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Why PC Torque sucks - Page 2  

post #21 of 35
1/27/06 at 7:33pm
I actually think Sager deserves the ultimate blame on the warranty mess with their products. Why do they not offer the 3 year extended warranty that they can cover just like the initial 1 year? Which major manufacturers only offer a 1 year standard warranty with no option to upgrade, without outsourcing to another company? This is reason enough to consider moving to boutique shops such as Falcon, HyperSonic, Voodoo, etc. Of course, if PC Torque offers a warranty on their own that has Sager, the original source, do the repairs, then that would be a good option as well.
post #22 of 35
1/27/06 at 11:45pm
Quote:
Originally Posted by Luke@PCTorque
The only thing we really seem to be at fault for in this entire post is not responding to your email for support. All of your contract information is sent out to you by mail, as I am sure you heard by asking us for this information is that you should typically receive your warranty paper work with in 60 days of having received your system.
Hi Luke, about a week or so ago, I emailed you and Shaun concerning my warrantech warranty documentation. I received none since the purchase of the notebook+3 year warranty back in June 2005.

I also have not received any reply to my email from either of you.

Can you let me know how do I get the warrantech related info I am looking for?

Regards;

Manuel Santos
post #23 of 35
1/28/06 at 10:06pm
Quote:
Originally Posted by RoyBatty
It has nothing to do with PCTorque and you probably shouldn't bust their balls, but when it comes down to it they can't compete with dell's customer service. I just got my Inspiron 9300 and had a memory DIMM problem. One of my 1 gigers went out and "Josh" from India diagnosed it fine. Plus, I've go the in-home service.

I have nothing against PCTorque or Sager. Sager has cool deals on top-o-line laptops, but this time of round I went Dell (see sig). Maybe next time I'll go Sager again....or maybe Apple

not being able to compete is not an excuse for inferior service. the fact is companies like Sager should do more but they don't.
post #24 of 35
1/29/06 at 5:19am
Quote:
Originally Posted by ReDx
not being able to compete is not an excuse for inferior service. the fact is companies like Sager should do more but they don't.
do more ? inferior service ? what are you whining bout ? i just had to replace my optical cause it kept opening on a cold boot, dealing with sager was pretty sweet, they answered my emails and even called me to make sure i could remove the part and willing to take me step by step thru it, RMA # and its done.

The only comment is that I would wish they had an on-site service though instead of return and send policy...

I wonder if this a half of glass of water, some say it hald empty while some say its half full. Regardless, Sager did right by me so no WHINING here...
post #25 of 35
1/29/06 at 5:54am
Quote:
Originally Posted by Albsterama
do more ? inferior service ? what are you whining bout ? i just had to replace my optical cause it kept opening on a cold boot, dealing with sager was pretty sweet, they answered my emails and even called me to make sure i could remove the part and willing to take me step by step thru it, RMA # and its done.

The only comment is that I would wish they had an on-site service though instead of return and send policy...

I wonder if this a half of glass of water, some say it hald empty while some say its half full. Regardless, Sager did right by me so no WHINING here...
Maybe the cup's too big, eh?
post #26 of 35
1/29/06 at 5:58am
Quote:
Originally Posted by Penguin1257
Maybe the cup's too big, eh?
could be one of those SUPERSIZE me jumbo ones !!
post #27 of 35
1/29/06 at 12:21pm
In reference to the "Dell has superior customer service" comment, at least when I call PCTorque's customer service my call is NOT re-routed to "Bobby in India"
post #28 of 35
1/29/06 at 2:20pm
I take it that the issue has been resolved to a happy ending? If this is the case then I will close this thread, if not I'll keep it open.

yang <waves hi to everyone>
post #29 of 35
1/29/06 at 6:01pm
Well the difference between Dell and PCTorque really is that Dell would have deleted this thread and later shutdown much of their forum since so many people were complaining; PCTorque takes it like a man and fixes the issues they can.

