G53SW-XR1 Order Disappointment

[jayhawk261]

So I ordered a G53SW-XR1 on Saturday the 3rd. When I ordered, on the main page for the G53SW-XR1 it was stated that the computer would come with a complimentary bag and razor mouse. I was contacted today to verify my order. When speaking with the rep, I brought it up. She hmmed and hawed a bit and then found where it said that on the page. She then told me that this one didn't come with that as the G53SW-XR1 was a "cheap" model of the SW series and that was only valid for the more expensive models. She also said this was not a Republic of Gamers machine and that these complimentary items only come with the ROG.

Now, as far as I know, the G series is republic of gamers. Also, I don't consider $1200.00 to be "cheap". It may be less expensive than some of the more optioned machines, but it isn't cheap by any means. She basically backed her way out of providing me with the bag and mouse mentioned on the web page.

The other thing she said was that she needed to contact the web department to make sure they take that off. Well, she did that quickly enough. It is gone now!

I just wanted to say that I am sorely disappointed in Xotic PC's lack of customer service in this issue. It clearly made the statement on the web page, and the customer service rep saw it. Whether it was wrong or right, they should have followed through. People wonder why Wal-Mart is taking over the world. It's because they provide customer service in instances like these. More often that not, they give the customer the benefit of the doubt.

[Ementec]

The -XR1 is the cheaper offer but not the better.

For backpack and mouse you need the -A1 model which is about 100 bucks more but offers bigger an faster harddisk, more ram which is speedier as no mix of single and double channel and better / longer waranty.

In total you get more out of your money - the better choice I think.

You have to read on the cutomize page. Ok, its a lot of information there and you might not see it because of this, but there it is. Worth to overthink...

G-Series belong to ROG but doesn´t make any difference. Its only a trademark.

If you like confusion than look through the internet and you will find a lot of people who bought the G53SX thinking they get 3d as ASUS webpage is so confusing. I read a lot of it that night. What you mentioned is rather a peanut to it.

But don´t worry. Talk to them and they´ll find a solution.

[Dramacydal]

I was going to buy this laptop, thanks for sharing. Though how is this laptop ?

[Maverick494]

So I ordered a G53SW-XR1 on Saturday the 3rd. When I ordered, on the main page for the G53SW-XR1 it was stated that the computer would come with a complimentary bag and razor mouse. I was contacted today to verify my order. When speaking with the rep, I brought it up. She hmmed and hawed a bit and then found where it said that on the page. She then told me that this one didn't come with that as the G53SW-XR1 was a "cheap" model of the SW series and that was only valid for the more expensive models. She also said this was not a Republic of Gamers machine and that these complimentary items only come with the ROG.

Now, as far as I know, the G series is republic of gamers. Also, I don't consider $1200.00 to be "cheap". It may be less expensive than some of the more optioned machines, but it isn't cheap by any means. She basically backed her way out of providing me with the bag and mouse mentioned on the web page.

The other thing she said was that she needed to contact the web department to make sure they take that off. Well, she did that quickly enough. It is gone now!

I just wanted to say that I am sorely disappointed in Xotic PC's lack of customer service in this issue. It clearly made the statement on the web page, and the customer service rep saw it. Whether it was wrong or right, they should have followed through. People wonder why Wal-Mart is taking over the world. It's because they provide customer service in instances like these. More often that not, they give the customer the benefit of the doubt.

So they made a copy and paste typo on their web page and explained that the more expensive -A1 model actually comes with the backpack and mouse and this one doesn't. That is the way it is. I grant you that they should probably do something to show good will for the error, but keep in mind this is not a multi-billion dollar operation like you compared it to. These guys have very thin margins compared to wal-mart.

I don't really think you weren't provided with good customer service either, you can claim that if you like, but you weren't. Your just pissy because you didn't get exactly what you want after one conversation, with one person, and were explained why this was an error.

There is a much easier way to deal with this than stomping your feet on the forums after one conversation, ask to speak to the supervisor of the sales department and explain the situation. After that you explain that you would appreciate it if XoticPc would stand by the information given on the website at the time of order and at least include a backpack. Meet them half-way, or continue to stomp your feet. At least with the way I suggested you probably would get a backpack at least, but now that you have decided to go public on their forums with it I don't really see them meeting you halfway.

FTR in terms of gaming laptops your buying a cheap model, that isn't an insult its a truth. Its not a bad thing either because for the price its not a bad machine.

