XoticPC Feedback Thread

@Tanner@XoticPC tried to post this but wasn't allowed as a reseller.

However, I think it's a good idea that could help buyers so I'm reposting it!

What do you think Xotic does well? Needs to improve on? Should add to get ahead? Keep it civil and pitch some good ideas!

 

My own 2 cents is that for the enthusiast market they need to offer a little more. It's hard to recommend them to people with huge budgets when other places (which I guess I won't name...?) will do delidding, undervolting, shimming, factory OCing, display binning, calibration, offer silicon lottery chips, and unlocked bios mods on the desktop cpu Clevo models. Some other sellers offer 10% edu and loyalty discounts (that stack even) or conductonaut thermal pastes. I think you need to start offering something like that to differentiate yourself from just being another reseller. Admittedly at least your pricing is competitive so you already have an edge over some of the oems and resellers charging an arm and a leg more than they should be.

I also think Xotic should get some kind of tool on their site that makes it more unique. I was thinking some kind of comparison tool that if you're speccing out say a Clevo P650HS, would also show you how much a similarly priced rival laptop would cost, and the pros and cons of each. So maybe show like an MSI GT62VR and GL502VS. Though there always is more to the story than just specs (the GT62 runs way cooler than a GL502VS for example).

@D2 Ultima I know you made a post on the old thread before it got deleted. Maybe repost it here as well.

Xotic I do think you guys do a good job on your customization options, plenty to choose from there. And I also see you're trying on the Prema bios so that's good to see!

P.S. Didn't you used to have a search by gpu before? I think that mode would have potential with some filters. If I were designing it I would classify similar models as the same thing to clutter up the results less. Like searching 1070 before may not have been helpful because there are a ton of results. But in reality searching 1070 should probably have a more reasonable amount if you searched with a screen size too. For instance, there are quite a few GT72 variants. When searching, clump that all into one result that has lots of variants underneath it (with 1070s still). Because it's funny seeing like a million results when I know there really are only like a dozen options in the market for say a 1070 laptop excluding variants that are just different configs of the same model.

 

I had a good experience with @Tanner@XoticPC, I got my Clevo P570WM from them few years ago, and my current P870DM2 was from them as well, the only thing that they didn't provide me with Prema BIOS or any other unlocked BIOS for the DM2, and they said because it's SAGER brand ,

 

Yeah Sager doesn't do that. Don't blame Xotic for that.

I also had a positive experience. They let me keep my warranty after dremeling my GT60 to cram a 980m into it. So being enthusiast friendly to mods is a nice plus.

 

Why not post this in the Seller Feedback thread?

http://forum.notebookreview.com/forums/reseller-feedback-forum.1095/

 

Agree with you, I thought it's already there.

 

Cuz tanner posted this and no one really leaves this kind feedback there. It's more just how a sale went.

 

This is exactly the sort of thing we were looking for, thanks! I've brought up a few of the additional enthusiast options before and we weren't in a position to offer them, but part of the reason for the thread is that we're looking to expand our horizons and now's a good time to bring them up again.

Also good feedback on the compare feature, currently you have to add machines to the compare and it only compares the base machines, it does not suggest others or show modified comparison.

We still have the search by GPU (and several other features) but it's in a different spot in the page (Laptops > View All Laptops > Power Search will expand the options). You can filter multiple options, for example if you are looking for all 17.3" laptops with an unblocked CPU and a 1070 it will do that.

Also, thanks for re posting this thread!

 

It's a restriction from the manufacturer sadly. Good news though, we've taken some steps recently to move into that area (with XPC branded Clevo machines). I know it doesn't help with the current one, but every request for it in the past (yours included) influenced the decision.

 

I was wondering what happened to that thread and frankly think it's stupid that he couldn't leave it up, so I'm glad you reposted.

As most folks around here know, the marketplace is extremely competitive, both in terms of products and the companies tasked with selling them. Pricing and sales-support wise, most shops are within spitting distance of one another. The feedback from customers for most of the resellers is generally very positive, at least through the purchase process.

It's what comes after the sale, though, where I believe improvements can be made. While I can no longer in good conscience recommend Mythlogic (at least not until they get their act together), their Phoenix Upgrade program was/is a nice value-add. Whatever upgrades your computer supports, you would buy the parts from Mythlogic, and they would cover the labor cost to install and re-certify the system. Perhaps Xotic could offer a similar program as an optional extra whose cost depends on how upgradable the computer is. It would be great for the Clevo P775 or P870 that have removable CPUs and GPUs. It would even be useful on machines like the MSI GT72 that have soldered CPUs and GPUs but SSD and/or RAM slots that require removing the motherboard to access.