http://www.pcworld.com/news/article/0,aid,121836,00.asp


I'm glad to see PCTorque get away from the email support and go to a web based method, too many people think that just because you send an email that the person you send it to will get it; not true. This new web based method will make sure everyone issue is seen and if like others I have used you can track the progress of your message.
post #30 of 35
1/29/06 at 6:01pm
duude dont even get me started on dell so called customer service... the last 3 pc's i bought from dell

1. has ran like crap since the day it was bought

2. bought extended warrantie, what happend? printed everything out including the extended warrenty, when it F#$ked up dell tried to pull a fast one on me. after spended nearly 3 hours on hold various times. and talkingto non english speaking rep's. i had to get a case number and they did not cover it evan thought we had paid extra for the warrenty and even faxed dell the paperwork. they F'ed me over

3 my sisters dell (i get very upset when thing happen to my little sister, she has a hard enough time with several paus. and being in a wheelchair. once again hour on the phone. ripped off again, no problem solved. this past year i bought her a acer 1690. she's never been so happy.

as for me. im not ever going to own another dell. EVER! i thought i might want an XPS. maybe a 9300 all fixed up.....NOPE. Just cuase i could doesnt mean i will. and will not.
post #31 of 35
1/29/06 at 11:05pm
When it comes to computers and customer service it's important to remember that customer service departments are run by people, and different people respond differently at different times on different days to different customer service calls. No two customer service calls are ever treated exactly the same and a characterisation of a company or even it's warranty/customer service departments based on one or even a handful of customer service calls is not necessarily true and accurate (or fair).

Similarly computers themselves demonstrate individual "personalities" for want of a better word and no two laptops (even of the same series or model) are ever exactly the same. One thing that you become very aware of after spending enough time on forums like this is that the vast majority of people who post on these forums are people who've had problems with their computer, or with a service provider - people are much more likely to take the time to post when they're unhappy than when everything’s just fine.

As such a lot of people get the false impression from forums that the majority are unhappy with a given product or service when in fact they're usually the more vocal exception - not the rule.
post #32 of 35
1/29/06 at 11:43pm
PCTORQUE is a great company with great service...

Try DELL and there crap CS, try AW and their even crappier CS...

There is no such thing as 100% customer satisfaction, it's a myth.

Saying PCT sucks is an opinion, and I do not share this opinion.

I think the problem starts when people start thinking that they are the only customer to support and that their issue takes priority over everyone else. If one proceeds to resolving an issue in the "Right way", the problem usually gets fixed the "Right way".

Good luck...
post #33 of 35
1/30/06 at 12:23am
Quote:
Originally Posted by Codename_47
If one proceeds to resolving an issue in the "Right way", the problem usually gets fixed the "Right way".
Key word being usually.

Key to my problem w/ PCT's been communication. That alone, if fixed, could've gone a loooooooooong way in keeping me a more satisfied customer. Not sure what I could've done differently to make sure I did things the "right way" so that things would've turned out the "right way," but... doesn't matter now, I guess. What's done is done. I just hope the communication from both PCT and Sager improves. Think the tone of a few of these threads would wind down quite a bit if that one area was improved upon.

Just my 1/2 cent worth.
post #34 of 35
1/30/06 at 1:45am
I agree with Friedtoast's comment that communication is key. Any company that can consistently respond to e-mails and phone calls in a timely manner with at least the promise (and fulfilment) of regular updates/follow-up goes a long way to achieving customer satisfaction. People hate being in the dark, they like to know where they stand (or at least that something’s being done about finding out where they stand).

This is apparent on eBay all the time, the vast majority of negative eBay responses are the result of poor/slow communication, people tend to immediately get suspicious, paranoid and generally unhappy if the communication channels fall down - a bit like in a marriage really.
post #35 of 35
1/30/06 at 2:06am
I believe this thread has gotten way off topic and seeing as the issue that this thread was originally opened under has been resolved... I will close this thread before it becomes a customer service debate between Sager and Dell, as that was not the intention of the threads creator.
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