XMG Reviews 185

I bought a high-end gaming laptop from XMG about five years ago for around €2000 (XMG NEO 15 E20). At the time, the performance was excellent and I was generally satisfied with the hardware for the price i paid.
However, my experience with long-term reliability and support has been disappointing.
After only five years, the internal display failed. When I contacted support, I was told that my device had reached End of Life and that no repairs or spare parts were available anymore. I was also informed that all supplier stock was depleted and that no paid repair service could be offered.
What I found frustrating is that I was able to source a compatible replacement screen on my own, despite being told that none were available. XMG did not offer any paid support, guidance, or repair options beyond suggesting that I open the device myself and identify the panel model.
The laptop itself was powerful, but in hindsight I have doubts about the build quality, especially regarding plastics, internal protection, and overall durability. The internal design makes some repairs unnecessarily difficult, with screen parts glued and poorly accessibile.
Another downside is the lack of proper technical documentation. There is no detailed official guide for screen replacement , and overall technical documentation is very limited for a premium device.
For a laptop in this price range, I expected better long-term support, better repairability, and more transparency with spare parts and documentation. Five years of lifespan with no official support left is disappointing for a “premium” product.

In summary: good performance when new, but weak build quality, poor repairability, limited documentation, and insufficient long-term support. I would think carefully before investing again in a high-end laptop from this brand

The worst purchase I ever made is buying a laptop from XMG. The quality of their product is poor, their service is awful and communication is frustrating.

The laptop I bought from them had several issues. This in itself is not the reason why I giving them the lowest rating possible. How XMG handled the situation is what earned them the lowest score. To help repairs made by their technicians, I made sure to collect and log data about the issues occurring and left instructions on how to reliably replicate the issues. I have spend countless hours of my own free time troubleshooting and documenting what was happening.

And XMG sent my laptop back without making repairs. Multiple times. The only thing they managed to fixed was a malfunctioning screen, which is one of the simplest repairs to make. The other issues that were bothering me on a daily basis were ignored. Multiple times.

They would send the laptop back with a note that said the issues were fixed, only for the issues to be obviously still present on the device as soon as you turned it on again.

Communicating with XMG has been a frustrating experience. I don't know if they still advertise that they will respond within 3-4 business days but they make that claim at the time I bought my laptop. This is blatant false advertising. Occasionally they would reply within a few days, but half the time it took them more than a week. On top of that, it was not uncommon for them to give unhelpful responses.

I bought an extended warranty from XMG but it gave me nothing in return. It took them a long time to process my laptop so I was unable to use it for multiple long periods. And as mentioned I spend a significant amount of my free time in helping XMG. And I got nothing back in return. I paid money to have less free time and not be able to use the laptop.

When I finally gave up after receiving a broken laptop yet again, I asked for a refund. XMG told me my warranty had just expired and they would only offer me a very small amount of money for a refund.

So what did I get in return for being an XMG customer for 2+ years? It cost me a lot of stress, a lot of free time, and a lot of money. It will be very difficult for any company to take the crown from XMG for worst customer experience.

Do yourself a favour and don't deal with this company.

Super nice contact and intuitive shop. Laptop is amazing - paired with oasis it is super silent and gets the job done 🫡

I am sorry to agree with the bad reviews i read here. I've had two XMG laptops in my life, and both stopped working the same way: black screen and failed boot. Unfortunately, the components aren't high-quality and aren't designed to handle high performance. The last one I owned was a €3,000 XMG Neo 16 E23, which is now in ruins because it's impossible to repair and the warranty expired a few months ago. Waste of money, I no longer recommend this brand; machines that cost half as much last three times as long. Very disappointed.

