After the two and a half month wait....

[Izzie]

the Sager NP8150 with its 2820QM processor, GTX 485m video card, arrives.

I open the OEM box (no packing between it and the box inside) to find the user manual and included disks are loose in the box. The driver disk was not in its protective envelope, the laser mouse that was ordered was not included, the white medium tee shirt (size and color ordered) was replaced with a black extra large, there was no paperwork in the box at all nor was there any order/build/testing info on the outside of the box.

The laptop itself was suspended in the box so other than the unbound disks banging around, it looked to be packaged in such a way that most anything happening outside the box would not cause damage to the laptop.

Upon removing the laptop from its pink protective sleeve I notice the plastic bag I'm assuming the manual and disks were suppose to be in wadded up in the corner on the opposite side of the box than the disks were on. The suspended laptop was between the wadded up bag and the loose disks so it does not seem likely they escaped on their own.

The skinning on the laptop has braille-like bumps on several areas of the top, a crinkled ridge with sharp edges on the hinge and the edge is coming up a bit in several places.

Where was the care and quality I heard so much about?

There has been email contact with an unknown individual at Xoticpc. Quite frankly, I find it extremely rude and unprofessional that the correspondence goes unsigned. The unidentified CS person is going to refund the price of the mouse and tshirt. We were told we could keep the black shirt and give it away. Good. I'm giving it to the derelict that spits on your windshield and then wipes it with a dirty rag for crack money.

The mystery CS individual wrote that the problem with the skin could be handled two ways. The skinning manager will refund half of the skinning cost or reskin it for me. There could be a wait time of around two weeks not counting shipping back and forth.

Had there only been one of these issues with the order I would not be this upset. The total lack of care with this is mind boggling. I have to wonder if the shipping build info HAD been included would the name or employee number of the individual who took so little care with my order been on it?

At this point I'm leaning towards returning the whole 3k unit and purchasing it elsewhere. Not pleased at all.

-Izzie

[singleshot71]

Soooooo, other than the $20 skin, are you happy with the laptop itself?

It does suck to pay for something , only to have it arrived messed up. As I have NEVER had a bad experience with X CS, I do realize EVERYBODY has a bad day. I am sure that on monday you will get your problem fixed to YOUR satisfaction. I would call and ask for one of the Justins and get him involved in fixing your problem. I would even take pictures of your problem and e-mail them to him directly. Tell him what it is going to take to make YOU happy.

[Izzie]

The skinning was actually an $89 cost not $20 and yes, sometimes people do have bad days. However, nothing I have experienced so far would indicate that any of my order was "meticulously crafted" and I saw nothing to indicate that one could only expect a correctly filled order, a properly packaged product and a correctly applied skin only if the employee who was handling your order was having a "good day".

To answer your question... no, I am not happy with the laptop itself. What reason would I have to assume any more care was taken with what can't easily be seen as what can easily be seen?

Pictures were sent to the customer service person who doesn't sign their correspondence.

-Izzie

[bnosam]

The skinning was actually an $89 cost not $20 and yes, sometimes people do have bad days. However, nothing I have experienced so far would indicate that any of my order was "meticulously crafted" and I saw nothing to indicate that one could only expect a correctly filled order, a properly packaged product and a correctly applied skin only if the employee who was handling your order was having a "good day".

To answer your question... no, I am not happy with the laptop itself. What reason would I have to assume any more care was taken with what can't easily be seen as what can easily be seen?

Pictures were sent to the customer service person who doesn't sign their correspondence.

-Izzie
Could you upload pictures here so we all can see?

[Izzie]

I uploaded a few to an album. There is one of a flaw in the printing of the skin, the sloppily done edge crinkle, and a couple of the braille-like bump. The bumps are difficult to get a clear photo of, but you can feel them when you touch parts of the top. Some are quite small and remind me of a heat rash you see on babies sometimes.

The hinge on the other side is lifting a bit on the edge, but it doesn't show in a photo very well.

It's very disappointing, I would have never expected that this type of work would have ever been okayed for shipping to the customer from a company that describes their work as meticulous.

-Izzie

[bnosam]

I uploaded a few to an album. There is one of a flaw in the printing of the skin, the sloppily done edge crinkle, and a couple of the braille-like bump. The bumps are difficult to get a clear photo of, but you can feel them when you touch parts of the top. Some are quite small and remind me of a heat rash you see on babies sometimes.

The hinge on the other side is lifting a bit on the edge, but it doesn't show in a photo very well.

It's very disappointing, I would have never expected that this type of work would have ever been okayed for shipping to the customer from a company that describes their work as meticulous.

-Izzie
That's disappointing to see this stuff happen here, did you PM one of the XoticPC staff on the site and link them to this thread?

[powerpack]

Izzie sorry to hear of your dissatisfaction. I am curious to hear Justin respond. When he does we usually get a more complete picture. Not that you are in anyway being less than honest from your perspective.

On the skin the bubbles cause me little concern I mean come on it is a non drying adhesive a bubble here or there can just be rubbed out what is the big deal? What I mean is it could of left with no bubbles and now it has them. Use your thumb. The hard edge concerns me more. Pictures would be nice.

On the T-Shirt in the customization/build area only black is offered. Only when I go to the more info is white offered. I think this is a legacy. There are some typos and old info that has not been cleared on this site. If I wanted Xotic to design my site I might have issue. Since they are not Web developers I will give them a pass. Yes it is a mistake/oversight but?

You posted on a Saturday, Xotic is closed give them a chance to respond during business hours. As to unsigned email from CS, I don't see a huge issue but if you do that is your right.

I hope you get satisfaction it is a very big purchase so I can see your anxiety. Don't throw the baby out with the bathwater. I am certain you won't have to send back to get corrected.

[bnosam]

I uploaded a few to an album. There is one of a flaw in the printing of the skin, the sloppily done edge crinkle, and a couple of the braille-like bump. The bumps are difficult to get a clear photo of, but you can feel them when you touch parts of the top. Some are quite small and remind me of a heat rash you see on babies sometimes.

The hinge on the other side is lifting a bit on the edge, but it doesn't show in a photo very well.

It's very disappointing, I would have never expected that this type of work would have ever been okayed for shipping to the customer from a company that describes their work as meticulous.

-Izzie
When I try to open your album, I get an error saying it does not exist.

[Izzie]

That's disappointing to see this stuff happen here, did you PM one of the XoticPC staff on the site and link them to this thread?

No, I have not. We have been dealing with the "Service Rep With No Name" (please feel free to insert the appropriate spaghetti western music here. I know I did) who has been prompt and polite in their replies.

I find no fault with the response time, I find it very rude and discourteous to not identify themselves. After all, they know who they're speaking with.

I'm a little confused as to why I would contact forum people for a customer service issue.

[Izzie]

When I try to open your album, I get an error saying it does not exist.

I think it's okay now if you'd like to try again.

-Izzie

[Keeper]

No, I have not. We have been dealing with the "Service Rep With No Name" (please feel free to insert the appropriate spaghetti western music here. I know I did) who has been prompt and polite in their replies.

I find no fault with the response time, I find it very rude and discourteous to not identify themselves. After all, they know who they're speaking with.

I'm a little confused as to why I would contact forum people for a customer service issue.

Because the Xotic employees all answer forum posts, and they happen to be the same customer service reps you deal with at Xotic.

Not be belittle your troubles here, but I feel they are blown out of proportion a little bit. Who cares if the rep did not tell you their name, was it outside of business hours? I mean, did the rep literally refuse you his/her name, or just not include it? Also, is it a Sales rep, or is it a service rep?

