Sorry to all but this is just a Venting tirade.
I had to send my 9860 back for a motherboard replacement. Unfortunately for me my factory warrantee was long gone and I had to use my Warrantech warrantee that I purchased as an extension just in case. ( I highly reccommend you do this so you can get your machine repaired without it costing you an arm and a leg. )
Well this is how they seem to work. I called to file a claim and they tell me they have the membership number but that I never registered it. I did but it was on the web site and I must have screwed it up somehow. Not sure how but it wasntdone. So I register it with them. They then tell me it takes 2 weeks for it to get put into the system so that I can file a claim. Well the 2 weeks go by and I call back (this is killing me to be without my machine already for 2 weeks while I can see it sitting there but there is a paper snafu and what can you do right?) Well then I call back ( I wait on hold for 55 minutes before I spoke to anyone again. So I am in a bad mood now ) and they tell me that there is some thing wrong with there system and I now have to wait another week before I can file a claim. I blow my top and yell at the poor person who gives me the bad news and then I realize it really has nothing to do with them and I appologized. I wait another week and call them again to file my claim and this time I get thru in only 38 minutes. They process my claim and tell me they are going to have to send it to MicroMedics for repair. At this point I tell them that this is not your every day laptop and it should prob go back to the factory for repair because getting parts is very difficult. ( or seems to be for me anyway. I repair desktops a lot and I have a bunch of distributors I work with to get parts and they dont carry the Clevo D900T parts.) They tell me then MicroMedics are the people they deal with and if it is determined that they cannot fix it they may indeed send it back to the factory for repair but in order for it to be covered by my warrantee I must follow thier normal operating proceedures. I say ok and then ask for the Address I need to send it to and they inform me that no I must wait some more for MicroMedics to send me the box that I need to ship it to them in. I inform them that I still have the box that Sager originally packaged my Laptop in and that this is not an ordinary laptop and that the box will most likely have to be bigger than what you would expect to ship a laptop in. They tell me it is ok and not to worry. Well that was on a thursday and the box didnt arrive untill the next Wednesday.So now it has been a month since my computer has been working and it has not even left the building to be repaired. (the box btw was way too small and I had to put thier label on the Sager box anyway. )
Next I ship it to MicroMedics. I am very impressed with thier tracking system because it is updated quickly as things change in the statis and if you call them someone always picks up the phone and are very helpfull. I would reccomend them highly if you didnt own a Sager. They took in my system and put it thru digagnosis. This took a couple of days and was to be expected. I prob am not the only thing they have to do there. I wait about a week from the time they get it and I sent them an E-Mail asking why it says "Diagnosis complete" and nothing else for about 4 or five days. They call me right away and tell me that they know it has a bad logic board and that they are trying to track down parts for it as we speak. I say thank you very much and express my hope to get my laptop back soon. they are very polite and helpfull like I said. A very good customer service plan there. Ok so a few more days go by and the website now says that they are contactine the customer and my warrantee company. I called right away to see what this meant. They say that they must recieve an ok to send in in for factory repair since they cannot get parts for this particular machine. They also tell me that they must wait for a responce from Warantech so they can go ahaed and do this. I ask how long is the normal responce time from them since Every time I call them it takes me almost an hour to speak with someone. ( a little exaggerated but not by much ) They tell me it takes a while sometimes and there is no average responce time that they can quote to me. Well I go back into waiting mode and now another week goes by and I decided to call Warrantech they tell me they have recieved the email request and have responded to it that very morning. I asked what took them a week and the responce was so stupid that I almost exploded on the guy. He tells me that they get a lot of emails sir and it takes a while to go thru them all. I then have to explain to them that if you get say 2000 emails a day and you can only look at 1500 per day that eventually you will never be able to respond to any emails since every day you are loosing ground and mayby they should hire someone to answer the E-Mails and mayby even the phone. This was not recieved well but I am going nuts without my computer.
So as of yesturday my computer has been sent back to the factory. They said they sent it 2 day air so it wont even be recieved untill tomorrow and then they inform me that the computer was sent in from MicroMedics and will have to be sent back to them before I receive it. They say that the normal turn around time for this is 3-5 weeks. So now I am looking at mayby another month or more before I see my Laptop.
