Xidax, LLC

Mr [redacted] agreed to Xidax Terms and Conditions before purchasing our productsIf a customer does not accept the Terms and Conditions then unfortunately we cannot conduct business with them.Mr [redacted] confirmed that he read, understood and accepted Xidax Terms and conditions prior to conducting businessHe agreed to the terms on @ 9:am using IP address [redacted] This IP address is tied to a Verizon online serviceHis request to rescind his acceptance of Xidax Terms and conditions after the business transaction had been completed is a mute pointHere is the link to the Terms and conditions Mr [redacted] agreed tohttp://www.xidax.com/xidaxtermsXidax is not prepared to or willing to change or alter it's agreed upon Terms and Conditions with Mr [redacted] in any way, shape or form.If Mr [redacted] prefers he can ship the undamaged product back to Xidax for a refundAs per the terms and conditions a 20% restocking fee would applyHis total refund would be $ [redacted] Please let us know if Mr [redacted] would like to send the products backThank you

***, After our technicians have received and inspected the system, you will receive your refundLet us know if you need anything elseThank youXidax Customer Relations

***,We apologize that you are still having issuesWe understand it can be frustrating when things do not work as we expect them to right out of the boxWhen you and your brother called us with issues, we worked on our end to resolve those issues for you and took full accountability, including but not limited to, a full Rebuild of your system We compensated you with upgraded merchandise totalling $dollars, to ensure you were getting a system you would enjoyIn an effort to make sure you received your machine in a timely fashion we upgraded you to Rush service which put your order ahead of everyone else, a value of a $We gave you next day air and covered that charge of $dollars We also have special ordered the new RGB lights for your system that we don’t normally carryAt the time of order, we explained to you these were on backorderWe are still waiting for them to arrive and when they do, we will have them shipped to you as quickly as possibleAs for the games you referenced, if you are having issues with activating those codes we’d be more than happy to have one of our techs assist you in downloading your gamesI believe we have done everything on our end to accommodate your special requests and needs as well as resolve any issues with the hardwareHowever, if there is still something we can do for you we are willing to work with you and would love to speak to youThank You Xidax Customer Relations

Complaint: [redacted] I am rejecting this response because I don't know the founder and to the best of my memory have not spoken with him I had asked the customer service representative for the Terms and Conditions to be modified to protect my proprietary information should I choose to return my machine--either for a refund or repair I have heard nothing other than my phone call Thursday to the customer service representative who forwarded me to the operations manager regarding the T&C changes requested The operations manager said their attorney was reviewing the requested changes Sincerely, [redacted] ***

Our founder (Zack S***) is working with [redacted] to resolve the situation.

***, From your response, we understand that sending in the laptop whenever you need a Windows reinstall is not going to work for your situationBecause of this, we would like to offer a rebuildWe will cover shipping costs both ways and will swap out the chassis in order to resolve this problem for you. We appreciate you taking the time to write out what happened and where we fell short during each step of the processThis helps us to improve for the future and avoid having situations like this arise. We apologize for the attitude of the technician you worked withWe never want our customers to feel they are being blamed for a problem that occurs with a systemWe stand behind our warranty and sincerely apologize for the treatment you received. Every customer means a lot to usWe couldn't grow and build our company without youWe hope our offer for a chassis swap will rectify this situation.Please let us know if there is anything else we can do for you. Thank YouXidax Customer Relations

Mr***,As we have been working with you the past few weeks, we hope you are satisfied with the resolutions we have provided for your complaint.Please let us know if there is anything further you require of us.Xidax Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meXidax rebuilt me a brand new computer with the same accessories as my old along with these fans and foam to keep the noises down. Thank you. Please inform the Utah Dept of Commerce this case closed and settle.Travis R***case id ***
Sincerely,
Travis R***

