Cannot Get Sager to Honor Original Warranty - Page 3

Suffering in silence accomplishes nothing ... and I know that all too well.

Well, Well, Well. Look what we have here. Just got notification from Sager with an RMA. Maybe they did it because of pressure or maybe I've correctly reasoned through this issue. Before going any further would like to point out a few things though.

First, by definition a purchase is the exchange of money for goods. The Sager warranty states that the unit is covered for a period of one year from the date of purchase. In order for a purchase to take place Sager must not only receive money, but the customer must also receive the unit. That transaction is called a purchase when both parties under agreement have made an exchange. That exchange is complete when the customer receives the unit, not when the shipper gets it. Unless of course, UPS is now buying computers and selling them back to the customer (of course they are not). You should ask a lawyer if this doesn't make sense to you.

Secondly, forget anything I said about receiving the unit for Christmas. I only mentioned it because I couldn't give all the details at once. My parents took care of all that. More importantly I'm not sure the people on this forum can handle a discussion about receiving a defective gift for Christmas. At least not yet.

For the guy who got a computer purchased in 1999 during last year's Christmas. I hate to admit it, but I can't stop laughing. I don't know whether to feel sorry for you or to mock the situation at hand. If you want to make IBM budge you are going to need to prove to them that box wasn't opened for years. I'm not sure if they should honor the warranty. In reality they should not. Your parents held on to it too long. Sorry.

It is important to note that Christmas is a special time of year. People often buy things in advance to give to others. Most companies are willing to give the consumer a little consideration. Otherwise Christmas sales might go down. That would be bad. Otherwise, how else could I go to J.C. Penny's 2 months after Christmas in order to exchange clothes that do not fit. If you have a Christmas horror story, I assure you I have another story on how a defective gift received during Christmas can be turned around to your advantage.

Consumer groups lobby Congress in the hopes of making laws that protect the consumer. I should know because I am also a computer builder. Been in business since 1995. Some of my clients have had their warranties run out when a failure occured. That is tough luck for them, but I am reasonable and put forth every effort to do what is fair for everyone concerned. If I get the impression that the client is not willing to put forth the effort then why should I? Only once did I not bend over backwards for a client and that was when he couldn't convince me that I owed him something. His mistakes caused the failure. A failure on his part does not constitute an emergency on mine. If he had kept his cool and used logic to sway me, we wouldn't have ended up in court twice. As it turned out he lost twice in court and afterwards when I tried to make amends (even though I was not obligated too) he assaulted me outside the court. Can't win them all I suppose, but it goes to show that a little bit of reasoning goes a long way in acheiving your goals.

Thirdly, about shipping. When I said shipping is out of my control, what I meant to say was that I have no control of the item when the shipping carrier has it. The shipping carrier's insurance is different than the manufacturer's. If something happens in the mail, the carrier deals with the shipper not the receiver. For that reason, ownership of the item is that of the person shipping the item, not the receiver. Ownership changes when you receive the item.

Lastly, for the first time in my life I've been able to change the policy of another computer company. Now if I can do the same with ATI I'll be doing great. Avoid the driver package with the ATI Catlyst Control Console. I guess the people at Omega Drivers might have something to say about that. I wish you the best guys.

I would also like to thank the people at PC Torque and Sager for addressing this issue in a fair and expeditous manner. It is my belief that any computer or computer part should last for at least one year of use. And as I have stated previously I haven't gotten a year's worth. The heart of the warranty is more important than the time frame details. Think I can get the end date on the extended warranty changed? Might be considered beating a dead horse. Extended warranty doesn't cover the battery. Maybe Sager is giving me another battery because I did everything I possibly could to insure my investment was secure but still ended up with snake eyes. I'll probably never know for sure.

For what it is worth I have talked two of my friends into buying a Sager. They trust my judgment and are sold on the Sager line; however, they are well aware of my battery issue and have showed some concern. Do us right and you'll have customers for life. I don't want to see Sager or PC Torque suffer the same demise as 3dfx. Anyone know exactly what happened to them? In defense of Sager and PC Torque, it is standard policy for organizations to start the warranty when the credit card is charged. I don't blame them. I do the same. It's just easier that way. Some companies do it to save money. I personally do not. I bend easy when a client brings it up and am more than willing to help. If you don't communicate your thoughts no one is going to know what is happening (good or bad). At last count this post had over 1000 views. I had no idea a simple problem could cause so much controversy. I'll bet Sager and PC Torque didn't either. Maybe a few more machines will be sold as a consequence. I hope it does.

UserX


P.S. #1 Anyone have any experiences with the video capture on a notebook with an external sound card? Willing to discuss if anyone interested.

P.S. #2 If you've had your notebook for a while and are feeling daring you may want to take the heatsink off and pull the dust off the fins. I just did mine and the machine sped up significantly. I also noticed that the thermal compound did not cover the CPU uniformally. Easy enough to fix.

Doesn't look like a joke to me or better stated your jokes aren't very funny. I find this whole conversation somewhat annoying.

"Originally Posted by Sager

To All Sager Dealers,


Sager would like to express our regret for any inconvenience you may have experienced during the Thanksgiving weekend. Also, while we have your attention, we would like to address a few topics that have been circulating on the forums.

First, regarding when the Sager warranty starts. The warranty begins from the date of invoice which is also the same date we make the final billing charge and ship out the order. Pre-authorization with the credit card company takes place a few days prior. Sager does understand there is shipping lead time between the date it has left Sager Warehouse and getting to the end-users’ hands, therefore we will start and give an extra 7 days lead time in our warranty period, which results in a warranty of 1 year and the additional 7 days from invoice.

Second, Sager would like not only our dealers but also all our supporting end-users to know that we are quite back-logged on all the incoming communications due to the long weekends and our staff taking vacations. So we thank you for your patience with us as we have had delays in getting back to you.

Third, there are some concerns with the Philips Extended Warranty changing. You may purchase the warranty 11 months from invoice to 6 months from invoice. Here we would like to let the users know that if they have purchased a Sager unit before Oct. 2004 and it is still in the 11 months from invoice period, and would like to purchase the extended warranty, please contact Sager or your reseller. Sager will do everything to get the warranty processed. "


Looks and sounds like policy change to me.

Finding this conversation tiresome

As far as keeping your cool goes, let me point out that I had contacted PC Torque and Sager and they flat out said no and couldn't get them to call me back. (although I had try to reason with them) It was only when I started writing on this forum did anything change. I suppose it didn't have anything to do with me.

I've been to court almost a dozen times and only lost once (person went bankrupt). The ideas I've given aren't made up. They were told to me by lawyers and judges. These are facts not fiction. At least in the state I live in.

Although I've tried to deal with this issue patiently, I been met with a lot of resistance. This will be my last post, I doubt I will ever return and I think you know why. Most of my friends find computer people dull and disgruntled. They say they lack the "social gene". Apparently I'm the exception. For those of you who aren't, ignore this message and for the rest of you good luck in the future finding your lost spirit.

UserX