[jayhawk261]

Well Maverick, as usual you are towing the line. I don't remember stomping my feet but maybe I was a bit pissy. For the most part I simply expressed my disappointment at the situation. I shouldn't have to beg or be nice or plead my case for items that are clearly identified as being provided. When I do business, I take responsibility for all of my work. I don't short a client because I made a mistake. I eat it and make the client happy, no questions asked. I am not a multi-billion dollar dollar operation either, but I do know how to treat a customer. I simply expect to be treated the same way. Never mind that this is my second computer purchase in a year from Xotic and that I have recommended them to several people over the last year. I know I wasn't provided with good customer service because I have a career in providing it.

As far as the computer being "cheap" goes, I would disagree that it is cheap. As I said, it is not as nice as much better optioned machines, but it is far from cheap. I know you are using this as a relative term, but taken in an overall context, it isn't cheap. And, whether or not it is cheap, the fact remains that there was no disclaimer about the complimentary items only coming with an "A1" or a non-cheap model.

You seem to believe that these forums are only here to give voice to those that have an opinion in line with yours and you feel it is your duty silence those of us who may want to let others know we have had a less than satisfying experience. I would think that the principals of Xotic would be very interested to hear everything their customers have to say good or bad. Knowing about these experiences will help a company grow and become better in the long run.

Thanks for your input.

[jayhawk261]

I was going to buy this laptop, thanks for sharing. Though how is this laptop ?

I haven't received it yet as we just ordered it on the 3rd. It will take a few extra days to process the upgrades as well. If my G73 is any indication, it should be fantastic! I bout this one for my teenage son.

[Pink-Pummy]

Where exactly did it state this wrong info?
Because I'm pretty much checking the info on the g53S systems daily... (yes sad I know :-p )When I first came here and tried to figure out the differences between A1 and XR1 I saw it in the specifications that the A1 versions are the only ones to come with the original ROG gear (and do this by default). The XR1 has a smaller HDD, less RAM and no accessories.

The missing accessories mainly made it the budget option I think, because I've seen the same done to budget versions of this laptop sold in other shops, too. The added swag personally made me consider the A1 version to be the superior of the two from the getgo (plus the current free ram updates on it are rather money efficient)

[jayhawk261]

So Xotic, let me ask this. I optioned out the XR1 to be basically an A1 as I didn't look at the A1 specs (my fault for not looking). I upgraded to 8gb and a 4x Blu-Ray. Can I revise my order to an A1, or is it too late now that it is on Phase 2?

[jayhawk261]

Where exactly did it state this wrong info?
Because I'm pretty much checking the info on the g53S systems daily... (yes sad I know :-p )When I first came here and tried to figure out the differences between A1 and XR1 I saw it in the specifications that the A1 versions are the only ones to come with the original ROG gear (and do this by default). The XR1 has a smaller HDD, less RAM and no accessories.

The missing accessories mainly made it the budget option I think, because I've seen the same done to budget versions of this laptop sold in other shops, too. The added swag personally made me consider the A1 version to be the superior of the two from the getgo (plus the current free ram updates on it are rather money efficient)

It was on the main page down towards the bottom. I know it was there as the phone rep found it and had it removed. It is what it is!

[Maverick494]

Well Maverick, as usual you are towing the line. I don't remember stomping my feet but maybe I was a bit pissy. For the most part I simply expressed my disappointment at the situation. I shouldn't have to beg or be nice or plead my case for items that are clearly identified as being provided. When I do business, I take responsibility for all of my work. I don't short a client because I made a mistake. I eat it and make the client happy, no questions asked. I am not a multi-billion dollar dollar operation either, but I do know how to treat a customer. I simply expect to be treated the same way. Never mind that this is my second computer purchase in a year from Xotic and that I have recommended them to several people over the last year. I know I wasn't provided with good customer service because I have a career in providing it.

You didn't even give a supervisor a chance to make it right. You had one conversation with one sales rep and jumped immediately to the forums. I am not towing any line, I said exactly what probably should be done to appease the error.

As far as the computer being "cheap" goes, I would disagree that it is cheap. As I said, it is not as nice as much better optioned machines, but it is far from cheap. I know you are using this as a relative term, but taken in an overall context, it isn't cheap. And, whether or not it is cheap, the fact remains that there was no disclaimer about the complimentary items only coming with an "A1" or a non-cheap model.

Overall context is that you bought a cheaper gaming machine, I am sorry that is some kind of blow to your ego. I bought a cheap gamer too and my machine was just under 1300. I know it was cheap compared to the other machines.