Ok Vent Over
I had to send my 9860 back for a motherboard replacement. Unfortunately for me my factory warrantee was long gone and I had to use my Warrantech warrantee that I purchased as an extension just in case. ( I highly reccommend you do this so you can get your machine repaired without it costing you an arm and a leg. )
Well this is how they seem to work. I called to file a claim and they tell me they have the membership number but that I never registered it. I did but it was on the web site and I must have screwed it up somehow. Not sure how but it wasntdone. So I register it with them. They then tell me it takes 2 weeks for it to get put into the system so that I can file a claim. Well the 2 weeks go by and I call back (this is killing me to be without my machine already for 2 weeks while I can see it sitting there but there is a paper snafu and what can you do right?) Well then I call back ( I wait on hold for 55 minutes before I spoke to anyone again. So I am in a bad mood now ) and they tell me that there is some thing wrong with there system and I now have to wait another week before I can file a claim. I blow my top and yell at the poor person who gives me the bad news and then I realize it really has nothing to do with them and I appologized. I wait another week and call them again to file my claim and this time I get thru in only 38 minutes. They process my claim and tell me they are going to have to send it to MicroMedics for repair. At this point I tell them that this is not your every day laptop and it should prob go back to the factory for repair because getting parts is very difficult. ( or seems to be for me anyway. I repair desktops a lot and I have a bunch of distributors I work with to get parts and they dont carry the Clevo D900T parts.) They tell me then MicroMedics are the people they deal with and if it is determined that they cannot fix it they may indeed send it back to the factory for repair but in order for it to be covered by my warrantee I must follow thier normal operating proceedures. I say ok and then ask for the Address I need to send it to and they inform me that no I must wait some more for MicroMedics to send me the box that I need to ship it to them in. I inform them that I still have the box that Sager originally packaged my Laptop in and that this is not an ordinary laptop and that the box will most likely have to be bigger than what you would expect to ship a laptop in. They tell me it is ok and not to worry. Well that was on a thursday and the box didnt arrive untill the next Wednesday.So now it has been a month since my computer has been working and it has not even left the building to be repaired. (the box btw was way too small and I had to put thier label on the Sager box anyway. )
Next I ship it to MicroMedics. I am very impressed with thier tracking system because it is updated quickly as things change in the statis and if you call them someone always picks up the phone and are very helpfull. I would reccomend them highly if you didnt own a Sager. They took in my system and put it thru digagnosis. This took a couple of days and was to be expected. I prob am not the only thing they have to do there. I wait about a week from the time they get it and I sent them an E-Mail asking why it says "Diagnosis complete" and nothing else for about 4 or five days. They call me right away and tell me that they know it has a bad logic board and that they are trying to track down parts for it as we speak. I say thank you very much and express my hope to get my laptop back soon. they are very polite and helpfull like I said. A very good customer service plan there. Ok so a few more days go by and the website now says that they are contactine the customer and my warrantee company. I called right away to see what this meant. They say that they must recieve an ok to send in in for factory repair since they cannot get parts for this particular machine. They also tell me that they must wait for a responce from Warantech so they can go ahaed and do this. I ask how long is the normal responce time from them since Every time I call them it takes me almost an hour to speak with someone. ( a little exaggerated but not by much ) They tell me it takes a while sometimes and there is no average responce time that they can quote to me. Well I go back into waiting mode and now another week goes by and I decided to call Warrantech they tell me they have recieved the email request and have responded to it that very morning. I asked what took them a week and the responce was so stupid that I almost exploded on the guy. He tells me that they get a lot of emails sir and it takes a while to go thru them all. I then have to explain to them that if you get say 2000 emails a day and you can only look at 1500 per day that eventually you will never be able to respond to any emails since every day you are loosing ground and mayby they should hire someone to answer the E-Mails and mayby even the phone. This was not recieved well but I am going nuts without my computer.
So as of yesturday my computer has been sent back to the factory. They said they sent it 2 day air so it wont even be recieved untill tomorrow and then they inform me that the computer was sent in from MicroMedics and will have to be sent back to them before I receive it. They say that the normal turn around time for this is 3-5 weeks. So now I am looking at mayby another month or more before I see my Laptop.
Ok Vent Over
You just want to strangle someone...You know that they are aware the repair system is "broken" (taking almost 2 months to get a laptop repaired)...I would be asking if your warranty will be credited for the 2 months your lappy spent in limbo...