Thanks, XMG, your laptop fell apart just after 3 years, left hinge broke from the display, where metal connects with plastic. How on Earth? I had 3 different much cheaper laptops and never had such a brutal flaw.. It's unbelievable that 1700 eur laptop has such a terrible construction! During 1st year of ownership I experienced some dead pixels and display corners began to flicker. Support explained they use "2nd class" displays (let's not forget the price). Case started squeaking after 1 year of use. Not to mention that fan noise and overheating were immense and the battery was not holding just after 1,5 years. Overall - a piece of shit for the price of decent spec macbook. It's as worth as 300 eur no-name laptop from Temu. Never ever!
P.s. Support reached out and tried to push me into buying new xmg by offering discount :D
Ridiculous!
P.s.s. 2 weeks later left side of the display cracked because of bending it on 1 hinge. Pity I can't post any photos. Now all I can do is throw 1700 eur machine into a bin or try to sell for parts for 100..
This is your expected level of experience when you choose XMG.

Top Gaming Laptop!
Die Kombi aus Ryzen X3D und RTX 5080 m sowie Mini LED Display funzt perfekt.
Auch unter Volllast bleibt noch eine Temperaturreserve nach oben.

Die Lieferung erfolgte tatsächlich um einige Tage früher, als durch die Angaben auf der Webseite "befürchtet".
Positiv auch, dass man für die Bestellung zwischen DHL und UPS wählen kann.

I purchased a new XMG Sector from Bestware at the beginning of March, and the entire experience has been nothing short of a nightmare. It started with the payment—after completing it, I received no confirmation or acknowledgment. I had to call multiple times before they finally sent a payment confirmation over a week later.

There was no communication about the delivery timeline either—I had to reach out myself to find out when it would arrive. When the PC finally showed up, the real problems began. Although I paid for a pre-installed version of Windows, the machine arrived without any OS. After spending over four hours trying to install it, I discovered that the installation files were corrupted. I ended up having to create my own USB installation disk.

Even after that, the system kept crashing with a Blue Screen of Death (BSOD). Diagnostics pointed to a faulty graphics card, and the Wi-Fi performance was abysmal. I requested a replacement, but instead of honoring that, they only offered a refund. I agreed to return the machine, but the UPS pickup link they provided didn’t work. I reported the issue and requested a new link—after a full week, I still hadn’t received a response. When I finally got through on the phone—after 40 minutes on hold—I was told they still didn’t have a working return link.

Bestware has proven incapable of building a functioning PC, fulfilling basic order requirements, or complying with European Consumer Law. They ignored my right to a replacement and failed to facilitate a proper return within the 14-day window. I’ve had to involve legal support to get any traction.

In my opinion, Bestware has gone from being a reputable brand to an amateur operation. Based on my experience, I strongly advise others to stay away.

I've had a fantastic experience with XMG. I've been using my laptop for over three years now, and it's still running perfectly. Performance remains top-notch, and I haven't encountered any major issues. Any minor hiccups were mostly on my end rather than the laptop itself. The build quality is excellent, and the system handles demanding tasks effortlessly. Whether for gaming, work, or creative projects, it continues to perform like a high-end machine. I can highly recommend XMG for anyone looking for a reliable and powerful laptop.

Just after a few weeks after the warranty ended, I had to entirely replace the screen of my laptop because of a black screen.

Once I received back the laptop, the keyboard began to have issue followed a few weeks later with the laptop not even booting.

So I sent back again the laptop and they pretended I modified the cooling system. They simply cleaned the low quality thermal past that leaked on the motherboard and did not fixed the keyboard.

A lot of issues in a short time and I did not even extremely used the laptop. The customer service is zero too. Not sure what happened in this company the last 2-3 years, but I see in the recent review I'm not the only one disappointed recently. Avoid at all cost XMG

Worst service Experience ever, as mentioned above I had issues with laptop during warranty but has been resolved well. the problem started when I sent my laptop for repair after warranty. Took 4 weeks to deliver despite being told it should take 1 week ( they said it may vary but nobody mentioned a month) and they asked me to call DHL myself since they cannot contact them internally.

