Xotic PC Consumer nightmare! Beware!!

Horriable from the moment I paid!! Do not trust them!!!
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!

 

1. Resellers are slow. This should be a PSA in general. People expecting Amazon Prime are out of their minds. (Not you OP).

2. Not sure what happened with the ram. Hopefully they tested it and found the problem earlier in the day not the instant they sent the email.

@Tanner@XoticPC @pat@XOTICPC quick bail urselves out, I'm making a reseller guide soon and this is another bad experience in like a week!

 

The time gripe could be at least improved in my opinion when it comes to billing issues and cross company communication.

I doubt they tested the second dimm because the errors im getting are directly correlating to that or a faulty motherboard and being I was sent an e-mail about my ram having issues that is 12min before it was shipped...it doesn't leave much to the imagination.

Also let it be said there is no CD Rom yet all they send is cd discs for this system....why i ask why, take some pride please.

I dont care about the 17inch gaming backpack and other junk but it was meant as token of goodwill and to find it wasn't shipped just feels like a slap in my face and swift kick in the you know were...why because I was going to go with another seller on here but I stuck with Xotic because of what i thought was valued service.

Im just going to throw this out there, i feel so much better now that i put everything back in the box

 

It's not typical of them sending broken laptops to be fair, sounds like you had some crap luck. I've used them before as well as some other friends and haven't had any problems, but even HIDEvolution slips up occasionally no one can be perfect.

 

I don't expect perfection...were human I get that.

I do expect some aspects of perfection in a small company...billing and comuncation cross dept one of them.

That said things slip up ofcourse but what am i to think when there act of good will was forgotten? Even when a company gets props from you...

I gave them a secound chance and they blew it...no excuses.

Things happen your right i just want my refund and to move on...

 

You know whats crazy...at the end of my trouble shooting I was thinking of dumping more money hiring a Sunday tech to come to my house. I will say for the first 25min lol I was in pure heaven loving my new system.

 

I do want to update people that Xotic is working with me and so far i have been pleased with how it is going but i will not be content to say happy with the results till either a complete exchange or complete refund is issued. That said I would like to tip my hat at Landon and Jake for making this an easier nightmare to manage...to be continued.

 

I've asked Landon and Jake to keep me updated on this case, thank you very much for working with them on this.

 

Update: Working on an exchange though at times communication is a bit lacking giving me serious pause.

 

Sounds horrible, never accept a laptop that magically appears 'in the back' of the warehouse

 

Any updates?

 

Update: I got a new laptop from Xotic and everything has been working as it should, and I have been very happy with the system though here are a few things I have noticed, nothing in its self is bad out right but just observations to anyone wanting to know.

1. Screws on GPU side of heat pipes were a bit lose
2. I was told ram would be at CAS 15 however it is at 17
3. I have had two technical issues and neither was solved by Xotic and either the folks here at NBR or myself solved the issues.
4. Hours are 9AM - 5:30PM CST However any e-mail correspondence will be replied to around 10 am or 11 am
5. Website information still says Prema Bios will be Pre-Installed when its not even out yet for the first laptop I ordered...I personally felt that was a bit confusing if not misleading.

Over all though communication is fast and responsive and that's a good thing in my eyes. I tend to think communication in the company might be an issue also I do get the feeling that the employees are a bit over stretched and more employees are needed.

In conclusion I would say I did an exchange with them because it felt easier and I wanted to simply move on but I will not buy from them again and will give another re-seller my business a chance the next time.

 

Thanks for the update, I'm following up with our loyalty/support teams on the matter. They're still here for as long as you have the system if you have any further trouble or questions.

 

@Tanner@XoticPC I do want to re enforce the fact that over all im happy now and over all comunication is good and the things i listed are not absolute deal breakers for me just things worth noting also customer loyalty is a strong point of xotic wothout question.

I want to add anouther reason why i stayed with Xotic and exchanged my rig was also in part due to the comunication level of the customer loyalty team.

 

Thanks on their behalf, they'll be happy to hear that!