I would be a little upset at the skinning issue, but did they not offer you an alternative such as return it and re-skin? I would ask for overnight shipping both ways and rush processing, but that would seem reasonable to me.

I am also curious as to what happened while packing your machine, since I have yet to ever see a post stating anything similar to what you describe, so I wonder as to the circumstances of that.

I hope Xotic is able to make you as happy as they have the rest of us, this comment was really directed at the name part though lol.

[bnosam]

Because the Xotic employees all answer forum posts, and they happen to be the same customer service reps you deal with at Xotic.

Not be belittle your troubles here, but I feel they are blown out of proportion a little bit. Who cares if the rep did not tell you their name, was it outside of business hours? I mean, did the rep literally refuse you his/her name, or just not include it? Also, is it a Sales rep, or is it a service rep?

I would be a little upset at the skinning issue, but did they not offer you an alternative such as return it and re-skin? I would ask for overnight shipping both ways and rush processing, but that would seem reasonable to me.

I am also curious as to what happened while packing your machine, since I have yet to ever see a post stating anything similar to what you describe, so I wonder as to the circumstances of that.

I hope Xotic is able to make you as happy as they have the rest of us, this comment was really directed at the name part though lol.
Having a name helps identify who you talked to and what they would know, and report any misinformation given by them. I don't think it's blown out of proportion at all, he paid his money and expected a product that would be packed, skinned etc with quality and it doesn't appear to have received that level of quality. I'd feel the same in his shoes.

[Keeper]

To each their own, just saying if I got an email response back from someone on out of business time frame, and it did not have a signature on it, bad company practice but nothing to get all angry about.

But hey that's just me. But thank you for explaining the uses of a name, I was not aware :P

Just a side note, does the reps email not have his name? I would be surprised if that were the case as all the reps I have emailed clearly have the name in it. Unless they were emailing from the service email.

[Izzie]

Izzie sorry to hear of your dissatisfaction. I am curious to hear Justin respond. When he does we usually get a more complete picture. Not that you are in anyway being less than honest from your perspective.

I have tried to be very honest and fair in what I have posted.

On the skin the bubbles cause me little concern I mean come on it is a non drying adhesive a bubble here or there can just be rubbed out what is the big deal? What I mean is it could of left with no bubbles and now it has them. Use your thumb. The hard edge concerns me more. Pictures would be nice.


With all due respect, Powerpack, I didn't purchase a product that was a fixer-upper.

The bumps do not flatten with your thumb and some are sharpish.


On the T-Shirt in the customization/build area only black is offered. Only when I go to the more info is white offered. I think this is a legacy. There are some typos and old info that has not been cleared on this site. If I wanted Xotic to design my site I might have issue. Since they are not Web developers I will give them a pass. Yes it is a mistake/oversight but?

Perhaps. Why then no email saying, "gee, we're sorry we don't have the shirt in the size or color you ordered so would you like a $13 sleep shirt instead?"

No. I think whomever it was who put together my order snatched up a shirt and stuffed it in the box not bothering to even check if it was the correct size. Had it been the correct size it would have been an indication that some measure of thought went into my order....at least from tshirt guy.

You posted on a Saturday, Xotic is closed give them a chance to respond during business hours. As to unsigned email from CS, I don't see a huge issue but if you do that is your right.

I hope you get satisfaction it is a very big purchase so I can see your anxiety. Don't throw the baby out with the bathwater. I am certain you won't have to send back to get corrected.

I believe in the original post I stated we were told we could send it back to be corrected or just pay half of the $89 skinning fee. So it is going back, the question is whether or not it's going to be a round trip. I have no confidence that any care went into the building or testing of this machine based on my overall experience.

-Izzie

[bnosam]

To each their own, just saying if I got an email response back from someone on out of business time frame, and it did not have a signature on it, bad company practice but nothing to get all angry about.

But hey that's just me. But thank you for explaining the uses of a name, I was not aware :P

Just a side note, does the reps email not have his name? I would be surprised if that were the case as all the reps I have emailed clearly have the name in it. Unless they were emailing from the service email.
I work customer service, and when people say "Well, I was told *information*" and they don't have a name I can't go find that because it would take too long to locate it, so they're SOL. The power of a name is great.

[Izzie]

To each their own, just saying if I got an email response back from someone on out of business time frame, and it did not have a signature on it, bad company practice but nothing to get all angry about.

But hey that's just me. But thank you for explaining the uses of a name, I was not aware :P

Just a side note, does the reps email not have his name? I would be surprised if that were the case as all the reps I have emailed clearly have the name in it. Unless they were emailing from the service email.

All correspondence is during business hours. It comes from Xotic PC Service Department. The salutation is my husband's first name followed by the polite body of the reply and ended with Thanks, (some empty space, I'm thinking for a name maybe) then Xotic pc service department followed by phone fax and email. So honestly we don't know if we are speaking with the same individual or not. I'm rather of the opinion that their name should be freely given as is polite. I should not have to request it from them.

The issue isn't just one little thing or another it's how all those little things happening to one order really doesn't equal meticulously crafted or instill any confidence in my purchase.

-Izzie

[Keeper]

All correspondence is during business hours. It comes from Xotic PC Service Department. The salutation is my husband's first name followed by the polite body of the reply and ended with Thanks, (some empty space, I'm thinking for a name maybe) then Xotic pc service department followed by phone fax and email. So honestly we don't know if we are speaking with the same individual or not. I'm rather of the opinion that their name should be freely given as is polite. I should not have to request it from them.

The issue isn't just one little thing or another it's how all those little things happening to one order really doesn't equal meticulously crafted or instill any confidence in my purchase.

-Izzie

I agree with you there. All of things together make this a crappy experience. In all honesty I am quite surprised that this happened to you given my experience with the company and others I speak to on a regular basis and I hope that they make it right for you. I did however not see a link to the album with the pictures? Perhaps post that link? I am curious to see it.

[bnosam]

I agree with you there. All of things together make this a crappy experience. In all honesty I am quite surprised that this happened to you given my experience with the company and others I speak to on a regular basis and I hope that they make it right for you. I did however not see a link to the album with the pictures? Perhaps post that link? I am curious to see it.

http://www.xoticpcforums.com/album.php?albumid=20

[Maverick494]

All correspondence is during business hours. It comes from Xotic PC Service Department. The salutation is my husband's first name followed by the polite body of the reply and ended with Thanks, (some empty space, I'm thinking for a name maybe) then Xotic pc service department followed by phone fax and email. So honestly we don't know if we are speaking with the same individual or not. I'm rather of the opinion that their name should be freely given as is polite. I should not have to request it from them.

The issue isn't just one little thing or another it's how all those little things happening to one order really doesn't equal meticulously crafted or instill any confidence in my purchase.

-Izzie

just a thought, but did you try draging the mouse over the area above the space and see if they accidentally have their text in white?? I know its stupid to think that could happen, but I did it once because the background on the email program I was using I changed to grey without even thinking about the people that receive it.

The packing on the laptop isn't actually all that unusual, the manual and discs being out of the package are a bit strange, but they are just in their packaging and then the laptop is wrapped in plastic and suspended as you would expect. My discs and manuals came basically the same way in pretty much all the last few laptops I have purchased (even a couple from best buy) except they were in a seperate little plastic bag.

I would like to make one clarification here: You are dealing with the service department and that is likely a different team than the sales department that almost all of us have glowing reviews of. That is not excusing the problems with the laptops, just clarifying that the service most of us speak of occur during the sales process since we don't have to deal with the service department.

