Customer experience - holiday...
I'll spare you my life story. Sufficed to say that I have been looking forward to buying the highest-ranking laptop in terms of performance for nearly 4 years.
It's been a difficult 4 years as far as financial stability and unforeseen family issues were concerned.
At the beginning of 2016, I had begun considering a P870 SLI laptop. The forums and review sites I've checked repeatedly referenced XMG as being a reputable provider of top-notch hardware performance and quality.
I have followed their laptop reviews throughout this time.
At one point in 2017 I had decided on buying one of their laptops. This was relatively late, and as a consequence, it happened that the new CoffeeLake processors were about to become available.
I had decided to wait until XMG released their upcoming Zenith 17 models which boasted these hardware components.
Order placed on the 4th of December 2016, received confirmation immediately, also received acknoledgement and confirmation of payment on behalf of MYSN within the next 3 days. Components were in stock... as far as their website claimed.
Failing to see any update related to the "Order received by MYSN" header present on my order, I had attempted contact with the MYSN customer service repeatedly. I had assumed that they processed the order during that time, and there was an issue with the tracking number.
On the 7th of December, I sent an email.
I had spent around 45 minutes ( cumulatively ) waiting for one of their representatives to pick up the phone. The robot service was kind enough to repeadedly remind me of the fact that I was in position 1. ... every single time i called ... I WAS IN POSITION 1.
After hearing the " we kindly advise you to call back later " statement the robot made the 10th time, i decided to try and make contact in a different way.
XMG has an IRC channel for support. Apparently it's not for non-german customers. I know this becuase one of the moderators was kind enough to kick me out every single time i've asked a question in english.
When I threatened to cancel my order if i would be kicked out again, he was kind enough to point out the fact that i was the one who was at fault seeing as though i was not using the right language.
Throughout the following days I had called mysn repeatedly over the phone. No answer.
On the 12th of December, I had received the reply to my email, detailing the fact that the laptop was stuck in a freight airport's backlog due to the fact that the airport staff have held a strike. XMG notified me of the fact that the laptop had not reached them, and as such they were waiting for it as well in order to begin customization.
This was fortunate as I was minutes away from submitting my order cancellation form.
On the 28th of December, the status finally changed and I was notified that the order had begun production. ... 1 day before the mandatory holiday periods. I did have some hope that that order will be processed and I'd receive the laptop by now... but it gets better.
On January 5th 2018, I have once again attempted to make contact... I even used this forum.