Problems? See this thread at archive.org.
Three or four months ago the backlight on my keyboard would intermittently not produce white, which is my preferred backlight color. A couple of weeks go by and the white is just dead. With the hoykey app in 8 color mode blue and cyan look the same. White looks purplish red.
I let it go for a while and then contacted XoticPC via email. Barry from XoticPC worked with me for a couple of days. After not being able to resolve the issue, Barry referred me to Sager directly .
Sager was aware of my problem when I called and were very professional and to the point, which I like. I was given the option to either ship back my laptop for service or they would cross ship a keyboard to me and provide a return shipping label for the defective one. I use my P170SM-A every day for my business. So, I really couldn't be without it. I opted to have Sager ship a replacement keyboard to me. They required a credit card to charge against in the event that I did not return the defective keyboard. I have no problem with that.
The whole process took about 3 weeks to complete.
I must state that I was in NO hurry and very busy working extremely long hours. If I had responded in a timely matter to Barry's requests, this would have been resolved much quicker.
Saturday, Jan 17, 2015 - I first contacted XoticPC via email.
Wednesday, Jan 21, 2015 - Received first contact email from XoticPC
Friday, Jan 23, 2015 - Did requested tasks and responded to XoticPC (I was slow to respond)
Monday, Jan 26, 2015 - Barry at XoticPC asks for the laptop serial number and contacts Sager.
Monday, Jan 26, 2015 - I supply serial number to XoticPC.
Wednesday, Jan 28, 2015 - Barry from XoticPC responds with contact info to a specific person at Sager.
Wednesday, Jan 28, 2015 - I call Sager Tech Support and we talk about options. I decide that a keyboard swap is the best bet and I can do that myself. I would rather not wait for the turn around time. All of this would be covered under warranty at no charge to me. I prefer this solution.
Tuesday, Feb 3, 2015 - A new keyboard arrives at my house. Unfortunately, I am out of town on business.
Sunday, Feb 8, 2015 - I replace the keyboard and everything works perfectly. I packed up the defective keyboard and my wife simply dropped off the package when she is out running errands a couple of days later.
This was a very painless process. I am happy with the professionalism of XoticPC and Sager. They handled my claim in a timely manner and didn't make me jump through flaming hoops to get the replacement part.
XoticPC and Sager handled my keyboard backlight issue
Discussion in 'Reseller Feedback Forum' started by deadsmiley, Feb 20, 2015.