That said I would expect that Xotic will do everything they can to make this right. I would say overnight shipping and a quicker processing of your unit and shipping back overnight is not unreasonable under the circumstances.

After reviewing the pictures, however, I can only see 1 bubble on the very bottom of the skinned area on the right hand middleish area and the "fold" near the hinge. Its probably just because of the camera and such. I would like to point out that if that laptop has the same finish as the 8130 then it isn't a flat finish, it is texturized and may be coming through the skin.

[Anomander]

Looking at the album it looks like the bubbles under the skin are from the texture of the laptop sort of like lizard skin? The only real problem I saw is the last picture witht the corner hinge and how it was folded. I also got my laptop skinned and I'll post pictures and comments when I get my laptop (it has not shipped yet).

The name thing though. I also think it is nice to have a name on any correspondance. Without a name it just feels like a generic email that can be sent (hello ebay). Plus it is easier to explain that So and so said an email rather than no name.

Sucks to hear that you had such a bad experience, since everything else I have read has been good.

[Izzie]

just a thought, but did you try draging the mouse over the area above the space and see if they accidentally have their text in white?? I know its stupid to think that could happen, but I did it once because the background on the email program I was using I changed to grey without even thinking about the people that receive it.

Yes. There is nothing there.


The packing on the laptop isn't actually all that unusual, the manual and discs being out of the package are a bit strange, but they are just in their packaging and then the laptop is wrapped in plastic and suspended as you would expect. My discs and manuals came basically the same way in pretty much all the last few laptops I have purchased (even a couple from best buy) except they were in a seperate little plastic bag.

I tried to be clear in my original post that the laptop was suspended in the box in such a way that I did not think it could be damaged even though there was no padding between the boxes themselves.

It has been my experience that all media arriving in the box with equipment has been in individual envelopes or packaging and then housed together in a sealed plastic sleeve for shipment. The sleeve was in the box it was just wadded up in a corner under the bottom edge of the shipping thingy holding the laptop.

It leaves me with the impression that the laptop was placed in the box on top of the plastic sleeve and whomever it was who handled this order was too lazy to take the laptop out of the box to fish it out and just chucked the discs in the box without bothering to check that they were secure in their own little envelopes.

Had they taken the time to check I would hope they would have seen that none of the paperwork was in the box, the mouse was not enclosed, and it was a white medium shirt on the order not a black extra large. As a side note...the shirt was ordered from the Xoticpc Gear link and was ordered along with the build.

I would like to make one clarification here: You are dealing with the service department and that is likely a different team than the sales department that almost all of us have glowing reviews of. That is not excusing the problems with the laptops, just clarifying that the service most of us speak of occur during the sales process since we don't have to deal with the service department.

Yes, well, that is unfortunate as I made the decision to use Xoticpc solely based on the glowing reviews and their boast of meticulously crafted, fine tuned, custom laptops, notebooks, etc and their ability to skin.

With that in mind it probably would be better for this feedback to be on independent review sites instead of this one then since I've had no contact with the sales people and if this feedback section is suppose to be for how your order was handled by sales then this is not the place for this feedback on the lack of care/quality control from the Xoticpc staff who actually handles your order once you've made a purchase.

That said I would expect that Xotic will do everything they can to make this right. I would say overnight shipping and a quicker processing of your unit and shipping back overnight is not unreasonable under the circumstances.

We were told by...doodledoodledo...The Rep with No Name....dumdumdum. That from the photos we sent the imperfections could only be a defect with the vinyl itself, which they contract out for and since they are not the biggest client of the local skin printing company they usually place the order for a skin on Monday and are able to pick it up on Friday. We were informed that the skinning process itself takes 5 - 6 days if it is done right. Should we decide to have them re-skin it they would order the skin and after a couple of days I could send off the laptop in the hopes they arrived at around the same time. They would place this unit at the head of the queue. They did not specifically offer to pay for any shipping. The wording was we could send it back to them and they would re-skin it at no cost to us.

As I stated previously they also said I could keep it as is for half of the $89 fee. Although why they would even suggest that after they've said they allowed a product to leave the facility with flawed vinyl on it is another thing that just doesn't set well about this whole purchase.

After reviewing the pictures, however, I can only see 1 bubble on the very bottom of the skinned area on the right hand middleish area and the "fold" near the hinge. Its probably just because of the camera and such. I would like to point out that if that laptop has the same finish as the 8130 then it isn't a flat finish, it is texturized and may be coming through the skin.

Yes, I was aware the finish was rubberized and was expecting an orange peel effect. I was not expecting little hard pimples scattered across the top and a boogered up corner. To be honest I'm not sure I'm buying the whole it's the fault of the vinyl as it looks to me exactly what happens if you don't get all the dust or grit off the surface before applying a skin. The corner however is just sloppy work. No one should have okay'd that for shipment.

I didn't crop the photos or anything I just uploaded them as the software here makes them an allowable size. I was able to get a few to show up in the photos. Of course, I can see everyone of them on the top because I know where they are and some can be felt easily when you place your hand on the surface.

-Izzie

[Izzie]

Odd...I just tried to respond to Maverick's post and received a message that my post had to be approved by a moderator.

Is that a common occurrence with this boards software?

-Izzie

[Anomander]

Odd...I just tried to respond to Maverick's post and received a message that my post had to be approved by a moderator.

Is that a common occurrence with this boards software?

-Izzie
I had that happen to me too. Not sure what causes it and my post showed up the next day or so after the mods saw that it was there.

[DRY_ICE]

I only saw part of the title at the index and was hoping it was about Charlie Sheen. :-/

[Izzie]

I had that happen to me too. Not sure what causes it and my post showed up the next day or so after the mods saw that it was there.

Thanks, Anomander. Perhaps my post was longer than usual or I took too long in writing it...showed I was logged in though. *shrug*

The texture of the laptop creates an orange peel effect that is noticeable at certain angles and under direct bright light. I was expecting that effect given the rubberized finish. I rather like that look. The little pimples and the edge is a deal breaker for me though.

I hope yours is flawless, as a meticulously crafted item should be.

Best of luck,
-Izzie

[Izzie]

I only saw part of the title at the index and was hoping it was about Charlie Sheen. :-/

My feedback regarding two and a half months with Charlie Sheen are on a different board. :biggrin:

-Izzie

[Izzie]

I have uploaded a few more pictures that better show the difference between the bumps and the orange peel texture of the skin. There is also a small crease or perhaps a hair on the back edge.

There are smaller ones scattered about as well, but it eludes me how to take the picture so they show up. Sorry for that, I would really like for you to be able to see them as I do.

-Izzie

[Joseph@XoticPC]

Izzie,

Good morning, thank you for bringing the problems with your skin to our attention. I apologize for not including my name when your husband has emailed me in the service department. Multiple people receive those emails and the automatic signature does not include a name and I often forget to type my name there. For that I am sorry and as you will see in the emails I have written this morning, it has been corrected.

I am very sorry to see the problems that you are having with the skin on the laptop. It is tough to see the bubbles as others have said from your photograph(I am certain we would see this in person), but the hinge problem is quite obvious. That should have been caught in the QA process and we are very sorry that it was not. Our offer still stands to pick up your laptop and re-skin it for you. The shipping of course would be paid for you both ways. I can arrange to pre-order your skin for you and notify you when it is close to arrival so we can arrange to give you as little down time as possible. You will be placed in the priority skinning queue and combined with pre-ordering your skin, will bring down the normal 7-13 business day timeframe to 4-5 business days. We could produce it faster, but we want to ensure that the end product is free from defect and does not resemble the first skin you received.

