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My personal opinion why I would not recommend Sager:

post #1 of 17
12/10/04 at 10:54pm
Thread Starter 
If you do not care about customer service, then don't bother reading this post.


I will no longer recommend Sager to people anymore. I dislike saying this, but I have not been pleased at all with Sager's tech support. I strongly believe in "promises". On November 22nd, I sent my laptop next day air to Sager for repair from Atlanta to City of Industry (CA). I had owned the laptop for less then 30 days and it already needed work done. I was hoping that by them receiving the laptop on Tuesday, November 23rd, they would be able to get it shipped back to me no later then November 30th.

I emailed them and asked for the status of the repair on November 29th, and only to find out that they were still "working on it" and when I asked if they would give me a time frame of when the work will be completed, they ignored. Figuring with the holiday season, they are busy, so a few extra days won't hurt. I called and left a voice mail requesting a call back around 8 a.m. est on December 2nd, but the call was never returned. It wasn't until I emailed the dealer that I ordered the laptop from telling them to get Sager to call me back.
I received a call from Sager on December 3rd, telling me that they will mail the laptop out two day air by the end of the day.

December 7th - Still no laptop. I called Sager again and got a voicemail again. Left a message requesting a call back but no one called back.

December 8th - Went online and requested a call back. I wanted to know if the work was completed on the laptop and if the laptop has been shipped out.

December 9th - I got a call saying that they are working on my laptop right now and if there are any other problems I was experiencing with the laptop. I asked the tech that wasn't my laptop suppose to be repaired last month? He looked at the RMA and realized that it's been there for a long time, but never answered my question. He assured me that they will mail it out by the end of the day by two day air. I said thank you, please email me a tracking number when it is mailed out.
By the end of the day, I still have not received a tracking number.

This morning, I called them again. Surprise surprise, it was the voice mail again. Left a message requesting the tracking number. They called me back after five hours and said "we're still working on your laptop, and it will be shipped out by end of the day".

Yes, I am aware that only Sager has the radon 9700 with a dothan cpu and 15.4" screen.

I wasn't under the impression that to receive tech support, it requires playing phone tag. In my opinion when I spend $2400 on an equipment, I wouldn't have to wait over two weeks to get an issue resolved and a company that doesn't keep the "promise" as stated on their website.

Yes, they are great machines, but how great is a machine if it fails and requiring service is such a hassle?

I just feel that Sager's customer service needs to be improved greatly and stop playing phone tag with customers.

I am over the point where I'm mad, but extremely dissatisfied. If this were to happen to you, what would you do?

P.S. I still have no clue when I will receive my laptop back. They claim it will be shipped out today, and when I asked for a tracking number, they ignored the question - Again.
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post #2 of 17
12/10/04 at 11:18pm
That sucks DrMooCow - sadly, your experience really has to do less with Sager - and more with the industry. I've got Dells at home and let me tell you - any sort of problem I've had (and I have had many) take six months to resolve. Four of those is spent just trying to get a real human on the phone. Alienware is well known for having lousy support. Pretty much any company out there fails in the area of tech support and customer service. That's why buying through a highly recommended reseller like PCTorque can give you a great advantage. If you aren't getting anywhere with the company, you can politely ask your reseller to help you as much as they can.

Really, I think overall the experiences with Sager support are comparable to support for any company out there right now. Sometimes it is fabulous, sometimes it is medicore, sometimes it sucks. Just depends on the day, the week, the month, the person - or some random factor no one knows.
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post #3 of 17
12/10/04 at 11:41pm
DrMooCow,

What was the problem with the machine? Who is/was your reseller? Which machine are you talking about? How long have you had the machine? Sager has a policy about repairing machines in the first 30 days and year, don't know if this applies (you suggest that it does).

Edit: Forgot to also ask - Are you located in the USA?

Edit: Did you mean this machine: http://notebookforums.com/showthread...601#post370601 that you ordered on 08/05/2004 and received on 08/16/2004? http://notebookforums.com/showthread...800#post389800 from Powernotebooks: http://notebookforums.com/showthread...966#post389966

Or is it one of the 10 3790's you ordered: http://notebookforums.com/showthread...281#post490281

From what I can see (from your earlier posts) these are/were your stated problems: 1). "Squeaky keyboards", 2). 3790 screen "ripple", and 3). your perception that Sager is "screwing" everyone: http://notebookforums.com/showthread...587#post493587

Please clarify what it is that you are dissatisified about? Many would like to know what it is rather than just hear you ramble on....
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post #4 of 17
12/11/04 at 1:25am
Thread Starter 
Some people on here seriously should get a life.

Ever heard of the word "opinion".

If you "love" sager so much, go work for the company. Seriously.

Instead of being on the forums 24/7, go get a life.

Sager is so great? Check out bbb.org
Fact is right in front of you, but just too stubborn to believe it.

To everyone that complains about other computer manufactures "outsourcing", and can't understand the tech support's accent, well Sager isn't exactly the greatest.

I ended up speaking to them in Mandarin and had better luck with them then trying to speak English.

Dell is not perfect. Nor is Sony, nor is Toshiba, Nor is Gateway.

Look at ASUS. At least there are places where you can take your pc in for repair.

So I suggest you need to take a chill pill and get a life, instead of browsing through every pixel from the website that shows up on your screen.
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post #5 of 17
12/11/04 at 1:47am
lol, you're better off going back to hiding under a bridge, moocow.
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post #6 of 17
12/11/04 at 2:31am
you never answered the questions G had asked...it helps us to understand your situation better...
BTW, you cannot trust the BBB.org....
that is all based on who donates the most money to get those high ratings.....i believe companies like dell and microsoft have almost perfect ratings..and think about how many people hate those companies....there's definitely some sort of foulplay going on there....the only reason sager and pctorque etc are not rated highly over there, is because they don't get involved in the bribery and mass advertising....
sager isnt exactly a well known brand or company, but they must be doing something right to be able to stay in business right?
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post #7 of 17
12/11/04 at 4:03am
I was kind of hoping to hear Moo's side of the story, especially after G laid out the questions about which one. The reply left a lot to be desired and might point out a possible reason that communication wasn't as prompt w/ Sager as one might be led to believe. Instead of a well-though out response, flames were issued. If a bloody rant was sent off to Sager and not a detailed description, then I would assume that no call-back would be immediately forthcoming.

I was willing to give Moo the benefit of the doubt, but after that little hissy-fit, I really have to take the problems with a grain of salt at this point. Unfortunate.
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post #8 of 17
12/11/04 at 5:03am
He was just a troll, I doubt he even has a sager.
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post #9 of 17
12/11/04 at 5:04am
Quote:
Originally Posted by DrMooCow
Some people on here seriously should get a life.

Ever heard of the word "opinion".

If you "love" sager so much, go work for the company. Seriously.

Instead of being on the forums 24/7, go get a life.

Sager is so great? Check out bbb.org
Fact is right in front of you, but just too stubborn to believe it.

To everyone that complains about other computer manufactures "outsourcing", and can't understand the tech support's accent, well Sager isn't exactly the greatest.

I ended up speaking to them in Mandarin and had better luck with them then trying to speak English.

Dell is not perfect. Nor is Sony, nor is Toshiba, Nor is Gateway.

Look at ASUS. At least there are places where you can take your pc in for repair.

So I suggest you need to take a chill pill and get a life, instead of browsing through every pixel from the website that shows up on your screen.

Frankly they're entitled to their opinions too. In this case defending Sagers repetition with their opinions. Sorry you ended up with problems but you must live in utopia to expect everything to fall into place without any hitches. It's life expect it, it's always good when nothing goes wrong but deal with the problems you face. In this case they're working on your computer. They can't fix your computer in the time frame you wanted and you have no information regarding the issue. I know it's frustrating.

As for the BBB .. I don't really think any place that collects opinions on companies matter all that much as the people with problems are most likely are the ones filing them while people who have no problems would never need to do such a thing. Although it is a good place to check for a guesstimate and what you might encounter.

Of course this is the sager forum and there are lots of fanboys but they just try to be the most helpful regarding the problems you experience.

--Well I just read some of the other posts

But considering the info dug up from your post history and how defensive you're getting I think there is more to it than what you're saying. So how many laptops did you get exactly and what problems, the fact you're not posting anymore information about your problem already makes it seem sketchy.

Don't take this personally but are you just posting this so you can get some free compensation or addons to your RMA?
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post #10 of 17
12/11/04 at 6:51am
LOL, this sounds quite familiar to the ruckus going on in the AlienWare forums l
LETS ALL STRIKE
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post #11 of 17
12/11/04 at 11:24am
Wonder what I said that struck a nerve. I was just trying to find out why he was dissatisfied and which manchine he was talking about. Oh well, life's too short for this to concern me.... besides I'v gotta go re-review all those posts out there. heheh
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post #12 of 17
12/11/04 at 12:43pm
From my experience so far, Sager>Alienware, which is nice. I just mailed my unit in for repairs so I hope I don't experience the same issue. However, after being given a 3 day promise (and it being stated in their warranty), I will demand a laptop after one week of it being in their possession (I'd say 3days+ground=6 days to my door, 7days+2nd day=9days). No repair, gimmie a new one or I challenge my bill with AMEX and refuse acceptance of the unit because I NEED it back by a certain date, me no have it me buy one from different company using money AMEX gives me back and if Sager wants they can try to sue me for it...that's what I did with Alienware when they tried screwing with me (and yes, I got the refund for that broken POS after they told me for 2 months they were working on fixing existing issues than told me they'd need it for 3weeks to repair it, F THAT!).
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post #13 of 17
12/11/04 at 1:46pm
lablue,

where did u get the nice chick in your avatar????can I install it for my sims?
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post #14 of 17
12/11/04 at 2:34pm
Moo, I would make a choice right now. I would either deal with it and wait, or just get your refund and deal with someone else. I own a small computer business and have to guarantee my machines like anyone else. I would be salty like you if my machine arrived in less than 100% condition. Dont let the forums get you fired up. Like it has been said, the industry is like this, it is not a perfect world. Sometimes you have to give a little. but you have the choices to let them get away with it. (30 day guarantee) Here is what Sager says on their website.

"Sager Quality
Every component of a Sager PC is checked, then rechecked, to ensure system integrity. Then each computer is tested for a full 96 hours, in two separate procedures, to certify system excellence. Sager's state-of-the-art testing facility ensures that your portable PC will perform to Sager standards."

I know this is not true but what can you do. My machine was ordered on Thursday and is scheduled to be shipped on Monday. How can they burn-in my machine for 4 days when I know it has to be assembled first and tested before shipping. Anyway, I would call them out on it to give you an incentive for your troubles, or just buy elsewhere.
good luck
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post #15 of 17
12/11/04 at 3:29pm
I sent a laptop from work to IBM for repairs. That was September. It's December, and it's still not back.

If you are so dissatisfied, why not write a letter - a snail mail letter - to them, telling them of your dissatisfaction in plain 'ole typewritten American English? Make a copy of the letter if you handwrite it, so that you have it for archive and reference purposes. Ask to know why it has taken so long for your laptop - include the RMA number - to be processed.

Working in the helpdesk/tech repair field right now, I know that sometimes peoples' computers either 1.) fall through the cracks or 2.) actually need additional work. I currently have an issue with which I have been dealing on a student's computer that has been open for about 3 weeks now. It's a little different, I know, granted this student has access to computer labs that are faster than her own machine less than 100 yards away from where she sleeps.

So relax, stay persistent, and keep your head on straight. Don't let these boards get you flamin'.
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post #16 of 17
12/11/04 at 3:40pm
moocow's post on this forum is akin to walking into a police station pointing a loaded weapon.
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post #17 of 17
12/11/04 at 4:22pm
I too felt for moo at the beginning. Upon reading g's post, and moo's response however, I feel similar to how I did for that guy in the AW forums where I posted as well. I understand your upset, but when you make a post like your, especially after the time g put into finding out what problem you were having, it makes it unbelievable.

I am not all "Pro Sager" myself, and I would never put that energy into this thread as G has done, but I would never accept someone's complaint if they don't defend themselves and explain it.
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