Another area where a company could stand out is when a computer needs repair. The key is communication both with the customer and among internal staff. Once a repair/RMA has been granted, a shipping label should be generated and emailed to the customer within 24 hours (assuming the repair qualifies for no-cost return shipping). When the computer arrives at the retailer or repair facility, the customer should be notified and provided with an estimate of how long repairs take - HIDevolution sends a pretty comprehensive email about this, even going so far as to break it down by specific brand. The next communication should come when the machine has been inspected/tested, acknowledging what the problem is (if not already known) and what steps are being taken to correct it, including any parts that need to be ordered, etc. If parts are backordered/not available, the customer should be informed and provided an estimate of when they will be available; then there should be a follow-up when the parts do arrive and will be installed. The final note should be when the repair is complete and the computer on its way back, including a tracking number so the customer can arrange delivery/pickup as necessary.

@Tanner@XoticPC

My P670RS has been with HIDevolution for repair for the last several weeks, and while I don't doubt that it will be repaired correctly, I've been less than impressed with how I've been communicated to regarding its status.

 

I think this has partly to do with the fact that they need to send the system to their Vendors sometimes, when the problem cant be fixed internally. But once it gets back into their hands the communication is right up there.
And this isn't just true for HIDEvolution, for every other re seller as well. Their Vendors just arent as communicative, specially because they deal with a lot higher quantity of service requests coming from multiple re-sellers.
I had this issue myself. HIDE specially requested the their vendor to ship to me directly, but they shipped it back to HIDE totally ignoring that request.

 

Lol low key same. P650RS had been gone since the 19thish of May. (I don't remember for sure it arrived the 22nd though) To be fair they're waiting on their supplier or Clevo or something to send back a replaced mobo'd unit. So it's whatever I knew it couldn't be repaired so itll take longer.

Reposting was my pleasure.

I'll post a pic later of what I mean about the search results. (Though I didn't realize that gpu search was just moved not removed)

 

I have no problem with the fact that repairs can be delayed for this reason. My objection stems from the fact that I had to chase after them to get that information, and even then I got different answers from different people. After I got the email confirming that they received my computer at their warehouse, it was radio silence. I submitted a follow-up message using their online ticketing system - no response. I emailed Zoltan directly, who said the machine was on the bench for troubleshooting - I asked him to follow-up with them and get back to me. He never did. I emailed Donald who said the computer had to be sent back to the manufacturer and that I should get in contact with Juan (who's apparently in charge of their return/RMA section). That ended up not being entirely correct, however I don't blame Donald for this because he's not a tech guy, but I was starting to get desperate for at least SOME information, especially since they claim that Clevo machines are typically turned around fairly quickly. I emailed Juan who responded saying that they were backlogged with returns but he would let me know when he had something. He didn't get back to me until I followed up with him a second time and at that point he said the motherboard was on backorder.

I hope this makes it a little more clear as to where I was coming from in my first post.

 

Thanks for the reply! We have a similar upgrade program, I'm happy to say. I share your opinion on repairs, and what you describe should be the goal of all repair centers. Sorry to hear about the backordered board, I hope it comes in soon!

 

Yeah, I noticed the manufacturer/vendor repair centers send received and shipped notices, and if they send any information between that it's usually bad news (we found something outside the scope of the RMA, the problem is user damage instead of defect, the drive and all information on it is hosed, etc.) or asking permission to do something. I don't know what their workflow is like there, but it sounds like it would be a lot of overhead for some to devote time/resources to more frequent updates. Generally though, most resellers (us included) are able to find out statuses and projections in relatively short order, if given some time to touch base with the appropriate center.

 

Yeah. With HIDE at least they let you know when you can follow up for an update. Im guessing @saturnotaku 's case might be extreme, or just slip ups on their end, but i got almost instant updates when i asked for them. But my issues haven't been as extreme either.
My friend had similar experiences with Xotic. End of the day till the time the customer gets as update when he asks for one, its kinda fine in my books. Because we arent all that privy to a lot of stuff that goes on, on the Vendor/Resellers end.

 

In my case, it was a Prema BIOS flash that bricked the machine entirely. I was under the impression that they could hook it up to some specialized equipment and recover it. Obviously that wasn't the case. As such, I don't think it would have been too much to ask for them to tell me that they had to order an entire new motherboard, and that the process would take longer, especially with the part being backordered, than what was outlined in the note I got when it arrived at their depot.

 

Unless the board is EC flash bricked, then its difficult to recover it without the technical know how, other wise the BIOS can be easily recovered using a relatively cheap programmer. Even the EC can be recovered .
But i do agree with you, the board being backordered should be have been relayed to you asap.

Did you get in touch with @Prema though about the flash issue?

 

Yep, our reps might not have the information at their fingertips for systems at other facilities but they can always find out and follow up when they get it back.

