XVXonline.com heads up

passive agressive site pimp?

They actually had a reseller section on our forums for a while, but disappeared and their e-mails no longer work. IT's a shame. Sorry to hear about your troubles.

Hello Kapra06,

I am the representative of xVx here in NBF. I am sorry for the troubles you have gone through. The company was purchased by a major company in the industry, due to this purchased there has been several delays in getting everything back online. New industry first will soon come to the market, our new customer service that will be offer to our new and old customers have been greatly improved as well.


Please do send me a private message so we can have this problem resolve to your satisfaction.

We apologies again for any inconvenience that this might of caused you.

if your company was purchased by a major player in the industry would you care to please name them?

it would lend alot of credibility to your post, otherwise its just talk.

Hi kapra06,

I have about had it too. I have tried phone, email to "support@xvxonline.com" two times with no response or bounce-back. My Monstruo is "dead" (no BIOS, just electrical convulsions) and I cannot reach them either. I had some hope with Angelo but I have not heard from him either so I am starting to expect the worst. I used it for work and now I am completely down and will be buying another machine. I paid additional $$ for a three year support contract which seems like such a dig after the stabbing has already been done. You buy that warranty on trust, with no practical purpose other than fear. So, now I have a $4000 dead laptop and $300 dollar piece of toilet paper (my warranty)...

I highly recommend against this company - if you can even find them.

Hello Jmaizels,

One of our support staff have contacted you by email with the correct numbers you will need to contact to have your system repair.

Please do send me a private email if you have any further questions.

Thank you.

Hello Kapra06,

Please do contact: support@xvxonline.com if you are currently having issues with your laptop system, our support team will gladly help you solve any issues you are having with your laptop computer.

Thank you and have a great day!

kapra06, and jmaizels please post back and let us know how this goes for each of you.

Doesn't even respond to Kapra after the first post and doesn't mention the larger company that bought them.

Smells like BS to me.

Hello... I will update this thread and let you know how it works out. I think that this info is important and yes - I agree with Angelo in that forums are not the most professional place to release corporate launch information. But nonetheless, my problem (and seemingly others too) is that we have been "ditched" for the period of time during the xVx transition.

Anyway, I did get an email from Angelo. I wrongly interpreted my S/N (the guy made me lift the keyboard to find the sticker). When I found the right S/N, I contacted the right support people.

They said that I have to send my notebook to them, they will fix it, and I will pay them. Following that, I can get reimbursed by xVx once they "exist" again at the end of November. There are a few things wrong with this:

1/ I live in Toronto, Canada, and although there is paperwork that allows me to ship my notebook to the USA for RMA work - there are still shipping and from here - bonding fees. There is also the 2-weeks on either side for the shipping at standard rates. It has not been stated whether or not these fee would be covered.

2/ He said that he will fix only if the problem was on the motherboard or video card. My problem could be related to power (electrical convulsions, no BIOS, no startup). If this is the case - I am hooked for $$$ and time without guarantee of resolution.

3/ I spent 4000 on a notebook and don't have any more to spend on my resolution - this is why I bought the support contract.

4/ The support contract states "Luxury" service and Onsite support. I am seeing neither of these. I was supposed to have minimal downtime from work with this contract - and the contract is obviously not being upheld.

I understand that there are issues and hardships during a corporate changeover like this one. But I think that it's poor planning and strategy for supporting the existing customers - the one's that will bring them successfully into their new corporate home.

I have replied to xVx (support@xvxonline.com) with a request;

That I wait until they are back up and running (FULLY) at the end of November so that I can execute my FULL-COMPLETE warranty then. The time alone to ship the notebook to and from Cali will easily cost me more than if I simply waited until they are alive again at xVx. I have asked to confirm that my full/complete warranty is still valid - which it must be.

Needless to say, this is not an ideal solution. It's the customer working around the corporations' metamorphosis - but it's all I have.

In the meantime - I am going to go and get another notebook - my little girl will love the Monstruo once it's been revived.

I will update again once I get a reply on the request from support.