Their service did basic troubleshooting and informed me about Motherboard failure. at this point even though I was ready to pay for repair i decided that i didn't like what I saw so far ( long delivery and basic to no Troubleshooting before asking for 1k+ Euro )
Upon receiving product back turned out it was damaged in the corner ( ripped open damaging chassis) my ram was flying inside the chassis as they left their service ram and mine was just thrown in. and damage to one of the pins for a connector on the Motherboard. All this while heatsink was never lifted and Motherboard was never properly checked.

I've sent complaint and no response so far.

DO NOT RECOMMEND !

My experience with XMG has been frustrating and disappointing. I purchased a laptop in October 2022, and it has been plagued with issues since then. The problems started with the screen just two months after receiving it, and the issues have only gotten worse over time.

Here’s a breakdown of my experience:

1st Issue (December 2022): The laptop developed screen problems within two months of use. I reported the issue in January 2023 and sent the laptop for repair. It came back, but the problem persisted.

2nd Issue (January 2023): When the laptop was returned, the AC adapter wasn't working. I had to go through another round of support, and they sent me a new AC adapter, which took additional time and effort.

3rd Issue (July 2023): The same screen issue reappeared after a few months, making it clear the problem was not fixed. I eventually sent it back for repair again in December.

4th Issue (December 2023): Upon receiving the laptop after the second repair, the screen issue still existed, along with other minor problems. It felt like a never-ending cycle of sending the laptop back and forth.

5th Issue (February 2024): The screen began freezing, followed by visible malfunctions—images started dissipating until the laptop eventually showed a blue screen. Afterward, it completely shut down, and I was unable to turn it back on again. At this point, the laptop was entirely broken.

6th issue (September 2024):After sending the laptop in August for repair, when I got the laptop back, drive unit D was locked by a software called BitLocker, which I had no knowledge of. My hard drive was completely inaccessible, and I reached out to XMG for help. To my surprise, their customer support informed me they couldn't assist and advised me to resolve it on my own by logging into my Microsoft account to retrieve the BitLocker code which I never installed in first place.So now I lost 2TB because I need a 30+ characters password I have no clue about. This response left me feeling stranded without proper support.

Despite multiple attempts to repair the device, the underlying issues were never fixed. To make matters worse, after paying €5,500 for a laptop that constantly malfunctioned, I suggested an upgraded replacement in 2024 willing to pay some extra, as I suspected the problem stemmed from the motherboard or GPU. Instead of offering a reasonable solution, XMG proposed a mere €674 discount on a new laptop, expecting me to pay nearly €5,000 more (not allowing me to use some of my current laptop components). This was extremely disappointing, especially given that I had barely been able to use the laptop for ten months without issues.

While I acknowledge that some issues could be complex, the lack of effective repairs and their customer service's dismissive approach to resolving my problems left me feeling unsupported and undervalued. I had high hopes for XMG given their reputation and innovative performance limits, but after this prolonged ordeal, I cannot recommend their products or their support.

Pros:

1. XMG products have potential in terms of performance (when they work).

Cons:

1. Poor product quality control (persistent hardware issues).
2. Inadequate customer support (failed to resolve problems despite multiple attempts).
3. Unreasonable upgrade offers after continuous issues with a faulty product.
4. Dismissive responses to requests for help (BitLocker issue).

I sincerely hope XMG reconsiders how they handle customer complaints, as this has been an incredibly disappointing experience.

If the screen problem happens again, I'll be involving a German law firm. From that point on, you'll only hear from my legal team unless you offer a fair resolution.

Bought a NEO E21 laptop in january 2022, only for both the keyboard and the fans to stop working twice, got it replaced both times, all well until the warranty expired and the screen broke. Prompting support to make me pay for a "new" screen with dead pixels on arrival and the laptop now having overheating and USB-C connectivity issues.

Other general issues include the keyboard not being able to press more than 2 keys at the same time (by that I mean timing, it does press all the keys, just one at a time rapidly instead of all at once like other keyboards do) and the GPU not connecting to external displays without a reboot or a driver reinstall.

