Sager 2090 wait compensation?

If it's not their fault, as you say, then what's the point of compensation? In my view, compensation refers to some mistake that they have done on their part, which is "fault". At this point, "compensation" for our wait mind as well just be asking for random free stuff because we'd like to have random free stuff, despite the fact that the wait wasn't caused by anything the resellers have done at the moment.

From my experience with PNB and Donald, my service has been exceptional as of late, anything less wouldn't be doing them justice for the news that they provide us in the forums. I don't understand why we accept companies like Dell or HP to give us crappy service and don't explain the reason for delays, yet we expect quality customer service (which we get) from private vendors like PNB or Xotic, and also ask for compensation as well. I see people in the Dell forums getting free stuff all the time, because frankly, Dell can afford that. Small companies like PNB or Xotic can't.

I really don't understand what's so hard about e-mailing or calling the reseller for information. I do that on a weekly basis to keep on top of things, I don't need regular e-mails updating the status of my laptop to keep on top of my purchase at all. Besides, we can't speak for all those who've ordered NP2090s but don't visit these forums, either, I'm sure many of them call regarding their purchase as well. Besides, it can be worse like in bigger companies such as Dell, which doesn't explain why your laptop's delayed so much, they just change your ship date so it's delayed even more, like the case of some 1520s and XPS M1330s.

It's not like the "early July shipment" was a guarantee. The shipments were delayed because of a production error, and Compal decided to move on production of the IFL-90 until they got it fixed. When the error was fixed, then they had to make room for the IFL-90 to be made, remember, Compal makes laptops in large quantities in many models for many companies, they have no time to wait for the problem to be fixed, they were on a tight schedule and decided that the IFL-90 can wait until the issue was resolved.

 

Mmmm. cake.

 

How bout a brownie? Even better, special brownies....though of course, I am not condoning recreational drug use in an open forum...that must be understood...

 

I would settle for some good chocolate chip cookies too.

 

Hey I just canceled my NP2090 from xoticpc.com

When should I expect a full refund?

 

thanks for bumping me up in line

 

The point is to address the fact that

It's not their fault for the delay, but resellers must face the fact: many customers are not happy. Should they point fingers and apologize? It's simply a matter of accepting responsibility for customers' dissatisfaction. This would not be an issue if customer satisfaction were not important. For these resellers, it is extremely important.

I agree. My reseller's support on forums and quick responses to emails have been exceptional. That is why I bought from them. I expected the service to be significantly better. For the most part, it has been.

I don't understand that either. I have sent over a dozen emails. Communication has been quick and effective. Just because you and I (and others) are customers who initiate communication on a regular basis does not mean our resellers need not initiate their own email updates (when relevant information is made available to them). Maybe I am wrong though - it's certainly possible that the vast majority of the customers are like you and I. It's just speculation at that point.

Of course, and I don't fault my reseller at all for the delay. I'm still frustrated though. I've recommended my reseller to dozens of people, some family, one of which recently purchased from xotic. Perhaps dealing with companies that I mentioned before has left me expecting too much as a customer. Still, I ask, is it really a worthwhile investment to disregard my (and many others') dissatisfaction? That's a choice for the resellers - possibly save money now and lose money later, or vice versa.

I don't want freebies. I want the quality, competitive customer service that prompted my purchase in the first place.

 

I suppose it's part of our turmoil that we have pre-ordered a laptop, and the wait just comes naturally with it, obviously if the laptop isn't made, we won't get it as soon as we order, yes?

I'm just trying to make the point that the wait time is inevitable for the many of us that have pre-ordered our IFL-90s, though it was longer than expected. It happens due to the very fundamental fact of the universe that crap happens.

 

I pre ordered my Sager NP2090 from Xotic PC a few days before they were set to ship thinking that I would have to wait only a week or two at max. I remember that the first shipping date was June 22 when I pre ordered my laptop. But then after a few weeks without any update or notification (excluding the payment confirmation call), I had to email them again to figure out what was going on. They replied pretty quickly (it was Friday night too!) and told me that I should expect it to come mid July. When mid July came and gone, I still had not received any update. Again, I emailed them a week after July 15, to find out what was going on. They replied and told me that the laptop was going to be shipped "soon."

I'm not too mad that the shipping date "June 22 " became "mid July" but at the time of ordering I was under the impression that I would get my notebook well before August. See, I kind of need my laptop before August and I thought ordering early would be best. My laptop finally shipped and is set to arrive on July 31 which is cutting it pretty close. I believe that if the resellers do care about their customers, then the least they can do is upgrade my shipping from ground to a faster method as a way to apologize for the delays.

Because I just received notification that my laptop shipped so I am not as anxious as other customers who are still delayed because of ordering the wsxga+ screens or any of the restrictions. Although I agree that stuff like this happens, if it was Dell that continued to push back its shipping times, there would be a firestorm of outrage.

 

That's true. As customers, we can form support groups to help us through this time of need/want (see here)
.

It's up the resellers to decide what level of responsibility they want to accept for the apparent customer dissatisfaction. I'll be very dissapointed if that level of responsibility remains "I'm sorry".

I am biased though. I often deal with excellent companies. I have high, but certainly not unreasonable, expectations.

To that regard, I do have an update. Xoticpc has freely upgraded "As a courtesy" my shipping to UPS 2 DAY AIR Service. Definitely appreciated. I recall Donald saying (another thread here) that an upgrade in shipping would be too expensive (thread mentioned money made/lost by interest in the long wait for resellers/consumers - resellers don't make interest on preorders though). This is clearly a logical compensation - it serves to shorten the wait.

 

Well at least if you had a Dell, you can call up their customer service and demand a couple $100 cashbacks and free gizmos like printers.

That happens a lot in the Dell forums.

 

If you don't want to wait, just cancel your order and buy something else.

 

Sorry, but you completely miss the point.

Nonetheless, I am happy with the current situation. Free expedited shipping is an excellent choice for compensation.

 

I didn't get a free upgrade on shipping

 

overall, my experience with xoticPC was pretty good.

i would have liked for them to keep me updated on my order better (instead of having to stare at the "Phase 1" area all the time. Even thought i paid with the check, the check cleared after a few days, not more than a week yet it was still on the phase "order confirmed, sending check out" for about 3 weeks. someone should have checked and updated my status! i did give Justin a few emails/PM's, only 1 or 2 that was not answered.

i'm not 100% totally satisfied with my NP2090 because of a few small problems (the BSOD problem while trying to install Windows XP Pro SP1 because of SATA driver issue, random but not very often BSOD's at startup with Vista Ultimate, notebook not as cool as people made it up to be but that should partly be blamed on the 90 degree weather i've been having here for the past few days, a few FPS hiccups while playing Call of Duty, and a few more other minor details.

But overall, i would say I'm 85% satisfied with my NP2090 and i'm sure most of my problems can be corrected within the month with some software/driver/program corrections.