According to the terms and conditions the customer agreed to, the offered refund is appropriate. Terms and Conditions:XIDAX LLC and Xidax (collectively “Xidax”) offers to its customers an exclusive Limited Lifetime Service Policy (the “Lifetime Service Policy”) on all NEW laptop and
desktop computers purchased from XIDAXThis Lifetime Service Policy is a guarantee that a customer of Xidax who purchases a NEW computer system will not pay for labor or service charges related to any covered computer system, during the lifetime of that systemThis Lifetime Service Policy extends only to the original purchaser, original equipment, or subsequent upgrades purchased from and installed by XIDAX and labor/service provided by XIDAX.In addition to the Lifetime Service Policy, Xidax further warrants the hardware of its NEW computer systems as follows:• All NEW desktop computer systems include a Lifetime Limited Hardware Warranty (the “Lifetime Warranty”), which covers the original core computer“Core Computer” is defined as all of the hardware inside the computer case(The Core Computer excludes any desktop computer monitor, which is covered by Xidax for years)Because of rapidly and ever changing computer technology and manufacturers, certain parts or components can become unavailableDuring the Lifetime Warranty, XIDAX will, at its sole option, repair or replace any defective desktop computer or defective part thereof, at its discretion, with new, used, refurbished, recertified, or comparable parts; however, if a desktop computer or component is no longer manufactured or widely supported in the marketplace, or is not otherwise commercially available during any warranty period in this agreement, making the repair of a desktop computer impracticable, Xidax may, at its sole option, elect not to repair the desktop computer, but instead issue an in-store credit for the then value of the desktop computer. • All NEW Laptop computer systems include a 2-Year Limited Hardware Warranty (the “2-Year Warranty”)During the 2-Year Warranty, XIDAX will, at its sole option, repair or replace any defective laptop computer or defective part thereof, at its discretion, with new, used, refurbished, recertified, or comparable parts.The Lifetime Service Policy, Lifetime Warranty, and the 2-Year Warranty (collective the “Warranties”) are all limited as follows: Xidax warrants to the original purchaser that the covered hardware, excluding software, documentation and similar items, will be free of defects in workmanship and materials for the warranty period beginning from the date of delivery to CustomerDuring the applicable warranty period, Xidax will repair or replace, at its sole discretion, the defective hardware system, for covered defects, free of charge for labor and/or parts depending on your warranty periodParts may not be the same but will be equivalent partsIf the hardware system is defective within the first days Xidax, LLC will cover all shipping costs. Customer will pay for shipping back to Xidax for any components or products sent for service after the initial day period, while Xidax will pay for return shipping back to customerAfter the first year of ownership Customer is responsible for any shipping charges to/from Xidax. Products sent in for authorized service/exchange must be shipped in original packaging and accompanied by copies of purchase receiptsReplacement packaging can be requested from Xidax customer support for a nominal fee. Non-XIDAX repairs, upgrades or installations on any covered Xidax computer system are not covered by, and void the Warranties instantly on any system so modifiedEvery year during the time a computer is covered by the Warranties, Customer is required to initiate a FREE computer cleaning and tuvia the Xidax virtual control software, when a technician will remotely tuthe systemAny individual parts sold or installed separately from a New computer system must be purchased and installed by Xidax to be covered by the Lifetime Service Policy, and that separate hardware is only covered to the extent of the original manufacturer’s warranty on such separate parts. Physical damage, abuse, or neglect, and damage caused by shipping, or misapplication of the product, repair modification, exposure to extremes of temperature or humidity, power fluctuations, lightning or improper electrical power are not covered by the Warranties. Used or recertified equipment is sold as-is, without warranty, unless otherwise stated in writing on the original purchase invoice. Software defects are not covered by the Warranties, but may be covered by the warranty of the individual software publishers as set out in the materials accompanying it; opened software is never refundable. Any missing items must be reported within hours of Customer receipt. There are no warranties, express or implied, which are not written herein. It is of utmost importance that Customer protects all data and software on any covered computer system at all timesXidax is not responsible for loss of time, inconvenience, loss of data or software, inadvertent disclosure of data, loss of files, or any other direct, incidental, or consequential damage loss caused by a covered computer system failing to properly operate, or caused by any fault or negligence of XidaxEven though Xidax may attempt to backup and transfer certain data, and attempts to avoid situations where Customer data or software is lost, such occurrences of data loss, for a variety of reasons, are commonCustomer agrees that prior to delivering a computer for service, Customer has independently backed up all software and data on the computer, and is prepared for, and expects that all data may be lost on the computer during or following any repair procedure, and Customer specifically agrees and understands that this document is intended to limit the liability of Xidax for such data lossesCustomer warrants that there is no illegal data or software content on any computer left for Warranties service. Warranty repairs or service do not extend the length of the Warranties and any computer left unclaimed for days becomes the property of Xidax. Liquid cooling/water cooling components are covered for year only, and are not included in the Lifetime Parts warranty on any Xidax system If purchase was funded using BitCoin and a refund is requested, 20% restocking fee still appliesThe