I can assure you that Sager crafted your computer with much care. The computers built at the Sager facility are triple QA'd, the hardware was then retested at Xoticpc's facility before it was skinned. I can assure you that the functionality of the computer is not affected by the mistake made by the skinning department, and their mis-step is not normal or excusable.

If you do not want to ship the computer back we are willing to refund your skin's cost in full. As I said I am very sorry for the mistake made when your computer was skinned. It is a mistake that the skinning technician will learn from. We make every attempt to instruct our employees and give them all of the tools necessary to put their best foot forward when producing our product.

I look forward to assisting you with the resolution to this problem. Please feel free to email me directly or reply to the service email. All of your messages are now routed directly to my inbox.

Joseph L
Xoticpc Service Manager

[Anomander]

I have uploaded a few more pictures that better show the difference between the bumps and the orange peel texture of the skin. There is also a small crease or perhaps a hair on the back edge.

There are smaller ones scattered about as well, but it eludes me how to take the picture so they show up. Sorry for that, I would really like for you to be able to see them as I do.

-Izzie
Album is not on your profile, and earlier link does not take me to it.

[bnosam]

Izzie,

Good morning, thank you for bringing the problems with your skin to our attention. I apologize for not including my name when your husband has emailed me in the service department. Multiple people receive those emails and the automatic signature does not include a name and I often forget to type my name there. For that I am sorry and as you will see in the emails I have written this morning, it has been corrected.

I am very sorry to see the problems that you are having with the skin on the laptop. It is tough to see the bubbles as others have said from your photograph(I am certain we would see this in person), but the hinge problem is quite obvious. That should have been caught in the QA process and we are very sorry that it was not. Our offer still stands to pick up your laptop and re-skin it for you. The shipping of course would be paid for you both ways. I can arrange to pre-order your skin for you and notify you when it is close to arrival so we can arrange to give you as little down time as possible. You will be placed in the priority skinning queue and combined with pre-ordering your skin, will bring down the normal 7-13 business day timeframe to 4-5 business days. We could produce it faster, but we want to ensure that the end product is free from defect and does not resemble the first skin you received.

I can assure you that Sager crafted your computer with much care. The computers built at the Sager facility are triple QA'd, the hardware was then retested at Xoticpc's facility before it was skinned. I can assure you that the functionality of the computer is not affected by the mistake made by the skinning department, and their mis-step is not normal or excusable.

If you do not want to ship the computer back we are willing to refund your skin's cost in full. As I said I am very sorry for the mistake made when your computer was skinned. It is a mistake that the skinning technician will learn from. We make every attempt to instruct our employees and give them all of the tools necessary to put their best foot forward when producing our product.

I look forward to assisting you with the resolution to this problem. Please feel free to email me directly or reply to the service email. All of your messages are now routed directly to my inbox.

Joseph L
Xoticpc Service Manager

Seems like a pretty good solution IMO.

Album is not on your profile, and earlier link does not take me to it.

It seems to work for me.

[Anomander]

It seems to work for me.
Yea, it worked for me now too. Not sure what happened. I also think the solutions offered were good, or I would be happy with it. Hope you enjoy the computer once the problem is resolved Izzie.

[JP@XoticPC]

Hey Izzie, I know my service manager already responded, but I just wanted to note that I had your other post approved after I saw it was moderated. Sorry it took me a little bit of time. I just wanted to say that I am sorry about the issues with your laptop as well, and that I personally know Joseph. He will do what it takes to make sure this situation is rectified for you.

[Izzie]

Izzie,

Good morning, thank you for bringing the problems with your skin to our attention. I apologize for not including my name when your husband has emailed me in the service department. Multiple people receive those emails and the automatic signature does not include a name and I often forget to type my name there. For that I am sorry and as you will see in the emails I have written this morning, it has been corrected.

Thank you most kindly, Joseph. Your apology is, of course, accepted and I promise not to refer to you as...doodledoodledo... The Rep with No Name.. dumdumdum any longer. ;)

I am very sorry to see the problems that you are having with the skin on the laptop. It is tough to see the bubbles as others have said from your photograph(I am certain we would see this in person), but the hinge problem is quite obvious. That should have been caught in the QA process and we are very sorry that it was not. Our offer still stands to pick up your laptop and re-skin it for you. The shipping of course would be paid for you both ways. I can arrange to pre-order your skin for you and notify you when it is close to arrival so we can arrange to give you as little down time as possible. You will be placed in the priority skinning queue and combined with pre-ordering your skin, will bring down the normal 7-13 business day timeframe to 4-5 business days. We could produce it faster, but we want to ensure that the end product is free from defect and does not resemble the first skin you received.

Previously, Joseph, you had said the skinning would take 5 to 6 days if done correctly. I would prefer not to rush that process at all. I truly do not mind waiting for a job that would better reflect meticulous craftsmanship. I know I've seeded that phrase frequently throughout these posts, but honestly that was why I chose to purchase this Sager through Xoticpc. I am quite particular regarding quality of work and the claim of meticulous craftsmanship seemed to fit my requirements for a company to do business with.

This resolution is much more appealing to me than the first one you offered, Joseph.

I can assure you that Sager crafted your computer with much care. The computers built at the Sager facility are triple QA'd, the hardware was then retested at Xoticpc's facility before it was skinned. I can assure you that the functionality of the computer is not affected by the mistake made by the skinning department, and their mis-step is not normal or excusable.

I am quite familiar with Sager. I believe we currently own 5 or 6 of their largest notebooks....and a think pad dubbed Slug. These were purchased from a main competitor of Xoticpc with whom we have had wonderful service over the years. They do not skin, however, and we were considering having our next round of purchases skinned with our logo for easily identifying our equipment.

So when given the go ahead to choose a more manageable sized laptop for myself (those big notebooks are just too much for me to lug about all the time) I found you folks and the reviews all appeared to indicate Xoticpc was just what I was looking for. All the epic fails with this order did make me quite anxious and if my posts were in any way unfair or a bit snarky I apologize for that.

Do you normally include test results or benchmark information in your shipments? If you do I would appreciate a copy of that information. There was no paperwork included with this order so I don't actually know what you normally include.


If you do not want to ship the computer back we are willing to refund your skin's cost in full. As I said I am very sorry for the mistake made when your computer was skinned. It is a mistake that the skinning technician will learn from. We make every attempt to instruct our employees and give them all of the tools necessary to put their best foot forward when producing our product.

I certainly hope so. To be quite candid with you, the skinning tech, the individual who was in charge of the QA and whoever filled my order are really the ones who should apologize. Perhaps if they had to actually say, hi my name is Philip Dugan and I'm the person who did the crap job on your order they might be a bit more conscientious in the future.

I look forward to assisting you with the resolution to this problem. Please feel free to email me directly or reply to the service email. All of your messages are now routed directly to my inbox.

Joseph L
Xoticpc Service Manager

Thank you, Joseph. I appreciate you addressing this publicly so others can see.

best regards,
Izzie

[Izzie]

Seems like a pretty good solution IMO.

It seems to work for me.


I agree. I find this offer much more to my liking than what was offered previously.

-Izzie

[Izzie]

Yea, it worked for me now too. Not sure what happened. I also think the solutions offered were good, or I would be happy with it. Hope you enjoy the computer once the problem is resolved Izzie.

