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What is going on with Sager?

post #1 of 17
8/21/05 at 12:25am
Thread Starter 
At the start of June 2005 I bought a Sager 3880 laptop from PCTorque.com, it worked great for about a month until one day the hard drive dies. No biggie (I thought), this happens sometimes. So I called PCTorque to ask about a replacement, and I was informed that the new drive would be shipped that day. Wonderful! Four days later I had not received any information for PCTorque, so I give them a call. They tell me that since the laptop is less than a year old that it was Sager’s responsibility to replace the drive. I call Sager and I am greeted by the rudest “customer service” technician that basically treats me like an idiot and tells me it’s PCTorque’s problem, not Sager’s. Crap. I call PCTorque back and am directed back to Sager. This goes on for about two weeks until finally Sager agrees to replace the drive.

I get an e-mail saying that they will need a $140 deposit and money for shipping charges!?!?!? Wait a minute, why should I have to pay for a faulty product when I bought a full coverage warranty? Finally things are worked out and I am informed it’s just for security reasons, so I figure “what the hell”. I pay for overnight delivery and figure that this will all be sorted out soon enough. I don’t get a tracking number for 4 days, and when I do I discover that Sager sent it UPS GROUND!!!!! (AT MY EXPENSE). I paid for overnight and not they are wasting my money! I finally get the drive and I get my laptop running again, assuming that this was just a sting of mishaps and the worst is over.

The next day I get a call from “Sager”, saying that they are calling to work out the details of the return of the hard drive. They inform me to ship it to ATS Warranty in Memphis, TN, and the Warranty company will work out the details with Sager from there on. I send it back with no mishaps (apart from forgetting the address in my car when I go to drop off the package).

Yesterday I get an e-mail from Sager saying they never received the drive and they have billed my credit card. I immediately call them and tell them this was in error. I have the DHL tracking number and I have conformation that the package was delivered. Sager refuses to hear THIS SOLID PROOF and says I need to get the drive back to them as soon a possible. I inform the customer service representative that I have done my part, and I have provided adequate proof that the package was shipped. Basically as far as I was concerned the matter was closed on my end and they refuse to listen to me. Just yesterday I get a notice from their RMA department saying they will be attempting to bill my credit card for the hard drive.

I sent the drive back and have provided proof that the drive was received, they will not listen! What do I do? I am considering taking them to small claims court over this, because of all the violations of warranty and all the valuable time of mine they have wasted.

*A few edits made, there was a slight miscommunictation about the collection agency thing.
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post #2 of 17
8/21/05 at 2:31am
Quote:
Originally Posted by BinaryCleric
At the start of June 2005 I bought a Sager 3880 laptop from PCTorque.com (see sig), it worked great for about a month until one day the hard drive dies. No biggie (I thought), this happens sometimes. So I called PCTorque to ask about a replacement, and I was informed that the new drive would be shipped that day. Wonderful! Four days later I had not received any information for PCTorque, so I give them a call. They tell me that since the laptop is less than a year old that it was Sager’s responsibility to replace the drive. I call Sager and I am greeted by the rudest “customer service” technician that basically treats me like an idiot and tells me it’s PCTorque’s problem, not Sager’s. Crap. I call PCTorque back and am directed back to Sager. This goes on for about two weeks until finally Sager agrees to replace the drive.

I get an e-mail saying that they will need a $140 deposit and money for shipping charges!?!?!? Wait a minute, why should I have to pay for a faulty product when I bought a full coverage warranty? Finally things are worked out and I am informed it’s just for security reasons, so I figure “what the hell”. I pay for overnight delivery and figure that this will all be sorted out soon enough. I don’t get a tracking number for 4 days, and when I do I discover that Sager sent it UPS GROUND!!!!! (AT MY EXPENSE). I paid for overnight and not they are wasting my money! I finally get the drive and I get my laptop running again, assuming that this was just a sting of mishaps and the worst is over.

The next day I get a call from “Sager”, saying that they are calling to work out the details of the return of the hard drive. They inform me to ship it to ATS Warranty in Memphis, TN, and the Warranty company will work out the details with Sager from there on. I send it back with no mishaps (apart from forgetting the address in my car when I go to drop off the package).

Yesterday I get an e-mail from Sager saying they never received the drive and they have billed my credit card. I immediately call them and tell them this was in error. I have the DHL tracking number and I have conformation that the package was delivered. Sager refuses to hear THIS SOLID PROOF and says I need to get the drive back to them as soon a possible. I inform the customer service representative that I have done my part, and I have provided adequate proof that the package was shipped. Basically as far as I was concerned the matter was closed on my end and they refuse to listen to me. Just yesterday I get a notice from their collection agency saying they will be attempting to collect for the hard drive.

