Cancel Sager order and buy from reseller?

I ordered an NP8150 from sager back in late February, and since then I've read a ton about how horrible sager's customer service is... I'm super anxious to get my laptop as many of you are, but I'm wondering if I should suffer another week or two by canceling my order with sager and go with a reseller due to the customer service quality? Is sager's support really that bad???

 

Sager is just a distributor in the North American market, so there's very little customer support. On the Better Business website, Sager has an "F" rating.

 

I find, I like to solve whatever problems I can on my own. Also I have a local shop that does good work and are reasonably priced. I guess the only thing I'm really concerned about is if I do get a lemon, are they going to be a complete pain to redeem my warranty? I'm just wondering what gives them such a bad rep.

 

Well, if you want to read direct customer experiences with the sager direct warranty/customer service, Reseller Ratings and Trust Link.

Compared to say...
Xotic's Reseller Ratings
Malibal's Resller Ratings
LPC Digital's Reseller Ratings
Powenotebook's Reseller Ratings

It is pretty easy to discern that there's a pretty large divide between the customer service of directly from sager notebooks vs the resellers on these boards...

I don't know if you want to take a chance with such an expensive laptop, but that's my opinion.

 

My last Sager came from them direct and they were very good to deal with and provided frequent updates on my order without me even asking. My Sager before that came from a reseller and they were not as accommodating. I guess I got lucky.

 

ok, one more contingency. Let's say something breaks and the warranty is no longer valid. Would a reseller take the computer and do the work if I was to pay shipping, parts, and labor? This is assuming I bought the comp directly from sager.

 

Technically a reseller could do a repair however they would get parts from Sager. Ultimately having repairs done at Sager will be the fastest avenue for repair turnaround.

As others have said the big advantages of going through a reseller is you have an advocate assisting you with setting up repairs and going to bat for you should a problem arise. Most resellers offer additional warranties and only a few offer lifetime 24/7 Domestic Telephone Support.

 

Here are the advantages of resellers:

1. Dedicated, personalized customer service (both during and after sales)
2. Competitive pricing (e.g. my sig would have costed ~$150 more direct)
3. More customization options (such as matte display)

 

Definitely go through a reseller.

I've heard horror stories of people going directly through Sager.

 

You can decide for yourself on what to do but I must be lucky as I bought my Sager 5793 directly from Sager along with a 3 year warranty.

I had 2 problems with the unit, both times the monitor was completely dark. The first time was due to a bad inverter and the second time something went wrong with the circuit that controls the brightness and contrast.

The first time the notebook was in for repair, I had them upgrade the hard drive from 320GB to 500GB and clone it. They were very quick in doing the work both times as well as getting the unit back to me as I was in school at the time and needed the notebook for assignments.

As always, people's experience can vary, but I find it hard to believe that if Sager was that bad then why was my experience so great?

If you have someone near to you and they will accept the warranty then your best bet is to go with them.

All the best.

Mike

 

Perhaps resellers are just that amazing? Some people may also have different standards as to what good customer service is.

 

All true and very important points. And, like Justin said, resellers provide the hassle free protection to ensure that customers have all their questions answered and resolved in the best manner and fastest possible way.

 

All true.

I can't speak for all resellers but most of us, especially on NBR ... we're all passionate about our jobs and the items we sell. When you're in a high end market like notebook gaming you don't have a choice but to be passionate. The market is very limited. Pretty much every employee at Reflex is a PC gamer.