Discountlaptops.com vs Pctorque.com Customer Service - Page 4  

You might want note that that is only if you get their extended warranty which is at a cost.

1. Retail, is sold at retail outlets, not by venders.
2. See 1.

1. Repair transit coverage is not currently in affect for the 1st year.
2. See 1.
3. There is not a no lemon policy in affect.
4. During extended warranty us.


We frown on price discussion, as it does promote price wars. I brought it up because you post implied that it was an included option with the notebook. It is only with the purchase of an extended warranty.

The price has been deleted, please note price comarisons will deleted as they are against the rules on this forum.

Phillips Warranty

I figured i'd add my 2 cents about the add-on Phillips warranty. I bought my 5680 2 yrs ago from PCTorque (great place to buy from) and had a couple of issues which Sager fixed quickly. I then fell outside the Sager warranty and into the Phillips warranty. I had a couple more problems with my lappie (failed HD, having to boot it twice to get it to come up) and had to engage Phillips.

This is the point where it gets ugly. With the exception of two support people, Phillips (really ServiceNet) was one of the worst warranty companys I've ever dealt with. The first time I sent my laptop in, they had it for over a month. Come to find out, the laptop support contracter they used was owed money and wouldn't release my laptop until ServiceNet (Phillips) payed them. I get the laptop back, they said they replaced the MB, but the HD was still dead....so I send it back to ServiceNet but to a different subcontracter now. It comes back with a new HD, but now the MB is still having the same original problem (not booting consistently). At this point ServiceNet promises to replace my laptop, but I try to get ahold of a supervisor to get this taken care of and I get no calls back. After about 20 hours of my time and two months of no laptop, trying to get ahold of someone who can clear up the issue, I finally get them to commit to replacement. At this point, they attempt to lowball me with a low level Sager that in no way compares to my 5680. Another 3 days goes by while I walk them through my 5680 specs and point out the closest comparable lappie. Finally, I just get them to cut me a check for the replacement.

I used the check to buy a Dell 9300. I did this not because I don't enjoy Sager (I love it), not because I don't like PCTorque (great support, Adam & Luke rock) but because the extended warranty was the worst experience I've ever had. In all the talks w/ one of the Phillips employees, he told me about how poorly it is run and how bad the customers complain because their management balks at getting engaged in customer issues. I honestly believe that the only reason I finally got them to do something is because I had to threaten legal action.

Again, PCTorque ROCKS!

You deal directly with Philips...which is actually ServiceNet. I do not recommend them and would like to see PCTorque sell an alternate extended warranty.

I speak solely from my experience which extended over two months and involved approximately 4 tiers of their management and support staff. Personal conversations with one of the employees I became friendly with (through my many calls) revealed that the employee's opinion of their management and business practices were just as low as the customers. Frankly, I will never purchase anything that is supported by ServiceNet (Philips) again. I don't have a problem working with a company who is having issues but wants to help...I do have a problem with a company that lets things slide for whatever reason.

One note....In the two months that I worked with them on my laptop, I NEVER received a proactive call to update me on the status of my laptop repairs...NOT ONE CALL. I had to call each and every time (minimum of 20 minutes waiting on hold in the queue each time).

PCTorque wierd restrictions

so, why does the pctorque warrenty not cover vital componets such as the motherboard, fans, lcd inverter, usb controller, and memory?

That was indeed poor wording, it has been updated.

1. I don't think it could be stated any better than you just did, wear and tear is not covered by ADP, it is covered by a normal warranty.

2. About hte best answer I can give you is they thoughly test all the components and determine from there, every case is different.

3. If you receive a defective laptop again the same applies as the 1st time.

4. We will not warrant a component we did not sell, and as such if the component causes the laptop to fail and or damages the laptop it will not be covered by your warranty. Changing out compnonets and breaking your notebook falls into the realm of willful damage and will not be covered.

To more specifically answer that question, if you chang out your HDD and your CPU fails... we will still replace your CPU.

Motherboards, fans, CPUs, RAM -type components do not incur wear and tear. Those parts are covered under the warranty for the term of the manufacturer or extended warranty period.

Examples of wear and tear items may be the casing or the keyboard.

ADP coverage does cover wear and tear items in the extended waranty period, but the standard extended warranty may not depending on the circumstance.

Exampe. The painted-on letters are scratched off a key after several years typing, then a replacement keyboard may not be covered under an extended warranty without the ADP coverage. But, an ADP claim can be made to have the keyboard replaced under the ADP provision.

A little better with words than I Matt