A bit disappointed with XoticPC and Sager at the moment

I got my Sager NP8130 last Monday (5/9) and immediately noticed a couple of problems. The optical drive rattles when I type (it's even worse if I tap the palm rest in that area) and the left speaker sounds weaker than the right speaker (the balance is set at 0 and I had another person listen and confirm it).

Anyway, I talked to XoticPC the same day and was directed to email their service department (they said they wanted a written record of the problem). I've emailed XoticPC, XoticPC has emailed me back, XoticPC emailed Sager who emailed XoticPC who emailed me...and it has all happened with the usual "response within 24 hours" timetable.

The problem is that, despite contacting the reseller the same afternoon I received the laptop, I'll soon have gone 8 days without an RMA number or shipping label. I otherwise like the laptop, but I feel that it's a bit ridiculous that I've been stuck with a defective unit for a week without so much as a shipping label. As much as I hate Dell's customer service, they always had a tech out within a couple of days to fix my problem.


Has anyone else had to wait this long for an RMA?

 

I am sorry to hear of this, if you wouldn't mind PMing me your email address and order # I can look into it.

After searching emails with models/issues I assume I found your email. I show you were emailed 48 business hours back that we were awaiting for a label created by Sager, which you should have soon. (Tristan?)

 

I placed an order with Xotic around 8 months ago for Sager and was not happy with the unit, had too many problems, or to put it better flaws I would have to get used to, for me to keep it, so I asked for a return.
My experience was very fast, quick RMA number, no problems at all.
I was actually suprised how well the transaction went, I hope that my next laptop won't have problems, worst case scenario I hope the return would go so well yet again.

 

Yes, that's me.

I got a reply from the XoticPC service department minutes after you posted your message:

Considering both the reputation XoticPC has and the fact that I have had similar email issues (nothing like turning a paper via email in college only to find out the professor never got it), so I'll trust that this was a technical issue.

Hopefully I'll have the RMA number very soon, then.

 

Sager must be really slow at answering their emails or something. 8 days now. At this rate the total time to get it fixed and back in my hands will probably be 2 1/2 - 3 weeks.

 

Sager itself isn't known for quality customer service. The good thing about some resellers is that they will deal with the BS and all of the follow up pestering involved in RMA so that you don't have to.

 

I got the RMA number last night and shipped it today. Sager's response time leaves a bit to be desired, but XoticPC was helpful through the entire process. The only beef I had with XoticPC ended up being due to an email glitch, so I can't blame them for that.

 

Believe that Sager is getting slammed now with the Sandy Bridge refits.

 

I don't know about you but I have yet to have a problem with Sager. I have always gotten a response within 24 hours.

 

Sager's customer support is not entirely even; from what I've seen over the years, it all depends on the luck of the draw, some folks never have a lick of trouble, and others nothing but. All in all, though, it's good to know that they aren't a complete loss, so it's good to hear from posters like yourself who haven't had a problem - gives a more balanced picture of things.