Originally Posted by Luke@PCTorque
Why your ideas on this sound good there is indeed a much bigger picture to look at. While Sager is the party responsible for up holding the warranty and in most peoples eyes all blame goes to them, but I really think there are 2 different types of situations that should be handled completely different.
Your computer arrivers and after a few days of use your HDD(Hdd can be replaced with any component that is not MFGed by Sager) goes bad and causes your system to crash. Despite Sager's testing they can not determine when a internal component will fail if it is fault of the company that made it, whether that be Toshiba, Intel, or whoever. I can't say that I would blame Sager for this as there is really no way to insure that every component in the system won't have an issue at some point or another.
You receive your system and it has intermittent issue, random BSOD, overheating, or whatever. At this point is where I would find Sager at fault, if a system has an out of the box issue it should be fault of whom ever assembled it. At this point the MFG should do what ever is necisary(with in reason of course) to get that user a working system. Sager for this reason has their policy for DOA systems.
I just wanted to clarify my point of veiw on this matter as I did not intend to come off like I was saying sorry about your luck your stuck with the cost.
Luke, I love ya man. But look at it from a different perspective...
Let's say you have a fall and break the edge off of one of your front teeth. You make the call to the dentist and at your appointment they tell you that you need a large filling to replace it and it will be $213.00 for this procedure. Ok, you agree and then the dentist fixes the tooth and you pay and then you go home.
Later that week, you are eating and suddenly the filling pops off and you are right back where you were, with a broken tooth.... except this time you are minus $213.00. Ok you call the dentist and luckily they can see you the next day.
They replace the filling and tell you that apparently they had a bad batch of the white filling material because they have had to replace several that week that weren't bonding correctly. Of course, the dentist (if he is smart) will not charge you AGAIN for this procedure and likely will try and be as nice and as courteous to you so that you will not think of them negatively.
Now realize, the dentist knows you don't give a rip about WHY it happened or if the bonding material was at fault or whatever... he just knows that you want it fixed as soon as possible and that you don't want to be inconvenienced any more than necessary and certainly don't want to pay for the same procedure again when it was no fault of your own. This is ethical and, really, just common sense business. The dentist isn't going to go on and on to the patient about KERR DENTAL PRODUCTS and them being at fault and they are the person who made the filling material or that PATTERSON DENTAL SUPPLY, the supplier, was the person they bought the materials from. He is going to give the person what they already paid for.
Now if you have Mr. TryAndKeepEveryPenny dentist who cannot fathom the thought of losing any money, even the (relatively) small amount that it would cost to replace the filling. maybe his approach is different. Could he say that he had to buy some new white filling material and so he will have to charge you again for that since the other was defective? Could he try and blame the patient for actually trying to eat on his tooth? Could he try and use PATTERSON or KERR and try to blame them and maybe try to use them as a way to charge the patient? There are hundreds of ways to try and milk this or make it something other that what it actually is- a problem that was brought about by a defective material, and this is NOT the fault of the patient. The dentist was the person providing the materials and the service, so ultimately HE/SHE is who the patient holds as responsible for making things right.
So, what does the (ethical) dentist do? Well, he eats the cost and the time of replacing the filling for the second time. But he does this knowing well that he may have lost time and money on it but that he is doing the right thing and that he has many more fillings and procedures to do so that this one small problem in the bigger scheme of things isn't going to make him close the office down. In fact, he will have a happy patient who sees that the Dr. went out of his way to replace his filling and not charged him. Now imagine that the dental procedure wasn't 200 bucks, but was closer to 4000 bucks......
Anyways, I just don't see how you can wish these common sense business principles away. It makes sense and is fair, no matter how you try to get rid of it. Now, I don't sell PC's but I CAN identify with the dentist because I have had problems go wrong with cases, things out of my control, things that could not even be explained... but in all cases, unless I could without a doubt identify that the patient was at fault (i.e. car accident, biting on fishing lures, eating rocks, well- you get the idea) and the procedure was done relatively recently (1 yr or less) then I redid it or repaired it at no cost. This is what you would expect from nearly any purchase or service and the principle is the same.
But like I said, I don't know how many units are sold and what profits are made from each of them. I do feel like Luke does his best to try and solve problems and that he is available in these forums and knowledgeable. That goes a long way for a vendor. So this is alot of typing about something as small as shipping, but I think alot of other vendors are starting to do what I am saying. Making the returns and repairs as painless and quick as they can and trying not to charge the customer for every small nickel and dime. Probably if the company selling the units had to deal with the shipping costs, it would prompt them to be more careful about the units- both during the original shipping and also during repairs to ensure that they are working properly and also who they use for the parts and materials to begin with-
again my 2 cents....