Problems? See this thread at archive.org.
I want to make clear I am a corporate customer building a capable work machine. I was not looking to have a computer for a Christmas gift, so no holiday angst issues here.
My initial contact with XoticPC was on November 25th. Between November 25th and 27th I worked with Matthew N. and was very happy with the Sales Customer Service. They addressed every concern and was genuinely helpful throughout the process. I was able to use my corporate account to pay for the computer in full.
On November 27th, 2015 my payment for $3,496 cleared and paid for the computer in full during the business day. Paypal Transaction ID 1J645279TS4987320. I had read through reviews here and elsewhere and had confidence in this company. I called them back and after clearing it with my company I paid a lot of additional $436.40 on December 2nd, 2015 to add a multi-year warranty and upgraded shipping to the order. Paypal Transaction ID 7W605404RV4724900. At this point I am just shy of $4k into my computer build with nothing to show for it. While this dollar amount may not be a large enough sale to be important to them, I shopped very carefully for what company I wanted to do this build. It was important to me to give the business to a local MidWest company.
A month after order the computer is not shipped. I paid additional for a Rush build and additional to have Rush delivery. A service that for me unfortunately did not happen.
I would be more understanding if it had merely been the Holiday rush which prevented my order from having been attended to. Unfortunately, my order was not worked at any point in time during the first 20 days. I am left uncertain why on Earth they offer a Rush Build service they do not honor.
I received an email alerting me that the crew at Xotic PC will be back into the office next Monday. At that time my order will have been outstanding for 31 full days and working on the 32nd day.
I am frustrated and disappointed.
In the past month I have called and emailed numerous times. As a professional who bills my time by the hour - this is becoming a very expensive PC build. Both in cash paid and productivity lost.
Timeframe of contacts:
11/27 Computer paid in full w/ rush build excess fee paid
12/02 3yr service contract added and paid in full and rush shipping added and paid in full
12/10 Received email asking me to pay for my computer
12/11 Sent urgent request for them to please assure me this was merely an error in their system and that my computer was IN FACT being built already as it surely was paid for.
12/11 Received response from Eric assuring the email generated was just a system error, but said hey you are going to hear back on this from Xotic PC's Sales Department.
12/14 3 days later no response had been received so I called Xotic PC directly and spoke with Matthew N. I had to actually send over proof that I paid. Such an odd thing to have to do. Usually a company knows when they've been paid in full on a $4k sale. Matthew N. broke the bad news to me that NO work had been done on my order whatsoever. Kudos to him for not lying to me or bullshitting me. He promised to do what he could to try and help the order on.
12/16 5 days after the 12/11 email promising I would be contacted Alex contacts me. I let him know about the service failure I had experienced so far to date. He did not address my concerns about the 20 days with no progress whatsoever on my order. He did make a super nice effort to say hey we're behind with Christmas orders, but never addressed the fact that their system error left me out in the cold entirely. That system error was 100% on their side. I did everything a customer should. I was polite and reserved my frustration to myself. The fact that they took a bunch of Christmas orders after they should have already done my computer is not something I wanted or needed to hear.
12/17 I called and sat on their line until they got Matthew N. on the phone as thus far he was the most genuine employee I had worked with. I felt like he actually did give a damn their company errored on my order. He was able to confirm that accounting found wherever they had put my money. At that time he assured me that he would try to get some attention on my order. He could not explain why with it paid in full no work had been done whatsoever for now over 20 days.
It is more than a week later. Another 8 days with nothing. Despite whatever efforts Matthew made, and I do believe he made them, the individuals doing the build still have not delivered it.
Other small matters have me worried - computer build lists the incorrect operating system on one of the recent emails. The tech guys are registering computer programs to an email address I do not use and not the one I gave them when I placed the order directly with the company on the phone. Those are small matters I am sure they can fix, but had I known that I would be sitting a month and be where I am now I would have done this build with a different company.
I want to love XoticPC as a good local option building some pretty impressively specc'd systems. It just has not happened so far. The real shame is my business would have been repeat - not some one time Christmas order. I am a partner in my company and we need powerful work computers.
I will update if I receive my computer. If this post is not updated I don't have a computer. I cannot comment on the quality of their builds as all I have experienced is their customer service and sales processes. I think it is important for folks considering the rush build process to know that at least for me that was a waste of money.
Xotic PC custom build, Rush build unfortunately anything but.
Discussion in 'Reseller Feedback Forum' started by evilxs, Dec 25, 2015.
