Xotic PC - Recieved Wrong Computer

Hello, long time lurker first time poster. you guys on this forum have been a lot of help during the research phase of my laptop purchase so I thought I would leave a review of the reseller and a review of my laptop once I have recieved it.

I ordered a sager 9377-S from Xotic PC on the 21 of march which arrived on the 17 of april. unfortunately I was not able to open the package until may 2nd. Upon opening the package I noticed it was packed very well and all of my accesories were there along with an invoice of my order. When I removed the laptop and started inspecting it I noticed the case looked different that I was expecting. Upon further inspection I was able to confirm my suspision and realized they had sent me a completely different computer than what I had ordered.

As soon as I realized this I contacted Xotic PC and informed them of the issue. They then told me to ship back the computer with a shipping label they E-Mailed me. I packed the computer up the next day and shipped it back on may 3rd. The computer is due to arrive there monday according to UPS. Xotic said they will get my computer back from the person they shipped it to, they told me this on may 3rd when I informed them of this situation, it is currently May 9th and I am waiting for them to hear back from the person they shipped my computer to.

I would like to say that so far Xotic PC has been very helpful in fixing this situation. I will update this thread every few days until I have my computer that way anyone reading this will have a full account of what happened (I hate half finished stories like this on forums).

 

This post was supposed to be in reseller feedback, if a mod could please move it that would be great. I cannot delete the post.

 

Lol. I hope it goes well. Whoever got the 9377-s might realize what they got and try to pull a quick one.

Sent from my SM-N9005

 

thats what I am worried about TBH, if the computer is not in the mail by tuesday im going to see if Xotic will just start building a new one, if not I will probably process a refund. I figure a week from when the person said they will ship it is a good indication of if they intend to keep it or not.

 

This is unfortunate to hear. Sounds like everything is being worked on but if I can help dont hesitate to ask.

 

Thank you, Derek has been very good at helping me with this but if there is anything I need I will let you know.

 

Wow, that's certainly a scary situation! I hope they get that resolved for you ASAP!

 

Random thought, would it not be more fair just to send a brand new machine to the OP ASAP? He did order a new one. If this happened to me I would not want a machine that was potentially used by some other customer.

 

I agree. The OP deserves a *NEW* laptop that they bought. Not one that was in the hands of someone else for several weeks. That's not right. Regardless if it's Sager's or XoticPC's fault the OP doesn't deserve to be in the middle. Make it right, send him the laptop he ordered, NEW, and deal with the other laptop return in another manner.

 

While I agree that some of the liability is on Sager or XOTIC, it is also the responsibility of a customer to check to make sure that everything is right with their order. The OP let it go over 14 days without checking. Most companies would tell you too bad at that point.

Always open every package you receive within 24 hours because shipping mistakes do happen. There are multiple parties at fault here.

 

For me in Costa rica, before i even sign for any packages, i inspect them first, more than once i have had a wrong package.

Good news is Xotic should have all personal information of the person they shipped the wrong laptop too, they should, if the person refuses to return it, bill their credit card, assuming they paid with a CC and if they charge back inform the bank of the situation and it should get handled.

 

I dont think they're allowed to charge the person for their mistake?

 

The OP stated he wasn't able to open the package until May 2nd. There could be any number of reasons for that, let's not assume too much.

 

They should not no, absolutely not, and if it occurred to me knowing that someone else has my laptop and if they have not returned it to Xotic or even contacted them about it, i doubt they will knowing they got a better laptop than they ordered. This means if they do get it back, i would be getting a semi used laptop which i did not pay for and i agree, they should be shipping them a brand new laptop and sucking up the costs.

In the end, this is the fault of Xotic and it is up to them to rectify the issue.

 

Wait what? Since when is being sold an incorrect product the buyers fault?

For one, it wasn't the OP's fault, he brought it to their attention immediately as soon as recognized. Secondly there is a 30 day return policy regardless. And lastly, even if he hadn't touched it for two months, he was still sold something when he was promised something entirely different, I don't care if it's beyond the 30 days, it's still illegal if it's not corrected either with a price difference, exchange for proper product, or a return. The OP is innocent, period, and IMHO more patient than I would have been if they told me I had to wait on the other customer that received your supposed order. Mistakes happen, that's fine, but if I was told I would be receiving the $2000+ machine that has been in the hands of someone else for two+ weeks, I would have just returned the incorrect one I received and take my business elsewhere if that were the case.

I'm sure XoticPC will take care of it, but just boggles my mind that OP would have to wait on the other person. Makes no sense.

 

yeh agree it is ridiculous op have to wait on the other party.

