5/5
posted Jun-17-2012
UPDATE: After posting the original review below, I was phoned the following morning by Jason P the customer service manager. Jason was truly interested in making things right.
He offered me a new laptop rush service or full refund. I took the refund. He was very nice, very professional, and very dedicated to customer satisfaction.
I'd like to emphasize that at all points along the way Hutsady and now Jason were working to make me happy with my purchase. I believe we just got caught in a tough situation, and perhaps a custom built laptop was not the best solution for me.
The fact that they are willing to offer a full refund speaks volumes to their commitment to customer service. Though we weren't able to do business, i'm left thinking very highly of Xotic PC.
*****************************************
ORIGINAL REVIEW:
I ordered a customized ASUS G74SX that cost $3500 in November 2011. Its June 2012 and I still don't have a working laptop.
The best thing I can say is that the customer rep I've been working with (Hutsady) seems genuinely interested in my satisfaction, but unable to do anything about my problems. First, my order was delayed because of complications with billing since i was shipping to a different address than my credit card was registered to. There was no way they'd accept this. I had to pay by cashier's check. By the time payment went through, the wireless card was on back order. They offered me an inferior card for the same price. No thanks. Eventually the card came in, laptop was assembled and finally delivered in late January.
Dead pixel on arrival. Hanging and freezing issues. I wrote xotic pc about the dead pixel and mentioned the hanging/freezing, but at the time I thought it was a conflict with the antivirus so i didnt request to return. They couldn't replace the dead pixel but pointed me to software that might fix it.
After installing a different antivirus the hanging/freezing was less frequent, but still happened at seemingly random intervals. I was fed up at this point and asked for a refund. Outside of the 15 day refund period. I asked for an RMA. After some back and forth, shipped it back in April. Didn't hear anything for 2 weeks. Emailed and they were working on it. Couple of weeks later and no word. Emailed and they can't find anything wrong with it. Good thing i recorded video of the problems!! Emailed them the video. They returned to ASUS. Its been a couple more weeks and haven't heard from them.
Bottom line, its 8 months from my $3500 purchase and I have nothing to show for it. I seriously feel like I flushed thousands of dollars down the toilet. At this point i just wish i could get my money back and never talk to them again.
This review was modified by
ninjali on June 19 2012 11:41:34 AM
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![Share](javascript:share_rating({"review_body":"UPDATE: After posting the original review below, I was phoned the following morning by Jason P the customer service manager. Jason was truly interested in making things right.<br><br>He offered me a new laptop rush service or full refund. I took the refund. He was very nice, very professional, and very dedicated to customer satisfaction.<br><br>I\u0027d like to emphasize that at all points along the way Hutsady and now Jason were working to make me happy with my purchase. I believe we just got caught in a tough situation, and perhaps a custom built laptop was not the best solution for me.<br><br>The fact that they are willing to offer a full refund speaks volumes to their commitment to customer service. Though we weren\u0027t able to do business, i\u0027m left thinking very highly of Xotic PC.<br><br>*****************************************<br>ORIGINAL REVIEW:<br><br>I ordered a customized ASUS G74SX that cost $3500 in November 2011. Its June 2012 and I still don\u0027t have a working laptop.<br><br>The best thing I can say is that the customer rep I\u0027ve been working with (Hutsady) seems genuinely interested in my satisfaction, but unable to do anything about my problems. First, my order was delayed because of complications with billing since i was shipping to a different address than my credit card was registered to. There was no way they\u0027d accept this. I had to pay by cashier\u0027s check. By the time payment went through, the wireless card was on back order. They offered me an inferior card for the same price. No thanks. Eventually the card came in, laptop was assembled and finally delivered in late January.<br><br>Dead pixel on arrival. Hanging and freezing issues. I wrote xotic pc about the dead pixel and mentioned the hanging\/freezing, but at the time I thought it was a conflict with the antivirus so i didnt request to return. They couldn\u0027t replace the dead pixel but pointed me to software that might fix it.<br><br>After installing a different antivirus the hanging\/freezing was less frequent, but still happened at seemingly random intervals. I was fed up at this point and asked for a refund. Outside of the 15 day refund period. I asked for an RMA. After some back and forth, shipped it back in April. Didn\u0027t hear anything for 2 weeks. Emailed and they were working on it. Couple of weeks later and no word. Emailed and they can\u0027t find anything wrong with it. Good thing i recorded video of the problems!! Emailed them the video. They returned to ASUS. Its been a couple more weeks and haven\u0027t heard from them.<br><br>Bottom line, its 8 months from my $3500 purchase and I have nothing to show for it. I seriously feel like I flushed thousands of dollars down the toilet. At this point i just wish i could get my money back and never talk to them again.","link":"http:\/\/www.resellerratings.com\/store\/Xotic_PC\/review\/1642430#comment1642430","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Xotic_PC.jpg","store_name":"Xotic PC","username":"ninjali","rating":"5"}, "single");){kind=link}