I sent the drive back and have provided proof that the drive was received, they will not listen! What do I do? I am considering taking them to small claims court over this, because of all the violations of warranty and all the valuable time of mine they have wasted.
Immedainlty dispute the charge, I would take them to court too. I was just going to buy a sager from them but know i decided not too. Gather all the evidence and speak with a lawyer so that he or she could send them a letter as a warning. I also recomend filing a report with the district attorneys ofice. Also file a police report. You can contact you credit card company for fraud and they will just remburst you the money back, and they will do an investigation.
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post #3 of 17
8/21/05 at 2:35am
That does not sound like Sager! I'm surprised...
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post #4 of 17
8/21/05 at 3:53am
Quote:
Originally Posted by ramificatio
That does not sound like Sager! I'm surprised...
ditto. I have had excellent results from both companies, personally.
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post #5 of 17
8/21/05 at 6:49am
Oh gawd, hope this is not a sign of things to come, feel for yer mate...

Here's the part that s*cks, you have a Sager and you need to continue to work with them if there is something wrong with your notebook in the future so the nuclear option is not called for yet, imho.

Personally, I would send them an official complaint letter via registered mail outlining your issue and attach the proof of acceptance. This is usefull so that you have now lodge a formal document of complaint to them - that in the event of escalation you can show the judge you have done your part. Also, put a stop charge on the credit card and mention that in the email. Talking on the phone does not do much, imho.

This is the difference between a Dell completecare and at home service versus a Sager mail in service. I have never heard of Dell asking for a credit card for "security" for a replacement part - this is ludicrous and the worse thing is that I am expecting to buy the 900K from Sager when it come out through PCT, so for me personally, this is not good news.

Hope you are an exception - please keep the group posted as to what is happening.
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post #6 of 17
8/21/05 at 12:06pm
Thread Starter 
I will be calling on Monday and if that fails I am sending them a formal complaint letter.
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post #7 of 17
8/21/05 at 12:55pm
This is totally unacceptable; unfortunately taking legal action almost becomes like trying to sue the federal government...not such an easy thing to do. I feel for you because a very similar thing happened to me with Dell. They were trying to charge me a little over $1,000 in interest for a purchse because I didn't deliver payment to them before interest accrued. I had proof of delivery and even the signature from the person at Dell's office who signed for the delivery. I had in fact delivered it to them THREE days before the deadline, but they happened to hold onto the check for five weeks, saying I was five weeks late. So after sending five faxes and letters and getting really nasty with them, they finally admitted they were in the wrong.

This situation is tough even though BinaryCleric is clearly in the right. The question is why won't PCT and/or Sager step up to the plate to keep a potentially long-term customer happy. Look, Sager and PCT clearly have a stong business relationship. Are you telling me that one couldn't pick up the phone, call the other and say, "Hey, what can we do to work together to keep this customer happy"? Not that I'm anything to Dell, but I do buy probably a computer a year. Had Dell taken this approach, the computer I ordered last week would've been a Dell instead of the Sager I ordered.

I can honestly say I know what you're going through and I hope it gets worked out so that you're satisfied in the end.
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post #8 of 17
8/21/05 at 1:27pm
tnx for the heads up on what really happens after the purchase .
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post #9 of 17
8/21/05 at 2:26pm
Quote:
Originally Posted by ChrisinTn
This is totally unacceptable; unfortunately taking legal action almost becomes like trying to sue the federal government...not such an easy thing to do. I feel for you because a very similar thing happened to me with Dell. They were trying to charge me a little over $1,000 in interest for a purchse because I didn't deliver payment to them before interest accrued. I had proof of delivery and even the signature from the person at Dell's office who signed for the delivery. I had in fact delivered it to them THREE days before the deadline, but they happened to hold onto the check for five weeks, saying I was five weeks late. So after sending five faxes and letters and getting really nasty with them, they finally admitted they were in the wrong.

This situation is tough even though BinaryCleric is clearly in the right. The question is why won't PCT and/or Sager step up to the plate to keep a potentially long-term customer happy. Look, Sager and PCT clearly have a stong business relationship. Are you telling me that one couldn't pick up the phone, call the other and say, "Hey, what can we do to work together to keep this customer happy"? Not that I'm anything to Dell, but I do buy probably a computer a year. Had Dell taken this approach, the computer I ordered last week would've been a Dell instead of the Sager I ordered.