 

Well to me I see two sides. Knowing sager and xoticpc reputations, mistakes happen every once in awhile. I think everybody can agree on that. If I was in dire need of the new laptop, I'd be pushing the issue. If I wasnt't I could be patient. Amazon has stung me couple times but they've rectified the issue adequately all three times. To add a little depth op may have a little curiosity to see how this all pans out on the other customer's end and xotic's end. I am kind of curious to see how this all pans out also. Knowing I'll be repurpising my np5160 when I order my next laptop and this happened to me, I'd probably be patient. Anxious but patient. One more angle I see is if op ordered something custom like paint or a wrap I'd probably be pushing for a new order to pushed sooner than later instead of waiting also. Most of know sager and their resellers have a good rep so let's see how this pans out instead of putting pressure on the issue.

Sent from my SM-N9005

 

I was not able to get to the package until later because I was on deployment with the military. While I realise I should have got to it sooner I knew I would get to it within the return period. If I do not have word on the laptop shipping back to exotic/to me Tuesday I will request that they order a new one from sager to send me or process a refund. I would live to get a solution with xotic since the customer support has been very helpful so far and it would be a PITA to wait for a refund to complete on a 3k dollar laptop and then order with another company. I realise shipping mistakes do happen and once they do happen how I deal with the company determines if I will try for a refund or give them future business. I will be contacting them Monday for an update and will post an update here after work.

 

I'd go after a new one myself and as long as you sent back the one you were sent, you shouldn't be obligated to wait on a 3rd party in any way whatsoever. You don't know how the person it was sent to has handled it. They may have done something to shorten the lifetime of the components or even worse, touched the keyboard with horrible sticky fingers and gotten crumbs all up in there.

 

I would hate to recieve a sticky computer, however I am sure Xotic will do a great job cleaning it. The other guys computer I recieved was supurbly packaged

Tuesday/Wensday is the limit for the amount of time I am willing to wait for the other guy to ship it back. After that I am assuming he is keeping it since it is a nice upgrade over mine.

Here is my order:

