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Warranty Not Being Upheld!!! - Page 2

post #21 of 51
10/20/04 at 3:55pm
Perhapse i was not clear enough, here is what i heard from Sager.

Quote:
Originally Posted by Sager
LCD Screens “CAN NOT” be repaired by SAGER, LCD Screens “CAN” be repaired by the LCD manufactures or their authorized service centers. But the turn around time is normally 1 to 2 months, and often they are not repaired but just replaced with refurbish replacements, giving SAGER no control on the return screens.



In a case like what this user is faced with the LCD can not be repaired by SAGER it has to be send out, SAGER can and will replace the LCD screen with one of the “REFURBISHED” screen we have on hand. But from pass history SAGER had with cases like these, the users often worries about the screen they will be receiving, and ask if they can get a new screen.



SAGER had decided to provide such option at the cost of $250.00 to the user for the pass three years, with all of the users been very happy with such option. As the users gets a brand new screen, also because the service use screens are purchased under a different contract these screen are generally free of any pixel flaws.



This is where the misunderstanding has began, it appears that our techsupport team had started to think most users will pay the $250.00, And started to offer such option to our users and only this option without providing the complete correct details, ignoring that the screen should be replaced and send out ASAP with a “REFURBISHED” screens.



This users system will be repaired and send out ASAP unless we hear otherwise.
Sager is offering a free repair option, with refurbished parts.
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post #22 of 51
10/20/04 at 4:14pm
Sounds fair and in compliance with the warranty.
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post #23 of 51
10/20/04 at 4:39pm
So how does the 1-2 month turn-around time play into the warranty's 72 hour turn around time? I'm just reading two very different things..

As for using refurb parts.. Personally, if it's a relativelly brand new laptop, I don't see how or why they would do that.. Well I see why they would, but I don't believe they should..

I'd call it a lemon and take it back... I like Sager too much though, so I use duct tape..
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post #24 of 51
10/20/04 at 4:52pm
Quote:
Originally Posted by Sager
...SAGER can and will replace the LCD screen with one of the “REFURBISHED” screen we have on hand....
It would take 1-2 months to repair his screen but Sager will replace it with one they have already got back from the manufacturer.
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post #25 of 51
10/20/04 at 5:04pm
I can't believe "most" people are paying $250 extra to get a "new" screen warranty replacement. (Not as in, I don't believe you, but in that is just astounding to me.)

What's the deal with the refurbs? What's the quality? If I bought a Sager and got "lucky" and had a no dead pixels, but then the back light went out and I had to send it in for repair would I end up with someone's 30 day rma screen that had several dead pixels unless I paid $250 for a new one?
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post #26 of 51
10/20/04 at 5:06pm
So if he wants to get his lappy fixed and returned to him quickly (not wait the 1-2 months) then he can either pay $250 for a completely new screen or get a refurbushed screen at no cost. Now the question is what is the quality of these refurbished screens and would it be worth paying $250 for a brand new one? If it were me, I'd save myself $250 and get the refurbished one.

*looks like me and sonic had the same idea, o well.
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post #27 of 51
10/20/04 at 5:17pm
Like I said, every computer company uses refurbished parts for repairs, for the exact reason stated by Sager. Sending it to the LCD manufacturer takes forever. Almost always, you would never be able to notice any difference whatsoever (the refurbished screen is just a screen someone previously sent in for repair and Sager sent to the LCD manufacturer, it just means you dont have to wait 2 months to have the EXACT screen you sent in to be repaired). And, remember, the refurbished part is covered as if it were new with the computer. So, if for some reason it failed within the warranty of the original computer it would get replaced.

Some people are just hyper paranoid about screens and do things like run special programs to find a dead pixel they would never notice in normal use. Those same people will only be satisfied if they feel they have something "Brand New." For those folks, Sager offers an alternative that most other companies dont even have.

