Hello I bought a laptop from XoticPc 3 years ago and paid for an extra 2 years of warranty over the first year. Recently I was having power issues with my laptop. Firstly they took about a week to set up the RMA appointment and all that. Then we drove to the repair center to drop it off, because they don't provide shipping labels for sending, they only cover the returns...Just perfect, I have to wait for a day where I can drop off, a specific day that my work hours don't conflict with the hours of the repair center. That's about another week and a half; finally I found someone to take drive it there for me.
After the pain in the neck it was JUST getting it to the center, about a week ago they send me an email, telling me the cost for shipping back to me! Wait a minute here, don't they at least cover return shipping? So I send them ANOTHER email, asking if somehow my warranty ran out or if I should go pick it up and for them to let me know exact hours for the repair center.
And here's the kicker, after about ANOTHER 3 business days they get back to me, and guess what!? They only answer PART of my questions: yes, I can pick it up and they kindly tell my the hours...The thing about the warranty, nadda, nothing...So what now, I gotta write ANOTHER email and wait for them to get back to me!?
Lets tally this up shall we, this is a rough estimate, I feel like it’s probably been more time but I'm being generous here... 1 week + 1 week 1/2 + 1 week + 3 days How much time is that!? About a whole MONTH? Are you serious!? That's 3 weeks that I can't work on any projects or do any schoolwork for my 3D classes. That’s 3 weeks of begging my instructors to give me more time to finish my assignments.
And let’s not forget that they seem to think I've run out of warranty or something even though I should still have about a month left. It’s gonna be great when I pay for return shipping and get a laptop back that isn't even fixed! Let me just point out that this isn't the first time something like this has happened to me.
And you know what, IF my warranty IS expired and they're charging me for return shipping/fixes or whatever, then it would have been a simple matter of ANWERING my full question the first time and I would have drove to the center and picked it up. And you know what? Im NOT gonna ask them again just so they can take another several days getting back to me! I'm just gonna get someone to go the center for me on Wednesday and pick it up, fixed or not.
EDIT-----Gave them another point. So I finally got this thing back after about another week of waiting. It came back in really good condition, screen cleaned, new case, the works...I feel like a dick writing this, but it STILL shouldn't have taken as long as it did. I feel like a good amount of time could have been saved if they had emailed me more often and made sure to answer all my questions. Something else I'd like to point out is that they have a picture on their site of where to locate the serial number on an MSI laptop. This picture however is REALLY low-res and has tiny red writing on it that isn't legible. Its really confusing...There is a GIANT red arrow pointing in the direction of the serial, a tiny red arrow pointing at another serial, and some un-legible text. I think I had to ask them which of these was the correct serial directly, that's time that could have been saved if the picture made it more clear which of the two serials is the right one. And then there is the fact that a question I had was ignored in one of the emails, again adding time/stress to the whole thing. I kinda have a love/hate relationship with these guys because I feel like they DO wanna help me and make it a satisfying experience but several things start chipping away at this feeling and add more and more to the return times. Not sure if I'd buy from them again, at least not without taking a look around for an alternative. The staff there are really nice over the phone, the people at the MSI Repair center are a super cool bunch of folks. But, these issues, regardless of whether its XoticPC or MSI, really put a hampering an otherwise pleasant experience, and as you guys can see from ^up there/before the EDIT I was not too happy about it.
I ordered the sager NP9850, not only did I get it pretty quick but I found it in perfect condition. I was confused about buying a gaming laptop as this was my first but they had an amazing forum that helped me to choose the right laptop.
I had a horrible experience with xoticpc. I placed an order for a Sager NP5797 ($3000+ laptop). I used a coupon I found online for $37 off of shipping. The coupon was accepted by their system, order was placed, all is good. I get an email the next day stating the coupon code doesn't apply for the laptop I ordered. I spoke to them over the phone and by online chat asking where on their website does it state it doesn't work for that laptop. I was treated in a rude manner and never did get pointed to anything other than a general disclaimer that said some codes are only accepted for particular systems. Basically they weren't going to accept the code although their system accepted it and the order was placed. Because I was mislead and treated in a rude manner, I canceled my order. I'll use pctorque or the sager website instead. Avoid at all costs!