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Poor response from Sager support

post #1 of 21
1/6/04 at 6:43pm
Thread Starter 
On Dec 24th I got an email from sagernotebook.com regarding my RMA number for a bad HDD. They say it's OK. It IS bad. After it's first failure I got it to spin up after the BIOS didn't recognise it a couple of times. I took a backup of everything and "sanitised" it of any personal info. During this, it started making scraping and hissing noises that got worse until it lrt out a load squeal and stopped responding. After that it wouldn't spin up and the BIOS said I had no HDD. I checked all of the connections and could feel it twitching as the laptop started to boot but the drive never spun up. I believe it is a bad bearing issue so I asked that they retest it. That was in Dec 24th. I've sent 2 more emails since then to the person who originally contacted me from Sager and 1 more to the websupport@sagernotebook.com address. Still no reply.

How can I get a response? Is there a number to call?
This sucks!
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post #2 of 21
1/6/04 at 6:52pm
Hi Jim,

Before anything else, yes, there is a number. You can call 800-741-2219 for your lifetime tech support.

On to your problem...just to make certain, did they have your drive in for testing? You mention and email regarding your RMA number, but you didn't say you sent it to them.

If they did have it in and it is still not functioning, I am sure that you can work out getting a new one. If you have not sent it in, we will have to tell them you want to RMA this one as it no longer functions.

I am sure we can fix this for you. Can you email me your correspondance with the tech from December so I can forward it for you?

Thanks!
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post #3 of 21
1/6/04 at 7:01pm
Thread Starter 
They gave me an RMA#, received it on Dec 17th and tested my drive with no apparent problems. THAT's the problem, they say the drive checks out OK. I just asked that they continue to let it run and let me know. I've been asking for some sign from them that they got my email and will or will not continue to test it.
I'll send my correspondence to your email address.
Thanks, Laura.
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post #4 of 21
1/6/04 at 7:33pm
Got your email...I will let you know what I find out for you.

Thanks!
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post #5 of 21
1/6/04 at 9:02pm
Thread Starter 
No, Laura... Thank, YOU.
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post #6 of 21
1/6/04 at 10:03pm
It seems we are seeing quite a few of these disks dying premature deaths, or is it just a statistical anomoly? What disk type was it Jim?
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post #7 of 21
1/6/04 at 10:27pm
Quote:
Originally Posted by aussie
It seems we are seeing quite a few of these disks dying premature deaths, or is it just a statistical anomoly? What disk type was it Jim?
This is exactly what is causing me pause with ordering a Sager or Prostar notebook. I owned a Prostar notebook about 8-10 years ago. It ran pretty hot, and I had to replace the disk annually - until after 3 years, I just gave up and bought a Gateway. Based on the specs, I really want to go with a 4080 or 5680, but I really don't want to get "burned" twice.
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post #8 of 21
1/6/04 at 11:37pm
you have to figure how much stress these drives go through... absolutely no ventilation, and they get HOT. i mean the bottom of my 4780 is hottest where my hard drive sits.... 7200RPM hdds 1cm thick and packed in a tight, airless laptop tend to not last long.

electronics+heat= no more electronics
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post #9 of 21
1/7/04 at 10:12am
Thread Starter 
It was a 60GB, 5400 RPM Toshiba. I'm sure it's an anomoly. I'm using my old Dell I8000 as my backup laptop for now. It sucks. I guess it can't suck that much, IT'S still working.
We'll see about the hard drive. It's a little disconcerting that the drive actually tested OK for them. I could not get my 8887 BIOS to even recognise the drive. This is beginning to wear on me. It has been 3 weeks since they received the drive. It's been 2 weeks since I've heard from them. THAT's the part that pisses me off.
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post #10 of 21
1/7/04 at 8:36pm
Thread Starter 
Well, I STILL haven't heard from these clowns. I'm gonna call. That's one hell of a warranty program. It must save them millions. They just say it's not broken!
Laura, have you heard anything? I just left a message. I don't hold out a lot of hope.
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post #11 of 21
1/7/04 at 8:51pm
Quote:
Originally Posted by JimM
Well, I STILL haven't heard from these clowns. I'm gonna call. That's one hell of a warranty program. It must save them millions. They just say it's not broken!
Laura, have you heard anything? I just left a message. I don't hold out a lot of hope.