BTW, both the refurbs and the brand new option are within the 72 hour policy from what I read in the Sager communication above.
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post #28 of 51
10/20/04 at 5:33pm
Personally, I can not believe the expense they are stating on new screens...not that I am saying it not true, but keep in mind this is supposedly thier cost and not an end user cost they are supposedly giving. Which when you really think about makes me ask how on earth do we get these laptops for the price we do? It is the LCD after all - not even the case or power source for the LCD.

As for repair or replace that would be one left up to you. But I'm not sure I'd want someone elses used LCD either. Was it 11 months old and abused before needing a repair? Or brand new and just had a bad backlight that went after a couple days...you don't know. Sounds like they didn't want to offer the repair option though....If it was me and brand new when it happened, then I'd want a new one to replace it - and not pay for it. If it was 6+ months old, I might opt just to use the refurb...
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post #29 of 51
10/20/04 at 6:24pm
Looking over the situation, nothing has surprised me execpt for the $250 option of getting a new screen. I work in the rma/sales department for a retail computer store. Anytime a person has a computer with 1 year warranty past a certain date, they will recieve refurbished parts first before new ones because we are obligated to fix it.

If you have a hd go bad and have wd, maxtor, or seagate fix it. 7 out of 10 times it will come back refurbished. The problem most people have is that refurbished puts off alot of people and I have to agree. I have seen many refurbished hds and mbs come back bad and we eat the board in the long run. KG7s anyone??? I hope you purchased the extended warranty because that warranty should cover any refurbished parts. If you only have 1 year warranty and that screen dies, then your stuck with a 0.5 x 10 x 12 inch computer.

The thing that makes me scratch my head is the 1-2 month time for just the refurbished LCD replacement. FujtisuPC replaces parts in a span of a max of 2 weeks. Great service, great company. They just don't advertise to end users. I just went with sager because they offer the 3790 which meets my demands of what kind of performance I am looking for.
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post #30 of 51
10/20/04 at 6:51pm
Basically 2 options:
Paid $250 for a new screen or wait 1-2 months for refurbished screen free of charge.

4-8 weeks out of computer is horrible, especially with all the games coming out or if you use your laptop for work. $250 is a lot for some people such as college kids. Sounds like you are in a tight spot.

BTW, the wordings in the warranty policy is misleading. If it were big companies, I would imagine lawsuits or bad publicity. Heck in my city, you can call TV news channels (fox8 or channel 19 action news)and they will help find you a solution. The worst, your face will be all over the nightly news but you might get your laptop fixed for free. Just a thought.
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post #31 of 51
10/20/04 at 7:51pm
Quote:
Originally Posted by Fungo
Basically 2 options:
Paid $250 for a new screen or wait 1-2 months for refurbished screen free of charge.

4-8 weeks out of computer is horrible, especially with all the games coming out or if you use your laptop for work. $250 is a lot for some people such as college kids. Sounds like you are in a tight spot.

BTW, the wordings in the warranty policy is misleading. If it were big companies, I would imagine lawsuits or bad publicity. Heck in my city, you can call TV news channels (fox8 or channel 19 action news)and they will help find you a solution. The worst, your face will be all over the nightly news but you might get your laptop fixed for free. Just a thought.
Yeah, well put. If this starts to happen to more people and if more people wrote to the attorney general or secretary of state and complained about it, they would do something about it FAST.

I would understand perfectly that the guy has to pay money if he damaged the screen, but the fact is that he did not. Also, the fact that on Sager's own website claim that they promise to repair units within 72 hours, yet the consumer is quoted with an one to two months of wait time is unjust.