I can honestly say I know what you're going through and I hope it gets worked out so that you're satisfied in the end.
Actually sueing smaller companys like sager is rather easy as i have sued mnay companys such as dell....verizion and MCi. If you have a good lawyer like mine it would be rather easy. I dont want to get into detail why i sued but you are right its not the easiest thing but sager will be easier as they are a smaller company. If I was the coustomer and i was treated liek this ask for the supervisor then speak with the head of the company and if thew still are giving you proabs go and see a lawyer and ask them to right a letter to them as a warning and that most of the times work, if not take legal action immediantly dont wait. Also change your town of voice letting them know that they dont have complete control, but you do. I adivise you to let them know that you are serious about this situation and will approach this situation legeally.
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post #10 of 17
8/21/05 at 2:44pm
Hmm... like someone else already said, this really doesn't sound like sager, and i can't believe their doing this to you, that's horrible. When my hard drive broke down i did the same thing you did, sent an email to PCtorque, then then refered me to sager tech support, I emailed them, sent them my laptop's serial number and they offered to send the hard drive to me right away through their "cross shipping program" or something like that, where they send you the hd right away, but you put a deposit on it until you said in yours... i turned this down becaise it really seemed a bit fishy, it took a few days longer, but they sent me a new hard drive the day they recieved mine in the mail, and i didn't have to put any money forward. I've always had great experiences with the tech support dept, but i hear your story and feel for you, so yeah, take them to court, and throw the book at them! They have no right to treat you like that.
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post #11 of 17
8/21/05 at 4:10pm

I've Cross-Shipped a Lot

Quote:
Originally Posted by Vicviper
Hmm... like someone else already said, this really doesn't sound like sager, and i can't believe their doing this to you, that's horrible. When my hard drive broke down i did the same thing you did, sent an email to PCtorque, then then refered me to sager tech support, I emailed them, sent them my laptop's serial number and they offered to send the hard drive to me right away through their "cross shipping program" or something like that, where they send you the hd right away, but you put a deposit on it until you said in yours... i turned this down becaise it really seemed a bit fishy, it took a few days longer, but they sent me a new hard drive the day they recieved mine in the mail, and i didn't have to put any money forward. I've always had great experiences with the tech support dept, but i hear your story and feel for you, so yeah, take them to court, and throw the book at them! They have no right to treat you like that.
I've had a lot of problems with my 9860, and I've cross-shipped several times with them--they put a hold just like a hotel might, but then take it off right away. It works great for me. I don't really think that should be required, but I'm not them, and they're in business.

Has anyone else had the third-party warranty (as the original poster has) and had these problems? Maybe there's something going on there. They've been totally above board on everything I've had to deal with, though they still haven't fixed my problem (different long icky story).

Bottom line, they've proven trustworthy to me. I sure hope the problem is resolved soon for you.
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post #12 of 17
8/21/05 at 4:25pm
get this.. i had to send my dvd burner back to be replaced.. they totally wasted my money.. they said it tested fine in burning (which is total bs if they actually did TRY to burn a dvd).. and they also said they replaced it. now, I marked a part of the drive so that i know if it is mine or not.. low and behold.. when i got my drive back it was the same one i sent them.. thanks sager.. thanks a lot.

now i have a "new" burner that is already not working.. and i guess i am gonna have to go to trusty NEWEGG for a replacement..

i enjoyed my product from day one.. until this happened. i called them and they called me a liar. so much for spending over 2,000 on a laptop, huh?

i thought about calling/e-mailing pctorque about this.. but they prob wont do anything.. so whatever
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post #13 of 17
8/21/05 at 5:28pm
Quote:
Originally Posted by BinaryCleric
I will be calling on Monday and if that fails I am sending them a formal complaint letter.

PLease email me a your order ID as well as the RMA number for Sager and I will see that this gets sorted out.
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post #14 of 17
8/21/05 at 9:02pm
Quote:
Originally Posted by Luke@PCTorque
PLease email me a your order ID as well as the RMA number for Sager and I will see that this gets sorted out.
Luke, you're a legend ! thanks for stepping in for this guy...
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post #15 of 17
8/21/05 at 9:29pm
Thread Starter 
Luke, ygem.
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post #16 of 17
8/22/05 at 3:29am
Keep us posted as to what happens!

I'm starting to wonder if I'll come to regret my purchase of a Sager 9880, that's rma'd back at their company, as I type this....
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post #17 of 17
8/22/05 at 6:22am
From the original post it sounds like the warrenty company never sent the drive to Sager. If that was the case I would also call the warrenty company and raise an issue regarding thier imcompentence. Still like most I am surprised to hear how you were treated by Sager. Please keep us posted.
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