Justin
Lincoln,#2REBUTTAL Owner of company
Thu, September 28, 2006
On our online store Xotic PC has a live custom computer configurator with many options for customers to customize their systems their way. In this configurator we have a category of options called Exterior Finish. By default, the selection states Standard finish, view our selection of wraps at www.xoticpc.com/wraps.htm with an option immediately below this of selecting a "custom wrap for +$79." At the time of order this customer kept the default selection and was not charged anything for a custom laptop wrap. After receipt of the order the customer notified us that there was no wrap on her machine. We reviewed the order with her showing that she never selected the custom wrap and was not charged for it either. Since the customer was clearly upset, we wanted to try to put forth our best effort to make the customer happy. We offered to provide the custom wrap to the customer for nearly 70% off and will continue to stand behind this offer for this customer. After no response to our offer, we assumed the customer realized she wasn't charged for this item she expected. At the time of this customers order our standard return policy was a 15% re-stocking fee for returns, which has since changed to a 15 day no questions asked return policy with NO re-stocking fee's. Xotic PC has provided over 7 years of superior customer service to many customers. If there was any lack of customer service on my behalf or any of our other sales staff, we apologize for this as we were sincerely trying to provide the same top quality customer service we provide to all other customers. We are being falsely accused of being a rip off as we supplied the customer her laptop precisely as she ordered and paid for, nothing less. This customer was never supplied any information stating the custom laptop wraps were free; especially in our product configurator where it shows the appropriate charge for this option and where the system was ultimately configured and purchased by this customer. Justin Nolte Xotic PC 402-466-2090 [email protected]