Thank you, Anomander. Yes, I think this is a much better solution than having to pay for half of an inferior skinning job.

I hope you enjoy yours too, Anomander. Don't forget to let us know when it arrives. :)

-Izzie

[Izzie]

Hey Izzie, I know my service manager already responded, but I just wanted to note that I had your other post approved after I saw it was moderated. Sorry it took me a little bit of time. I just wanted to say that I am sorry about the issues with your laptop as well, and that I personally know Joseph. He will do what it takes to make sure this situation is rectified for you.

Thank you, JP, it was very kind of you to roust my post out of quarantine. ;)

I am truly hoping that is what happens, JP.

Based on everything that has happened with this order though I can't in all honesty say we believe as surely as Joseph does that the testing of this unit, at your facility, was as thorough as you expected.

Unfortunately, those doubts are caused by the actions of those Xoticpc employees who's workmanship was far far below what you state your standards to be. Sorry, but that is the truth of it.

regards,
Izzie

[powerpack]

Izzie I hope it all gets done correct like as you have pointed out it should of been done the 1st time. It is true you never get a 2nd chance to make a 1st impression.

A suggestion for Joseph is include a more detailed description of the burn in tests you do. I know it might not be standard policy but for Izzie I think you should. She deserves it at this point. Also if white shirts in her size are an option make sure she gets. I would also add that if Izzie lives anywhere that drops below 50F include 2 hoodies. One for Iz and one for hubby. Mine is so thick and soft I love it.

Izzie not that this should mean too much. I do know all problems do not become a part of the boards. But this is the 1st that was so onesided, basically you got a bit shafted. Hope in the end you get satisfaction.

[Izzie]

Izzie I hope it all gets done correct like as you have pointed out it should of been done the 1st time. It is true you never get a 2nd chance to make a 1st impression.

Sometimes you do get a second chance to make a first impression. I'm afraid after giving this whole fiasco some more thought and re-reading the emails from the customer service manager, that ship has sailed for me.

A suggestion for Joseph is include a more detailed description of the burn in tests you do. I know it might not be standard policy but for Izzie I think you should. She deserves it at this point. Also if white shirts in her size are an option make sure she gets. I would also add that if Izzie lives anywhere that drops below 50F include 2 hoodies. One for Iz and one for hubby. Mine is so thick and soft I love it.

Aww...that is very sweet of you to offer, Powerpack. I do love soft, cozy, warm things. Currently, even though you make it sound so very inviting, I would have to decline your generous offer as I have no desire to provide ad space on my chest for Xoticpc.

Izzie not that this should mean too much. I do know all problems do not become a part of the boards. But this is the 1st that was so onesided, basically you got a bit shafted. Hope in the end you get satisfaction.

It kind of makes one wonder how many people took what was first offered as part of an equitable solution to me. The honor of only having to pay for half of a job they themselves said never should left the facility. That still rubs me the wrong way.

My response to that offer was that I would accept a new machine skinned as it should have been the first time, as I have no confidence that this one was handled correctly at any stage, other than when it was with Sager, of course.

Customer service manager, Joseph returned with a counter to that saying they would not be able to acquire a new machine for me but offered a quicker re-skinning time or the honor of receiving a full refund on their shoddy work. Which is better than what was first offered.

To be honest, Powerpack at this point I have to wonder was the corner boogered up from the skinning tech's lack of care with this unit or was the poor thing knocked against something that caused the corner skin to get messed up. Considering my overall experience either scenario is plausable at this point.

So after stepping back and looking at the whole thing I realized I was being offered as a "we're so sorry this happened" what I've already paid for but didn't get.... minus the other missing or wrong items but I'm sure those costs are being refunded. I have decided, taking all things into account, that they can send me an rma and refund the entire purchase price of the laptop.

For those who may not know: meticulous [mɪˈtɪkjʊləs]adj Extremely careful and precise. Extremely or excessively concerned with details. very precise about details, even trivial ones; painstaking

Rather sorry this is how it's got to be, but I just can't bring myself to reward them for the poorest service I have ever had on a purchase in this price bracket ... and I've done business at Fry's.. :(

slainte,
Izzie

[Anomander]

Rather sorry this is how it's got to be, but I just can't bring myself to reward them for the poorest service I have ever had on a purchase in this price bracket ... and I've done business at Fry's.. :(

slainte,
Izzie
Sorry to hear that, but the fact that they did accept and make offers means that they tried. That right there shows an effort and that would rank higher then some crappier services I have had in the past. Best of luck to you and what you decide to do.

[Izzie]

Sorry to hear that, but the fact that they did accept and make offers means that they tried. That right there shows an effort and that would rank higher then some crappier services I have had in the past. Best of luck to you and what you decide to do.

Thank you, Anomander. I'm not sure what they accepted, but they did make offers, I agree with you on that. Just not offers I was willing to accept.

It may look like they're offering me something, but in reality it's still a crap sandwich.

best of luck,
Izzie

[Joseph@XoticPC]

Izzie,


Good morning, I read through your posts made over the night and I spoke with my supervisor about it this morning. We do know that the laptop certainly was not struck, dropped or banged around when it was in our facility. Trust me when I say that we have very sophisticated monitoring equipment that would show us something like that very clearly. However we know that it would make you the most happy to receive a new machine and even though this isn't something that is normally authorized we are willing to make the exception to ensure your happiness. I sent an email with a couple of options to the only email address that has been communicating with me about your order so please reply to it and let me know how you would like to proceed.

Powerpack -Most of the hardware testing is completed at Sager and they do not provide any of the test results to us. I do wish they would as that would be a very neat thing to provide with our computers. We have talked about working out a way for this to be done for our customers, but the logistics of how to work it out with Sager are a bit tough. As you know Xoticpc does not have a part in the actual build of Sager's laptops and Sager has done a very good job for us in the past. As this original poster knows all to well since this is her 5th or 6th Sager. All Sager computers are built at the same location in California, its just stuff like the specialty screen options, overclocking, and skinning that are done at Xoticpc's facility in Nebraska.

We do care about your satisfaction and we are willing to do everything that we can to show you that.

I look forward to hearing from you through email so we can get started on your machine right away.

Thanks,

Joseph L

[Maverick494]

Sometimes you do get a second chance to make a first impression. I'm afraid after giving this whole fiasco some more thought and re-reading the emails from the customer service manager, that ship has sailed for me.



Aww...that is very sweet of you to offer, Powerpack. I do love soft, cozy, warm things. Currently, even though you make it sound so very inviting, I would have to decline your generous offer as I have no desire to provide ad space on my chest for Xoticpc.



It kind of makes one wonder how many people took what was first offered as part of an equitable solution to me. The honor of only having to pay for half of a job they themselves said never should left the facility. That still rubs me the wrong way.

My response to that offer was that I would accept a new machine skinned as it should have been the first time, as I have no confidence that this one was handled correctly at any stage, other than when it was with Sager, of course.

Customer service manager, Joseph returned with a counter to that saying they would not be able to acquire a new machine for me but offered a quicker re-skinning time or the honor of receiving a full refund on their shoddy work. Which is better than what was first offered.

To be honest, Powerpack at this point I have to wonder was the corner boogered up from the skinning tech's lack of care with this unit or was the poor thing knocked against something that caused the corner skin to get messed up. Considering my overall experience either scenario is plausable at this point.

So after stepping back and looking at the whole thing I realized I was being offered as a "we're so sorry this happened" what I've already paid for but didn't get.... minus the other missing or wrong items but I'm sure those costs are being refunded. I have decided, taking all things into account, that they can send me an rma and refund the entire purchase price of the laptop.