JMaizels

angelo...

im glad that you posted what you did and are attempting to clear the issues that your customers have. where i take issue, and others as well is that many of us have seen issues and problems arise before and rarely if ever are there good solutions for all involved.

things such as this where a company disappears and reappears, service contracts are ignored... it may not be the case with your company that anything other than a poorly executed takeover has occurred. you may well be attempting to honor your contracts and obligations, which we would all support your doing, but in the meantime you need to understand that the community as a whole is very skeptical of these sort of magic corporate revivals, and mysterious talk of takeovers, especially in situations where it seems the customers may be left holding warranties not worth the paper they are written on.

only way you are going to clear that up is by getting your CEO to announce which big player bought you out (here, or on your site, or wherever you want to that the public can see), and by clearing up the issues with the existing customers. not where they need to be paying hopeful of getting their money back later but by doing whatever it takes to give them the machines and service they paid for.

people are watching, and i know that alot of people here are wanting to see it work out for everybody, but your company right now is the one that needs to be earning the trust back.

Hello Jmaizels

Just to let you know that our support dept. contacted you on Oct. 16. I was contacted by them today letting me know that you did not get that email?

They have resent it to you again today.

Hi Angelo,

Yes I did receive their 2nd email today. It seems that they are pushing to have me send the notebook to that California-based support co., whereas I keep asking to execute my on-site service - as a part of my warranty. I re-requested confirmation that I can get my on-site service if I wait until the end of November. I provided my order number and invoice number...

Again, I will update as I hear back. I feel like I am getting close to satisfaction. If they follow through with their contractual agreement - I will be in adequate shape. I am the one taking the "hit" waiting until the end of November while they sort out their internal issues.

Judson

Hey there, this is just an update. I have again communicated with the folks at xVx support. They have set me up with a "more local" hardware support provider. I have been instructed to try the RAM-re-seat trick and following that - ship it in to their Canadian facility (surprised me too..!) They have not fully respected their in-situ warranty but in cases like these (when your company is changing hands) I am grateful at this point for ANY support.

So, I will update again (if this thread continues). I really hope that I can get that machine working again. And that it doesn't take forever or cost ($$) me any grief.

Overall I am happy that a) there are forums of this type that we can discuss, outload our frustration, and b) to actually come in contact with people who do what they can to help (Angelo).

Regardless, I am figuring that I will be shipping it in next week and if all goes well - having my Monster back :-) It was a flying-fast machine.

Thanks for following up Angelo. I still feel bad for all of the other folks who may have problems and cannot reach xVx. Shame it could not have been a more customer-friendly transition.

Regards,
Judson

Hello,

I have my laptop back. Technical solution, dirty or loose connection. The guy from xVx support told me he took it all apart, cleaned and put it back together. Polls all of the time now... no more convulsions.

To recap, I was told to send my laptop into an address - and not having a contact or company name, I was a little nervous. I shipped it on the 14th of November. I sent a message to my contact from xVx (support@...) and he told me that they have received it, resolved the issue and that they would contact me and let me know when it is shipped back. They also provided me with a contact number to call to check the status.

On November 20th, support@xvxonline.com asked for my return address to ship it back. I was happy. I replied on the 21st with the particulars.

On December 1st, I contacted support to find out where/why I have not receive it. They replied that it was "being re-tested" and that "the holidays" put their RMA department behind. They they told me to contact the service contractors again to check on the status.

So I did.

I spoke with the guy who actually worked on my laptop - he verified that dirt or loose connections were the cause of the convulsions. He also told me that it's been sitting there for a couple of weeks, and that xVx have not paid for the work yet. He asked me to contact support@xvxonline and ask them to balance their bill.

So I contacted support again and told them the situation. They replied again with the "Thanksgiving delays" and that they have paid for it now; and that it would be shipped on that Friday.

Sure enough - I received it two days ago. It seems just fine.

On the other side - the xVx Online website was delayed, then the delayed date didn't happen either. In this market I am just happy that I got this taken care of before all hell breaks loose in the economy (or any ore than today). So much for expected/paid support - now I just feel lucky.

The total time from finding Notebook Forums (finally somewhere to ask) to receiving a working system was over 3 months. The embarrassing part, "they haven't paid for it yet", and the overall delays where a pain. I assume that they had some issues with their "cutover" to the "new" xVx but anyway... like I said, I have it back now.

In the meantime - I bought a Mac and run Windows faster than on any windows computer I have had in the past. My XP starts in 10 seconds with VMFusion on my Mac. It's lightening... I can't believe I waited this long to ditch these overpriced, over resourced, and error-ridden computers.

To Angelo: thanks for taking me through this and following up. Appreciated.

To xVx: good luck with the changes... if they ever come up. It's still says on their site - Nov. 28th... :-)

Take care folks and thanks for all of the direction.

My regards,
Judson

thanks for keeping us updated!

I'm glad you got it resolved finally.