Hey everyone,
I sent my Sager 5690 back for an RMA last week. The problem began 2 weeks ago when the hinge cracked (seems to be a common problem). I asked for the RMA because there were a few large bruises on the screen anyway (2 of them, each about 5 pixels long and 2 wide). However, just a few days later the screen backlight wouldn't turn on at all. So, I sent the laptop in for an RMA.
Note: I had 2 dead/stuck pixels also.

I recieved a message today from Sager tech support telling me they will need to replace the screen and charge me $250 for it. I am still under warranty as I have only had the notebook since May. They claimed that they found a minor scratch on the screen (screen was working fine before the cracking) and as a result cannot replace it. When I asked why the screen could not be fixed as per the warranty, citing that the screen backlight was broken rather than the screen itself (most likely as a direct result of the hinge breaking). They replied agreeing that the scratch has nothing to do with the broken internals of the screen, but still refuse to uphold the warranty. I find this outrageous, as I bought from this company because I wanted to protect myself from problems like this!

Can anyone help me out? Any response is appreciated.

I will update as I get more replies from tech support
Thanks

As you may already know, sager is not a well known company and they cannot offer the same services that other companies such as IBM or Sony offer. Since it's not a complete damage guarantee... you can't do much about it bro. I think you just have to pay them if you want your screen fix

Right, but if they provide a warranty, and broken internals is what they claim the problem to be (which is a product defect) they should be upholding it! It doesn't matter how small the company is....why would they accept lcd exchanges for simply 1 pixel in the middle of a functional screen but charge if the thing actually is broken?!

Unless they can prove the scratch caused the problem, they need to fix the problem even if it means you end up with a non-scratched screen. This is pure BS, and you need to ask them to either refund your money entirely or fix the problem that THEY are responsible for.

Let them know that if they don't resolve this to your satisfaction, you will be reporting them to the BBB and will report your experience to every online laptop forum you can find.

Make it clear that you can cost them a lot more than $250 in lost sales if you are not satisfied.

My take on this is real simple.

1). Tell them to fix the problem without changing out the "scratched" LCD.
2). If they are unable to do that, then their actions are covered under the terms of the warranty.
3). Contact your reseller and complain. If your reselller was direct to Sager, then contact a Sales Representative and/or Manager. Bypass the technical support staff entirely.

Another aspect to consider - was the scratch caused by the defect?