Seg, if I were you and if you've exhausted all form of compromise, I would write to a manager of Sager and express your concern and make it clear that you are 1) disappointed, and 2) due to the outcome, you will no longer support the company in the future.
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post #32 of 51
10/20/04 at 8:14pm
It seems fair to me, $250 for a new screen or get a refurbished one. Getting the refurbished screen as part of the warranty is not uncommon. This is the same practice that dell uses, with no option for a new screen. 1-2 months seems pretty steep for a wait time, though. It kinda seems like they are wanting to charge because they cannot refurb the screen at a later time, because of the scratch?
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post #33 of 51
10/20/04 at 8:28pm
Thread Starter 
You guys are getting it a little wrong -- I went with the option to get the refurbished screen, which they WILL be sending me immediately (or at least what I was told). The 1-2 months is the time it takes for my actual screen to be repaired, which they are not doing. Instead, they are sending me a screen that has already been refurbished. This screen still falls under my warranty, which lasts until next May.
So, if there are any problems related to the screen's original problem, it would most likely reappear before that time.
Unfortunately, I didn't opt for the extended warranty (looking now I'm thinking I should -- speaking of which, is it mandatory to opt for the extended warranty during purchase or is there a way I can get it separately now?
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post #34 of 51
10/20/04 at 8:49pm
It sounds like they are taking care of you to me on the refurbed screen. Thanks for the update.
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post #35 of 51
10/20/04 at 8:54pm
Were the bruises and dead pixels found within the first 30 days? If so maybe sending it back immediately would have eliminated some of this mess.

Still, how many of us would have sent it back within the first 30 days like that? Not many I'm guessing and maybe there is a lesson there.

IMO if the refurb screen is in better aesthetic quality than the original and it works and you get it within the 72 hours I'd say "no harm no foul". BUT - get the extended warranty pronto!
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post #36 of 51
10/20/04 at 9:00pm
Quote:
Originally Posted by Fungo
Basically 2 options:
Paid $250 for a new screen or wait 1-2 months for refurbished screen free of charge.

4-8 weeks out of computer is horrible, especially with all the games coming out or if you use your laptop for work. $250 is a lot for some people such as college kids. Sounds like you are in a tight spot.

BTW, the wordings in the warranty policy is misleading. If it were big companies, I would imagine lawsuits or bad publicity. Heck in my city, you can call TV news channels (fox8 or channel 19 action news)and they will help find you a solution. The worst, your face will be all over the nightly news but you might get your laptop fixed for free. Just a thought.
Just one more time --

THE REFURB SCREEN IS WITHIN THE 72 HOURS.

whew!

So, you DO NOT have to wait 1-2 months for the refurb screen.
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post #37 of 51
10/20/04 at 9:07pm
Quote:
Originally Posted by seg
...speaking of which, is it mandatory to opt for the extended warranty during purchase or is there a way I can get it separately now?
From what I have read here (I'd have to search to find a link for you), 30 days (or more) prior to the end of your original 1 year warranty, you can pay to extend the warranty further.
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post #38 of 51
10/20/04 at 9:48pm
Quote:
Originally Posted by seg
I went with the option to get the refurbished screen, which they WILL be sending me immediately (or at least what I was told)...
Please let us know what you think of the quality of the refurbished screen when you get it back -- I for one am very curious.
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post #39 of 51
10/21/04 at 1:38am
A refurb screen would be the same thing as his screen being repaired, except that it was someone else's screen....

Of course, the LCD isn't broke, the backlight or inverter is from the OP's description. The issue I have is that replacing a backlight i think is about 50 bucks for the light or if it's the power inverter that's <50 dollars. Replacing the back light requires soldering two wires while replacing an inverter requires popping out the old and putting in the new one and connecting a few wires.

THe actual LCD isn't bad from the OP's description. I would take the refurb, and fix the old one on your own then sell it on ebay for several hundred dollars.

This is a crappy warranty policy guys. I don't care if HP or Dell does it. The whole point about Sager is that it IS NOT a dell. I have no faith in their warranty process. The fact that they even attempted to pull this shyt on you is outrageous.
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post #40 of 51
10/21/04 at 2:16am
Thread Starter 
I read some information about how I can extend the warranty, but when I decide to do that I guess I will contact PCTorque or Sager...
Anyway, I completely forgot to mention, I had a UXGA screen, not sxga!! I just hope this is what they return to me. I will keep everyone posted (pics and all) when I get my laptop back.
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