Speaking as someone who has interviewed literally hundreds of candidates for sysadmin consultancies, written hiring criteria, designed interview systems, and designed/written/launched a professional certification (the SAGE certification), I can say with no small amount of authority:
A CS degree means very, very little in this type of situation. In fact, it may well hinder progress. (and I say this with the above credentials, as well as 15 years in the field, and being a.b.d. in experimental cognitive psychology.
As for the problem: If you're also seeing rampant video glitching and other odd behavior, it may well be a stick of RAM. Take one out, see if the problem goes away.
If the problem persists, put that stick back in and take the other out. Lather, rinse, repeat.
It may be overheating. Make VERY sure you're well-ventilated. Those rear feet are there for a very good reason.
It may be a software problem. While I loathe the "reinstall Windows" mentality, it DOES solve problems (though it's very much a sledgehammer solution for what tends to be a gnat-sized problem).
It may well be a legitimate hardware issue that requires a replacement machine. But the correspondence you've forwarded from Sager does not indicate a customer service problem. If anything, it shows a willingness to work with you, within the bounds they must work.
"No" would be an indication of a customer service problem.
Believe me...I'm the first and the loudest to complain about the slightest hint of problems with customer service. I have three regional managers, for each of the major delivery services, living in constant fear of any package with my address arriving in their purview. I've got direct phone numbers for companies that would rather lose customers than talk to them...and I get results. I tend to skip niceties and get right to the yelling when faced with customer service problems.
What you've described here doesn't warrant such a negative outlook on Sager.
This is also my first Sager, but I've been using notebooks since the Zenith Supersport 286 was stylish. Before that, I had a Kaypro suitcase-sized "luggable", and lusted after a GRiD notebook and the Apple //c. I've owned Apples, Dells, Gateways, IBMs, Toshibas, Sonys, and others.
I can say -- again, with more than a modicum of authority -- that this is a product of high quality, and the service provided by both Sager and PCTorque are beyond reproach.
Speaking of which, if you're having such trouble with Sager, have you considered asking nicely if Adam or one of his staff would be willing to stand in your corner and work with Sager for you to get the issue resolved?
Just a thought.