For those who may not know: meticulous [mɪˈtɪkjʊləs]adj Extremely careful and precise. Extremely or excessively concerned with details. very precise about details, even trivial ones; painstaking

Rather sorry this is how it's got to be, but I just can't bring myself to reward them for the poorest service I have ever had on a purchase in this price bracket ... and I've done business at Fry's.. :(

slainte,
Izzie

Sorry you have now lost me. You come of like some whiney kid. Things happen, there was a slight (yes slight) lapse in QA that allowed a machine to leave with a skin that has a couple dimples and a fold with a corner that didn't quite get snapped back into place. The machine is otherwise in perfect working conditions. After reading Joseph's posts he is going out of his way to satisfy you well beyond anything you would ever get from 95% of the organizations in this world.

You sound like a spoiled brat to me. I'm out, your experience is not typical, it is not horrible, and it is not earth shattering. I know Xotic will take care of you to the best of their ability, but at this point I would be hard pressed to do so in their shoes with the tone of your whiney posts.

[Keeper]

I have to agree with Mav on this one, and I will even go as far as to suggest leaving the forums. I think we all agreed you had a bad experience, and yes the initial reaction may not have been satisfactory, and as such negotiated to a more appropriate solution.

I can say with relative certainty that many of us on these forums have made large purchases such as yours on many occasions and mistakes have been made, but your response to this is in my mind a little straining. Were I Xotic, I would gladly refund your money and say good riddance. I wish you the best of luck on your future purchases, but also wish you to be gone.

[bnosam]

I don't think it's a very good reflection on the community here, itself, to be calling people names, who have issues with a product.
I'm honestly a little embarrassed at how rude you guys are being towards someone who had an issue with the quality and wishing them to "be gone".

If that's the attitude that you guys will have, it may turn other people elsewhere. Even though you don't speak for XoticPC, you are still members of the forum, and some people will evaluate XoticPC based on the helpfulness of the forum members as well. I know I certainly do. The reason I signed up for the forums in the first place was to get an idea of how helpful the community would be in the event of issues. It's great to have an issue solved by customer service, but to have it solved quicker by forum users is awesome.

You can't speak for the person who received the laptop, this could have been a birthday present, or something like that. Everyone takes things differently.
I know if I had this issue and I had forums member suggesting what you guys are suggesting to Izzie, I would take my business elsewhere.
If you feel the attitude of the poster is annoying, whiny etc, there's no need to voice that opinion. We have the ability to ignore posters on this forum.

[Keeper]

I don't think it's a very good reflection on the community here, itself, to be calling people names, who have issues with a product.
I'm honestly a little embarrassed at how rude you guys are being towards someone who had an issue with the quality and wishing them to "be gone".

If that's the attitude that you guys will have, it may turn other people elsewhere. Even though you don't speak for XoticPC, you are still members of the forum, and some people will evaluate XoticPC based on the helpfulness of the forum members as well. I know I certainly do. The reason I signed up for the forums in the first place was to get an idea of how helpful the community would be in the event of issues. It's great to have an issue solved by customer service, but to have it solved quicker by forum users is awesome.

You can't speak for the person who received the laptop, this could have been a birthday present, or something like that. Everyone takes things differently.
I know if I had this issue and I had forums member suggesting what you guys are suggesting to Izzie, I would take my business elsewhere.
If you feel the attitude of the poster is annoying, whiny etc, there's no need to voice that opinion. We have the ability to ignore posters on this forum.

I do not agree with you at all. I feel like this person came here to express her bad experience, in the hopes of getting a reaction out of the Xotic staff, especially after the last post. Every company has "drop the ball" moments, and I believe this was handled appropriately by the Xotic staff after the fact and they attempted many resolutions including many they do not normally offer to appease the buyer.

I do not feel that conversing or supporting such individuals on these forums, and if they feel Xotic is that terrible then what business do they have continuing to post on this forum? I am not an Xotic employee, simply a happy customer that is willing to say it out loud.

I have never been rude to anyone on this forum and gone out of my way to help any and all who ask me questions and PM me, but I find Izzie's petulant attitude disturbing. There are simply some that cannot be pleased, and this is one of those cases.

[bnosam]

I do not agree with you at all. I feel like this person came here to express her bad experience, in the hopes of getting a reaction out of the Xotic staff, especially after the last post. Every company has "drop the ball" moments, and I believe this was handled appropriately by the Xotic staff after the fact and they attempted many resolutions including many they do not normally offer to appease the buyer.

I do not feel that conversing or supporting such individuals on these forums, and if they feel Xotic is that terrible then what business do they have continuing to post on this forum? I am not an Xotic employee, simply a happy customer that is willing to say it out loud.

I have never been rude to anyone on this forum and gone out of my way to help any and all who ask me questions and PM me, but I find Izzie's petulant attitude disturbing. There are simply some that cannot be pleased, and this is one of those cases.

I was discussing the issue with Izzie over PM prior to the resolution was brought forth, and she didn't seem like she was trying to cause a reaction.

I do agree that the resolution put forth by Joseph seems to be an excellent resolution, which I would be happy with.

However I don't find suggesting the buyer leaves the forum to be a very helpful or polite suggestion. It actually kind of took me by surprise to see you suggest that considering the community here seems to have been excellent from my viewing, and you have been a helpful poster as well.

The point is, I haven't purchased anything from Xotic yet, which is why I'm basically imaging myself in the original poster's shoes.

[Keeper]

Well bnosam, you have read my previous posts I am sure, you know what I am like. That being said, I still do not take back anything I wrote. Feel how you wish, but I am done with this thread.

[Izzie]

Izzie,


Good morning, I read through your posts made over the night and I spoke with my supervisor about it this morning. We do know that the laptop certainly was not struck, dropped or banged around when it was in our facility. Trust me when I say that we have very sophisticated monitoring equipment that would show us something like that very clearly. However we know that it would make you the most happy to receive a new machine and even though this isn't something that is normally authorized we are willing to make the exception to ensure your happiness. I sent an email with a couple of options to the only email address that has been communicating with me about your order so please reply to it and let me know how you would like to proceed.

Powerpack -Most of the hardware testing is completed at Sager and they do not provide any of the test results to us. I do wish they would as that would be a very neat thing to provide with our computers. We have talked about working out a way for this to be done for our customers, but the logistics of how to work it out with Sager are a bit tough. As you know Xoticpc does not have a part in the actual build of Sager's laptops and Sager has done a very good job for us in the past. As this original poster knows all to well since this is her 5th or 6th Sager. All Sager computers are built at the same location in California, its just stuff like the specialty screen options, overclocking, and skinning that are done at Xoticpc's facility in Nebraska.

We do care about your satisfaction and we are willing to do everything that we can to show you that.

I look forward to hearing from you through email so we can get started on your machine right away.

Thanks,

Joseph L
Hello Joseph,

Sorry for the delay in responding, Tuesday's are busy here.

I believe all the arrangements for the return/replacement have been made to everyone's satisfaction. Thank you very much for attending to that so quickly.

Yes, I am aware that Sager tests all their equipment, but I was under the impression, by what is written in your FAQ, that the machine under went testing once it arrived at Xoticpc as well. Is there no data from those tests or am I under a false impression?

When I receive the new machine I will add those photo's to my album so everyone can see how things were made right.

Thank you again, Joseph.

best regards,
Izzie

[singleshot71]

OK.....WOW. I just read every post here and.....WOW. IZZIE is the type of person that made me quit my $80,000+ a year manager's job to become a truckdriver!!!!