I recently had a bit trouble getting my rma # from Sager as they didn't contact me until I let Tom at PCTorque know what was going on. I shouldn't have waited so late into my thirty days to contact them, but I thought it would be a one or two day turnaround to get an rma. It is great to have PCT on your side and while I had some hardware problems with my 5680 I would buy from them again in a heartbeat.
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post #12 of 21
1/7/04 at 11:22pm
Quote:
Originally Posted by JimM
Well, I STILL haven't heard from these clowns. I'm gonna call. That's one hell of a warranty program. It must save them millions. They just say it's not broken!
Laura, have you heard anything? I just left a message. I don't hold out a lot of hope.
I just got a message that it is being taken care of. A new drive is shipping out to you tomorrow. I am told that you were contacted, so will you confirm this for me? I have a tracking number if you didn't get it already.

Thanks!
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post #13 of 21
1/8/04 at 12:34am

My newest experience with Sager tech support...

NP 5660 Problems :-
------------------

1] Primary battery Failure
2] Worn out LCD top cover (the top of the laptop cracked near the hinge)

Process Flow :-
---------------

emailed Sager - got RMA the next day - shipped out laptop with CLEAR instructions about the problems (including drawings just to make sure the koreans or chinese change the right part with no misunderstandings) and shipping address reconfirmation - did not get ANY email from them after that and no tracking number either - one day almost 2 weeks after I shipped to them the laptop arrives

Everything is fixed and working great...but I am upset that they didnt email me at all during the process. I wasnt charged for anything and the new casing on the top looks good - nice that they changed it because they could have said "Its a cosmetic defect thats not covered under warranty" and made me pay for it...(should have been cheap but whatever...)

Overall :-
---------

Im quite satisfied...they get the work done and they dont give you a hard time at it...

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post #14 of 21
1/8/04 at 12:40am
Uh oh...I'm about to send my Sager away tomorrow for what I think is a HDD problem...
but I start school again on the 18th, so I really need it as close to that date as possible. I don't want to be out a computer for the first month of next semester's classes.
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post #15 of 21
1/8/04 at 2:52pm
Thread Starter 
Quote:
Originally Posted by Laura@PCTorque
I just got a message that it is being taken care of. A new drive is shipping out to you tomorrow. I am told that you were contacted, so will you confirm this for me? I have a tracking number if you didn't get it already.

Thanks!
I spoke to them but they never emailed me a tracking number. Could you send it to my lycos.com address I used to send you my correspondence. Thanks again, Laura. You've been a great help.
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post #16 of 21
1/8/04 at 3:03pm
Would you rather they were fixing your problem of spending time emailing you every time they did something to it.?
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post #17 of 21
1/8/04 at 3:25pm
I wanna know if they got it or not...dont you??

And yes - I want to be updated, I want a tracking number sent to me, I want to know what was wrong and what they fixed.

It IS my laptop see...
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post #18 of 21
1/8/04 at 3:38pm
Yeah ok fair enough - but an email at the end of the fixes would be fine I think - not one every five minutes with a status.
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post #19 of 21
1/8/04 at 4:12pm
Quote:
Originally Posted by JimM
I spoke to them but they never emailed me a tracking number. Could you send it to my lycos.com address I used to send you my correspondence. Thanks again, Laura. You've been a great help.
All sent, CYE!

Thanks!
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post #20 of 21
1/8/04 at 4:23pm
And this points out again why buying through a reseller is a good idea. Not that SAGER is inherently bad, but they are under a lot of stress these days, mostly because of burgeoning success, at lot more than they expected.

Having a reseller like PCT on your side can help immensely. One little customer who bought one machine doesn't get the attention of a reseller that has sold thousands of machines. Plus, the reseller agent, like Laura, most likely has developed a relationship with the various folks at SAGER and knows who to contact, when and how.

And yes, you folks at PCT can take another bow, if your backs aren't already too sore from the constant exercise.
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