Avoid XoticPC

EDIT:

Received a call from Justin@xoticpc He was able to help me out. Seems that a majority of the issues came from my bank, although I think that there could have a been a bit more communication with me about it (did not hear anything for the 9 days after the original order was submitted) I still was impressed by Justin calling me directly to assist.



I really hate spending time posting negativity about a company but at this point I need a forum to speak out. I have tried now for nearly two weeks JUST TO PURCHASE a laptop from XoticPC. All i have received are lies and broken promises.

Back on Jul 1 I spoke to a sales rep for xotic who helped me pick out a sager notebook. He was helpful and explained everything I needed to know. That evening I submitted my order and that was that.

A week later I noticed my card still had not been charged. So I contacted them again. They advised that I needed to match up my billing and shipping addresses. I gave them a new checking account that they could charge from which matched my original address I entered and then only asked for a small portion to be taken out of my credit card.

At first I was told this would be fine. So I submitted it again. And waited. And waited.

Days later I call back wondering what the hell is going on. This time, even though I have given them the correct addresses for both accounts, now they want me to make them both have the same address. I think it is rediculous but whatever. I changed my checking accounts address to match up with my credit card. I was told I would get an email that night and that my order would be processed.

It is now July 12. Still nothing. No calls. Nothing charged. No more emails.

I have spent HOURS on the phone with them. I have done everything they asked. And apparently they simply just dont want my business.

What a joke. Never in my life have I had such a hard time giving people money.

TL;DR Find a different reseller unless you want the runaround

 

I'm so sorry that you had that experience. I know there are a lot of us that have had a good experience with them, but this is bound to happen to someone. I'm just sorry that you were that someone.

The credit card address matching is actually an anti-fraud measure, though.

 

I'm having some frustration as well, but I understand the reason and I wouldn't blame them for it(more of annoyed at delay). However, their probably really busy (especially at the start of the week), and most of the address issues do make sense. The delay sucks but their probably swamped as well; resubmitted order and my order # is 1000 different a couple weeks later lol)

 

I totally understand what your saying but I think maybe I wasnt clear enough. I DID change my addresses to match, and STILL they have yet to do anything. I did this last week. In fact the guy I spoke to yesterday that promissed me completion yesterday told me that he recognized how long I had been working on this and promised to expedite it. He swore I would get an email yesterday, and yet no email, card still not charged, no calls, etc.

 

I'm sorry to hear of your troubles. I believe that you may have just had a run of bad luck. I ordered mine June 15th, they called me the next day to confirm and I received my Sager on July 6th. It took a bit longer since I opted for the the free memory plus the holiday.

Hopefully one of their reps will chime in on this thread and expedite your order.

 

I just called to cancel the order with them right now. The lady didnt even care to ask why, or if something was wrong. I practically had to force her to even check my order and even then, no comment . sad

 

I am sorry to hear of this issue and any frustration it has caused you. You will find many if not ALL sellers require to ship the billing address or a shipping address added on an account for any Credit Cards used.

If you can spare a minute and PM/Email me your order # I would be happy to look into what is going on. I am sure we can get to the bottom of it.

EDIT. I believe after speaking with our billing representatives I found your order. It appears you are paying with two different cards and your bank did not have the shipping address on one of the cards you were using. From my understanding it was requested to be re verified this AM after your conversation with J.P. in sales right before we closed at 5PM yesterday? I show the order was already being re verified. They called your bank today and it was not on the account. We have called your bank 2 times today, and several times before with no success. (Sometimes banks can be very difficult to work with, I am sorry you have these troubles with your bank)

Again please don't hesitate to PM or email if I can help. I think there is some kind of confusion here and we can get your order expedited and out the door.

 

I have had nothing but good experience with the 2 orders I've made with xotic in the past.

This includes an unexpectedly quick turnaround for mobo replacement near the end of a warranty.

I'd say that it's worth trying to find a different rep to talk with. They're a friendly bunch, and well received within the NBR community.

 

Yeah, squeaky wheel gets the oil and all, but Xotic has been very decent with the three laptops I've bought through them. Billing addresses are kinda important when you're asking them to ship ~ $2K in product.

 

Well I won't say anything bad about XoticPC, they were extremely helpful pre-sales for me. I ended up going Mythlogic and was extremely happy. They even let me change my shipping address last minute as I was going to be out of town.