refund will be issued for the USD amount on the original invoice when the order was placed. AMD video cards shall carry a 2-Year Parts Warranty from XidaxAny AMD video card ordered with a Xidax system is excluded from the Lifetime Parts warranty, and the 2-year parts warranty would then apply to the AMD component specifically. Any kilohash amounts on configurator are simply estimates and are not guaranteedMining rigs are not guaranteed to pay for themselvesXidax is not responsible for bit mining markets, losses.To obtain service under this warranty, call the Technical Support Department at ###-###-####Have your order number availableThe technical support staff will assist you in diagnosing the problem over the phoneIf the problem cannot be resolved over the phone, we will decide on the best course of action for complete customer satisfactionIf return is authorized, please return the product only as instructedDo not return any products without prior authorizationProducts returned without prior authorization will be held for days pending instruction and return shipment payment and, thereafter, will be salvaged or disposed without any duty to account to CustomerXidax, LLC will not be responsible for consequential damage to the boards or the system or any of its components caused by either internal or external equipment, shorted connections or components not installed by or purchased from Xidax, LLCXidax, LLC will also not be responsible for damages to any components or loss of any data for goods purchased from Xidax, LLCThe limited warranty also does not cover damages or defects that may have been caused by: Shipping damage (other than the original shipment), improper installation or maintenance, misuse, neglect or improper environment, repair, modification, adjustment, or installation of options or parts not by an Xidax, LLC employee, inadequate or excessive electrical power surges, or other power irregularitiesXidax, LLC will also not replace, repair, or refund on any purchase if the item serial numbers do not match, or if the product is not sold directly by Xidax, LLCXidax, LLC will replace defective parts with the same or comparable parts at no costAny other part replacement that is different from the original configuration must be purchased at costNote: Do not include any accessories with your computer system for warranty repairsIf you do provide such materials, Xidax, LLC will not be held responsible for any missing accessories such as software, adapters, etcIn the event no defect is found that is covered by the warranty, Xidax, LLC will charge a test fee, advise the Customer and return the non- defective product when Customer pays the test fees and pays for return shippingIf such fees are not paid within days after notification, the product shall be salvaged or disposed without any duty to account to Customer.TO OBTAIN SERVICE UNDER THIS WARRANTY CREDIT AND COLLECTION: Interest will accrue on invoices considered PAST DUE at the rate of 21% ANNUALLYThe person or entity responsible for payment of this invoice will be responsible for collection and attorney feesAll NSF checks will be charged the maximum penalty allowable by lawExcept as provided expressly herein Customer specifically waives any and all liability, causes of action, claims or rights Customer may be able to assert against XIDAX for any act, omission or other event of any kind which is related to the sale of a computer, or related to the performance of service repairs and the execution of this document.Customer specifically agrees that Customer waives, in advance, any causes of action, rights or claims against Xidax related to the loss, disclosure or dissemination of Customer’s data, software, or personal files during or after the performance of warranty serviceCustomer agrees that any claim or cause of action whatsoever against XIDAX, including but not limited to those in contract or tort, shall be limited to the amount Customer actually paid for a computer system at issue or $1,000.00, whichever is greater.Xidax desires to maintain a positive relationship with its customers and without waiving any of the limitations in the preceding paragraphs, Xidax may at its sole and exclusive discretion elect to return actual funds paid by Customer for goods or services provided by XidaxAny such refund is in no way an admission of any liability, wrong-doing or the basis for any cause of action against Xidax and is a simple expression of good willIn the event Customer is offered a refund of monies actually paid, each and every aspect of this Waiver and Limitation of Liability shall remain in full force and effectCustomer waives all rights, claims, causes of action and other damages in excess of actual funds paid and then returned by Xidax.All sales are final and as isAll deposits to hold merchandise are non-refundableAll returns are at the sole and exclusive discretion of XIDAX, must take place within days of purchase and will be charged a rental fee of 20% of the PURCHASE PRICE, whether the refund is requested before or after shipment of the systemAny returns after days will be charged restocking fee of 20% of the PURCHASE PRICE plus $per day rental feeMicrosoft Windows or Office products, or other activated software cannot be accepted back for a refund or credit.I agree that any dispute regarding this Agreement or subject matter of this Agreement will be submitted only to binding arbitration to be conducted only and exclusively Salt Lake County, UtahCustomer specifically waives all right to pursue any legal or equitable remedy in any city, county, state or federal court of lawIn the event either party initiates an appropriate proceeding to enforce or seek any claims under this document or related to the computer purchase or service transaction referenced herein, the prevailing party shall be entitled to an award of reasonable attorney’s feesThe laws of the state of Utah shall govern the interpretation, validity, performance, and enforcement of this agreementIf any provision of this warranty shall be held to be invalid or unenforceable, the validity and enforceability of the remaining provisions of this warranty shall not be affected thereby.By signing below or accepting delivery of any of the goods listed on reverse side of this contract I certify that I have read, understand and fully agree to all of the above terms