1x Sager NP9377-S (Clevo P377SM-A) - ETA: April
- Availability: PRE-ORDER - ( ETA, specifications and upgrade-ability are subject to change by manufacturer )
- Free Shipping: FREE!!! – U.S. UPS GROUND SHIPPING (Use Coupon Code "FREESHIP" in Checkout) [U.S. Lower 48 ONLY / Restrictions Apply]
- Current Promotion: FREE! - ASSASSIN'S CREED 4 for PC (Game Code Expires March.31 / While Supplies Last / Must be requested during checkout)
- Display: 17.3" FHD 16:9 "Matte Type" Super Clear Ultra Bright LED Anti-Glare Screen (1920x1080) (SKU - SSC002)
- Dead Pixel Warranty: FREE! - 30 Day No Dead Pixel Warranty
- Monitor Calibration: NO Professional Monitor Color Calibration
- Processor: Sager - 4th Generation Intel® Haswell Core™ i7-4810MQ (2.8GHz - 3.8GHz, 6MB Intel® Smart Cache) (SKU – SPU401)
- Thermal Compound: FREE! - IC Diamond Thermal Compound - CPU + GPU
- Graphics Video Card: SLI (2x) - NVIDIA® GeForce™ GTX 880M (16.0GB total) GDDR5 PCI-Express DX11 [User Upgradeable] (SKU – GPU05X)
- Copper Cooling Upgrade: COPPER COOLING UPGRADE - Extra Cooling Copper Heatsinks Applied to the Heatsink/Heatpipes (XPC Service - requires shipment to XOTIC PC: will add to build time)
- External Display Video Adapters: No Video Adapter
- External Mobile Display: No External Mobile Display
- Ram: 16GB DDR3 1600MHz [2x8GB] Dual Channel Memory (SKU - RAM04S)
- Branding: Sager Branding
- Exterior Finish - Graphic & Textured Wraps: Standard Laptop Finish
- Exterior Finish - XOTIC PC Laser-Sketch™: No Laptop Laser-Sketch™
- Exterior Finish - XOTIC PC Custom Painting (A Panel Only): No Custom Laptop Painting
- Exterior Finish - XOTIC PC Custom Painting (Full Chassis): No Custom Laptop Painting
- mSATA SSD Drive - Configuration Option: Non-RAID Storage
- mSATA SSD Drive ( Slot 1 ): 240GB Crucial M5 mSATA SSD - Preconfigured as an OS Drive ( Operating System – Drive C: )
- mSATA SSD Drive ( Slot 2 ): NO mSATA Solid State Drive
- Primary Hard Drive: 1TB 7200RPM [SATA II - 3GB/s] (SKU - HDD097)
- Second Hard Drive: None Standard
- Raid: HDD Raid Settings - OFF
- Optical Drive Bay: 6X Blu-Ray Reader + 8X DVDRW/CDRW Super Multi Combo Drive (Sager) (SKU - ODD084)
- Optical Drive Bay Hard Drive Caddy: No Extra Optical Bay Hard Drive Caddy
- External Hard Drive (Back Up): No Back Up Hard Drive
- External USB Optical Drive: NO External USB Optical Drive
- Bluetooth: Bluetooth Included *With select wireless cards only* (See “Wireless Network” Section Below)
- Wireless Network: Sager - Intel® Dual Band AC 7260 802.11 A/AC/B/G/N 2.4/5.0GHz + Bluetooth™ 4.0 (SKU - WIFI94)
- Wireless Network Accessories: No Network Accessory
- Memory Card Reader: Internal 9-in-1 Card Reader (MMC/RSMMC/SD/Mini SD/SDHC/SDXC/MS/MS Pro/MS Duo)
- Camera: Integrated Digital Video Camera
- TV Tuner: No TV Tuner
- Sound Card: Sound Blaster Compatible 3D Audio - Included
- Case: No Carrying Case
- Battery: Smart Li-ion Battery (8-Cell)
- Car Adapter: No Car Adapter
- Spare AC Adapter: No Spare AC Adapter
- Port Replicators / Docks / Adapters: No Dock/Hub/Adapter
- Fingerprint Reader: Integrated Fingerprint Reader
- Headsets: No Headset
- Keyboard (External): No External Keyboard
- Mouse Accessories: No External Mouse
- Notebook Cooler: Full Size Aluminum Notebook Cooler - Dual Fans - USB Powered (For up to 17" Laptops)
- XOTIC PC Redline Boost™ Extreme Performance: No Thanks, Please do not Overclock my system (Overclocking will add 3-6 business days to build time)
- OS Redline Boost: No Operating System Redline Boost
- Operating System: ~Windows 7 Home Premium 64-Bit (64&32-Bit CD Included (Supports up to 16GB of RAM)) + MS Office 2013 Trial
- ADDITIONAL SOFTWARE: None
- Antivirus Software: No Antivirus Essentials Software Bundle
- Back Up Software: No Back Up Software
- Cloud Backup - Unlimited GB Storage: No Unlimited GB Cloud Backup
- Microsoft Office Software: -Microsoft OFFICE 2013 Home & Student Edition - [Word/Excel/PowerPoint/OneNote]
- Software Bundle (Not Installed): No Software Bundle
- XOTIC PC Global Anti-Theft Protection: No Global Anti-Theft Protection (Options below require an operating system)
- Warranty: LIFETIME Ltd Labor* 1 Year Parts Warranty Lifetime 24/7 DOMESTIC Technical Support (Labor through XPC)
Includes FREE Shipping Both Ways for Parts Warranty Repairs (SKU - WTY099)
- The XOTIC PC Difference: * 24/7 LIFETIME U.S. based technical support
* Extreme QA testing by dedicated technicians
* 24-72 Hour stress testing and benchmarking to ensure top performance and stability
- Build Time: Standard Production Time
- Outside of U.S. Shipping Coverage: No Outside of US Shipping Coverage
- White Glove Premium Packaging: Yes, I would like XOTIC PC’s White Glove Premium Packaging (XPC Service - requires shipment to XOTIC PC: will add to build time)
- XOTIC Gear: No XOTIC PC Gear

and here are pictures of what I recieved:

sager - Imgur

the video card was one gtx 870M
The processor and memory were the same as what I ordered
The hard drives were both smaller than what I ordered.

 

You should ask for a new laptop regardless. As others have said, you paid for a *new* laptop and deserve one that has never seen the hands of another user.

 

I never said that I agreed with it. I'm playing devil's advocate more than anything but I have heard of companies doing far worse and I personally have had UPS deny a claim on my end since my apartment complex signed for a package and I was out for a week.

I agree with everyone else that the OP should get a new computer, maybe I should have been more clear about that. Don't mind me, I'm not all there at the moment lol.

OP, I really do hope they fix this for you. Looking at your order, its XOTIC's fault directly since they received the system to do the custom cooling upgrade. That means that they are the ones obligated to fix it. I would demand a new machine.

 

to add insult to injury the invoice was correct and listed my computer lol, I will talk with them Monday and I hope they do the same and get this corrected. Thank you for your sympathies.

 

How does that even happen? I mean seriously, they look nothing alike.

Well keep us posted man. I am sure that XOTIC will make it right for you. So far I'm really impressed by their service. Hopefully I get the right machine though since I ordered a 9377 too. I will be really mad if my 5k machine goes to the wrong place for sure! LOL!