The flip side to this of course is that they charged me up front - and I waited 5-6 weeks till my laptop shipped (I don't think that's typical, but it still sucked that they had my money for over a month before I had my product).

 

another member on the forum told me that he wanted to do a price match, and they said that they would, but then they couldn't provide phone support, why would they say that.

 

I think I had posted in that thread also, you will see all of us sellers offer different promotions. Some offer Free Shipping and some offer Lifetime 24/7 Telephone Support (like us). We chose to bundle 24/7 Telephone Support because we see more value in this compared a Free Shipping Offer. Most appreciate this over a free ground shipping offer.

In the past we use to remove our 24/7 Telephone Support when we were matching pricing because we were matching their configuration which did the other sellers not include it (they had Free Shipping). Presently we are matching it and including the support we bundle with our Sager systems.

As a note we are working this out with xyberviper. Unfortunately the bank is the culprit here.

 

I have to say that I was overall satisfied with my purchase a few weeks ago with XOTICPC. It sounds like you are really looking forward to your laptop just like I was. It took 8 business days for them to complete my order and another extra few days to ship. Keep in mind the extra days of shipping (if you live in the West Coast) between CA and NE.

 

XoticPC has been nothing but good to me. :]

 

Too late...I already ordered from them

 

HAs anyone had a problem with any laptops from xtopic for having a dead pixel without buying the 30 days no pixel insurance??

 

Nope, but I know others have reported dead pixels. Nothing they can really do about that since the laptops sometimes come straight from Sager. Xoticpc has been nothing but great for me, Justin has answered all my stupid questions usually within a day. I would order from them again no doubt.

 

Ressellers have no control over that but will still help you in taking the next step if nothing you've tried worked to fix the issue. It's like buying a new car from a Honda dealer, if there's something wrong with the engine when you drive it off the lot you don't blame the dealer, it's a manufacturing issue.

I'm full of analogies today!

 

I've been very happy with the pre-sales support I've gotten from xoticpc--they have answered a ton of questions I've had over the last couple of days leading up to my ordering a Sager 8130. They are friendly, professional and knowledgeable. What more could one ask? I rarely encounter that combination of traits in sales staff. oh, and they speak great English! LOL!!!

 

Xotic PC was awesome for me. Got my laptop to me very quickly, and they have been a big help since. Just sayin'!

 

I definitely understand Xyberviper's pain. As a former PC sales rep, I know complex transactions involving multiple credit cards, payment methods and/or billing/shipping address conflicts cause many headaches for customers and retailers, but those policies exist for fraud protection for all parties.

Even though I have a credit card with buyer protection and warranty extension, I opted for the cash payment option because I firmly believe in XoticPC's reputation that forum members constantly repeat.

XoticPC has been AWESOME for me: My cash payment processed in less than24hrs. Pre-Sales support by Brett S. has been AMAZING (he even responded to my emails on a SUNDAY (7/10)) so I could finalize my configuration, and it shipped TODAY (7/14).

A custom PC delivered to my door in <9 days??? Suck it DELLIENWARE!

 

Just to follow up: i got a phone call from xoticpc this morning to verify my order details. a short while later I got an email saying my order is now being processed and forwarded to Sager for the build. looks to be like xoticpc is right on top of things.

 

I just received my laptop from XoticPC a week ago and everything went completely smooth. I've worked retail for close to 5 years and in my experience there can be issues from time to time but the majority of the time it's a customer's fault for one reason or another, you simply cannot "not" have all of your ducks in a row and expect everything to go smooth. Dot your I's and cross your T's before you slam an entire company for a problem that you should have fixed before even placing an order.

 

Other than the service dept needing a bit ol' nudging from Justen, I had no issues and if not seduced by the new 18" m18x, would have bought from them again.

 

Would like to add I made an order on the 9th, friday afternoon. Went into building phase on Monday, and now it has shipped today. Great so far.

 

Yeah I'm having trouble with my credit card and bank as well. I want to order from Malibal but it look like my bank is the culprit once again. Really frustrating but what can you do, it there to protect against fraud charges. I do find it more pleasant to communicate via pm then by phone as well.

 

see i told u

 

LOL tell me what?

 

And why aren't you playing game? Once I get my laptop, you won't see me around for a while

 

im working on some coding for a modded controller... duh, oh and about the i told u, it was about talking through pm instead of on the phone

http://www.picaxeforum.co.uk/showthread.php?p=175161&posted=1#post175161

 

What does your name mean?

