award winning customer support? where?

[neurotopia]

I made the mistake of purchasing an Asus laptop from xoticpc last week as a Christmas present for my wife. After I took the machine out of the box, I carefully removed a couple of the larger stickers on the palm rest. One of which pulled up part of the paint. Now, I've been around tech since my Apple ][e and have owned several laptops over the past few years. I know how to pull stickers off a laptop. A quick search on the internet will reveal that I am not the first to have this problem with this particular Asus model. Regardless, stickers do not typically pull paint off a laptop and obviously there is a defect in the finish. But xoticpc states that because I am sending the laptop back not in the same condition in which it was shipped, I must pay a 15% restocking fee -- regardless of whether or not they sent me a defective product.

There are two flaws in this line of reasoning: 1) by the same logic, if the screen stopped working 10 minutes after I turned the laptop on, I would be charged a 15% restocking fee because, according to xoticpc, the machine was shipped with a working (thouh obviously defective) screen. 2) unless xoticpc put the stickers on the laptop themselves, how can they prove or disprove the laptop wasn't shipped with the paint already chipped/defective when the laptop was sent to me?

Either way, I was foolish enough to purchase from this vendor and will not make this mistake again. I post this so that others might have a more balanced presentation of xoticpc's "award winning" service. My experience may or may not be the exception to the rule -- I don't know. This is, however, an accurate description of how I have been treated as an xoticpc customer.

[Justin@XoticPC]

neurotopia (http://www.xoticpcforums.com/member.php?u=11029) - I would be happy to look into this. I can understand your frustration. What I presume our service representative advised is that you are requesting to send a item that now has physical damage. If there is hardware failure as in your example, a screen stopped working, we would ship you a new laptop or assist you with setting up a immediate repair with ASUS. ASUS provides one of the best warranties that comes equipped on these models. They pay for overnight shipping both ways and will minimize your downtime and get the issue resolved quickly for you. :) If you need assistance setting up a repair for this with ASUS please dont hesitate to ask and we can get this all taken care of for you. :)

Most online sellers do not allow returns or charge a re-stocking fee for any return. If it is indeed a defect from ASUS, we can easily get in touch with ASUS and get this rectified with them and you can have your laptop back to you in only a couple days.

Let me know what I can do to help! :)

[powerpack]

neurotopia I also feel your frustration. But I would take Justin up on his offer (which I know he would offer all in similar circumstance). Clearly a communication breakdown. NewEgg while selling at a good price also would not have the ability or interest in resolving. If I am correct you received a warranty from Asus not Xotic?

Just so you know neurotopia I agree with the crux of your situation. I might have issues with your distribution of liability/responsibility? It is at least to me clear who is responsible for warranty/defect issues on all systems sold on Xotic. It is not always Xotic.

Give Justin the chance to help, as I suspect he does have contacts at Asus and when he agrees you did nothing wrong and he articulates in a calm reserved manner he is likely able to get all the approvals he needs.

So work with him and maybe just maybe Xmass may still happen? If not very close? You do know at least in my example Xotic did not paint under the stickers? And you did buy with a clearly written an explained contractual agreement? If you are telling all they should not buy Asus? Fine I disagree. If you are saying Xotic is in some way an inferior reseller of Asus I think you do not know of what you speak.

I have an Asus and have not removed the stickers. At this point I might not as well does not sound good.

neurotopia I agree you did nothing wrong but Justin is not the bad guy here?

Good luck, and best wishes.

[neurotopia]

The reason I have asked for a refund instead of a replacement is due to the fact that others have had this problem. I don't want to exchange this laptop for another that will potentially have the same problem later down the road. I know that Asus has outstanding product quality and customer support, as I have been as Asus customer for nearly a decade and this is the 2nd Asus laptop I have owned. I understand that I could keep sending the laptop back if there were problems. But, regardless of customer support and a history of good product quality, why would I purchase a machine that is -- based on the fact that others have had similar problems -- LIKELY to have trouble later down the road? At this point I have already ordered a different model from another company and will simply accept the fact that I am to be charged $180 because I purchased a defective laptop. Any way you couch it, that is the bottom line.

[neurotopia]

I appreciate your input, powerpack, but for me -- and perhaps I have oversimplified the situation -- if a vendor sells someone a product that is defective, the consumer should have the option to receive a refund without penalty. I simply can't -- and won't -- accept that such an idea is outside the realm of common sense and/or good business practice.

[powerpack]

neurotopia for what it is worth you have clearly stated the issue. I do not see how anyone would disagree you deserve satisfaction. What level? That is the issue and well I see your points but there are industry standards and they do not always favor us consumers.

I was not and am not trying to belittle your situation. My main point is go after Asus as they really are responsible for the defect.

Also I am aware I am just a commentator with no economic interest in this so I do want too back off in so far as my opinions mean little to those who have a stake in. I will not explain how retailers/manufactures have certain rights to rectify the problem prior to giving a refund.

If it helps I think Xotic will lose money only getting a $180 restock fee. So looks like everybody lost on this one.

Best Wishes.

[sheaiiimef]

Neurotopia, you, yourself, stated that a search would reveal that others have had a problem with this product from Asus. How could you then blame Xotic for this since they do not produce the laptop?

Justin is doing the right thing as a seller and going to the manufacturer about a defect in the product they are selling for them and what can be done about it. If Xotic wants to take it back an repair it for you on their own dime or replace it or whichever, that is up to them, but to say you were foolish to purchase from this vendor is, in my opinion, wrong. They didn't make it, they sold it. Plus, depending on what model you bought, most Asus laptops have a warranty through Asus.

[neurotopia]

Shea, at no point did I blame xoticpc for the defect in my laptop. My posts suggest no such thing. But when a company posts on their warranty page in big, friendly bold letters:
If for ANY REASON WHATSOEVER you should fail to be satisfied with your XOTIC PC Product, you may return it within 15 DAYS of the ship date for a FULL REFUND of your purchase price less the original shipping.

in order to fill a customer with a false sense of security so they will be more inclined to buy from them, that is poor business. And yes, I read further down where it makes a provision for damaged and scratched goods. However (and forgive my use of caps), THE DEFECT EXISTED AT THE TIME THE LAPTOP SHIPPED FROM XOTICPC. The damage was under a sticker and was not apparent until the sticker was removed.

Again, that would be like holding me liable because the laptop's screen stopped working 10 minutes after I turned it on. And to say the paint job on a laptop is any less significant or a part of the laptop than the screen is an arbitrary dodge of responsibility.

[neurotopia]

I stand corrected. I would like to say thank you to Justin and XoticPC for taking care of my problem and providing solid customer support.

Thanks guys. :)

[robamb2002]

I'm really glad to hear everything is resolved :) also I am glad you posted an update to let us all know.