You seem to believe that these forums are only here to give voice to those that have an opinion in line with yours and you feel it is your duty silence those of us who may want to let others know we have had a less than satisfying experience. I would think that the principals of Xotic would be very interested to hear everything their customers have to say good or bad. Knowing about these experiences will help a company grow and become better in the long run.

I didn't try and silence anyone, I said you should have gone to a little bit greater lengths to get satisfaction before you came here and spewed on the forums. Don't you think it would be better information to provide people with more than a single conversation with a single sales rep about an obvious error? wouldn't it be more beneficial for you to say this is what happened, I had a conversation with a sales rep that seemed to indicate they were not going to include the items and so I escalated the situation to a supervisor and here is what we worked out. I think that would be far more valuable. I also think that you could also just say "make sure you check your order very well before you return that verification email saying everything is correct so these things can be ironed out."

You seem to have some mistaken impression I don't want you to post anything negative, but that isn't it at all. I would just like you to wait until you have the final outcome and post the entire story once its done. Good, bad, or half and half. Doing completely negative PR on a company rarely gets you what you want to be satisfied and then no one ends up happy.

let me also take this a step further, the sales rep should have put you on hold and brought the supervisor in on their own behest. Then you could have worked this all out and had it sorted to some sort of satisfaction in one conversation.

FTR I went to walmart just the other day and they had a 99 dollar price tag on a very nice TV, it was clearly a huge error and walmart refused to honor the price because the 99 dollar tag obviously didn't correspond to the TV. So walmart doesn't always just let you have something if they have an error.

[Maverick494]

It was on the main page down towards the bottom. I know it was there as the phone rep found it and had it removed. It is what it is!

I am not fully convinced it was there the whole time though, I think it may have slipped through the cracks when they upgraded the webpage. That really is irrelevant to the situation though because if you and they say it was there, it was there.

[jayhawk261]

Regardless of all that, I have upgraded my order to an A1. I had optioned the XR1 to be very close to an A1, so I went ahead and stepped up for the extra standard warranty and the faster HD. Now we will get the case and mouse and we are happy.

Maverick, I have seen more than once on this forum you taking the direct opposite side of someone with a negative comment about the customer service of Xotic. From my (admittedly limited) perspective, you appear to have issues with people posting about negative experiences. It is an open forum, and as long as people are being respectful, they shouldn't have to be told they've done everything incorrectly if they feel they have had a negative experience.

As far as the information being on the page, I'm not sure how I'm supposed to know it was an obvious mistake on their part. If the price was on the page for $99.00 for the computer (similar to your Wal-Mart experience), it would be obvious. When dealing with a complimentary item totaling around 4% of the purchase price, it is perfectly reasonable to assume that if it is on the page, it is a valid offer. As the saying goes, we all make mistakes. It is how we deal with them that defines us as individuals or businesses.

In any event, I took the steps necessary to make myself satisfied. My opinion of Xotic has gone down just a little in the process.

[SmogHog]

In this day and age typos and pasting errors are still common on websites and fixed when discovered or reported.

Most folks understand this and don't expect things they're not entitled to.

Being a good soul reporting an error and getting a thanks on the other end of the conversation should be the norm unless you need to embarrass publicly to get a freebee.

When the store clerk gives you too little change when you pay at the register you're sure to quickly let them know no matter how small the amount but when they hand you more than you should get you put it quickly in your pocket,smile and walk away.

[JP@XoticPC]

Hey Jayhawk, just wanted to touch base and say that I am sorry our opinion went down a little in your eyes. I am glad that you were able to get the computer upgraded to the A1 version though. I am passing this information along to my sales manager and we'll talk about it when I get into the office in the morning.

Please don't hesitate to let us know if there's anything else we can do to improve the purchasing experience.

[jayhawk261]

In this day and age typos and pasting errors are still common on websites and fixed when discovered or reported.

Most folks understand this and don't expect things they're not entitled to.

Being a good soul reporting an error and getting a thanks on the other end of the conversation should be the norm unless you need to embarrass publicly to get a freebee.

When the store clerk gives you too little change when you pay at the register you're sure to quickly let them know no matter how small the amount but when they hand you more than you should get you put it quickly in your pocket,smile and walk away.

I understand what you're saying, but how was I to know that it was a posting error or a typo and that I wasn't entitlted to it? The ad said it came with X&Y and they weren't unreasonable items to expect to get with a purchase. I'm not trying to get a freebie. I'm saying that I didn't get what was advertised. It is as plain and simple as that. End of discussion. Oh, and if I get too much change, I give it back. I'm kind of an honest and ethical person like that.

