XOTIC PC

Thank you for taking the time to share your feedback. Your system did unfortunately arrive dead on arrival (DOA) due to a motherboard-to-GPU detection issue. While this is rare, we recognize how frustrating it is—especially on a high-value, ready-to-ship system. Our support team spent time troubleshooting with you to fully confirm the failure before initiating the RMA, which is done to avoid unnecessary returns and delays. Once the system was received back at our facility, it entered our repair process. Even for prebuilt systems, we do not re-ship a unit without full inspection and stress testing to ensure the replacement is completely stable and does not repeat the issue. Our goal is to send back a fully verified, problem-free PC, not to rush a system out the door. To resolve this as quickly as possible, we are shipping a replacement system with free expedited shipping at no cost to you. Tracking will be provided as soon as the system ships. We understand the frustration caused by the timing and communication gaps, especially during the holiday season, and we appreciate you bringing this to our attention. We appreciate the opportunity to make this right and thank you for your patience while we work to complete the replacement properly.

Hi Levi, Thank you for sharing your experience. We want to address this clearly for anyone reading. After reviewing our support systems, we do not see any record of an email, chat, or phone contact from you related to the GPU concern you mentioned. We never intentionally close support requests without resolution, and if a ticket was closed automatically, it would typically be due to no response to a follow-up message—which we document on our end. For transparency: • We respond to all support emails within 1–2 business days • Customers can reach us via [email protected] , live chat on our website, or Apple Messages • Our support interactions are logged across email, chat, and phone systems Regarding shipping damage, as outlined in our warranty and shipping policies, damage caused during transit is handled through documented inspection and carrier procedures. We work with customers to resolve those situations, but replacement parts due to shipping damage are not automatically covered without the required claim documentation. We genuinely want to help and would welcome the opportunity to assist you directly. If you still need support, please contact us through one of the channels above so we can review and resolve this properly. — XOTIC PC Support Team

We’re sorry to hear about your frustration and want to clarify a few important points for anyone reading. The system purchased was a Sager-built laptop. Sager is the manufacturer and performs hardware-level diagnostics on all systems prior to shipment, regardless of whether an operating system is included. An operating system is not required to validate motherboard or port functionality during factory testing. When the issue was identified, the system was processed through Sager’s warranty channel and the motherboard was replaced under warranty. This is the appropriate resolution for a hardware fault and does not indicate the system was knowingly shipped defective. For customers located in Canada, return shipping and reshipment costs for warranty service are the customer’s responsibility. This is a standard cross-border policy due to customs, brokerage, and international freight costs, and it applies both to XOTIC PC and Sager. These terms are disclosed at the time of purchase. We understand that extended timelines and international shipping costs can be frustrating, especially with a high-value purchase. Our team worked to coordinate the repair with the manufacturer and remains available to assist further. We encourage the customer to contact us directly if there are any remaining concerns, as we are always willing to help work toward a resolution.