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Hi Xidax!I appreciate your willingness to do a swap outIt kinda sucks that things had to go this far, but I appreciate you at least offering something that makes practical senseThe partial refund has already been issued it appears and I really don't want to go through this again, so I'll just cut my losses, I guess.Additionally, I am happy with the offer and I do appreciate that you now tried to make good with the situation. Thanks again,
Sincerely,
*** ***

***, Thanks for taking the time to speak with our technicians to get the memory problem resolvedBy now you should have also received your mouse pad that was shipped separately from your system. We do apologize for the error in shipping. Please don't hesitate to reach out to us if
you have any further questions or concerns. Thank YouXidax Customer Relations

Complaint: ***
I am rejecting this response because:: I have already paid a local technician to repair my computer since their response was neither timely or beneficial to repairing my computer without disclosing proprietary information
Sincerely,
*** ***

***,We are happy to assist in fixing the system for you since the issue has arisen from the reinstallation of windowsWhen we received the computer in initially, we weren't able to replicate the issue and sent it back to youWe wish to continue working with you rather than do a returnIf you
choose to return the system, we do have to maintain a 20% restocking fee because the system was custom built for you and the parts can no longer be sold as newIf you wish to continue working toward a resolution, we just ask that you pay for shipping the system in.Thank you for the opportunity to make this right. Xidax Customer Relations

Mr. [redacted] agreed to Xidax Terms and Conditions before purchasing our products. If a customer does not accept the Terms and Conditions then unfortunately we cannot conduct business with them.Mr. [redacted] confirmed that he read, understood and accepted Xidax Terms and conditions prior to conducting business. He agreed to the terms on 16.03.14 @ 9:44 am using IP address [redacted]. This IP address is tied to a Verizon online service. His request to rescind his acceptance of Xidax Terms and conditions after the business transaction had been completed is a mute point. Here is the link to the Terms and conditions Mr. [redacted] agreed to. http://www.xidax.com/xidaxtermsXidax is not prepared to or willing to change or alter it's agreed upon Terms and Conditions with Mr. [redacted] in any way, shape or form.If Mr. [redacted] prefers he can ship the undamaged product back to Xidax for a refund. As per the terms and conditions a 20% restocking fee would apply. His total refund would be $[redacted]. Please let us know if Mr. [redacted] would like to send the products back. Thank you.

Complaint: [redacted]
I am rejecting this response because I don't know the founder and to the best of my memory have not spoken with him.  I had asked the customer service representative for the Terms and Conditions...

to be modified to protect my proprietary information should I choose to return my machine--either for a refund or repair.  I have heard nothing other than my phone call Thursday to the customer service representative  who forwarded me to the operations manager regarding the T&C changes requested.  The operations manager said their attorney was reviewing the requested changes.
Sincerely,
[redacted]

Hello,We have been in close contact with Travis. Currently our technicians are working with him to resolve all of the issues regarding his system. He has indicated he is happy with this resolution. We will continue to work with Travis and make sure he is 110% satisfied with Xidax and our...

products.

[redacted], After our technicians have received and inspected the system, you will receive your refund. Let us know if you need anything else. Thank youXidax Customer Relations

Hello,Our technical department has a solution for [redacted] regarding the Sims 3 issue. I've tried to call but the phone just rang. Can [redacted] please call us at ###-###-####? We will promptly resolve this issue. With gratitude,Micheal O[redacted]Customer Happiness Director

Our founder (Zack S[redacted]) is working with [redacted] to resolve the situation.

[redacted],We apologize that you are still having issues. We understand it can be frustrating when things do not work as we expect them to right out of the box. When you and your brother called us with issues, we worked on our end to resolve those issues for you and took full accountability, including...

but not limited to, a full Rebuild of your system.  We compensated you with upgraded merchandise totalling $330.00 dollars, to ensure you were getting a system you would enjoy. In an effort to make sure you received your machine in a timely fashion we upgraded you to Rush service which put your order ahead of everyone else, a value of a $150.00. We gave you next day air and covered that charge of $270.00 dollars.  We also have special ordered the new RGB lights for your system that we don’t normally carry. At the time of order, we explained to you these were on backorder. We are still waiting for them to arrive and when they do, we will have them shipped to you as quickly as possible. As for the games you referenced, if you are having issues with activating those codes we’d be more than happy to have one of our techs assist you in downloading your games. I believe we have done everything on our end to accommodate your special requests and needs as well as resolve any issues with the hardware. However, if there is still something we can do for you we are willing to work with you and would love to speak to you. Thank You Xidax Customer Relations