[jayhawk261]

Hey Jayhawk, just wanted to touch base and say that I am sorry our opinion went down a little in your eyes. I am glad that you were able to get the computer upgraded to the A1 version though. I am passing this information along to my sales manager and we'll talk about it when I get into the office in the morning.

Please don't hesitate to let us know if there's anything else we can do to improve the purchasing experience.

Thank you JP, I appreciate the response. Before all of this got blown out of proportion by those who seem to think they know better, I simply felt I needed to express my disappointment on the forum. In the same vein, I have previously expressed my gratitude on the forum for the help I have received from Xotic and the other members (some of which are posting on this thread).

Overall, I think my opinion changed due to the manner in which I was dealt with on the phone. There was no apology and no concern about me as a customer. It was simply matter of fact and I should just take what I get and move along. It was if I was just supposed to be happy with what I was being told. That didn't sit well with me. I guess I have high expectations!

Thanks again JP, and I'm not going to stop being a customer. I never intended to give that impression.

[Maverick494]

Overall, I think my opinion changed due to the manner in which I was dealt with on the phone. There was no apology and no concern about me as a customer. It was simply matter of fact and I should just take what I get and move along. It was if I was just supposed to be happy with what I was being told. That didn't sit well with me. I guess I have high expectations!


See now this I can get behind, its much more valuable than making it out like you should be getting something the model wasn't supposed to come with because of a typo. I guess I viewed it like you were being a petulant child and just wanted to out Xotic as some kind of lying organization.

That is absolutely not something I would expect out of Xotic and I appreciate you bringing that concern to light. I think if you had voiced it this way or at least added this sentiment to the first post I could have been much more supportive.

[Justin@XoticPC]

I am sorry to hear of this confusion with this, although the description page of the laptop (http://www.xoticpc.com/asus-g53swxr1-p-3082.html) had it typed in there the "technical specs" and customization page (where you customize the laptop) reflected that no bag and mouse were included. This would also show on the order when it was placed (along with the order confirmation you received via email and in your account) as

No Carrying Case
No External Keyboard or Mouse

I am sorry for the confusion and we removed this line of text on the description page. I hope you do not take it as we do not care as we do care deeply for all of our customers. I apologize again for the confusion and glad you were able to get it worked out.

[jayhawk261]

I am sorry to hear of this confusion with this, although the description page of the laptop (http://www.xoticpc.com/asus-g53swxr1-p-3082.html) had it typed in there the "technical specs" and customization page (where you customize the laptop) reflected that no bag and mouse were included. This would also show on the order when it was placed (along with the order confirmation you received via email and in your account) as

No Carrying Case
No External Keyboard or Mouse

I am sorry for the confusion and we removed this line of text on the description page. I hope you do not take it as we do not care as we do care deeply for all of our customers. I apologize again for the confusion and glad you were able to get it worked out.

Not to continue to beat a dead horse, but Yes, I completely understand that the configuration page said no bag and no mouse. This what prompted the whole issue. The ad page said complimentary bag and mouse, and then the purchase page said no bag no mouse. That is why I inquired about it during my confirmation phone call. It was offered on the ad page, but then it was different on the purchase page. You may have a policy somewhere that states that the order page governs and that what is stated on the ad page may not be valid. I don't know. But, you and the phone rep stated that the sale page said that there was no mouse or bag with the computer and therefore there should be no issue. In fact, that prompted the issue. I should somehow know that what is shown on the order configuration page is the controlling factor and that what is shown on the ad page should be viewed as nothing more than a general guideline that may or may not be true. Apparently I am not astute enough to understand the intent of your web pages.

As I said, I've changed the order, and I am satisfied. I do appreciate the apology and I am not going away as a customer. I think we've killed the issue! :)

[jayhawk261]

See now this I can get behind, its much more valuable than making it out like you should be getting something the model wasn't supposed to come with because of a typo. I guess I viewed it like you were being a petulant child and just wanted to out Xotic as some kind of lying organization.

That is absolutely not something I would expect out of Xotic and I appreciate you bringing that concern to light. I think if you had voiced it this way or at least added this sentiment to the first post I could have been much more supportive.

Well Maverick, I'm glad I could explain myself in such a manner as to finally please you! :) I'll make sure to keep your standards in mind in the future if I have negative experiences to post about.

And just so you know, I'm just being a smart alec and not trying to make a serious comment designed to upset you!:wink2: