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My HORRENDOUS Sager tech support experience (SO FAR)

post #1 of 81
9/29/03 at 3:17pm
Thread Starter 
A few months ago I posted here: http://talknotebooks.com/showthread.php3?threadid=4761

The problem was WMP-related as I first thought. I haven't re-installed the OS as one poster suggested, but Sager tech support has never suggested I do that. They have always suggested it was hardware-related.

This is still going on. Three weeks ago I sent the laptop to Sager to be repaired. They said the tech didn't see the problem (spontaneous rebooting). This isn't an easy problem to reproduce, but I don't think they tried very hard to reproduce the problem. I asked direct questions about what the tech did to try to reproduce, but the questions went unanswered. After two weeks they replaced the motherboard and sent it back to me. Since getting it back last Monday, it has rebooted at least three or four times, just as it did before.

Since I got it back, here is how the email thread has gone with the techsupport guy:

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From: David Mooney [mailto:xxx]
Sent: Tuesday, September 23, 2003 6:45 PM
To: techsupport
Subject: Re: 8143459


Hello,

I received the laptop yesterday, and started heavily using it today. I had several programs open include Outlook, Trillian, and Windows Media Player and was searching for files on my hard drive when the computer spontaneously rebooted. This is exactly the same thing that was happening before I sent it to you. I cannot afford to waste any more time with this issue. I would like you to send me a brand new machine immediately, and I will send back this defective one.

Thank you,
David Mooney

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From: techsupport
To: David Mooney
Sent: Wednesday, September 24, 2003 14:59
Subject: RE: 8143459


Hi David, I need to check with the manager regarding to your case.

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From: David Mooney
To: techsupport
Sent: Friday, September 26, 2003 17:48
Subject: Re: 8143459


Hello,

What did your manager say? It rebooted again today a little while ago.

Thank you,
David Mooney

-----
From: David Mooney
To: techsupport
Sent: Monday, September 29, 2003 13:58
Subject: Re: 8143459

Hello,

My computer just rebooted again. It has been a week since I have gotten the computer back and it has rebooted at least three times or four times so far. This is exactly the same thing that was happening before I sent it to Sager for repairs. I cannot afford to waste any more time with this issue. I ask you again to send me a brand new machine immediatel, and I will send back this defective one. This is getting very serious. This problem has been going on for a few months now!

Thank you,
David Mooney


------


Obviously this is horrendous technical support. If they continue to refuse to respond, or refuse to replace the computer, then I am going to sue Sager in small claims court.

I am posting this not for sympathy, or empathy, or for any other reason than to alert potential buyers to Sager's terrible tech support. If you were not aware, in order to get somebody on the phone, you have to leave your number for them to call you back. This is obviously highly inconvenient, and if they don't want to talk to you they have no reason to call you back. At this point, I cannot recommend a Sager to anyone. Not only have I had multiple issues with my computer, but their tech support has not been helpful at all.

I should probably point out I am not a clueless computer newbie. I have a bachelor's degree in computer science, and have worked in the industry for several years as a software engineer and systems administrator. I have built computers from scratch, and upgraded and repair computers. This is my fourth laptop. I was, at first, extremely excited about this computer for obvious reasons. Now I fear I have made a terrible decision to go with this company.
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post #2 of 81
9/29/03 at 3:28pm
Ya know, this is the first case of Sager's tech support getting a bad review in the first place and it sounds like this case is the exception rather than the rule.

I personally don't care what degrees you have or don't have, and that will NOT help your situation.

It sounds to me like the system is overheating because the fans are being blocked.

What i want to know is what has been censored from your emails and how you conducted yourself during the phone calls. It is not that I am being rude or have anything against you, but I personally only think that half the story is here, because Sager tech support has been excellent in just about every circumstance I've heard of.
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post #3 of 81
9/29/03 at 3:42pm
Thread Starter 
Well it is at least the second bad review: http://talknotebooks.com/showthread....&threadid=7963

The fans are not being blocked. The laptop typically sits on a table or desk. Overheating could be the problem, but tech support has never mentioned it. I never talked to sager on the phone, I have only exchanged a few voice messages, which were courteous. "Hello my name is.. Please call me back at this number." I could attempt to post all of the emails since July(!) but then how could you know that I have posted them all, or not edited them. I assure you that I have been courteous and direct. Sager has been slow in responding to my questions and vague and terse when they do respond.
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post #4 of 81
9/29/03 at 3:43pm
Steeee....range.


Sounds like your computer reboots when it accesses the hard drive? How hot do the sides get and does it make any weird noises prior to rebooting?

Do you overclock your videocard? Do all your fans work?

Why haven't you reinstalled your operating system? What exactly are your system specs?

So many questions... so little info... no advice to give.
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post #5 of 81
9/29/03 at 3:47pm
Reinstall the damn OS. 99.9% of all problems are OS related (especially when using winbloze). Trying to reproduce random crashes is one of the hardest things a support person has to do.

Just reinstall.
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post #6 of 81
9/29/03 at 3:49pm
I think the first thing I would do as someone else suggested. REINSTALL THE OS!!! It only takes one thing getting slightly messed up during install to make it reboot. You could have a spot on the hd that got messed up, and lost some data, ect, ect. Do a reformat with a full ntfs format. Reinstall keep minimal programs on it and see if it reboots. If you can make a ghost image of the drive right after you get everything that is necessary to you it makes it much quicker to reinstall at a later time. I can reinstall all my necessary proggies, and os in about 8 minutes off a external firewire drive, or seperate partition. Did you run all your windows updates? Maybe you got the blaster worm. lol Just too many variables to be yelling lemon right off. This is imho. So take it with a grain of salt. But those are my suggestions.
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post #7 of 81
9/29/03 at 3:52pm
I want to know why you didn't want to try re-installing the OS? Especially as a software engineer, you know how quirky software can be with each other and the hardware. Plus, it's windows. I like windows, but it does need to be reinstalled to really cure it of any "ailments" it picks up from one source or another.

I can understand your frustration, and I am not a fan of the "call-back" feature, but places that offer call-backs usually are decent at tech support (like MS's paid tech support service - they call back all the time). It gives the tech on the other end time to research things and test stuff out prior to calling. It usually saves time on the phone (for both of you).

Why you didn't just take the 30-day money-back guarantee is beyond me; but then again, I would have re-formatted and re-installed at the first (or second) sign of problems that I couldn't fix through tweaking and analysis (i.e. is it hotter than normal, fan noises, etc?) of the hardware.

But I don't have a degree in the computer field (only 20+ years of indepth use).

Save/backup your data, and try the re-install bit. Or just throw your hands in the air and keep pressing for a replacement. Either way, you're not going to be happy (it's too late for that).

I hope you can resolve this, and it is unfortunate you have such a negative experience with Sager.

-myrkat
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post #8 of 81
9/29/03 at 3:53pm
Check the Event Viewer in the Administrative tools section in the Control Panel for any clues to if it's a software related problem before going to the trouble of restoring the lappy...
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post #9 of 81
9/29/03 at 3:53pm
Thread Starter 
I'd like to point out that this thread is about the human problem I am having with tech support, not the computer problem.

However, I think I just might try reinstalling the OS. I have a 5660, with working fans, no funny noises, and the heat is comfortable to the touch.. I don't have a thermometer handy.

I just want to point out that tech support never asked me about my fans, or the heat, and they didn't suggest reinstalling the OS.
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post #10 of 81
9/29/03 at 3:57pm
Well Myrkat I do have a degree in the comp field (not that that means anything - I know more usless admins that I care to mention who all have degrees) and I have 15+ years with computers and the first this you do when winbloze starts acting up like this is install linux --- wait I mean reinstall the OS. It takes nothing to mess up windows - a strong breeze will do it.

Dmooney I strongly suggest that if you really are an admin/software engineer you should know this and if you don't then you should before you consider yourself and admin.


Quote:
But I don't have a degree in the computer field (only 20+ years of indepth use).
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post #11 of 81
9/29/03 at 3:58pm
Quote:
Originally posted by dmooney
I'd like to point out that this thread is about the human problem I am having with tech support, not the computer problem....I just want to point out that tech support never asked me about my fans, or the heat, and they didn't suggest reinstalling the OS.
I recognize this and that's why I am concerned... they should have at least asked if things looked hot (warped) or felt hotter than reasonable...

As for suggesting to re-install the OS, when tech support suggests that, it sounds like a cheap cop-out (on their part) even though it would solve the vast majority of problems!

You have an excellent point about the level of service you received, and I hope this is only a "hiccup" at Sager, as they have been top-notch in the past.

Let us know how the re-install goes (and remember to pull the mp3 player out while installing! ).

-myrkat
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post #12 of 81
9/29/03 at 4:00pm
Thread Starter 
The computer started exhibiting these problems a few months after I started using it so the 30 day was out. I didn't reinstall the OS because Sager tech support didn't direct me to and I was following their instructions.
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post #13 of 81
9/29/03 at 4:04pm
Software Engineer who didn't think to reinstall the OS... lol.
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post #14 of 81
9/29/03 at 4:06pm
If the windows re-install doesn't work run MEMTEST (free download) and it will check your video and system memory for defects...I've found with spontaneous reboots/hangups which aren't fixed by mobo replacements it's usually the system/video memory acting up...
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post #15 of 81
9/29/03 at 4:06pm
Thread Starter 
Did I mention that I was trying to follow Sager's directions? Of course it occurred to me to reinstall the OS. But I thought I would mention it to them first because there was a possibility that it was hardware-related.
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post #16 of 81
9/29/03 at 4:09pm
With a bachelors in Computer Science you would think that you would do everything you could to solve the problem on your own before resorting to tech support... Unless you're just a paper admin
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post #17 of 81
9/29/03 at 4:13pm
Thread Starter 
Alright, I'm done defending myself from these infantile and irrelevant attacks. Take my story for what its worth, anecdotal evidence of insufficient tech support.
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post #18 of 81
9/29/03 at 4:14pm
Event Viewer and MEMTEST..I'm telling you noobs lol
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post #19 of 81
9/29/03 at 4:18pm
Enough of this trashing of him and his degree!!

Hasn't he suffered enough with his downed Sager?

Anyway...

I think that if you can't reproduce the error yourself then it is very hard for anyone else to. And resorting to a "Total system replacement" without you yourself reinstalling the OS is just stupid considering it is outside of the 30 day return gaurantee. Your threats of sueing Sager also shows that you haven't even thought of all the ways to possibly fix your computer.

Are you just trying to get a brand new computer??

It's not entirely Sager's fault.
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post #20 of 81
9/29/03 at 4:34pm
Thread Starter 
Quote:
Originally posted by Kaelion
I think that if you can't reproduce the error yourself then it is very hard for anyone else to. And resorting to a "Total system replacement" without you yourself reinstalling the OS is just stupid considering it is outside of the 30 day return gaurantee. Your threats of sueing Sager also shows that you haven't even thought of all the ways to possibly fix your computer.

It's not entirely Sager's fault.
It is not my responsibility to fix my own system. That is what a warranty and tech support are for.

Being without my computer for two weeks while they basically did nothing was exceedingly inconvenient, and just unacceptable. I understand it is a difficult problem to reproduce. This is why I wish to waste no more time on this problem either trying to reproduce the problem or trying fix the problem and have asked for a replacement.

I just sent them an email offering to reinstall the OS as a last resort. But I fear a reinstall will mask a true hardware issue that will crop up again in the future. I don't want to go through this problem again in a couple of months. And I don't want to have to send them the computer for another two weeks while they make futile attempts to fix it. What alternatives are left?
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