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Sager support experience

post #1 of 11
4/29/04 at 2:35pm
Thread Starter 
I dropped my 8790 yesterday, damaging the LCD in the process. This morning at about 8:30 a.m. I submitted a Sager online RMA request form. About 90 minutes later I received the RMA number via email from Sager tech support. Sager is about 30 miles from me, so I replied asking if I could drop it off myself. The answer was yes.

So far, so good. To be continued...
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post #2 of 11
4/29/04 at 4:05pm
Thread Starter 
Well, it turns out I won't have time to deliver it myself, so I'm shipping it UPS Ground. Should get there by Monday.
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post #3 of 11
4/29/04 at 4:09pm
Quote:
Originally Posted by Sushifiend3000
I dropped my 8790 yesterday, damaging the LCD in the process. ...
Please dont tell me that happened when you were taking the pics of the back and the bottom for me
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post #4 of 11
4/29/04 at 6:51pm
Thread Starter 
Please dont tell me that happened when you were taking the pics of the back and the bottom for me

No, it happened yesterday. I explained what happened here, with a picture showing the damage.
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post #5 of 11
4/29/04 at 7:42pm
Quote:
Originally Posted by Sushifiend3000
Please dont tell me that happened when you were taking the pics of the back and the bottom for me

No, it happened yesterday. I explained what happened here, with a picture showing the damage.

Oh ... that in a way is a relief (at least for me, now I wont have that on my mind), but I know what you feel, since something similar happened to me several years ago. Definetely not a nice experience...
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post #6 of 11
5/4/04 at 2:35pm
Thread Starter 

Shock and awe

I shipped my 8790 to Sager for repair on Friday. Just received it this morning (Tuesday), good as new. There was no invoice.

Maybe they felt sorry for me, having dropped it after only two days. This shouldn't imply that they could do the same thing for someone else under the same circumstances. I hope that it is some kind of unwritten policy over there. All I can say is thank you...

and WOOOOOOOOOHOOOOOOOOOOOOO!!!!!
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post #7 of 11
5/4/04 at 2:46pm
Wow Sushifiend3000, this is truly a good thing. I am completely surprised that such a thing happened, since the screen wasnt under the warranty.
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post #8 of 11
5/18/04 at 12:31am
I wish AW did this kind of stuff. lol I regret not buying a Sager laptop x100.
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post #9 of 11
5/18/04 at 5:18am
That's fantastic, Sushi! That's a huge positive for Sager in support. Literally amazing, really.

aquanda, you can always sell your AW You wouldn't be the first (and won't be the last, I'm sure). They're popular, too, so you should be able to get decent bucks out of it (especially if you eBay it- prices seem to stay fairly high there).
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post #10 of 11
5/18/04 at 5:56am
Man, that's terrific! But did you actually tell them you had dropped it?
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post #11 of 11
5/19/04 at 3:37am
Thread Starter 
In the RMA request I wrote, "Dropped..." and a description of the damage. "Dropped" is not covered by the warranty, no matter the context. I remain happily confused.

I'm thinking that maybe the damage wasn't as bad as it seemed. Maybe they just had to reset something, or maybe it was just a damaged backlight instead of the actual, uh, liquid crystals. Either way, the fact that there was no paperwork in the return shipment--no packing list, no invoice, nothing--tells me that it circumvented the standard out-of-warranty procedure, that someone chose not to leave a paper trail. Whatever the case, this incident goes a long way towards keeping a satisfied customer.
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