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PCTorque/Sager/Phillips Support

Poll Results: How long will it take me to get my Sager laptop fixed?

 
  • 15% (2)
    7 days
  • 0% (0)
    14 days
  • 30% (4)
    1 month
  • 53% (7)
    NEVER
13 Total Votes  
post #1 of 21
4/17/07 at 6:47pm
Thread Starter 
I'm on day 5 of trying to get in touch with PCTorque. I have now emailed Luke and Charles (today), emailed PCTorque through their contact website (5 days ago), and called every day. I contacted Sager and Phillips warrenty service the first day and both of them responded very quickly. Basically I need PCTorque to send Phillips my warrenty information so they can handle the issues i'm having with my laptop, which are severe being that it won't start up due do a power issue and may need a new mother board or battery. So I have now been without a computer for 5 days, and the time keeps ticking.

I will be posting here every day with the progress that I make, but right now, 5 days isn't looking so good withouth a working computer (4881 1.5 years old). Hopefully this post will show how good or poor their service is so other people who are purchasing a sager laptop with an extended warentee can see the true service they should expect for their money. Right now its not looking good.
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post #2 of 21
4/18/07 at 12:30pm
Thread Starter 
It is now day 6. Called PC torque again and send them another email through their website. Still no response. I've also contacted Phillips who is now also trying to contact PC torque.
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post #3 of 21
4/18/07 at 2:41pm
Have you checked PCT's website for your invoice record? You will have to login using the information you gave when the order was placed.
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post #4 of 21
4/18/07 at 3:55pm
For the record I no longer work for PCT. . .
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post #5 of 21
4/18/07 at 4:04pm
Thread Starter 
Yes. When going to: http://www.pctorque.com/login.php
I get the following error:

Currently Under Development

We appologize but at the current time this page is under development. If you need order status or need any other information please feel free to contact us.

We currently are under going a new Order Status system that will be developed shortly and will offer up to date status on all orders with in our system.
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post #6 of 21
4/18/07 at 4:14pm
Thread Starter 
Thanks for responding Luke. Any ideas why they might be so unresponsive?
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post #7 of 21
4/18/07 at 5:30pm
Wish i knew. . . I saw Charles respond to a guy 2 days ago:
http://www.notebookforums.com/thread195033.html

Not sure what the communication barrier w/ PCT has been. Though i can still access my PCT email(LoL) and your email is in there. From the invoice your have a warranty that was covered by ATS warranty, see here:

http://www.notebookforums.com/thread185483.html

Sorry to be the one to deliver the bad news
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post #8 of 21
4/18/07 at 5:31pm
XXZMAN11XX, I have sent you a PM to contact me as we have had some downtime trying to get our new site launched and we are extremely shorthanded. Anyway, I will be sending you a copy of your original invoice, Unfortunately it seems you had a warranty with the now defunct ATS Inc. Please respond to my PM to further resolve this issue. ty.
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post #9 of 21
4/19/07 at 11:18am
Thread Starter 
Day 7, got in touch with charles but no information on the warranty that I purchased.

Thanks for the information Luke, but I have already read both threads. Its funny that when I purchased the computer I recall it specifically saying the warrenty would be with Phillips. I wonder if pc torque will do anything about the warranty problem. I can't find any information about ATS going bankrupt and from what I saw it looks like they are still a fully opperational company. Are they just no honering Sager warrenties because there are so many problems? Does anyone know of anwyere that I can find more information about this problem with ATS?
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post #10 of 21
4/23/07 at 3:55am
muahahaha, your laptop will NEVER be totally fixed, because it will die again eventually.. Welcome to Sager Hell

wow, that sounds really dark when I read it back to myself *posts*
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post #11 of 21
4/23/07 at 2:11pm
Quote:
Originally Posted by dopee
muahahaha, your laptop will NEVER be totally fixed, because it will die again eventually.. Welcome to Sager Hell wow, that sounds really dark when I read it back to myself *posts*
Huh. . . all my Sagers have run fine, perhaps user error?
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post #12 of 21
4/23/07 at 5:08pm
"Sager Hell"..... I too have never had any trouble with my Sager besides user error and I have put my sager through my own little version of hell. If you ask me Sager computers are top notch.
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post #13 of 21
4/24/07 at 12:09pm
Thread Starter 
I'm not saying that their computers suck. The reason why I bought it initially was because I thought they would be better quality then Dell and you could get the same laptop with the same specs for about 500$ less. Mine broke (Not user error, the thing just progressivly stopped charging the battery to the point where it won't boot up, and the power connector became loose from the mother board).