I believe they'll rectify it, its just a huge inconvenience to have to go through all of that. Considering the expense of the machine and all, they may well offer you some sort of warranty extension for taking the used one or they would offer you a full refund under their return policy. I don't think a small company like they are can afford to absorb the cost of a new machine, their margins are already likely pretty low. They'd have to offset that cost somehow.

 

Monday's Update. Xotic has recieved the computer that was mistakenly sent to me and they are talking to Sager about building me a new machine. They should have conformation Tuesday that Sager is indeed beginning production of a new computer for me. They said they will work out dealing with the person who recieved my computer and they will send me the new one that Sager is building. Hopefully they can give me an ETA on the arrival of my computer tomorow.

 

a nice complimentary upgrade would certainly help the situation

i got a free tee shirt from alienware 7 years ago due to their cokup of 19 days of failures and the final straw after a repair was they sent me someone elses laptop back with all their company files on the hard drive.

a full refund was agreed and they even had the audacity to ask for the tee shirt back.

 

Not sure I agree with this. I will shortly be leaving for vacation and unfortunately, I doubt my new machine will arrive before I leave. I will not be back for about 10 days. Sure, under 14, but easily could have been over. Would I not be entitled to receive the machine that I paid for as a result? That isn't a reasonable conclusion. People have a variety of reasons for not opening a new computer ASAP. But in all cases people should receive the machine they paid for. This is pretty simple stuff. The buyer isn't responsible at all here.

 

I would've told them to go hug a tree

 

Hello, I've been helping the OP throughout this process as their Sales Adviser. Current status of this is basically waiting for an update from Sager as to the status of the new build. Been attempting to get an update and haven't heard back due to them being pretty busy over there but should have an update as they wind down for the day. Providing something for free I would agree is in order, but that would have to be something coming from us rather than Sager and would just further delay getting the machine back to OP. Only so much that we're allowed to discuss in the forums but seeing as how we're in email contact daily I'd be more than happy to bounce around a few ideas there for you.

 

Derek, out of curiosity, what usually happens to the other customer who received OP's machine? I mean obviously (s)he has to return the machine, but unless their original laptop ended up sitting in a warehouse, they would still be receiving a used machine if their original laptop ended up in the hands of a 3rd party. It's just a huge mess to untangle...

 

Not really a huge mess as I see it. Treat each one separately, initiate a return, and order a new one. Done. If it's Sager's fault they eat any costs associated with it. If it's XoticPC's they do. As far as the person that got more of a computer than what they ordered, well, they may have a moral obligation to report it, but not a legal one. It's the seller's responsibility to make sure what they ship is correct. OP didnt' get what they ordered, it needs to be corrected, as simple as that.

I didn't have any doubts XoticPC would manage it fine. As far as getting a freebie, that's up to Sager and XoticPC. Mistakes happen, as far as I'm concerned as long as they correct it quickly and without hassle that means more to me than a free 8GB RAM. And personally, I'm more likely to do repeat business with a company in how they treat their customers before and more importantly after the sale than anything else. Anyone can sell you something, it's how they handle issues is what sets them apart.

I just chuckle a little bit inside thinking how this would have been handled were it Malibal... :laugh:

 

Exactly.

Which is why I spent almost an entire month on the reseller forum before deciding who to go with lol

 

Nothing to worry about, we're getting each of them a new machine and returning the shipped units to Sager. We'll be handling it.

 

NO YOU followed by account lockout

 

Tuesday Update,

I spoke with Derek and he said sager had the computer overnighted to them, once it gets modded it should be shipped they said it will be shipped friday at the latest. I am also getting a copy of watchdogs which I have been wanting to play.

 

Glad to help, I'll get a hold of you as soon as I hear an update on this.

 

Kudos to XoticPC. Hope you enjoy your new laptop and Watchdogs sinker, when you get it!

 

No update today, I haven't sent an E-mail to, or received one from xotic. I will have something to report tomorrow since the last email I got gave me a shipping date of Friday at the latest.

 

Just talked to the tech working on the machine, got to us late yesterday from Sager and so didn't get worked on. Going at it today though and so as long as everything keeps checking out we'll be good to go.

 

I received a tracking number from xotic today, Derek actually took the package to the ups store to drop it off for me. I have to say I am very impressed with how xotic handled the whole process I will definitely be purchasing my next computer from them. I will reply back in this thread with pictures of the computer I receive and will update the thread with a delivery date once ups makes one available.

 

So the ups tracking web site has a scheduled delivery of Friday the 23rd, I hope it arrived earlier since I really want to get the computer setup :-(

 

Always glad to help! I had them include your goody in the bag that contains the miscellaneous items so keep an eye out for it.