Complaint Review: Xotic PC

I recently purchased (11/9/05, Order #747) a laptop from your company. I called Xoticpc's customer service and asked about the wraps for the laptops. I was informed that the wrap came with the laptop. I selected the second line under "exterior finish" on the XoticPc webpage under laptop configuration.

I was told by Xoticpc customer service that the custom wraps were when I had a specific design that I wanted on the laptop. I was also told that there would be a setup fee for a custom design but that for the current wraps at website www.xoticpc.com/wraps.htm there was no fee with purchase of a laptop if I picked one of those.

I went through this with customer service while looking at the configuration page for my laptop online. The customer service representative also told me that I should place the name of the wrap I wanted in the comments box, which I did. This can be clearly seen in my receipt.

I received my laptop yesterday (11/21/05). I was not happy with the fact that it did not have the wrap I had specified. I assumed that this was just an oversight that would need to be corrected. I called customer service but it was after XoticPC's scheduled service hours. This morning I called customer service again and talked to a representative named Justin who says that he is the only management for Xotic pc.

After asking him how I can get my wrap, he informed me that none of his customer service people would have possible told me what they actually did tell me. He insisted and acted as if I were lying to him. I explained to him that it was the wraps that convinced me to purchase from Xoticpc in the first place. I am a PhD student in Applied Physics and Electrical engineering at the University of Michigan Ann Arbor. At Michigan we have had a string of laptop thefts. I thought that by having a distinctive laptop it would discourage anyone from stealing it out of my office.

I also told Justin that though he did not believe me, that I was told the information about the wraps being free from Xoticpc customer service and sales. He still insisted very rudely that none of the customer service people would tell me that. He also said that the option under "exterior finish" had a 1 cent fee associated with it and that fee was there just because they had to associate a fee with that listing. Based upon what I was told by customer service, their misleading configuration page on exterior finish' and by Xoticpc 's information about their custom wraps fees.

I feel that it is perfectly understandable that I would believe that the 1 cent fee was associated with the wrap. I then asked if I could return the laptop. He said that I would be charged a 15% restocking fee. On the XoticPC webpage it states "XOTIC PC provides a 30-Day Money Back Guarantee for all online purchases and a 15-Day Money Back Guarantee for in store purchases (does not include shipping, handling and rush service fees and may be subject to a 15% re-stocking fee) and the following limited warranty. This limited warranty extends only to the original purchaser. "

Since Justin claims that customer service never told me what they really did tell me, and it does say on their webpage "may be subject a 15% re-stocking fee" I feel that it is not unreasonable to request that either I receive my laptop with the wrap as promised without an additional fee or to receive a full refund with out charging a return service fee.

Nicole
ann arbor, Michigan
U.S.A.