I think i'm on like day 14 or 15 now. Trying to get an RMA # from Sager, and it will probably cost me around 400-500$ to fix. So in total, i've gone about 2 weeks without a computer and i'm estimated to lost about 800$ if you include the 300$ warrenty.
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post #14 of 21
5/1/07 at 12:28am
Sympathize w/ you over the communication issues. Been there, done that and know it's not any fun at all when you've got issues that you want addressed.

Unfortunate that you got sucked into the ATS mess Can't really count that against Sager- I'm sure if they knew that was going to happen, they wouldn't have chosen them.

Hopefully you can get things squared away.
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post #15 of 21
5/3/07 at 12:02am
www.atswarranty.com/



Ats Warranty Inc
4895 Outland Center Dr # 101
Memphis, TN 38118

(901) 345-5600
(901) 362-2612


...If this is them you could always try to give them a shout. I looked everywhere but could not find anything relating to bankruptcy (that means absolutely nothing) .... The folks @ PCTourqe should be able to better direct you to information regarding that. I'm sure they have it considering how it affected them.


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post #16 of 21
5/3/07 at 1:11am
lol...Try dialing the phone numbers. The lines are dead. And there is no form for repair services hosted on that website. ATS went bankrupt and disappeared.
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post #17 of 21
5/21/07 at 11:41am
Thread Starter 
It's now been over a month since my laptop stopped working. I sent my laptop to Sager over 3 weeks ago to be repaired and I have yet to hear anything about my laptop even being looked at.

Your package for RMA:##### was received 2007/05/10

Talk about horrible service. I was able to get in touch with sager support last week with them saying that my laptop hasn't been looked at. So Sager has now had my laptop in their possession for 11 days and have not yet looked at my laptop.

As far as any customer service goes, this is by far the worst experience I've ever had with any company ever.
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post #18 of 21
6/3/07 at 3:32pm

condolences

Quote:
Originally Posted by XXZMAN11XX View Post
It's now been over a month since my laptop stopped working. I sent my laptop to Sager over 3 weeks ago to be repaired and I have yet to hear anything about my laptop even being looked at. Your package for RMA:##### was received 2007/05/10 Talk about horrible service. I was able to get in touch with sager support last week with them saying that my laptop hasn't been looked at. So Sager has now had my laptop in their possession for 11 days and have not yet looked at my laptop. As far as any customer service goes, this is by far the worst experience I've ever had with any company ever.
Somehow, this is all really funny in a sick way. First my ADP is "lost" to ATS - but ADP is still being offered for new purchases. A bit "ironic". Second, the Sager 3 year warrently I purchased - if something breaks, results in Sager refusing to repair my laptop. Additionally, this prevents me from repairing it myself - because they don't have the integrity to either fix it or refuse to act - so they just sit on the laptops and don't return anything to the customer - even a reply. I have to say that this makes SAGER laptops the worst laptops available - irregardless of how cute the hardware looks. No serious laptop user would ever purchase a product that has such a negative support record. This looks very bad for Sager, at least the resellers should follow up, in my humble opinion. Of course, I have not yet tried Sager 3 year support myself, but I'm also not looking forward to that day if it comes.
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post #19 of 21
6/4/07 at 12:36pm
I have not used Sager's own warranty yet, but I have had to use Philips twice now on this unit and twice on my last one (Prostar). I have found the CS reps at Philips to be quite helpful most of the time, although I am not real happy about having to go through Micromedics to get repairs when Sager ends up repairing it anyway. Ends up adding 2-3 weeks to the repair time for basically no good reason that I can discern. It does take Sager some time occasionally to get to your unit (I'm assuming they are swamped with work), but once they do, they get it done pretty fast. My best advice is to CALL frequently, 2-3 times per week, so nobody forgets about you or your machine. I keep a sheet of paper handy with all the phone numbers and claim/RMA numbers for Philips, Micromedics and Sager, and believe me, I make use of it. My machines have always been returned in good working order, although not always promptly.

When they are working, these machines are probably the best there is. However, downtime seems to be rather common and repair times are somewhat extended, so if this is to be a primary machine (esp for business), either look elsewhere or have a good backup machine.
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post #20 of 21
6/4/07 at 5:05pm
Good advice, axleman. Additionally, with both the order process and repair process, ask the name of the person you speak to on the phone, and ask for them by name each time you call again. That way that person will remember you and will feel more personally responsible for you as a customer.

I had a "personal shopping assistant" when I needed to order an accessory for my laptop direct from Sager, and it was a much more efficient experience than all my other dealings with Sager.
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