I REALLY REALLY REALLY hate that you got a less than perfect SKIN over a really nice laptop. They have BENT OVER backwards to make you happy, and still you *itch n whine.


Ahhhhh.....takes me back to when I LITERALLY threw a guy out of my store!!! Good times.
Everybody here is truly loyal to XOTICPC, but even we realize that *hit happens, BUT we KNOW XOTICPC can/will do everything in their power to make all dealings with them as pleasant as HUMANLY possible. We offer what little knowledge we have for FREE(no charge). But come on, act like you have been around the block more than once in your life and except that things like this DO happen(but not often around here).
They have made you a very generous offer, and the pics I saw didn't look bad enough to warrant such bad behavior on your part. You could've sent private e-mails to JP or Joseph, but you decided to get on here to PUBLICLY embarrass them into giving you satisfaction , that can never happen anyway, but more to just seeing them crawl on their knees to make you happy.

Next time, buy the laptop and skin seperately, apply the skin yourself. Cause you are the only one on the planet that can satisfy YOU(feeling bad for your poor husband now)

[AfterEphex]

OK.....WOW. I just read every post here and.....WOW. IZZIE is the type of person that made me quit my $80,000+ a year manager's job to become a truckdriver!!!!


I REALLY REALLY REALLY hate that you got a less than perfect SKIN over a really nice laptop. They have BENT OVER backwards to make you happy, and still you *itch n whine.


Ahhhhh.....takes me back to when I LITERALLY threw a guy out of my store!!! Good times.
Everybody here is truly loyal to XOTICPC, but even we realize that *hit happens, BUT we KNOW XOTICPC can/will do everything in their power to make all dealings with them as pleasant as HUMANLY possible. We offer what little knowledge we have for FREE(no charge). But come on, act like you have been around the block more than once in your life and except that things like this DO happen(but not often around here).
They have made you a very generous offer, and the pics I saw didn't look bad enough to warrant such bad behavior on your part. You could've sent private e-mails to JP or Joseph, but you decided to get on here to PUBLICLY embarrass them into giving you satisfaction , that can never happen anyway, but more to just seeing them crawl on their knees to make you happy.

Next time, buy the laptop and skin seperately, apply the skin yourself. Cause you are the only one on the planet that can satisfy YOU(feeling bad for your poor husband now)

It's a public flogging ... you see it all the time. Only this time it was done with milk and honey instead of ranting and raving. Obviously, Xotic made an offer early on and this person did not like it, so took the issue to the forums. She made Xotic staff bend over and over and over ... in a nice and subtle innuendo .. read between the lines kind of way.

[Izzie]

If it had been my intent to embarrass them I'd of been in every thread.

So you're upset because I won't accept less and you did? Bottom line is it's not your money. When it is then you can decide the quality of the item being received.

The interesting thing about the internet is you don't really know who the other people are, yet you attack them.
-Izzie

[Joseph@XoticPC]

Hello Joseph,

Sorry for the delay in responding, Tuesday's are busy here.

I believe all the arrangements for the return/replacement have been made to everyone's satisfaction. Thank you very much for attending to that so quickly.

Yes, I am aware that Sager tests all their equipment, but I was under the impression, by what is written in your FAQ, that the machine under went testing once it arrived at Xoticpc as well. Is there no data from those tests or am I under a false impression?

When I receive the new machine I will add those photo's to my album so everyone can see how things were made right.

Thank you again, Joseph.

best regards,
Izzie


Izzie,

Good morning,

Its no problem. Monday's are our busy day of the week around here so I know what you mean when you barely have time to yourself let alone get the things that need to be done out of the way.

Xoticpc does test the Sager machines when they come here for skins, but its usually the more basic tests to ensure the functionality of the machine. The agreement that is in place with Sager for the skinning of the machines is that we will not modify the internals or software in any way which allows their warranty and testing to remain intact. Of course we test the computer to ensure that nothing happened during shipping, we make sure that everything you ordered was included in the computer and that nothing is loose or out of the ordinary in any way. When the computer comes here for a skin we know that the hardware has already been just tested by Sager so only the most basic tests are performed.(yes its more than just turning it on and saying "yep, it works") But an already tested machine shouldn't require delays to additionally test the hardware further. If we started to see a need for this to be done then that process would change. I certainly hope we do not see the need for this as that would mean the quality of Sager's computers would be dropping. Most of the time Sager builds the computer and ships it directly to our customers and we trust that Sager is sending them a perfect product. Most resellers do not customize Sager computers any further than what is available at the Sager facility and never see the product before it ships out to their customers.

If a Sager computer is sent to Xoticpc to be overclocked, to have a screen upgraded, or to have the hardware altered in a way that is not customary for Sager(many times we install SSD's that Sager doesn't support, by the users request) then we put the machine through the same rigorous testing that we apply to the Asus, compal, and MSI models that are built at our facility in Nebraska. We do this because we altered the original tested machine and feel that it is necessary to ensure that our customizations have not impeded the performance in any way.

I have been to the Sager facility and have seen the type of testing that their machines go through. It doesn't surprise me that their computers have the least amount of problems out of all the computers that we see built. They really do give every machine special treatment and rarely is something missed that should have been caught in QA.

I do realize that our QA process of the skins failed us with your machine this time around and you can believe that we do not just throw our hands up and say that we cannot do anything to affect it. Changes are made often, and especially any time that one of the current processes is seen as unsatisfactory. Steps have already been taken to get a third pair of eyes on the skinning jobs that our skinning technicians do. This option is extremely popular and the tech's that do the skins are extremely busy(especially right now coming off of the Intel recall) and the expectation for output is very high. So during busy times adding a third person to do additional stress testing of the skin and quality QA was the natural progression. The process is nearly the same for the actual building of the machines that we do here, and we rarely miss on a problem related to the building of the machine. It was obvious to us that more needed to be done to improve quality output, so the process was changed right as soon as a need to make the change was apparent.

You are correct when you say that everything is set it motion for your new machine to be built, shipped to Xoticpc, and skinned. As I mentioned in the email once it is clear that we are a few days out from needing your computer back I will give you a heads up and we will set up the pickup for us to grab the computer that you have now.

Thank you again for your continued business and thanks to everyone here who has assisted Izzie and continues to help all of our current and future customers.

Joseph L

[Joseph@XoticPC]

If it had been my intent to embarrass them I'd of been in every thread.

So you're upset because I won't accept less and you did? Bottom line is it's not your money. When it is then you can decide the quality of the item being received.

The interesting thing about the internet is you don't really know who the other people are yet you attack them. Perhaps you should check with Xotic and see if they'll tell you the business name on the card.

Did you ever stop to think before you publicly attacked me that maybe Xotic would like to have the business of our software developement company.

-Izzie


Izzie is quite correct that while we really do appreciate everyone who sticks up for us we do want to keep our customers and continue growing a relationship with our customers. Xoticpc would never want someone to go away just because they were unhappy with our product. She was not doing anything malicious and through her bringing this to our attention it was clear that processes needed to change and much good will come from this situation.

We are given a chance to prove both to Izzie and to everyone else that we do care about every customer no matter what happens. I think that everyone here who has been sticking up for us is aware that we will do what is necessary to make our customers happy. Izzie and probably a number of others reading this have not been on our forums as long as some of you and needs to experience that for themselves.