 

well its when people are stupid and don't realize something and when they do realize that it was really obvious then they their friends who knew from beginning say "well aduy!"

 

Quite the contrary - I won't hesitate to recommend Xotic PC - very happy with how my order was handled (everything was performed flawlessly, even though it was a very urgent order, involving certain delivery complications). The post sales support / technical support is very helpful and efficient as well (not that I have had any major problem with my laptop whatsoever).

 

Oh I though that was the name of your Apache

 

hmm i should name my apache

 

Yeah, I would look to commend Xotic's post-sale support as well. The included blu-ray player software wasn't cooperating, so Xotic sent me another CD which came in 3 days to fix the issue.

 

hmm they sent you cd to go in the disk drive that isn't working to fix the disk drive. hmm not seeing how that would work.

 

Software was the issue; not the drive itself.

Anyways, I really think we should let this thread die... I'm sure the XoticPC rep's cringe every time this jumps to the top again.

P.S. I realize my post is bumping the thread too and I didn't want to post anything because of that, but before this post it was already at the top anyways.

 

I have to say, as far as complaints about vendors go, a nine-day delay because of anti-fraud protections, where you have not been charged while the issue is sorted out, seems pretty miniscule.

But this raises an interesting question for me. I've always had important stuff shipped to my work address instead of my home address, including my MacBook Pro. I do this because if it goes to work, the receptionist signs for it and keeps it safe until I can swing by to grab it. If it goes to my home, (1) it sits on my front doorstep, or (2) it ends up back at the local shipping center because they wouldn't leave it at my front doorstep. I've never run into a problem with this beforehand, and my work address is not the billing address on my credit card.

If I buy from XoticPC (I'm looking to buy later this year, though likely not for another couple months, while I keep doing research and save up $$$), what arrangements need to be made so that it can be shipped to my work address?

 

Hi Mitlov, I'm not sure about other companies - but for us, you can either add your work as a secondary address on you credit card or we can also verify you by phone. It's really simple.

 

XoticPC is well known in this forum and have excellent ratings.
Click here

Threads like this should not be allowed because all companies have times when they can`t offer their best service to people. If these people posted new threads about their own isolated experience, we would have many of them in these forums and it is very hurtful to the reseller`s business

imo

 

Hello Mitlov! Simply add it as a secondary address on the card and you are good to go. Feel free to contact of any our personnel at our company and we would be happy to help!

 

Malibal and Justin@Xotic--thanks for the info. I'll add my work address as a secondary address to my credit card before purchase.

I disagree. Threads like this should be ALLOWED. If there's censorship of any negative feedback, then people can't get an idea of how much negative feedback there would be if there wasn't censorship (it's like when you visit the websites of certain laptop manufacturers and every model has glowing five-star-average ratings that I'm sure were hand-selected for posting to the page...you can't get any idea of which models are actually well-loved and which aren't). I think it's much better when these threads are allowed, but if they're unwarranted, the original poster faces a wave of disagreement from (1) people who have had positive experiences with that vendor or manufacturer, and/or (2) people saying that the original complaint is unfair/inaccurate/excessively picky.

 

Agreed. the rest of us have a chance to debunk the OP's assertions, or we can agree, depending on our own experiences with the vendor.

 

If OP had researched XoticPC he would have come to the conclusion that his own isolated experience does not reflect how the absolute majority see the reseller.

And threads like this that scream a unsightful conclusion would be unnecessary. I too agree that criticism and experiences should be shared but not this way, and certainly not thread titles like this

 

This applies to all companies. I had the same problem with Newegg when I bought parts for my gaming desktop, and it also was a week before I realize they had not charge my credit card. This is just an anti-fraud measure that while is annoying, but it does happen.

Good luck to you OP.

 

Why does the majority's experience or view of the reseller matter in an individual case? The lack of communication the OP received frustrated him, and he spoke out about it. In his position, I would've been similarly annoyed. It's silly to expect him to be placated because other people had good experiences. He simply detailed (in a understandably frustrated tone) what happened when he tried to place an order .

In your opinion, what should the topic title have been?

 

Well, maybe he should have said "Issue with XoticPC" as opposed to "Avoid?"

 

That or just contact Justin via pm.

 

Yes what Dynamo mentioned. Or "Bad experience with Xotic - Anyone else?" etc etc

Or a PM since Justin is very active in this forum