Their laptops is designed to break 1 months before warranty period
I had ultra xmg 17 it was 3900 euro
And when i did rma keyboard broke again within a week i got rid of it shortly after
There are no excuses for this because a Corsair keyboard lasts 10 years or a razer one even

Laptop I bought overheats like crazy, battery exploded. Good fun.

My laptop broke down, less than two years after I bought it. I contacted Schenker Technologies GmbH. I filled out the documents they sent me DHL for RMA and put it in the DHL post office on 8/09/23 in Portugal and today 28/ 09/23 (more than 20 days) I still don't even know where my computer is and no one seems concerned. I didn't choose DHL. I have already contacted XMG several times and I am not seeing a quick solution, which is why I had to invest in order to continue working. Let's see how the outcome will be, however I will leave here the developments of the complaints I will make. Think very carefully before spending a lot of money thinking that it is a company that claims to have 'Award Winner 20... Best Service and support'

Asked help for simple keycaps. Didn't get any help, still waiting answer after weeks. Not gonna buy anymore XMG

Everything with the purchase went smoothly and delivery was quick, the laptop was fantastic and lived up to expectations. Fast forward 10 months and a fault developed. I requested an RMA and had to pay £150 postage to Germany despite having 2 years platinum warranty as the UK had left the EU and they only cover return post to Germany and the EU!
When the device finally arrived in Germany, a delivery attempt was made at some ungodly hour when no one was there to receive it. 3 more delivery attempts were made and XMG claimed they weren't aware of any of them. The laptop then disappeared and after contacting both XMG and the parcel company, it miraculously arrived 3 weeks later.
The laptop was fixed and XMG were sending regular email status updates which was great..... until I received an email from UPS stating that I owed over £400 in import duty fees! The Gov UK website states that warranty repairs don't incur import duty fees so I can only assume the paperwork wasn't filled out correctly when sending back. I am now waiting for XMG to look into this and I have also filled out a UPS form after calling them for advice. UPS keep emailing me stating that I owe over £400 and I don't have my laptop. So please be aware of this
should anything go wrong with your purchase!

UPDATE: Since writing this post, I have received an email from UPS stating the following.

"Unfortunately this has cleared customs and custom won't allow us to reclaim the VAT levied and they would require this to be done via your periodic tax returns using C79 issued to SCHENKER TECHNOLOGIES (GB370529985000)"

So at this point in time, I've no idea how I'm going to get my laptop back!

Best customer service i've ever experienced. Family member broke my Oasis unit (Neo E22) and cable, they sent replacements for free without hassle. Quick replies and a discord server, live chat.

Ignore bad reviews, if you contact XMG you won't be disappointed, and all their laptops are upgradeable.

My 2017 XMG A517 laptop (1600€) had several, individual keyboard buttons stop working after 3 years. Now, only 4 years after purchase, it's actually many keys that no longer work.
On being asked approached about this, bestware's answer simply is:
- It happens. But don't worry, we'll sell you a brand new laptop keyboard for 79€ + shipping!
Know what's the best part? I mostly use an external keyboard and the laptop's internal keyboard still broke.
Update 12.11.2021: Got offered the keyboard for 59€ + shipping instead. No comment on keyboard in this price range breaking despite little use.
Update 15.11.2021: As you may see in the company's answer below, their only comment on laptop components' breaking remains "It happens". Unfortunately, I cannot in good conscience recommend their products.

Good priced great looking laptops.

I received my laptop after it was delayed. Unpackaged it to find it had a broken spacebar. It was sent back and a replacment delivered.

This replacment was fine until a key came off just outside of warranty. Due to the build it couldn't be just 'clicked' back on. Upon emailing XMG they told me they're was nothing they could do as they no longer supported my model (despite it being one of the newest models.) As well as this, the machines GPU started to pack in.

Overall, pretty disappointed. Whilst the machine looked nice the build was terrible. As was the support offered.