Keep in mind that sacrifices will need to be made on Izzies part as well. Even though we are replacing the computer for her think about what she has to go through to get up and running again. Most likely many hours will be spent by a person with an already extremely full schedule changing over all of the software, settings, and personalization that has already gone into her first computer.

Not to mention that she has to carefully pack up her current machine and have someone ready and waiting for a full day to wait while we have UPS pick up her current machine.(insurance requires that any product worth more than $500 be picked up BTW if you were wondering why she couldn't just drop it off)

So getting her the machine that she should have gotten the first time is not without sacrifice on her part as well.

And Izzie of course Xoticpc wants to grow their relationship with your company. We are in a unique position to provide you with a product that you cannot get elsewhere, and we want to prove that to you through this process.

Thanks to everyone who has assisted with this process and to those who are out there reading, but not posting. Xoticpc is not like many other companies out there. We really do care about giving a fair resolution to our customers when we make mistakes.

Thanks again for reading,


Joseph L

[Scrototems]

There is no company on this planet that will be able to satisfy EVERY customer. It will never happen because the very nature of the beast (humans), is to publicize dismay in one form or another. Knowing that this issue could have never been solved via a forum, the poster decided to voice her concerns in an effort to dent the integrity of the company. Realistically, this issue could have been resolved behind the scenes and no one would have ever known there was even an issue. It is a read between the lines type of scenario and I think that most people here saw that side of this story.

[Izzie]

Yes, it has been our experience as well that Sager machines rarely have any problems which is why they are a solid choice for software development..they handle extended hours of intensive use without a hitch.

We generally use Asus boards in our desktops and they have always been reliable. Their laptops are nice too. Solid products from both companies.

Thank you for taking the time to explain how the process works once the machine arrives at your facility.

-Izzie

[Izzie]

There is no company on this planet that will be able to satisfy EVERY customer. It will never happen because the very nature of the beast (humans), is to publicize dismay in one form or another. Knowing that this issue could have never been solved via a forum, the poster decided to voice her concerns in an effort to dent the integrity of the company. Realistically, this issue could have been resolved behind the scenes and no one would have ever known there was even an issue. It is a read between the lines type of scenario and I think that most people here saw that side of this story.

You folks should really think before you post and stop trying to make things out to be what they are not.

What people have gotten to see was Xoticpc customer service standing behind the product they sold. As someone previously mentioned most reviews were in regard to sales.

Some of you people are total buffoons.

-Izzie

[singleshot71]

You folks should really think before you post and stop trying to make things out to be what they are not.

What people have gotten to see was Xoticpc customer service standing behind the product they sold. As someone previously mentioned most reviews were in regard to sales.

Some of you people are total buffoons.

-Izzie

No, I'm a banana!! Not a BALLOON!!!! You got what you were asking for, just say thank you and move on........NEXT:wideeyed:

[Izzie]

[snip]....

And Izzie of course Xoticpc wants to grow their relationship with your company. We are in a unique position to provide you with a product that you cannot get elsewhere, and we want to prove that to you through this process. [snip] ..

You're too fast, Joseph. I deleted that section of my post as it could be read to sound more aggressive than I had intended and it wasn't directed at Xoticpc at all. It was directed to the over zealous fanboi's who are being allowed to personally attack me.

best regards,
-Izzie

[Joseph@XoticPC]

You're too fast, Joseph. I deleted that section of my post as it could be read to sound more aggressive than I had intended and it wasn't directed at Xoticpc at all. It was directed to the over zealous fanboi's who are being allowed to personally attack me.

best regards,
-Izzie


The forums are a place where people should be able to come and get help if they need it. Izzie knew that our forums are a place that are very active and that she could come here to get help. Which is what we want. She got the help she needed and we have resolved the problem to her liking. I do not think that telling her to pack up and leave is appropriate in this situation.

Everyone has a difference of opinion and it is ok to express that here. However the forums goal is not to drive people away from Xoticpc. So everyone should keep that in mind when they post on this thread or other threads.

[Maverick494]

Keep in mind that sacrifices will need to be made on Izzies part as well. Even though we are replacing the computer for her think about what she has to go through to get up and running again. Most likely many hours will be spent by a person with an already extremely full schedule changing over all of the software, settings, and personalization that has already gone into her first computer.

the easy solution to that is to let he keep her existing hard drive and ship her a machine without one thus eliminating that part of the equation.

[Joseph@XoticPC]

the easy solution to that is to let he keep her existing hard drive and ship her a machine without one thus eliminating that part of the equation.


That was given as an option but it causes problems with the OEM windows license and is more trouble than it is worth to try to remove the COA sticker from the bottom of the returned computer.

[powerpack]

Izzy is getting new before sending old back? Correct? Clone the old drive to new. Then just change product key? Yes/no?

[SmogHog]

Izzy is getting new before sending old back? Correct? Clone the old drive to new. Then just change product key? Yes/no?

Asus cannot be purchased without Windows installed.

At the Asus factory or Asus center Windows is installed to a large amount of hard disks at the same time.In that installation is included Asus certificates and Asus specific OEM activation key plus Asus logos and wallpaper.

There are different Asus certificates and mass activation keys for each version of Windows 7 issued to Asus by Microsoft as an OEM partner that are used in mass activation and no not need to be entered individually like retail and system builders keys.

Other makers have different OEM keys and certificates from MS.

These are secret keys that are closely guarded by OEMs.

The key on the sticker on the bottom of the Asus laptop is a different key.That is a system builders key similar to what you would get when you buy a non boxed version of Windows that gets no support from MS.

Retail boxed versions of Windows come with 1 free service call to MS.

Example System Builder:
http://www.newegg.com/Product/Product.aspx?Item=N82E16832116754

Example Retail:
http://www.newegg.com/Product/ProductList.aspx?Submit=ENE&DEPA=0&Order=BESTMATCH&Description=windows+7+home+premium+full

Normally non MS OEM partner products can be purchased without an OS installed and the OS is an upgrade option.

[utiadam]

Asus cannot be purchased without Windows installed.


I thought she bought a Sager? if the Sager she configured was without an O.S. then she could swap out the hard drive into the new computer and she could still use the same key

[Loviotor]

Wow, I just read the whole thread and I can honestly say that I am surprised by this.

I ordered an Asus G73JW-A1 at the beginning of February, stock, no upgrades or anything. After waiting and waiting and feeling like it was taking forever to get to me, it arrived. I opened it, noting and taking photos of the box because it was damaged on one side, only to find that the machine was a brick. The screen was cracked, the casing was cracked in multiple locations and I was very disheartened. I immediately sent the pictures to XoticPC and explained the situation to them. I was able to get it to UPS for them to investigate, then they sent it back to XoticPC and as soon as it all went through, they got me my replacement quickly.

I have had nothing but positive interactions with the staff at XoticPC, from Brian, who was my initial contact there, through the very end of the whole situation, with I believe Joseph (though I could be mistaken) with the UPS debacle. They have always been very professional, courteous and took great strides to ensure that I was satisfied.

[SmogHog]

I thought she bought a Sager? if the Sager she configured was without an O.S. then she could swap out the hard drive into the new computer and she could still use the same key

She/he/they did.Nothing stated it was anything else.

General info for all about various keys used to activate Windows.Asus and Sager because they are the 2 main brands sold by our forum host.

I have no exact info on how Sager activates when Windows 7 is installed off their server but most likely the sticker system builders key is inserted.

The last line of my post pertains to Sager.

I some regions there are MSIs that can be purchased with and without Windows installed.

The simplest way to make the notebook switch is the way XOTICPC is doing it.

A nightmare for all concerned nonetheless.