 

He's the one who contacted HID to facilitate the RMA. No issues there at all.

 

Thats good to hear. But i do get your point on proper communication. BUUUTTT , then again i feel that its super hard for any re seller to keep track of updates from every vendor / manufacturer and then promptly be able to convey it over to the customer.
Though it would be really helpful if there was some sort of system in place to take of this, like maybe Biweekly or weekly reminders on their end?

 

They have everything to recover the system within minutes. I asked them to contact me once the system comes in to walk them through the process, haven't heard from them though...let me ping them to see what is going on!

 

Good to know about the upgrade program. Maybe you can pump up your marketing efforts of it a bit. Put a banner on your homepage, maybe send an email blast to current/former customers reminding them that they may have this option available instead of shelling out for a whole new PC.

On the repair center thing, I acknowledge that what I'm asking for may be impractical due to the need for other third parties to be involved in the process. That said, there's always room for improvement, and I think the reseller being a bit more proactive can go a long way toward maintaining a good relationship with the customer.

I hope HID gets my board back soon because I need to put that system up for sale in order to fund the GT73VR I just bought.

Seriously? They've had the computer since May 17. That is most definitely not cool.

 

And that's the reason for the thread right there.

 

@Tanner@XoticPC This is what I mean about the search:

The blues and yellows are all repeats that make search results confusing (using 17" and 1070).

I would parse the search results and add some like constants I suppose for current models to group them all together. So anything that starts with string "MSI GT72VR" then just stop there. Then make a sub page that shows the different sub configurations. Because a lot of these are a mess that are basically just a different screen or storage and memory config. I get that this is partially MSI's fault, but it's not just them who do it.

Then update the search page to show the range of prices those base configs start at maybe instead? If I wasn't well versed in laptops seeing all these MSI models that all look the same but cost different amounts would be very confusing.

I also personally just wish a reseller would make a higher end looking site. Most of them either scream gamer, or look outdated. Falcon Northwest almost gets it, but it's still a little over the top.

Schiit audio imo mastered this: http://schiit.com/products/ Look how sexy each page looks and how smooth the whole layout is. The product is centered with a gorgeous high res photo, but navigating to other products is still easily intuitive. Then scroll down for helpful specs and info. Imagine a design like that for each brand. Plus if you got photos of that quality of each machine I'd be pretty pumped.

https://www.ferrari.com/en-US Ferrari looks like trash in comparison even though they should be able to afford a high end web design for the cost of a handful of cars.

 

what upgrade program do you offer? I had positive experiences with @pat@XOTICPC always trying to make sure I am taken care of properly.

 

Schitt a really slick site. I don't think they're going to lose the gaming theme any time soon, as gamers are one of our main target audiences, but that layout makes me happy. Another thing that was moved in the power search is "Sort By:", it's now between the "Power Search" and "List" buttons, it's default set to list by price, but you can also sort by name.

 

While the whole Nvidia upgrade thing and the increased amount of BGA components in general (preemptive "let's keep the BGA debate to the named threads please) options are a little more limited now than they were in the past, we can still upgrade many components on systems you have bought from us. Basically, if there's a compatible upgrade that we can get, we'll install it for you, and cover labor/testing costs.

 

So would you up a GT62 from a 1060 to 1070 if asked?

Also ik people apparently like "gamer" designs. I just meant I don't, and cant seem to find all that many who do. But it clearly sells better.

 

Yeah, as long as we can get parts, and everything is compatible, we would do it. We would just need to check in with MSI for parts and pricing in that case basically.

The "gamer" thing is kind of a mixed bag. It's just a lot of marketing materials we get from manufacturers come with gaming pictures, specs for gaming performance, etc... so some of that is just there by default as that is how it is given to us. But yes, I agree adjustments could always be made. Noted.

 

It would depend on part availability/compatibility and somewhat on manufacturer support, right now there's more limits to what we can do with non-barebones systems

 

I... I was supposed to reply here, wasn't I?

 

Could someone point me towards feedback or reviews from people who got international order from Xotic? That'd awesome!

 

I got 2 laptops from them shipped to Saudi Arabia within the last 5 years, nice experience, the only issue they don't provide unlocked BIOS, if this important to you, you will need to flash an unlocked BIOS bu yourself, and it will avoid your warranty. They have a good quality products and good support team.

 

Thanks a bunch! I'll make sure to take note of this. I'm still trying to find other reviews (especially ones from Asia) but this definitely helps a lot.

 

I was wondering, sorry if ever I'm bothering, but did you buy any of the "extra protection" that they offer in shipping?

 

No, only regular shipping. I got the P570W first then after almost 2~3 years I got the P870DM2 with 1X1070, both were direct purchase from their website.

 

Noted. Thank again!