XoticPC to do this. Sorry, sounds like entitlement.

 

Thank you for that , while you were sending this to me I found your email. Looking at your reply your issue is "noises" in the machine from a fan. We have done all the leg work between you and Sager. We set up all the RMA and sent you the label and all. (on Monday)

The reason you were referred to Sager was due to your request. (We forwarded your email and also sent their contact info as you had asked for) Your email you requested:

We had advised you that the warranty is through Sager after you had asked the below regarding fan noise. Sager would make the ultimate decision on what is replaced during warranty. After the below your email indicated you were requesting to speak to someone at Sager.

What we had also communicated with you in previous emails is if the fans are bad they will replace them and forwarded your YouTube video to Sager which led to the set up of your Repair RMA which we emailed you the RMA Instructions on Shipping Label. (Monday) . At no point did we tell you to contact Sager except when you requested to be in contact with someone at Sager.

I am sorry I show we have communicated with Sager for you and only forwarded you Sager's details from your email request as listed above. We were the party (Cedric in our Service Department) that set up the RMA and sent you the RMA details and shipping label. We assumed since you requested to speak with Sager, that you indeed wanted to, so we have no reason to conceal those details from you.

 

Forwarding me a generic CS phone number isn't quite the same as forwarding me someone with who you work with as a reseller. If you can't do that, I understand. But you can't forward the email chain to someone there based on my request?

I'm not going to play a classy game of quote the email with you but If I wanted to contact Sager directly, I would have (which I did). I wanted you to do that for me. We can talk about this more via email if you want but my opinion stays the same. I wasn't asking for a refund, I wasn't asking for a hand out, I was only asking for you guys to get my request to Sager for me.

 

Aaron I am sorry you feel this way. We forwarded the email chain to Sager, but you also listed clearly:

Which we gave you the link with contact info for Sager Support so you may contact them at your convenience and review this further. Outside of this we did everything for you so you did not have to work with Sager at all. I am sorry you feel we didn't help you with this. I am sorry often contacts we work with at various manufacturers dont work with end users they only work with resellers.

If there is more you would like to discuss over email I would be happy to continue the conversation there, in PM or here in the thread.

 

I loved the "Peggy from Discover Card" reference.. hahaha.. i am dying laughing here..

On another note, I hope everything works out for you..

 

Peggy is cuter than I am.

 

XoticPC just lost my business to Peggy from Discover Card.

 

I'm glad everyone took that as a joke and not a jab. Despite this little...fiasco Xotic has been pretty good.

 

Lost a customer??? Someone has to take...retraining program.

On a serious note, glad to hear you're getting taken care or Getawayfrommelucas

 

Disclaimer: I have read this thread several times, but unless I am blind, I don't get it. Something must be missing. So to my rant:

This is the funny part. "I just wanted them to do the grunt work because I'm too busy IRL to sit on the phone with Sager and discuss this".

I also run a business. If I sell someone something and then just before the warranty expires they want to replace many components in it, but they are too busy to do the grunt work, I charge by the hour to do their "grunt work" because I, too, am too busy IRL to sit on the phone. Your warranty is your insurance. Just like insurance on your car, try asking your insurance company to make the calls to replace your tranny because you are near the end of warranty. Or the engine. Good luck.

Perhaps Dell can hire enough people to take and make all those calls, but a smaller business can not afford to have that many non productive people on the payroll. Every time I see a thread like this, I realize why I must pay more for things. Someone has to eat the cost to coddle entitled customers.

Everyone of these resellers buys the components from a manufacturer. They may buy barebones and make the units themselves. Buy they don't make the components. If there is an issue, they the warranty covers it. But every non covered expectation brought to them takes away from the service they can provide to the warranty work. And it costs money. And so many people wonder why the economy is so weak.

Hats off to the resellers on here for putting up with all the complaints ( I get there are some legit ones, but unless I am missing something here, this is not one) and I get why at least one reseller left.

By the way, my aftermarket SSD is running kind of slow, can you upgrade my Sager to a newer, faster bigger, better one? (This is a Bazinga).

And I get that I will get either a warning or a boot, but I get frustrated when there are over expectations of what you get with a warranty, or when you buy something and have unusual demands.

Sorry for the TL;DR post. And maybe goodbye. LOL.

 

Now for my rant

This has kind of been resolved but I can't help but reply to this paragraph. I wouldn't buy anything from you because it sounds like you're trying to nickle and dime me. Resellers are like any other company, they have competition and they need to set themselves apart by doing small stuff like this. I am a computer contractor, I work with customers all the time and I go out of my way to make sure they are happy while I am under contract. I don't ask for overtime to do something not in the job description, I just do it because maybe - just maybe my extra work will be remembered when the contract comes up for renewal. I'm not trying to tell anyone how to run their business but if a company wants my business and the business of people who I associate with I expect the little extra. If not, no big deal; I can take my business else where. We live a consumer era, if you believe anything else you're delusional.

LMAO - hardly. This is hardly the reason why the economy is so weak. IMO, the economy is weak because so many people are out of work and have been out of work and those with jobs (especially young people) are being very smart/tight with their money.

 

I also don't ask for OT for anything in the job description. I lay out exactly what will be done, what is covered and what the expectations are. But I have employees. I am responsible to make sure we make a profit, so I can continue to employ them. If anyone expects me or my crew to make phone calls or send email to start changing the terms, replace parts not needed or "do the grunt work" for them, because they are too busy, sorry. That was not in the contract. We are not here to be your secretary.

I don't nickel and dime anyone. I lay out everything that is covered, and tell you what it will cost. If you want to go elsewhere, so be it, but I have to live by one simple premise: if it don't make dollars, it don't make sense. I have a responsibility to maintain a business that has a positive cash flow so I can continue to keep my employees, well, employed. I do not provide "grunt work" services. If any of my customers want that, I am willing to add that to the cost, but neither you or anyone else is so important that my crew will become their secretary.

I will not try to be so assumptive as to the profit margin on manufacturing these machines, but I do know that over the last 4-5 years or so everything has become more competitive, and as such, margins are down for many companies, making it more important to make sure that whatever your product, it produces a modicum of profit, so we can continue to keep our good and loyal employees employed.

I no longer worry about the customer that continually grinds for discount. I continue to help the loyal customer, and always give a fair price, fairs description of services offered and stick to it. If I don't live up to my end of the contract, I will be held responsible. I expect you to hold up to your end of the contract too.

 

And to the original point, it sounds like the seller did nothing wrong, but went way overboard to make you happy. There have been several posters on here that have called out resellers for unrealistic expectations. As I stated earlier, if I am missing something, let me know. But if I am not, read my original post and answer questions I have, let me know what they did wrong, and I will be happy to apologize.

 

And to add a disclaimer, I bought my Sager directly from a Sager employee. No connection to any reseller on here.