Originally Posted by gsminardi
Sending the laptop back is not the point of the exercise. As a customer he deserves to be treated better. I am VERY surprised that PC Torque is not taking care of their customer because this is where they are usually top notch.
I dont think this sort of deal is worth this much trouble. If I went through a similar experience I would have my lawyers on the phone and my credit card company taking things into their hands.
No excuse - I dont see any reason why Special would have to make this up and I believe his story.
Sager has failed, PC Torque has also failed.
Now is the time for Damage Control and some clearer understanding of who said what over the phone to whom...I am mostly interested in the conversation with Tony and with the people at PC Torque.
ok, here are the ppl i have spoken to in the exact order from the time the problem arose:
1. PCT technical support. this is the number you get if you go through PCT's phone menu. it's 24-hour (very cool, imo). the tech was as helpful as he could be. i explained the problem to him and he asked me if i had heard a fan on the bottom of the laptop.
since i didn't (the only fan that went on was in the rear right corner. i think it was exhaust?), he suspected a defective fan that caused the CPU to overheat. he told me there isn't really anything he could do and suggested i call Sager for an RMA. fair enough, makes complete sense to me.
2. before calling Sager, i call PCT's sales dept. i figure they're the most familiar with these things and maybe i did something they would know about - hibernation mode, turning off the screen with a function key, a setting in the BIOS, etc. this is the guy who could give rat's ass. after a brilliant suggestion of making sure the battery is charged, he's at a loss and tells me he can't do anything... i should call Sager.
3. i call Sager (when i started this thread) and leave them a message. i get a call a few hours later and tell them the situation. the rep gives me an RMA number and tells me to send everything back. i do, and receive the replacement laptop 10 days later.
4. open the box to find a bare laptop. i leave Sager a message asking for the rest of what i paid for. i get a call back (again, about 5-6 hours later) and the rep finds my box. at this point he put me on hold for a few mins. i think he had to open the box to see if i did in fact return everything. strange that they would send out a replacement without opening what i sent first. not that this bothered me, i just found it weird.
he apologizes and tells me they'll send the rest out right away. this is the same person i spoke to when my first one died. he's very nice, patient and helpful.
5. 3 business days go by and i still don't have my stuff. i call PCT again praying i don't get the first guy i spoke with. luckily, Luke picks up and and i give him the scoop. he tells me he will contact Sager for me and send me an email with an update on the situation. i get an email with Tony's number a few hours later (he apologized for the delay). this is by far the most helpful thing anybody could have done for me. a direct number to an actual person. Luke rocks
6. i call Tony and tell him what's up. he tells me he will have a service guy call me back. 4 hours go by and no call. i call back, he cops and attitude and dumps me over to somebody else. this guy is helpful and tells me he will make sure my stuff is sent out that day.
scattered btwn each of these phone calls are messages i've left them, messages they left me, me missing their calls last minute, etc. that's why i hated the whole leave-a-message thing. i understand gsminardi's point and can see the convenience in it for some, but i am away from my desk a lot and a missed call means another voicemail... which means i have to call back and leave another voicemail telling them i missed their call.
i know what you mean, man... believe me. i am ready to throw in the towel. but i still don't think this is indicative of PCT's reputation - i think i was just in the wrong place at the wrong time. the fact remains that i need a laptop and bang for the buck, i believe the 8790 is the best out there atm (having used it, albeit briefly, i know it is perfect for my needs).
as gsminardi said earlier, the wait will be worth it (it friggin better be, hehe). i would rather deal with a bit of grief now and have a laptop i am happy with, than to settle for something that i won't like as much for the next 3 years or so. there isn't anything else i would consider buying right now
hopefully the gods will smile upon me this week and i'll get a the stupid adapter already lol. i haven't even taken the plastic bag or foam protector things off it yet. once i saw i had nothing but a paperweight, i put it in my drawer and it's been there for 3 days.