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Sager support

post #1 of 9
12/24/06 at 3:27pm
Thread Starter 
If you send your computer for repair while it's in warranty, do you know how long they keep it there until they send it back?

One of the SATA interfaces does not work and the HDD connected to it is not recognized. I don't want to be negative but I am a bit nervous that I might get the laptop in a worse state.
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post #2 of 9
12/26/06 at 2:36am
About 2 months for mine, but it required a motherboard replacement. Most others seem to get theirs back in a week or 2. Have you tried troubleshooting the problem yourself? Might save time if it turns out to be a simple cable problem, or if the HD is dead.
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post #3 of 9
12/26/06 at 2:42am
It all depends on the nature of the repair. When I sent mine in for a loose headphone jack, it was back to me in a little over the week (if memory serves).
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post #4 of 9
12/27/06 at 12:46am
Thread Starter 
Yes, I tried but only as far as replacing the SATA cable. And it didn't make any difference.
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post #5 of 9
12/27/06 at 2:22am
Quote:
Originally Posted by bogdanc
Yes, I tried but only as far as replacing the SATA cable. And it didn't make any difference.

I'm curious what model laptop you have?

I have a 5760 and the 2nd drive holder (used in lieu of CDROM) is SATA with an unusually small connector, but its easy to not push the drive/holder into the slot far enough. If the drive/holder is sticking out at all, then its not seated properly, and the SATA does not work.

Since you replaced the cable, I doubt you have a similar problem, but I'm still curious what laptop model you use?

Good luck.
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post #6 of 9
12/28/06 at 5:13am
Thread Starter 
I have a 9750. There is a SATA connector with 2 interfaces. The hdds are mounted on a metal frame. They look like bunked beds.
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post #7 of 9
12/30/06 at 3:02am
Thread Starter 
Here is the sad update.

I sent the laptop last Friday and I got it back this Friday. I spent 130$US to ship it next day to Sager, and Sager charged me 95$ to ship the laptop back to me with next day. They only pay for ground shipping so I payed the difference because I needed the laptop on Monday, 2nd.

I got the laptop, and guess what, they only replaced the SATA cable, and I have the same problem I had before I sent the laptop. Needless to say, I wrote in the rma request form that I already tried another SATA cable and it didn't make any difference. It seems that the comments in the rma request form are not read by the guys that do the repairs, so be sure include a piece of paper along with your computer that describes in very detail the problem. Which I did.

I just don't understand why the guy that did the repair didn't test the new cable?!!! Wouldn't you do it? If someone tells you a SATA interface doesn't work, wouldn't you test it by mounting the hard-drive before you ship it back? What IQ do you need to realize that these things have to be tested?

For now, I am convinced that this is my first and last Sager laptop.
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post #8 of 9
12/30/06 at 10:17am
Before you nail them on reseller ratings, the BBB, etc..., verify that the cable didn't come loose during shipping, and give them a chance to fix the problem.
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post #9 of 9
12/30/06 at 12:09pm
Thread Starter 
I hear you. I spent about 3 hours trying to get this thing working (checking the cable, trying the hard-drives, changing their positions etc).

And yes, I will wait for their answer before I move onto reseller ratings and BBB.

There are a few things I learned dealing with these guys:

1. The English language is far from being one of their strengths, and you have to choose carefully your wording and avoid expressions that might mean something else than what they mean literally.

2. The guys that did the repair did not seem to read the information I put in the RMA request form. I included a page along with the laptop describing the symptoms and how to reproduce the problem but I didn't repeat myself and I didn't tell them I already tried another SATA cable.

So, word of advise, if you send your laptop for a repair make sure you include a page as detailed as possible and provide all the information needed. Do your due diligence and remind them to test and eventually specify the steps necessary to test. And always remember point 1. And last but not least pray they will read it and understand it.
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