I wanted to share my experience with the extended warranty at Sager/PCTorque/Warrantech/whoever the heck I have to talk to. I purchased my laptop Christmas 2004, and a little over a year later, a key busted off my keyboard. No problem, I thought, they will be like Dell/Gateway and send a replacement in a day or two. As much as I hate to give Gateway any credit for their service (it's pretty bad), it is MUCH better than PCTorque/Sager's. Let me tell you why --
I originally contacted PCTorque in November by e-mail. Three days later, I received a response telling me to contact Sager. Okay, so I e-mailed Sager and waited another 3 days for a response that told me to contact PCTorque for any warranty issues (seems like I'm in an endless loop here). I called PCTorque to try to straighten this out, but their business hours make it impossible to get in contact with them. I left a voicemail and two days later, I received an e-mail telling me this time that they have NO RECORD OF A 4-YEAR WARRANTY I PURCHASED FOR > $300! After calling Sager and PCTorque each about 5 times (no joke), I FINALLY spoke with Shaun at PCTorque who was knowledgeable and figured out that a mistake on their part caused some of the confusion-- they entered my invoice number as my zip code and vise-versa... or something. So I'm thinking everything is going to be A-OK, so I contact Warrantech and after being on hold for over 1/2 hour and being passed around to 3 different people and doing a whole lot of yelling, they tell me they had no record of my warranty registration! I phoned the very knowledgeable Shaun again, and he was able to pull up my registration numbers, etc. Called back Warrantech and after another half-hour, my warranty is registered. Now, it's ANOTHER 7-10 business days until the registration is finalized and I can FINALLY FILE A CLAIM for my keyboard -- that is, if it's "covered." I have been keyboard-less for over a month, and this is getting very, very frustrating.
My advice... if you are going to buy a notebook from Sager/PCTorque, make sure you know there is a HUGE risk because it is near impossible to get any extended warranty support! Their policies are very confusing, and it is near impossible to figure out who to contact, and all three websites (Sager, PCTorque, Warrantech) are nothing more than repositories of worthless information with horrendous turn-around times. Beware!
I originally contacted PCTorque in November by e-mail. Three days later, I received a response telling me to contact Sager. Okay, so I e-mailed Sager and waited another 3 days for a response that told me to contact PCTorque for any warranty issues (seems like I'm in an endless loop here). I called PCTorque to try to straighten this out, but their business hours make it impossible to get in contact with them. I left a voicemail and two days later, I received an e-mail telling me this time that they have NO RECORD OF A 4-YEAR WARRANTY I PURCHASED FOR > $300! After calling Sager and PCTorque each about 5 times (no joke), I FINALLY spoke with Shaun at PCTorque who was knowledgeable and figured out that a mistake on their part caused some of the confusion-- they entered my invoice number as my zip code and vise-versa... or something. So I'm thinking everything is going to be A-OK, so I contact Warrantech and after being on hold for over 1/2 hour and being passed around to 3 different people and doing a whole lot of yelling, they tell me they had no record of my warranty registration! I phoned the very knowledgeable Shaun again, and he was able to pull up my registration numbers, etc. Called back Warrantech and after another half-hour, my warranty is registered. Now, it's ANOTHER 7-10 business days until the registration is finalized and I can FINALLY FILE A CLAIM for my keyboard -- that is, if it's "covered." I have been keyboard-less for over a month, and this is getting very, very frustrating.
My advice... if you are going to buy a notebook from Sager/PCTorque, make sure you know there is a HUGE risk because it is near impossible to get any extended warranty support! Their policies are very confusing, and it is near impossible to figure out who to contact, and all three websites (Sager, PCTorque, Warrantech) are nothing more than repositories of worthless information with horrendous turn-around times. Beware!
that is so wrong
